Q.1
What is FWD MAX?
A.1
FWD believes that everyone has their own passions and dreams, which is why the FWD MAX platform (fwdmax.fwd.com.hk) aims to provide different experiences and rewards for every MAX member to explore and showcase their life’s passions. By reading articles, sharing your experiences, redeeming rewards and participating in events based on the four passion pillars - “Sport & Action”, “Travel & Adventure”, “Food & Wine” and “Music & Arts”, you can get ideas and inspiration for living a colourful life.
Q.2
Is this site for FWD customers only?
A.2
No, the programme is open to everyone aged 18 or above residing in Hong Kong, Macau or mainland China.
Q.3
How can I register as a member?
A.3
You can simply register through the website using your email address or through Facebook.
Q.4
How do I disconnect from Facebook?
A.4
After login, you can go to “Your Profile” to disconnect from Facebook. If you have not set up a password, you will need to create a password before disconnecting in order to login to your account next time.
Q.5
What should I do if I don’t receive confirmation email after registering on the website?
A.5
After submitting your name, email address and mobile number, you will see a pop-up message to say a confirmation email is sent. Below there is a link for you to click to have the confirmation email resent. If you no longer have access to this pop-up message box, please go to “Contact Us” and drop us an email and we will resend the confirmation email to you in 7 days. If you register with your Facebook account, a confirmation email will not be sent.
Q.6
What should I do if I have forgotten my password?
A.6
You can retrieve your password online with your registered email address. Simply click “Forgot Password” in the member login box and follow the instructions accordingly. A reset password email will then be sent to your registered email address.
Q.7
Can I have more than one MAX Account?
A.7
No, you can only have one MAX Account. Any additional accounts will be terminated.
Q.8
What is the QR code next to my profile information?
A.8
The QR code contains your member ID which helps us to identify and manage your account.
Q.9
Is there a fee for being a member of the FWD MAX programme?
A.9
No, there’s no fee charged for being a member of the programme.
Q.10
How can I earn MAX Points from getting my friends to join FWD MAX?
A.10
Select “Refer Friends” in the menu and share your unique link with your friends through Facebook. If your friends click on the link and successfully register as a member of FWD MAX, you will be rewarded with a referral bonus for up to five friends per month.
Q.11
Can I change my registered email address?
A.11
No, but you can change your email communication preferences to receive our servicing emails, as well as updates and promotional materials or unsubscribe from our mailing list. To manage your email communication preferences, make the required changes in “Edit Profile”, which can be found under “Profile Detail” in “Your Profile” once you’ve logged in.
Q.12
Can I end my membership?
A.12
You can terminate your membership at any time by giving written notice to FWD MAX Customer Engagement team by email. Any points in your account will be cancelled once your termination request is received.

Q.1
What are MAX Points?
A.1
MAX Points are the points (also referred to as “points”) which you could earn through various activities set out in the FWD MAX Earning Guide and use to redeem rewards in your MAX account.
Q.2
How can l earn MAX Points? How long does it take for the points to be credited to my account?
A.2
You can refer to FWD MAX Earning Guide on the website for the activities which you may take part in to earn points, and such activities include rating and sharing inspirational articles and sharing your passions. As long as your activities are tracked, the points which you are entitled to will be credited immediately to your account and reflected in “Your Profile”.
Q.3
What are the articles in the “Inspiration” section for?
A.3
These articles are provided by FWD MAX to encourage you to pursue your passions under the four pillars of “Sport & Action”, “Travel & Adventure”, “Food & Wine” and “Music & Arts”. You can earn MAX Points by rating or sharing the articles in the “Inspiration” section.
Q.4
How do I rate an article?
A.4
You can rate an article by dragging the bar next to the article. The further you drag the bar, the higher is the rating. Each article can be rated once and your rating cannot be changed after it is submitted.
Q.5
What is the number at the left bottom corner of an article?
A.5
The number shows the average rating of the article given by other FWD MAX members.
Q.6
Is there a quota on the rating and sharing of articles and/or passions?
A.6
There is no maximum limit on the times you can rate or share an article or share a passion. But there are limits on the number of MAX Points you can earn per month for these activities. Please visit the FWD MAX Earning Guide for more details.
Q.7
How can I use my MAX Points?
A.7
You can use your points to redeem the items in the “Rewards” section.
Q.8
How can I check my activity history?
A.8
You can check your activity history in “Your Profile” after logging into your account.
Q.9
What should I do if I think my points are not reflected accurately in my account?
A.9
You can email us with your query by clicking “Contact Us”.
Q.10
When do my MAX Points expire?
A.10
MAX Points are valid for one year from the date they are earned and accrued.
Q.11
How do I rank the different passions?
A.11
You can rank the passion categories – “Sport & Action”, “Travel & Adventure”, “Food & Wine” and “Music & Arts”, by dragging and dropping each pillar in order of priority, putting your favourite on top. On receiving your rankings, we will set the website and the email you receive according to your preference. You can amend your preference at any time by going to “Your Profile” and selecting “Pillar Preference” under “Edit Profile”.

Q.1
How do I redeem a reward?
A.1
Select “Rewards” in the menu or under each pillar and click onto your preferred reward item. Choose the quantity and confirm your redemption. After you have sent your reward request, you should receive a redemption email to confirm you have successfully redeemed this reward. You can then print out this redemption voucher to present to the merchant. Alternatively, you can present the QR code for the reward on your mobile device. Please refer to the terms and conditions for the reward item for more details.
Q.2
What should I do if I did not receive a confirmation email after claiming a reward?
A.2
You can select the item in your “Claimed Rewards” page under “Your Profile” and click “Resend Redemption Email”. Or you can simply present the reward’s QR code to the merchant to redeem the item.
Q.3
What can I do if I have insufficient MAX Points to claim my desired award?
A.3
You can earn points immediately by taking part in the activities set out in the FWD MAX Earning Guide (such as rating an article), provided that you have not exceeded the monthly quota for earning for that activity.
Q.4
Can I ask a friend to pick up my reward?
A.4
Yes, if you are busy, you can forward the redemption confirmation email to your friend to collect on your behalf for most reward items. But some items may require you to redeem in person. Please refer to the terms and conditions for the reward item for more details.
Q.5
What should I do if mistakenly delete the confirmation email?
A.5
You can select “Claimed Rewards” under “Your Profile” and request for the confirmation email for your claimed item to be resent. Alternatively, depending on the reward, you can show the QR code for the redeemed item on your mobile device to the merchant. Please refer to the terms and conditions for the reward item for more details.
Q.6
Can I cancel a reward redemption request and get the MAX Points returned to me?
A.6
Cancellation of any redeemed award request is not allowed and MAX points deducted for redemption of reward will not be credited back to your account.
Q.7
What can I do if I have difficulty claiming a reward item from the merchant?
A.7
If you cannot find an answer in this FAQ or the reward’s terms and conditions, please drop us a message through “Contact Us”. We will do our best to get back to you within 7 days.
Q.8
Where can I see a list of all my claimed rewards?
A.8
Please go to “Claimed Rewards” under” Your Profile”. Your redeemed awards will be listed on the page.

Q.1
How do I upload a photo or video of my passion on the website?
A.1
Select “Share Your Passion” in the “Passions” section and follow the instructions to upload your photo or video.
Q.2
What are the technical specifications for photos and videos?
A.2
• Photos: at least 2000 x 2000 pixels and no bigger than 10MB
• Video: at least 1280 x 720 pixels and no bigger than 200 MB
Q.3
Can I edit a photo or video after uploading?
A.3
Once your photo or video is uploaded, it is not editable. You can view your post in “Your Profile” page. When it is approved, other members can view, like and share your post.
Q.4
Why I can’t see my photo or video in the member’s “Passions” section after clicking the “Upload Now” button?
A.4
All posts will be reviewed and need to be approved by the FWD MAX programme before it is shared with other members. You can view “Your Profile” to see your uploaded post.
Q.5
When do I receive MAX Points for my posted photo or video?
A.5
Subject to the monthly earning quota for posting photo or video, MAX Points will be credited to your account once your post is approved. You may refer to FWD MAX Earning Guide for more details.
Q.6
How long is the approval process for posts?
A.6
FWD MAX aims to review posts within 48 hours but it may take longer if exceptional circumstances arise.

Q.1
Why is my personal data collected?
A.1
We collect your personal data in order for us to process your registration and provide you with the services under the programme. For details of the use of personal data in the programme, you may refer to the FWD MAX Privacy Statement.
Q.2
How can I update my personal data of FWD MAX?
A.2
You can always update your personal data through your “Profile Detail” in “Your Profile”.
Q.3
Will my personal data be kept after membership termination?
A.3
We will take practicable means to ensure that no personal data is kept for longer than necessary. All personally identifiable data will be eliminated or deleted from the programme within 30 days once an account termination request is received from you.
Q.4
Why am I not receiving emails from FWD MAX?
A.4
It may be because emails from FWD MAX have been inadvertently blocked, in which case you may contact your email services provider for help, or the emails are sent to your spam folder. It is also possible that a previous communication sent to you is returned and we therefore invalidate your email address so that no emails are sent after that. If you wish to receive emails from FWD MAX again, please check your communications preferences.
Q.5
Why am I still receiving emails even if I have unsubscribed from FWD MAX’s mailing list for updates or promotional materials?
A.5
If you have unsubscribed from our mailing list, please allow 7 days for your request to be processed. Please also check that you have chosen not to receive our emails in the “Communications Email” section under “Profile Detail” in “Your Profile”. If the problem persists, please contact us for assistance. However, you will still able to receive servicing emails such as claimed rewards confirmation email in order for us to provide the normal services to you.
Q.6
How can I unsubscribe from FWD MAX’s mailing list to stop receiving updates and news?
A.6
You can unsubscribe at any time by updating your communications preference in the “Communications Email” section under “Profile Detail” in “Your Profile”, or you can click the “unsubscribe” link at the bottom of a received email. Please allow 7 working days for your unsubscribe request to be processed.
Q.7
What is the requirement of creating password?
A.7
Your account password should use a minimum of 8 characters and include at least 3 of the following character types: lower-case letter, upper-case letter, digit, and special character.

Q.1
What is the recommended browser for FWD MAX?
A.1
FWD MAX is compatible with all major browsers and operating systems. However, for optimal experiences, you should use the most recent version of the browser/operating system. If you access FWD MAX with an older version, you may not be able to enjoy the programme fully.
Recommended browsers:
  • Windows: Microsoft Edge, Mozilla Firefox or Google Chrome
  • Mac OS: Mozilla Firefox, Safari or Google Chrome
  • Android (Version 6 or above): Google Chrome
  • iOS (iOS 10 or above): Safari or Google Chrome
Q.2
What is the recommended screen resolution and screen size?
A.2
FWD MAX has been designed for a screen resolution of at least 1280 x 768. For optimal viewing, the screen of your mobile device should be at least 5”.

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