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Frequently Asked Questions

Mobile Payment Service

 

Payment Conditions

Q.1: What forms of payment are accepted for mobile payment?

A.1: Google Pay, Apple Pay, designated credit cards (JCB, MasterCard, UnionPay or Visa), FPS, Alipay, WeChat Pay and UnionPay app are accepted for mobile payment in "My Library" mobile app.

Q.2: Can I pay all fees and charges via mobile payment service?

A.2: Mobile payment service applies to payment of fees and charges such as overdue fines and reservation fees. However, replacement costs of lost library materials and outstanding charges being recovered from legal actions cannot be paid via mobile payment service.

Q.3: Is there a minimum amount for mobile payment?

A.3: No.

Q.4: Can I pay only a portion of the fees and charges?

A.4: You can select to pay any or all of the fee/charge items listed in the “Charges” section. However, all fees and charges must be paid in full in a single transaction.

Q.5: Will any transaction charge be levied by Hong Kong Public Libraries on readers for making mobile payment?

A.5: No.

Q.6: Will I receive a receipt after making mobile payment through the app?

A.6: Upon completion of payment, a “Confirmation Page” listing the “Transaction Reference Number” will be shown on the mobile app. Please save the screenshot of the “Confirmation Page” for future reference. No separate receipt will be issued for mobile payment service.

Q.7: Will my account be updated immediately after making mobile payment through the app?

A.7: Yes, your account will be updated immediately after making mobile payment through the app when the “Confirmation Page” is displayed on the screen. The paid item(s) will no longer appear in your account.

Q.8: Why do fees and charges I have paid through the app still appear in my account?

A.8: Upon completion of payment, your account will be updated immediately. If the paid items are still found in your account, please restart the App. If the problem persists, please send the information on library card number, borrowed items and relevant charges to us via email at libcu@lcsd.gov.hk for follow-up action by the library staff.

Q.9: Can I view my payment history through the app?

A.9: The App does not provide the function for viewing payment history. However, such records may be available in some mobile devices which support digital wallets. If necessary, you can also check with the library staff for your payment history by providing the “Transaction Reference Number”.

Q.10: Why do I fail to use the mobile payment service?

A.10: Mobile payment service will be suspended if the outstanding charges in your account are being recovered from legal actions. Please settle the payment at any Hong Kong Public Libraries.

Q.11: Can I ask for a refund of the fees and charges paid by mobile payment?

A.11: No refund will be made except under special circumstances. If necessary, you may contact your card issuing bank to ask for a refund. Please note that refund can only be made to the credit card account used for payment. If the credit card account has been cancelled, some card issuing banks may charge administration fees for processing the refund. For payment by FPS or digital wallet, refund will be made to the bank account/digital wallet used for payment.

General Technical Questions

Q.12: Who will receive my credit card information entered for mobile payment?

A.12: Your credit card information is captured by the payment service provider (e.g. a credit card acquiring bank). The Leisure and Cultural Services Department and Hong Kong Pubic Libraries cannot access such information.

Q.13: What should I do if my app does not respond during the payment process?

A.13: If you encounter any problems during the payment process, the App provides a “Transaction Reference Number” or displays an error message. You may note down the “Transaction Reference Number” or error message and check with the library staff for the status of your transaction.

Q.14: I have two credit cards issued by different banks. Why is one card accepted for mobile payment but not the other?

A.14: At present, only Google Pay, Apple Pay, designated credit cards (JCB, MasterCard, UnionPay and Visa) are accepted for mobile payment. However, some Visa cards and MasterCards do not support mobile payment. Thus, if your Visa card or MasterCard is not accepted for mobile payment, please check with your credit card issuer to ascertain if mobile payment is supported.

Q.15: Does my mobile device need to be configured for mobile payment?

A.15: There is generally no specific system requirement. However, if you have registered for Visa's and MasterCard's security programs (i.e. Verified by Visa and MasterCard SecureCode), you may need to enable your device browser to accept cookies from your credit card issuer's website. You are advised to check with your credit card issuer if any other specific system requirements are imposed. If you want to know more about Apple Pay or Google Pay, please refer to the relevant information provided by Apple or Google: Apple Pay / Google Pay

Q.16: Is my personal data entered it for the mobile payment service protected?

A.16: We use SSL protocol to encrypt data during network transmission to protect your personal data. All personal data you provide via the mobile payment service are secured, and access to them is restricted to authorised personnel only.