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Consumer FAQs

Access FAQs about our online consumer services.

FAQs

Frequently Asked Question about Credit Report, Score & Alerts

Credit Myths
Account FAQs
General FAQs
Credit Reports & Data Correction FAQs
Credit Alert FAQs
Credit Report Sharing Platform FAQs
Identity Protection Service FAQs
Credit Data Smart FAQs
Credit Freeze FAQs

Credit Myths

TransUnion is a government agency with access to all my personal data.

TransUnion is not a government agency but rather a credit reference agency (CRA) that combines global expertise with over 40 years of local experience.

All Credit Data Smart selected CRAs will jointly use the credit reference platform (CRP) to transmit consumers’ encrypted credit data and provide the latest data as the basis for analyses and credit reporting.

TransUnion approves my credit applications.

TransUnion is not responsible for approving credit applications, but we will provide your credit score and credit history to the financial instituations which you have applied credit for a credit card or loan.

This financial institution makes the decision on approving your credit application based on your credit score and credit history, including its own standards, and your company records (if any). Hence, the approval results might differ for two people with the same credit score.

In addition to TransUnion, all banks issue personal credit reports.

TransUnion is the first Credit Reference Agency (CRA) in Hong Kong, and also one of the Selected Credit Reference Agencies (CRAs) under Credit Data Smart. All selected CRAs will use the same latest data provided through the Credit Reference Platform (CRP) as a basis for analysis and preparation of their respective credit reports. Although financial instituions require your credit information for reference, but they cannot access this data from CRAs like TransUnion until you authorise and consent us to do so.

Personal credit reports must accurately reflect the consumers' personal credit situations. With experience in credit data analysis, we have been maintaining close relationships with banks and various financial institutions, and taking factors such as the latest credit market trends and loan habit changes into account when performing our credit analysis, in order to make our credit reports more accurate and reliable. Since 1981, TransUnion has been committed to developing Hong Kong's credit database and credit data analysis services. Over the past years, our credit reports have been widely recognised in the industry.

I have the right to grant anyone access to my credit report.

Generally, you are the only one that can check your credit report through TransUnion. You can submit it to others by yourself if needed.

However, there is only one exception: Your prospective employer (which has signed a collaboration agreement with TransUnion) can check your credit report through TransUnion upon your authorisation and consent. You will also receive a copy of the report.

When you apply for a credit card or loan, the bank or financial agency will check your credit data rather than your credit report through TransUnion upon your authorisation and consent. For example, the bank or agency can only check how many credit cards you have, but not the banks that issued them.

Credit reports are only useful when applying for loans and credit cards. I don't have any loans or credit cards, I do not need to monitor and improve my credit score.

Apart from applying for loans and credit cards, credit reports are also required in financial checks for immigration application, employment background checks, etc. Therefore, even if you don't use loans or credit cards, you still need to keep an eye on your credit score.

I don't have any loans or credit cards, so my credit score must be high.

If you don't have any loans or credit cards, this means you have no credit history at all. However, this doesn't necessarily mean you have a good credit score. There is no reference on your credit score for TransUnion and no evidence has shown that you have developed a good repayment habit. Therefore, people with no credit history might have low credit scores or might not have a credit score at all.

In order to have a good credit score, you should develop good repayment habits, such as apply a few credit cards, use your credit appropriately, and repay on time, so that you can gradually increase your credit score.

I have cut up my credit cards with overdue repayment records. This will instantly improve my credit score.

No, this will NOT instantly change your credit score! Because:

Negative credit history such as overdue repayments will remain in your credit report for 5 years after you have cleared your debts. This means it will take 5 years for the negative credit history to disappear from your record even after you closed your credit cards and repay your debts.
If a card takes up the majority of your total credit, your credit limit will fall sharply after the credit card is closed, and your credit score will be negatively affected.
After cutting up a card, your credit limit will decrease. If your monthly spending remain the same, your total credit utilization will then increase, which might negative impact on your credit score.

The more money I borrow, the lower my credit score will be.

Credit score is a reflection your attitude towards borrwing and ability to repay. So, as long as you settle your payment on time, the loan amount might not affect your credit score; however, if you have late payment, even it is $1, this might negative affect your credit score, and negative credit records will be kept in your credit report for 5 years after you have fully settled the account.

Using only one credit card will reduce my risk of forgetting to make repayments and increase my credit score.

Using only one credit card can certainly reduce the chance of forgetting your payments; however, it can also reduce your credit flexibility. If you only have the credit limit of one card, when it comes to large purchase, such as paying an annual insurance fee, your credit utlization suddenly increases, which could lower your credit score.

I can change my loan data at any time.

No! You can't change your own credit data. Upon your authorisation or consent, your credit data will be submitted from the credit providers to the Credit Reference Platform (CRP) under Credit Data Smart. If you need to make any changes, you can submit a data correction request to TransUnion. We will conduct an investigation upon your request, please click here for more details.

Account FAQs

FOR EXISITING SUBSCRIBERS

FOR NEW SUBSCRIBERS

I forgot my online account username and/or password, what should I do?

You can click “Forgot My Username” / “Forgot My Password” on the login page and follow the instructions to verify your identity and retrieve your username and password.

What should I do if I fail to complete the online process?

Please make an appointment at your earliest convenience via our website and visit our office in person with the following documents for identity verification:

Your HKID card or other identification document
An original copy of your valid proof of address issued within the last 3 months (e.g. rates & government rent notice, water bill, electricity bill, gas bill, or credit card statement)

What will happen if I do not re-authenticate?

You will not be able to view your latest credit information online until you have completed the re-authentication process.

Why am I not able to see my credit information upon completion of the re-authentication?

If you did not maintain an active subscription on your account, you need to re-subscribe to the service to see your credit information.

How do I cancel my online subscription? Will TransUnion refund the remaining days of subscription fee?

If you would like to cancel your online subscription, please login to your online account, access “Support”, select “Service Termination”, and click “You can cancel your monthly subscription anytime by clicking this link…”. This will cancel your online account. Once your account is canceled, you will cease to access your Credit Report, Score and Alerts service. For assistance or any queries about your account, you can contact our Consumer Services and Operations at (852) 2577 1816 during office hours (Monday to Friday 9:00 AM– 5:30 PM, except public holidays) or via email at hkcontact@transunion.com.

How to delete my TransUnion Online Account ?

To delete your account, please contact our Consumer Services and Operations Department at (852) 2577 1816 during office hours (Monday to Friday 9:00 AM– 5:30 PM, except public holidays) or via email at hkcontact@transunion.com.

Before your decide to delete your TransUnion online account, please note that:

Once the deletion request is submitted, the system will automatically cancel your subscription (if any) and terminate your account immediately. You can no longer retrieve any content from your TransUnion Online Account, including credit report, subscription history and payment history, as all the data in your account will be deleted.
The purchased package (if any) is not refundable.
If you want to re-activate your account, please contact our Consumer Services and Operations Department for identity authentication.
Your historical data (credit report, subscription history and payment history) will be kept within the retention period, which is 5 years. Your historical data can be recovered if you decided to re-activate your account within the retention period. However, after the retention period, your historical data will be permanently deleted and cannot be retrieved.

How can I purchase a credit report?

Please visit www.transunion.hk. On the upper right hand corner, there is a BUY NOW button. You can get your credit report in a few simple steps. Click the BUY NOW button, fill in your personal information, answer a few questions for identity verification, and proceed to payment. Then you will be able get your credit report. Alternatively, please make an appointment and visit our office in person with the following documents for identity verification:

Your HKID card or other identification document
An original copy of your valid proof of address issued within the last 3 months (e.g. rates & government rent notice, water bill, electricity bill, gas bill, or credit card statement)

What should I do if I fail to complete the online process?

Please make an appointment at your earliest convenience via our website and visit our office in person with the following documents for identity verification:

Your HKID card or other identification document
An original copy of your valid proof of address issued within the last 3 months (e.g. rates & government rent notice, water bill, electricity bill, gas bill, or credit card statement)

Is OTP (one-time password) required for application of credit report online?

Yes, we will cease to release any credit reports online through our website without one-time password verification. In case the OTP verification is not applicable, the consumer can make an appointment via our website. In case you do not have a Hong Kong mobile number to receive the OTP, please contact our and visit our office in person with designated personal identification document.

I have a question or enquiry that is not answered in the above page – what should I do?

Please contact our Consumer Services and Operations at (852) 2577 1816 which, unless stated otherwise, is open during office hours (Monday to Friday 9:00 AM – 5:30 PM, except public holidays) or via email at hkcontact@transunion.com.

General FAQs

What is TransUnion? What is its main business?

A global information and insights company, TransUnion provides an accurate and comprehensive picture of each person, stewarded with care. As a result, organisations can better understand consumers in order to make more informed decisions, and consumers can be confident that their data identities will result in the opportunities they deserve. Our customers in Hong Kong include some of the top banks and money lenders.

How does TransUnion handle personal information?

Nothing is more important than the safety and security of the consumer information TransUnion is entrusted with. Credit information held by TransUnion is stewarded with care and highly confidential. We make trust possible by ensuring each consumer is reliably represented in the marketplace.

Under Credit Data Smart, all CRAs transmit encrypted personal credit data on the Credit Data Platform (CRP). CRP uses the latest technology (e.g. distributed ledger technology, big data architecture and application programming interface) and encrypts in accordance with international standards so no one, not even the platform operator, can decrypt the data. The credit data held by TransUnion is highly confidential and handled in accordance with the Code of Practice on Consumer Credit Data issued by the Office of the Privacy Commissioner for Personal Data in Hong Kong, and the Code of Practice on the Multiple Credit Reference Agencies (MCRA) model issued by trade associations to provide credit reports to Credit Data Smart Subscribed Members. For any questions, please contact us at (852) 2577 1816.

What information is included in the TransUnion Credit Report?

Under Credit Data Smart, all participating financial institutions, including banks and money lenders, will upload consumer credit information to the credit reference platform (CRP), such as:

General personal data like name, address, telephone number, date of birth, Hong Kong Identity Card number and travel document number
Credit card and personal loan data, such as types of credit accounts, repayment history records, credit limits and outstanding balances
Delinquent account information, such as type of credit, amount involved, date of default and date of repaymentHire-purchase information on vehicles, vessels and equipment
Public records, such as action relating to recovery of debt, judgments entered for money owed, bankruptcy and discharge of bankruptcy
Individual credit enquiries made by participating financial institutions

In addition, according to the Code of Practice on Personal Credit Data under the Personal Data (Privacy) Ordinance, TransUnion will also collect public records and related information, such as action relating to recovery of debt, judgment entered for money owed, bankruptcy and discharge of bankruptcy.

How long does TransUnion retain the relevant individual credit information?

According to the Code of Practice on Consumer Credit Data promulgated by the Office of the Privacy Commissioner for Personal Data, Hong Kong, the retention periods are as follows:

TransUnion may keep up-to-date credit card and personal loan account records for credit reference purposes
TransUnion may retain normally closed credit card and personal loan accounts for five years from the date of account termination.
TransUnion may retain a record of overdue repayment for five years from the date of full repayment of the outstanding amount, or from the date on which the defaulter notifies TransUnion of the discharge of bankruptcy in accordance with the Code of Practice on Consumer Credit Data issued by the Office of the Privacy Commissioner for Personal Data, Hong Kong, and retains the relevant data for five years (whichever occurs first).
TransUnion may retain a record of bankruptcy application for eight years and other public records for seven years from the date of the proceedings.
TransUnion may retain credit report enquiry record of Credit Data Smart Subscribed Members for two years from the date of enquiry.
If there is no overdue balance for more than 60 days within 5 years prior to the closure of the account, TransUnion will delete the account from the database as soon as it receives a notice from a financial institution that participated in Credit Data Smart requesting deletion of the information of the closed account.

Can I contact TransUnion after receiving notice about credit enquiry from my bank or financial institution?

Yes, you can contact TransUnion directly. Credit Data Smart Subscribed Members may have contacted us at the time of your credit application to request access to your credit report. In accordance with the Code of Practice on Consumer Credit Data promulgated by the Office of the Privacy Commissioner for Personal Data, Hong Kong, and the Code of Practice on the MCRA Model issued by the Industry Association, it is the responsibility of a Credit Data Smart Subscribed Member to notify you of any need for access and reference to your personal data.

How does TransUnion help credit applicants?

We provide an accurate and comprehensive picture of each person, stewarded with care. As a result, organisations can better understand consumers in order to make more informed decisions, and consumers can be confident that their data identities will result in the opportunities they deserve.

TransUnion provides credit providers with updated credit information to help them make fast, objective and accurate decisions so they can approve loans and grant credit efficiently. Credit applicants with a credit record reflecting prompt payment find it comparatively easy to obtain new credit and more favorable pricing terms.

Does TransUnion make credit decisions?

No, TransUnion does not make credit decisions. Each credit provider has different requirements for the extension of credit, so it is impossible for anyone to create an overall rating. TransUnion does not approve or reject applications for credit. We simply report the information provided by the credit providers.

Are there adequate safeguards to protect personal data stored and processed by TransUnion?

Yes, TransUnion is a global leader in developing and implementing best practices in data security to safeguard business and personal records. Our website supports browsers that use 128-bit encryption, and Secure Socket Layer (SSL) protocol for the online security of your personal information. In addition, we follow the Code of Practice on Consumer Credit Data issued by the Office of the Privacy Commissioner for Personal Data, Hong Kong. This includes commissioning an independent compliance audit annually to safeguard the personal data privacy rights of individuals.

Do I have a choice about the sharing of my credit data by credit providers?

When your credit account is terminated by full repayment, with no default data exceeding 60 days within 5 years, then you have the choice to "opt-out".

If you choose not to "opt-out", the closed account data will remain available to other credit providers with whom you already have a credit relationship. When you subsequently apply for credit with other credit providers, your closed account information, with record of no late payments, may put you in a stronger position to negotiate better terms of credit.

If you do choose to "opt-out", however, you have to instruct your credit provider to make a request to TransUnion to delete the data relating to your terminated account

Credit Reports & Data Correction FAQs

What is a credit report?

A credit report is a consumer’s past credit history. All selected CRAs under the Credit Data Smart will share the latest data provided through the CRP as the basis for analysis and credit reporting. Your credit report shows your personal credit history to help you keep track of your financial situation and stay vigilant against potential identity theft or credit fraud. Please refer to How to Read My Credit Report or Credit Report, Scoring and Alert Service.

Who can access my credit report?

Credit information held by TransUnion is highly confidential. To keep your information protected, access is limited to the following:

You: You can access your credit report.

Subscribed Members of Credit Data Smart: When you make a credit application, credit providers will obtain your authorisation and consent to access your credit report for understanding and reviewing your credit status.

Relevant persons and other persons: In addition to the consumer themself and Credit Data Smart Subscribed Members, we may provide your credit report to relevant persons (including companies), in accordance with the Personal Data (Privacy) Ordinance (Cap. 486) and to designated persons as required by law (e.g., court order).

How can I check my own credit report?

You can order your credit report or Credit Report & Alerts online. Or you can call TransUnion and make an appointment to meet with our Consumer Service Centre. When you come in, you will fill out a Credit Report Application Form to purchase. The Consumer Service Officer will then check your proof of identity before giving you a copy of your credit report.

How much does it cost to check my credit report?

Under Credit Data Smart, which is also known as the Multiple Credit Reference Agencies (MCRA) Model, every Hong Kong consumer is eligible for a free credit report from TransUnion once per year. Please click here to learn more about Free Credit Report (Once per year).

Consumers can also subscribe to TransUnion credit report based on personal needs to monitor and maintain their credit health. To enjoy our Credit Monitoring Services or purchase a One-Off Credit Report from our office, please click here for details of our Credit Monitoring packages.

In addition, since Credit Data Smart is still in parallel run, the old and new models are still operating in parallel. After purchasing the TransUnion credit report (excluding any free credit report services), if customers would like to purchase the TransUnion credit report in the old model for reference, the one-off fee will be at special offer of HK$140. It is to be handled in person.

We accept payment by VISA / MasterCard or in cash (cash payment only available for purchase at TransUnion office).

When I find an issue in my credit report and want to amend it, what should I do?

You can download a Personal Data Correction Form to fill it out, include any appropriate and required documents, and mail it back to us. If you have any questions, please contact our Consumer Service Centre at (852) 2577 1816. We are available Monday-Friday 0900-1730, except public holidays.

Can I re-apply for credit from the relevant credit provider after my data is amended? Will my application for credit be granted after the amendment to my credit report?

After correcting your information, you can re-apply to the credit provider. TransUnion is only responsible for providing credit information to Credit Data Smart Subscribed Members for reference purposes. Credit providers have the sole discretion to approve credit applications. TransUnion cannot approve or reject any credit application.

How do I cancel my monthly Credit Report Subscription?

You may cancel your monthly subscription 7 days prior your next billing date through our online system. Please follow the steps below:

Login to our online portal, click "Support" > "FAQs" > "Service Termination"
Click "this link" under Service Termination to cancellation page
Click "Cancel My Subscription" to proceed cancel procedure
Follow the instructions and confirm to cancel your monthly subscription
You will receive a confirmation email to notify your monthly subscription has been canceled successfully

Credit Alert FAQs

Importance Notice

TransUnion will cease to provide the Basic Credit Alert service from 1 July, 2025 onwards. Subscription to Basic Credit Alert service will be available until 31 May, 2025.

You can subscribe to TransUnion Credit Report related services to continue using Credit Alert. For more details, please visit Subscription Plan | TransUnion

When will I received the credit alert?

TransUnion will send you a credit alert when there is critical change in your credit information, including:

New enquiry made to your credit report, OR
New credit accounts opened under your name, OR
Address changed, OR
Phone number changed

I have registered to the Basic Credit Alert service, but I did not receive any email credit alert, why?

There are two possible reasons that you did not receive any email credit alert:

You have no major changes in your credit information (For detail of “Major Change in Credit Information”, please refer to “FAQs: When will TransUnion send me credit alert”) OR
You have not log-on to your TransUnion online account in the past 90 days. As a result, your Basic Credit Alert Service has been terminated automatically.

If you would like to receive a confirmation email that there is no credit change in the past month, please click here to subscribe our Monthly Credit Report Service.

How do I get the TransUnion Credit Alert?

TransUnion sends Credit Alert to users via email and/or SMS. Basic Credit Alert users will receive email alert only, while the Monthly Credit Report Service subscribers can receive both email and SMS alert.

Who is eligible for the Basic Credit Alert?

The Basic Credit Alert is a new FREE service that TransUnion offers to all individuals who are aged 18 or over and holders of Hong Kong Identity Card. While existing Monthly Credit Report Service subscribers are already enjoying both SMS and email alert, non-existing users are welcome to apply, please click here to register.

Is there any expiry date for the Basic Credit Alert service?

The Basic Credit Alert service will NOT expire. However, if you have not log-on to your TransUnion Online Account to check your credit alert for 90 days, this service will be terminated automatically. As such, we highly recommend you to check your credit alert via your TransUnion Online Account regularly.

How frequent will TransUnion send me Credit Alert?

TransUnion only sends out credit alert when there is major change in user’s credit information. Generally, banks and financial institutes will provide updated credit information to TransUnion on a monthly basis. As such, we highly recommend users to check their credit alert via their TransUnion Online Account every month.

My Basic Credit Alert service is being terminated, can I re-subscribe? How?

Yes, please login to your TransUnion online account to re-subscribe. Please click here for details.

After cancellation / termination of my Monthly Credit Report Subscription, will I automatically switch to enjoy the Basic Credit Alert service?

No. However you may apply for the Basic Credit Alert Service and keep monitoring the changes of your credit information for free. Please click here to activate the Basic Credit Alert.

How to terminate my Basic Credit Alert service?

If you would like to terminate your Basic Credit Alert service, please:

Login to your TransUnion online account
Click on "Yours Profile" >> "Yours Settings", then click the unsubscribe button provided to unsubscribe the service

How to re-register the Basic Credit Alert service?

If you would like to subscribe the service again, please:

Login to your TransUnion online account
Click on "Yours Profile" >> "Yours Settings", then click the subscribe button provided to subscribe the service again via payment page

Credit Report Sharing Platform FAQs

Is this a paid service?

This service is free for job seekers, and the job seeker will also receive, at the same time, a copy of the same report shared with the employer for reference.

Is the credit report sent to the employers the same as the consumer credit report?

The credit report shared with employers has a major difference from the ordinary personal credit report, in that, it will hide some personal information, such as credit card numbers, to protect the privacy of job seekers.

Can I reject to the employer's request?

If you do not wish to share the credit report, please click No, Reject Request to not share your credit report. Also, you can cancel your authorisation within the cooling-off period. Please note this selection cannot be revoked.

How can I authorise the request?

The candidate must agree and authorise TransUnion to share his/her credit report with the designated employer through the TransUnion mobile app within 14 days after receiving the email.

Identity Protection Service FAQs

Is the dark web dangerous?

Yes, the dark web can be dangerous because it's a popular place for hackers and cybercriminals. It is the hotbed of scammers, where dreadful cybercriminals would leak your secrets, sell your personal data for profits with no remorse. Make sure your cybersecurity defences are activated and updated at all times.

Who needs Dark Web Monitoring?

Dark Web Monitoring is essential and beneficial for individuals and organisations alike, especially those who care about their cybersecurity and protecting sensitive information. In simple terms, anyone who wants to be proactive in safeguarding his/her digital identity, sensitive data, and financial assets can benefit from the Dark Web Monitoring service. It provides an additional layer of protection against cyber threats that come from the dark web.

I have received an alert. What should I do?

Based on what was found in your alert, please use the list below for the next steps. We will continue to scan the dark web. If we detect your information, we will send you another alert. You can:

Change the password associated with the affected website or any other site where you've used the same password. If you don't remember your password, perform a password reset on the site.
Complete your profile by visiting the TransUnion Credit Report dashboard so we can monitor more of your information.

I don’t recognize the website or the password mentioned in my alert. What should I do?

There could be several reasons why you may not recognize the website mentioned:

The account may have been created via Facebook or Google login. Some accounts may be old, and you may not remember having used the website or service.
You may have provided login details (username/password) for one-time use, after which you may have never gone back to the website or account again.
Sometimes breached sites or services may deactivate exposed accounts which can make it difficult to remember or identify an account as belonging to you.

Even if you don’t recognize the password shown in the alert, we recommend that you change the password associated with the affected website or any other site where you've used the same password.

What is a data breach and how do I handle one?

A data breach is a security incident in which information is accessed without authorisation. Data breaches can hurt businesses and consumers in a variety of ways. They are a costly expense that can damage lives and reputations, it also takes time to repair.

In most cases, cybercriminals don't just hold on to the information they access, but they may find ways to exploit it for personal gain. So, it is important to take steps and protect your personal information.

What are the types of personal information monitored by the Dark Web Monitoring service?

Name & Date of birth
Hong Kong Identity Card number
Passport number
Email address
Telephone number
Bank account number
Credit card number
Username
Gamertag

How to update / remove my bank account, mailing address, and other personal information for Dark Web Monitoring?

Please log in to the TransUnion mobile app, under the Dark Web Monitoring menu, you can edit or remove your monitoring attributes.

How to deactivate the Identity Protection Package(s)?

The service cannot be terminated and is non-refundable once the order is placed. If you do not wish to use the service, you can pause or remove the monitoring attributes by editing the Dark Web Monitoring page on the mobile app.

Can Dark Web Monitoring service prevent my personal information to be exposed?

No, the Dark Web Monitoring service cannot prevent your personal information from being exposed. It helps to alert you when your personal information is exposed so you can take immediate action to minimize your loss.

A login username of mine has been exposed but I never use it for any financial sites. Can I just ignore it?

You might use the same username in other website(s). To ensure your identity is well protected, it is recommended to update or manage your username.

Will I know where my personal information was compromised?

Yes, the alert will show where the collected personal information maybe found.

Credit Data Smart FAQs

What is “Credit Data Smart” or "Multiple Credit Reference Agencies (MCRA) Model"?

Credit Data Smart is the Multiple Credit Reference Agencies (MCRA) Model developed by the Hong Kong Association of Banks (HKAB), the Hong Kong Association of Restricted License Banks and Deposit-taking Companies (DTCA), and the Hong Kong S.A.R. Licensed Money Lenders Association Limited (LMLA) (collectively, "Industry Associations"), with the support of the Hong Kong Monetary Authority (HKMA). It is a new operating model for Credit Reference Agencies.

MCRA is a common operating model adopted by many markets globally.

For more information, please refer to HKAB’s website here.

Does TransUnion provide free credit reports?

Under Credit Data Smart, which is also known as the Multiple Credit Reference Agencies (MCRA) Model, Hong Kong consumers are eligible for one free credit report from TransUnion every 12 months, so they can review the credit report regularly, and to make sure the information reported is accurate, in order to prevent and combat identity theft.

In addition, according to the Code of Practice on Consumer Credit Data issued by the Office of the Privacy Commissioners for Personal Data, Hong Kong (PCPD), if the credit provider declined a credit application after assessing the applicant’s credit record, TransUnion is required to provide the applicant with one free credit report.

The following are our requirements for applying for a free credit report:

A credit application has been rejected by the credit provider, including credit cards, personal loans and mortgages.
The credit provider accessed the applicant’s credit record from TransUnion before rejecting the credit application.
One must redeem his/her free credit report by following the instructions on the rejection notification one month within the issue date.

For more information, please refer to HKAB’s website here.

Will there be any difference in the credit information reflected in credit reports provided by different selected Credit Reference Agencies (CRAs)? Will the credit scores/rating by different selected CRA vary significantly?

All selected CRAs will use the same latest data provided through the Credit Reference Platform (CRP) as a basis for analysis and preparation of their respective credit reports. They may adopt different credit scoring models and/or in conjunction with data from other data sources, and the resulting credit scores they provide may vary.

For more information, please refer to HKAB’s website here.

Will my credit score change after Credit Data Smart or the Multiple Credit Reference Agencies (MCRA) Model starts operating?

It is normal to see change in the credit scores as a result of one’s changing credit behaviours and activities. After the launch of Credit Data Smart, which is also known as the Multiple Credit Reference Agencies (MCRA) Model, we will be using data on the CRP to calculate your credit score. As the information is from two different databases, your credit score may also vary.

Can I request a credit provider to obtain a credit report from a specified selected Credit Reference Agency (CRA) when applying for credit?

Credit providers will only obtain credit reports from the selected CRA that they have engaged when assessing credit applications.

Under Credit Data Smart, which is also known as the Multiple Credit Reference Agencies (MCRA) Model, a credit provider should notify its customers in the credit facility document of the selected CRA(s) that the credit provider has engaged for the assessment of the credit facility application and the contact details of the selected CRA(s).

When approving a credit application, will the credit provider inquire about the applicant’s credit history from all Credit Reference Agencies (CRAs) at the same time, or only one?

When approving a credit application, the credit provider may inquire about the applicant’s credit history from at least one or more CRAs.

How can I amend data on my credit report?

Consumers can contact either the related credit providers or TransUnion to amend the data.

According to the “Code of Practice for Multiple Credit Reference Agencies (MCRA) Model”, consumers have the right to dispute and request for a data correction to the information they found inaccurate with credit providers, selected credit reference agency(ies) (CRA), or both. The related credit providers or selected CRAs may confirm or reject the data correction request.

For more information, please refer to HKAB’s website here.

How many free credit reports am I entitled to per year under Credit Data Smart or the Multiple Credit Reference Agencies (MCRA) Model?

Each Hong Kong consumer is eligible for one free credit report from TransUnion every 12 months.

For more information, please refer to HKAB’s website here.

Why does my new credit report show different credit data from before?

Since the launch of Credit Data Smart, also known as the Multiple Credit Reference Agencies (MCRA) Model, the credit data on your credit report is generated by the data provided by the Credit Data Smart Subscribed Members. Your credit information may look different from before the launch. For example, the Credit Data Smart Subscribed Members may not use TransUnion's financial company solution.

How would I obtain the free credit report if I have subscribed to TransUnion’s credit reporting service?

Under the Credit Data Smart, which is also known as the Multiple Credit Reference Agencies (MCRA) Model, each Hong Kong consumer is eligible for a free credit report at TransUnion every 12 months. This rule applies to all existing subscribers as well.

Does switching to the Credit Data Smart or the Multiple Credit Reference Agencies Model affect the credit services I am currently using, including my existing credit lines and terms?

The introduction of the Credit Data Smart, which is also known as the Multiple Credit Reference Agencies (MCRA) Model, will not affect the credit services you are currently using, as your existing credit lines and terms have already been approved by your credit provider(s). Under Credit Data Smart, your credit provider(s) may take into consideration the credit report(s) and score(s) provided by different Credit Reference Agencies (CRAs) when assessing your future credit applications. The CRAs may adopt different credit scoring models.

Why is there a huge change in my credit score even though I don’t have any recent credit activity?

Consumers are advised to check the content of their credit reports to see if there are any important new changes, such as credit activities not made by themselves. If the information is incorrect, consumers can contact the relevant credit provider(s) for clarification and correction. Consumers may also directly contact TransUnion to help facilitate the needed data correction.

After the launch of Credit Data Smart, will the consumer comment in my TransUnion credit report be retained?

Under Credit Data Smart, all credit report information will be provided through the Credit Reference Platform (CRP), and such information does not include your consumer comments (if any) that currently exist in TransUnion Credit Report. If you need to retain your existing consumer comments in your credit record after Credit Data Smart is officially launched, please contact us at (852) 2577 1816 from 26 April 2024.

What is “credit freeze”? Under what circumstances can I consider applying for credit freeze?

“Credit freeze” restricts third parties from accessing your credit report, which prevents credit providers from accessing your credit report through Selected CRA(s) for new credit approvals, thereby reducing potential losses from identity theft.

When you suspect your personal information has been compromised, you can apply for credit freeze to limit the access of your credit report. Once credit freeze is activated, credit providers under Credit Data Smart will not be able to check your credit report through any Selected CRA(s) for new credit applications. This also means they may not be able to carry out relevant approvals. However, credit freeze will not affect your existing credit, such as review checks for credit limit adjustments and credit information updates by credit providers.

Can credit freeze completely prevent my identity from being stolen for credit applications?

Credit freeze is only applicable to credit providers and Selected CRAs under Credit Data Smart. Therefore, it can only restrict credit providers from accessing your credit report for new credit applications to a limited extent. It does not mean identity theft for credit applications can be completely prevented.

Will credit freeze affect my credit score?

Credit freeze restricts credit providers from accessing your credit report for new credit applications. It will not affect your credit score, but new credit application is only one of the factors for credit score calculation. Hence, your credit score may still change while credit freeze is in effect.

How to apply for credit freeze?

You can activate credit freeze via the TransUnion HK mobile app or in person at the Customer Service Centre. Please click here to find out more.

Do I need to apply to each Selected CRA separately for credit freeze?

No. You only need to apply through one of the Selected CRAs under Credit Data Smart. Upon completion of application, the result will be sent to other Selected CRAs for further processing to fully protect your personal data and reduce the risk of identity theft for credit application.

Can I request credit freeze be activated only for one Selected CRA (not all)?

To reduce the risk of identity theft more effectively, upon your credit freeze application, Selected CRAs will activate credit freeze for you.

What information should be submitted when applying for credit freeze?

Please contact the Selected CRA(s) for application procedures and required information. In general, you must present your Hong Kong Identity Card or other identity documents to verify your identity. For contact details of Selected CRAs, please click here.

Do I need to pay for credit freeze application?

TransUnion credit freeze is free the first time you use it each year. Subsequent usage will incur a HK$100 fee per instance. Subscribe to any of our paid services and get the credit freeze for free.

Can I set a validity period of credit freeze?

Yes. You can set a period of 3, 6, 9 or 12 months — or you may unfreeze upon specific request.

Can I authorize a relative or a third party to apply for credit freeze and unfreeze?

No. You can only apply for credit freeze and unfreeze in person at any of the Selected CRAs.

Do I need to request my latest credit report when I apply for credit freeze?

Checking your credit report is not necessary for credit freeze application, but you’re encouraged to check your credit report from time to time to catch errors or inaccuracies promptly.

Is credit freeze applicable to all financial institutions?

Credit freeze is only applicable to all credit providers under Credit Data Smart.

Please click here to view the list of participating financial institutions under Credit Data Smart.

Can I choose to “freeze/unfreeze” selected financial institutions?

No, you cannot.

What impact does a credit freeze have on me?

Credit freeze prevents unauthorized individuals from opening new credit accounts in your name with credit providers under Credit Data Smart.

When you apply for a credit freeze with a Selected CRA, credit providers under Credit Data Smart will not be able to access your credit report to process any credit applications or credit account openings (including credit cards).

Will a credit freeze affect my existing credit accounts and credit limits?

Credit freeze is only applicable to new credit applications. Upon your application for a credit freeze with a Selected CRA, your existing credit accounts and credit limits will continue to operate as usual. It will not affect credit providers performing regular reviews of your existing credit accounts.

How long will it take for the credit freeze to take effect after application?

When you successfully apply for credit freeze with a Selected CRA, credit freeze will first be effective at that CRA. The application results will then be sent to other Selected CRAs under Credit Data Smart for further processing. This means credit freeze may not be effective across the Selected CRAs at the same time. It will take around one working day for credit freeze to simultaneously take effect at Selected CRAs and align the credit freeze status for customer. If you have any questions, please contact the Selected CRA(s).

How do I unfreeze my credit? Do I need to apply to the same Selected CRA where the credit freeze application is submitted to?

Same as credit freeze application, you can apply at any Selected CRA under Credit Data Smart for credit unfreeze.

How long does it take for the credit unfreeze to take effect?

Once the application is successful, the unfreeze will first be effective at the Selected CRA processing the application. The application result will then be sent to other Selected CRAs under Credit Data Smart for further processing. This means the unfreeze may not be effective across three Selected CRAs at the same time. It will take around one working day for credit unfreeze to take effect simultaneously at Selected CRAs and align the credit unfreeze status for customer. If you have any questions, please contact the Selected CRA(s).

Will the credit freeze application be recorded in my credit report?

There will be no record of credit freeze and unfreeze application in your report.

Can credit providers continue to view my credit report after credit freeze is activated?

Credit freeze will restrict all credit providers under Credit Data Smart from accessing your credit report for new credit application approval. However, these credit providers can continue to access your credit report for account review, credit limit adjustments, account upgrades or debt collection and etc.

Can I still access my credit report after my credit freeze is activated?

Yes, credit freeze will not affect your access to your credit report.

Do I need to unfreeze my credit if I need to apply for new credit during the freeze period?

Before applying for credit or authorizing someone to access your credit report, you should unfreeze your credit through any Selected CRA under Credit Data Smart. Please be aware of the time required for credit unfreeze.

After credit freeze takes effect, will a bank reject my application for temporary credit limit increase due to credit freeze? Do I need to notify a Selected CRA to unfreeze my credit?

Credit freeze is only applicable to new credit applications. It will not impact any applications to increase credit limits for existing accounts (including credit cards). Therefore, you do not need to unfreeze your credit with the Selected CRAs.

After credit freeze takes effect, will a credit provider automatically stop processing credit applications made previously? Will they reject my future credit applications because of the credit freeze?

Credit providers will not automatically stop processing credit applications made before the credit freeze is requested. However, during the freeze period, credit providers will not be able to access your credit report for credit assessments, which could affect the processing time of your credit applications, and credit providers may reject/decline credit applications.

To avoid delays in processing future credit applications, you can unfreeze your credit through any Selected CRA under Credit Data Smart. Please be aware of the time required for credit unfreeze.

To whom should I submit comments/complaints about credit freeze?

Should you have any comments or complaints about credit freeze, please feel free to contact our hotline at 2577 1816 during office hours or email us at hkcontact@transunion.com.

What should I do if I find that credit freeze is activated for me by someone else?

If you encounter the above situation, please reach out to the relevant Selected CRA at your earliest convenience.

If you suspect your identity has been stolen, you may consider reporting suspected identity theft to the police.

If you’re in urgent need of credit, please reach out to the relevant Selected CRA for credit unfreeze at your earliest convenience.

Is there a way I can check my credit freeze status?

It is suggested to contact the Selected CRA processing the credit freeze application to enquire about your credit freeze status.

What should I do if I find suspicious accounts or credit applications in my credit report?

If you find suspicious accounts or credit applications in your credit report, please promptly contact the relevant credit provider(s) to better understand the situation. Also, please apply for credit freeze with any of the Selected CRAs and file a report with the police.