FAQ - Log-in/ Manage Member Account

You may go to "Member Log-in" on the Promise website or call our 24-hour Member Hotline at 3199 1111, to check the latest information of your account (e.g. outstanding principal amount, etc.).

You may find your member ID from the documents sent by Promise (if applicable).

You may refer your member ID to the first 7 digits of the loan agreement number shown on your "Loan Agreement" or the first 7 digits shown of the member ID section on your "Monthly Statement".

Please contact our customer service representative at 3199 1199 or visit any Promise branches during office hours for assistance.

Please choose one of these methods to reset your password and regain access to your account.

• Go to "Member Log-in" page from Promise website and click "Initial setup / Forgot password", then follow the instructions on the screen; or
• Dial to our Member Hotline 3199 1111 and press 8 for "Initial setup / Forgot password", and then follow the instructions given by the voice system.

Your membership number must be in 7 digits, and your password must be in 6 digits (same as the password of 24-hour Member Hotline 3199 1111). If you still can't log-in, please check the following:

• Check if the time of your computer is correct (the time should not deviate from the Hong Kong standard time as per the Hong Kong observatory by more than 20 minutes, including year, month and date)
• Open your browser, select "Privacy, search, and services" under "Setting", then choose "Files" and "Cookies" under "Clear browsing data" and click "Clear now" (applicable to Microsoft Edge)
• Run a Windows Update, restart your computer and log-in to "online member services" again.

Please contact us via website, phone or written notice within 14 days of the change of your information. Normally, customers do not need to provide relative documents for proof, unless requested by Promise on an individual basis.

According to the loan agreement, members are required to provide their updated personal information. Updating information also helps members to receive the latest information or offers from Promise.

When changing the autopay amount, please make sure the amount you entered is not lower than the pre-set monthly repayment amount and not higher than the total repayment amount. Please make sure the entered amount is an integer and the amount cannot be changed 3 business days prior to your monthly repayment day.

Please make sure your new password is 6 digits when you change the password, and do not use combinations that are readily accessible/easily identified such as your identity card number, telephone number, date of birth, any popular number sequence (such as 987654 or 123456) for your PIN. Avoid using the same digit consecutively (such as 000000 or 999999) as a PIN.