E-CNY Frequently Asked Questions
  1. What is e-CNY?
  2. Who can open China Construction Bank (“CCB”) e-CNY Wallet in Hong Kong?

    Customers of China Construction Bank (Asia) ("CCB(Asia)" / "the Bank") can use their Hong Kong mobile phone numbers to register for the e-CNY Wallet provided by CCB.

  3. How to download the e-CNY App?
  4. How do I define my e-CNY Wallet category?

    E-CNY Wallets opened with phone number authentication are classified as Type 4 wallets which are anonymous wallets.

  5. Whom can I contact if I have problems in registering as a e-CNY user or opening a CCB e-CNY Wallet?

    If you are unable to register as a e-CNY App user and/or open a CCB e-CNY Wallet, please call the following customer service hotlines:

    1. e-CNY App customer service hotline +86 10 956196
    2. CCB customer service hotline +86 10 95533
    3. CCB (Asia) customer service hotline +852 2779 5533
  6. How to top-up CCB e-CNY Wallet?

    Method 1:

    Method 2:

  7. How can I pay with the remaining balance of CCB e-CNY Wallet?

    Method 1: e-CNY App user can scan the merchant’s QR code

    Method 2: Merchant can scan the payment code of user's e-CNY App.

  8. Can I transfer the remaining balance in my CCB e-CNY Wallet?

    No. The transfer function is not available for e-CNY Wallet opened with Hong Kong mobile phone number.

  9. How can I check the transaction details of e-CNY Wallet?

    Customers can check the transaction details by tapping blank area of the wallet to flip to the back side, selecting “Transaction History” to display the recent transaction history, and then clicking “Single Transaction” to check the transaction details.

  10. Can I still use the CCB e-CNY Wallet after the end of the e-CNY promotion period?

    Yes, even if the e-CNY promotion period ends, you can continue to use the CCB e-CNY Wallet in the e-CNY accepting merchants in the pilot regions of Mainland China and Hong Kong.

  11. How can I cash out/withdraw the e-CNY balance in my CCB e-CNY Wallet?
  12. What are the documents required and procedures for cashing out the balance in the CCB e-CNY Wallet?

    CCB e-CNY Wallet customers are required to withdraw the remaining balance from their e-CNY Wallets at designated CCB (Asia) branches in accordance with the following procedures:

    1. Present your identity document and fill in the withdrawal application form (Customer's Name / Identification Document Number / CCB e-CNY Wallet Registration Phone Number/ Date of Birth / Nationality/ Withdrawal Amount/ Withdrawal Currency).
    2. CCB (Asia) provides QR Code for customers to scan.
    3. Customers scan the code and enter the withdrawal amount.
    4. After CCB (Asia) counter staff confirms that funds have been credited to the account, they will act according to the withdrawal requirements.
      1. CCB (Asia) customers: you can choose to deposit into your CCB (Asia) deposit account or receive cash. Daily cumulative withdrawal limit is RMB 5,000.
      2. Non-CCB (Asia) customers (customers without CCB (Asia) deposit account): you can only receive cash. Daily cumulative withdrawal limit is RMB 2,000.
    5. CCB (Asia) counter hands over the withdrawal money and vouchers to the customer.

    If you have any questions or need further assistance, please contact the relevant branch staff or CCB (Asia) Customer Service Hotline +852 2779 5533 for enquiries.

  13. If I have opened the CCB e-CNY wallet, should I only make purchases at designated merchants of CCB or CCB (Asia)?

    No. Customers can use the e-CNY Wallet to make payments at all merchants that accept payment in e-CNY.

  14. Do I have to top-up the e-CNY Wallet by debit from my RMB account?

    Customers can top up the e-CNY Wallet from a RMB account, HKD account or multi-currency account . If the debit from the HKD account or multi-currency account is in HKD, HKD will be converted into RMB at the prevailing HKD/RMB exchange rate determined by the Bank at its discretion.

  15. What is the limit of my CCB e-CNY Wallet?
    Single transaction Daily Annual
    Payment ¥2000 ¥5000 ¥50000
    Top-up ¥2000 ¥5000 ¥50000

    E-CNY operating institutions can set limits not exceeding the above amounts based on their risk management. Users can also lower the limits of their e-CNY wallets according to their needs. For detail, please contact the customer service hotline of the e-CNY App at +86 10 956196, or contact the customer service hotline of CCB at +86 10 95533.

  16. Whom can I contact if I have any enquiries about registering for and/or using the CCB e-CNY Wallet or making purchases via the wallet?

    For customers who have opened a CCB e-CNY Wallet and encounter problems when using it (e.g. abnormal transaction status, missing history, abnormal wallet status, etc.), they can enquire about the solutions in the Help and Feedback of the e-CNY App or contact the customer service hotline of the e-CNY App at +86 10 956196, or contact the customer service hotline of CCB at +86 10 95533.

  17. What should I pay attention to when I deregister the e-CNY Wallet?
E-CNY Red Packet Promotion FAQ
  1. Which kind of condition need to be fulfilled if I would like to participate in the CCB e-CNY red packet promotion?

    This promotion is only applicable to customers who have fulfilled the following conditions:

  2. Where can I view the CCB e-CNY red packets?

    The e-CNY red packets are provided by CCB. Eligible customers who have successfully opened the CCB e-CNY Wallet will be able to view it under " e-CNY App> Services " in the e-CNY App. If customers have already registered as users of e-CNY App and opened a CCB e-CNY Wallet, they can receive the red packets directly after successfully registering for the promotion. If customers have not registered as users of e-CNY App, they need to register as users of e-CNY App and open CCB e-CNY Wallet after registering for the promotion in order to receive the red packets.

  3. Whom can I contact if I encounter any problem during the registration period for red packets?

    If you encounter any problem when registering for the red packets, please contact CCB(Asia) customer service hotline at +852 2779 5533 or CCB customer service hotline at +86 10 95533 for enquiries.

  4. Is there a time limit for using the CCB e-CNY red packets?

    The red packets can only be used within the validity period. After the validity period, all unused red packets will be void. Please refer to the e-CNY App and/or other rules and regulations of the red packets provider (i.e. CCB) as updated from time to time.