Follow these steps to create your EMQ SEND account:

1. Tap “CREATE NEW ACCOUNT” on the EMQ SEND App opening screen
2. Select “Hong Kong” as the service region
3. Set up your
   1. Username (A username must contain at least 8 alphanumeric characters, without space and without special characters such as @, !, ?, \$, +, etc..)
   2. Password (The password must contain a minimum of 8 alphanumeric characters (Aa-Zz, 0-9) and cannot include any special characters, such as @, !, ?, \$, +, etc. Note that ‘A’ & ‘a’ would be regarded as different characters.)
   3. Confirm your password by reentering it in the “Confirm your password” input field
   4. Enter your active Hong Kong cell phone number
   5. Enter a referral code or promo code, if you have any (Please leave it blank if you do not have one). * Please note that if you have both a referral code and a promo code at hand. You must input the referral code here and apply the promo code later on Rewards screen after you finish registration.
   6. Select your nationality
   7. Enter your first name, middle name and last name which must be the same as the name on your Hong Kong ID Card. Please leave last name blank if you don’t have one.
   8. Select your occupation from the list
   9. Enter your address in Hong Kong.
   10. Provide or take a photo of the front of your Hong Kong ID Card
   11. Provide or take a photo of your passport photo page
   12. Provide or take a photo of yourself holding your Hong Kong ID Card with your face fully visible. Please make sure you do not cover any information on the ID, and your face is not covered by your ID or your hand.
4. An SMS verification code will be sent to your registered Hong Kong mobile phone number, which you can then enter to complete the account creation process

Next, continue on to account verification.

Please allow up to 5 minutes for the verification code to arrive and check that you have input the correct phone number. You can press "Resend Verification Code" after a few minutes.

If your code has not arrived after checking the number & requesting a “Resend Verification Code”, contact our live in-App chat support.

After creating an account with the EMQ SEND App, we will send a notification once your account has been reviewed and verified. *Our operation working hours are from 9:00AM to 6:00PM, and the average review time is 15~30 minutes.

You can now begin using our mobile app to send money! Tap “Send” to start requesting a transfer!

Our operation hours start from 9AM to 6PM, 7 Days a Week (including public holidays). It might take us around 30 minutes to verify your account. Our team will carefully review each individual account in person, to ensure the security of your personal information and to maintain compliance with regulations. 

As per Hong Kong AML and CTF regulations, we must verify the identity and establish legal residency of each of our users.

We use your phone number to verify your identity during the registration process for security purposes.

No. Each user can create only one EMQ SEND account but you can do multiple transfers through your registered account.

Follow these steps to reset your password:

1. Go to the “More” page from the EMQ SEND App Menu
2. Tap “Security” to view your security setting
3. Tap “Change Password”
4. Fill out and create a new password

You won’t be able to change your username once your account has been accepted.

Follow these steps to update your personal information:

1. Go to the “More” page from the EMQ SEND App Menu
2. Select “Profile” to view your personal information
3. Tap “Pencil symbol” to make changes to your personal information
4. Tap “Save” to update your profile in our system 


Please contact us via below 2 ways during our support hours from 9AM to 6PM 7 Days a Week (including public holidays):

1. In login page, please tap “Forget?” near the username or password to contact Customer Service via Live Chat 
2. Or drop us an email to support@emqsend.com 

Go to the “Transfers” page from the Menu to view all your transfers, whether it’s Under review, Awaiting payment, In transit or Completed. You can tap on any specific transfer to view its details.

EMQ SEND will deactivate an account upon the customer’s request, however, we need to keep historical transfer records in compliance with applicable regulations.