16. App Operation Issues
16A Question: The client has two primary accounts; why is the "Stock Transfer" function not visible in the App?
Answer: The "main/sub-account" structure and the "Stock Transfer" function are displayed only when the customer's account has an active sub-account; otherwise they will not be visible. The "Fund Transfer" supports transfers between primary accounts and can be viewed in the App.
16B Question: How can a client change their login email in the App?
Answer: The steps to change the login email are as follows:
In the App, go to "Me" → "Settings" → "Account & Security" → "Email" → "Change Email", then tap "Next" to receive a verification code to update the email.
The verification code can be received via mobile phone number or the original email for confirmation.
16C Question: How can automatic currency conversion be disabled for a client in the App?
Answer: There are two methods:
Method 1: In Business Parameter Settings > Foreign Exchange > Conversion Strategy, click to disable the conversion strategy.
Method 2: In Business Parameter Settings > Foreign Exchange > Conversion Strategy, click "Approval Starting Point" and set the "Starting Amount" to $0.01 so that all conversions require approval. During the approval process, reject the client's conversion.
16D Question: How can a client complete a fund asset risk assessment in the App?
Answer: On the App's Market → Funds page, tap "Your Risk Level" to complete the fund asset risk assessment.
16E Question: How can the searchable categories within the App's "Help Center" be updated?
Answer: In Help Center → Articles, click "New Article" to add scenario-based questions and check "Mark as FAQ" at the bottom of the article (see 16E Figure 1 and Figure 2). Then, in Article Categories, click "Create Category" (see 16E Figure 3). The "slug" can be customized in English; for example, the Hong Kong stock trading rules category could be set to "hk_trade_rule" (see 16E Figure 4).
The "slug" is used for quick identification of the category and may include letters and symbols.
16E Figure 1
16E Figure 2
16E Figure 3
16E Figure 4
16F Question: Why cannot mainland China clients using iOS download LongPortApp via the following link? (https://longportapp.cn/en/download)
Answer: The app has been removed from distribution in mainland China in accordance with local compliance requirements. Android users can download the installation package via the website link. iOS users must switch their App Store region to Hong Kong in order to download the app.
16G Question: How can a deposit currency be added in the App?
Answer: First, in Funds Parameters set the currency's "Deposit Function" to "Yes," then configure the deposit channels in App Management → Deposit Parameters.
16H Question: How can the App's "Trading Password" be reset?
Answer: In Customer/Account Information, under Unlock Password, press "Create New," select "Trading Password" as the unlock target to unfreeze the customer.
