FAQs

Registration and Login

1. How can I register for the App?

   
2. I have received an enrolment PIN by post for the App registration previously. What do I use it for?

   Please note that we have simplified the registration process by replacing the enrolment PIN with a one-time password (OTP). The enrolment PIN is therefore no longer required for registration.

3. Why do I need to enter a one-time password (OTP) during registration?

   As an added authentication security measure and protection for your privacy, an OTP will be sent via SMS to Member’s primary mobile phone number registered with the Club during registration for the App.

4. I have entered my Membership number but cannot proceed to the next page during registration. What should I do?

   Please check that you have entered your correct Membership account number (digits only without the hyphen) and selected the correct card type from the drop-down menu. If necessary, please refer to your Membership account number and card type (e.g. 01 for Principal Cardholder) printed on your Membership card.

5. I am using an Android phone. How can I choose my birth year and date more quickly?

   To quickly input your date of birth on an Android phone, please either:

   • Directly input your date of birth in the format of (YYYYMMDD)

   OR

   • Tap the Date Picker field to open a calendar view with the current date. Then, tap the year on the top left corner, e.g. 2020, to view and select from the list of years. Scroll to choose your birth year, then the calendar will be switched to the selected year, from which you can choose the month and date. You may refer to the video below for help in using the Date Picker field:
6. I have entered all my personal information correctly, but cannot proceed to the next page during registration. What should I do?

   Below are some possible scenarios and solutions that may help:

   • The input of identification document information does not match our Membership record
     • For example, a Member provided his / her passport and passport number as the identification document information during Membership application. Hence, the attempt to register the App using his / her HKID card information will not work.
     • Please use the same identification document information as in our Membership record or update the related information in our Membership record and complete the App registration accordingly.
   • The input of the verification code (CAPTCHA) is incorrect
     • The verification code has only a 3-minute validity and entry will be rejected after the time limit.
     • After an incorrect input, the verification code will also become expired and invalid.
     • Please tap “Refresh Image” to generate a new image and input the new verification code instead.
   • The one-time password (OTP) cannot be sent to you as you have not registered or updated a primary phone number with the Club
     • Please register or update by submitting a signed “Update of Contact Information and Communications Preferences” form to us. You may download the form here.
   • Your Membership category is currently not supported by the App
     • The App will be released to more Membership categories as more related features become available later. Please stay tuned.

   For other issues and assistance, please contact our technical support at 3690 3680.

7. I have entered my Betting Account Number but cannot proceed to the next page during registration. What should I do?

   Please input your existing login name if you would like to register with an existing betting account login.

8. Why do I need to provide an email during registration?

   Securing our Members’ privacy is a top priority of the Club. The purpose of collecting your email is for user protection and verification purpose. During password recovery, your email will be used to receive the new password. For further information on password recovery, please refer to Q15.

9. I did not receive an SMS with a one-time password (OTP) to verify my phone number. What should I do?

   You can request a new SMS by tapping “Resend OTP”. If you still cannot receive the OTP, please contact our technical support at 3690 3680 for assistance.

10. How can different cardholders under the same Membership account register for different Members’ Mobile App logins?

    During registration, each cardholder should input his / her Membership account number with the card type (e.g. 01 for Principal Cardholder and 11 / 12 / 13 for Spouse Cardholder), date of birth and identification document information. Then, a one-time password (OTP) would be sent to his / her primary mobile phone number via SMS, enter the OTP to complete the registration.

11. What is the necessary requirement for login name set up?

    Your login name must be between 8 and 15 characters and contain both letter(s) and number(s).

12. What is the necessary requirement for password set up?

    Your password must be between 6 and 8 characters, contain letter(s) and number(s), and be different from your login name. Please also note that the password is case sensitive and there is no weak password detection / restriction on password creation.

13. I forgot my login name. What should I do?

    You can recover your login name through the App in a few simple steps:

    1. Tap “Forgot login name” at the bottom left corner of the “Login” page
    2. Enter the required information, including: your Membership Number, Date of Birth, Identification Document Type and Identification Document No., and then tap “Continue”
    3. You should receive a one-time password (OTP) on your registered mobile phone number
    4. Enter the OTP received and then tap “Continue”
    5. Your login name will be shown
14. How can I change my password?

    
15. I forgot my password. What should I do?

    
16. I forgot the answer to my recovery question. What should I do?

    Please call our technical support at 3690 3680 or visit the Clubhouse Concierge for assistance.

17. I forgot all my login details. What should I do?

    First, please refer to Q13 to retrieve your login name. Then retrieve your password by following Q15.

    If you are using the Members’ Mobile App Only Login and have also forgotten the recovery question, please call our technical support at 3690 3680 or visit the Clubhouses Concierge for assistance.

    If you are using Betting Account Login and have also forgotten your Betting Account Security Code, please call 1817 or visit one of our Off-course Betting Branches for assistance.

18. I did not receive the one-time password (OTP) on my mobile phone during the Touch ID / Face ID login registration. What should I do?

    You should receive an OTP via SMS within about 60 seconds. If you do not receive the OTP, please tap “Resend OTP”. If you still cannot receive the OTP, please call our technical support at 3690 3680 for assistance.

19. Can I download the App to multiple devices using the same login details and password?

    You can download the App to multiple mobile devices using the same set of login details. You can also activate the biometric login on multiple mobile devices with the one-time password (OTP) received via the mobile phone number registered to receive the OTP. Biometric login will then be available on multiple devices.

20. Can I log in to multiple devices using the same login name at the same time?

    You can log in to the Members’ Mobile App on multiple mobile devices concurrently.

21. Why can I only change my password on the “Login” page?

    Due to security concerns, you are required to log out from the App first in order to change your password.

22. How can I activate biometric authentication for a different account on the same device?

    You can only activate biometric authentication for one account on the same device. To switch the biometric authentication from one account to another, please follow the steps below:

    Disable biometric authentication for the existing account:

    1. Tap “Me” on the bottom right corner of the homepage
    2. Tap “App Settings”
    3. Toggle off “Activate Fingerprint / Face ID Authentication”

    Enable biometric authentication for another account:

    4. Log in to the App with another login and password
    5. Follow steps 1 and 2 again
    6. Toggle on “Activate Fingerprint / Face ID Authentication”
23. Can I log in to the Members’ Mobile App if I no longer participate in the Concession Scheme(s)?

    You can still log in to the App but with limited usage rights to certain functions, depending on the privileges of your Membership category.

24. Can I deregister my Members’ Mobile App login account?

    You can contact our technical support at 3690 3680 for assistance. Alternatively, please send your enquiry / feedback to membership@hkjc.org.hk.

    You may also submit your enquiry / feedback to us via the “Write To Us” function on the Members’ Mobile App.

Table Reservation

25. Where can I see my table reservations? What if they were not made on the App?

    You may find your reservations made via the App or through other channels under the “My Reservation” page, which can be accessed by tapping the “My Reservation” icon at the top of the homepage or via the “Things To Do” tab at the bottom of the homepage.

26. Which restaurants can be reserved via the App? How do I book those not available for reservation via the App?

    Restaurants that can be reserved via the App are indicated with a “Reservations Available” label near the restaurant’s name. For one without this label, please contact that restaurant for more information.

27. How can I cancel/amend my table reservation on the App?

    You may ask to cancel your reservation or place on the waiting list via the App, regardless of how the reservation was made. Simply:

    1. Go to “My Reservation” and locate your reservation record
    2. Tap to view the details
    3. Tap the "Cancel Reservation" or "Cancel Waitlist" button

    Cancellations are processed in real time and the reservation record will be removed from the App.

28. How far in advance can I cancel/amend my table reservation on the App?

    Cancellations or amendment requested via the App must be made at least 24 hours before the reserved time.

    If cancellation or amendment are requested on the App less than 24 hours of the reserved time, please contact the respective restaurant directly to cancel the reservation.

    The cancellation or amendment are processed in real time and the reservation record will be updated in My Reservation.

29. How long will it take to cancel my table reservation if I submit my request on the App after the restaurant has closed?

    Cancellations requested on the App are processed in real time and are not limited by the restaurants’ operating hours.

30. Can I amend my table reservation on the App?

    You may amend your reservation record via App by tapping the "Amend" button next to the reservation details. The following reservation details are allowed to amend:

    1. Restaurant
    2. No. of person(s)
    3. Arrival time
31. Can I make another table reservation at the same restaurant for the same meal period immediately after submitting a request for table reservation cancellation?

    Yes, it is because cancellations are processed in real time. Reservations at the same restaurant for the same meal period can be made after the cancellation.

32. When I tap the “Confirm” button to make a table reservation, it shows an alert message “Reservations cannot be made for this venue with your Membership account. Please select another venue.”. What does that mean?

    It means that you are not eligible to reserve a table on the selected date and time at the chosen restaurant, based on the privileges of your Membership category.

33. I have picked a restaurant and selected a date on the Table Reservation page, but then it shows an alert message instead of the list of available timeslots. What does that mean?

    It means that the restaurant and date you have selected are not available for reservation via the app:

    • Message 1: Fully Booked
      • The restaurant you have picked is fully booked during the selected dining period.
    • Message 2: In-app Reservation Not Available - In-app reservation is not available during a race meeting.
      • The restaurant you have picked is under a race meeting. Please contact the designated Hotline service directly for further assistance.
    • Message 3: In-app Reservation Not Available - The selected time slot is not available for in-app reservation.
      • The restaurant you have picked may have a special operating arrangement for the selected dining period. Please contact the restaurant directly for further assistance.
    • Message 4: Non-Operating Hours
      • The restaurant you have picked only accepts walk-in customers or is closed on the selected day.
    • Message 5: Temporary Unavailable.
      • The restaurant you have picked may be closed for a number of reasons, including renovation, private events or ad-hoc restaurant closures due to government enforced dining restrictions from COVID-19 or other ad-hoc operational changes.

34. Can I make same-day table reservations via the App?

    Table reservations via the App can be made up to one hour in advance of the requested meal period.

35. Why are dates with no table availability still shown on the calendar for selection?

    As there could be a cancellation at any time, showing all dates will allow for the possibility to capture those tables just released.

36. Can I reserve more than one table via the App?

    Each eligible Cardholder* under the same Membership account may reserve only one table or one private room per meal period; other eligible Cardholders (if any) under the same Membership account cannot reserve additional tables at the same restaurant during the same meal period. For details, please visit the “Reservation Policy for Restaurants and Bars”.

    *Full Member or Spouse Supplementary Cardholder

37. When I try to reserve a second table at the same restaurant during the same meal period, it shows an alert message. What should I do?

    Because of space limitations mandated by current Government dining restrictions, second tables may not be available in the same time period. Please contact the relevant restaurant directly to check the latest situation.

38. Will I receive any confirmation email or SMS after making a reservation?

    Upon successful reservation or amendment, a confirmation page will be shown. It is similar to making reservations via other channels, you will receive a notification via SMS / email as per communications preference you previously provided. A confirmation will also be sent to your "Inbox" in the Member's Mobile App. You may also view your reservations on the “My Reservation” page on the App.

40. Can I use the App to reserve a table on behalf of my spouse?

    Principal cardholders can use their spouse’s account to make table reservations by simply switching to the spouse account on the reservation page before making a reservation, In this case, the reservation confirmations will be sent to their spouse. Principal cardholders can view all supplementary cardholders' reservations, while spouse cardholders can only view their own reservations.

41. Can I make a table reservation one month in advance via the App?

    You can make a regular table reservation one month in advance via the App. The earliest you may make a reservation via the App is 9:00am on the same day one month earlier than the day you wish to book. Please note that if you are on the “Calendar View” page 30 days in advance after 9:00am and the date is still unavailable to select, you may need to refresh the page by closing the “Calendar View” page and returning to the previous Table Reservation page and then tapping the “Other Dates” button again.

42. Why does the number of covers change automatically when I change the reservation date?

    Restaurant operations are required to comply with the Government’s Catering Operations Requirements under COVID-19 regarding the number of covers permitted for each venue. The total number of covers may be changed from time to time to reflect the venue’s operation mode at that time.

43. Why would I see my walk-in records in “My Reservation”?

    The walk-in records appear there for reference only, and will be removed once the whole dining period is ended.

44. How will I know if I’ve moved from the waiting list to a confirmed reservation? What if I already have a confirmed reservation?

    You can check your reservation record in “My Reservation”. Our staff will call you if a table becomes available. If you have a confirmed reservation, please kindly share the priority of your choices to our staff.

46. How far in advance can I cancel my waiting list reservation on the App?

    There is no cancellation cutoff time for waiting list reservations; you can cancel at any time.

46. What restaurants can I choose for amendment?

    Restaurants allowing bookings on the Member’s Mobile App can also be chosen.

46. How will my Special Request be handled if I amended outlet?

    The Special Request will be fulfilled based on the operation of the restaurants. Please contact our staff if you need any assistance.

Table Availability

47. Why I cannot reserve a table successfully, even if it shows there is a table free after availability checking?

    There is sometimes a slight delay in the Availability Information being updated. If the information on the App deviates from the reservation confirmation, the latter shall prevail.

48. What is Table Availability?

    This function gives members an overview of tables available at dining outlets booked via the app by the particular date and meal period.

49. How often the table availability will be updated?

    The table availability will be updated every 1 mins. You can press the Refresh button periodically to retrieve the latest result when using this feature.

Raceday Table Reservation

50. When can I start reserving tables for upcoming racedays on the App? How far in advance can I cancel my table reservations on the App?

    Please refer to the Raceday Booking Schedule in the Members' Facilities Directory for the reservation start date and time.

51. Can I make same-day raceday table reservations via the App?

    Yes, Members can reserve same-day raceday table up to 5pm for day races and 10pm for night races (subject to change according to racetime changes)

52. Can I make a reservation for a private room on the App?

    The App does not support reservations for private rooms. Please refer to the Members' Facilities Directory for private room reservations.

53. Why are some table white on the App floorplan?

    It is because the table size cannot accommodate your selected number of person(s).

54. What is the minimum charge for a table?

    Please refer to the Members' Facilities Directory or contact the Members Services Hotline at 1814(Members) / 1815 (Owners) / 1816 (Voting Members) during office hours.

55. If I am a Syndicate Owner under multiple Syndicate Accounts, can I choose the preferred account to make a reservation for a raceday?

    You may choose your preferred Syndicate Account when you make the reservation. If the quota of your Sydicate has reached its limit, you may use another Syndicate Account instead.

56. Can I amend my raceday table reservation on the App?

    You may amend your reservation record via App by tapping the "Amend" button next to the reservation details. The following reservation details are allowed to amend:

    1. Restaurant
    2. No. of person(s)
    3. Table number
57. Can I make waiting list reservation on the App? How many waiting list reservation can I make per raceday?

    Yes, as long as the selected login account has a confirmed reservation on the selected raceday. Members can make waiting list reservation for the same raceday. Each member account can apply at most 2 waiting list per raceday.

58. How can I know whether I will be offered a confirmed reservation from the waiting list?

    When a table becomes available, our Hotline Services Assistant will call you to confirm the table arrangement.

59. Why can’t I cancel/amend my raceday reservation on the App?

    Due to business terms and conditions, not all raceday reservations can be cancelled/amended directly via the App.

60. How long will it take to cancel my raceday table reservation if I submit my request on the App?

    Cancellations requested on the App are processed in real time (before the cancellation cut-off). If the cancellation cut-off has passed, Members should call the Members Services Hotline at 1814 (Members) / 1815 (Owners) / 1816 (Voting Members) during office hours.

61. Can Members reserve the STRC free coach when making a table reservation on the App?

    Booking the Sha Tin Racecourse free coach is not supported on the App. Members can call the Members Services Hotline at 1814 during office hours.

62. Can Members reserve a carpark label?

    Yes, Members can reserve a carpark label while making a raceday table reservation. This is subject to the Membership category, selected outlet, table, and carpark label entitlement of that reservation.

63. Can I make a waiting list reservation for parking on App?

    Yes, Members can make a waiting list reservation for parking during reservation process or via "My Reservation". This is subject to the membership category, selected outlet, table and carpark label entitlement of that reservation.

66. How can I check my cancelled reservation on the App?

    If you wish to check your cancelled reservation, please contact the Members Services Hotline at 1814 (Members)/1815 (Owners)/1816 (Voting Members) during office hours.

67. If I want to enquire about my reservation, whom can I contact?

    Please call the Members Services Hotline at the following numbers during office hours:

    • Members: 1814
    • Owners: 1815
    • Voting Members: 1816
68. Where can I see my table reservations? What if they were not made on the App?

    You may find your reservations made via the App or through other channels under the “My Reservations” page, which can be accessed by tapping the “My Reservations” icon at the top of the homepage or via the “Things To Do” and "Me" tabs at the bottom of the homepage.

69. How can I check Starters information on the App?

    If you wish to check Starters information, please contact the Members Services Hotline at 1814 (Members)/1815 (Owners)/1816 (Voting Members) during office hours.

70. If I want to enquire about the App, whom can I contact?

    Please call our technical support at 3690 3680 for assistance.

Raceday Table Availability

71. Why I cannot reserve a table successfully, even if it shows there is a table free after availability checking?

    There is sometimes a slight delay in the Availability Information being updated. If the information on the App deviates from the reservation confirmation, the latter shall prevail.

71. What is RacedayTable Availability?

    This function gives members an overview of tables available at different outlets for upcoming racedays.

71. How often the table availability will be updated?

    The table availability will be updated every 1 mins. You can press the Refresh button periodically to retrieve the latest result when using this feature

Raceday Attendance

71. Where can I check in?

    You can check in once there is a “Table Check In” QR code placed on your table.

72. When can I start to check in?

    You can check in after you have entered the Racecourses or Sha Tin Clubhouse.

73. How can I check in?

    You can tap "Raceday Attendance" under "Me" or "Things to Do", then tap the "Check in" button after the system directs you to the "Attendance Overview" page and scan the “Table Check in” QR code placed within the table stand.

74. Why can’t I see the "Check in" button on the homepage?

    Please check if location service are turned on and if your current location is at the Happy Valley or Sha Tin Racecourse or Sha Tin Clubhouse.

75. Why am I seeing the message "Please allow the app to access your location"?

    Please make sure location access is allowed on your device. The App must use your device’s location as part of the check-in validation criteria. You can tap the App logo in device setting first, then select “Allow location access”.

76. Why am I seeing the message "Please allow the app to access your camera"?

    Please make sure camera access is allowed so that the App can scan the “Table Check In” QR code to complete check-in. You can tap the App logo in device setting first, then select “Allow camera access”.

77. Can I check in without any raceday table reservation?

    Yes, you can check in even if you don't have any raceday table reservation.

78. Can I check in more than once?

    No, you cannot check in outside the Racecourses or Sha Tin Clubhouse. The system has to verify your location to record your entry.

79. Can I check in when I'm not at the Racecourses or Sha Tin Clubhouse?

    No, you cannot check in outside the Racecourses or Sha Tin Clubhouse. The system has to verify your location to record your entry.

80. Where can I check my attendance record?

    You can tap "Raceday Attendance" under “Me", then tap "View your attendance record" and select the Raceday to check your attendance record.

81. When can I check my attendance record?

    You can check your attendance record once you have completed check-in.

82. Can I check my attendance record anytime?

    Yes, you can check your attendance record anytime.

83. Why is the check-in button dimmed?

    Please note that you can only check in during race meetings. The check-in button is dimmed on non-racedays.

84. Which racedays can I attend to unlock a specific badge?

    You can check from the detail page of that specific badge. The related racedays are all listed under "Upcoming" and "Past" sections.

85. How many racedays do I need to attend to unlock the badges?

    Each badge has different criteria. Please refer to the detail page of each badge to see how many racedays you need to attend to unlock the badge or to achieve a higher status.

86. Will there be any reward after check-in?

    You can unlock different badges on the App.

87. Can I check my seasonal table entitlement via the App?

    No, the App will only display your attendance record.

88. I forgot to check in, can I check in for a past raceday via the App?

    No, you cannot check in for a past raceday via the App. Please contact our staff for assistance.

89. Do I still need to sign the Yellow Card?

    If you have already checked in via the App, it is optional to sign the Yellow Card. Table check in using the Members’ Mobile App will be mandatory starting on the 23/24 season.

Facility Reservation

90. Are all facilities available to be reserved via the App?

    No, those facilities that can be reserved via the App are indicated with a "Reservations Available" label near the facility name. For those facilities without the label, please contact the respective facility directly to reserve your activity.

91. Where can I see my facility reservations? What if they were not made on the App?

    You may find all your reservations made via the App or through other channels under the "My Reservation" page, which can be accessed by tapping the "My Reservation" icon at the top of the home page or via the "Things To Do" tab at the bottom of the home page.

92. How can I cancel my facility reservation on the App?

    You may request to cancel your reservation via the App, regardless of how the reservation was made. Simply:

    1. Navigate to "My Reservation" and locate your facility reservation record
    2. Tap to view the details
    3. Tap the "Cancel Reservation" button

    Cancellations are processed in real time and the reservation record will be removed from the App.

93. How far in advance can I cancel my facility reservation on the App?

    Cancellations requested via the App must be made at least 24 hours before the reserved time.

    If cancellations are requested on the App less than 24 hours of the reserved time, please contact the respective facility directly to cancel the reservation.

    In both cases, cancellations are processed in real time and the reservation record will be removed from the App.

94. Can I amend my facility reservation on the App?

    Amendment of facility reservations is currently not supported on the App. Kindly contact the respective facility directly if you wish to amend your facility reservation.

95. When I tap the “Confirm” button to make a facility reservation, it shows an alert message “Reservation cannot be made with your Membership account. Please try another time slot or a different location.”. What does that mean?

    It means that based on the privileges of your Membership category, you are not eligible to reserve this activity on the selected date and time at the chosen facility.

96. Can I make same-day facility reservations via the App?

    Facility reservations via the App can only be made at least one day in advance. To make same-day facility reservations, please contact the facility directly.

97. Will I receive any confirmation email or SMS after making a reservation?

    Upon successful reservation, a confirmation page will be shown. It is similar to making reservations via other channels, you will receive a notification via SMS / email as per communications preference you previously provided. You may also view your reservations on the "My Reservation" page on the App.

98. How many days in advance I can make a facility reservation via the App?

    You can make a facility reservation up to 10 days in advance via the App. The earliest you may make a reservation via the App is 1:00pm 10 days earlier than the day you wish to book. You may need to refresh the page if you are using the app in the period before and after 1:00pm to show the latest booking slots available. You can do this by tapping the back button, returning to the previous Facility Reservation page, then tapping the facility / activity button again.

99. Can I use the App to reserve a facility on behalf of my spouse?

    Principal cardholders can use their spouse’s account to make facility reservations by simply switching to the spouse account on the reservation page before making a reservation, In this case the reservation confirmations will be sent to their spouse. Principal cardholders can view all supplementary cardholders' reservations, while spouse cardholders can only view their own reservations.

100. If I am a Golf Simulator subscriber, do I need to pay the rental fee?

     Golf Simulator subscribers are exempted from rental charges for the Golf Simulator.

Coupons & Stamp Cards

101. I have already redeemed my digital coupon. Why does it still appear on the App?

     Redeemed digital coupons will be marked with a “Used” label and will be removed from the “Coupons” page after the expiry date.

102. Can I redeem a digital coupon issued to my spouse?

     Digital coupons may be redeemed under the following scenarios:

     • Digital coupon issued to an individual cardholder
       • Principal cardholders can view all supplementary cardholders’ digital coupons but cannot redeem on behalf of them. Spouse cardholders can only view and redeem their own digital coupons.
     • Digital coupon issued to a family, including principal cardholder and spouse cardholder
       • Principal cardholders and spouse cardholders can view and redeem coupons issued to a family.

     The eligibility for redeeming a coupon can be found in each digital coupon’s Terms & Conditions, which can be accessed on the App as follows:

     1. Tap the “Coupons/Stamp Cards” icon on the homepage
     2. Tap the “Coupons”
     3. Tap the desired digital coupon
     4. Tap “Terms & Conditions”
103. Why can’t I see my paper coupons on the App?

     The App will only show digital coupons. As the format of coupons is not interchangeable, paper coupons cannot be shown on the App.

104. I have an F&B digital coupon on the App. Can I redeem it at any restaurants in any Clubhouses?

     All digital coupons should be redeemed according to the relevant Terms & Conditions. To review the designated restaurants for redemption of your F&B digital coupon, please follow these steps:

     1. Tap the “Coupons/Stamp Cards” icon on the homepage
     2. Tap the “Coupons”
     3. Tap the desired digital coupon
     4. Tap “Applicable Venue”
105. How can I get the rewards by collecting stamps?

     When Members collect enough stamps, a digital coupon for the reward will be issued immediately and will appear on the “Coupons” page.

     The details of stamp card rewards can be found on each individual stamp card. The rewards will be given to Members in the form of digital coupons which will appear on the “Coupons” page.

106. Can I collect the stamps for my spouse?

     Each stamp card will be issued to an individual cardholder. Principal cardholders can view all supplementary cardholders’ stamp cards but cannot collect the stamps on behalf of them. Spouse cardholders can only view and collect their own stamps. The eligibility requirements for collecting stamps can be found in each stamp card’s Terms & Conditions, which can be accessed on the App as follows:

     1. Tap the “Coupons/Stamp Cards” icon on the homepage
     2. Go to the “Stamp Cards” listing page
     3. Tap the desired stamp card
     4. Tap “Terms & Conditions”

Smart Card / Wristband

107. What is the maximum amount that can be topped up to a smart card / smart wristband via the App?

     The maximum value that each smart card / smart wristband can carry is HK$5,000. Hence, the total of Amount Spent, Remaining Balance and Top Up Value cannot exceed HK$5,000. Otherwise, an error message will be shown.

108. Once I have topped up my smart card / smart wristband via the App, will the amount be applied immediately? Can I change / cancel my top-up via the App?

     Once you submit a top-up request, the amount will be applied with immediate effect. For any changes or cancellations, please contact the reception of the respective restaurant or leisure facility directly.

Parking

109. Why are only Clubhouse car parking spaces shown?

     The Parking Availability function currently covers only Clubhouses’ car parking spaces.

     Due to the complex usage rights during race meetings, Jockey Club Headquarters’ and Racecourses’ parking availability will be made available in a future release.

110. How often will the parking availability be updated?

     The parking availability will be refreshed every minute. You can press the “Refresh” button periodically to retrieve the latest availability when using this feature.

Forms

111. I cannot find the form I want on the App. Where can I get it?

     You may go to the “Services” page and then tap “Forms”. If you still cannot find it, you can use the “Write To Us” function on the App or call our technical support at 3690 3680 for assistance.

112. How do I submit a form online?

     Once you select an online form on the “Forms” page, you will be redirected to the HKJC members’ website. Please log in to the website using your credentials, fill in the required information and submit the form following the instructions provided.

113. Can all forms be submitted online?

     Currently, only some forms can be filled in and submitted online. Forms that cannot be submitted online can be sent to your email for downloading through the app. Once you have filled in the form, you can return it to us in person, by fax at 2966 7031 or by email at membership@hkjc.org.hk.

114. Where can I find the records of forms I’ve submitted and check their status?

     You can go to “Forms” and tap “Submitted Forms”. You can find the records of submitted forms using the service request number and form submission date as references. You can also check their status there.

115. I could see my submitted forms before, but they are not there anymore. Why?

     The submitted forms will be kept on the App for one month after completion or cancellation. Thereafter, those records will be deleted.

116. How do I modify or cancel a form that I've already submitted?

     You can submit an amendment or cancellation request if the form status is "Processing". Once you click the "Amendment/Cancellation Request" button on the "Submitted Form Details" page, you will be redirected to the HKJC Membership's website. Please log in using your credentials and fill out the amendment or cancellation request form, including the details of the requested changes.

117. Why has the status of my form been changed to "Follow Up Action Required"? What action is required from me as a result of this status update?

     If the form status is changed to "Follow Up Action Required," you will need to re-upload supplementary document(s) to support your request. Please go to the "Submitted Form Details" page and review the comment provided in the "Follow Up Action" section. This will specify what documents need to be re-uploaded.

     To do so, click the "Upload Document" button on the "Submitted Form Details" page. You will then be redirected to the HKJC Membership's website login page. Once logged in using your credentials, please re-upload the required supplementary document(s). This will complete the follow-up action needed as a result of the status change.

App Settings and Others

117. What are the functions of “Me”?

     “Me” gives you easy access to all of your inbox, app setting, coupons/stamp cards and important notices. It also allows you to set up “My Interest”. You can also edit your contact information and log out of the App here.

118. How can I update my contact information in the App?

     To update your contact information in the App, simply follow these steps:

     1. Tap the "Me" icon in the bottom right corner of the homepage.
     2. Choose "Contact Information."
     3. Choose to edit your mobile phone, email, residential information, or business information.
     4. Enter your password and tap "Next."
     5. Input the one-time password (OTP) that will be sent to you or use your biometric credentials for authentication, if enabled.
     6. Update and submit your new contact information.
     7. If you update your mobile phone or email, an OTP will be sent to the new contact method for verification.
119. I recently updated my residential and business information via the app. However, the changes do not seem to be reflected immediately in the "Contact Information" section. Why is there a delay in updating this information?

     Updates to residential and business information normally take 7 working days to process from the date of the request submission. You will receive a confirmation notification once your updates have been fully completed in the system.

120. Why do I need to authenticate my account again when updating my contact information?

     Protecting the security of your account is our top priority. When updating your contact information, you are again required to input a login password and one-time password (OTP) or authenticate your Fingerprint/Face ID before your high-level security session begins.

     Please note that each high-level security session lasts 30 minutes. Within the 30-minute session, no further authentication is required.

122. How can I change the display language on the App?

     To change the display language on the App, simply:

     1. Tap the “Me” icon on the bottom right corner of the homepage
     2. Choose “App Settings”
     3. Choose your preferred language
123. How do I enable or disable Touch ID / Fingerprint / Face ID?

     To enable or disable biometric authentication, simply:

     1. Tap the “Me” icon on the bottom right corner of the homepage
     2. Choose “App Settings”
     3. Choose to enable or disable Touch ID / Fingerprint / Face ID
     4. Enter your password and then tap “Next”
     5. A one-time password (OTP) will be sent to you to input and confirm the activation or deactivation of the biometric login
124. Where will my Fingerprint / Face ID be stored?

     Your biometric profile(s) will be stored and managed locally on your device only. This information will not be transmitted to the Club.

125. May I enable biometric authentication on my Android phone?

     The Android version of the Members’ Mobile App only supports Fingerprint for biometric authentication. Facial Recognition and other biometric authentication mechanisms for Android phones are not supported. If your Android phone supports both Fingerprint and Facial Recognition, you can turn on the Fingerprint and enable biometric authentication on the Members’ Mobile App.

126. How can I receive the push notifications on my device?

     To receive push notification, simply:

     1. Turn on notification function in the “Settings” of your device
     2. Enable the push notification function on the Members’ Mobile App, choose “App Settings” from the “Me” page and toggle on “Allow Notifications”
     3. If you are an Android user, please ensure that Google Play Services is supported on your device to receive the push notifications.
127. Where can I find the push notifications that I’ve received?

     If you have not responded to the push notifications, you can view and manage them in the “Notification Centre” of your device.

128. I no longer want to receive the push notifications. How can I disable them?

     To disable the push notification function, please follow the steps below:

     1. Tap “Me” on the bottom right corner of the home page
     2. Choose “App Settings”
     3. Toggle off “Allow Notifications”
129. If I log in to multiple devices, will I receive the push notifications on all my devices?

     Yes, as long as you have enabled the push notification function for all devices on the “App Settings” page.

130. Why does the App sometimes log out automatically?

     For security reasons, if there is no activity of the App for 7 days, the App will log out automatically.

131. What are the minimum system requirements for the Members’ Mobile App?

     The minimum OS versions required are iOS 12+ for Apple devices and AOS 8.1+ for Android devices.

132. I am using an Android mobile phone without Google Play. How can I download the App?

     You can download and install our App in APK format following the steps below:

     1. Go to the App download page
     2. Tap “Terms and Conditions” to read the terms and conditions. Go back to the page and tap “download the installation file (.apk)” to start downloading the file
     3. Please ensure your device allows installation from “Unknown Sources” (You can check the default setting of “Unknown Sources” from “Settings”)
     4. Once the download is completed, follow the instructions to install the App
     5. Once installed, you may open and use the App
133. If I need support in using the Members’ Mobile App, or if I have any enquiry or feedback about the App, what should I do?

     You can contact our technical support at 3690 3680 for assistance. Alternatively, please send your enquiry / feedback to membership@hkjc.org.hk.

     You may also submit your enquiry / feedback to us via the “Write To Us” function on the Members’ Mobile App.

135. How to update "My Interests"?

     You can update your interests under "Me".

136. What can I do if I can't read the information in app because the text size is too small?

     You can choose different text sizes to fit your needs under App Settings.

137. Why can't I see some clubhouse or outlet on the app?

     Only if you are eligible for a certain outlet or clubhouse will you be able to view the corresponding information and make a reservation.

138. Why should I fill in the feedback?

     Your feedback is valuable for us to make improvements on future products and services.

139. How can I edit quick link icons on the homepage?

     App version 1.6.000 or later:

     To edit quick link icons, simply:

     1. Tap "More" upon scrolling left to the end of quick links at the homepage
     2. Tap "+" or "-" to add/remove quick link icons
     3. Drag up/down to reorder quick link icons
140. How many quick link icons can I add?

     App version 1.6.000 or later:

     In addition to the default quick link icons, you can also find other quick link icons under "More quick links" and add them all to the homepage.

141. What can be added to "My Favourites"?

     You may mark restaurants & bars, facilities, programmes or events as favourite items.

142. How can I add or remove items to "My Favourites"?

     You may tap the star icon associated with restaurants & bars, facilities, programmes or events. A toast message will be displayed when an item is successfully added to or removed from "My Favourites".

143. How can I find items marked as favourite?

     There are two ways to enter "My Favourites" to view all your favourite items. Simply:

     1. Tap star icon on the top-right corner of the homepage
     2. Tap "My Favourites" quick link icon on the homepage
144. Will my favourite items be synced across different devices?

     You may view your favourite items on different devices if you have logged into the app using the same account.

145. What is Member’s Digital Identification?

     Member’s Digital Identification is an alternative Member identity proof that can be used when a Member has forgotten to bring their physical Membership Card to check in at Club premises.

146. Can I transfer my Member’s Digital Identification to a guest or guests?

     No, each Member’s Digital Identification can only be used by the Member, and is non-transferable.

147. Why I can’t use Member’s Digital Identification to make payments?

     Member’s Digital Identification is not equivalent to a Membership Card, and doesn’t have a payment function.

148. Can I screen-grab my Member’s Digital Identification and present it to Club staff?

     No, screen captures or video of Member’s Digital Identification will not be accepted by Club staff.

149. Can I substitute the Member’s Digital Identification for my Membership Card?

     The Member’s Digital Identification does not substitute or replace a Membership Card, and may only be used in exceptional circumstances when permitted by the Club as an alternative means of identity proof.

150. How do I register a new family member or apply for additional privileges for an existing family member?

     You can visit "My Family" page, select "APPLY NOW", and fill out the forms under "New Supplementary Cards / Existing Supplementary Cards". Before applying, please review the privileges offered to your family members by visiting here.

151. How can I update my communication preferences in the App?

     To update your communication preferences in the App, please follow these steps:

     1. Tap the "Me" icon in the bottom right corner of the homepage.
     2. Select "Communication Preferences".
     3. Choose your preferred language or select "Opt-in/Opt-out" of service notifications.
152. What will happen if I choose to "Opt-out" of service notifications?

     If you choose to opt-out of service notifications, you will not receive the following types of notifications:

     • E-receipts
     • Restaurant and leisure facility reservation confirmations or amendments
     • Smart card notifications
     • Acknowledgements of service requests (e.g. changes to contact details)
     • Program or class enrolment confirmations
     • Electric vehicle charging reminders

Inbox

1. What does inbox do? What kinds of messages will I receive?

   Inbox is a repository of service notifications.

   Currently, it will show table reservations, facility reservation, Programmes & Events and coupons/stamp cards.

2. Why did some of the messages disappear?

   Only messages dated within one month will be displayed.

Programme & Event

152. What does ‘Subscriber only’ mean while I am enrolling for an event?

     It means you need to subscribe to this particular programme before you can enrol for one of its events. You may go to ‘Programme Subscription’ to complete the subscription process first, then return to ‘Event Enrolment’ to continue enrolling for the event.

153. How do I know if the event is open for enrolment or not?

     All Events that can be enrolled via the App will be indicated with an “Enrolment availability status” label in each event session.

154. Where can I review my programme and event enrolment record?

     You may go to ‘My Reservation’ to review your enrolment record for programmes and events.

155. Can I cancel my registration for an event via ‘My Reservation’?

     You cannot cancel your registration for an event via ‘My Reservation’. To cancel a registration, please click the “Call to cancel” button to contact us.

156. Why am I still on the ‘Waitlist’ after enrolling for the event?

     Some events need further confirmation by HKJC to complete your enrolment. You can check the latest confirmation status through ‘My Reservation’.

157. Will my enrolment status be updated and reflected in the App if I promote from "waitlist" to "confirmed" in an event?

     You may go to ‘My Reservation’ to view all your enrolment confirmation records. Members will also be notified via your preferred communication channel upon successful enrolment. An Enrolment Confirmation will also be sent to your "Inbox" in the Member's Mobile App.

158. Can I help another Member register for a programme or event?

     If you are the principal account holder, you can register for programmes or events for your family members by selecting their Membership account number and filling in their names.

159. What can I use the e-ticket for?

     It will be used for event check-in by scanning the QR code on the event day. You may generate the e-ticket or share the e-ticket with your guest(s) in advance.

160. Will every enrolled event have its own e-ticket for check-in?

     Yes, an e-ticket will be available for each enrolled event.

161. How can I get and share the e-tickets with participants?

     To generate e-tickets for all participants, simply:

     1. Navigate to the “My Reservation” page
     2. Select your enrolled events
     3. Tap "E-Ticket(s)" to view the e-ticket QR codes for all participants
     4. Tap "Share Ticket(s)" upon selecting your preferred e-ticket QR code
     5. Select your preferred sharing channels (e.g., email or other instant messaging App) and share
162. Will all participants, including guest(s), have their own e-tickets?

     All participants, including guest(s), will have their own unique e-ticket for check-in.

163. Is the e-ticket still valid after I cancelled the event registration?

     The ticket will be voided after an event registration cancellation.

164. May I re-use the same e-ticket for other events?

     E-tickets cannot be re-used once used for event check-in or after the event has concluded.

For more enquires about the latest programmes and events, please refer to https://members.hkjc.com/experience/en-US/faq

Gym Class Reservation

165. Are all Gym Classes available for reservation via the App?

     No, only Group Fitness Classes in Happy Valley New Clubhouse and Happy Valley Old Clubhouse will be available for reservation on the App. To reserve other classes, please contact the Gym Staff at the relevant clubhouse directly.

166. Where can I see my Gym Class reservations? What if they were not made on the App?

     You can find all your reservations made either via the App or through other channels under the "My Reservation" page. This can be accessed by tapping the "My Reservation" icon at the top of the home page or via the "Things To Do" tab at the bottom of the home page.

167. How can I cancel my Gym Class reservation on the App?

     You may ask to cancel your reservation via the App, regardless of how the reservation was made. Simply:

     1. Navigate to "My Reservation" and locate your Gym Class reservation record
     2. Tap to view the details
     3. Tap the "Cancel Reservation" button

     Cancellations are processed in real time and the reservation record will be immediately removed from the App

168. How far in advance can I cancel my Gym Class reservation on the App?

     Cancellations requested via the App must be made at least 24 hours before the reserved time.

     If cancellations are needed less than 24 hours before the reserved time, please contact the relevant Gym staff directly to cancel the reservation.

     In both cases, cancellations are processed in real time and the reservation record will be removed from the App.

169. Can I amend my Gym Class reservation on the App?

     Amendment of Gym Class reservations is currently not supported on the App. Kindly contact the relevant Gym staff directly if you wish to amend your Gym Class reservation.

170. When I tap the “Confirm” button to make a Gym Class reservation, it shows an alert message “Reservation cannot be made with your Membership account. Please try another time slot or a different location.” What does this mean?

     It means that based on the privileges of your Membership category, you are not eligible to reserve this class on the selected date and time.

171. Can I make same-day Gym Studio reservations via the App?

     You can make same-day Gym class reservations via the App 30 mins before the class starts. If less than 30mins beforehand, please contact the Gym Staff at the relevant clubhouse directly.

172. Will I receive any confirmation email or SMS after making a reservation?

     Upon successful reservation, a confirmation page will be shown. Just like making reservations via other channels, you will receive a notification via SMS / email if that is the communications preference you previously provided. You may also view your reservations on the "My Reservation" page on the App.

173. How many days in advance can I make a Gym Class reservation via the App?

     The earliest you may make a reservation via the App is from 1:00pm 10 days earlier than the day you wish to book. You may need to refresh the page if you are using the app in the period before and after 1:00pm to show the latest booking slots available. You can do this by tapping the back button, returning to the previous Gym Class Reservation page, then tapping the button again.

174. Can I use the App to reserve a Gym Class on behalf of my spouse?

     Principal cardholders can use their spouse’s account to make Gym Class reservations by simply switching to the spouse account on the reservation page before making a reservation, In this case the reservation confirmations will be sent to their spouse. Principal cardholders can view all supplementary cardholders' reservations, while spouse cardholders can only view their own reservations.

175. If I am a Gym Class subscriber, do I need to pay the fee?

     No charge will be incurred for current subscribers. A single class fee will be charged for non-subscribers and the payment will be processed after the class.

Scan to Order

182. What is “Scan to Order”?

     The “Scan to Order” feature is designed for on-site food ordering via your own smartphone. You can scan the QR code on dining tables or specific locations in HKJC’s restaurants to place your orders, pick up your ordered items at self-service outlets, or wait for your food and beverage to arrive at your table at full-service outlets.

183. How can I place an order via “Scan to Order”?

     You can place an order via “Scan to Order” in simple steps:

     1. Open the HKJC Members’ Mobile App, tap the “Scan to Order” icon and scan the ordering QR code in HKJC’s restaurants
     2. Check the Points to Observe
     3. Select “Place Order”, you will be directed to the ordering website, where you can browse dishes and place your order in a few taps
184. Can my guests order online?

     Yes, simply:

     1. Open the HKJC Members’ App and scan the ordering QR code
     2. Check the Points to Observe
     3. Select “Generate QR Code for Guest”, and then a “Guest Order QR Code” is generated for your guest(s) to order food
     4. Guest(s) open their QR code scanner App in their smartphones, scan the “Guest Order QR Code”, and they will be directed to the ordering website where to place their orders

     Please note that items ordered by your guest(s) will be debited to your membership account.

185. Can I amend my order after submitting it?

     No. Once the order is confirmed, amendments are not allowed.

186. Can I use coupons, JC Dollars or Cash$ to pay the bill?

     If you want to use coupons, JC Dollars or Cash$ to pay the bill, please contact our staff at the Cashier counter to order.

187. Where can I check my receipt?

     Once you’ve placed an order and settled the payment, you can check your e-receipt in your registered email. For self-pick-up and self-service outlets, you can also check the e-receipt in your inbox within the Members’ App once you've confirmed the order.

188. How will I know when my order is ready to pick up?

     When your food is ready, you will receive a push notification from the Members' App to remind you to pick it up. You can also check the notifications in your inbox in the App manually.

189. Why didn’t I receive a notification to pick up my order?

     Please ensure your device supports Apple/Google Play Services and the OS level push notifications setting is turned on.

190. If my device does not support Google Play Services, can I use the service?

     Yes, you can order via the Members’ App and check your order details manually in your inbox in the App.

191. I haven’t received a notification to pick up my order. What should I do?

     Please open the Members’ App, go to your inbox and check your pick-up details.

192. Can I use my phone’s native camera or other apps to scan and order?

     Members who have already installed the Members’ App can use your phone's native camera or other apps to scan the QR code to open the Members’ App and order. If not, please download the Members’ App from the webpage and register to begin your dining journey.

193. How can I order again if the order page has expired?

     When the order page has expired, please open the Members’ App to scan the QR code again and order.

194. The app says “Table is Occupied”/“Check-in Required” when I scan the QR code. What should I do?

     Please scan the QR code again or contact our staff for assistance.

195. If I’ve missed the last order time, can I submit items in my cart that I’ve already selected?

     No. If the last order time has passed, you should not be able to place any items in your cart.

196. If I change to a new table, will my order move too?

     Yes. If the current bill has not yet been settled, the order will be transferred, and you should scan the QR code on the new table to continue ordering.

197. Can I and my guests order at the same time?

     Yes, our system supports multiple order submissions at the same time.

198. Can I check my guests’ orders?

     Yes, you can check your or your guests’ order history online anytime. When you dine in at self-pick-up/self-service outlets, please check the e-receipt in your inbox in the Members’ App. When you dine in at table service/full-service outlets, please check your order history on the order website. If the order website has expired, please scan the QR code again to check the order history.

199. If I miss a pick-up order, can I get a refund?

     No refunds are provided to members who fail to pick up orders that they have already placed and settled.