FAQ
Hero Plus is a digital payment method that includes credit cards, debit cards, and eWallets. It helps you make payments quickly, without being bound by business location or hours. Customers can pay via a QR Code or a payment link sent by a Hero Plus merchant. We do not charge customers transaction fees for any payment option they choose.
· Must be over 18 years old and hold an HKID card
· Mobile phone number registered under your HKID with your telecom
· Use a Hong Kong-issued bank credit card or debit card
· Mobile phone number registered under your HKID with your telecom
· Use a Hong Kong-issued bank credit card or debit card
To pay in Hero Plus instalments, follow these steps:
1. Download the Hero Plus mobile app
2. Register using your mobile number
3. Fill in your personal information
4. Upload and verify your identity using your ID card
5. Link your payment card (If using a debit card, you will need to upload and verify your home address using an address proof.)
Please note that Hero Plus allows for up to 4 instalment periods. You will make the first instalment payment immediately, and the remaining instalment(s) will be charged every 20 days.
1. Download the Hero Plus mobile app
2. Register using your mobile number
3. Fill in your personal information
4. Upload and verify your identity using your ID card
5. Link your payment card (If using a debit card, you will need to upload and verify your home address using an address proof.)
Please note that Hero Plus allows for up to 4 instalment periods. You will make the first instalment payment immediately, and the remaining instalment(s) will be charged every 20 days.
It mainly depends on the return and refund policy of the merchant you transacted with. Should the merchant agree to the refund and confirms with us, we will process your refund immediately.
If a full refund is agreed upon, all outstanding payments will be cancelled and any payment made prior will be refunded. If a partial refund is agreed upon, the refund amount will be deducted from your upcoming instalment payment(s). Your Hero Plus account will be updated to reflect the full or partial refund under the ‘History’ on the Hero Plus app.
If a full refund is agreed upon, all outstanding payments will be cancelled and any payment made prior will be refunded. If a partial refund is agreed upon, the refund amount will be deducted from your upcoming instalment payment(s). Your Hero Plus account will be updated to reflect the full or partial refund under the ‘History’ on the Hero Plus app.
Customers cannot push back repayment dates under normal circumstances. However, if you face technical difficulties or other problems that prevent you from paying on time, please get in touch with us at cs@heroplusgroup.com as soon as possible so we can provide you with the support that you need.
We have multiple safety firewalls employing AES-256 encryption and established privacy protocols to ensure your information is safe and secure. For more details, please see our privacy policy.
When you authenticate your payment card, there is a possibility of receiving an SMS indicating a transaction amount. This serves as a notification that the issuing bank will temporarily reserve this amount for verification purposes. Once the verification process is successfully completed, the full amount will be automatically refunded. We apologize for any inconvenience this may cause.
You may register at https://heroplus.app.link/e/merchant_register or contact our business development team via email at merchant@heroplusgroup.com.
We provide a free plan option. However, merchants subscribed to our Pro and Premium plans enjoy additional benefits, ranging from access to up to 4 social channels, a verified WhatsApp business account, to lower transaction rates. To learn more about our subscription plans, please visit Plans and Pricing.
We customize a Hero Plus plan for each merchant to cater to each business’ unique needs. To learn more about our subscription plans, please visit Plans and Pricing, or talk to us at merchant@heroplusgroup.com to see what plan suits your business best.
Please prepare the following documents:
1. Business registration certificate (Except for the solopreneur plan)
2. Identity document
Please also note that we will review your documents in 2-3 business days upon the submission of your completed application.
1. Business registration certificate (Except for the solopreneur plan)
2. Identity document
Please also note that we will review your documents in 2-3 business days upon the submission of your completed application.
Certainly. We offer a solopreneur plan designed specifically for sole proprietors and individuals who want to begin their social commerce journey, and it does not require business registration.
One of our core products is the Hero Plus Merchant Portal, where you can view transaction details and sort by each store. Alternatively, you can also download "Hero Plus Merchant", a simplified version of our Portal, from the App Store or Google Play to manage transactions on the go.
To request a refund, please submit the necessary documents to us for assessment:
1. Product/service contract
2. Reason for refund
3. Customer name and information
For more detailed information, please refer to Appendix 1 on your Hero Plus contract.
1. Product/service contract
2. Reason for refund
3. Customer name and information
For more detailed information, please refer to Appendix 1 on your Hero Plus contract.
Hero Plus’ Social Commerce feature allows our merchants to connect to Facebook, Instagram, and WhatsApp. While Facebook and Instagram are free for all users, the WhatsApp Business API is exclusive to users subscribed to our Pro and Premium plan and charges incur per conversation. To learn more about our subscription plans, please visit Plans and Pricing.
A “conversation” is a fixed 24-hour session that begins when the first merchant-sent message is delivered, either initiated by the business or in response to a customer’s message during that session.