My Account App User Guide

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1 Hong Kong Broadband Network Limited My Account App User Guide Last Updated:2013/12/16 My Account App User Guide

2 Table of Contents Introduction... 2 Part One:System Requirements... 2 Part Two:How to download HKBN My Account App Android Mobile Platform iphone Mobile Platform... 3 Part Three : Feature Overview An overview of HKBN My Account App... 4 Part Four: HKBN My Account App Feature Details New User Interface New Login Procedures & Save Password Feature # Check e-statement & Correspondence My Account # My Account Current Outstanding Balance & Immediate Payment # My Account Plan Details # My Account Account Information # My Account Premium Redemption # My Account Change Payment Method # My Account Other Payment Methods # My Account Change Password # My Account Temporary Service Reactivation # HKBN Wi-Fi Hotspots Find nearby HKBN Wi-Fi Hotspots via GPS Find HKBN Wi-Fi hotspots by keywords or districts Shop Locations Latest News about HKBN shop Find HKBN shop location via GPS Search for shop by districts Search for HKBN contact details Hot Services FAQ View Technical Support Videos Settings # Features can only be used upon successful login My Account App User Guide 1 / 39

3 Introduction HKBN My Account App is designed exclusively for HKBN customers with the convenience of experiencing our personal customer service assistant that is easy and simple to use. You can simply search and download HKBN My Account for free from App Store or Google Play. Moreover, you can also enjoy various services via your smartphone anytime anywhere without the hassle of calling our customer service hotline directly such as to check current outstanding balance and make immediate payments, to check service plan details, to check e-statement and correspondence, to change and edit your account information, to change value-added service and Entertainment Plan password, to find out the latest news about HKBN Shop and the related information about Hot Services, to enquire about FAQ and solutions of HKBN services and view technical support videos, etc. Part One:System Requirements ios App Software Requirements: 5.0 or above ios System Software Version Android App Software Requirements: 2.3 or above Android operating system (do not support Android Tablet) My Account App User Guide 2 / 39

4 Part Two:How to download HKBN My Account App 2.1 Android Mobile Platform 2.2 iphone Mobile Platform My Account App User Guide 3 / 39

5 Part Three : Feature Overview 3.1 An overview of HKBN My Account App New Login Procedures & Save Password feature Check e-statement & Correspondence Check electronic monthly statement & correspondence within the last 12 months (only limited to service confirmation letter and service plan confirmation letter) My Account Current Outstanding Balance Instant payment by credit card Plan Details Select by Service Address Select by your service address to check the existing plan details such as average monthly fee, plan monthly fee, plan effective date, contract expiry date, contract date, installation fee, liquidated damages, service name & service account number Select by Service Type Tap Access Plan, Communication Plan or Entertainment Plan to check your existing service plan such as average monthly fee, plan monthly fee, plan effective date, contract expiry date, contract date, installation fee, liquidated damages, service name & service account number Check and Update the below Account Information Account Number (enquiry only) Correspondence address, home telephone, mobile telephone & Change monthly statement delivery method (by / post / both and post to receive monthly statement) Change written / communication language Change the type of promotional information you wish to receive Change the method of receiving promotional information Change Payment Methods Update Credit Card Information (optional to change from cash settlement to credit card settlement) Other Payment Methods (provide different types of payment methods such as bank account/credit card autopay, online banking, PPS, etc.) My Account App User Guide 4 / 39

6 Change Password Change My Account Login Password Change HKBN Wi-Fi and Login Password Reset Entertainment Plan Password Temporary Service Reactivation (only applicable to subscribers with service suspension due to overdue balance) HKBN Wi-Fi Hotspots Find nearby HKBN Wi-Fi hotspots via GPS (500m, 1000m, 1500m and 2000m) Find HKBN Wi-Fi hotspots by keywords Find HKBN Wi-Fi hotspots by districts HKBN Contact Method & Shop Address Find nearby HKBN shop address via GPS Your current location (Find nearby HKBN shop closest to the subscriber s location) Shop location (list all shop locations, service hours & services provided in details) Latest news about HKBN shop HKBN Customer Service Centre Hot Services Search for HKBN Customer Service Centre details (Provide address, service hours and service type) Check out the related information about Hot Services Access Plan Communication Plan Entertainment Plan Other services Enquire about FAQ & solutions of all HKBN services View Technical Support Videos IP address checking procedures (Applicable to Windows 7, Windows Vista Windows XP, Mac System and Outlook 2010 Windows 7) Settings (Applicable to Outlook 2010 Windows 7, Outlook Express XP, Mail Mac OS, Windows Live Mail Windows 7, Windows Mail Vista, ipad/iphone and Android) Connection Settings (Applicable to PS VITA, XBOX360, PS3) Router Settings (Applicable to basic settings and Windows 7 wireless network connection settings) My Account App User Guide 5 / 39

7 Local connection speed test (Applicable to Mac OS) Settings User Login/Logout Language (Chinese / English) Share to Friends (ios: sent by ; Android: sent by or any communication software such as i.e. WhatsApp, WeChat, Line) Terms and conditions Privacy Statement Version My Account App User Guide 6 / 39

8 Part Four: HKBN My Account App Feature Details 4.1 New User Interface 4.1. For those frequently used services by our subscribers, it will be displayed prominently in the center of the interface in large icons. You can also swipe left/right to use more hot features. All features will be hidden in the feature selection section at the bottom of the interface and you can swipe left/right to use all features. My Account App User Guide 7 / 39

9 4.2 New Login Procedures & Save Password Feature # For subscribers who login to My Account App or through web version for the first time, please login with the first 6 digits of your HKID card. Subscriber must enter the authentication code and reset with his/her own password after successful login. An authentication code will automatically be sent by the system to the subscriber s mobile number or address. If the system does not have the related information of the subscriber in record, he/she must enter the account number/user ID, subscribers name (English) and contact number to set as default account password. # Features can only be used after successful login My Account App User Guide 8 / 39

10 4.2.2 The following features can only be used after successful login: e-statement & Correspondence Current Outstanding Balance Account Information Plan Details Change Password My Bill My Account To login, please enter HKBN account number/user ID and password, then click login. You may choose Save Password to allow the system to remember your HKBN account number/user ID and password, letting you enjoy the convenience without entering the information again next time. My Account App User Guide 9 / 39

11 4.2.3 After login, you can have unlimited access to the app without logging in again, except for the following circumstances in which a pop-up reminder will automatically appear. a) After idle for 10 minutes b) Idle for 10 minutes after clicking Home button c) Server connection failure After the pop-up reminder prompted automatically, you must choose confirm to login again after returning to the home page. If you have previously selected Save Password, you only need to click confirm to login again. If Save Password is not selected previously, then you need to enter HKBN account number/user ID and password to login. Pop-up reminder as shown below: (a) Idle for over 10 minutes (b) Idle for 10 minutes after clicking Home Button (c) Server connection failure My Account App User Guide 10 / 39

12 4.3 Check e-statement & Correspondence # Please select either e-statement or Correspondence, then select the related monthly document under e-statement or Correspondence and open it in pdf format. # Features can only be used after successful login My Account App User Guide 11 / 39

13 4.4 My Account # If you wish to change your account information, please click My Account from the feature selection at the bottom of the home page. My Account includes current outstanding balance, service details, account information, change payment methods, other payment methods and change password. # Features can only be used after successful login My Account App User Guide 12 / 39

14 4.4.1 My Account Current Outstanding Balance & Immediate Payment # Click outstanding balance to display your current outstanding balance. If you have an overdue balance, you may select Immediate Payment to settle all your outstanding balance by credit card through our mobile payment platform in one go (an overdue amount of less than $5 will not be displayed). If there is still an outstanding balance after autopay, please tap Immediate Payment to clear all your overdue amount by credit card through our mobile payment platform. If you wish to check your monthly statement details, please click e-statement to find out more. According to the interface below, we have designed a payment alert to remind subscribers who have registered for autopay. The payment due this month will be automatically debited from your account before the 20 th of this month. # Features can only be used after successful login. My Account App User Guide 13 / 39

15 4.4.2 My Account Plan Details # Select by Service Address You may choose Select by Service Address to display the existing plan details. Both Service Address and Service Type will be displayed after you selected your address including average monthly fee, plan monthly fee, plan effective date, contract expiry date, contract date, installation fee, liquidated damages, service name and service account number. If your existing service plan involves more than one service address, then it will all be displayed. If there is no address attached to your existing service plan, it will be displayed in mobile service. # Features can only be used after successful login. My Account App User Guide 14 / 39

16 Select by Service Type Subscriber can also choose Select by Service Type to display the existing plan details. Service Type will be displayed after you have registered the service plan, simply click Service Type to find out more about the service plan details including plan monthly fee, plan effective date, contract expiry date, contract date, installation fee, liquidated damages, service name and service account number. # Features can only be used after successful login My Account App User Guide 15 / 39

17 4.4.3 My Account Account Information # Subscriber can click Account Information to view all the details of Account Overview and My Service Plan including subscriber name, account number, correspondence address, home telephone, , monthly statement delivery method, written language, communication language, receiving promotional information type and receiving promotional information channel. # Features can only be used after successful login My Account App User Guide 16 / 39

18 If you wish to change your account information, you can click Change Account Information to amend the following details: A. Change correspondence address. You can easily use address search to enter the information or use other input to enter manually. B. Change home telephone and C. Change Monthly Statement Delivery Method. Select the delivery method (by / post / post & ). If you select by post or by post & , each monthly statement will be charged at $25. D. Change Written / Communication Language E. Change Receiving Promotional Information Type/Channel Please read all the terms and conditions and then click confirm to complete the changes. You may click Terms and Conditions to view all the details in pdf format. My Account App User Guide 17 / 39

19 4.4.4 My Account Premium Redemption # Customers who have registered premium plan can check the premium status by clicking the Premium Redemption function. All the premiums at your account will be displayed. Select the premium you d like to review. All the details of the premium will be listed including the offer code, redemption no., redemption period and status of the premium redemption. If the premium has been redeemed, status will be displayed as redeemed together with the redemption date. My Account App User Guide 18 / 39

20 If the premium is ready for redemption, redemption period and location will be displayed. Click on Correspondence Plan Details to check the premium plan details. My Account App User Guide 19 / 39

21 If the premium is ready for pick up and you d like to change to another location for redemption, simply click on Change Redemption Location button. All available redemption locations will be listed out. Select a location, and press Submit. The premium will then be available for collection in the new location in 7 working days. # Features can only be used after successful login and is only applicable for current and future service plans in your HKBN account. My Account App User Guide 20 / 39

22 4.4.5 My Account Change Payment Method # Press Change Payment Method and then click Change credit card information. Enter all the credit card information that needs to be changed and after reading the privacy statement and terms and conditions, please click confirm to complete all the necessary changes made to your payment details. You may click Authorization Letter and Terms and Conditions to view all the details in pdf format. Subscribers who settle payment by cash can continue to use cash settlement or switch to credit card autopay. However, subscribers who settle payment by credit card autopay can only continue to use credit card autopay and cannot be switched to cash settlement. My Account App User Guide 21 / 39

23 4.4.6 My Account Other Payment Methods # Press Payment Method to view all the different types of payment methods. # Features can only be used after successful login My Account App User Guide 22 / 39

24 4.4.7 My Account Change Password # Change My Account Login Password # Press Change Password & Change My Account Login Password. Enter Old password, New password and then Re-enter new password, then click Confirm to complete your My Account Login password change. New password must be a combination of 6 to 12 lower case letters and numbers. You must logout and then login My Account App again after changing your new password. The new password will be effective immediately on My Account App and website version after successful completion. # Features can only be used after successful login My Account App User Guide 23 / 39

25 Change HKBN Wi-Fi & Login Password # Press Change Password and Change HKBN Wi-Fi & Login Password. Enter user ID, old password, new password and then re-enter password, then click submit to complete your HKBN Wi-Fi & Login Password change. The new password will be effective immediately upon completion. # Features can only be used after successful login My Account App User Guide 24 / 39

26 Reset Entertainment Plan Password Change Password # Click Forgot Password. Enter old password, new password and then re-enter password, then click confirm to change your Entertainment Plan password. Your new reset password will be sent to you via SMS within 10 minutes upon successful completion. # Features can only be used after successful login My Account App User Guide 25 / 39

27 Forgot Password # Click Change Password to reset password and then click Confirm to receive your reset password. A new password will be sent to your registered mobile number via SMS after 10 minutes. The new password will be effective immediately after successful completion. # Features can only be used after successful login My Account App User Guide 26 / 39

28 Reset Entertainment Plan Device Record Each MusicOne account can be registered for up to 3 mobile devices. Customer(s) can reset the registered device records by clicking on the Reset MusicOne login device record button. The first 3 devices logging into the service via MusicOne App will be registered after reset. # Features can only be used after successful login My Account App User Guide 27 / 39

29 4.4.8 My Account Temporary Service Reactivation # If your service is suspended due to overdue balance, a pop-up alert will automatically be displayed to remind the customer of his/her overdue balance after logging in. Please settle the payment immediately to avoid service suspension. # Features can only be used after successful login My Account App User Guide 28 / 39

30 If your service has been suspended, you may apply for temporary service reactivation and all services will be resumed again within 2 hours after clicking confirm. You must settle your payment or else the service will be suspended again after 3 days. # Features can only be used after successful login My Account App User Guide 29 / 39

31 4.5 HKBN Wi-Fi Hotspots Find nearby HKBN Wi-Fi Hotspots via GPS Press nearby HKBN Wi-Fi hotspots to search for nearby HKBN Wi-Fi hotspots via GPS. You can select 500m, 1000m, 1500m and 2000m. The map will based on your current location as the center point and select the icon from the map to display hotspots location. You must turn on your GPS to locate nearby HKBN Wi-Fi hotspots via GPS. My Account App User Guide 30 / 39

32 4.5.2 Find HKBN Wi-Fi hotspots by keywords or districts Press Hotspots Search to select district, facilities type and hotspots type from the below selection to choose any or all items to search for hotspots. Click Search Results to display the hotspots on the map in order to confirm the hotspots location. My Account App User Guide 31 / 39

33 4.6 Shop Locations Latest News about HKBN shop If there is any latest news available, a message will pop up automatically when you click shop location. You can also click latest news to find out the recent news about our shop. My Account App User Guide 32 / 39

34 4.6.2 Find HKBN shop location via GPS Click Your current location to find nearby HKBN shop location via GPS. You must open your GPS when you use it. The map will be based on your current location via your mobile as the center point. Click on the shop icon on the map to display the shop address immediately. My Account App User Guide 33 / 39

35 4.6.3 Search for shop by districts Click shop location to select any HKBN shop details. Click the row address to display the shop location on the map. 4.7 HKBN Customer Service Centre Click Customer Service Centre and you may choose Residential User to view HKBN contact details. My Account App User Guide 34 / 39

36 4.8 Hot Services Click Access Plan, Communication Plan, Entertainment Plan or Other Services to find out about the details of each service plan.. My Account App User Guide 35 / 39

37 4.9 FAQ Click My Account App or Other Services to view all FAQs about HKBN services. Other Services include Access Plan, Communication Plan and Entertainment Plan. My Account App User Guide 36 / 39

38 5.0 View Technical Support Videos Click IP address checking procedures, settings, router settings, connection settings or local connection speed test to view all the related technical support videos. In the event of playing videos in live streaming, any video playback using mobile data connection may result in additional data charges. p.s. If you wish to play videos on your Android device, the system would require you to choose a browser or YouTube App to play the video for any first time user. After you have selected the player, you can tap Always to save your time of selecting the player again next time. Then click the return button on your device to return to My Account App after the video has finished playing. If you use silent mode in your iphone, the video will not have audio playback. My Account App User Guide 37 / 39

39 5.1 Settings Click user to login to another account or logout from your account Click language to select Chinese / English My Account App User Guide 38 / 39

40 5.1.3 Click Share to friends to recommend My Account App to your friends via . Subscribers who use Android smartphone may also choose other communication platforms for recommendation such as WhatsApp, WeChat, Line, etc Click Terms and Conditions to view the general terms and conditions. My Account App User Guide 39 / 39

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