Leave us a message

The information you provided will be kept strictly confidential to protect you interests. For personal information or personal account enquiries, please contact our customer service hotline at 2895 6262. We will process your request or suggestion at the earliest possible time.
Thank you!
We have received your message and will process your request or suggestion at the earliest possible time.

AEON ATM & Branch

FAQ

What types of loan are offered from AEON?

AEON provides AEON Personal Loan; Tax Loan and Home owner Loan. Click here for detail.

How to apply for AEON loan?

Customer can call the application hotline on 2895-6262 or visit any AEON branch nearby.
To apply online, please click here.

Approval process of loan application?

Step 1: Receive application
Step 2: Review information provided
Step 3: Consider the credit report
Step 4: Loan confirmation
Step 5: Loan amount can be released in cash at AEON Branch or requested to transfer to designated bank account.

What is extension charge?

If the loan draw down date falls into the 11th to the last date of the month, an extension charge will be charged on the loan amount calculated on a daily basis from the date of the loan draw down to the sales cut-off date (currently on the 10th of the month).

What is TransUnion Limited?

Please refer to www.transunion.hk

How to check the result of application?

Customer can call the application hotline on 2895-6262 or visit any AEON branch nearby.

How to apply for AEON credit card?

Customer can call the application hotline on 2895-6262 or visit any AEON branch nearby.
To apply online, please click here.

Approval process of credit card application?

Step 1: Receive application
Step 2: Review information provided
Step 3:Consider the credit report
Step 4: Card Approval
Step 5: Card will be mailed to Customer's home address or can be picked up at AEON Branch

How to obtain a copy of cardholder agreement?

Customer can call the customer service hotline on 2895-6262 or visit any AEON branch nearby or click here.

How to obtain a copy of credit card fee schedule?

Customer can call the customer service hotline on 2895-6262 or visit any AEON branch nearby or click here.

What is credit card instalment plan?

At designated merchants, AEON Card member can make use of credit card instalment to pay for goods or services.  The repayment amount will be charged to the card account every month, up to 24 months.

How to obtain a copy of card instalment plan terms and conditions?

Customer can call the customer service hotline on 2895-6262 or visit any AEON branch nearby or click here.

How to draw cash from credit card account?

Card member can draw cash from the card account through AEON Branch, ATM network, by phone or through website. For details, please click here.

Where to check discount merchants offers?

Customer can click here to visit AEON discount merchants offers.

AEON Branches locations?

Customer can click here to visit AEON Branches locations.

AEON ATMs locations?

Customer can click here to visit AEON ATMs locations.

What kinds of functions does AEON ATM provide?

Services provide by AEON ATM include cash advance, account enquiry,AEON Branch and ATM address enquiry.

What kinds of payment methods are available?

Repayment can be made through PPS, bank autopay, HSBC payment service, JET payment and cash payment at convenience stores. For details, please click here.

How to operate the hotline system?

Customer can click here to visit AEON hotline system.

How to contact AEON merchant team for business opportunity?

Our merchant team can be reached at 2239-9407 or click here to contact us through email.

What is One-time Password (OTP)?

OTP Service is a security feature provided by AEON. When you make an online transaction with your AEON Visa cardAEON Mastercard or AEON JCB card at a participating 3D Secure online merchant, you will receive a 6 digits OTP through an SMS to your registered mobile number. Simply enter the OTP to authenticate your transaction.

How to register the OTP Service?

No registration is required for OTP Service. And there is no service charge for this service. The OTP SMS will be sent to your mobile number.
Please ensure your registered mobile number with us is valid and updated.

Why do I need an OTP Service? What are the benefits of OTP?

OTP Service provides an extra security protection against online fraud. When you make an online transaction with your AEON Card at a participating 3D Secure online merchant, an OTP is required for the transaction authentication. With the implementation of this password authentication, should your credit card information be pilfered for any reason, they will not be able to use your credit card for the online transactions without the OTP sent to your registered mobile phone.

Do all online transactions require an OTP?

No. OTP is only required for online merchants that support the 3D Secure authentication protocol.

Does an OTP expire? What happen if I enter the wrong OTP 3 times in a row?

The OTP expires in 3 minutes after it is issued. If cardholder is unable to enter the OTP to complete your online transaction before the OTP expires, you can click "Resend OTP" button on the transaction webpage in order to receive another valid OTP on your registered mobile number. You can re-submit the new OTP to complete the transaction.
Please note that the "Resend OTP" function can only be used 3 times for each transaction. If cardholder uses the "Resend OTP" function for 3 times in a row without entering the correct OTP, you will be unable to complete the transaction. You will have to contact our Customer Service Hotline 2895-6262 to activate the service.
If you are unable to complete the transaction with a valid OTP, the transaction will be declined.

Can I receive an OTP when I am overseas?

If cardholder is overseas and using overseas mobile service providers, the service provider may not support receipt of international SMS. Please bereminded to turn on your mobile phone and activate your roaming service to ensure you can receive the OTP SMS to complete the online transaction when you travel to overseas. Please consult your telecommunication service provider for details.

If my registered mobile number is not a Hong Kong mobile number, will I receive the OTP?

No, the service is only available for Hong Kong mobile number, to use this service cardholder would have to update your registered mobile with a Hong Kong mobile number.

How do I update my mobile number if I did not provide a valid mobile number?

If cardholder does not have a valid mobile number in our record, you would not be able to make successfully transactions. We suggest you to update your mobile number with us immediately through "AEON HK" mobile app or visit our branch  [Click Here] .

What is "AEON Netmember Service"?

Through the "AEON Netmember Service", customer can review the latest 6 months' credit card statements, loan or hire purchase account payment advice. Our Bill Payment service allows you to pay for over 400 organizations' bills, also you can redeem gifts and cash coupons under the bonus point redemption program, new card and loan application, and more services available for your convenience.

How do I apply for "AEON Netmember Service"?

As long as you are an AEON customers, you are eligible to register for this online service. Click here for detail.
If you have any problem for Netmember registration, please call our Customer Service Hotline at 2895-6262.

Can I register for more than one "AEON Netmember Service" user account?

Each customer can register only once and have only one "AEON Netmember Service" user account. Once you logon to the account, you can view all the eligible accounts under your name with AEON.

Is there any fee for the registration and usage of "AEON Netmember Service"?

AEON Netmember Service is free of charge.

What should I do if I forget my username or password?

If customer forget your username or password, please click "Forget Username/Password" in the login page. You have to provide your personal details for verification. If the provided information matches with our record, we will send your username with a one-time password by SMS. After verification, you can reset a new password.
If you have not received the one time password by SMS, please call our Customer Service Hotline at 2895-6262.

What is “AEON HK” Mobile App (“Mobile App”)?

"AEON HK" Mobile App is a mobile app platform through which, customer can conveniently and safely logon to "AEON Netmember Service" to access your account, check transaction history and so forth with just a few clicks. For more details on Mobile App features, please click here.

Is there any fee to use the Mobile App?

AEON will not charge for download and use of the Mobile App. However, customer may be responsible for any mobile data usage fee while accessing our Mobile App service. For details, please refer to your mobile network provider.

How can I download the Mobile App?

To download the Mobile App, customer can simply go to App Store or Google Play Store and search for "AEON HK".

How can I logon to the Mobile App?

If customer have successfully registered "AEON Netmember Service", you can logon with your valid username and password to our Netmember service, or with biometric authentication once activated (iPhone with Touch ID/Face ID function or Android phone with fingerprint authentication function). If you have not yet registered, please click here or register via the Mobile App.

What mobile phones can support the Mobile App?

The Mobile App is compatible with the following mobile phones:
• iPhone with iOS 9 or above
• Android phones with version 6.0 or above
Please be noted that tablet models and some specific mobile phones may not support the Mobile App.

What is “AEON Card e-Mall”?

"AEON Card e-Mall" provides an online shopping platform for AEON Cardholder*. AEON Cardholder can enjoy member discount for various products and interest-free card instalment services for selected products. If you are not an AEON Netmember now, please click here to register now!

*Not applicable to AEON temporary credit card and Chiu Choi card.

Could I browse "AEON Card e-Mall" if I don't have AEON credit card?

Sure, you can browse our product information via “AEON Card e-Mall” anytime.

However, you will not enable to enjoy our exclusive discount and purchasing our products unless you registered as AEON Netmember successfully.

If you don’t have an AEON card, please click here to apply now!

If you are not an AEON Netmember , please click here to register now!

Will I earn AEON bonus point if I have purchased the product in “AEON Card e-Mall”?

AEON Cardholder can earn bonus points through “AEON Card e-Mall” purchase products successfully.

How can I order products in “AEON Card e-Mall”?

Please Click here for more details or refer to “How to order” in “AEON Card e-Mall”.

How can I check the confirmed order?

Customer can review the order history after login “AEON Card e-Mall”.

Can I change or cancel the confirmed order?

Please note that the order will not accept any changes or cancel after confirmation.
If you would like to follow up on the order or status check, please click here for your enquiry.

How many piece can I order for each product?

Each product can purchase a maximum of 99 pieces per order.

How can I receive the products?

The Merchants will provide free delivery or self-pickup services for each different type of product.

For more details, please refer to the bottoms "Delivery Method" of each product when purchasing.

Please note that the Merchant will directly contact you for the delivery or self-pickup arrangement within 10 business days once the order confirmed by AEON.

Can arrange product delivery to Mainland China or overseas?

Please note that we’re not able to provide International or Mainland China delivery services.
For more details, please contact the Merchant or click here for your enquiry.

Can I change my delivery address for the confirmed order?

Please note that for the delivery address changes, you must inform us before 2 business days by click here or contact the Merchant directly.

Can I include 2 or more delivery addresses in one single order?

Please note that each order able to provide one address for delivery.

How can I set up the delivery address?

Customer can select the recorded delivery address or input a new one when you make the purchase options.
Alternatively, you can add/edit your delivery address record in the contact details.

Is there any extra cost for delivery service?

Local delivery service will mostly not charge any extra cost. However, for remote areas, Lantau Island or locations that are inconvenient for delivery, the merchant may base on the arrangements to charge extra cost or delivery decline. You can also click here for your enquiry or contact the Merchant directly.

If there is product damage, what should I do?

If there is the product damage, you should click here for your enquiry or contact the Merchant directly within 7 calendar days.

Are all credit cards acceptable in “AEON Card e-Mall”?

We accept the purchase through AEON Card*.

*Not applicable to AEON temporary card and Chiu Choi card.

What is the cut-off time for “AEON Card e-Mall”?

The cut-off time is 6am. Any order instruction received after 6am Monday-Friday or on Saturdays, Sundays and public holidays will be processed on the next business day.

How to apply for Octopus Automatic Add-Value Service?

Application form can be obtained from AEON Branch or downloaded from AEON website. For details, please click here.

Which types of Octopus can be linked with the Automatic Add Value Service (AAVS)?

AAVS can be linked with all types of Octopus.

How can I apply for AAVS?

To apply for AAVS, you must be aged 18 or above and have a credit card issued by AEON Credit Service (Asia) Co., Ltd ("AEON"). Each Octopus Holder can have maximum 3 AAVS linked with 3 different financial institutions' credit card. Each Octopus Holder can apply maximum 3 AAVS for his/her family members or friends. Each Octopus Holder can have maximum 6 AAVS accounts (3 for Octopus Holder + 3 for family members or friends).

Can I apply for AAVS for more than one Octopus?

You can apply for AAVS for up to three Octopus through three different financial institutions.

I have already applied for AAVS. Why can't my existing Octopus be used for auto reload?

There are two possible causes:

i. The application has not yet been approved by AEON.
Note: AEON will issue a notification letter with instructions for activation of the AAVS upon approval of your AAVS application.

ii. AAVS for the Octopus is not yet activated.
Note: After you have received the notification letter, you should bring the letter and the Octopus to any MTR Customer Service Centre to activate AAVS on your Octopus. If you have an Octopus PC Reader, you can activate the service through Octopus PC Reader Service at our website.

Why has my AAVS application been rejected?

There can be several reasons:

i. You may already have an existing Octopus linked with AAVS through AEON.
Note: You may apply for AAVS for up to three Octopus through three different financial institutions.

ii. If apply for AAVS for family members, friends or relatives, AEON may require that the primary credit cardholder also holds an AAVS account at AEON.

iii. The application form is not properly filled out, or by other reasons that the application cannot be processed. If you have any enquiry, please contact AEON Customer Service Hotline on 2895 6262 or Octopus Customer Service Hotline on 2266 2222.

Can I apply for AAVS for several Octopus using the same credit card account or different credit card accounts at the same financial institution?

For yourself, you can apply for AAVS for up to a maximum of three Octopus through three different financial institutions. You can also apply for AAVS for up to three family members, friends or relatives aged 12 or above.

How can I cancel the AAVS?

Cancellation can be made by calling the Octopus Customer Service Hotline on 2266 2222. Upon receipt of your cancellation request, we will send an authorization letter for de-activating the AAVS function on your Octopus. Please bring the letter and the Octopus to any MTR Customer Service Centre within 7 calendar days to deactivate the AAVS function on your Octopus. You may continue to use the Octopus in the normal way after cancellation.

Note: Cancellation of AAVS must be made by the Octopus user, and not the credit card holder

How to redeem the gifts offered by AEON Bonus Point Program?

Redemption form can be obtained from AEON Branch or click here this link to redeem online.

How to earn bonus point?

Unless otherwise specified in the card application form, cardholders can earn one bonus point for every HK$1 spent on credit purchase.

What kind of transaction does not earn bonus point?

Cash advance, fees and charges (including finance charge, annual fee, late charge and any other charge), tax payment, casino chips and cancelled or refunded transactions will not be entitled to any bonus point.

Under what circumstance will bonus point be deducted? Why does bonus point become negative in my monthly statement?

Under normal circumstance, bonus points will be deducted for redemption. If there is any cancelled or refunded transaction in your card account after deducting the relevant bonus point,AEON will make adjustment on bonus points earned from the transaction. If the bonus point in your card account is less than the adjustment, there is a chance to show negative bonus point.

Example : You have 20,000 bonus points in your credit card account. After making credit purchase of HK$7,000 in a shop, the bonus point balance will become 27,000. If you redeem a piece of AEON HK$100 gift voucher bonus point will be reduced to 2,000 (require 25,000 AEON Bonus Points to redeem one gift voucher). If due to product detects, the merchant agree to cancel the transaction and refund HK$7,000 to your credit card account. Then AEON will deduct 7,000 bonus points from your credit card account. Because the current bonus point balance is 2,000, it will become -5,000 after the adjustment. If there is no new transactions exceeds HK$5,000, the bonus point balance will be shown negative in the statement of that month.

What should I do when bonus point balance is negative?

The new bonus points you earn will be used to offset the negative bonus points until the balance becomes positive in your card account.

Example : If the current bonus point balance is -5,000. And you earn 4,000 new bonus points by purchase spending HK$4,000 in a shop. These earned bonus points will be used to offset -5,000 bonus points. Thus, the bonus points balance will become -1,000 in the statement. The bonus point balance will become positive if you earn more than 1,000 bonus points.

Are all AEON credit cards eligible for redemption?

Cardholders of AEON Chiu Choi Card, Japan Home Centre Visa Card, AEON Card JAL, AEON Visa Corporate Card and AEON Temporary Credit Card are not eligible for the bonus point redemption program.

Is AEON supplementary cardholder eligible for redemption?

No, only AEON principal cardholder is eligible for redemption of supplementary card’s bonus points.

How to redeem?

1. Online – Select the item(s) you wish to redeem from our online catalogue at AEON net member bonus point page.
2. AEON mobile app – To register or logon to AEON Netmember through mobile app. Download "AEON HK" mobile app, please click here.
3. By mail – Complete the redemption form and mail to: 20th Floor, Mira Place Tower A, 132 Nathan Road, Tsim Sha Tsui, Kowloon, Hong Kong (Please specify "AEON Bonus Point Program")

How to check bonus point?

Accrued bonus points and their expiry date will be shown on the cardholder’s monthly statement. For your convenience, you can also view your bonus points any time through AEON Netmember Service.