General Enquiries
Open Account
View Balance
Transfer / FPS Service
Transfer in and out
Foreign Exchange
Time Deposit
Investment Funds
Securities trading
Bill Payment
Remittance
Insurance
Security
Live Chat
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General enquiries

What is inMotion?

inMotion is a personal wealth management and investment mobile app that lets you open a new account, set up time deposit, manage currency trading, securities trading and investment funds anytime and anywhere without going to the bank in person.

How to transfer funds to inMotion?

You can simply log-in to your local or overseas bank’s online banking service or visit a branch to transfer money.

For a customer who opened a savings account using People’s Republic of China Resident Identity Card via inMotion, you can only transfer funds from a sole account under your same name.

Find branch location >

How can I use ATM and branch services?

If you are a customer who opened an account via inMotion, please visit one of our branches and bring along your identity card and latest residential address proof to complete the full KYC procedure first.

How do I make payments, cash deposits, and use ATM and branch services?

If you are a new customer opening an account on inMotion, please visit one of our branches and bring along your identity card and residential address proof.

 

Existing CNCBI customers can enjoy such services on i-banking or at our branches.

Is the deposit safe?

Of course! inMotion is operated by China CITIC Bank International which is a licensed bank in Hong Kong China CITIC Bank International Limited is a member of the Deposit Protection Scheme in Hong Kong. Eligible deposits taken by this Bank are protected by the Scheme up to a limit of HK$500,000 per depositor.

How secure is my personal data?

You can be assured that it is safe. We are committed to protecting and respecting your privacy under the Hong Kong’s Personal Data (Privacy) Ordinance. If you want to find out more, please refer to:

Tap the below link(s) to find out more:

What if I wish to close my account?

If you have decided to close your account, please ensure:

  1. All transactions in your One Account “Investment” have been settled and there are no investment holdings.
  2. You have withdrawn the deposit from your account.

Then, please visit one of our branches to close your account and bring along your identity card.

What if I forget my login password?

If you have already activated the CNCBI Token, you may reset the password via inMotion with the CNCBI Token and an SMS one-time password. If you have not yet activated the CNCBI Token, please call our Customer Service Representatives or visit any of our branches with your identity card and the latest residential address proof.

What if I forget my Login ID?

You can reach our Customer Service Representatives by phone or simply visit one of our branches with your identity card and the latest residential address proof and we’ll take care of it.

What would happen if the password I keep entering is incorrect?

Your Login ID will be locked after 4 consecutive incorrect entries. Please visit any of our branches with your identity card and the latest residential address proof to reset your password.

Where can I view my latest Risk Profile Result or assess my Investor Risk Analysis?

You can go to “Other Services” and select “Investor Risk Analysis” to view your latest risk profile. If you wish to update your risk profile, please complete the questionnaire again.

How can I change my language preference for the notifications?

Go to “Settings” > “Notification preferences” to update your desired language preference.

Any security tips for using inMotion service?

To safeguard your account, please pay attention to the following security tips:

  • Account of successful inward remittance to inMotion account will be registered as your transfer out “To account” for remittance by default.
  • Please log in to inMotion and check the transfer out “To account” record(s) through the Transfer out function.
  • If you have found any suspicious transfer in / transfer out account or transaction records, please contact our customer hotline at (852) 2287 6889, or email us at ibanking@cncbinternational.com immediately.

For other online security details, please visit inMotion service “Online Security and Privacy” section under “Notice to customers”.

What should I do if I suspect a fraudulent transaction?

You should email us immediately at ibanking@cncbinternational.com  or call (852) 2287 6889 (select language). We will follow up and take the appropriate actions.

How do I change or register my mobile number?

If you are an existing customer, please visit any of our branches to change or register your mobile number.
If you are a new customer opening an account on inMotion, you have to register your mobile number during the account opening application process via inMotion. For any changes afterwards, please visit any of our branches with your identity card and the latest residential address proof.

I am an existing i-banking customer, do I need to register in order to login to inMotion?

No. You can login to inMotion with your i-banking user ID and password directly.

I am an existing customer without i-banking, how should I register inMotion?

To use inMotion, you have to register for i-banking service first.
Please visit any of our branches with your identity card and the latest residential address proof (within 3 months) to apply for i-banking service. Upon completion,
1. You will receive a confidential letter with a reference number and password;
2. On the next business day after receiving the confidential letter, you can use the reference number and password to complete the i-banking registration on our website.
If you are our phone banking or credit card customer:
Visit our website and use your phone banking account number and password, or credit card number and ATM password to register for i-banking service.
After successful registration, you can login to inMotion with your i-banking username and password directly.

How can I change my residential address?

Please bring along your identity card and the latest residential address proof and visit our branch for handling.

What shall I do before withdrawing cash at overseas ATMs?

If you want to withdraw cash at overseas ATMs, you have to activate the Overseas ATM Cash Withdrawal function of ATM Card/Credit Card and set the activation period and daily overseas withdrawal limit in advance.

Step 1: Log in to inMotion. Go to "Others" in side menu > "Overseas ATM Withdrawal Limit"
Step 2: Select the ATM Card/Credit Card you want to activate
Step 3: Set the activation period and daily overseas withdrawal limit accordingly


Open account

What types of services are available on inMotion?

You can open a Multi-Currencies Statement Savings Account, CNCBI Credit Card(virtual) and One Account (investment account) on inMotion. However, the Bank has to verify your residential address before opening an investment account for you. Upon your request, the Bank will send an address verification letter to your residential address and you will have to complete the verification according to the instructions in the address verification letter.

(One Account and CNCBI Credit Card(virtual) are not applicable to new customers who are using People’s Republic of China Resident Identity Card for account opening)

Can I open a Multi-Currencies Statement Savings Account, CNCBI Credit Card(virtual) and One Account (investment account) with just one application on inMotion?

Yes, you can open all the accounts with just one single application provided that the following application criteria are fulfilled:

  1. You must be aged 18 or above and hold a valid Hong Kong identity card.
  2. You must not: be maintaining any account or service at present and/or have opened, maintained or closed any account or service with China CITIC Bank International Limited in the 6 weeks immediately preceding the application submission.
  3. You are a permanent Hong Kong resident. Please note that non-permanent Hong Kong residents are only eligible to apply for CNCBI Motion Credit Card(virtual), but not Multi-Currencies Statement Savings Account (“Savings Account") and Investment account via inMotion mobile app.

In addition, you need to fulfill the following criteria if you want to open a One Account:

  1. You must not be a US person (citizen or resident of the United States) or a Canadian resident.
  2. You must open a Multi-Currencies Statement Savings Account as the settlement account.

I am an existing customer of China CITIC Bank International, can I open an account via inMotion?

If you are an existing customer of China CITIC Bank International and you have registered with inMotion, you can login to inMotion to apply for a CNCBI Credit Card(virtual) and/or One Account. However, you will not be able to open a Multi-Currencies Statement Savings Account on inMotion at the moment.

Are there any fees or charges to open an inMotion account?

There is no fee for opening an account but charges may be applicable to specific banking services. Tap the following link(s) to find out more:

How long does it take to open an account on inMotion?

If you open an account (except investment account) using a Hong Kong Identity Card and meet all the application criteria, it will generally take around 10 minutes.

If you open an account using a People’s Republic of China Resident Identity Card and meet all the application criteria, it will generally take around 5 business days. However, the time required for application and approval may vary, and in some cases it will take longer to complete.

Do I need to open an account during business hours?

Simply input the relevant information to open your desired accounts on inMotion via your mobile device anytime, anywhere. But since the service hours for CNCBI Credit Card(virtual) are from 09:00 to 22:00 on Monday to Saturday and 12:00 to 21:00 on Sunday and public holidays, your application will be processed in the next business day if you submit your application during the non-service hours. You will receive a notification email about the application progress after you have submitted your application.

What is a one-time password?

One-time password (OTP) is a security feature to authenticate your identity when you open an account on inMotion. An OTP will be sent to your mobile phone number via SMS in order to authenticate your identity.

Can I use a mobile number registered outside Hong Kong?

Yes, but please make sure you can receive SMS with your registered mobile number. Please also note that even if you have activated the SMS forwarding service on your registered mobile number, the SMS will not be forwarded to another phone number.

Will one-time passwords expire?

Yes, one-time passwords (OTPs) will expire in 100 seconds after they are issued. If you are unable to enter the one-time password to complete your online transaction before it expires, you can request to receive another one.

Where is my one-time password?

The one-time password (OTP) will only be sent to your registered mobile number via SMS. Please note that even if you have set SMS forwarding to another mobile number, the SMS will not be sent to that mobile phone number. Tap “Resend” for another OTP if you could not receive it.

Can I change my mobile number afterwards?

During the account opening application, you will have to register your mobile number, which will be used to receive relevant messages. For any changes afterwards, please visit any of our branches with your identity card and the latest residential address proof.

What do I have to be aware of during the registration for facial recognition?

During the photo taking, you need to:

  1. Look straight into the camera.
  2. Make sure your eyes are at the same level as the camera.
  3. Be against a plain and clean background.

Why have I not received any confirmation notification even though I have submitted my application?

Once the application is submitted, you will receive an SMS as well as email notification to confirm your submission. You will then receive another notification email about the application progress. If you have not received any confirmation email, please check your junk or spam email folder as it could have been moved there by your spam filters..

Can I save my incomplete application and continue later?

Your input will be saved automatically. You can:

  1. Tap “Resume Application” (or “Account Opening” if you are using a new device to resume your application) on the front page; and
  2. Enter your registered email address and mobile number for verification to resume your application.

How can I check the status of my application?

You can:

  1. Tap “Application Status” (or “Account Opening” if you are using a new device to check your application status) on the inMotion front page;
  2. Enter your registered email address and mobile number for verification to check your application status.

What is address verification?

Address verification is required for opening a One Account. A one-time activation code embedded in an address verification letter will be mailed to you by China CITIC Bank International. Please enter the one-time activation code through inMotion to complete your address verification.

After how long will I receive the address verification letter?

To open a One Account, you are required to open a Multi-currencies Statement Savings Account as the settlement account. An address verification letter will be mailed to your residential address within 5-7 business days after the Multi-currencies Statement Savings Account and the inMotion login account are successfully set up.

What should I do if I do not receive the address verification letter”?

If you have not received the address verification letter after 7 calendar days, please login to inMotion and tap “Resend verification letter”.

Will the one-time activation code expire?

One-time activation codes expire in 30 calendar days after they are issued. If your one-time activation code has expired, please click the “Resend” button on the address verification page to request for a new verification letter.

When can I conduct investment transactions after I completed the address verification and submitted my application for One Account via inMotion?

Your One Account will be ready in 10 minutes after application submission and address verification are completed. You can check your new account number in “View balance” > “Investment” anytime, anywhere afterwards.

What happens if I enter an incorrect one-time activation code three times?

If you enter an incorrect one-time activation code for three consecutive times, you will not be able to complete the address verification. You will then need to go back to the “Verify Address” page to re-start the address verification process.

Can I use my One Account for US securities trading?

Of course you can! To activate US securities trading service, you have to submit a Certificate of Foreign Status of Beneficial Owner for United Status Tax Withholding and Reporting (Individual) form (“W-8BEN form”) via inMotion.
You can download and submit the form by following the steps below:

  1. Download the W-8BEN form required by the US Treasury Internal Revenue Service Department from “Other services” > “Download/Upload W-8BEN form”.
  2. Print, complete and sign the W-8BEN form.
  3. Take a photo of the W-8BEN form.
  4. Upload the photo via “Download/Upload W-8BEN form”.

After receiving your completed form, we will enable your US Securities Trading function within 5 working days.

What is the purpose of using Artificial Intelligence (AI) during inMotion remote account opening?

AI is used during inMotion remote account opening for fraud detection and customer due diligence. During the process, an applicant is asked to scan his/her identity document and take a selfie video using a mobile device. Machine learning enhanced Optical Character Recognition technology is applied to extract words from the identity document to pre-fill the account opening form with certain personal information. Facial recognition and liveness detection technology can then match the applicant’s face with that of the photo extracted from his/her identity document and verify whether the selfie video was shot by the applicant in a live environment respectively.

If an applicant uses a Hong Kong Identity Card for the account opening process, AI will also be used to verify the unique security features of the card, such as microprint, hologram, layout and font.


View balance

What does “My accounts” show?

“My accounts” shows the latest summary of all your assets in market value and their HKD equivalent, including your:

  • Deposits
  • Investment
  • Insurance
  • Loans
  • Credit Card

How far back can I view my accounts history?

You can view your transaction records anytime for up to 100 days.

How can I request for eStatements service?

For new customer, the registration for eStatements service will be handled during the account opening process.

For existing customer, you can log-in to your i-banking and preset settings to subscribe to eStatements.

How long do my eStatements and eAdvices remain visible in my transaction history?

You may view your eStatements of last 7 years and eAdvices of up to 90 days.


Transfer / FPS Service

Who can use this service?

Customers who opened an account using Hong Kong Identity Card via inMotion or opened an account at branch can use this service.

Customers who opened a savings account using People’s Republic of China Resident Identity Card via inMotion shall use the Transfer in & Transfer out service instead. Please refer to the relevant FAQ for details.

Can I register multiple third party accounts via branch for funds transfer?

There is no limit on the number of pre-registered account registered via branch. Please visit any of our branches to register the required account.

Can I register a third party account online for funds transfer and what is the daily transfer limit?

You may register a new payee via inMotion/ i-banking with security device or CNCBI Token. Please note that transfer to such payee is subject to the relevant daily limits (default to  zero), you need to increase your daily limits via i-banking in advance. For the maximum limits, please login to i-banking and refer to “Set Transaction Limits” under “My Online Set-Up”.

Are there any service charges for funds transfer to other bank account? What should I note when I use account number to transfer funds to other local bank?

There is no service charge for transferring funds to other bank accounts.

If you use account number to transfer funds to other local bank, please note that the receiving bank may perform name checking on the payment received. Please ensure the name of the payee matches with the registered name at the receiving account, otherwise, the transaction may be rejected by the receiving bank.

When will the scheduled or recurring payment be debited? Can I amend my schedule or recurring transfer?

For scheduled or recurring funds transfer instruction, the transfer amount will be debited from customer's account in the morning on the transaction date specified. The funds arrival will depend on the handling of receiving financial institution.

Once a scheduled or recurring funds transfer instruction is set up, no modification is accepted. You can only delete the pending instruction and create a new one.

What is “FPS”?

“FPS” stands for Faster Payment System. A payment service provided by Hong Kong Interchange Clearing Limited (HKICL), it is a cost effective, safe, efficient and widely accessible channel for all banking customers to send and receive payments on real-time basis.

What is the benefits of using “FPS”?

Benefits of using “FPS” (Faster Payment System):
- supports 7x24 real-time transfer. The settlement of this real-time transfer will depend on the handling of receiving financial institution 
- supports transfer in HKD and CNY to other “FPS” service providers
- no service charges from the bank

Please note that all transfer instructions to other local bank submitted via inMotion will use “FPS” for processing.

What can I do if I don’t want to transfer to any non-registered account?

If you don’t want to transfer to non-registered account, you may simply set the transaction limit of "Transfer to Non-registered account" as zero and do not activate the “Small-value funds transfer” service.
If you need to adjust your daily transaction limit or deactivate the “Small-value funds transfer” service, please change your settings under "My Online Set-up" via i-banking.

Any limitations on cross currency funds transfer and what is the minimum transaction amount?

Cross currency funds transfer can only be executed between China CITIC Bank International accounts under your name. One of the currencies for cross currency funds transfer must be Hong Kong Dollar. The minimum transaction amount for cross currency funds transfer would be HK$100 or its equivalent.

Will I be informed of the foreign exchange rate when I make a cross currency funds transfer?

We will display the exchange rate and exchange amount on the transfer page when you make a real time cross currency funds transfer. If you make a scheduled or recurring cross currency funds transfer, the transfer will be processed with the exchange rate on the execution date.

What is “Small-value funds transfer”?

Small-value funds transfer is a service that allows you to transfer funds without prior registration of payee. For further customer protection, stepped-up authentication may be required from time to time when you make a small-value funds transfer (e.g. the first time you transfer to a specific payee). You may also register a payee during the small-value funds transfer process for easier transfer in the future.
Small-value funds transfer is subject to its daily transaction limit. This type of transfer will be processed by “FPS”. You will be required to activate this service at the first time you use it.
If you would like to make a transfer exceeding your small-value funds transfer daily limit, please register the payee in advance.

What is small-value funds transfer daily limit and can I adjust the small-value funds transfer daily limit?

The maximum daily limit for small-value funds transfer is HKD 10,000 and the daily transaction limit is shared among all accounts and all available channels.
If you need to adjust your small-value funds transfer daily limit, please access "Set Transaction Limit" under "My Online Set-up" via i-banking.

How to stop the small-value funds transfer service?

Simply deactivate the service at “My Online Setup > Small-value Transfer Settings” via i-banking.

How will I receive notifications for the confirmation alerts?

If you have submitted a fund transfer instruction via inMotion, confirmation alerts will be sent to your latest email address registered with the bank. If the instruction is to complete a small-value fund transfer to a non-registered payee, another SMS alert will also be sent to you.
Moreover, if you have registered our “WeChat Account Binding” service, an additional alert will be sent to you via WeChat.

Can I use mobile number, email address or FPS Identifier to make payment?

Yes, if your payee has registered Addressing Service via any “FPS” service provider, you can make the payment by inputting your payee’s mobile number, email address or FPS Identifier.
Or you can simply select the payee’s mobile number or email address from your Phone Book. To use this service, you need to grant access permission for the bank to your contact list under Phone Settings and you can change this setting anytime.
For funds transfer instruction to a mobile number, email address or FPS Identifier, you may choose transferring to the payee's "FPS" default account or specify the receiving account for the payment.

Can I scan QR code for making payment to others?

Yes, you can scan QR code to capture payment details without inputting fields manually. Please check the payment details before you confirm the transfer instruction.
For QR code scanning service, you need to grant permission for us to use your camera under Phone Settings. You can change this setting anytime.

What is FPS Identifier?

FPS Identifier is a set of unique and random number generated by HKICL FPS to be associated with the account of a customer of a Participant.

Can I view my transfer history?

You may check the transaction record of your online funds transfer transaction(s) within 30 days.

How to prevent mistakes when sending a payment instruction?

Users should verify the payment details before confirming a payment instruction, including the payee’s name, receipt number (Account number/Mobile number/email address/FPS identifier) and the amount.

I am trying to recall a payment sent to the wrong account. What should I do?

Please contact the unintended recipient directly to request return of the money. If you are unable to contact the recipient, please contact the bank, we will provide assistance as appropriate.

If the unintended recipient reject to return the fund, what should I do?

Please seek for independent legal advice.

What are the consequences if I do not return the mis-transferred fund?

Please return the fund to the payer when the fund is mis-transferred. If you do not return, the payer may take relevant action on you and you may be liable.

What is “FPS” Addressing Service?

Addressing service allows you to register your mobile number, email address, FPS ID and/or HKID number to “FPS” service provided by HKICL to receive payments via the registered mobile number, email address, FPS ID and/or HKID number.

Can I link up my mobile number, email address, FPS ID and/or HKID number to multiple CNCBI accounts?

Yes, you can register and link up your mobile number, email address, FPS ID and/or HKID number to one HKD account and one CNY account respectively (*HKID number cannot be linked up with credit card account). You can assign our Bank account as the “FPS” default account for receiving money. If the mobile number or email address is first registered for “FPS” Addressing Service, that account(s) would be automatically set as your “FPS” default account.

Can I also register “FPS” Addressing Service in other banks?

Yes, you can also register “FPS” Addressing Service in other financial institutions. If you have registered the “FPS” Addressing Service with the Bank, you may enquire with us of any of your addressing records of any non-CNCBI account.

If I would like to update my mobile number / email address, what can I do?

Please visit any of our branches if you would like to update the mobile number. If you would like to update your email address with us, please log in to i-banking and go to “My Online Setup > Change Email Address” to amend with “Security Device” or “CNCBI Token”.
Please remove your outdated “FPS” addressing record if you have updated your mobile number and/or email address with us. Please ensure you have updated the latest contact information in the “FPS” service so to make sure you can receive funds from others.

Which account is my default account for receiving funds?

Specify one of the accounts as the default account for receiving funds if you have registered “FPS” Addressing Service with more than one “FPS” service providers.
If your default account is terminated by you or by the relevant service provider for any reason, the latest registered record in the Addressing Service will be assigned as the default account.

Unable to register Addressing Service with my email address?

“FPS” Addressing Service registration does not support email address with more than 34 characters.

If I have set up eDDA mandate, is there any daily limit set by the Bank for direct debit payment?

To protect our customers, the Bank has preset customer daily limit for direct debit payment which may be different from the payment limit setup in the relevant eDDA mandate(s). Prevailing limit of direct debit payment is HK$1,000,000 or equivalent.

Will my FPS Identifier change if I delete my FPS Identifier and then register again?

If you delete your FPS Identifier and register again within 2 months, the same FPS Identifier will be assigned to you. Else, you will receive a new FPS identifier upon registration.


Transfer in and out (only applicable to customers who opened a savings account using People’s Republic of China Resident Identity Card via inMotion)

How can I transfer funds to and from inMotion?

You can only transfer funds from a sole account under your same name (“designated account”) to the savings account and subsequently transfer funds from the savings account to the same designated account (excluding overseas accounts).

You can also deposit cheques into the savings account over the counter or through cheque drop-in box at our branches. Please be reminded that:

  • The cheques must have your same name pre-printed as the payer and to be drawn on your sole account with a bank in Hong Kong;
  • Avoid cheques to be drawn on a third party/joint name account, or without payer’s name pre-printed;
  • No funds transfer can be made to the same sole account until such account becomes a designated account as illustrated above.

Find branch locations >

Do you charge for each transfer in?

We do not charge for transfer in, but your issuing bank may charge you for transfer out.

I couldn’t transfer funds into my account. What’s the problem?

Please make sure that:

  • Your remittance account is a not a joint account
  • The name of the remittance account holder is identical to your name in inMotion. The surname and first name should be in the same order as our Bank record for transfer via “FPS”. For example, if the name of inMotion account is Chan Tai Man and the name of remittance account is Tai Man Chan, the inward funds transfer would not be processed successfully.
  • The remitted currency is the same as in your inMotion
  • The issuing bank is a licensed bank / “FPS” service provider in Hong Kong.
  • You use the Clearing House Automated Transfer System (CHATS) / “FPS” (Faster Payment System) or cheque deposit over the counter or via cheque drop-in box to move your money into inMotion.
  • The payer’s name of the cheque must be same as your own single name account. Cheque payer in a third party’s name, joint name, or without payer’s name printed will be rejected.

If you have additional questions about transfer in, please contact your issuing bank.

Can I transfer money into inMotion from a bank account other than the first binding account?

Yes, you can bind more than one local bank account held in your own name for transferring money into inMotion via CHATS / “FPS” (Faster Payment System).  Please note that the account currency must be in HKD/USD/CNY for CHATS. “FPS” supports transfer in HKD and CNY only.

If I have closed my account, can I still transfer in?

No. Please visit any of our branches for assistance.

What is the amount limit of outward fund transfer?

The minimum amount of each outward fund transfer is HKD 200 (or equivalent). Outward funds transfer in HKD and CNY will be processed by “FPS” (Faster Payment System) while outward funds transfer in USD will be handled by CHATS.

The default daily limit of transfer out is HKD 30,000 (or equivalent). If you would like to adjust this limit, please log on to i-banking with desktop computer, click “My Online Set-Up” > “Set Transaction Limits”, and select “3. Transfer to pre-registered account(s) at other banks” to adjust this limit. This daily limit could be adjusted to a maximum of HKD 200,000 (or equivalent).

Please pay attention that increase transaction limit should be authenticated by CNCBI Token.

Can I transfer funds out via CHATS after the cut-off time?

You can still make the request and we will transfer your funds on the next business session. Our service hours are from 9:00am to 4:30pm from Mondays to Fridays (except for holidays).

Will I receive notifications for transfer in and out?

You will receive notifications for inward fund transfer and outward fund transfer via SMS, email and on WeChat (if you have already bound).

When I transfer funds out to binding account(s), why do I need to use CNCBI Token App to authenticate the transaction?

To strengthen the security measure for “Transfer out” transactions on inMotion, you are required to use CNCBI Token App for two-factor authentication to verify the binding account(s) when conducting the “Transfer out” transactions for the first time.

Upon the verification of your binding account(s), two-factor authentication will not be required again for your next “Transfer out” transactions.


Foreign Exchange (“FX”)

What service does the "FX" function provide?

FX function enables you to exchange up to 12 available currencies at preferential exchange rates.

Which currencies are available in "FX"?

12 currencies are available, including HKD, CNY, USD, AUD, CAD, EUR, GBP, NZD, CHF, SGD, JPY and NOK.

Can I transfer my money into 3rd party account of China CITIC Bank International?

No. Currently you can only transfer your money into your own account in “FX”.

What are the foreign currencies trading hours?

The foreign currencies trading hours are from 8am on Monday to 1pm on Saturday (including Public Holidays).

Is there a minimum trading amount?

The minimum trading amount is HK$100 (or the equivalent).

Can I change my daily transaction limit?

It follows the “daily transaction limit” of fund transfer. Simply log-in to i-banking and go to “My online set-up” to change your daily transaction limit.

How can I check the actual exchange rates of the currency pair being traded?

Actual exchange rates of the currency pair being traded will be displayed on the FX transaction page.


Time deposit

Can I get special pricing on setting up Time Deposit via inMotion?

Yes, if you set up HKD, USD, CNY Time Deposit with available tenure via inMotion, no matter it’s new fund or existing fund, you can enjoy preferential pricing.

When can I set up my Time Deposit via inMotion?

Our service hours of Time Deposit in inMotion is:

For HKD Time Deposit:
• Mon – Fri: 9:00am – 8:00pm
• Sat: 9:00am – 4:00pm

For CNY / USD Time Deposit:
• Mon – Fri: 9:00am – 8:00pm

Please note that opening of time deposit in inMotion is  not available on public holidays.

Can I renew my Time Deposit before maturity date via inMotion?

Yes. You can amend the maturity instruciton through inMotion at least two business days prior to the maturity date. Please be noted that maturity instructions on specific account(s) cannot be amended via inMotion. Please call 2287 6767 or visit any of our branches for assistance.

Service hours for amending maturity instruction is:
Mon - Fri: 9:30am -7:59pm
Sat: 9:30am -5:59pm
Sun & Public Holiday: not applicable

Can I set up forward-dated Time Deposit via inMotion?

No. You can set up your Time Deposit via inMotion only on the same day during service hours.


Investment funds

Can I trade investment funds via inMotion?

Sure! As long as you own a One Account, you can trade investment funds via inMotion anytime!

What Investment Funds services does inMotion provide?

inMotion provides the following Investment Funds services for you:

  1. Fund Search
  2. Watchlist
  3. Fund Comparison
  4. Fund Subscription
  5. Fund Redemption
  6. Fund Switching
  7. Order Status
  8. Investment Funds Portfolio Summary

How do I conduct a fund search?

We offer over 1,000 investment funds managed by reputable international fund management companies covering a wide fund range, including fixed income funds, balanced funds and equity funds.

Other than fund code / keyword / ISIN, you may search by any of the criteria below: 

  • Fund Company
  • Fund Category
  • Market and Sector
  • Product Risk Level
  • Investment Objective
  • Fund Currency
  • Morningstar Rating TM
  • Past Performance
  • Dividend Policy

Where can I find the transaction fee information of funds?

Transaction fee (i.e. subscription/ redemption / switching fee) may vary across funds. You may check the fee of individual funds on the order input page.

When will you complete my order?

Reminder: The dealing day and cut off time of Investment Funds service are Mondays to Fridays (excluding public holidays and special holiday (e.g. Typhoon)) and 15:15 or 16:15 (depends on the fund you selected). If we receive your order before the cut off time on dealing day, we’ll complete the order on the same day. If we receive your order on a non-dealing day or after the cut off time on dealing day, we’ll complete the order next dealing day.

Where can I check my order status and transaction history?

Your order status and history up to 100 days can be viewed on inMotion “Investment Funds” > “My Portfolio” > “View Transaction History" page anytime.

Can I amend or cancel my order after it has been submitted?

Your order cannot be amended or cancelled after order submission.

When will you deduct my subscription amount?

If we receive your order before the cut off time on dealing day, we’ll complete the order on the same day, then the subscription amount will be deducted from your settlement account within the same working day. Therefore, please ensure sufficient balance in your account.

How long does it take to receive my fund redemption proceeds?

It normally takes around 1 week for the proceeds from your fund redemption to be made into your settlement account.

Why my order cannot be completed?

It may be due to any of the following reasons:

  • Insufficient fund in the corresponding currency settlement account on the settlement day
  • Instruction being cancelled by fund companies

Securities trading

Can I trade securities via inMotion?

Sure! As long as you own a One Account “Investment”, you can trade securities via inMotion anytime!

What Securities Trading services does inMotion provide?

inMotion provides the following Securities Trading services for you:

  • HK Market:
    • Stock Trading
    • Stock Quote (15 minutes delay)
  • All Market (including Hong Kong`, China A Shares and US):
    • View order status
    • Order Cancellation
    • View transaction history
    • Check portfolio summary

If you wish to trade U.S. Stocks and China A-Shares, please visit i-Banking or inVest.

How do I conduct a Hong Kong stock search?

You can search the stock with the stock code in the “Securities Trading” of inMotion, or select the recent 10 stocks in the recent search function.

What are the charges for trading of Hong Kong Securities?

You have to pay third-party charges such as handling fee, securities management fee, transfer fee, stamp duty as well as bank charges such as brokerage commission fee. For details, please refer to the Investment Products Service Fees and Charges. The fees will be charged in Hong Kong Dollar.

When will China CITIC Bank International debit my securities purchase from my account when I am trading securities?

Upon the Bank process the order, the purchase amount will be held on One Account “Deposit”. The actual debit of the money will take place on the settlement day.

How can I check Securities buying power via inMotion?

You can search the stock with the stock code in the “Securities Trading”, the buying power of One Account “Deposit” will be displayed.

Where can I check my order status?

You can check your order status up to 18 days in inMotion’s “Securities Trading” > “Order Status" page anytime!  Also, You may opt to receive email or SMS for execution result.

If I want to amend an open order, what should I do?

We will introduce the function soon. At the moment, you may consider to cancel the order and re-submit the instruction.

Can I cancel my order after it has been submitted?

Sure! You can cancel your order by pressing Cancel from the Action column and the Order Cancellation page will appear. To confirm the cancellation of your order by dragging the Confirm button to the right.

Click the Cancel button if you have selected an incorrect order to cancel or you do not wish to cancel the order. If an error has occurred, the details will be displayed. A Confirmation page will appear verifying that the order cancellation has been accepted for processing. From here you can click the Order Status link to check the order status. If you have an outstanding order that is not yet filled in the market, you may cancel it by clicking 'Cancel' on the Trade Status page to proceed the cancellation. Please note that cancellation request will be promptly submitted to relevant exchanges for execution on a best effort basis. Any fully cancel request or open or partially filled order amendment request cannot be guaranteed as the original order may be partially or fully executed. Cancellation or Amendment request is subject to the market conditions as well as prior execution of your original order.

What will be happened if the orders are not executed by the end of the Good Till Day?

All unmatched days orders will expire at the end of the Good Till Day. You will have to re-enter the order after the trading hours if you wish to keep the order for the next business day.

What can I see in trade status and balances when an outstanding order expired?

The order will be remarked in Trade Status as 'Expired' and withheld fund will be released to Usable Balance for Trading after Good Till Day market closed.

Is there any per order transaction limit for Securities Trading Service?

Yes, at present, the pre order transaction limit for Securities Trading transaction is HK$2,000,000 or equivalent.

What type of statements do I receive?

You will receive a Trade Confirmation whenever there is a transaction in your trading account. Monthly statements will be sent to you within the first seven business days of each calendar month, showing the cash balance and all securities in your Securities Trading account and all your transaction activities within the previous month. Alternatively, you can access your account information through inMotion.

If I would like to have a reprint of my monthly statement or contract note, what should I do?

Duplicate statements can be issued on request. Please apply for reprints through our Securities Trading Service Hotline. Additional charges may apply.

Why I need to perform 2-factor authentication for securities trading/enquiries via online platforms?

To strengthen the security level for online transactions, starting from 22 Apr 2018, 2-factor authentication with physical security device or CNCBI Token App is required for any securities trading/enquiries via online platforms.

What order types can I choose?

You may choose:

  • At-Auction Limit Order
  • Enhanced Limit Order
  • Market Order

Can I place odd lot order?

inMotion is not supporting the odd lot order.

Why the order is rejected with an alert message "The input price is out of the spread range"?

We only accept At-auction Limit Order within 199-price spread and Enhanced Limit Order within 23-price spread of the nominal price. Instructions that out of the spread will be rejected.

After placing a securities trading order on Internet, can I enquire or place amendment / cancellation instruction through other channels?

Yes, you can check, amend or cancel your order by cross channels, i.e. you may do it via i-banking, inVest, Automated Securities Trading Hotline, Manned Securities Trading Hotline.

What is the settlement arrangement for Hong Kong Securities Trading?

Hong Kong Securities Trading will follow HKEX settlement cycle. Securities and money settlement will be on T+2 day.

What should be noted when doing Dual Counter (RMB and HKD counters) securities transactions?

When trading Dual Counter (RMB and HKD counters) securities trading, please note that if the issuer pays dividends in RMB only.

Can I make an IPO application through EIPO service through inMotion?

We will introduce the EIPO soon, you may submit the application through i-banking, Automated Securities Trading Hotline or Manned Securities Trading Hotline.

How to submit corporate action reply?

  1. Download, print, complete and sign the corporate action reply slip from "eStatement/eAdvice".
  2. Take a photo of the completed reply slip.
  3. Conduct two-factor authentication by using CNCBI Token.
  4. Upload the photo via “Reply corporate actions”. Instruction will be processed within 1-2 working day(s).

How can I sign up agreement for U.S. market data display services?

Log in to inMotion. Go to "Invest" in side menu > "Sign Up Agreement for U.S. Market Data Display Services" and follow instruction to complete authentication.


Bill Payment

Which merchants can I pay to?

For a customer who opened an account via branch or using a Hong Kong Identity Card via inMotion

You can pay bills of more than 900 merchants in over 30 categories.
You may need to use CNCBI Token to register some of the merchants before making payment.

For a customer who opened an account using a People’s Republic of China Resident Identity Card via inMotion

You can pay to merchants of the following categories:

  • Government or Statutory Organization
  • Public Utility
  • Primary or Secondary Education
  • Post-secondary or Specialized Education
If you would like to pay bills of other merchant categories, please visit any of our branches with your identity card and residential address proof to apply for full account service.

Can I amend/cancel a payment instruction?

If you pay the bill “Now”, the instruction cannot be amended or cancelled, otherwise you may delete the instruction in “Pending” page and re-submit a new instruction.

How much can I pay?

Please login to i-banking and refer to “Set Transaction Limits” under “My Online Set-Up” for the relevant bill payment limits.

Meanwhile, there may be upper and lower limits per payment for a particular merchant. Please contact the merchant directly for details.

Why am I not able to pay the bill?

Please make sure that you have filled in all necessary information correctly. If you do not have correct bill number and bill type, please contact the merchant directly.
If you have used up your bill payment daily limit, you may increase the limit via i-banking  (with authentication by CNCBI Token) or pay on the next business day.

Why is the status of payment "In Progress"?

Payment submitted before cut-off time (4:30 pm on business day) will be processed on the same day. Please enquire the latest payment result and the transaction date later.
If it is a special holiday (e.g. Typhoon), the actual payment date will possibly be delayed.

How can I settle credit card bill via inMotion?

You can settle the outstanding balance of CNCBI credit card under the “Credit Card” function.
If it is a payment to credit card of other institution, you may pay under the “Pay Bill” function.
(This service is not applicable to new customers who opened an account using People’s Republic of China Resident Identity Card via inMotion)

Is there any additional service charge if I pay bill with credit card?

Payment with credit card to some merchants is treated as a cash advance transaction, which will incur handling fee and finance charge. You will be reminded for such before payment instruction submission.


Remittance

Who can use this service?

Customers who opened an account via inMotion or at branch can use this service.

Tips: Customers who opened a savings account using People’s Republic of China Resident Identity Card via inMotion can only use inward remittance service and the funds must be remitted from a same name account.

What service does the “Remittance” function provide?

With Remittance, you may transfer any of the 12 available currencies to banks around the world, including HKD, CNY, USD, AUD, CAD, EUR, GBP, NZD, CHF, SGD, JPY and NOK. Also, you may check the transaction record of your remittance instruction(s) within 30 days.

How can I transfer money to 3rd party account in “Remittance”?

If you have registered online remittance beneficiary account(s) via branch, you can submit remittance instruction(s) via i-banking/inMotion anytime anywhere.

In addition, you can also register the beneficiary details via i-banking/inMotion as remittance template with security device/ CNCBI Token. Please note that transfer to such beneficiary is subject to the relevant daily limits (default to zero), you need to increase your daily limits via i-banking in advance. When the template is effective, you may submit the remittance instruction(s).

What are the remittance service hours?

For CNY (Renminbi) : 9:00am – 2:30pm from Mon to Fri.
(For CNY Remittance, if submission date is Hong Kong or PRC public holiday, the remittance will be processed in the next Hong Kong and PRC business day.)
Other currencies: 9:00am – 4:30pm from Mon to Fri. (excluding Hong Kong public holidays)
The instruction received before cut-off time will be processed on the same business day. The instruction received after cut-off time will be processed on the next business day.

What is the outward remittance daily transaction limit?

Please login to i-banking and refer to “Set Transaction Limits” under “My Online Set-Up” for full details.

Tips: Outward remittance is not applicable to the customers who opened a savings account using People’s Republic of China Resident Identity Card via inMotion.

How can I adjust the daily transaction limit?

If you need to adjust your daily transaction limit, please access "Set Transaction Limit" under "My Online Set-up" via i-banking.

Can I amend or cancel my instruction after it has been submitted?

Your instruction cannot be amended or cancelled after submission, please verify the information before submission.

What is the difference between Telegraphic Transfer (T/T) and CHATS?

CHATS:
- only applicable to 4 currencies: HKD, CNY(Renminbi), EUR or USD
- can remit to banks located in Hong Kong only
CHATS remittance can remit the funds to the other bank's account on the same day if the application is submitted before the cut-off time. The handling charges is waived.

Telegraphic Transfer (T/T):
- support 12 currencies: HKD, AUD, CAD, CHF, CNY(Renminbi), EUR, GBP, JPY, NOK, NZD, SGD, USD
- can remit to banks around the world
T/T related fees and charges will be applied

What do I need to notice if I want to do Renminbi (CNY) outward remittance?

Applicant must be a personal account holder instead of company account holder with the bank
For Hong Kong Identity Card holder, the applicant and beneficiary must be the same person and with same registered name for remit and beneficiary account in mainland China. Also, the daily limit for Renminbi Outward Remittance is CNY 80,000.
The Clearing Institution has the right to determine whether a Renminbi remittance can be completed.

Who need to pay the charges for using Remittance service?

The applicant can specify the charges arrangement from one of the below options during the application:
- Debit from my account: All charges will be deducted from the selected account of the applicant
- Debit from beneficiary account: All charges will be deducted from remittance amount
- Shared between my account and beneficiary account: Our bank charges will be deducted from selected account of the applicant and the correspondent bank charges will be deducted from remittance amount

What are Correspondent's bank charges?

Correspondent's bank charges are the overseas bank charges or other recipient bank charges.

Why I can’t see some of the remittance templates that I created on i-banking?

inMotion will display the remittance templates registered with SWIFT code and without “Intermediary Bank’s Information”. For templates with “Intermediary Bank’s Information” or non-SWIFT code, please logon to i-banking for management and instruction submission.


Insurance

Online Life Insurance Application is temporarily unavailable. You are welcome to visit any CNCBI branches for details of life insurance plans available for your selection.


Security

What is device binding?

Device binding is a security function in inMotion. Your device will be recognized as a trusted device after activation. Device binding will replace the 2nd factor authentication (i.e. SMSOTP or CNCBI Token) for some transactions, allowing you to perform transactions faster and more secure. Also, you can login to inMotion without inputting login ID again on your bound device.

Does my device support device binding function?

The device binding function is available for below operating system:

  • iOS version 10.3.3 or above
  • Android OS version 6.0 or above

How do I activate device binding?

As long as you have not yet activated device binding, the activation flow will be shown after logging in inMotion. Simply follow the instructions to set up device binding.

What should I do if I cannot receive SMS one time password during the activation flow?

No worry, if you cannot receive SMS one time password at the moment, please tap the "Cannot receive SMS for now?" button (will appear after 10 seconds) to temporarily skip the binding process. You can continue to use inMotion and activate device binding again when you login next time.

How do I deactivate device binding?

You can deactivate device binding at any time via "My online set-up" in i-banking or by contacting our customer hotline at (852) 2287 6889.

How many devices can be bound at the same time?

To protect your account, we only allow one device to be bound at one time. If you bind another device, the device binding on the current device will be deactivated immediately.

I use multiple devices to access inMotion, can I still use device binding?

Of course. We suggest binding your primary device that you use the most, and choose not to switch the device binding when logging in inMotion from your secondary device(s). You will be using SMS one time password or CNCBI Token (instead of device binding) as the 2nd factor of authentication when performing some transactions on unbound devices.

Can I switch my device binding from one device to another?

Yes, you will be prompted for the switch device binding option after logging in from another device. Simply follow the instruction to complete the switching process.

Can I lend my bound device for my family or friends to access their inMotion account?

No, you should never lend your bound device to anyone as it has been recognized to be a trusted device. Also, you cannot use someone else's account to login to inMotion on a bound device.

What should I do if I lost my bound device?

You should deactivate device binding immediately via "My online set-up" in i-banking or by contacting our customer hotline at (852) 2287 6889. You can also deactivate current device's binding through binding another device.

What are the measures adopted by inMotion to ensure the security of device binding?

  • Users can deactivate this function via i-banking or customer hotline.
  • Once the function is enabled / disabled, users will be notified by SMS and email.
  • Each user can only enable this function on one device at a time.
  • If users have not used this function for a year, it will be deactivated.
  • Users cannot use this function with a jailbroken / rooted device.

How can I enable/disable biometrics authentication function?

If your mobile device supports biometrics authentication, you can enable/disable biometrics authentication function in the "Security" tab of the side menu.

Does my device support biometrics authentication function?

The biometrics authentication function is available for below devices:

  • Apple iPhone 5s or above, operating on iOS9 or above (with Touch ID or Face ID registered)
  • Android device operating on OS 5 or above (with biometrics credentials registered)

Can I enable and use biometrics authentication function on two mobile devices simultaneously?

In order to safeguard your personal data, you can only enable biometrics authentication function on one mobile device. If you have successfully enabled biometrics authentication on another mobile device, the biometrics authentication setting for your previous device will be deactivated automatically.

Why my biometrics authentication function is no longer available?

To protect your account, biometrics authentication function will be deactivated under the following circumstances.

  • Re-install inMotion mobile app
  • Reset or change login password
  • Updated biometrics credentials (such as adding a new fingerprint)
  • Enabled biometric authentication on another mobile device

To continue using biometrics authentication function, please activate it again in the "Security" tab of the side menu.

What are the measures adopted by inMotion to ensure the security of biometrics authentication function?

  • Users can deactivate this function manually on inMotion.
  • Once the function is enabled / disabled, users will be notified by SMS and email.
  • Each user can only enable this function on one device at a time.
  • If users re-install inMotion mobile app / reset or change login password / updated biometrics credentials (such as adding a new fingerprint), this function will be deactivated directly.
  • Users cannot use this function with a jailbroken / rooted device.

How can I change my email address?

Go to “Security” > “Personal Information” and use CNCBI Token to change your email address.


Live Chat

What is Live Chat?

Live Chat is an interactive text messaging service for customers of the Bank and other individual users to interact with Customer Service Representatives of the Bank for the purposes of general enquiries about the Bank’s services and products.

Who can use Live Chat?

Live Chat is open for anyone who would like to connect with our Customer Service Representatives for the purposes of general enquiries about the Bank’s services and products.

When is Live Chat available?

Live Chat service is available 24 hours a day, 7 days a week.

What are the fees and charges for Live Chat?

Live Chat is free of charge.

When will I get a response after raising a Live Chat request?

Once you have raised a request for Live Chat, you will be put on a queue. When you are connected to one of our Customer Service Representatives, the chat will start.  

Do I need to input personal information when using Live Chat service?

No. Live Chat service is only for general enquiries and is not able to answer questions regarding your account information. We will never ask for your highly sensitive information including login ID, password, PIN, identification document number via Live Chat. Please read and understand the Terms and Conditions for Live Chat before requesting Live Chat service. If you are enquiring services related to your account, please call our Customer Service Hotline at (852) 2287 6767 during the service hours (Monday - Friday: 9:00am to 8:00pm; Saturday: 9:00am to 6:00pm).

What if I do not want to continue a conversation on Live Chat service and would like to have assistance over the phone?

If you prefer calling us for enquiries, you may simply end the chat by tapping the “X” button at the top right corner and call our Customer Service Hotline at (852) 2287 6767 during business hours (Monday - Friday: 9:00am to 8:00pm; Saturday: 9:00am to 6:00pm).

Can I request your Customer Service Representative to call me instead?

If you would like to talk to our staff, please call our Customer Service Hotline at (852) 2287 6767 during business hours (Monday - Friday: 9:00am to 8:00pm; Saturday: 9:00am to 6:00pm).

How secure is Live Chat?

All chats are secured with end-to-end encryption and saved securely.

Will the conversation on Live Chat be recorded?

The Bank will retain a transcript of all communications with you via Live Chat. The transcript and all the data therein will not be kept longer than necessary for the fulfilment of the purposes for which the data are or are to be used at the time of the collection and for compliance with the legal, regulatory and accounting requirements from time to time.

What languages does Live Chat support?

Our Customer Service Representatives are able to communicate with you in Traditional Chinese, English and Simplified Chinese.

Why does my chat end automatically?

Your chat will be automatically closed if we do not receive any response from you for a certain period. Before the chat is closed, you will be reminded to reply to our messages to keep the chat. Please note that if your current chat is closed, your next chat may not be handled by the same Customer Service Representative.

Why can’t I send out a message?

Due to connection issues, your message may be pending to be sent. Please check if your network is working, and your message will be sent once reconnected. However, if the connection issue continues, please close the chat and start a new one.


Rewards Go!

What is “Rewards Go!”?

“Rewards Go!” allows you to browse our fabulous rewards at a glance. You can simply earn your rewards by participating in a variety of fun and simple missions in Rewards Go!. Please stay tuned for our latest rewards updates!

Where can I find Rewards Go! in inMotion?

You can access to Rewards Go! by clicking (i.) Rewards Go! icon in “My shortcut” or (ii.) or you can also click Rewards Go! from side menu prior to logging in inMotion.

After logging in inMotion, beside the above entry points, you can also access by clicking the Rewards Go! banner above “My shortcut”.

What does it mean by “You have earned” in Rewards Go!?

“You have earned” shows the accumulated amount of Cash Reward you have earned from all the Missions in Rewards Go!.


Mission

What is a “Mission”?

“Mission” usually refers to the promotional campaign or offers displayed under Rewards Go!. You can find your available Missions under the Mission tab in Rewards Go!. You can enjoy fabulous rewards by completing various Missions.

Will the Missions expire?

Different Missions have different mission periods. For more details, please click on the specific Mission and refer to the “Mission Details” Page.

Will there be any new Missions updated regularly?

New Missions will be published on Rewards Go! regularly. Please stay tuned for our updates!

How to participate or register for the Mission?

For Missions require activation/registration, you can start participating the Mission by clicking the “Activate/Register” button on the “Mission Details” Page.


Reward History & Reward Notification

What is the difference between “Reward History” and “Reward Notification”?

“Reward History” shows the reward records you have received by participating in the Missions in Rewards Go! while “Reward Notification” shows the updates or news from “Rewards Go!”, such as new missions’ notification, reward notification or mission expiry reminder, etc.

How long will the records be kept in “Reward History” and “Reward Notification”?

“Reward History” and “Reward Notification” keep the records in the last 6 months. Please refer to eStatement/eAdvices for the Cash Reward details.

What kinds of notification will I receive for the Rewards Go!?

You will receive various of notifications, such as some new missions’ notification, reward notification or mission expiry reminder, etc.

What should I do if I cannot receive any push notifications about Rewards Go!?

For IOS users, please follow the steps below:

  1. Go to “Settings”
  2. Find and click “CNCBI”
  3. Click “Notifications”
  4. Turn on “Allow Notifications”

For AOS users, please follow the steps below:

  1. Go to “Settings”
  2. Click “Notifications”
  3. Find and click “CNCBI”
  4. Turn on “Allow Notifications”

What should I do if I do not want to receive promotional notifications from “Rewards Go!” anymore?

If you do not wish to receive any marketing or promotional materials from our Bank in future, you may at any time make the request without charge by calling (852) 2287 6767 or browsing www.cncbinternational.com/contact-us/en with your email address provided. Our Bank staff will call you for confirmation if you submit such request online.


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