Answers to

Frequently Asked Questions

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Joining the event

How can I join from my devices?
You can download our dedicated event app ‘HKFTW21’ by searching 'Hong Kong FinTech Week‘ on Apple App Store or Google Play Store to join our virtual event simultaneously on your computer and smartphone.
Where can I find the join link for Virtual Event?
If you have already registered a Digital Only Pass, you will receive two emails from the organiser, i) Confirmation of Email once completed registration ii) Invitation Email with a unique join link embeded will automatically link you to your event app personal profile. Once you successfully set up a password, you can browse the virtual event contents.

This email will be sent to the email address you have registered on ticketing platform. If you do not receive it, please search your spam mailbox as well.

Please contact the Organiser via our Event App Chatbot or email if you still have issues in receiving the emails.
I bought a ticket after 25 October, but I couldn't find any instructions on the ticket confirmation to access the platform?
If you have purchased a ticket after 25 October, you should be able to receive a separate email from with a join link in about 15 minutes after your purchase. If you cannot receive that email, please contact the organiser together with your email and full name.
I only log in for the first time but have been told that my password is wrong, what should i do?
You may had attended other events on Swapcard but you forgot the password you set. You can reset it via the login page. Insert your email address and click on ‘Send me a magic link’. You will receive a link to reset your password on your mailbox.
Are passes refundable or transferable? What if I cannot come to the Event after purchasing the ticket?
Although we expect the epidemic to be soon under global control, we provide a risk-free ticket purchase policy under certain circumstances.

Risk-free ticket purchase policy:
  • If you cancel before 11:59 pm Hong Kong time on September 15, 2021, you will get a refund of the paid amount, and we will withhold 15% of the paid amount as a processing fee;
  • Refunds will not be issued after 11:59 pm Hong Kong time on September 15, 2021.

All Tickets for Physical Event are non-transferable after 29 October 2021 HKT 23:59pm. The passes representing the Tickets have to be worn at all times during the Physical Event. All participants are advised to bring along personal identification, as security checks may be carried out at our discretion.

Physical Event Attendees may nominate another person from their organisation (at no additional cost) to attend on their behalf up to three (3) days prior to the start of the Event (29 Oct 2021 HKT 23:59pm) on the ticketing platform. Failure to do so may result in the replacement being barred from entering the Event.  No refund of the registration fee will be made for cancellations without substitution, or for "non-attendance".

All virtual event tickets are non-refundable.

Refund method
If you need a refund, please contact the organizer

My Profile

Set up your profile on our event app.
You need to set up your profile when you first log in to our event app.

We have populated your profile with some basic information extracted from your registration:
  • First name (Pre-populated)
  • Name (Pre-populated)
  • Title (Pre-populated)
  • Company (Pre-populated)
  • Profile picture
  • Biography
  • Skills
To increase your chance to receive more connection requests from others, we encourage you to add a brief biography, profile picture and skills you have on your profile.
Why am I asked "Confirm your new information"?
This will only happen when you had created a profile on Swapcard before with the same email address.

We would update your profile using the information we extracted from your registration, and you must either accept or decline theinformation.
The information on my profile is that of someone else?
This happens when two (or more) people have registered with the same email address. For instance, you may see a profile which corresponds to one of your colleagues.

In this case, please contact the Organiser via our event app Chatbot or email so that we can help you sort it out.


How to watch a session?
Hong Kong FinTech Week 2021 will feature 100+ hours of content which will be live-streamed across a 3-day agenda.
Simply tune into one of our live channels by clicking
button on the navigation bar and enjoy live content. Don't forget to enjoy the masterclass as well
How to find a session based on my interest?
All sessions will be tagged with some related keywords. On the ‘Agenda’ page, please make use of topic filters or search the keywords to find the topics you are interested.
How to save a session to my schedule?
You will be able to bookmark a session to receive notification when the session is about to go live. On the agenda page, click this icon
to add sessions to your calendar.
You can see all the sessions you have bookmarked in ‘My Schedule’ and visit them directly by clicking any.
What is the timing of the programme like?
The event is in Hong Kong Time (UTC+8) by default. The event app will automatically adjust the timing to your local time zone. Our programmes will be scheduled between 9 am HKT to 6pm HKT.
Can I rewatch all the sessions after the event?
All sessions will be available on-demand on a week after the event end.


How to navigate the virtual exhibition?
Hong Kong FinTech Week 2021 is beyond proud to bring more than 500 exhibitors from around the world to showcase their products and services virtually. Exhibitors this year will be segmented into 3 main groups in line with the fresh initiatives from InvestHK to support international startups with their expansion into Hong Kong.
  • Exhibition -  You will find all exhibitors encompassing financial regulators, key sponsors and fintech businesses of all sizes
  • Fast Track Village - Finalists of the Global Fast Track Programme
  • International Delegations -  A melting pot of the world’s most innovative tech and B-2-B FinTech Startups
You can easily visit 3 exhibition spaces on the navigation bar.
How to get in touch with virtual exhibitors?
You can initiate an instant chat or send a virtually meeting request on. The team members of the company will reply to your inquiry when they are online.
Who will see my chat with exhibitors?
No one except you and the team members of the exhibitor can see the conversations. Any chats between an attendee and an exhibitor will be protected to ensure our attendees can network securely on the platform.


How to find relevant connections on the platform?
Our Deal Floor makes networking smart and easy with AI-powered matchmaking logic which lets you find meaningful connections more effectively.

Go to ‘Deal Floor’ page, you will see a list of 10 profiles recommended by AI each time based on your knowledge and interest. You can define your search criteria by adding keywords that will feed the matchmaking algorithm. The recommendation will refresh based on your activity and contacts made during the event.
How to schedule 1:2:1 meeting or video chat?
To start chatting with an attendee, you need to first send a connection request or meeting request on an attendee’s profile. Once accepted, you will be able to use the instant chat function inside the app.
How can I have a video call with others?
On an attendee’s profile, pick a timeslot that is mutually available between you and the requestee, and choose ‘video call’ to send a meeting invite.

Once a new meeting is confirmed, it will be saved under ‘My Meetings’ in ‘My Schedule’  You will be prompted a join link when the meeting starts to redirect back to the chatroom.
Alternatively, you can be the one to start a call in a chatroom by clicking the camera icon
on the top right corner of it. No external link required.
I do not want to receive connection requests, what should I do?
If you do not want to receive any connection requests, you can turn off your visibility on the ‘Deal Floor’ page to avoid your profile being seen.
I do not want to show all meeting timeslots, what should I do?
You can personalise your meeting slots in ‘My Meetings’ under ‘My Schedule’ if we wish to disable some slots that you cannot be booked.
I received a meeting request, but I cannot make the proposed time, can I reschedule the meeting?
It is not possible to reschedule a meeting, whether it is pending or confirmed. If you want to reschedule it, you have to cancel it and book another meeting at a different time.

Privacy & Notification

Will my contact details be seen by everyone?
We take a careful approach to our attendees’ data. Your contact details will only be made visible to other attendees if you accept a connection/meeting request, or your request is being accepted. We will not share your contact details directly with our sponsors and partners without your consent.
What information in my profile is accessible to other participants?
Below public profile information will be accessible by all event participants:
First name
Social Networks (if completed)
Skills (if completed)

For private information, it will only be accessible by the participants whom you are connected (With connections or meeting request sent and accepted or received)

E-mail & Telephone (if completed)
Address (if completed)
Will anyone see who I have connected and chatted with?
All accounts are encrypted by a password set by the users. No one including the organiser would have the ability to access any personal contacts and chat history in attendees’ accounts.
How can I snooze notifications for connection requests?
You can do so in your ‘Profile Settings’ and disable some email notifications in your own preferences.

Technical Issues

I cannot load the page of the virtual event platform
Our virtual event platform works best using Chrome or Firefox so have your team set their default browser as one of these! It will not work in Internet Explorer.

If you cannot access our web app, please try one of these steps:
  • Check with your IT team to make sure they are not blocking the domain
  • Try loading the page on another device instead of your work computer
  • If the same problem persists, please reach out to the organiser via our chatbot or
The virtual event platform is not working in my location, what should I do?
Please contact the organiser via in this case.

COVID-19 Safety Measures

How are we implementing safety measure while joining the physical event in Hong Kong?
The health and safety of all visitors to Hong Kong FinTech Week is our highest priority, and we are committed to ensuring that all measures - including protocols in line with Government and Hong Kong Convention and Exhibition Centre requirements and guidelines - are in place to provide you with an event experience where you can safely conduct business.
  • All attendees are required to undergo infrared temperature check before entering the HKCEC. Attendees with high temperatures at or over 37°C will be denied entry. The venue operator shall have the right to refuse access to any person displaying any COVID-19-like symptoms such as fever (≥37°C), cough, sore throat or shortness of breath).
  • Any participants with COVID-19 symptoms or feeling unwell should not attend the event and should visit medical treatment immediately.
  • All visitors are required to either scan the ‘’LeaveHomeSafe’’ QR code or register contact details (name, contact numbers, dates, and times of visits) whenever they enter the exhibition halls.
  • All participants must wear a surgical face mask at all times and undergo thermal screening before entering the venue.
  • All participants must sanitize their hands before entering the venue.
  • Additional temperature checks may be carried out before entry to the exhibition hall or conference rooms.
  • All attendees are required to keep a 1.5 m distance from other people in queues.
  • No eating and drinking are allowed inside the venue.
  • The organizer will keep the written registration records for 31 days.
  • Event venues are disinfected at the end of the day after general cleaning. Escalator handrails, door handles and lift panels are disinfected every hour. Tables and chairs in exhibition venues are disinfected twice a day. Floor mats at the HKCEC main entrances are sprayed with diluted bleach every two hours.
What should I pay attention to as an exhibitor?
  • Exhibitors are required to provide proof of negative PCR test results for COVID-19 14 days before the last show day or completion of a vaccination course (two doses) 14 days before the first show day.
  • Exhibitors are required to either scan the ‘’LeaveHomeSafe’’ QR code or register contact details (name, contact numbers, dates, and times of visits) whenever they enter the exhibition halls.
  • Any exhibitor with COVID-19 symptoms or unwellness should not attend the event and should visit medical treatment immediately.
  • Exhibitors' should aware of capacity inside the booths: visitors should stand at least 1.5m apart while waiting in the queue in the booth area with no more than 4 people in a group.
I will be traveling to Hong Kong for the Hong Kong FinTech Week 2021. Will I be allowed to enter Hong Kong? Are there any travel restrictions?
If you are traveling to Hong Kong FinTech Week overseas, please check the official inbound travel arrangements carefully before purchasing the ticket and departing to Hong Kong. We are paying close attention to the travel restrictions of inbound passengers and strongly recommend that all foreign participants visit the official website of COVID-19 to keep abreast of the latest official travel restrictions issued by the Hong Kong government.