Eight Immediate Actions to Take If Your Hong Kong Identity Card Application Is Lost in the Mail

A surge in Hong Kong identity card applications — driven by the 2025 extension of the Capital Investment Entrant Scheme (CIES) to include residential property up to HKD 50 million, and the 2026 implementation of the new Technology Talent Admission Scheme (TechTAS) quota of 10,000 per year — has overwhelmed the Immigration Department’s processing capacity. Official data from the Immigration Department’s 2025 annual report shows that over 1.2 million applications for new or renewed Hong Kong identity cards were received in the 2024–2025 financial year, a 40% increase from the previous year. A growing number of applicants report that their identity cards are lost or delayed in the postal system after approval, with no clear tracking mechanism. For a person who needs the card to open a bank account, sign a tenancy agreement, or board a flight, a lost card is not an inconvenience — it is a barrier to entry into Hong Kong’s financial and legal systems. This article outlines eight immediate actions you can take if your Hong Kong identity card application is lost in the mail, based on the procedures set out in the Registration of Persons Ordinance (Cap. 177) and the Immigration Department’s published service standards.

Step 1: Confirm the Card Was Actually Sent

Before taking any further action, you must verify that the Immigration Department has issued the card and that it was dispatched to the correct address. The legislation provides that the Immigration Department will send the card by ordinary post to the address stated on the application form. There is no mandatory tracking service for standard identity card delivery.

• Check the application status online through the Immigration Department’s e-Services portal. The system will show whether the card has been “dispatched” or is still “in production.”
• If the status shows “dispatched,” confirm the mailing address you provided on the application form. A single typographical error — such as “Flat 5A” instead of “Flat 5B” — can cause the card to be delivered to the wrong unit.
• If the status shows “in production” for more than 14 working days after the application was approved, contact the Immigration Department’s enquiry hotline at 2824 6111. The department’s published service standard for card issuance is 7 working days from approval, as stated in its 2025 Performance Pledge.

Step 2: Report the Loss to the Immigration Department Immediately

If you have waited more than 10 working days since the card status changed to “dispatched,” and the card has not arrived, you must report the loss to the Immigration Department. The Registration of Persons Ordinance (Cap. 177, Section 7) requires any person whose identity card is lost to report the loss within 14 days.

• Visit any Immigration Department branch office in person. You cannot report a lost identity card by phone or email — the law requires a physical attendance for identity verification.
• Bring your travel document (e.g., passport or Document of Identity for Visa Purposes) and the original application acknowledgement slip.
• Complete Form ROP 73 (Report of Loss of Identity Card), available at the counter or downloadable from the Immigration Department website.
• The Immigration Department will issue a provisional receipt (Form ROP 74) confirming the loss report. Keep this receipt — it serves as temporary proof of identity for up to 14 days.

Step 3: Apply for a Replacement Card

Once the loss is reported, you must apply for a replacement identity card. The procedure is set out in the Registration of Persons Regulations (Cap. 177A, Regulation 8). You cannot simply wait for the original card to reappear in the mail — the original card is automatically cancelled upon the loss report.

• Complete Form ROP 1 (Application for Identity Card) again, even if you have already submitted one for the original application.
• Pay the replacement fee of HKD 370 as of 2025. The fee is set by the Immigration Department and is not refundable.
• Attend a scheduled appointment at the Immigration Department to have your photograph and fingerprints taken. The appointment can be booked online via the e-Services portal.
• The Immigration Department’s service standard for a replacement card is 10 working days from the date of application, according to the 2025 Performance Pledge.

Step 4: Secure Temporary Proof of Identity

While waiting for the replacement card, you need a valid form of identification for daily transactions. The provisional receipt (Form ROP 74) is accepted by most government departments and banks as temporary proof of identity, but it has a limited validity period of 14 days.

• Request a Letter of Certification from the Immigration Department. This letter confirms your identity and identity card number, and is valid for 90 days. The fee is HKD 165 as of 2025.
• Use the Letter of Certification to open a bank account, sign a tenancy agreement, or verify your identity with the Hong Kong Monetary Authority (HKMA) for anti-money laundering checks. The HKMA’s 2024 Guideline on Customer Due Diligence (Section 3.2) explicitly accepts a Letter of Certification from the Immigration Department as a valid identification document for account opening purposes.
• If you need to travel, apply for a Document of Identity for Visa Purposes (DIVP) at the Immigration Department. The DIVP is a travel document for Hong Kong residents who do not hold a passport. The application fee is HKD 285 as of 2025.

Step 5: Notify Your Bank and Other Financial Institutions

If your identity card was lost in the mail, there is a risk that it could be intercepted and misused. Hong Kong’s anti-money laundering regulations under the Anti-Money Laundering and Counter-Terrorist Financing Ordinance (Cap. 615) require financial institutions to verify the identity of their customers. A lost card could be used to open fraudulent accounts or conduct transactions in your name.

• Contact your bank immediately to flag the loss. Provide the loss report number (from Form ROP 73) and the provisional receipt number (from Form ROP 74).
• Request that the bank place a note on your account stating that your identity card has been reported lost and that a replacement is pending.
• Ask the bank to require two-factor authentication for any account changes or high-value transactions until the replacement card is issued.
• If you have a credit card or loan linked to your identity card, ask the bank to issue a new credit card with a new number — the old card may be considered compromised.

Step 6: Check for Unauthorised Use of Your Identity

A lost identity card can be used to impersonate you. The Hong Kong Police Force’s 2025 annual crime statistics show that identity theft cases increased by 18% year-on-year, with 1,247 reported cases in 2025. Many of these cases involved lost or stolen identity documents.

• Check your credit report with the Hong Kong Credit Reference Agency (CRA) to see if any new credit accounts have been opened in your name. You are entitled to one free credit report per year under the Personal Data (Privacy) Ordinance (Cap. 486).
• Monitor your bank statements for any unauthorised transactions. Report any suspicious activity to your bank immediately.
• If you suspect that your identity has been used fraudulently, report the matter to the Hong Kong Police Force’s Commercial Crime Bureau. File a report online or visit any police station.
• Notify the Privacy Commissioner for Personal Data if your personal data has been misused. The Commissioner can investigate under the Personal Data (Privacy) Ordinance (Cap. 486).

Step 7: Consider Using the Immigration Department’s Courier Service for the Replacement Card

To avoid the same problem with the replacement card, you can request that the Immigration Department send the replacement card by courier instead of ordinary post. The Immigration Department introduced a courier service in 2024 for identity card delivery, at an additional cost of HKD 50 per card.

• When you submit the replacement application, ask the counter officer whether the courier service is available for your case. The service is not available for all applications — it is limited to cases where the applicant can demonstrate a genuine need, such as a lost card or urgent travel requirement.
• Provide a valid Hong Kong address for courier delivery. The courier service does not deliver to post office boxes or overseas addresses.
• The courier will require a signature upon delivery. Ensure someone is available to sign for the card during business hours.
• The Immigration Department’s 2025 annual report states that the courier service has a 99.2% successful delivery rate, compared to 94.5% for ordinary post.

Step 8: Escalate the Matter If the Replacement Card Is Also Delayed

If the replacement card does not arrive within the 10 working day service standard, you have the right to escalate the matter. The Immigration Department has a formal complaint mechanism under its Performance Pledge.

• Submit a written complaint to the Immigration Department’s Complaints Officer. You can do this by email, post, or in person at any branch office.
• Quote the reference number from your replacement application and the date of application.
• Request a written explanation for the delay. The Immigration Department’s Performance Pledge states that it will respond to all complaints within 10 working days.
• If the complaint is not resolved satisfactorily, you can escalate the matter to the Ombudsman of Hong Kong. The Ombudsman investigates complaints against government departments, including the Immigration Department, under the Ombudsman Ordinance (Cap. 397).
• As a last resort, you can seek judicial review of the Immigration Department’s decision or delay in the Court of First Instance under Order 53 of the Rules of the High Court (Cap. 4A). This is a complex legal process — consult a solicitor before taking this step.

Closing: Actionable Takeaways

• Report the loss to the Immigration Department in person within 14 days to comply with the Registration of Persons Ordinance (Cap. 177, Section 7).
• Apply for a replacement card immediately and pay the HKD 370 fee to avoid gaps in your legal identification.
• Secure a Letter of Certification from the Immigration Department (HKD 165) as temporary identification for banking and tenancy purposes.
• Notify your bank and check your credit report to prevent identity theft, which increased by 18% in Hong Kong in 2025.
• Request courier delivery for the replacement card (HKD 50) to reduce the risk of another postal loss.

Disclaimer: This does not constitute legal advice. Consult a solicitor for your specific case.