Online Payment

Online Payment

  • Q1.
    Will my online payments for government e-services be affected if my computer has Internet security software installed?
    Ans

    Given the wide spectrum of functionality of the Internet security software on the market, there is no definite answer to this question. So far, in the tests we have conducted for Kaspersky Internet Security software, we found that a window will show to prompt the user to switch to a protection mode during the payment process of some government e-services. If the protection mode is on, the system will display an error message [PAY-E-0000]. We recommend users to add government e-service webpages to Kaspersky before using the online payment function. Please refer to the following link:

    Kaspersky Internet Security 2018

    If you encounter other problems, please contact the corresponding departments for further support.

  • Q2.
    How do I pay for GovHK online services?
    Ans

    GovHK online services generally accept credit cards and PPS payment.

  • Q3.
    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.

  • Q4.
    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.

  • Q5.
    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.

  • Q6.
    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.

  • 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. 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 enquiry@1835500.gov.hk.

  • 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 authentication and sometimes not?
    Ans

    Visa, MasterCard, JCB and China UnionPay offer additional security mechanism to give their cardholders extra protection when they make online payments. More details are available from the Visa, MasterCard, JCB and China UnionPay websites.

     

    However, not all credit card issuing banks have participated in Verified by Visa (VbV), MasterCard SecureCode or J/SecureTM currently. Some issuing banks may also enable VbV, MasterCard SecureCode or J/SecureTM selectively, e.g. only for payment above a certain amount. For details, please check with your credit card issuers to ascertain if they support these security mechanism.

  • 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.

  • Q12.
    What should I do if I encounter an error message [PAY-E-0001] during online payment or I cannot load the page for online payment?
    Ans

    Connection interruption, session time out or interception software (e.g. Anti-virus software) may cause the payment page inaccessible, and the respective payment and online service incomplete. You can go back to the online service by clicking a link in the error message box [PAY-E-0001] or restart the online service direct.

    If Kaspersky Internet Security software was installed, we recommend users to add government online service webpages to Kaspersky before using the online payment function. Please refer to the following link:

    Kaspersky Internet Security 2018

    If other interception software was installed, please restart the online service and consider using other available payment methods.

Last revision date: December 2018
Found this page helpful?
Your feedback is highly appreciated.
Notice: This form is NOT intended for handling enquiries or complaints. For assistance, please contact the 24-hour Helpdesk at (852) 183 5500 or email to enquiry@1835500.gov.hk .
Thank you. Your input will only be  used to improve GovHK.
Thank you for your valuable feedback!

Thank you for using "XXXX".
Base on today’s experience, please rate the online service on all aspects below:

  1. 1.  Easiness of use
  2. 2.  Clarity of instructions
  3. 3.  Overall satisfaction