Q1.How do I pay for GovHK online services?Ans
GovHK online services generally accept credit cards (Visa and MasterCard) and PPS payment.
Q2.Who will receive my credit card or PPS information when I enter it for a GovHK online service?Ans
Your credit card or PPS information is captured by the payment service provider (e.g. EPSCO or a credit card acquiring bank). GovHK and the Government bureau or department that offers the GovHK online service cannot access such information.
Q3.What should I do if my browser does not respond during the payment process?Ans
The screen that prompts you to select payment method provides a Transaction Reference Number (TRN), with which you could check the status of your payment if you encounter any problems during the payment process. Individual services provide an online function for you to enquire about the status of your payment. Alternatively, you can contact the Help Desk of the service for assistance. Please ensure that your first payment has not been effected before proceeding to make a second attempt.
Q4.How do I find out if the Government has received my payment for the online service?Ans
After completing an online service, you should print and retain the acknowledgement page, which contains key information about the transaction or a reference number that allows you to check the transaction status with the relevant Government bureau or department when necessary.
Q5.How do I make PPS payments for GovHK online services? Do I need to register?Ans
When you make online PPS payments, you will need to input both your PPS account number and your PPS Internet password for each payment. Please visit the PPS website to find out how to register for a PPS Internet password, as well as details on browser compatibility and other technical information.
Q6.I have two Visa cards issued by different banks. Why is one card accepted for GovHK online services but not the other?Ans
At present, only Visa and MasterCard are accepted for credit card payment on GovHK online services. Some Visa card and MasterCard issuers do not support online payment, i.e. they issue credit cards mainly for retail transactions where merchants can check the physical card. Thus if your Visa or MasterCard is not accepted for a GovHK online service, please check with your credit card issuers to ascertain if they support online payment.
On the other hand, both Visa and MasterCard offer additional security programs to give their cardholders extra protection when they make online payments. There is a possibility that your card issuer would decline your online payment request if you have not registered for these security programs. Please contact your card issuer for the registration. More details are also available from the Visa and MasterCard websites.
Q7.Does my computer system need to be of any specific configuration to perform credit card payments for GovHK online services?Ans
There is generally no system requirement. But if you have registered for Visa and MasterCard's security programs (i.e. Verified by Visa (VbV) and MasterCard SecureCode), you may need to enable your browser to accept cookies from your credit card issuer's website. You are advised to check with your credit card issuer if they have imposed any other specific system requirements.
Q8.I failed to make a payment when I was using a GovHK online service. The error message code was "PAY-E-9017". What should I do?Ans
The GovHK payment system makes use of the certificates issued by the Hongkong Post and your browser cannot recognise these certificates. Please visit the following page to download and install the Hongkong Post Root CA Certificates:
If the problem persists after installing the Hongkong Post Root CA Certificates, please report the problem to the GovHK Help Desk at 183 5500 or email to email@example.com.
Q9.If the Government needs to refund to me the money that I paid via online payment, how will the refund be made?Ans
If the payment is paid by PPS, the department will normally issue a refund cheque to you. If the payment is made by credit card online, normally, refund can only be made to the credit card account that was used for the payment. Please note that if your credit card account has been cancelled when the refund is made, some card issuing banks may charge you for an administration fee before you can get back the money. It is not possible for the Government to check whether your credit card account is still active before making the refund because the Government does not know your credit card number.
Q10.When I use my credit card for payment, why am I sometimes required to enter a password for VbV (Verified by Visa) / MasterCard SecureCode and sometimes not?Ans
Currently, not all credit card issuing banks have participated in VbV or MasterCard SecureCode. Some issuing banks may also enable VbV or MasterCard SecureCode selectively, e.g. only for payment above a certain amount. In addition, some of the online services may not enable VbV or MasterCard SecureCode in certain situations for different reasons.
Q11.I am using Internet Protocol version 6 (IPv6) for Internet connection but I cannot access the payment function of GovHK online services. What should I do?Ans
At present, online payment by PPS and credit cards for GovHK online services does not support IPv6, thus it is not yet accessible to IPv6 users. If you want to make payment for GovHK online services, please ensure that you access the services via Internet Protocol version 4 (IPv4) connection.