Registration and login FAQs

Yes. You can register for multiple accounts using the same email address.

Although you can register for multiple eRVD Bill Service accounts, we strongly recommend that you hold one account for easy management.

The following are the possible reasons for failing to receive the email activation code:

• You have provided an incorrect email address at registration. Please go to the login page, click “Can’t log in?”, and choose “I can’t receive my account activation code(s)” to request a new activation code and check if the email address provided is correct.
• Your email client may have classified eRVD Bill Service emails as junk mails.  Please check the junk mailbox of your email client. We also suggest that you configure your email client to accept all emails from eRVD Bill Service.

If you encounter situations other than those listed above, please contact our hotline at (852) 2152 0111 for assistance.

The following are the possible reasons for failing to receive the SMS activation code:

• You have not provided your mobile number or you have provided an incorrect mobile number at registration. Please go to the login page, click “Can’t log in?”, choose “I can’t receive my account activation code(s)” to request a new activation code and check if the mobile number provided is correct.
• Sometimes, mobile carrier network may experience heavy traffic and delay SMS delivery. If you have not received the SMS message within 15 minutes after completing registration, please go to the login page, click “Can’t log in?”, and choose “I can’t receive my account activation code(s)” to request a new activation code.

If you encounter situations other than those listed above, please contact our hotline at (852) 2152 0111 for assistance.

You cannot activate the account without your password. You can choose to register for a new account, with a different username. 

Alternatively, you can register with the same username 14 days later. All usernames will be made available again for registration if they are not activated within 14 days.

If your account has already been activated, you can follow the steps below to retrieve your username:

1. On the login page select “Can’t Log in?”.
2. Select “I forgot my username (except for unactivated accounts)” to continue.
3. Prove that you are the account holder by ONE of the following ways:-
   1. providing your registered email;
   2. providing your digital certificate (if you have already attached it to your eRVD Bill Service account); OR
   3. providing your “iAM Smart” account.

If you still encounter other problems in retrieving your username, please contact our hotline at (852) 2152 0111 for assistance.

No. If your account has yet to be activated, we suggest you create a new eRVD Bill Service account.

For security reasons, eRVD Bill Service accounts will be temporarily locked for 24 hours after five cumulative unsuccessful login attempts. You can reset the password to unlock the account during the lock-out period if necessary. Please refer to Q1 above.

If you still have not received the password reset code by email, please check if you have done the following:

• If you have more than one email address, make sure you have checked the email address that you registered with eRVD Bill Service.
• Your email client may have classified eRVD Bill Service emails as junk mails.  Please check the junk mailbox of your email client. We also suggest you configure your email client to accept all emails from eRVD Bill Service.

If you have not received the password reset code by SMS, please check if you have done the following:

• If you have not provided your mobile number before, you will not receive a password reset code by SMS. Please use the password reset code sent to your email address to reset your password.
• If you have updated your mobile phone number but have not verified it, you will not receive a password reset code by SMS through the unverified number. If you have provided a mobile phone number which has been verified, please check that number.
• Your mobile carrier network may experience heavy traffic and delay SMS delivery to your mobile phone. If you still have not received the SMS message within 15 minutes after requesting password reset, please retry to get another password reset code.
• There is a daily quota of SMS messages sent to each mobile number. If the number of SMS messages sent to you exceeds the daily quota, you will not be able to receive a password reset code by SMS. Please wait for the next day to make the request again.

If you still have not received the password reset code by email or SMS, please contact our hotline at (852) 2152 0111 for assistance.

You need to attach your digital certificate to your eRVD Bill Service account first. Please log in to eRVD Bill Service with your username and password, go to My Settings, select My Password Settings, and attach your digital certificate to your account.

If you have entered two verification codes received via your registered email address and your mobile number respectively, you can skip the secret question.

However, if you have not registered a mobile number and cannot answer the Secret Question, you are not able to retrieve your username. In such case, you need to register for a new account.