e-Cheque Drop Box - FAQ

Q1:	What is e-Cheque?

A1:	e-Cheque is an electronic counterpart of paper cheque. It turns the cheque writing and deposit processes totally online. Paying with e-Cheques will be an entirely paperless experience. A valid e-Cheque must be in Portable Document Format (PDF) file format which bears the digital signatures of the account holder(s), authorized signer(s) and/or the payer bank. A scanned copy of paper cheque or a printed copy of e-Cheque is not considered an e-Cheque and is therefore not acceptable by the e-Cheque Drop Box.

Q2:	What is the e-Cheque Drop Box?

A2:	The e-Cheque Drop Box is operated by the Hong Kong Interbank Clearing Limited (“HKICL”), which is a private company jointly owned by the Hong Kong Monetary Authority (“HKMA”) and the Hong Kong Association of Banks (“HKAB”). The e-Cheque Drop Box allows registered users to present an e-Cheque into a designated bank account of the e-Cheque Drop Box participating bank.

Q3:	How can I use the e-Cheque Drop Box?

A3:	Any person who has a valid email address and a bank account with the e-Cheque Drop Box participating bank can register for using the e-Cheque Drop Box.

Q4:	How can I access the e-Cheque Drop Box?

A4:	The e-Cheque Drop Box is available on the web portal and in the form of a mobile app. For the web portal, please visit http://www.echeque.hkicl.com.hk. For mobile device, you are recommended to download the free e-Cheque Drop Box mobile app from the Apple App Store at https://itunes.apple.com/app/id1028947224 or the Google Play store at https://play.google.com/store/apps/details?id=com.hkicl.ecp.mobile.

Q5:	Do I need to pay for using the e-Cheque Drop Box?

A5:	No, there is no charge for using the e-Cheque Drop Box.

Q6:	What are the service hours?

A6:	The e-Cheque Drop Box operates all year round except 01:00 to 05:00 every Sunday (GMT+8) and during any ad-hoc or planned system maintenance period. Please refer to the Notices page for announcement of the system maintenance schedule.

Q7:	What languages are supported?

A7:	The e-Cheque Drop Box is available in three languages: English, Traditional Chinese and Simplified Chinese.

Q8:	What are the system requirements?

A8:	Web Portal:

	The e-Cheque Drop Box is compatible with Windows 7/8/10 and Mac OS X 10.10/10.11/10.12: For Windows 7/8/10, Internet Explorer 11, Google Chrome 48 or above and Firefox 44 or above are supported; For Mac OS X 10.10/10.11/10.12, Safari 8 or above is supported. Please be reminded that you may not be able to use the e-Cheque Drop Box if your system does not meet the above requirements. For the most updated list of compatible browsers and operating systems, please refer to the Notices page.

	Mobile Application:

	The e-Cheque Drop Box mobile app is compatible with Android 4.1 or above and iOS 8 or above. Please be reminded that you may not be able to use the e-Cheque Drop Box if your system does not meet the above requirements. For the most updated information on compatibility with Android/iOS, please refer to the Notices page.

Q9:	Can I access the e-Cheque Drop Box from outside of Hong Kong?

A9:	Yes, you can access the e-Cheque Drop Box anywhere provided that you can connect to the Internet.

Q10:	Do I receive an email notification on changes of the e-Cheque Drop Box Terms and Conditions?

A10:	No, such information will be posted in the Notices page.

Q11:	How will my personal data be used? Does the e-Cheque Drop Box have any measures to guard against leakage of my personal information?

A11:	The purpose of collecting information from you including bank account information and email address is to facilitate the processing of e-Cheque presentment and subsequent notification. Please refer to our Personal Information Collection Statement for details.

Q12:	Is the e-Cheque Drop Box secure?

A12:	Yes, stringent security protection measures such as secure HTTPS protocol over Transport Layer Security (TLS) have been implemented to prevent unauthorized access or eavesdropping to e-Cheques which are presented through the e-Cheque Drop Box. For the web portal, user will be forced to log off automatically if there is no activity for 15 minutes to strengthen the security control.

Q13:	Can I print out the e-Cheque and deposit it as paper cheque?

A13:	No, an e-Cheque is a digitally signed electronic document which cannot be verified in hard copy.

Q14:

How do I logon and logout of my user account?

A14:

Web Portal:

To logon

Step 1:	On the e-Cheque Drop Box homepage, click "Logon" at the top right corner.
Step 2:	On the User Logon page, enter your email address and password, and click "Logon".

To logout

Step 1:	Click "Logout" at the top right corner.
Step 2:	Click "Confirm" on the pop-up window.
Step 3:	A confirmation message will be displayed.

Mobile Application:

To logon

Step 1:	After opening the e-Cheque Drop Box app, go to "Logon/Register".
Step 2:	On the User Logon page, enter your email address and password, and tap "Logon".

To logout

Step 1:	Go to "Logout" on the main menu.
Step 2:	Tap "Confirm" on the pop-up window.

Q15:

What should I do if I forget my password?

A15:

Web Portal:

Step 1:	On the e-Cheque Drop Box homepage, click "Logon" at the top right corner.
Step 2:	On the logon page, click "Forget your password?".
Step 3:	Enter the required information and click "Submit". A Forget Password Assistance email will be sent to the registered email address.
Step 4:	Open the email and click on the hyperlink provided within 5 calendar days. Otherwise, the hyperlink will be expired.
Step 5:	Click "Confirm" on the pop-up window.
Step 6:	Enter the required information and click "Submit". A confirmation email will be sent to the registered email address.
Step 7:	You can now logon with your new password.

Mobile Application:

Step 1:	After opening the e-Cheque Drop Box app, go to "Logon/Register ".
Step 2:	On the logon page, tap "Forget your password?".
Step 3:	Enter the required information and tap "Submit". A Forget Password Assistance email will be sent to the registered email address.
Step 4:	Tap on the hyperlink provided in the email and select to open with the e-Cheque Drop Box app within 5 calendar days. Otherwise, the hyperlink will be expired.
Step 5:	Enter the required information and tap "Submit". A confirmation email will be sent to the registered email address.
Step 6:	You can now logon with your new password.

Q16:	What should I do if I have successfully logged on using the existing password after submission of the forget password request?

A16:	You should ignore the Forget Password Assistance email as the hyperlink provided will become invalid. Please note that a reject message will be displayed when you try to open the link.

Q17:	How do I know that an e-Cheque has been tampered?

A17:	e-Cheque adopts the Public Key Infrastructure (PKI) technology. PKI is a widely used technology to ensure, among others, the integrity, authenticity and non-repudiation of data. Using PKI technology, each e-Cheque is digitally signed by the digital certificates issued by one of the recognized certification authorities in Hong Kong. It allows you to identify whether an e-Cheque has been tampered or not. In any case, the e-Cheque Drop Box will also verify the genuineness and integrity of e-Cheque upon the presentment of e-Cheque. For more details, please refer to website of the Office of Government Chief Information Officer (OGCIO) at http://www.ogcio.gov.hk/.

Q18:	I've looked through the FAQ and my problem is still not resolved, who can I call for help?

A18:	Web Portal:

	Please contact your bank. You may click on “Participating Banks” at the top right corner for the bank’s contact information.

	Mobile Application:

	Please contact your bank. You may visit General Information>Participating Banks for the bank’s contact information.

Q19:	Do I need to provide Hong Kong Identity Card (HKID) number or passport number for registration?

A19:	No, personal identification data will not be collected for the use of the e-Cheque Drop Box.

Q20:	What information is required for user account registration?

A20:	You are required to provide your email address and the bank account number of the e-Cheque Drop Box Participating Bank during user account registration.

Q21:

How do I register and activate a user account?

A21:

Web Portal:

Step 1:	On the e-Cheque Drop Box homepage, click "Register" at the top right corner.
Step 2:	Complete the information and click "Submit".
Step 3:	Please review the information you have provided. To make changes, click “Modify” to go back to the previous page. To proceed, check the box “I have read and agreed to the Terms & Conditions” and click "Confirm". A Drop Box User Account Activation email will be sent to the registered email address.
Step 4:	Open the email and click on the hyperlink provided within 10 calendar days. Otherwise, the hyperlink will be expired.
Step 5:	Click "Confirm" on the pop-up window.
Step 6:	Enter the required information and click "Submit". Meanwhile, a confirmation email will be sent to the registered email address.

Mobile Application:

Step 1:	After opening the e-Cheque Drop Box app, go to “Logon/Register”.
Step 2:	On the logon page, tap “Register”.
Step 3:	Complete the information and tap “” (for Android) or “Submit” (for iOS).
Step 4:	Please review the information you have provided. To make changes, tap “” (for Android) or “Cancel”’ (for iOS) to go back to the previous page. To proceed, acknowledge that you have read and agreed to the Terms & Conditions. A Drop Box User Account Activation email will be sent to the registered email address.
Step 5:	Tap on the hyperlink provided in the email and select to open with the e-Cheque Drop Box app within 10 calendar days. Otherwise, the hyperlink will expire thereafter.
Step 6:	Enter the required information and tap “” (for Android) or “Submit” (for iOS). Meanwhile, a confirmation email will be sent to the registered email address.

Q22:	Can I add more than one bank account during registration?

A22:	Only one bank account is required during registration. However, you may add more bank accounts (up to 60 accounts) upon successful user account registration. Please refer to "How to add, modify and delete bank account under my user account? (Q40) ".

Q23:	What is the code in brackets following bank’s name? Why do I see more than one entry of the same bank in the list but with different code?

A23:	It is the bank code of the designated bank. Some banks may possess more than one bank code due to their business structure. Please make sure you select the correct bank code of your designated bank. If you have any questions about the bank code, please contact your bank.

Q24:	Can I register using a credit card account?

A24:	Subject to the acceptance of individual banks, you may present e-Cheque into a credit card account similar to an ordinary bank account through the e-Cheque Drop Box. If a bank supports presentment of e-Cheques into credit card accounts, the option “Credit Card” is available for selection under Account Type.

Q25:	Can I register more than one user account?

A25:	Yes, you may register additional user account(s) using different email address(es).

Q26:	Can I register a user account on behalf of an entity?

A26:	Yes, you may register a user account to facilitate presentment of e-Cheques payable to an entity.

Q27:	Can I register a user account for another person?

A27:	This is not recommended. For security and privacy concerns, a person should register his own user account for e-Cheque presentment through the e-Cheque Drop Box. However, you can add a third party bank account after obtaining consent from that person to facilitate presentment of e-Cheques payable to a third party.

Q28:	What is an account alias?

A28:	You are required to provide a “nickname” (limited to 30 characters) for each bank account to facilitate easy reference during e-Cheque presentment. You may change the account alias of your bank account by following the steps in "How to add, modify and delete bank account under my user account? (Q40)".

Q29:	Can I use the same email address to perform user account registration again?

A29:	You may only do so under the following circumstances: The user account which using the same email address to register previously has not been activated; or The user account has been closed.

Q30:	Can I use the same user account for the web portal and mobile app?

A30:	Yes, you can use the same user account to logon both the web portal and mobile application.

Q31:	Why can't I register using the email address I provided?

A31:	This may due to the following reasons: The format of the email address is invalid; or The email address has already been registered and activated.

Q32:	Why can't I register using the password I specified?

A32:	Your password must satisfy the requirements below: 8 to 12 characters in length; and consists of both alphabets (which is case sensitive) and numbers.
	In addition to alphabets and numbers, certain symbols are also supported, including !@#$%^&*()_+~{}\|:"<>?`-=[]\;',./

Q33:	Why can't I find my bank from the drop-down menu?

A33:	Your bank does not support presentment of e-Cheques via the e-Cheque Drop Box.

Q34:	Why can't I register my credit card account?

A34:	Your bank does not support presentment of e-Cheques into credit card accounts.

Q35:	Why can’t I register using the bank account number I provided?

A35:	The bank account number (or credit card number) you provided does not comply with the format requirements of your bank. Please make sure the numbers provided are correct. For assistance, you may refer to “I've looked through the FAQ and my problem is still not resolved, who can I call for help? (Q18)” to contact your bank.

Q36:	I cannot receive the email from the e-Cheque Drop Box. What should I do?

A36:	The email is sent from the sender “e-Cheque” [noreply@smtp.echeque.hkicl.com.hk]. If the email is not found in inbox, please check the Spam, Junk, Deleted Items or Archive folder. Please also make sure that the spam filter of your email client does not filter out our emails. If you are still unable to locate the Drop Box User Account Activation email, please register again by repeating the steps in "How do I register and activate a user account? (Q21)". If the problem is not resolved, please contact your email service provider for assistance.

Q37:	I have trouble opening the user account activation hyperlink provided in the email. What should I do?

A37:	This may be due to the following reasons: Connectivity to internet (please make sure your computer or mobile device is connected to the internet); Some mailboxes may block web hyperlink (please try to copy the user account activation hyperlink to the URL field in a browser to access the hyperlink); or The hyperlink has expired as the user account activation is not completed within 10 calendar days after submission of the registration request (in this case, please perform user account registration again).

Q38:

How to update my user account information?

A38:

You may update your user account information including salutation, preferred name, phone number and preferred language of email notification. The email address cannot be changed.

Web Portal:

Step 1:	After logon, go to User Profile.
Step 2:	Modify the information and click "Update".
Step 3:	A confirmation message will be displayed.

Mobile Application:

Step 1:	After opening the e-Cheque Drop Box app, go to User Profile>User Account Maintenance.
Step 2:	Update the information and tap “” (for Android) or “Update” (for iOS).
Step 3:	A confirmation message will be displayed.

Q39:

How to change the language of the email notification?

A39:

Web Portal:

Step 1:	After logon, go to User Profile.
Step 2:	Select the preferred language and click "Update".
Step 3:	A confirmation message will be displayed.

Mobile Application:

Step 1:	After opening the e-Cheque Drop Box app, go to User Profile>User Account Maintenance.
Step 2:	Select the preferred language and tap “” (for Android) or “Update” (for iOS).
Step 3:	A confirmation message will be displayed.

Q40:

How to add, modify and delete bank account under my user account?

A40:

Web Portal:

Step 1:	After logon, go to Bank Accounts.

To add
Step 2:	Click "Add".
Step 3:	Complete the information and click "Add".
Step 4:	A confirmation message will be displayed.

A bank account (including credit card account) can be added to one or more user account.

To modify
Step 2:	Click on the bank column of the corresponding bank account that you would like to modify.
Step 3:	Update the information and click "Modify".
Step 4:	A confirmation message will be displayed.

To delete
Step 2:	Click on the bank column of the corresponding bank account that you would like to delete and click “Remove”.
Step 3:	Click "Confirm" on the pop-up window.
Step 4:	A confirmation message will be displayed.

Mobile Application:

Step 1:	After opening the e-Cheque Drop Box app, go to User Profile> Bank Account Maintenance.

To add
Step 2:	Tap “+”.
Step 3:	Complete the required information and tap “”(for Android) or “Add” (for iOS).
Step 4:	A confirmation message will be displayed.

A bank account (including credit card account) can be added to one or more user account.

To modify
Step 2:	Select the bank account that you would like to modify from either of the two folders, Valid Accounts and Invalidated Accounts.
Step 3:	Amend the information and tap “”(for Android) or “Update” (for iOS).
Step 4:	A confirmation message will be displayed.

To delete
(for Android)
Step 2:	Select the bank account that you would like to delete from either of the two folders, Valid Accounts and Invalidated Accounts.
Step 3:	Tap “”.
Step 4:	Tap “Confirm”.
Step 5:	A confirmation message will be displayed.

(for iOS)
Step 2:	Swipe from right to left on the bank account that you would like to delete from either of the two folders, Valid Accounts and Invalidated Accounts.
Step 3:	Tap “Remove”.
Step 4:	Tap “Confirm”.
Step 5:	A confirmation message will be displayed.

Q41:	What is the code in brackets following bank’s name? Why do I see more than one entry of the same bank in the list but with different code?

A41:	It is the bank code of the designated bank. Some banks may possess more than one bank code due to their business structure. Please make sure you select the correct bank code of your designated bank. If you have any questions about the bank code, please contact your bank.

Q42:	How many bank accounts can I maintain under a user account?

A42:	You can maintain up to 60 bank accounts (including credit card accounts) under a user account. If the maximum limit is reached, you may register an additional user account with another valid email address.

Q43:	Can I remove all the bank accounts under a user account?

A43:	No, at least one bank account must be maintained under a user account.

Q44:	Why is there a status for each registered bank account under the Bank Accounts page on the web portal or under Bank Account Maintenance on mobile application?

A44:	Each status reflects the validity of a bank account. No status is shown: The bank account is newly added. Verified: The bank account is verified. The payee bank has accepted the first e-Cheque presentment request designated to this bank account. Invalid: The bank account is invalid. The payee bank has rejected the latest e-Cheque presentment request designated to this bank account due to (i) invalid payee account/ unsupported account type or (ii) payee account not exist. This bank account is no longer available for selection during e-Cheque presentment unless you have modified the bank account details.

Q45:	Why are the bank accounts categorized into two folders, Valid Accounts and Invalidated Accounts under Bank Account Maintenance? (For mobile app only)

A45:	The Valid Accounts folder contains bank accounts which are newly added or verified by the payee bank, meaning that the first e-Cheque presentment request designated to the particular bank account was accepted. The Invalidated Accounts folder contains invalid bank accounts, meaning that the latest e-Cheque presentment request designated to the particular bank account is rejected by payee bank due to (i) invalid payee account/ unsupported account type or (ii) payee account not exist. This bank account is no longer available for selection during e-Cheque presentment unless you have modified the bank account details which then be moved to the Valid Accounts folder.

Q46:	If I changed my user profile or bank account on the web portal, do I have to repeat the same on the mobile app? And vice versa?

A46:	No. All these setting changes will be applied to both the web portal and the mobile app once saved.

Q47:

How do I change my password?

A47:

Web Portal:

Step 1:	After logon, click Change Password at the top right corner.
Step 2:	Enter the required information and click "Submit".
Step 3:	A confirmation message will be displayed. Also, an email will be sent to the registered email address.

Mobile Application:

Step 1:	After opening the e-Cheque Drop Box app, go to User Profile>Change Password.
Step 2:	Enter the required information and tap "Submit".
Step 3:	A confirmation message will be displayed. Also, an email will be sent to the registered email address.

Q48:

How to close my user account?

A48:

Web Portal:

Step 1:	After logon, go to User Profile.
Step 2:	Click "Close Account".
Step 3:	Click "Confirm".
Step 4:	A confirmation message will be displayed. Also, an email will be sent to the registered email address.

The past presentment records will no longer be available on the e-Cheque Drop Box after user account closure. However, it does not affect the processing of presented e-Cheques.

Mobile Application:

Step 1:	After opening the e-Cheque Drop Box app, go to User Profile>User Account Maintenance.
Step 2:	Tap “” (for Android) or “Close Account” (for iOS).
Step 3:	Tap "Confirm".
Step 4:	A confirmation message will be displayed. Also, an email will be sent to the registered email address.

The past presentment records will no longer be available on the e-Cheque Drop Box after user account closure. However, it does not affect the processing of presented e-Cheques.

Q49:	Does the e-Cheque Drop Box remove my user account due to inactivity for a defined period?

A49:	The e-Cheque Drop Box will automatically remove your user account if it has been inactive (i.e. without any successful logon) for 1 year. An email notification will be sent to the registered email address 30 days in advance prior to the removal and you should logon to your user account within this defined period in order to stay active.

Q50:	Why do I fail to logon?

A50:	Please make sure that you do not have caps lock on when entering the password. If you forget your password, please follow the steps in "What should I do if I forget my password? (Q15)" to reset a new password. You may also refer to "Why is my user account disabled? (Q57)" and "Why is my user account temporarily/permanently suspended? (Q58)" if you encounter such scenarios.

Q51:	Why can't I find my bank from the drop-down menu?

A51:	Your bank does not support presentment of e-Cheques via the e-Cheque Drop Box.

Q52:	Why can't I register my credit card account?

A52:	Your bank does not support presentment of e-Cheques into credit card accounts.

Q53:	Why do I have trouble adding and/or modifying my bank account number?

A53:	The bank account number (or credit card number) you provided does not satisfy the format requirements of your bank. You should make sure the account number is correct. For assistance, please refer to “I've looked through the FAQ and my problem is still not resolved, who can I call for help? (Q18)” to contact your bank.

Q54:	Why can't I create a new password?

A54:	Your password must satisfy the requirements below: 8 to 12 characters in length; consists of both alphabets (which is case sensitive) and numbers; and different from the current and previous 2 passwords.
	In addition to alphabets and numbers, certain symbols are also supported, including !@#$%^&*()_+~{}\|:"<>?`-=[]\;',./

Q55:	I cannot receive the email from the e-Cheque Drop Box. What should I do?

A55:	The email is sent from the sender “e-Cheque” [noreply@smtp.echeque.hkicl.com.hk]. If the email is not found in inbox, please check the Spam, Junk, Deleted Items or Archive folder. Please also make sure that the spam filter of your email client does not filter out our emails. If you are still unable to locate the Drop Box User Account Activation email, please register again by repeating the steps in "What should I do if I forget my password? (Q15)". If the problem is not resolved, please contact your email service provider for assistance.

Q56:	I have trouble opening the reset password hyperlink provided in the email from the e-Cheque Drop Box. What should I do?

A56:	This may be due to the following reasons: Connectivity to internet (please make sure your computer or mobile device is connected to the internet); Some mailboxes may block web hyperlink (please try to copy the reset password hyperlink to a browser); or the hyperlink has expired as the required action is not performed within 5 calendar days after submission of the forget password request (in this case, please submit the request again).

Q57:	Why is my user account disabled?

A57:	You have failed to logon after 5 consecutive unsuccessful logon attempts. If you forget your password, please follow the steps in “What should I do if I forget my password? (Q15)”

Q58:	Why is my user account temporarily/permanently suspended?

A58:	This may be due to the following reasons: Repeated presentment of e-Cheques to invalid bank account(s); Repeated presentment of e-Cheques with payee name not matching with bank account name; or Repeated presentment of invalid e-Cheques. Please note that the submitted e-Cheques will be processed regardless of the user account status.

Q59:	What should I do if my user account is permanently suspended?

A59:	You have to register a new user account with another email address in order to use the e-Cheque Drop Box.

Q60:	Why is the forget password function temporarily suspended?

A60:	You have already submitted 5 forget password requests without completing the process. Please check your email and complete the reset password process. For more details, please refer to “What should I do if I forget my password (Q15)”.

Q61:	If I suspect that my user account is compromised, what should I do?

A61:	You should perform one of the following actions: If you can still logon to the e-Cheque Drop Box, change your password immediately by following the steps in "How do I change my password? (Q47)"; If the problem is not resolved after you’ve changed the password, you may consider to close your user account by following the steps in "How to close my user account? (Q48)"; or If you cannot logon to the e-Cheque Drop Box, your logon credentials may have been changed. Please reset your password using the "forget your password" function by following the steps in "What should I do if I forget my password? (Q15)".

Q62:

I have selected my "Preferred Language", but it is displayed in Traditional Chinese every time when I visit the e-Cheque Drop Box, what can I do?

A62:

Web Portal:

The "Preferred Language" setting under User Profile only applies to email notification. To change the display language on the e-Cheque Drop Box webpage, please select from the top right of the page.

Mobile Application:

The "Preferred Language" setting under User Profile>User Account Maintenance only applies to emails and notifications. To change the display language on the e-Cheque Drop Box app, please follow the below steps:
Step 1:	After opening the e-Cheque Drop Box app, go to User Profile.
Step 2:	Select your preferred display language under "Language".

Q63:	What is the cut-off time for e-Cheque presentment?

A63:	The e-Cheque presentment cut-off time is 5:30pm from Monday to Friday (except public holidays). All e-Cheques presented after 5:30pm on a business day will be processed on the next business day.

Q64:	Is there an expiry date for presenting an e-Cheque through the e-Cheque Drop Box? If so, how to check its expiry date?

A64:	Similar to paper cheques, you can only present an e-Cheque within 6 months from the cheque date.

Q65:	Can I present an e-Cashier’s Order in the e-Cheque Drop Box?

A65:	Yes, you can present an e-Cashier’s Order in the e-Cheque Drop Box.

Q66:	Can I present an e-Cheque for a third party?

A66:	Yes, you may register the third party bank account under your user account to facilitate presentment of e-Cheques payable to a third party.

Q67:	How do I know if my e-Cheque will be processed on the same or next business day?

A67:	If the e-Cheques are presented before the cut-off time on each business day (Monday to Friday, excluding public holidays) at 5:30pm, they will be processed on the same business day. Otherwise, they will be processed on the next business day.

Q68:	Is the e-Cheque Drop Box available under adverse weather conditions?

A68:	The e-Cheque Drop Box is not affected by adverse weather conditions (e.g. the hoisting of typhoon signal no. 8 or black rainstorm) and you may present e-Cheques as usual. However, please note that the processing of e-Cheques may be affected subject to the adverse weather arrangement of your bank.

Q69:	Is there a daily limit for e-Cheque presentment?

A69:	No, there is no daily limit for e-Cheque presentment.

Q70:	What will happen if I present the same e-Cheque more than once?

A70:	Once the e-Cheque Drop Box accepts an e-Cheque, the subsequent presentment of the same e-Cheque will be treated as duplicate and rejected by the system, unless it is rejected by the payee bank or returned by the payer bank for the specified reasons which re-presentment is allowed.

Q71:	Can I present an e-Cheque to an unregistered bank account?

A71:	No, an unregistered bank account will not be available for selection during e-Cheque presentment. You should first register the new bank account by following the steps in "How to add, modify and delete bank account under my user account? (Q40)".

Q72:	Can I present an e-Cheque in formats other than PDF?

A72:	No, only the PDF format is accepted. Please note that a scanned copy of an e-Cheque is also not acceptable.

Q73:	Can I encrypt an e-Cheque before presentment?

A73:	No, any encrypted e-Cheque (e.g. password protected) will be rejected by the system.

Q74:	Can I present a post-dated e-Cheque? If no, can I set a future date of presentment?

A74:	No, you cannot present a post-dated e-Cheque and set a future date of presentment.

Q75:	What is the presentment reference number?

A75:	It is a unique identifier with 22 characters assigned by the system to each e-Cheque presentment.

Q76:	Can I modify or cancel my e-Cheque presentment once confirmed?

A76:	No, you should ensure the correctness of information before confirming the presentment.

Q77:	I cannot receive the email from the e-Cheque Drop Box regarding the rejection/return/cancellation of the presented e-Cheque, what should I do?

A77:	The email is sent from the sender “e-Cheque” [noreply@smtp.echeque.hkicl.com.hk]. If the email is not found in inbox, please check in the Spam, Junk, Deleted Items or Archive folder and make sure that the spam filter does not filter out our emails. You should also double check if you are looking into the correct email inbox. If you are still unable to locate the email, please check if you are getting any incoming emails. If the problem is still not resolved, please contact the email service provider for assistance.

Q78:	How long does the e-Cheque Drop Box keep my presentment records?

A78:	Your presentment records will be kept for 3 months from the presentment date.

Q79:	Can I use the mobile app to check the status of an e-Cheque presented from the web portal? Or vice versa?

A79:	Yes. You can check the status of the presented e-Cheques from both of the platforms, the web portal and mobile app.

Q80:	Can I retrieve the e-Cheque in PDF after submission of the presentment instruction?

A80:	Web Portal:

	If the presentment is rejected/ returned/ cancelled, you may download the e-Cheque PDF file within 5 business days counting from the date of rejection/ return/ cancellation in Presentment Enquiry.

	Mobile Application:

	You may locate such e-Cheque PDF file in the e-Cheque Manager. If you have deleted the PDF file from the e-Cheque Manager, you may download the rejected/ returned/ cancelled e-Cheque PDF file within 5 business days counting from the date of rejection/ return/ cancellation in Presentment Enquiry.

Q81:	The status of my presented e-Cheque is “Cleared”, does that mean funds have been credited into my account?

A81:	No. Please note that the time to credit funds to your bank account subjects to the arrangement of your bank. You should check the transaction history or account balance at your bank to confirm if the funds have been credited into your account.

Q82:	What are the different presentment statuses of an e-Cheque?

A82:	There are 5 presentment statuses of an e-Cheque, pending for verification, cleared, rejected, returned and cancelled. Pending for verification – The e-Cheque presentment is undergoing one of the following stages: It is pending to be delivered to the designated bank. The payee bank is performing verification. The payer bank is performing verification. The e-Cheque is cleared and pending for settlement. Cleared – The e-Cheque presentment has been settled. Rejected – The payee bank has rejected the e-Cheque presentment with specified reason. Returned – The payer bank has returned the e-Cheque presentment with specified reason. Cancelled – The e-Cheque presentment has been cancelled.

Q83:	I cannot find my registered bank account during presentment, what can I do?

A83:	Web Portal:

	You can check the status of the bank account under the Bank Account tab. If the status is invalid, please correct the bank account information and such bank account will be available for selection again.

	Mobile Application:

	You can check the status of the bank account under User Profile>Bank Account Maintenance. If it is located in the Invalidated Accounts folder, please correct the bank account information and such bank account will be available for selection again.

Q84:

How to present an e-Cheque?

A84:

Web Portal:

Step 1:	After logon, go to e-Cheque Presentment.
Step 2:	Click "Add".
Step 3:	Select a registered bank account, modify the contact information and include remarks if necessary. (To add a new bank account, please follow the steps in “How to add, modify and delete bank account under my user account? (Q40)” before making a presentment.)
Step 4:	Under e-Cheque File(s), select up to 8 e-Cheques. Click "Upload" upon completion.
Step 5:	The system performs preliminary validation on the uploaded e-Cheque(s). If the e-Cheque is rejected, its reject reason will be displayed. If the e-Cheque is accepted, the key information of each uploaded e-Cheque is displayed. To continue, click “Proceed”. To upload more e-Cheques, click “Add” and repeat Step 4. To cancel the action, click “Remove All”.
Step 6:	Click "Confirm" within 5 minutes.
Step 7:	A presentment reference number will be generated for each successfully presented e-Cheque. An acknowledgement email will be sent to the registered email address.

Mobile Application:

Step 1:	Open the e-Cheque file in your mobile device and select to open with the e-Cheque Drop Box app. Or Go to “e-Cheque Manager”, tap on “” at top right corner (for Android) or “” at bottom right corner (for iOS) to select e-Cheque from supported cloud drives.
Step 2:	Tap "Present".
Step 3:	Select a registered bank account, modify the contact information and include remarks if necessary (To add a new bank account, please follow the steps in “How to add, modify and delete bank account under my user account? (Q40)” before making a presentment.)
Step 4:	Tap “Proceed” upon completion.
Step 5:	The system performs preliminary validation on the uploaded e-Cheque. If the e-Cheque is rejected, the reject reason will be displayed.
Step 6:	Tap “Confirm” within 5 minutes.
Step 7:	A presentment reference number will be generated for each successfully presented e-Cheque. An acknowledgement email will be sent to the registered email address.

Q85:	How do I know if my presented e-Cheque has been rejected by the payee bank or returned by the payer bank?

A85:	You may check the status in Presentment Enquiry (for details, please refer to “How to check the status of a presented e-Cheque? (Q88)” or the email notifications which are sent to the registered email address. If the indicated status is rejected, returned or cancelled, the e-Cheque presentment is unsuccessful. Please refer to “What are the different presentment statuses of an e-Cheque? (Q82)” for description of each status.

Q86:	How many e-Cheques can I present at a time?

A86:	Web Portal:

	You can present up to 8 e-Cheques at a time. Please refer to “How many e-Cheques files can I present in bulk at a time? (For web portal only) (Q91)” for the number of e-Cheque files that can be presented in bulk at a time.

	Mobile Application:

	You can present 1 e-Cheque at a time.

Q87:	What is the handling if one of the few uploaded e-Cheques failed the preliminary validation? (For web portal only)

A87:	The e-Cheque Drop Box will only reject e-Cheques that fail the preliminary validation. Uploaded e-Cheques that pass the preliminary validation will be displayed on screen for user to confirm the presentment.

Q88:

How to check the status of a presented e-Cheque?

A88:

Web Portal:

Step 1:	After logon, go to Presentment Enquiry.
Step 2:	By default, presentment records of the last 14 days are displayed. You may narrow down your findings by specifying the search criteria if necessary.
Step 3:	The presentment status of each e-Cheque is indicated in the Status column.

Mobile Application:

Step 1:	After opening the e-Cheque Drop Box app, go to Presentment Enquiry.
Step 2:	By default, presentment records of the last 14 days are displayed. You may narrow down your findings by specifying the search criteria if necessary.
Step 3:	The presentment status of each e-Cheque is indicated.

Q89:

How to present e-Cheques in bulk? (For web portal only)

A89:

Step 1:	After logon, go to Bulk Presentment.
Step 2:	Select a registered bank account, modify the contact information and include remarks if necessary. (To add a new bank account, please follow the steps in “How to add, modify and delete bank account under my user account? (Q40)” before making a bulk presentment.)
Step 3:	Click “Choose File”, select up to 10 Megabytes of e-Cheque File(s). To upload more e-Cheques, click “Choose File”. To cancel the action, click “Remove All”.
Step 4:	Click "Upload" upon completion.
Step 5:	Click "Confirm" within 5 minutes.
Step 6:	A bulk presentment reference number will be generated for the bulk presentment. An acknowledgement email with validation results of the bulk uploaded e-Cheques will be sent to the registered email address. If the bulk presentment request is rejected, its reject reason is stated in the acknowledgement email. If the bulk presentment request is accepted, the key information of each bulk uploaded e-Cheques is also stated in the acknowledgement email.

Q90:	What file type(s) can I upload in Bulk Presentment? (For web portal only)

A90:	You may upload e-Cheques in multiple files or zipped files without password protection or folder structure.

Q91:	How many e-Cheques files can I present in bulk at a time? (For web portal only)

A91:	You can present up to 10 Megabytes of e-cheque files at a time, which is approximately 100 e-Cheque files. The actual number of e-Cheque files that can be bulk presented at a time is subject to the actual size of the e-Cheque files generated by individual e-Cheque issuing banks.

Q92:	How do I know if my bulk presented e-Cheque has been rejected by the payee bank or returned by the payer bank? (For web portal only)

A92:	You may check the status in Bulk Presentment Enquiry. For details, please refer to “How to check the status of bulk presented e-Cheques? (Q93)” or the email notification which is sent to the registered address. If the indicated status of any individual e-Cheque is rejected, returned or cancelled, the presentment of such e-Cheque is unsuccessful. Please refer to “What are the different presentment statuses of an e-Cheque? (Q82)” for description of each status. Please also refer to “Can I retrieve the e-Cheque in PDF after submission of the presentment instruction? (Q80)” for the retrieval of rejected, returned or cancelled e-Cheque PDF.

Q93:

How to check the status of bulk presented e-Cheques? (For web portal only)

A93:

Step 1:	After logon, go to Bulk Presentment Enquiry.
Step 2:	By default, bulk presentment records of the last 14 days are displayed. You may narrow down your findings by specifying the search criteria if necessary.
Step 3:	The bulk presentment status of each e-Cheque file is indicated in the Status column.

Q94:	Can I export the searched bulk presentment records, including the bulk presentment details and status? (For web portal only)

A94:	Yes, you may export the search results of the bulk presentment records in CSV file. The language of the CSV file follows your e-Cheque Drop Box display language setting. If your display language is Traditional Chinese or Simplified Chinese, the exported CSV file will contain Chinese characters in Unicode format. In that case, it is suggested to open the exported CSV file by importing such file to Microsoft Excel so that the Chinese characters can be displayed properly.

Q95:	If I cannot preview an e-Cheque in PDF format in my computer or mobile device, what should I do? Can I just present it through the e-Cheque Drop Box?

A95:	You should download a PDF Viewer. In the case that it cannot be viewed by any application on your computer and mobile device, you can still view the details of e-Cheque through the e-Cheque Drop Box before presentment but not the image.

Q96:	If I receive an e-Cheque in a currency that I do not hold a bank account, what should I do? Can I just present it through the e-Cheque Drop Box? If so, how will the exchange rate be determined?

A96:	Please check with your bank. You may refer to “I've looked through the FAQ and my problem is still not resolved, who can I call for help? (Q18)” for banks’ contact information.

Q97:	What will happen if I discover that the payee name shown on the e-Cheque is incorrect?

A97:	The presented e-Cheque with the incorrect payee name is likely to be rejected by the payee bank. If this is the case, you should request the payer to reissue another e-Cheque.

Q98:	When I present my e-Cheque, it says "duplicate presentment". What does it mean and what should I do?

A98:	It means that your e-Cheque has been presented before. The previous presentment date and the name of the payee bank will be shown in the message for your reference. If it was not you who presented the e-Cheque, please check with the person whom you have authorized to present on your behalf.

Q99:	If I experience interruption (e.g. computer crashed, disconnected from the Internet) in the middle of e-Cheque presentment, how do I know if my request is completed?

A99:	You may check the presentment history by following the steps in “How to check the status of a presented e-Cheque? (Q88)” for individual e-Cheque presentment or “How to check the status of bulk presented e-Cheques? (Q93)” for bulk presentment. If you cannot retrieve the related presentment record, please present the e-Cheque again.

Q100:	How do I find the latest version of the mobile app for download? (For mobile app only)

A100:	You may download and install the latest version of the e-Cheque Drop Box app from the Apple App Store at https://itunes.apple.com/app/id1028947224 or the Google Play store at https://play.google.com/store/apps/details?id=com.hkicl.ecp.mobile .

Q101:

How do I change the display language in the app? (For mobile app only)

A101:

Step 1:	After opening the e-Cheque Drop Box app, go to User Profile.
Step 2:	Go to "Language" and select the preferred language.

Q102:

Can I save e-Cheques to the e-Cheque Drop Box app for presentment later? (For mobile app only)

A102:

Yes, please follow the below steps:
Step 1:	Open the e-Cheque file in your mobile device and select to open with the e-Cheque Drop Box app.
Step 2:	Tap “Save”.
Step 3:	The e-Cheque is saved in the Select to Present folder of the e-Cheque Manager.

Q103:	What is the e-Cheque Manager? (For mobile app only)

A103:	The e-Cheque Manager serves as a management facility for all the e-Cheque files stored in the mobile device. e-Cheques that are presented or saved are consolidated by the e-Cheque Manger so that you can view and manage the e-Cheques all in one place. You can present an e-Cheque directly from the e-Cheque Manager.

Q104:	What are the two folders in the e-Cheque Manager? (For mobile app only)

A104:	The e-Cheque Manager categories e-Cheques into two folders, (i) Select to Present and (ii) Presented/Invalid. The Select to Present folder contains e-Cheques which can be presented. The Presented/Invalid folder contains e-Cheques that have already been presented or can no longer be presented. Please note that the e-Cheque Drop Box will automatically place the e-Cheque into the Presented/Invalid folder after it has been presented and settled successfully.

Q105:	Can I download and present e-Cheques that are stored in cloud drives? (for mobile app only)

A105:	You may download and present e-Cheques from cloud drives including, iCloud, Google Drive, Dropbox and OneDrive, subject to the implementation of different manufacturers.

Q106:	How many e-Cheques can I save in the e-Cheque Manger? (For mobile app only)

A106:	It depends on the storage of your device.

Q107:

How to present an e-Cheque in the e-Cheque Manager? (For mobile app only)

A107:

Step 1:	After opening the e-Cheque Drop Box app, go to the Select to Present folder of the e-Cheque Manager.
Step 2:	Select the e-Cheque and tap “” (for Android) at the top right corner or “” (for iOS) at the bottom after the e-Cheque details are displayed.
Step 3:	Please perform Step 3 to 7 of “How to present an e-Cheque? (Q84)”

Q108:	Can I present those e-Cheques located in the "presented/invalid" folder again? (For mobile app only)

A108:	No.

Q109:

How can I delete an e-Cheque from the e-Cheque Manager? (For mobile app only)

A109:

Step 1:	After opening the e-Cheque Drop Box app, go to the e-Cheque Manager.

For Android
Step 2:	Locate the e-Cheque record, tap and hold for few seconds.
Step 3:	Tap “Delete” on the pop-up window.
Step 4:	A confirmation message will be displayed.

For iOS
Step 2:	Locate the e-Cheque record and slide to the left.
Step 3:	Tap “Remove”.

OR

Step 2:	Locate the e-Cheque record and tap on it.
Step 3:	The e-Cheque details are displayed. Tap “” at the bottom.
Step 4:	Tap “Confirm” to proceed.
Step 5:	A confirmation message will be displayed.

You may delete multiple e-Cheques on iOS devices.
Step 2:	Tap “Edit” at the bottom.
Step 3:	Select multiple e-Cheques to be deleted and tap “”.
Step 4:	Tap “Confirm” to proceed.
Step 5:	A confirmation message will be displayed.

Q110:	Do I receive any notifications from the app? (For mobile app only)

A110:	You may choose to receive notification outside the app when an e-Cheque is rejected/returned/cancelled provided that you remain logged on to the e-Cheque Drop Box. To enable this setting, please follow the steps in "How do I enable and disable the notifications on my device? (Q111)".

Q111:

How do I enable and disable the notifications on my device? (For mobile app only)

A111:

Step 1:	After opening the e-Cheque Drop Box app, go to User Profile.
Step 2:	Go to Notification Settings to enable/disable the function by swiping from left to right and vice versa.
Please do not turn off notifications from your device’s Setting as it will also block all the pop-up messages when using the app.

Q112:	I am going to change my mobile device. What should I do? (For mobile app only)

A112:	You should install the app on the new device by referring to "How do I find the latest version of the mobile app for download? (Q100)". Please note that e-Cheques stored in the e-Cheque Manager on your old mobile device will not be automatically synchronized to the new device, you may import the e-Cheques again if necessary.

Q113:	What will happen if I remove the app from my mobile device? (For mobile app only)

A113:	The e-Cheques stored in the e-Cheque Manager will be deleted. However, your e-Cheque Drop Box account will not be affected.

Q114:	I cannot find the e-Cheque in the e-Cheque Manager for presentment although it is stored on my device. What should I do? (For mobile app only)

A114:	You should save the e-Cheque(s) in the e-Cheque Manager by referring to “Can I save e-Cheques to the e-Cheque Drop Box app for presentment later? (Q102)” or present the e-Cheque from cloud drives by referring to “How to present an e-Cheque? (Q84)”.

Q115:	Why can others see my stored e-Cheques when using my device to logon to his/her user account? (For mobile app only)

A115:	This is a normal behavior because the e-Cheque Manager consolidates all presented and saved e-Cheques regardless of the logon user.

Q116:	If my mobile device is lost or stolen, what should I do? (For mobile app only)

A116:	You should change your password immediately by following the steps in "How do I change my password? (Q47)". If you want to install the e-Cheque Drop Box app to another mobile device, please follow the steps in “How do I find the latest version of the mobile app for download? (Q100)”. Please also refer to “I am going to change my mobile device. What should I do? (Q112)”

Q117:	What should I do if my Android device has another app (e.g. a PDF Viewer app) setup as the PDF default app? (For mobile app only)

A117:	When you install the e-Cheque Drop Box app, the Android system will automatically clear the PDF default app setting. If the default is set after installing the e-Cheque Drop Box app, you can use one of the following methods to remove the PDF default app setting: Clear the default app setting manually While the Android system provides option to clear the default app settings, the exact procedure varies for different devices. For example, on a plain Android device (e.g. Nexus series from Google), go to “Settings” -> “Apps”, then open the drop-down menu and choose “Reset app preferences”. Remove and install the app again You may also remove the PDF default app and then install it again. If you do not want to remove the PDF default app setting, you may save the e-Cheque PDF files onto your device. Then open the e-Cheque Drop Box app, go to “e-Cheque Manager” and browse for the e-Cheque files using the folder icon located at the upper right hand corner.

Q118:	Why can't I perform certain actions on the e-Cheque Drop Box through web browser on mobile device? (For mobile app only)

A118:	You are recommended to download the e-Cheque Drop Box app to your mobile device. Please refer to “How do I find the latest version of the mobile app for download? (Q100)” if necessary.

Q119:

I cannot go to the e-Cheque Drop Box homepage, it says "Client System Configuration Check Your browser has not been tested for this service. ", what should I do? (For web portal only)

A119:

You should upgrade your browser to a supported version, or install a supported browser. You may refer to the "What are the system requirements? (Q8)" if necessary.

For Internet Explorer users, you may also check the following:

Step 1:	Select “Tools”.
Step 2:	Select “Compatibility View Settings”.
Step 3:	In the “Compatibility View Settings” dialog box, uncheck “Display all websites in Compatibility View”.
Step 4:	Close the “Compatibility View Settings” dialog box.
Step 5:	Close and restart the Internet Explorer.

Q120:	If the e-Cheque Drop Box is slow, unresponsive or not loading, what should I do?

A120:	Factors like network traffic, speed and quality of internet connection may affect the responsiveness of the e-Cheque Drop Box. You should also make sure that you are using the compatible operating system and supported browser. Please check with your internet service provider if the problem cannot be resolved.

Q121:	The e-Cheque Drop Box is not responding. What should I do?

A121:	Please check the compatibility of your computer and the browser. You may refer to "What are the system requirements? (Q8)" if necessary.

Q122:	What should I do if the e-Cheque Drop Box is not displayed properly?

A122:	Web Portal:

	You may perform one of the following actions: Refresh the page; Check whether the browser you are using is supported (please refer to “What are the system requirements? (Q8)” for details of supported browsers); or Restart your computer.

	Mobile Application:

	You may perform one of the following actions: Restart the app; or Restart your device.

Q123:

I am an Android user and the e-Cheque Drop Box crashes when I was scrolling up and down the FAQ, Terms & Conditions, Personal Information Collection Statement or Disclaimer pages, what can I do? (For mobile app only)

A123:

You can update the Android OS and the Android System WebView app to the latest version.

It should be noted that update of Android OS is dependent on mobile phone vendors (e.g. Samsung, LG and Xiaomi). Mobile phone vendors may not include the latest fix of the official Android OS to their own version of Android OS. The problem might still exist even after users have updated to the latest version of Android OS and Android System WebView app. For further assistance, please contact the corresponding mobile phone vendors.

Please follow the below steps to check the version of the Android System WebView app:

Step 1:	Go to “Settings” on the phone.
Step 2:	Select “Apps”.
Step 3:	Go to “All”.
Step 4:	Select “Android System WebView”.
Step 5:	The version string is shown below the name of the app.Please note that the exact procedures varies for different devices.

Q124:	Does the e-Cheque Drop Box app support Samsung SideSync or Apple Handoff? (For mobile app only)

A124:	No. The e-Cheque Drop Box app does not support either of them.

Q125:	Why can’t I present my e-Cheque after saving my e-Cheque via Preview of Mac OS?

A125:	We are aware that some e-Cheques are not compatible with the e-Cheque Drop Box after it is opened and saved via Preview on Mac OS. To avoid this issue, you can save the e-Cheque directly onto your computer from the email or Adobe Acrobat PDF reader, instead of saving it via Preview, and then present the e-Cheque to the e-Cheque Drop Box.

Q126:	Presentment of my e-Cheque is rejected with a reason of “Invalid e-Cheque file, please refer to the drawer.” after viewing my e-Cheque via Adobe Acrobat Pro , what can I do?

A126:	Because Adobe Acrobat Pro may have changed the e-Cheque file size upon opening or saving the e-Cheque file, and thereby the e-Cheque will be considered as being tampered and invalidated. You are recommended to use other PDF viewer applications, e.g. Adobe Acrobat Reader, to view your e-Cheque to avoid this situation. In the case that there are no other PDF Viewer on your computer and mobile device, you can still preview the information extracted from the e-Cheque through the e-Cheque Drop Box. If your e-Cheque file is invalidated, please delete it and obtain the e-Cheque file again from the source you received it in the first place or from the e-Cheque issuer for presentment.

Last revision date: February 2021