2.	What does "Calls Not Yet Billed" mean?
	"Calls Not Yet Billed" refers to the charges for IDD calls you have made after the issue of your last bill, these will be charged to you on your next bill.

3.	How many prior months' bills can I view online?
	"You can view the past two months' bills, along with the current one.

Pay Bill

1.	How can I pay my bill?
	PCCW offers customers a wide range of payment methods¡G Autopay by bank account or credit card Online PPS PPS by phone PPS by PCCW Fixed Line SMS Phone ATM machine Cash payment in person

2.	Why can't I find the bank name of my bank account in the bank name list within the eBill service?
	Unfortunately, we do not accept autopay by bank account from every bank. Please try to provide a bank account from a bank included on the list. We apologize if this causes any inconvenience.

3.	I want to apply for autopay by bank account. The "Bank Account Number" field only allows me to enter a maximum of 12 digits, but the account number printed on my bank account passbook has more than 12 digits. What should I do?
	The first three-digit printed in your bank account passbook is the bank code which you do not need to enter. There is also no need to include the hyphen "-". You just have to enter the remaining digits into the "Bank Account Number" field.

4.	Can I use a joint-name bank account to settle my bill via autopay?
	No, our Web channel does not support joint-name bank accounts at the moment. Please provide a single name personal bank account.

5.	I'm a business account customer. Can I use autopay by credit card payment?
	No. Autopay by credit card payment is for residential account customers only. We suggest you use autopay by bank account payment instead.

6.	Do you accept any kind of credit cards for autopay by credit card payment?
	No. We only support MasterCard and VISA credit cards.

7.	What is the normal processing time for autopay by credit card/bank account application?
	Please allow three working days for us to set up autopay by credit card. Processing time for setting up autopay by bank account will take four-six weeks.

8.	What will happen to my existing payment method after I submit an application to settle my eBill via autopay?
	Once your request is submitted, your existing payment method will be terminated immediately. The processing time for setting up autopay by bank account will take four to six weeks and is subject to approval of your bank. You may need to settle your next bill by an alternative payment method until your bank processes your autopay application.

9.	Can I cancel autopay by credit card/bank account through PCCW eBill service?
	No. If you want to change your payment method and cancel autopay, please call PCCW Consumer Service Hotline 1000.

10.

Can I make a payment online through PCCW eBill?

Yes, you can pay your bill online by using PPS via the Internet. This service is available to all customers who have a registered online PPS account. To use online PPS to make payment to PCCW, you will need to:

1.	Login to PCCW eBill with your login ID and password
2.	On the "Current Bill" page, click the [Pay by Online PPS] button next to the [Total Amount Due]. Alternatively, go to "Pay Bill" page, select the account that you want to pay online and click the [Pay by Online PPS] button.
3.	Check the amount to pay and click on [Submit]
4.	Enter your PPS account number and PPS Internet password
5.	Click on [Submit] to confirm the transaction. You will see an online receipt with details of the transaction. You may print or save a copy for future reference By using this special function of eBill, you don't need to register your PCCW bill at PPS prior to payment.

11.	I would like to use PPS via PCCW eBill, but I am not a PPS account holder. What shall I do?
	You need to register as a PPS account holder to use PPS. For registration, you have to register separately through dedicated PPS Registration Terminals around Hong Kong. The registration instructions and terminal locations are available at PPS Website.

12.	Can I cancel a successful online payment transaction made via online PPS at PCCW eBill website?
	No. For each successfully completed payment transaction by online PPS, the amount will be deducted instantly from your bank account.

13.

I didn't get any receipt or confirmation after I made my payment via online PPS. What can I do?

To check whether your latest payment through online PPS is successful, you can:

1.	Login to PCCW eBill service with your login ID and password
2.	Go to "Pay Bill".
3.	Select the account that you want to check your latest payment through PPS and click the [Pay by Online PPS] button.
4.	Underneath the table, click on the link for checking the last payment status via online PPS
5.	If the record shows your transaction is not successful, you may need to make your payment again

14.	Will online PPS at PCCW eBill accept partial payment or overpayment? Is there any upper limit for payment?
	Yes, both partial payment and overpayment are accepted. The upper limit you can pay via online PPS is set by your designated bank.

15.	My telephone line was terminated due to overdue bill payment. I have now paid my bill through online payment at eBill. When will service be restored to my telephone line?
	Under normal circumstances, if you pay the bill through eBill before 7pm, your service will be restored by the next morning. If you pay after 7pm, your service will be restored by morning of the day after.

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Using eBill

What shall I do if I forget my Password or/and Login ID for PCCW eBill?

If you forget your login ID and/or password for PCCW eBill, you will need to:

1.	Go to the PCCW eBill Login page
2.	Click on [Forget Password?] underneath the eBill login box
3.	Fill out the form and click on [Submit]
4.	After verification, your login ID/password will be emailed to you.

How can I add account(s) under my login ID?

You can register any of your billing accounts instantly online by accessing "Add Account to eBill " through "Manage Account". Once you have registered the account(s) for eBill service, you will no longer receive paper bills by post.
To add account(s):

1.	Login to PCCW eBill with your Login ID and password
2.	2. Click "Manage Account" on the top menu bar
3.	3. Click "Add Account to eBill" under "Account Information"
4.	You will see a list of your account number(s) currently registered for PCCW eBill service and a list of account(s) not yet registered for PCCW eBill underneath. Check the box next to the each account number for which you want to enroll into PCCW eBill service.
5.	Click on the [Submit] button and you will be taken to a confirmation page.
6.	Verify information on the Confirmation page and click on the [Confirm] button

3.	Can I remove my billing account(s) from PCCW eBill?
	Yes, you can remove any of your billing accounts from eBill service instantly online. Once you remove your account(s) from PCCW eBill, you will no longer be able to view your bill online, and your eBill will be replaced by paper bill. Moreover, you will receive your paper bill by post quarterly if you do not choose to pay your bill by autopay.

4.	I have registered for eBill. Why do I still receive paper bill sometimes?
	For normal bills, you can view them online. For important correspondence like notice of payment rejection or returned check will be sent to you by post.

5.	How can I save/print a hard copy of my online bills?
	You can use the save or print function under "File" in your browser's menu. Alternatively you can click on the "Download Bill" to print out the PDF version of your current bill for future reference

6.	Why am I not receiving reminder by email when a bill is ready?
	An email reminder will be sent to your designated email address whenever the bill is ready. If you do not receive the email notice, please check your registered email address through "Manage Account" and check if your mailbox is full. If problem persists, please send us an email at be@pccw.com.

7.	Who can I contact if my question about PCCW eBill is not listed here?
	You can complete the inquiry form by pressing the "Contact Us" on the top menu. Or you can call our PCCW Consumer Service Hotline 1000.

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Security

What security measures are used at PCCW eBill?

Secure sessions
When you log in to PCCW eBill, you enter in a secure session. You know you are in a secure session, if the URL address begins with "https://" or a padlock symbol appears in the lower right hand corner of your browser.

128-bit Secure Sockets Layer (SSL) encryption
We use 128-bit SSL at PCCW eBill, an internationally accepted standard, to ensure the information you provide at PCCW eBill is under secure protection. Your personal information is encrypted before transmission, so that no one else can read it. Encryption converts your data into an encoded form before it's sent over the Internet, stopping unauthorized users from reading the information.

User authentication during registration
To ensure your security and privacy in future eBill dealings, we would verify your identity by your PCCW telephone number and ID document number during registration.

Login & password
Online access to your eBill account is controlled by the correct login ID and password. Therefore, it is vital that you do not share your password.

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