Neat

Getting Started

Security

Account Opening

Top-Ups

Neat App

Neat Card

Fees

Transfers

Other

Getting Started

Neat is a mobile current account.

You open the account from your smartphone via the beautiful Neat App, whenever you want, wherever you are.

It takes 10 minutes.

You then receive your Neat Card, a prepaid MasterCard® which allows you to pay in over 50 currencies at traditional and online merchants which accept MasterCard® around the world.
Your Neat Card also enables you to withdraw cash at any ATMs which accept MasterCard® around the world.

The Neat App and the Neat Card are FREE.
Fees however apply for ATM withdrawals and foreign currency transactions. Please refer to our fees table here

Download the Neat App:


The Neat Card is issued by ePaylinks Technology Co. Ltd (“ePaylinks”), a licensed MasterCard® prepaid card issuer in Hong Kong.
ePaylinks holds Stored Value Facility “SVF” license SVF0011 issued by the Hong Kong Monetary Authority’s (“HKMA”). You can find more details about ePayLinks here
The Neat app is available on both Google Play and Apple’s App Store. At the moment, our app is available for iPhone (iOS 8.2 or above) and Android phones (4.0.3 or above).

You need to download the Neat App and complete the registration process. For that you will only need your passport or Hong Kong Identity Card.
Once you have successfully completed the registration process, your card will be sent to you, free of charge. It will take around 1 week for your Neat card to arrive in Hong Kong. Shipping times may vary for other destinations.
Only personal accounts are available at the moment.

However, we are always listening to our users’ needs. This is why we created our Community. So go ahead and up/down vote proposed features or start a thread to tell us something else you’d like Neat to do for you. It’s simple and easy: https://community.neat.hk/

Security

Yes, your money is in safe hands. It is in a segregated bank account at ICBC (Asia), the Hong Kong subsidiary of ICBC, the largest bank in the world by assets.

As per HKMA’s SVF license requirements, all customer funds have to be held in a segregated bank account. Should something go wrong with either Neat or ePaylinks, your money is kept in a segregated bank account at ICBC (Asia) in Hong Kong to protect you.

All your card transactions are processed by the MasterCard® network and are protected by MasterCard® rules and standards. The Neat Card® is issued by ePaylinks Technology Co (“ePaylinks”), a licensed MasterCard® prepaid card issuer in Hong Kong. ePaylinks holds Stored Value Facility “SVF” license SVF0011 issued by the Hong Kong Monetary Authority’s (“HKMA”). You can find more details about ePayLinks here
We are committed to protecting and respecting your privacy rights under Hong Kong’s Personal Data (Privacy) Ordinance.

We do not sell your passport data to third parties. We however may share it for regulatory purposes such as verifying your identity. You can find our full Privacy Policy at http://www.neat.hk/privacy.

All data transferred between our servers is fully encrypted using Secure Socket Layer (SSL) security standard.

Data at rest is encrypted using 256-bit Advanced Encryption Standard.
We also utilise two-factor authentication to add an extra layer of security.
Neat works with a licensed partner. We partnered with ePaylinks, a licensed MasterCard®prepaid card issuer in Hong Kong as well as holder Stored Value Facility “SVF” license SVF0011 issued by the Hong Kong Monetary Authority’s (“HKMA”).
Please immediately contact us at support@neat.hk to get assistance.

Account Opening

It’s simple and easy and takes about 10 minutes.
After you’ve downloaded the Neat App, you will enter our account opening process.

As part of the process you will need to:

  • take a photo of your passport and
  • look at the camera of your smartphone to conduct a face verification test

  • We then conduct Know Your Customer (KYC) checks and confirm your account opening, it takes around 3 working days to complete the process.
    We treat your money very seriously. So we verify the identity of all our users to protect you and Neat against fraud and money laundering. It’s a regulatory process called 'Know your Customer’ (KYC) which is governed by Hong Kong’s Anti-Money Laundering and Counter-Terrorist Financing Ordinance (Cap. 615).
    The following tips should help you:

  • Make sure you take a photo of the entire first page of your passport
  • Make sure all details are legible
  • Don’t put your fingers over the text or your photo
  • Make sure there is no light reflecting on the text or your photo
  • Place the passport/HKID so that it fits in the white box provided on the screen



  • If you’re still having trouble after trying the above tips, please contact us at support@neat.hk and we will help you proceed.
    Make sure to:

  • Hold your phone straight in front of your face and not at an angle from above or below.
  • Make sure to BLINK TWICE to the camera. Our technology will recognize your eye movement and take a photo automatically.
  • Almost anyone can open a Neat Account! You have to be 16 years old or above and be a citizen of any country that is not on this sanctions list.

    Top-Ups

    You have 2 options.
    You can top up by:
    1) online bank transfer or
    2) Cash deposit at a Cash Deposit ATM (see locations)
    Please see the imagebelow for further instructions.


    Beneficiary
    ePaylinks Technology Co., Limited
    Bank code
    012
    Account Number
    875-0051-2543

    Bank
    Bank of China (Hong Kong) Limited

    You can top up your Neat account from another country by bank transfer, see details below. Be aware the bank in your home country and the receiving bank in Hong Kong may charge fees. There are several services that can help you transfer for a better rate, contact us and we will help you find a solution. Note that to get to tier 3 you will need to top up from a bank account in your own name at least once.


    Beneficiary
    ePaylinks Technology Co., Limited
    Bank code
    012
    Account Number
    875-0051-2543


    Bank
    Bank of China (Hong Kong) Limited
    Beneficiary Address
    Unit A, 22/F, Legend Tower, 7 Shing Yip St., Kwun Tong, Hong Kong
    Bank Address
    Bank of China Tower, 1 Garden Road, Central, Hong Kong
    SWIFT Code
    BKCHHKHH

    Yes. However not in cash.
    Furthermore, be aware of the Top-up limits.
    Tier 1:Tier 2:Tier 3:

    You will be in tier 1 after card activation.

    • Max. HK$3,000 balance and Max. HK$25,000 total spending per year


    no documents

    You will be upgraded to Tier 2 once our regulated partner has verified all your documents. This takes around 3 working days after card activation.

    • Max. HK$50,000 balance and spending per year
    • Payments feature (P2P transfers)
    • ATM withdrawal


    documents verified

    You will be automatically upgraded to tier 3 after meeting below conditions. This may take up to a week.

    • Max. HK$100,000 balance, no yearly spending limits
    • Payments feature (P2P transfers)
    • ATM withdrawal


    documents verified
    bank transfer made from a bank account in your name at least once

    Tier 1:

    You will be in tier 1 after card activation.

    • Max. HK$3,000 balance and Max. HK$25,000 total spending per year
    no documents

    Tier 2:

    You will be upgraded to Tier 2 once our regulated partner has verified all your documents. This takes around 3 working days after card activation.

    • Max. HK$50,000 balance and spending per year
    • Payments feature (P2P transfers)
    • ATM withdrawal
    documents verified

    Tier 3:

    You will be automatically upgraded to tier 3 after meeting below conditions. This may take up to a week.

    • Max. HK$100,000 balance, no yearly spending limits
    • Payments feature (P2P transfers)
    • ATM withdrawal
    documents verified
    bank transfer made from a bank account in your name at least once

    Maximum daily cash top-up amount: HK$3,000. No top-up limit for e-banking
    We do not charge you for topping up. However, your bank may charge you for online banking transfers.

    Remember if you use e-banking to top-up: as part of your transfer instructions you need to include a message to the recipient with your 16 digits Neat card number. Not all e-banking solutions in Hong Kong allow for sending messages to recipients.

    Please send us an e-mail at support@neat.hk if you've made a transfer without a message with: your full name, bank and transfer amount.
    For Top-Ups done from Hong Kong:

    Your money will reach your Neat account by 6.30 pm Hong Kong time if the top-up is received before 4.00 pm Hong Kong time on a business day.

    Any top-ups received after 4.00 pm Hong Kong time or on a weekend, or Hong Kong public holiday will reach your Neat account by 6.30 pm Hong Kong time the following Hong Kong business day.

    Please note that most banks take 1-2 business days to process regular (free) e-transfers. Express transfers will be processed on the same day. We can only update your balance once we have received your funds.

    For Top-Ups done from Abroad:

    Please check with your bank how long it will take for your money to arrive in Hong Kong.
    At the moment Hong Kong dollars only.

    However, we are always listening to our users’ needs. This is why we created our Community. So go ahead and up/down vote proposed features or start a thread to tell us something else you’d like Neat to do for you. It’s simple and easy: https://community.neat.hk/
    Please contact us at support@neat.hk, with the following details:

  • ATM location
  • Time
  • Top-up amount
  • Neat card number

  • We will get back to you within 1 working day.
    The maximum balance you can hold in your Neat account at any time is HK$100,000. To enjoy this maximum balance limit you need to top-up your Neat account at least once from your bank account held in your name

    Neat App

    The Neat App allows you to connect with your money

    • Open a Neat account
    • Top up your Neat account
    • Receive instant notifications each time you do a transaction with your Neat card
    • Get in touch with our wonderful Customer Happiness team
    • Get a clear overview of your spending
    • Automatically categorize your expenses
    • Pay your friends instantly and at zero cost via the Neat P2P feature
    For security reason you cannot edit your profile details from the Neat App. Please contact us at: support@neat.hk if your personal information needs updating.
    Losing your phone won’t affect the operation of your Neat account. You can still use your Neat Card to shop and top it up when needed. You will, however, not be able to check your Neat Card balance or receive notifications.

    Once you get a new phone, you can download the Neat App again and use the same personal details to log in to your Neat Account. If you’ve changed phone numbers, please contact us at: support@neat.hk so we can update your details.
    Just tap the “Forgot” button on the Neat App’s login screen. We will then send you a new login code by SMS.

    Your Login password is the 6 Digits security code to access the Neat App. You PIN is the 6 Digits security code to operate your Neat Card (e.g. at an ATM).
    For security reasons, if you input the wrong Login password 5 times your account will be locked for 15 minutes.
    If you forgot your Login password please tap the “Forgot” button, we will send you a new login code by SMS.
    If you have any difficulties in using Neat, we are happy to help you! Simply contact us here: support@neat.hk.
    If you intend re-opening a Neat account at a later stage with the same Identity Document, we don’t recommend closing your Neat account just yet as it’ll take a longer time to re-open one.
    If you however decide to close your Neat account for good please contact us at support@neat.hk and we will assist you with the closing procedure.

    Neat Card

    You can use your contactless Neat Card online and offline, in over 50 currencies, anywhere in the world where MasterCard® is accepted.

    There are, however, a few merchants that do not accept prepaid cards (the Neat Card is a prepaid card). You can see the list in our community.
    We are working with all of those merchants to ensure the Neat card is accepted.

    Do let us know if you’ve come across any other merchants that don’ t accept prepaid cards via our community
    The Neat Card is a prepaid MasterCard®.
    You have to Top-Up your Neat Card before using it. Neat does not provide any credit, which means you cannot get into debt or be charged any overdraft fees.
    The Neat Card is issued by ePaylinks Technology Co. Ltd (“ePaylinks”), a licensed MasterCard® prepaid card issuer in Hong Kong. ePaylinks holds Stored Value Facility “SVF” license SVF0011 issued by the Hong Kong Monetary Authority’s (“HKMA”). You can find more details about ePayLinks here
    At the moment, you can only get 1 card per account.
    Once you get your Neat Card, you can set your own 6 digits PIN via your Profile in the Neat App by tapping ‘PIN'

    If you’ve entered your PIN incorrectly 3 times, your card will be blocked until 00:00 Hong Kong time for security reasons. After that, you can use your card again.
    Simply block the card ASAP through the Neat App. It’s the Block Card button in your Neat App Profile.

    If you locate your card again, simply unblock the card by tapping the Block Card button again.



    To order a new card, please contact us at: support@neat.hk . Please note we charge HK$50 for a Neat Card replacement.
    Once you receive your Neat card, you need to activate it in the Neat App in your Profile, under Card Status.
    Yes, however fees apply. Please see our Fee Table. You can withdraw cash with your Neat Card at any ATM machine around the world displaying the MasterCard® logo.
    Usually, there is a limit of HK$1,000 per transaction when using contactless. However, merchants can set their own limit. If your transaction amount is above the limit, you can swipe and sign like with a regular card.
    No worries. You can reset it via the Neat App in your Profile under PIN.
    For security reasons you first need to enable the contactless feature of your Neat Card. You do so by paying for a transaction by inserting the card into the point of sale (i.e. not by swiping the card).



    After that, you can use your contactless card anywhere you see the contactless symbol . You can simply tap your card for easy and quick checkout.
    Neat is not a credit card, but a prepaid MasterCard. It has most functionalities of a credit card, like shopping online and offline anywhere in the world. However, the advantage is that you cannot spend more than you have and cannot get into debt.

    Fees

    Both the Neat App and the Neat Card are free. Neat makes money by taking a cut of the fee charged to merchants whenever you spend money with your Neat Card.
    The Neat App is free to download and there are no monthly or annual charges to use it. The Neat Card is free and shopping domestically, online and offline, with the Neat card is free as well. However, there are fees for some specific services, such as shopping in foreign currencies and ATM withdrawals. Please see our Fee Table

    Transfers

    At the moment, it’s not possible to transfer money to non-Neat bank accounts.

    However, we are always listening to our users’ needs. This is why we created our Community. So go ahead and up/down vote proposed features or start a thread to tell us something else you’d like Neat to do for you. It’s simple and easy: https://community.neat.hk/

    Other

    You can post all of your suggestions, feedback and feature requests in our community. We will prioritize the most popular user requests for the next version of our App. You can also contact us at support@neat.hk