FAQ

Application for HKT Flexi account
1. What is HKT Flexi?

HKT Flexi is a mobile financing platform powered by HKT Flexi Limited, a member of HKT Limited (HKT Limited is a company incorporated in the Cayman Islands with limited liability), to integrate financial services into customer’s daily life.

2. Who is eligible for application?

HKT Flexi welcomes all Hong Kong residents aged 18 - 65 with a valid HKID card and regular income.

3. What documents will be needed for application?

We just need your HKID card, but we may ask you for other documents on a case-by-case basis (such as your income proof and address proof).

4. How can I submit my application documents?

Simply fill in your information in-app, ensure you allow our App access to your phone’s camera so that you can take a photo of the necessary documents using the App when we ask for them.

5. What are the procedures of applying for a HKT Flexi account?

We have some key steps listed below for our account registration process. Don’t worry, our App will guide you along the way: 

i.                   Mobile and email verification

ii.                  HKID verification and taking a selfie

iii.                 Personal Information input

iv.                Repayment Account setup

v.                 Address proof and income proof submission (if requested)

vi.                Password setup

You will only need to apply for a HKT Flexi account once. You can apply for subsequent installment plans using the same HKT Flexi account through the App.

6. Can I apply for HKT Flexi if I do not have an income proof document with me?

Yes, you can still apply for HKT Flexi even if you do not have any income proof. 

7. When will I know the application result?

You will know your application result instantly. 

8. Is there any application fee?

The application for a HKT Flexi account and any installment plans will be free-of-charge. After you apply for an installment plan, the applicable interest rate will be shown to you before you accept the plan.

9. How does the verification process work? Do I need to go to branches for verification?

You can apply for HKT Flexi account anytime, anywhere and we will verify your identity in-app. All we need from you is a photo of your HKID and for you to follow a few simple instructions to show that you are a real person.

10. Why has my account application been declined?

We will take your submitted information during the application process and validate them with the assistance from a credit reference agency. We will approve the application according to several different metrics.

11. Why is my account application in a pending stage?

We may need some extra time to process your applications on a case-by-case basis. We will let you know the result in-app or via email as soon as possible.

About Pay by Flexi
1. What is an installment plan?

An installment plan is an installment loan provided by HKT Flexi Limited which allows customers to pay for their goods and services by installments at selected HKT online and offline channels. 

2. How do I apply for an installment plan with HKT Flexi?

It depends on where you are making your purchase. Please also get your HKT Flexi account ready beforehand:

a. if you are shopping at selected CSL, 1010 or a HKT retail store, simply tell the staff that you’d like to pay using HKT Flexi and confirm your installment plan details within the App. Once confirmed, the staff will provide you with a receipt and you are good to go!

b. if you are shopping at one of our selected online stores (coming successively) using your smartphone, choose HKT Flexi when you check out. The website will direct you to the App to confirm the installment plan.

c. if you are shopping at one of our selected online stores (coming successively) on your desktop, choose HKT Flexi as your check out option and scan the QR code on your screen using the QR code scanner in the App to begin the loan draw down process.

3. What are the steps for applying for a HKT Flexi installment plan?

Once you have created an HKT Flexi account and selected to pay the merchant using HKT Flexi. Open your HKT Flexi app to:

i. log-in to your HKT Flexi account through the App;

ii. review the details of your installment plan, loan applications and the loan agreement. Check the box at the bottom of the “confirm” page to proceed; and

iii. confirm that you agree with the terms of the loan agreement by checking the relevant box and button, and then enter the one-time-password sent to your mobile phone and complete the missing parts of your HKID number to authenticate your identity.

4. Can I apply for more than one installment plan?

It is possible to have more than one installment plan with HKT Flexi. Our system will evaluate each account on a case-by-case basis and allot the number of installment plan accordingly.

5. What is the maximum loan amount that I can apply for through my HKT Flexi account?

Our system will evaluate each account on a case-by-case basis and allot the maximum amount accordingly. Individual accounts may have different maximum limits.

6. Why has my loan application been rejected? How can I improve my loan application?

We will evaluate your application based on your credit report from a credit reference agency, as well as make reference to your credit behavior and the data you have provided during the loan application process.

You may obtain a copy of your credit report directly from TransUnion according to the steps on their webpage: https://www.transunion.hk/customer-support/main.

7. What is the minimum loan amount required for a HKT Flexi installment plan?

You can pay using HKT Flexi for a single purchase of as low as $2,000.

About Pay by Flexi (Applicable to Flexi 24+1 Installment Plan)
1. What is Flexi 24+1 Installment Plan? Is there a legal name (e.g. Flexi 24+1 Installment Plan)
Flexi 24+1 Installment Plan is a 25-month loan installment plan with full interest rebate provided by HKT Flexi Limited which allows customers to settle their purchased goods and services by installments at selected HKT offline channels. Customers only need to repay 80% of the loan installment amount on time each month in the first 24 months and pay the remaining 20% of the loan installment amount on time in the 25th month to enjoy the full interest rebate.
2. What is the benefit of Flexi 24+1 Installment Plan?
Flexi 24+1 Installment Plan allows customers to purchase new products with low repayment amount in the first 24 months (i.e. 80% of the purchase amount will be divided into 24 months), and the remaining balance (i.e. 20% of the purchase amount) will be paid on the 25th month. The customer can enjoy the full interest rebate as long as each monthly repayment is repaid on time.
3. Is there any interest to be charged under Flexi 24+1 Installment Plan?
You can enjoy full interest rebate as long as you repay on time. But if you fail to make any repayment on time, we will charge you interest at the interest rate and overdue interest in the manner set out in the loan agreement.
4. How can I get the interest rebate?
Any interest rebate awarded to you will be used to set-off the interest payable for a particular month, and reflected in the relevant monthly payment amount. As long as you repay each monthly repayment on time, you can enjoy the full interest rebate.
5. What are the monthly flat rate and the APR for Flexi 24+1 Installment Plan?
Please refer to the loan agreement for the monthly flat rate and the APR for the Flexi 24+1 Installment Plan. If the customer cannot repay on time, we will charge interest at the interest rate and overdue interest as set out in the loan agreement. However, you can enjoy the full interest rebate if you repay each monthly repayment on time.
6. What’s the average repayment amount shown during loan application?
The average repayment amount is the total repayment amount in the first 24 months divided by 24, and the average amount is given to customers for reference. The detailed monthly repayment amount will be shown in the repayment schedule and loan agreement during the loan application process.
7. Other than making late repayments, are there any other occasions that would lead to the cessation of interest rebate?
If any of the events in Section 4.2 of the loan agreement occurs, we may terminate the customer's entitlement to any interest rebate.
8. If I accidentally pay late, will the interest rebate given to me in previous months be clawed back?
No, but if the customer fails to pay any monthly repayment on time during the 25-month loan repayment period, we have the right to terminate the interest rebate for the corresponding month and subsequent months.
9. Can I make the early settlement for the Flexi 24+1 loan?
Yes, please contact our customer service hotline at 2888 2258 or fill in the <Service Request Form.PDF> and email us at FlexiSupport@pccw.com to request for an early repayment of your Flexi loan. We will process your request within 30 calendar days after receiving your request.
10. If I early settle the loan, do I still receive full interest rebate? Any penalty for early settlement?
Yes, early settlement does not affect the customer to enjoy the full interest rebate and no penalty will be imposed for early settlement. However, Flexi 24+1 Installment Plan is to allow customers to purchase new products with low repayment amount in the first 24 months (i.e. 80% of the purchase amount will be divided into 24 months), and the remaining balance (i.e. 20% of the purchase amount) will be paid on the 25th month. The customer can enjoy the full interest rebate as long as each monthly repayment is repaid on time.
11. Can I make the early repayment of the 25th month averagely within the first 24 months?
No, you can’t. However, you can raise a request for early full payment anytime, please contact our customer service hotline at 2888 2258 or fill in the <Service Request Form.PDF> and email us at FlexiSupport@pccw.com to request for an early repayment of your Flexi loan. We will process your request within 30 calendar days after receiving your request.
About Flexi Money
1. What is Flexi Flash?

You can first register for a HKT Flexi account before applying for the Flexi Flash which is a 12-month loan installment plan with personalized interest rate. If you have already had a HKT Flexi account, you can simply go to the side menu of HKT Flexi mobile App and select Flexi Money, then select Flexi Flash and follow the instructions to complete the authentication of your HKT Flexi account and Tap & Go wallet. Upon successful authentication, you can apply for a Flexi Flash loan via HKT Flexi mobile App . Upon successful loan application, the loan will be disbursed from HKT Flexi mobile App to your Tap & Go wallet. You can then transfer your funds from Tap & Go wallet to other bank accounts via Faster Payment System (FPS), or make purchase through merchants accepting Mastercard and UnionPay online and around the globe. Flexi Flash is available anywhere and anytime!

2. Who is eligible to apply for Flexi Flash?

Any customer who is:
(i) aged between 18 and 59;
(ii) a Hong Kong resident with a valid HKID card;
(iii) having a valid HKT Flexi account and a valid Tap & Go wallet

can apply for a Flexi Flash loan via HKT Flexi mobile App . Both HKT Flexi account and Tap & Go wallet must be valid and registered under the customer’s name.

3. How can I apply for Flexi Flash?

If you do not have a HKT Flexi account, please go to App store to download the HKT Flexi mobile App and complete the registration process by following the instructions from App. If you do not have a Tap & Go wallet, please go to App store to download the Tap & Go App, register for a Tap & Go account and submit your HKID for account upgrade.

If you have already had a valid HKT Flexi account and a valid Tap & Go wallet, please make sure you have installed both HKT Flexi mobile App and Tap & Go App on your mobile device.

HKT Flexi mobile App as an entry point

i. Log-in to your HKT Flexi account through the App and select "Flexi Money" on the side menu;
ii. Follow the instructions to complete the authentication between your Tap & Go wallet and your HKT Flexi account(if you have already authenticated your Tap & Go wallet with HKT Flexi mobile App by following the instructions from HKT Flexi mobile App to complete the authentication process, this step can be skipped);
iii. Review your personal information which you have submitted to HKT Flexi before, read and accept the T&C, then complete the missing parts of your HKID number to authenticate your identity;
iv. Input the loan amount for your application, and then confirm the details of your installment plan, loan application and the loan agreement by checking the box at the bottom of the “confirm” page to proceed;
v. Enter the mobile One Time Password (“OTP”) sent to your mobile device; and
vi. Upon your successful application of the loan, the loan will be disbursed to your designated Tap & Go wallet from HKT Flexi directly.

4. How do I authenticate my Tap & Go wallet?

You can simply login to the HKT Flexi account, and then select the function of "Flexi Money" under the side menu and the App will guide you through to authenticate your Tap & Go wallet with HKT Flexi account. Please follow the instructions in the App.

5. Why can't I authenticate my Tap & Go wallet with HKT Flexi mobile App ?

Please make sure you have already submitted your HKID to Tap & Go and the account status is valid and it is registered under your own name. If you are still having technical issues, please contact our customer service hotline at 2888 2258.

6. How do I remove my Tap & Go wallet from HKT Flexi mobile App ?

You can login to the HKT Flexi account via HKT Flexi mobile App , click on the profile icon, then enter the mobile One Time Password (“OTP”) to view and edit your personal information. You can click "Remove Tap & Go account" to remove your Tap & Go wallet from the personal information page.

7. I have more than one Tap & Go wallet, which wallet can I authenticate with HKT Flexi mobile App ?

If you have more than one Tap & Go wallet, you can first login to your Tap & Go wallet in the mobile device that has installed HKT Flexi mobile App before you perform the authentication. Both Tap & Go wallet and HKT Flexi account must be logged in under your own name (same HKID number).

8. Can I add additional Tap & Go wallet to HKT Flexi mobile App ?

No. You can only authenticate one Tap & Go wallet under your own name registered in HKT Flexi mobile App , and both apps must be installed in the same mobile device.

9. Can I add my family member's Tap & Go wallet to my HKT Flexi mobile App ?

No, both HKT Flexi account and Tap & Go wallet must be registered under your own name.

10. What is the maximum loan limit of Flexi Flash?

Our system will evaluate each loan application on a case-by-case basis. We will evaluate your loan application based on your credit report from a credit reference agency, your credit behavior and the data you have provided during the loan application process. Individuals may have different maximum loan limits and it also depends on your wallet balance limit and top up limits of your Tap & Go wallet.

11. What is the tenor?

We are now offering 12-month loan installment plan for Flexi Flash. More options are yet to come, please stay tuned.

12. The screen shows that the loan has been approved but I fail to top up to my Tap & Go wallet. What should I do next?

Please contact our customer service hotline at 2888 2258 for assistance.

13. Can I apply for more than one Flexi Flash loan?

Yes, you can. Our system will evaluate each application on a case-by-case basis. We will evaluate your application based on your credit report from a credit reference agency, as well as making reference to your credit behavior and the data you have provided during the loan application process. Individuals may have different maximum limits and it also depends on your wallet balance limit and top up limits of your Tap & Go wallet.

14. After Flexi Flash application, how long does it take for me to receive the loan disbursement?

You can receive the Flexi Flash loan instantly once the loan has been approved.

15. Can I cancel the Flexi Flash loan after knowing my personalized interest rate or monthly repayment amount?

Yes. You can cancel the Flexi Flash loan application if you are not comfortable with your personalized interest rate or monthly repayment amount. Please be reminded that the cancellation shall be made before signing the loan agreement in the HKT Flexi mobile App .

16. Can I cancel the Flexi Flash loan after the loan is accepted?

You cannot cancel the Flexi Flash loan if you sign the loan agreement in the HKT Flexi mobile App .

17. What documents are required for the Flexi Flash application?

If you have a valid HKT Flexi account and a valid Tap & Go wallet, you do not need to provide any documents.

If you do not have a valid HKT Flexi account, we just need your HKID card, but we may also ask you to provide us with other documents (such as your address proof) in some cases.

If you do not have a valid Tap & Go wallet, you can go to Tap & Go website: https://www.tapngo.com.hk/eng/apply.html for details on how to activate a Tap & Go wallet.

18. Do I need to provide income proof?

No income proof is required for application of Flexi Flash loan.

19. Is there another disbursement channel other than Tap & Go?

Tap & Go is currently the only disbursement channel and we will launch other disbursement channels soon. Please stay tuned.

20. I do not have a Tap & Go wallet. Can I apply for Flexi Flash?

In order to disburse the Flexi Flash loan from HKT Flexi mobile App to you, a valid Tap & Go wallet is pre-requisite for Flexi Flash application. To know more about Tap & Go, please visit to Tap & Go website: www.tapngo.com.hk or call their customer service hotline at 2888 0000.

21. Can I make the early settlement for the Flexi Flash loan?

Yes, please contact our customer service hotline at 2888 2258 or fill in the <Service Request Form.PDF> and email us at FlexiSupport@pccw.com to request for an early repayment of your Flexi Flash loan. We will process your request within 30 calendar days after receiving your request. Apart from the interest due as at the confirmed loan settlement date, no additional fees will be charged for an early settlement.

22. What is ‘Flexi Max’ under Flexi Flash section shown in the HKT Flexi mobile App?
It is our new product and we will launch it very soon. Please stay tuned on our HKT Flexi mobile App update.
Rates and Fees
1. What does APR refer to?

The Annualized Percentage Rate (“APR”) is calculated using the internal rate of return (“IRR”) calculation method. Using the IRR calculation method, the net present value of all cash flows from the loan is set at zero at the time of loan disbursement while all the monthly repayments of the loan will be discounted over time based on the period of repayment of that loan. The APR is derived from the monthly flat rate expressed as an annualized rate, and rounded off to two decimal places.

2. How does HKT Flexi determine my interest rate?

You will enjoy a personalized interest rate based on your credit report and behavior with reference to the credit reference agencies as well as the data that you provide during the loan application.

Repayment (Not applicable to Flexi 24+1 Installment Plan)
1. How to calculate my repayment amount?

Your monthly repayment amount is calculated based on Loan Principal, Monthly Flat Rate and Loan Tenor.

2. What are the repayment methods for my HKT Flexi financing plan?

We will set up a direct debit instruction using your bank account to enable you to repay your HKT Flexi installment plan. If we are unable to debit funds from your designated bank account, you may pay using the Faster Payment System QR code shown in your monthly statement or via the Tap & Go mobile wallet.

3. Can I settle my loan before the maturity date? Will there be any fees incurred?

Yes. Call our customer service hotline at 2888 2258 or fill in the <Service Request Form.PDF> and email us at FlexiSupport@pccw.com to request for early repayment of your HKT Flexi installment plan. We will handle your request within 30 calendar days after receiving your request. Apart from the interest due as at the confirmed loan settlement date, no extra fees will be charged for an early settlement.

4. What happens if my repayment day is a public holiday or when typhoon, rainstorm warnings or extreme conditions are in force?

Our system will process your payment on the next business day.

5. What happens if I make late repayment?

Interest will be charged on all outstanding amounts on a daily basis according to the interest rate stated in your Loan Agreement until you repay. We strongly recommend timely repayments as extra interest payment will apply when the loan is overdue. Late repayments might also have an impact on your credit history. We will also send you reminders through push notifications from our App, SMS and email. 

6. How can I check my repayment date?

You can check your repayment schedule and status through the “My Installment” function in our App anywhere anytime.

My Profile
1. How can I update my account information?

Click on your profile icon in the App, enter the mobile One Time Password (“OTP”) to view and edit your personal information, including your email, residential address and repayment bank account. 

2. What should I do if I want to change the bank account that I will use to repay the loan?

Just access your profile in the App and set up a new direct debit instruction for the new bank account. Your bank account will be changed upon confirmation within 14 business days (depending on the setup procedure of individual banks).

We will begin to debit from your new bank account on the following month upon successful setup.

3. Is there a way to update my residential address?

Access your profile details to view your current residential address and enter a new one. If you have entered a new address, you will also need to submit an address proof in-app for our verification. You can only apply for new installment plans until we have verified your new residential address. 

4. If I have changed my mobile number and cannot receive the mobile OTP anymore, what can I do?

You can click “Not this mobile number?” in the OTP page, go through our HKID and liveliness verification process and set up a new mobile number.

Technical support and others
1. If I run into any technical issues with the App, who can I contact?

You can call our hotline 2888 2258 for support.

2. What is the mailing address of HKT Flexi?

Our address is Room 3301, 33rd Floor, PCCW Tower, Taikoo Place, 979 King’s Road, Quarry Bay, Hong Kong.

Download Now