Alipay (Europe) Limited S.A.

Alipay (Europe) Limited S.A. is registered with the Luxembourg trade and companies register (Registre de commerce et des sociétés, Luxembourg) under number B188095. Its registered office is at 9 Rue du Laboratoire Luxembourg L-1911, Luxembourg. Alipay (Europe) Limited S.A. is authorised by the Luxembourg Commission de Surveillance du Secteur Financier for the issuing of electronic money and the provision of payment services (firm reference number W00000009).

Alipay (UK) Limited

Alipay (UK) Limited (firm reference number 927634) is authorised as a Electronic Money Institution by the Financial Conduct Authority under the Electronic Money Regulations 2011 for the issuing of electronic money and the provision of payment services.

AUS Merchant Services, Inc.

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If you have questions related to your Alipay China Wallet, please contact our affiliate: Customer Service (English-speaking) hotline: +8657126886000 (8:00-24:00 Beijing time).

AUS Merchant Services, Inc. Licenses

Additional Required Information and Notices by State

Alaska

(AUS Merchant Services, Inc. / License # 10103)

For Alaska Residents Only:

If your issue is unresolved by AUS Merchant Services, Inc. (Tel: 1-800-981-3590), please submit formal complaints with the State of Alaska, Division of Banking & Securities.

Please download the form here: https://www.commerce.alaska.gov/web/portals/3/pub/DBSGeneralComplaintFormupdated.pdf  

Submit formal complaint form with supporting documents:

Division of Banking & Securities PO Box 110807 Juneau, AK 99811-0807

If you are an Alaska resident with questions regarding formal complaints, please email us at dbs.licensing@alaska.gov or call Nine Zero Seven Four Six Five Two Five Two One 

Arizona

(AUS Merchant Services, Inc. / License # 1005725)

If you have a complaint, please contact AUS Merchant Services, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). 

If you still have an unresolved complaint regarding AUS Merchant Services, Inc.’s money transmission activity, you may complete an Online Complaint Form as stated on the File a Complaint against a Financial Institution or Enterprise page.

Arkansas

(AUS Merchant Services, Inc. / License # 107677)

If you have a complaint, please contact AUS Merchant Services, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If you still have a unresolved complaint regarding AUS Merchant Services, Inc.’s money transmission activity, you may file the completed complaint form by e‐mailing to ASDInfo@securities.arkansas.gov

or by mail at: 

1 COMMERCE WAY, SUITE 402

LITTLE ROCK, ARKANSAS 72202

TELEPHONE: (501) 324‐9260

FACSIMILE: (501) 324‐9268

For additional information please refer to the How to File A Complaint page for the Arkansas Security Department. 

Important Notice from AR Securities Department about Consumer Complaint

[…Initial complaints should be made in writing directly to the entity or individual with whom you have experienced the problem. It is a good idea to indicate on your complaint letter that you are sending a copy to the Arkansas Securities Department. If your problem is not resolved timely by the entity or individual, you are encouraged to complete a Complaint Form and send it to the Department….]

California

(AUS Merchant Services, Inc. / License # 2604)

Department of Financial Protection and Innovation

If you have complaints with respect to any aspect of the money transmission activities conducted at this location, you may file a complaint online at https://docqnet.dfpi.ca.gov/complaint/

To submit a complaint by mail, download, print, and fill out any the appropriate forms at https://dfpi.ca.gov/file-a-complaint/ and mail to: 

Department of Financial Protection and Innovation

Attn: Consumer Services

2101 Arena Boulevard

Sacramento, CA 95834

The Department of Financial Protection and Innovation will contact you shortly after receipt of this form.

If you have questions or need assistance filling out this form, please call the Department of Financial Protection and Innovation’s Consumer Services Office toll-free at 1-866-275-2677

Colorado

(AUS Merchant Services, Inc. / License #: 500241)

Colorado Division of Banking

If you have a complaint, please contact AUS Merchant Services, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com).

If you still have an unresolved complaint regarding AUS Merchant Services, Inc.’s money transmission activity, you may file it by contacting the Colorado Division of Banking.

The Complaint Process

All consumer complaints filed with the Colorado Division of Banking must be submitted in writing. All consumer complaints filed with the Division must be submitted in writing. You will not fill out the form online. Instead, you must download the file to your own device and edit that version. When completing the form, please provide detailed information and fill it out completely. Instructions and downloadable files for filing complaints can be found here.

Send the complaint and supporting documentation by regular mail, facsimile, or electronic mail (e‐mail) to the Colorado Division of Banking (DORA_BankingWebsite@state.co.us).

NOTE: If filing electronically, scan and/or save the completed complaint form with related attachments to a PDF file, a Word doc, or Zip file, and attach to your E‐mail.

Colorado Division of Banking

1560 Broadway, Suite 975, Denver, CO 80202

Phone: 303‐894‐7575

Fax: 303‐894‐7570

E‐mail: DORA_BankingWebsite@state.co.us

Customer Notice (MO7): https://drive.google.com/file/d/1JvjFKSxYmKZEBTzba9zppEKkV5Bc3BOU/view

Please click here to view the Colorado Division of Banking Customer Notice.

District of Columbia

(AUS Merchant Services, Inc. / License #: MTR1277102)

If you have a complaint, please contact AUS Merchant Services, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If you still have an unresolved complaint regarding AUS Merchant Services, Inc.’s money transmission activity, you may file it by contacting the Department at:

District of Columbia Department of Insurance, Securities and Banking

1050 First St., NE, Suite 801

Washington, DC 20002

Phone: (202) 727‐8000

Fax: (202) 354‐1085

E‐mail: disbcomplaints@dc.gov

Consumer Complaint Form Mail‐in Version

Florida

(AUS Merchant Services, Inc. / License #: FT230000227)

Florida Office of Financial Regulation

If you have a complaint, please contact AUS Merchant Services, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If you still have an unresolved complaint regarding AUS Merchant Services, Inc.’s money transmission activity, you may file a complaint here.

Florida Office of Financial Regulation

200 E. Gaines Street, Tallahassee, FL 32399

Phone: (850) 487-9687

Fax: (850) 410-9663

Georgia

(AUS Merchant Services, Inc. / License #: 45853)

If you have a complaint, please contact AUS Merchant Services, Inc. (Tel: 1-800-981-3590 / Email:consumerassistance@service.alipay.com). If you still have an unresolved complaint regarding AUS Merchant Services, Inc.’s money transmission activity, you may contact the Georgia Department of Banking and Finance - Consumer Resources at (770) 986-1633. For more information please refer to this link and a complaint may be filed directly with the department via the email below.

Georgia Department of Banking and Finance

2990 Brandywine Road Suite 200
Atlanta, GA 30341-5565 US

Phone: (770) 986-1633

Toll-Free: (888) 986-1633

Email: reportissue@dbf.state.ga.us

Hawaii

(AUS Merchant Services, Inc. / License #: HIMT103)

If you have a complaint, please contact AUS Merchant Services, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If you still have an unresolved complaint regarding AUS Merchant Services, Inc.’s money transmission activity, you may file it by contacting the Division of Financial Institutions. Complaints can be mailed, delivered or emailed to:

Use the following form (DFI Form CC) which is preferred but not required. DFI will submit your complaint to the institution, requesting a response back to you within two to three weeks, along with a copy to DFI.

Complaints can be mailed, delivered, or emailed to:

If by mail:

Division of Financial Institutions

Department of Commerce and Consumer Affairs

P.O. Box 2054, Honolulu, HI 96805

If by courier:

Division of Financial Institutions

Department of Commerce and Consumer Affairs

335 Merchant Street, Room 221, Honolulu, HI 96813

If by email:

dfi@dcca.hawaii.gov

Online:

A complaint can also be submitted via the following link.

Hawaii Department of Commerce and Consumer Affairs, Financial Institutions

King Kalakaua Building
335 Merchant Street, Rm. 221
Honolulu, HI 96813

Phone: (808) 586-2820

Fax: (808) 586-2818

Email:  dfi@dcca.hawaii.gov

Note: Please include name and telephone number in email.

Illinois

(AUS Merchant Services, Inc. / License #: MT-0000286)

Illinois Division of Banking

If you have a complaint, please contact AUS Merchant Services, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If you still have an unresolved complaint regarding AUS Merchant Services, Inc.’s money transmission activity, you may refer to this link here which contains information on how to file a complaint.

Illinois Division of Financial Institutions

555 West Monroe Street, 5th Floor

Chicago, IL 60661

Phone: 312-814-1857

E-mail: FPR.ConsumerCredit@illinois.gov

Indiana

(AUS Merchant Services, Inc. / License #: 28267)

Alipay US, Inc. holds a Money Transmitter license issued by the Indiana Department of Financial Institutions. This license does not cover virtual currency transactions.

If you have a complaint, please contact AUS Merchant Services, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If you still have an unresolved complaint regarding AUS Merchant Services, Inc.’s money transmission activity, you may file a complaint form and emailing it to the IDFI at DFIcomplaints@dfi.in.gov

or by mailing it to:

Department of Financial Institutions

30 South Meridian Street, Suite 300

Indianapolis, IN 46204

Kansas

(AUS Merchant Services, Inc. / License #: MT.0000095) 

If you have a complaint, please contact AUS Merchant Services, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If you still have an unresolved complaint regarding AUS Merchant Services, Inc.’s money transmission activity, you may file it by contacting the Office of the State Bank Commissioner.

1) Complete consumer assistance PDF form

English: https://www.osbckansas.org/consumer_files/complaintform.pdf

Spanish: https://www.osbckansas.org/wp-content/uploads/spanish_complaintform.pdf

2) Mail or fax the completed consumer assistance form and attachments to:

Kansas Office of the State Bank Commissioner

Attn: Consumer Affairs Department

700 SW Jackson St, Suite 300

Topeka, KS 66603

Fax: (785) 296‐6037

Email: complaints@osbckansas.org

If submitting electronically, submit your complaint here:

https://www.osbckansas.org/consumers/file-a-complaint/

Louisiana

(AUS Merchant Services, Inc. / License #: 1277102)

If you have a complaint, please contact AUS Merchant Services, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If you still have an unresolved complaint regarding AUS Merchant Services, Inc.’s money transmission activity, you may refer to this link here to file a complaint.

Louisiana Office of Financial Institutions

8660 United Plaza Boulevard, 2nd Floor
Baton Rouge, LA 70809-7024

Phone: (225) 925-4660

Fax: (225) 925-4524

Email: ofila@ofi.la.gov

Maryland

(AUS Merchant Services, Inc. / License #: 1277102)

If you have a complaint, please contact AUS Merchant Services, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If you still have an unresolved complaint regarding AUS Merchant Services, Inc.’s money transmission activity, you may file it by contacting the Maryland Department of Labor. 

The Commissioner of Financial Regulation for the State of Maryland will accept all questions or complaints from Maryland residents regarding (AUS Merchant Services, Inc. / License #: 1277102 and NMLS ID No.: 1277102) by using this link.

Additional information about AUS Merchant Services, Inc. may be obtained at

http://www.nmlsconsumeraccess.org.

Maryland Office of Financial Regulation

1100 N Eutaw St Suite 611, Baltimore, MD 21201

or by using the following phone number: (888) 784-0136

Phone: 410-230-6091

Email: non-depository.examination@maryland.gov

Massachusetts

(AUS Merchant Services, Inc. / License #: FT1277102)

If you have experienced any problems or difficulties with your transaction(s), please contact AUS Merchant Services, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). 

If they are unable to assist you, or you would like to file a consumer complaint against the licensee, please contact the Massachusetts Division of Banks Consumer Assistance Unit at 617-956 1500 ext. 501, or visit the Division of Banks website at https://www.mass.gov/how-to/file-a-complaint-with-the-division-of-banks.

Massachusetts Division of Banks

One Federal Street, Suite 710, Boston, MA 02110-2012

Phone: (617)956-1500

Minnesota

(AUS Merchant Services, Inc. / License #: MN-MT-1277102)

If you have experienced any problems or difficulties with your transaction(s), please contact AUS Merchant Services, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). 

If AUS Merchant Services, Inc is unable to assist you, then please contact the department or use the link here to file a complaint online.

Minnesota Department of Commerce

85 8th Place East, Suite 208

Saint Paul, MN 55101

(Local) 651-539-1500

(Complaints) 651-539-1600

Mississippi

(AUS Merchant Services, Inc. / License #: MT/002715/2015)

The Mississippi Department of Banking & Consumer Finance recommends that you attempt to resolve

your complaint with the financial institution first by contacting AUS Merchant Services, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com) to allow the opportunity to resolve the issue(s). If you still have an unresolved complaint regarding AUS Merchant Services, Inc.’s money transmission activity, you may file you complain online at https://dbcf.ms.gov/complaint-form/

New York

(AUS Merchant Services, Inc. / License #: MT 104443)

New York Department of Financial Services

If you have a complaint, please contact AUS Merchant Services, Inc. (Tel: 1-800-981-3590 / Email:consumerassistance@service.alipay.com). If you still have an unresolved complaint regarding AUS Merchant Services, Inc.’s money transmission activity, you can direct your complaint to the New York State Department of Financial Services at:

Online: https://www.dfs.ny.gov/complaint

DFS consumer complaints email: consumers@dfs.ny.gov

Toll Free: 800‐342‐3736

Fax: 212‐480‐6282

Paper complaint forms can be mailed to the Department of Financial Services, Consumer Assistance Unit, 1 State Street, New York, NY 10004 or to the Department of Financial Services, Consumer Assistance Unit, 1 Commerce Plaza, Albany, NY 12257.

Texas

(AUS Merchant Services, Inc. / License #: 3159)

Texas Department of Banking

If you have a complaint, please contact AUS Merchant Services, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If you still have an unresolved complaint regarding AUS Merchant Services, Inc.’s money transmission activity, please direct your complaint to:

Texas Department of Banking

Non‐Depository Supervision Division

2601 N. Lamar Blvd.

Austin, Texas 78705‐4294

Toll Free: (877) 276‐5554

E‐Mail: msb@dob.texas.gov

Fax #: (512) 475-1288

TX e-Licensing Portal for filing a complaint:

Texas Department of Banking complaint page: https://www.dob.texas.gov/money-services-businesses/how-file-complaint.

Washington

(AUS Merchant Services, Inc. / License #: 550-MT-95439)

Washington Division of Consumer Services

If you have a complaint, please contact AUS Merchant Services, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If you still have an unresolved complaint regarding AUS Merchant Services, Inc.’s money transmission activity, you may file it online with the Washington DFI at the below link:

https://dfi.wa.gov/consumers/file-complaint

Wisconsin

(AUS Merchant Services, Inc.) 

If you have a complaint, please contact AUS Merchant Services, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If you still have an unresolved complaint regarding AUS Merchant Services, Inc’s money transmission activity, you may file it by contacting the Wisconsin Department of Financial Institutions online.

Please refer to the below link for information on how to file a complaint: 

https://dfi.wi.gov/Pages/ConsumerServices/WisconsinConsumerAct/FileAComplaint.aspx

Other Important Website Disclosures – Additional Consumer Privacy Notice

California Residents

California Consumer Privacy Act (CCPA) https://oag.ca.gov/privacy/ccpa ‐Effective January 1, 2020, the California Consumer Act of 2018 gives consumers more control over the personal information that businesses collect about them.

These provisions do not apply to personal data collected, processed, shared, or disclosed by financial

institutions pursuant to federal law such as the Gramm‐Leach‐Bliley Act. Contact AUS Merchant Services, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com) if you have questions about our privacy statement, this consumer notice, or your personal data.

If your account has a California mailing address, we will not share personal information we collect about you except to the extent permitted under California law.

Nevada Consumers

If your account has a Nevada mailing address, we are providing this notice pursuant to Nevada law. If you prefer not to receive marketing calls from Alipay US-Nevada, Inc. and wish to be added to Do Not Call List, please contact AUS (Nevada) Merchant Services, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If you still have further questions and need additional information, you can contact the Bureau of Consumer Protection, Office of the Nevada Attorney General at:

Grant Sawyer Building, 555 E. Washington Avenue, Suite 3900, Las Vegas, NV 89101

Telephone: 702‐486‐3420

Fax: 702‐486‐3768

Attorney General’s Bureau of Consumer Protection Hotline: 702‐486‐3132

email:Aginfo@ag.nv.gov

North Dakota Residents

If your account has a North Dakota mailing address, we will not share personal information we collect about you with non‐affiliates unless the law allows, or you provide authorization. Written authorizations from North consumers may be delivered to us at the email or mailing address below and must contain your name, address, signature and your consent. You may revoke your consent at any time by calling us at 1-800-981-3590 (Toll‐Free Number), or by writing or emailing us at the addresses below:

AUS Merchant Services, Inc.

525 Almanor Avenue, Sunnyvale, CA 94085-3542

Compliance_dept@service.alipay.com 

Texas Consumers

If you have a complaint, first contact AUS Merchant Services, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If you still have an unresolved complaint regarding the company’s money transmission or currency exchange activity, please direct your complaint to Texas Department of Banking, 2601 N. Lamar Blvd., Austin, Texas 78705

Telephone: 512‐475‐1300

Toll Free: 877‐276‐5554

Fax: 512‐475‐1313

Vermont Residents

If your account has a Vermont mailing address, we will not share personal information we collect about you with non‐affiliates unless the law allows, or you provide authorization. Written authorizations from Vermont consumers may be delivered to us at the email or mailing address below and must contain your name, address, signature and your consent. You may revoke your consent at any time by calling us at 1-800-981-3590 (Toll‐Free Number), or by writing or emailing us at the addresses below:

AUS Merchant Services, Inc.

525 Almanor Avenue, Sunnyvale, CA 94085-3542

Compliance_dept@service.alipay.com

To view the latest updates to the documentation, visit Release notes.