In case of payment failure, please try to follow the below methods:
1. Please ensure you have correctly entered the payment information (i.e. credit card number, expiry date, CVN, 3D Secure authentication password)
- Payment will be declined if there is any wrong information or disconnection during payment.
- In order to protect your account and enhance the security of online transactions, we have implemented 3D Secure authentication and you may need to input a valid one-time password (OTP) to complete the online transaction. If you cannot receive the OTP or your mobile number has not registered for the OTP service yet, please contact the credit card customer service hotline for further assistance.
2. Please try to delete the saved credit card and fill it in again on checkout page
3. Should you have any trouble in purchasing with a particular payment method, we suggest that you may try an alternative payment method as suggested below:
| Payment Method | Website/ Mobile App | O2O Shop | HKTVmall (Lite) |
| Credit card (Visa / MasterCard) | ✔️ | ✔️ | ✔️ |
| Citi HKTVmall Card | ✔️ | ✔️ | ❌ |
| Tap & Go^ | ✔️ | ✔️ | ❌ |
| AlipayHK | ✔️ | ✔️ | ❌ |
| WeChat Pay HK | ✔️ | ✔️ | ❌ |
| Octopus# | ✔️ | ✔️ | ❌ |
| BoC Pay | ✔️ | ✔️ | ❌ |
| Union Pay | ✔️ | ✔️ | ❌ |
| American Express | ✔️ | ✔️ | ❌ |
|
Apple Pay (iOS users of HKTVmall Mobile App only) |
✔️ | ✔️ | ❌ |
|
PayMe (HKTVmall Mobile App only) |
✔️ | ❌ | ❌ |
| PayPal | ✔️ | ❌ | ❌ |
| MPay* | ✔️ | ❌ | ❌ |
|
FPS (HKTVmall Mobile App only) |
✔️ | ❌ | ❌ |
If you paid with the above method and may receive notification from the related company that such an amount is being held. Please note that the amount is not authorized and could not be transferred to HKTVmall. The credit will be released back to your payment account within 5 working days (If your order was paid by credit card payment at our O2O shops, the refund will take 21 working days.). If you have any enquiries about this transaction, please contact the card issuer for further follow up.
^If the order is purchased by Tap & Go, please contact them for the refund issue.
#For Octopus payments, refunds for website or mobile App purchases will be returned within 5 working days, after which the refund can be collected at any Octopus Service Point, through the Octopus App, or through an Octopus PC Reader (where applicable, the relevant amount should be rounded up to 1 decimal place); for purchases made at O2O shops, refunds will be rebated to your HKTVmall account in Mall Dollar, and will not be refunded directly to your Octopus card/wallet.
(For the refund inquiries of Octopus, you may refer to the below website: https://www.octopus.com.hk/en/consumer/octopus-cards/proper-use/incomplete-transaction/index.html)
*If you paid with MPay, the refund amount will be displayed in Hong Kong dollars (HKD) on theHKTVmall page, while on the MPay page, it will be displayed in Macau patacas (MOP) (The exchange rate is HKD 1 = MOP 1.03.
Remarks:
1. If your previous order failed to proceed successfully due to payment failure. The items in this order have been automatically added into the shopping cart and you can proceed to payment again.
2. Any Mall Dollar or e-Coupon used in the unsuccessful order will be released to your account after an hour.
3. If you enjoy any promotional offers in an unsuccessful order, please check the relevant terms and conditions of the offers to see if you can enjoy the same offers in new orders.
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