Got questions? We've got answers!

Welcome to the WeLab Bank Support Center, how can we help you today?

What is WeLab Bank

Why doesn't WeLab Bank have branches?

I already have a bunch of bank accounts and even installed their mobile banking apps. Why should I care about virtual banks?

Are you guys a REAL bank?

Account Opening

Who is eligible for opening a deposit account?

How will I know if my account opening was successful?

What are your tips for taking pictures of my HKID and my selfie?

GoWealth

Featured Funds Services

GoWealth Digital Wealth Advisory Services

Account Opening and Investment Profile

Personal Instalment Loan

How long can I repay for?

I thought the name was GoFlexi or WeLab Bank Debt Consolidation Loan?

What is Personal Instalment Loan’s interest calculation method?

Loan-Deposit-Link

What happened to my Loan-Deposit-Link if I repay my GoFlexi Loan or WeLab Bank Personal loan early?

Can I enjoy all the loan promotions together?

What's the maximum eligible deposit for Loan-Deposit-Link?

Card Debt Consolidation Loan

How much should I borrow?

How long can I repay for?

I thought the name was GoFlexi or WeLab Bank Debt Consolidation Loan?

Subscribe+ for Apple Product

What are the tenor of the loans I will drawdown with the Apple products purchased?

I cannot receive the one-time password via SMS. What should I do?

What is WeLab Bank Subscribe+ for Apple Products?

GoSave2.0

What is the maximum and minimum deposit amount for GoSave 2.0 Time Deposit?

What is the major difference between GoSave Time Deposit and GoSave 2.0 Time Deposit?

What transaction description will be shown on the transaction details page on the App after setting up the GoSave 2.0 Time Deposit?

Debit Card and ATM

I used WeLab Debit Card to make purchases at a merchant, and later found that the product was not satisfactory, and I refunded it at the merchant, but the relevant funds still cannot be reflected in the available balance, what should I do?

After I withdrew money from an ATM, the screen shows that the transaction failed, but I found that the withdraw amount from core account has been debited, what should I do?

If I don’t have a physical card, and I report lost card but I have reached the maximum number of free replacement cards in the same calendar year, will I be charged?

Add and Send Money

What is the maximum amount I can add from a linked account?

Can I establish a recurring Bill or merchant payment through Direct Debit authorization?

How can I de-link a bank account?

Foreign Exchange

What is the currency trading hour?

What is the interest rate for my Foreign Currency Account deposits?

How do I withdraw FX?

Account Operations

Can I still log in to my account if I install the app on my new mobile phone?

What should I do if I suspect my account has been stolen?

I've lost my phone and cannot access my account. What should I do?

Rewards

What transactions are eligible for rewards?

Deposit Interest Rate

When will I receive my savings interest?

Why do I receive 1.49% savings interest rate only?

Can I enjoy the offer if my deposit does not reach HKD 1,000,000?

Fees and Charges

General Service Charges

Insights

What if I get refunds? How will this be displayed?

What is excluded from “Insights”?

How come the percentages don’t add up to 100%?

Referrals

Who is my Direct Referee? How can I check it?

Can I close my account right after receiving the reward?

What if my friends close account before I receive the referral rewards, do I still get my referral reward?

Miscellaneous

I want to file a complaint, what should I do and how will you handle it?

What are bogus calls? What should I do if I think I have received a bogus call?

What shall I do if I have any feedback that I want to report?