Frequently Asked Questions

To apply for a 33 Finance Personal Card, you need to provide the following documents:

• A valid Hong Kong Permanent Resident Identity Card, People's Republic of China Resident Identity Card, or Passport
• Proof of residence from the last three months

You can choose from the following payment methods:

• Transfer via ATM (cash deposits not accepted) or deposit a cheque into our designated bank account, then collect your prepaid card from our office.
• Transfer via online banking to our designated bank account.
• Transfer via the Faster Payment System (FPS) to the 33 Finance account (FPS Identifier: 167381714).

The maximum balance depends on the account type. Please refer to our "33 Finance Prepaid Card Terms and Conditions" for more detailed information.

The daily and monthly reload limits depend on the account type. Please refer to our "33 Finance Prepaid Card Terms and Conditions" for more detailed information.

Personal Card: Yes

Gift Card: No

You can reload your Personal Card using the following methods:

• Transfer via ATM (cash deposits not accepted) or deposit a cheque into our designated bank account.
• Transfer via online banking to our designated bank account.
• Transfer via the Faster Payment System (FPS) to the Personal Card.

• Minimum amount for first-time purchase: HKD 500
• Minimum reload amount: HKD 200

Reloads are usually completed immediately, but the actual time may depend on the bank’s processing time for the transaction.

American Express Personal Cardholders: You can use your card at merchants that display the American Express logo or accept American Express payments. The final decision is up to the merchant.

Mastercard Personal Cardholders: You can use your card at merchants that display the Mastercard logo or accept Mastercard payments. The final decision is up to the merchant.

UnionPay Personal Cardholders: You can use your card at merchants that display the UnionPay logo or accept UnionPay payments. The final decision is up to the merchant.

Note: UnionPay cards starting with 6291 generally do not support online transactions. Cardholders cannot use personal cards for any transactions related to encrypted digital currencies.

Personal Card: Yes, you can withdraw cash at ATMs. You must enter the correct PIN at the ATM. A fee will be charged for each cash withdrawal, which will be deducted from the personal card immediately.

Gift Card: No, cash withdrawals are not allowed.

You do not need to be connected to the internet or mobile data to make payments using the physical card.

Yes, you can use the 33 Finance Prepaid Card for online transactions. Gift cardholders must register their personal information on the 33 eWallet app before shopping online to enable one-time 3D secure verification.

Note the following online payment acceptance information:

• American Express Prepaid Card: Can be used at merchants that support American Express as a payment option.
• Mastercard Prepaid Card: Can be used at merchants that support Mastercard as a payment option.
• UnionPay cards starting with 6244: Can be used at merchants that support UnionPay as a payment option (except for merchants that process transactions with pre-authorization).
• UnionPay cards starting with 6291: Do not support online payments.

Reasons for online transaction failures include:

• Personal details not registered, failing 3D verification.
• Incorrect card information entered, such as card expiry date or CVV.
• Card type incompatibility; some merchants may not accept prepaid or gift cards for online shopping.
• Gift cards or prepaid cards cannot be used for recurring payments set by merchants.
• Transactions in restricted countries.
• Purchase amount exceeding the balance on the prepaid card.
• Prepaid card expired.
• If you purchased a local Hong Kong version, but attempt to shop overseas (including international online platforms), your transaction will be declined.

International Version: Yes, it can be used overseas.

Local Version: No, it cannot be used overseas.

For international prepaid cardholders:

• You can use the 33 Finance American Express Prepaid Card at merchants displaying the American Express logo.
• You can use the 33 Finance Mastercard Prepaid Card at merchants displaying the Mastercard logo.
• You can use the 33 Finance UnionPay Prepaid Card at merchants displaying the UnionPay logo.

If the transaction currency is different from the card currency, the transaction amount will be converted to the card currency at the exchange rate on the day of conversion for American Express (for American Express Prepaid Card), Mastercard (for Mastercard Prepaid Card), and UnionPay International (for UnionPay Prepaid Card).

You can use the 33 eWallet app to view your transaction history. Note that we do not provide monthly statements.

You can use the name registered in the 33 eWallet app to complete online transactions.

If you have any questions or disputes about a transaction within 30 days of the transaction date, please call the 33 Finance customer service hotline at +852 3900 9833 / 3900 9888. A service fee may apply during this period.

Please note to contact us within 30 days from the transaction date. If we do not receive the notification within the specified period, the transaction record will be considered accurate.

Merchants have the right to decide whether to accept the 33 Finance Prepaid Card. We are working on coordinating with more merchants and card issuers.

To change the PIN for your 33 Finance Prepaid Card, you have two options:

• Use the 33 eWallet app and follow the steps for changing your PIN.
• Call the 33 Finance customer service hotline during business hours, and a representative will assist you with the change.

If you forget your PIN after activating your card, it cannot be reset. You will need to visit our office in person with your 33 Finance Prepaid Card to receive a replacement card. You must complete a "Card Replacement Application" form and provide your personal information for record-keeping. A replacement fee will be charged; please refer to the 33 Finance Prepaid Card Fees & Charges for details.

Note: A fee is required for issuing a replacement card. For specific fee details, please refer to the "33 Finance Prepaid Card Fees & Charges".

Personal Card: If your personal card is lost or stolen, and it has not expired, you can request a replacement card. You will be responsible for all transactions (including cash withdrawals) made before we receive your loss or theft report.

Note: A replacement fee will be charged for issuing a new card. For specific fee details, please refer to the "33 Finance Prepaid Card Fees & Charges".

Gift Card: Unfortunately, if your gift card is lost, stolen, or stuck in an ATM, we cannot issue a replacement card or refund the remaining balance.

If your prepaid card is damaged before its expiration date, you can visit the 33 Finance office to get a replacement card. If the damage is due to improper use, a replacement fee will be charged. For specific fee details, please refer to the "33 Finance Prepaid Card Fees & Charges".

If you lose your prepaid card while overseas, you can report the loss in two ways:

• Call the customer service hotline during business hours for assistance.
• Use the 33 eWallet app to report the lost card.

If your card has expired, you can visit our office to complete a card redemption application form and provide valid identification documents to process the return of your personal card balance. Please note that a card redemption fee will be deducted directly from your card balance. If the card balance is equal to or less than the applicable card redemption fee, the redemption application will not be processed. The balance redemption application is typically completed within 45 days after submitting the application form.

Note: A card redemption fee will be charged for this process. For specific fee details, please refer to the "33 Finance Prepaid Card Fees & Charges".