Frequently Asked Questions

Please use "Forgot Password" feature to reset your password via phone or email. After resetting your password, try logging in again using the new password.

If you are unable to log in using your phone number, we recommend trying again with your email address. Similarly, if you are unable to log in using your email address, we suggest trying again with your phone number.

If the problem persists, please provide the following information to our Smart Customer Services Assistant, so that we can better understand your situation.

1. Email address:
2. Contact phone number:
3. Date and time when the problem occurred:
4. Screenshots:

If you need to update your information, you can refer to the following methods:

1) To change your password, follow these steps on the Fortress mobile app or website:

1. Log in to Fortress mobile app/website.
2. Select "My Account" to access the “Personal Details” page.
3. In the app, click on "Change Password" or on the website, click on the "Edit" icon to make the changes.
4. Press "Confirm" or "Update" to save the changes.

*Note: After changing your password, MoneyBack mobile app or website will be updated accordingly.

2) To update your email, phone number, or communication language, follow these steps on the MoneyBack mobile app or website:

1. Log in to MoneyBack mobile app or website.
2. Select "My MoneyBack " or "My Account" to access the personal information page.
3. Click on "Change Email/Phone/Language" to make the changes.
4. Press "Save" to save the changes.

Please contact MoneyBack customer hotline at +852 2187 2277 (Hong Kong) or +853 2851 9274 (Macau) to update your information or report a loss account to prevent unauthorized use.

For details, please refer: MoneyBack - Get In Touch with Us

To unsubscribe from promotional and discount-related communications on the Fortress website or mobile application, please follow these steps:

1. Log in to the Fortress website or mobile app.
2. Click on "My Account".
3. Go to "Personal Information".
4. Select "Notifications".
5. Uncheck the option to receive promotional and discount-related communications.

After unsubscribing, you will no longer receive any promotional messages through any channel, including birthday offers.

For more details, please refer to the Privacy Policy on the Fortress website

Fortress i-Coin is a membership electronic stamp promotion introduced by Fortress. For every purchase of HK$500 or more, members can earn 1 i-Coin. For Fortress eShop orders, i-Coin will be credited within 5 days of you receive items. Promotional extra i-Coin will be added to your account within 7 days.

The period for earning i-Coin is from 1st July of each year to 30th June of the following year.
The redemption period is from the 7th of July of the current year to 8th of July of the following year.
i-Coin earned from current i-Coin promotion will be forfeited after the redemption period of current i-Coin promotion ends and will not be accumulated and brought forward to next i-Coin promotion.

For details, please refer: Fortress i-Coin Program

Eligible members must present the membership QR code in Fortress App or MoneyBack App for any purchase to earn MoneyBack points and iCoin at the same time. Eligible members can automatically earn iCoin when purchasing online.

When eligible members purchase in physical stores, basic iCoin will be issued to the member’s account within 2 days. For purchase online, iCoin will be issued to the member's account within 5 days after the store pickup or Fortress delivery. Extra iCoin of specific product promotion will be issued to member’s account after making purchase within 7 days.

For details, please reference Promotion - Terms and Conditions

Generally, if your total annual consumption at Fortress (including in-store purchases and online shopping) reaches HK$20,000 or above, you will automatically be upgraded to VIP status 2 days after your order status becomes "completed".

The VIP membership will be valid for one year starting from the effective date.

You might refer to the list.

You may refer to the following step:

Linking Corporate Employee/Student Account Steps:

1. Go to "My Account"
2. Select "Personal Details"
3. Under "Connect Other Account" click on "Corporate Staff" or "Student"
4. Enter a valid email address (enter a valid corporate employee/student email)
5. After clicking "Get Verification Code", you will receive a verification email
6. Enter the verification code and click "Confirm" to complete the process

Click here for more information on corporate employee accounts

If you encounter any issues during the account linking process, please ensure:
-Your university or company is on our list.
-There are no errors or extra spaces in the email you entered.
-Check your spam folder.

If the problem persists, please provide the following information to our Smart Customer Services Assistant so that we can better understand your situation:

1. The email address registered with your MoneyBack / Fortress account:
2. The corporate or student email address you need to link:
3. Contact phone number:
4. Date and time when the problem occurred:
5. Screenshots:

If you do not receive a one-time verification code or show an “invalid email address” message when verifying or linking your corporate/student account, please first make sure your university or company is on our register/institution list, as your email domain may not yet be added to our registered email list. Also, check that there are no typos or extra spaces in the email you entered, and check your junk or spam mailbox.

If the problem persists, please provide the following information to our Smart Customer Services Assistant to better understand your situation:

1. Registered mobile phone number
2. Registered email address (MoneyBack / Fortress account)
3. The corporate or student email address you need to link
4. Original email address (if changed)
5. New email address (if changed)
6. Name of your university/school/company
7. The date and time of your attempt
8. Screenshots of any system issues
9. Contact phone number

Once the student email is linked to one specific primary account, the student email cannot be linked to another primary account in 90 days.

Student email is associated with your account for 1 year. Please link your student email again and verify account to enjoy the student discount.

Fortress eShop Student Offer has selected a series of affordable and useful products for your school life. Promotion offers will be updated regularly to provide you the latest smart electronic gadgets! Join now to enjoy the fabulous offers.

• New member offer: Upon registration, you will receive a HK$100 electronic coupon^, which can be used when you spend HK$500 or more! The electronic coupon will be sent to registered student accounts via email within 1 week of registration, on a first-come, first-served basis, with limited quantities available.
• Regular exclusive offers for students.

^Applicable only to specified products under student discount prices.

Reminder: If you select you do not wish to receive any updates on special offers, promotions, discounts or similar communications in the registration page. We are not able to send the free $100 orientation eCoupon to you via email. Click here to update member communications option.

Click here to view promotional details

You have to select “Student” checkbox on shopping cart page and input verification code after clicking checkout to activate the student offer.