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FAQs about EPIC e-Form Submission Services

Applicant Registration Issues

Submission Service Issues

Payment Problems

Technical Issues

Applicant Registration Issues

Q1. Do I need to do any pre-registration to use EPIC e-Form Submission Services?

Yes, pre-registration is required for using EPIC e-Form Submission Services. Please go to [New Applicant Registration] on the EPIC e-Form Homepage and register as a new applicant.

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Q2. If I am already a registered applicant, do I have to re-register again for the new EPIC e-Form Submission Services?

No, you can use the new e-Form Submission Services right away, with the same username (email address) and password.

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Q3. I am already a registered applicant, but I cannot remember my username, what should I do?

Your username should be the same as the email address which was used for new applicant registration. An email notification which was sent to your email address after the registration may help you recall.

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Q4. If I have lost or forgotten my password, what should I do?

Please go to [Forget Password] under [Login] on the EPIC e-Form Homepage to reset your password. You will be required to provide your username (email address) to complete the process. An email notification with a new auto-generated password will be sent to your email address.
You may also change the auto-generated password by going to [Change Applicant Account Password] under [Application Enquiry Status] on the EPIC e-Form Homepage.

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Q5. Can I change the username or other applicant details by myself?

You can change your applicant details by going to [Maintain Applicant Account] under [Application Enquiry Status] on the EPIC e-Form Homepage, but you cannot change your username.

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Q6. If I encounter problems when registering as a new applicant, what should I do?

Please contact EPD by the following means:
Telephone enquiry: Please call the EPD Telephone Enquiry Centre from 9:00am to 6:00pm, Monday to Friday at 2838 3111.
Email Enquiry: epd_epic@epd.gov.hk

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Submission Service Issues

Q7. How to start using the EPIC e-Form Submission Services? And what are the steps of submission?

First of all, you have to complete an applicant registration if you do not have an applicant account.

Second, you have to download an English or Chinese blank e-Form (Adobe PDF format) to your computer.

Third, open the e-Form by Adobe Reader / Acrobat and start filling.

Fourth, you may add attachment(s) to the e-Form.

Fifth, perform the form data validation, which may require system logon with your applicant account.

Sixth, perform the digital signing with digital certificate for application form which requires digital signature, or attach image of signature for application form which requires image of signature.

Finally, submit the signed e-Form to EPD. You may have to continue the online payment process using your internet browser if settlement of application fee is required.

For more details, please visit the [Overview of Licence Application Submission] on the EPIC e-Form homepage.

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Q8. At what time can I enter to use the EPIC e-Form Submission Services?

EPIC e-Form Submission Services are available 24 hours per day and 7 days per week.

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Q9. What software do I need in my computer for using the services?

Adobe Reader / Arcobat version 9.2 or above is required. For using online payment services, an internet browser (Microsoft IE / Mozilla Firefox) with additional configuration and plug-ins is required. Please visit [Prerequisite for Using Services] for more details.

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Q10. Do I need to have specific information in order to complete an e-Form submission?

For application form which requires digital signature, you need a valid digital certificate issued by the Hong Kong Post Office or any Certificate Authority recognized by the HKSAR Government. For application form which requires image of signature, you need an image of signature not larger than 100KB with JPG/PNG/GIF/TIFF formats. If you are going to settle payment through Internet PPS, please prepare your PPS account number and password. At present, some credit cards implement "Verify by Visa" or "Master Card Security Code" mechanisms to prevent unauthorized usage of the credit card. For settling payments with these Visa and MasterCard credit cards, you must register the "Verified by Visa" and "Master Card Security Code" service respectively with your card issuing bank. Otherwise you may not be able to complete the transaction.

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Q11. Do I need internet access while filling the e-Form?

Internet access is required if you use the "Pre-fill Personal Data" / "Submit Application" feature which requires system logon. Form data validation in some e-Forms also requires system logon.

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Q12. What kind of files can I attach to the e-Forms?

Acceptable file formats must be complied with the requirements specified in ELECTRONIC TRANSACTION ORDINANCE (Chapter 553), including Plain text(TXT), Microsoft Rich Text Format(RTF), Hypertext Mark Up Language(HTML), Adobe Portable Document Format(PDF), Encapsulated PostScript Files(SPSF), graphics/images (TIFF,PNG,GIF,JPEG,BMP), and Autodesk Drawing Exchange Format(DXF). For more details, please visit [Accpetable File Formats].

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Q13. What kind of digital certificates are required for signing the e-Forms?

Recognized digital certificates for personal use currently available in Hong Kong are issued by the two recognized certification authorities, namely the Hongkong Post Certification Authority and Digi-Sign Certification Services Limited. Please click [Here] for more details.

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Q14. What notifications will I receive after the submission is completed?

You will receive an acknowledge email showing the application details including the application received date, the EPIC Reference No., and the site/premise address. If you proceed the online payment process but cannot complete successfully due to session timeout, cancellation, or rejection, you will receive a payment reminder email for your reference.

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Q15. How can I check the status of my application after finished the submission?

After the submission, you can check your application status by visiting [Inquire Licence Application Status] under [Application Status Enquiry] on the EPIC e-Form Homepage.

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Q16. Do I need to keep the copies of submitted e-Forms locally in my computer?

After the e-Form submission is completed, you can save the filled e-Form in your computer, like any other files. You can also download the e-Forms which you have previously submitted to EPD by going to [Inquire Licence Application Status] under [Application Status Enquiry] on the EPIC e-Form Homepage.

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Q17. Can I change or cancel my applications which have been submitted already?

Yes. You can cancel your applications after submission by going to [Request for withdrawal of an application] under [Application Status Enquiry] on the EPIC e-Form Homepage.

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Q18. What can I do if the e-Form I am currently filling in my computer is outdated?

While you are filling an outdated e-Form, and performing the "Pre-fill Personal Data" or "Submit Application" action which requires system logon, the e-Form version will be validated. You will be prompted to download a converted e-Form of latest version to your PC and it will contain all the form data you have filled in the outdated version.

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Payment Problems

Q19. Is the payment refundable?

Fees paid will not be refunded.

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Q20. What are the payment methods accepted for e-Form Submission Services?

EPIC e-Form Submission Services accept credit cards (Visa/MasterCard/JCB/UnionPay) and PPS payment.
Starting from January 2017, if you submit an electronic form of Construction Noise Permit (END74 & EPD75) and Noise Emission Label (EPD201 & EPD202) which requires image signature, you are able to choose settling application fee at Customer Service Counters.

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Q21. During the online payment process, if I accidentally exit the browser or encounter a session time-out (browser idle or no response), how can I continue the payment process again?

If you proceed the online payment process but cannot complete successfully due to session timeout, cancellation, or rejection, you can wait 15 minutes and then try to continue the payment process, by clicking the [Payment] URL on [Inquire Licence Application Status] list under [Application Status Enquiry] on the EPIC e-Form Homepage, OR by clicking the [Payment] URL within the payment reminder email.

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Q22. What is the time limit for completing the online payment process?

The operation time limit will be 4 minutes (for EGIS Online Payment Services Webpage), 7 minutes (for PPS webpage), and 15 minutes (for Visa/MasterCard/JCB/UnionPay payment webpage).

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Q23. If I choose to settle payment later with ePayment options or settle payment at Customer Service Counters, What is the time limit for completing the payment process?

Starting from January 2017, if you submit an electronic form of Construction Noise Permit (END74 & EPD75) and Noise Emission Label (EPD201 & EPD202) which requires image signature, please proceed with online payment or settle payment at Customer Service Counters within 30 days from the date you submit your application or your application will be denied.

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Q24. How can I switch the payment methods from online to settling at Customer Service Counters after finished the submission?

Starting from January 2017, if you submit an electronic form of Construction Noise Permit (END74 & EPD75) and Noise Emission Label (EPD201 & EPD202) which requires image signature, and you have chosen to settle payment later with ePayment options, you are able to switch to pay at Customer Service Counters (by cheque, Cash, or EPS) by going to [Inquire Licence Application Status] under [Application Status Enquiry] on the EPIC e-Form Homepage. You will receive an acknowledgement email which covers details of paying the application fee. Once you have switched to pay at Customer Service Counters, you cannot switch back to process payment online.

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Technical Issues

Q25. When performing a system logon within an e-Form or submitting an application, a warning message asking for permission to access an internet link – "The document is trying to connect to https://epic.epd.gov.hk/eForm/services/ApplicantService.ApplicantServiceHttpSoap11Endpoint. If you trust the site, choose Allow. If you do not trust the site, choose Block.". What should I do??

You should press the [Allow] button to continue the system logon process.

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Q26. When performing a system logon within an e-Form or submitting an application, an error message "GeneralError: Operation failed. Connect to server failure, please try later." appears with a yellow warning bar on top. What should I do?

This error message only occurs when you are using Adobe Reader / Acrobat version 9.3 or above for e-form submission. Please click the [Options] button and choose "Trust this document always" option, then save the file. You can then continue the form filling process.

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Q27. I have logged on once within an e-Form while filling, then I save the e-Form and close the Adobe Reader. Why I have to log on again when I open the e-Form again and continue the submission?

The logon session only lasts till the Adobe Reader is closed. Therefore, you have to log on again after reopen the Adobe Reader.

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Q28. When using PPS for online payment, I encountered an error page with no response or a message "Error on Page" appears at the bottom left corner of the screen, what should I do?

PPS has updated the system requirements with effect from 15 October 2009. Users who do not have TLS (Transport Layer Security) enabled in the browser or Java software would not be able to pay with PPS. Please check and update the settings of your browser and Java software according to the system requirements set out in the [PPS website].

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Q29. Will my online payments for government e-services be affected if my computer has Internet security software installed?

If you wish to pay your bills through this e-service on a device with Kaspersky Internet Security software installed, you should include the link of EPIC webpage (https://epic.epd.gov.hk) to Kaspersky Safe Money list (https://help.kaspersky.com/KIS/2018/en-US/82231.htm) to avoid the potential error message [PAY-E-0000] when making payments. In case the message does appear, you should check with Environmental Protection Department at 2838-3111 on the payment status by quoting your transaction reference number. Please refer to the answer of Question 1 of [Information Security] of the FAQs about GovHK Online Services.

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