Frequently Asked Questions

Q1:
What is "iAM Smart"?
A1:
"iAM Smart" is a free account that can be enjoyed by all Hong Kong Identity Card (HKID Card) holders aged 11 or above. It allows users to perform authentication through personal mobile phones and log in as well as use the online services of different government departments and commercial organisations.
Q2:
What are the functions and features of "iAM Smart"?
A2:
"iAM Smart" account is available in two versions, namely "iAM Smart" and "iAM Smart+". The "iAM Smart" version has authentication, form-filling and personalised notifications functions, while the "iAM Smart+" version has the digital signing function in addition:

(1) Authentication
Users will have a single digital identity that enables simple and secure login to various government and commercial online services. It brings convenience to daily life without having to manage different user names and passwords.

(2) Form-Filling with "e-ME"
Users can use the "e-ME" function to store their personalised data (such as name, gender, HKID Card number, date of birth, residential address, and contact phone number), and enjoy the convenience brought by auto form-filling and avoid filling in the same data for different applications.

(3) Personalised Notifications
Users can choose to receive personalised notifications from various government online services to keep up with service updates, expiry alerts and latest information.

(4) Digital Signing
Users can use "iAM Smart+" to sign digitally in accordance with the Electronic Transactions Ordinance (Chapter 553 of the Laws of Hong Kong) to process legal documents and procedures online.

Q3:
What is the difference between "iAM Smart" and "iAM Smart+"?
A3:
"iAM Smart" account is available in two versions, namely "iAM Smart" and "iAM Smart+". The "iAM Smart" version has authentication, form-filling and personalized notifications functions, while the "iAM Smart+" version has the digital signing function in addition.

For more information about "iAM Smart" and "iAM Smart+", please click here.

Q4:
Is "iAM Smart" the digital version of the smart identity card?
A4:
"iAM Smart" is not an electronic version of the smart identity card. It will not replace the smart identity card, nor will it be stored in the smart identity card.

"iAM Smart" is a digital infrastructure that provides citizens with a single digital identity to log in to online services and conduct online transactions.

Q5:
I want to apply for an "iAM Smart" account. Can I register "iAM Smart" via a self-registered kiosk / registration service counter / mobile registration team?
A5:
If you apply for an "iAM Smart" account via "iAM Smart" Mobile App, you will be registered "iAM Smart". If your registration via self-registered kiosk / registration service counter / mobile registration team will be registered "iAM Smart+" directly.
Q6:
Can I authorise another person to register for an "iAM Smart" account on my behalf?
A6:
No, the "iAM Smart" account registration must be completed by the Hong Kong Identity Card (HKIC) holders himself.
Q7:
Which government online services support "iAM Smart"?
A7:
There are more than 20 commonly used online government services and public utility online will be accessible by "iAM Smart". For details, please click here.

We will continue to make more online services to be accessible by "iAM Smart" and it is expected that residents can access about 110 online government services through the platform by mid-2021.

Q8:
What are the charges for "iAM Smart"? Who can use "iAM Smart"?
A8:
"iAM Smart" is free of charge for Hong Kong residents. All Hong Kong residents aged 11 or over are eligible to register for "iAM Smart" with a valid Hong Kong Identity Card. Residents aged between 11 and 17 must be accompanied and consented by their parents or guardians to perform registration.
Q9:
What are the system requirements for downloading the "iAM Smart" Mobile App?
A9:
To download and use "iAM Smart" Mobile App, the mobile phone must be equipped with biometric authentication. For iOS mobile phone, it should support Face ID or Touch ID. For Android mobile phone, it should run with Android 6.0 or above and supports Fingerprint authentication.

For the best experience using "iAM Smart", it is recommended to use devices with more recent mobile phone system versions such as iOS 11.0 or above or Android 8.0 or above.

Please note that each mobile phone can only be used to bind with one "iAM Smart" account.

Q10:
Can "iAM Smart" Mobile App be used on a tablet?
A10:
No, "iAM Smart" can only be used on mobile phone with biometric authentication function. Government will base on the usage of the public and consider whether to support more different types of devices.
Q11:
Do I need to pay for using "iAM Smart"?
A11:
No, you can find "iAM Smart" Application from Apple App Store, Google Play Store and Huawei AppGallery. Downloading and using the "iAM Smart" Mobile App is free of charge.

If you are using a mobile data network to download the "iAM Smart" Mobile App, please note that your mobile network provider may charge additional fees based on your mobile data usage.

Q12:
Under what circumstances will I not be able to use "iAM Smart" Mobile App?
A12:
You will not be able to use "iAM Smart" Mobile App when:
(1) the network connection is bad;
(2) the version of your "iAM Smart" Mobile App is not up-to-date;
(3) your mobile phone is jailbroken or rooted or has security risks;
(4) your mobile phone does not support biometric authentication;
(5) the biometric authentication of your mobile phone has not been set up;
(6) The biometric authentication of your mobile phone has been changed since last use;
(7) your "iAM Smart" account is invalid;
(8) your "iAM Smart" account is suspended.
Q13:
How to enable / disable personalised notifications for government online services?
A13:
To enable the personalised notifications for government online services, users are required to use "iAM Smart" to log in government online service providing personalised notifications. After successful login and receipt of a confirmation message, the personalised notification for that particular online service will be enabled. The online service will be automatically displayed in the "Personalised notification setting" under the "Online services" of "My notifications" page for user to disable or re-enable the corresponding personalised notification service. User can also select the "Change notification setting" in a received message to alter the setting.
Q14:
Are all the government online services provide personalised notifications?
A14:
No, users can select "Personalised notification setting" under the "Online services" of "My notifications" page and click the "Search" button to list all the government online services that provide personalised notifications. User can also enter "personalised notification" in the search bar of the homepage to search for government online services that provide personalised notifications.
Q15:
How long will the personalised notification messages be kept in "My notifications" page?
A15:
The personalised notification messages will be kept in "My notifications" page for 2 years. Messages older than 2 years will be deleted from "iAM Smart" system.
Q1:
If my mobile phone doesn't support built-in biometric authentication, can I use "iAM Smart"?
A1:
No, "iAM Smart" users have to be authenticated through biometric authentication. If your personal mobile phone does not support built-in biometric authentication, you will not be able to use "iAM Smart".
Q2:
Which kind of biometric authentication does the "iAM Smart" mobile app support?
A2:
"iAM Smart" mobile app supports facial or fingerprint authentication on the mobile phones.
Q3:
After using "iAM Smart", can I still use the original method to log in the government online service?
A3:
After using "iAM Smart", you can still use the original method to log in those government online services.
Q4:
Could I use the same Hong Kong Identity Card to register multiple "iAM Smart" accounts or use the same mobile phone to register multiple "iAM Smart" accounts?
A4:
No, there is a monitoring mechanism in the "iAM Smart" system to ensure each Hong Kong Identity Card can only be registered with one account and each mobile phone can only be bound to one "iAM Smart" account.
Q5:
What should I do if my registered "iAM Smart" email address is changed or forgotten?
A5:
Users can change the email address by editing the "Contact email address" under "Account information" in the "iAM Smart" mobile app.
Q6:
Can "iAM Smart" be used outside Hong Kong?
A6:
Yes, "iAM Smart" can be used as long as the user's mobile can connect to the Internet.
Login "iAM Smart"
Q7:
What is the purpose of "iAM Smart" password? How could I reset the password?
A7:
Users are required to set up a six-digit password when registering "iAM Smart", which will be used when the built-in biometric authentication function of the mobile phone is not functioning or fails to verify the user. If users want to reset password, they can use the "Reset password" function in the "iAM Smart" mobile app.
Q8:
How long do I have to change password?
A8:
Users are not required to update the password on a regular basis. Nevertheless, we recommend that users should change the password at a regular interval (for example, 90 days) or according to personal needs, for better protection.
Q9:
If a user cannot be authenticated by the biometric authentication on the mobile phone, forgets the 6-digit password and encounters consecutive login failures, can "iAM Smart" still be used?
A9:
Under normal circumstances, user can use "iAM Smart" after passing the biometric authentication on the mobile phone via the "iAM Smart" mobile app. If a user fails to pass the biometric authentication, he/she will be required to enter the six-digit password for authentication or authorisation. If he/she forgets password, the "iAM Smart" account will become invalid after ten consecutive login failures and the user will be required to register again in order to use "iAM Smart".
Lost Mobile Phone and Switch Account to New Mobile Phone
Q10:
If I lose my mobile phone, how do I suspend and reactivate the user account?
A10:
Users can call the "iAM Smart" service hotline (182 123) to request account suspension or use the account suspension function provided by the self-registration kiosks or registration service counters to suspend the account if they lose the mobile phones bounded with their "iAM Smart" accounts. To reactivate the users accounts, users can make use of another mobile phone to re-register their "iAM Smart" accounts. After the "iAM Smart" account has been re-registered successfully, the "iAM Smart" account on the old personal mobile phone will be deleted.
Q11:
What if I lose my Hong Kong Identity Card, is it necessary to suspend my "iAM Smart" account?
A11:
No, you can still use your "iAM Smart" account after losing your Hong Kong Identity Card.
Q12:
Upon replacement of new Smart Identity card, what is the impact on using "iAM Smart"? Is re-registration required?
A12:
"iAM Smart" is NOT a digital version of Hong Kong Identity Card. New Smart Identity Card replacement will not cause any impact on using "iAM Smart" and re-registration is not necessary upon replacement of new Smart Identity Card.
Q13:
How could I set up "iAM Smart" account in my new mobile phone?
A13:
If the user's old personal mobile phone is still functioning, he/she can use the "Transfer account to another mobile" function in the "iAM Smart" mobile app of the old phone to transfer the "iAM Smart" or "iAM Smart+" account to the new personal mobile phone. Upon successful transfer, the "iAM Smart" or "iAM Smart+" account on the old personal mobile phone will be deleted.

If the user's old personal mobile phone has been lost or is no longer functioning, he/she will be required to register "iAM Smart" again in his/her new personal mobile phone. Upon successful re-registration, the "iAM Smart" or "iAM Smart+" account on the old personal mobile phone will be deleted. Please note that "iAM Smart+" account holders must visit self-registration kiosks or registration service counters in person to perform registrations again to reactivate "iAM Smart+" account.

Suspend or Deregister an Account
Q14:
Can "iAM Smart" users delete their accounts by themselves?
A14:
Yes, "iAM Smart" user can use the account de-registration function in the "iAM Smart" mobile app to deregister the account. Account de-registration will clear all the information of the "iAM Smart" account.
Q15:
How could I suspend or deregister the "iAM Smart" service?
A15:
The user can call the "iAM Smart" service hotline (182 123) for account suspension or use the "Suspend account" function provided by the self-registration kiosks or registration service counters to suspend the account. If the "iAM Smart" account is no longer needed, the user can can select "Account management" > "De-register" function in the "iAM Smart" mobile app to de-register the account, and a biometric authentication is required for identification during the process. If the biometric authentication fails, users will be required to provide the six-digit password entered during "iAM Smart" registration instead. Please be aware that all the related account information will be deleted from the "iAM Smart" system after account de-registration.
Q16:
What is the difference between account suspension and de-registration?
A16:
When a user suspends his/her "iAM Smart" account, he/she can reactivate the accounts at any time and all his/her user information and usage log can be preserved. However, when a user de-registers his/her "iAM Smart" account, all his/her user information and usage log will be deleted and he/she can use "iAM Smart" again only after re-registration.
Q17:
How could I use "iAM Smart" if I deleted the "iAM Smart" mobile app or factory reset my mobile phone?
A17:
You will be required to register "iAM Smart" again in order to use "iAM Smart". While the registration of "iAM Smart" account can be performed using your mobile phone, you have to visit self-registration kiosks or registration service counters in person to perform "iAM Smart+" registration if you want to use the digital signature function.
Q18:
How do I reactivate the suspended "iAM Smart" account?
A18:
To reactivate a suspended "iAM Smart" account, you can perform a facial identification on your mobile phone bound with your "iAM Smart" account via the "iAM Smart" mobile app. If you are holding "iAM Smart" account, you can also register "iAM Smart" again in another mobile phone to reactivate your account. However, "iAM Smart+" user has to visit self-registration kiosks or registration service counters in person to perform registrations again to reactivate account.
Q19:
What should I do if my account becomes invalid?
A19:
If you are eligible to register for "iAM Smart", please re-register a new "iAM Smart" via the "iAM Smart" Mobile App, or re-register a new "iAM Smart +" via a self-registration kiosk / registration service counter / mobile registration team.
Q20:
I suspended my account before but would like to use "iAM Smart" again. Will I be able to use the information I saved in "e-ME" after I re-activate my account?
A20:
The information you inputted in "e-ME" will be kept for 12 months after account suspension. You will be able to use the information you saved in "e-ME" if you re-activate your account within 12 months.
Q1:
How to register "iAM Smart"?
A1:
There are two versions of "iAM Smart", namely "iAM Smart" and "iAM Smart +". "iAM Smart" will provide general identity authentication and majority of the functions (such as "e-ME" and personalised notifications), while "iAM Smart +" will provide the additional function of digital signing. Residents may download the mobile app and register for "iAM Smart" or "iAM Smart+" according to their needs.

Registration of "iAM Smart"
  • Remote registration of "iAM Smart" are required to use personal mobile phone for taking photo of the HKID card (HKIC) and a selfie. The whole process can be completed online using mobile phone;

Registration of "iAM Smart+"
  • In-person registration at "iAM Smart" self-registration kiosk in specified government premises and public locations. The system will retrieve the data stored in the HKIC and a selfie is required;
  • In-person registration via "iAM Smart" registration service counters or "iAM Smart" mobile registration teams. Staff will check and verify the HKIC of the applicant. There is no photo-taking of the HKIC or selfie would be required during the registration process.

For more information, please click here.

Q2:
What are the required items for "iAM Smart" registration?
A2:
Please prepare the required items for smooth registration:
  1. Hong Kong Identity Card (HKIC)
  2. Personal mobile phone (Enabled biometric authentication functions and downloaded "iAM Smart" App)
  3. Email address

Accompanying and consent of parent or guardian is required for Hong Kong residents aged from 11 to 17 to register for "iAM Smart". If residents register via "iAM Smart" Mobile App or self-registration kiosk, the consenting parent or guardian must be "iAM Smart" User.

Q3:
Is the registration and use of "iAM Smart" mandatory?
A3:
No, the registration and use of "iAM Smart" are on a voluntary basis.
Q4:
Where to find the information related to the locations of all self-registration kiosk and registration service counters?
A4:
The self-registration kiosks and registration service counters are located in various districts all over Hong Kong Island, Kowloon and the New Territories.

Please click here for detailed location information.

Q5:
How to upgrade to "iAM Smart+"?
A5:
"iAM Smart" users are required to bring along with their smart identity cards in person to the self-registration kiosks, registration service counters or mobile registration teams to perform the upgrade procedures. Please note that residents aged 11-17 must be accompanied and consented by their parents or guardians to perform upgrade.
Q6:
Do I have to become a "iAM Smart" user before upgrading to the "iAM Smart+" service?
A6:
No, residents can approach self-registration kiosks, registration service counters or mobile registration teams to register "iAM Smart+" service directly.
Q7:
How long may the identity verification process in the "iAM Smart" registration take?
A7:
When the registrant submits the registration, the system will process the identity verification based on the records of the identity card. It takes around 5-10 seconds. However, the specific time may depend on the network or system conditions.
Q8:
How many manpower may need to process the "iAM Smart" identity verification process?
A8:
If the registration via "iAM Smart" Mobile App or self-service kiosk, identity verification and facial identification is automatically operated by the system and no manual handling involved.

If the registration via registration service counter or mobile registration team, read the HKIC information and verify the authenticity of the HKIC are automatically operated by the system. The identity verification will be assisted by one staff.

Q9:
Can I register for "iAM Smart" without replacing my new Smart Identity Card?
A9:
Yes, "iAM Smart" supports both new and old Smart Identity Cards for registration.
Q10:
Could I use the same Hong Kong Identity Card to register multiple "iAM Smart" accounts or use the same mobile phone to register multiple "iAM Smart" accounts?
A10:
No, "iAM Smart" has monitoring mechanism to ensure each Hong Kong Identity Card can only be registered with one account and each mobile phone can only be bound to one "iAM Smart" account.
Q11:
Can a family share one "iAM Smart" account?
A11:
No, "iAM Smart" is registered on an individual basis and can be used for that registered person only.
Q12:
What happens if I don't want to verify my email address - can I use "iAM Smart"?
A12:
Yes, you can continue using "iAM Smart" but you will not receive email notifications until you verified your email address.
Q13:
Do I have to provide my mobile phone number to "iAM Smart"?
A13:
No, you do not need to provide your mobile phone number to "iAM Smart". We will contact you via your registered email address and mobile push notifications.
Q1:
When will the adoption of "iAM Smart" by private ogranisations start?
A1:
In order to promote the adoption of "iAM Smart" by private organisations, OGCIO has uploaded relevant application programming interface (API) technical information to the website.

OGCIO in collaboration with Cyberport introduced a pilot sandbox programme for "iAM Smart" in March 2020 to enable private organisations to conduct simulated tests on API functions to better prepare for the adoption of "iAM Smart" in future. The pilot sandbox programme is open for companies in the financial sector at present. We will review the pilot sandbox programme in the fourth quarter of 2020, and decide how and when to extend it to other sectors.

Q2:
Do private organisations required to register to use "iAM Smart"? Are there specific eligibility requirements?
A2:
Private organisations need to register with the OGCIO in advance and confirm their services and information security requirements can comply with the terms of use of the service.
Q1:
Will "iAM Smart" system use and store the photos and biometrics of the users?
A1:
The smart identity card photos and selfies taken by the users during registration will be used for identity verification only. These photos will be deleted immediately after verifying user's identity and not be stored in "iAM Smart" system.

Users can then use the biometric functions (such as facial, fingerprint identification, etc.) provided by their personal mobile phones to authenticate their identity and log in to online services using "iAM Smart" in a safe and convenient way. Such biometric data will only be stored in the users' personal mobile phones, and will not be stored in the "iAM Smart" system.

Q2:
How to ensure the security and privacy protection during development and operation of the "iAM Smart" system?
A2:
The smart identity card photos and selfies taken by residents during registration for "iAM Smart" will be deleted immediately after user identity verification and will not be stored in "iAM Smart" system. Other personal information provided during registration will only be used for "iAM Smart" account management. Users' data would be encrypted and stored in government data centre facilities to protect the data security.
Q3:
Will system records be retained? How could I make enquiries on my records?
A3:
The "iAM Smart" system will only keep minimal user usage records of the platform, such as login time or the time to perform digital signing, and will not access transaction data from the online services adopting "iAM Smart". Users could make enquiries on their "iAM Smart" records in the past 90 days via the "Log records" function in the "iAM Smart" mobile app.
Q4:
Which personal information will "iAM Smart" be stored for user management purposes?
A4:
"iAM Smart" system will store the users' Hong Kong Identity Card Number, English Name, Chinese Name, Gender and Date of Birth. All these data will only be used for user management purposes and be encrypted for storage.
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