If Alipay restricts or declines a payment

Alipay's rules, limits and customer-service hours change. Check the app before you pay.

If Alipay stops a payment

• If Alipay asks you to verify your identity, follow the steps in the app. Use your own passport.
• Use a card in your own name. Alipay's terms say you must be the cardholder and use the account only for yourself.
• If your card is declined, contact the bank that issued it. Your bank can set its own payment limits.
• Check the limit shown in the app before you pay. See Fees for the limits.
• A card added to Alipay is for paying shops. It can't send transfers or red packets.

Before you fly

Alipay asks for your passport details before your first card payment. Add your card and do this before you fly.

Get help

For questions about your Alipay account, contact Alipay customer service. English line: +86 571 2688 6000 (from a Chinese number: 0571 2688 6000). Hours: every day, 08:00–24:00 China time.

Visit China is not affiliated with Alipay.