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FAQs for Website

Last updated: 25 October 2016

Table of Contents
GENERIC QUESTIONS .............................................................................................................................. 4
What is a Finexus-Issued Visa Prepaid Card (the Card)? .................................................................... 4
What is a Card Account? ..................................................................................................................... 4
Can I use the Card like a credit card? .................................................................................................. 4
How is this prepaid card different from a credit or debit card? ......................................................... 4
What are the benefits of having the Card?......................................................................................... 4
How can I obtain my online portal account? ...................................................................................... 5
What do I need to do before I can use my Card? ............................................................................... 5
Are there any types of transactions I should notify you before transacting? .................................... 5
Are there any special types of transactions I should know about before I shop? .............................. 6
What happens if I have insufficient funds for my current payment? ................................................. 6
How do I prevent my Card from unauthorised usage?....................................................................... 6
Where can I check my current Card Account Availability? ................................................................. 7
What if my Card Account balance has insufficient funds for fee deduction(s)? ................................ 7
How do I keep track of my spending? ................................................................................................. 7
Can I request a hardcopy of my current month’s statement before the statement date? ................ 7
I have changed my contact detail(s). Should I inform you? ................................................................ 7
Do I have to pay the RM50 government service tax every year? ....................................................... 8
Can I use Easy Payment Plan (EPP) facility for purchases with my FINEXUS Visa Prepaid Card? ....... 8
Can I apply for a supplementary Card? ............................................................................................... 8
Does my Card have an expiry date?.................................................................................................... 8
What will happen if my Card is inactive? ............................................................................................ 8
CARD APPLICATION ................................................................................................................................. 8
What are the key requirements, terms and conditions to apply for the Card? ................................. 8
How do I apply for the Card? .............................................................................................................. 8
Why do I need a Malaysian mobile number and mailing address? .................................................... 9
How do I submit my physical application? ......................................................................................... 9
How soon can I get my Card? ............................................................................................................. 9
What if I don’t fulfil the terms and conditions?.................................................................................. 9
CARD RELOAD ......................................................................................................................................... 9

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Why do I need to load the Card? ........................................................................................................ 9


Where and how much can I reload into the Card Account? ............................................................... 9
How do I reload my Card using FPX online banking platform? ........................................................ 10
How do I reload my Card using CIMB Clicks?.................................................................................... 10
How do I reload my Card using the ATM at CIMB? .......................................................................... 11
How do I reload my Card using CDM at CIMB? ................................................................................ 11
Reload via CDM WITH CIMB’s ATM card ...................................................................................... 11
Reload via CDM WITHOUT CIMB’s ATM card ............................................................................... 11
How do I reload my Card via ePay? .................................................................................................. 12
CANCELLATION...................................................................................................................................... 12
How do I cancel my Card?................................................................................................................. 12
What happens to my Card Account balance if I cancel my Card? .................................................... 12
CARD REPLACEMENT ............................................................................................................................ 13
How do I get my replacement Card? ................................................................................................ 13
Can you deliver my replacement Card to an address other than my mailing address? ................... 13
I have lost my Card. What should I do? ............................................................................................ 13
ONLINE SHOPPING ................................................................................................................................ 13
Can I use this Card to shop online? ................................................................................................... 14
What is One Time PIN (OTP)? ........................................................................................................... 15
What is online shopping transaction with One-Time PIN (OTP) security feature? .......................... 15
What is 3D secured? ......................................................................................................................... 15
What is the Verified by Visa service (also known as 3D secured service)?....................................... 15
How does online transaction with OTP security feature works?...................................................... 15
Do I need to pay for the OTP I received on my SMS? ....................................................................... 16
How do I register my mobile phone number to receive OTP? ......................................................... 16
How do I request for an OTP? ........................................................................................................... 16
If I did not receive my OTP within 1 minute, what should I do?....................................................... 16
What happens if I have entered an invalid OTP up to 3 times? ....................................................... 16
Would I be able to know whether my mobile phone number has been updated correctly? .......... 16
Would I be able to continue shopping online after my mobile phone number has been updated
successfully?...................................................................................................................................... 16
VISA PAYWAVE ...................................................................................................................................... 16

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What is Visa payWave? ..................................................................................................................... 16


How to identify a Visa payWave Card? ............................................................................................. 17
What are the benefits? ..................................................................................................................... 17
How do I use my Visa payWave enabled card? ................................................................................ 17
How close does the card need to be near the reader? .................................................................... 17
Is there a limit on the value of goods you can purchase with Visa payWave technology? .............. 17
What happens if I try to purchase goods over the limit? ................................................................. 17
Can I get a receipt after I make the payment? ................................................................................. 17
Is there any chance that a payment amount may be deducted twice from my account? ............... 18
Can I unknowingly make a purchase if I walk past the reader?........................................................ 18
Is this technology secure? ................................................................................................................. 18
Where can I make payWave payments? .......................................................................................... 18
PIN AND PAY TRANSACTION ................................................................................................................. 18
What is a PIN? ................................................................................................................................... 18
What is a Chip and PIN Transaction? ................................................................................................ 18
Why do I need a PIN? ........................................................................................................................ 18
What are the benefits of a PIN?........................................................................................................ 18
Can I change my PIN?........................................................................................................................ 19
How will I know when to use my PIN or my signature? ................................................................... 19
What happens if I use my new PIN Card at a terminal not supporting PIN? .................................... 19
Do I need to use my PIN for online purchases, telephone and/or mail orders? .............................. 19
What happens if I enter the wrong PIN? .......................................................................................... 19
What should I do if I forget my PIN? ................................................................................................. 19
Do I need to enter my PIN for Visa payWave (contactless) transactions? ....................................... 19
Do I need to enter a PIN whenever I use my Card in Malaysia? ....................................................... 20
Will I be able to use my card outside of Malaysia? .......................................................................... 20

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GENERIC QUESTIONS
What is a Finexus-Issued Visa Prepaid Card (the Card)?
The Card is a cashless payment instrument that allows you to purchase goods and services at
all VISA accepting merchants WORLDWIDE. It also allows cash withdrawal at any of the
Automated Teller Machines (ATMs) that display the VISA and/or PLUS logo.

Funds must be loaded into your Card Account prior to usage. You may only use the Card
according to available funds preloaded into your Card Account.

No credit check or opening of a bank account is necessary for this Card. It will not be linked
to any bank account, as it is a stand-alone Card Account.

What is a Card Account?


A Card Account is a virtual account created after the Card is activated. All preloaded funds will
be kept in this account. Please ensure that this Card Account is preloaded with sufficient funds
before any transaction is made.

Can I use the Card like a credit card?


Yes, you may use the Card to make purchases at all VISA accepting merchants, online
purchases and cash withdrawals. However, you can only spend the amount you have
preloaded into the Card Account.

How is this prepaid card different from a credit or debit card?


The main difference is that this Card utilises the money that is preloaded into the Card
Account. Whereas a credit card provides a Line Of Credit to be utilised upfront and payment
is settled subsequently. As for a debit card, it is virtually linked to your bank account where
funds are directly deducted from.

This prepaid card is similar to a prepaid mobile account; you are required to have credit in
your phone account before any calls can be made. In this same manner, the Card can only be
used when there is sufficient credit.

What are the benefits of having the Card?


 You won’t go into debt; spend within your means;
 You will enjoy the convenience and security of not carrying large amounts of cash;
 Convenience in making payments for goods or services worldwide at over 24 million
merchant outlets that carry the VISA logo;
 Cash withdrawal from any VISA and/or PLUS enabled network ATMs; and

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 As a VISA cardholder, you will enjoy discounts at various VISA accepting merchants
worldwide. For more information, visit www.visa.com.

How can I obtain my online portal account?


Step 1 : Proceed to www.finexuscards.com.
Step 2 : Click on the ‘SIGNUP’ tab on the Home Screen and it will guide you
accordingly.
Note: please ensure the ‘User ID’ is the same email address as stated in your card application
form.

What do I need to do before I can use my Card?


You must activate the Card prior to loading funds into the Card Account. To activate the Card,
here are the options:
1. Login to your online portal account and click on the ‘Card Activation’ button; or
2. Call us.

Once the Card is activated, proceed to our Reload Channels to load your Card Account.

Do not forget to sign the signature panel on the back of your card upon activation before
carrying out any transactions.

Are there any types of transactions I should notify you before transacting?
Yes, there are. You must explicitly provide us your consent to transact overseas and card-not-
present transactions (i.e. good/services paid and/or delivered via telephone, mail, fax or
internet (including mobile apps) and/or recurring payments).

To provide your consent, please:


 Call us; or
 Download and complete the ‘Opt-In/Opt-Out Request Form’ from our website then
email/fax it back to us.

Once we have received and updated your consent, you can use the Card for purchases at any
VISA accepting merchants and you may withdraw cash at any VISA and/or PLUS enabled ATMs
worldwide. This is subject to the availability of funds in your Card Account. *Fees and charges
will be imposed accordingly.

To avoid any inconvenience, please ensure that you have sufficient funds in your Card Account
before usage. For security reasons, it is advisable that you notify us on your travelling plans
in advance by calling us or email to us at info@finexuscards.com.

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Are there any special types of transactions I should know about before I
shop?
Yes, there are. There some types of transaction whereby the merchant will ‘hold’ your funds
for a short period of time, like a refundable deposit. Therefore, the withheld amount will not
be available until the merchant ‘releases’ it. Please be mindful of the following types of
transactions and also ensure you have sufficient funds in your Card Account:

Petrol Stations – in Malaysia, when you pay at the self-service kiosk, the merchant will
‘embargo’ RM200 in your Card Account, even though you didn’t pump petrol of that value.
The unutilised funds will be released within 72 hours back into your Card Account. To avoid
this, best to proceed to the cashier counter and pay the exact amount with the Card.

Hotels – some hotels will ask for a ‘deposit’ upon your check-in with a payment card. Do ask
them how much they plan to take as a ‘deposit’. This amount will be put on “hold” in your
Card Account. The merchant will ‘release’ the funds after you check out, but sometimes it
may take a few days.

Recurring Payment – if you sign up for this, please ensure you have sufficient funds in your
Card Account before its due date.

For cash withdrawal, the daily limit is RM2,999.00, subject to the ATM's notes disbursement
capabilities.

Otherwise, you can spend the amount that is preloaded in your Card Account. However, your
maximum Card Account limit at any one time is RM10,000.00.

However, if you intend to make a large purchase with the Card, it is strongly recommended
to call/email us prior to making the purchase to avoid any inconveniences.

What happens if I have insufficient funds for my current payment?


The current payment request will be declined.

How do I prevent my Card from unauthorised usage?


Protect your Card as if it is your CASH! It is very important to keep your card, card number,
PIN or password from being misused or being used to commit fraud. These are some
precautions:
 You must change or select your preferred PIN before using your card. Ensure your PIN is
not easy to guess by avoiding numbers that can be associated with you such as:
o Birth dates, months or years in any form or combination;
o Sequential number (as such 456789) and easily identifiable number combinations
(as such 111111);
o Other easily accessible personal numbers such as telephone numbers, driving
license, identity card number or other personal data.

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 Sign the card as soon as it is received;


 Do not allow anyone else to have or use the card;
 Do not keep a written record of your PIN;
 Do not allow another person to see your PIN when you enter it or if it is displayed;
 Do not disclose your PIN to any other person;
 Regularly check that you still have your card;
 Notify us immediately if you become aware that your card has been compromised; and
 Change your PIN immediately if you become aware that your PIN has become known to
someone else.

Where can I check my current Card Account Availability?


You have 3 avenues to obtain your latest Card Account availability:
1. With your Malaysian mobile number registered with us, you may SMS to ‘63660’. SMS
message: <FINEXUS>space<BE>space<last 6-digits of your Card number>; or
2. Login to your Online Portal account via our website and click on the ‘Card Account
Balance’ tab; or
3. Call us. After hours, our Interactive Voice Response (IVR) will guide you accordingly.

What if my Card Account balance has insufficient funds for fee deduction(s)?
If the Card Account has insufficient funds, the outstanding fee(s) is accumulated and
immediately deducted once the Card Account is reloaded. For more details, please refer to
the Card Agreement.

How do I keep track of my spending?


Your statement of account history is made available when you login to your Online Portal
account via our website. You can view and/or download your monthly statements for the last
six (6) months.

You may request for a *hardcopy statement for up to seven (7) years by calling us. *fees are
imposed and will be debited from your Card Account.

Can I request a hardcopy of my current month’s statement before the


statement date?
Sorry, you may not. However, you may view your recent transactions online.

I have changed my contact detail(s). Should I inform you?


Yes, please. You may:
1. Call us; and
2. Write to us; or
3. Download and complete the “Service Request Form” from our website then email/fax
it back to us.

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It is important that you inform us of any changes in your contact details to ensure that all
correspondences reach you in a timely manner.

Do I have to pay the RM50 government service tax every year?


No. The Government Service Tax is not applicable for a prepaid card.

Can I use Easy Payment Plan (EPP) facility for purchases with my FINEXUS
Visa Prepaid Card?
No, the EPP is not available for this Card.

Can I apply for a supplementary Card?


Sorry, you cannot.

Does my Card have an expiry date?


Yes, it is printed on your Card.

What will happen if my Card is inactive?


Should your Card Account have zero balance for three (3) consecutive months, your Card will
automatically be terminated.

CARD APPLICATION
What are the key requirements, terms and conditions to apply for the Card?
1. Applicant must be at minimum 18 years of age.
2. Full payment of Joining Fee is applicable.
3. Applicant must have a valid email address.
4. Applicant must provide their valid residential and mailing address in Malaysia (P.O. Box is
not accepted).
5. Applicants must submit a valid copy of a government issued identification document
(NRIC, Passport, etc.).
6. For non-Malaysian:
a. applicant must provide their valid residential address in their home country
detailed only in alphabet-numeric characters; and
b. Valid/Recent Visa entry documents by the Malaysian Authorities.
7. Applicant must have a Malaysian mobile number to obtain the Card Account balance (via
SMS).
8. No income requirement.
9. Funds must be preloaded into the Card prior to usage.
10. The maximum Card Account limit is RM10,000.00 at any one time.

How do I apply for the Card?


You can apply for Card online here. Please click on the ‘Apply Now’ icon and follow the
instructions accordingly.

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Why do I need a Malaysian mobile number and mailing address?


A Malaysian mobile number will enable you to check your Card Account Balance via SMS.

All correspondence from us will only be mailed to your last-known Malaysian mailing address
only.

How do I submit my physical application?


You may submit the completed application deck by:
 Email - app@finexuscards.com; or
 Fax; or
 Post.

How soon can I get my Card?


The Welcome Pack will be delivered to the registered Malaysian address within fourteen (14)
business days upon approval, submission of supporting documents (if any) and joining fee
payment.

What if I don’t fulfil the terms and conditions?


Any of the following may occur:
 Your application will be rejected.
 You are unable to obtain the full card services provided by us.

CARD RELOAD
Why do I need to load the Card?
This is a prepaid card and it works like any prepaid cards (e.g. mobile pre-paid cards), you
must first load the funds into your Card Account before use. Once funds are loaded, you can
use it at any location that displays the Visa logo worldwide.

Where and how much can I reload into the Card Account?
Subject to a total Card Account limit of *RM10,000.00, you can reload at the following
channels:

Reload Channels *Amount Reload Reflected


Finexus’ Reload Agent Any amount
Financial Process Exchange
Any amount
(FPX)
Within 30 mins
e-Pay accepting merchants
RM30.00 – RM500.00 per
(subject to merchants’
reload
acceptance)
CIMB Bank Berhad
CIMB Clicks & ATMs Minimum of RM1.00 Within 24 hours

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Cash Deposit Machines (CDMs)


Minimum of RM10.00
– notes only

How do I reload my Card using FPX online banking platform?


To use this reload method, you must have a bank account and its online banking facility with
any one of the banks listed below. You will be charged RM0.70 + GST per successful
transaction by your bank.
1. Affin Bank / Affin Islamic
2. Alliance Bank / Alliance Islamic Bank
3. AmBank/AmBank Islamic
4. Bank Muamalat
5. Bank Rakyat (not available for Corporate)
6. CIMB Bank/CIMB Islamic
7. Deutsche Bank (not available for Retail)
8. Hong Leong Bank/Hong Leong Islamic Bank
9. HSBC/ HSBC Amanah (not available for Retail)
10. Kuwait Finance House
11. Maybank/Maybank Islamic
12. OCBC Bank
13. Public Bank/Public Islamic Bank
14. RHB Bank/RHB Islamic Bank
15. Standard Chartered/Standard Chartered Saadiq
16. UOB
(for more information and the latest participating entities, please refer to:
http://www.myclear.org.my/fpx/banks-tpa.html).

a) Login at www.finexuscards.com
b) Ensure your pop-up blocker is disabled.
c) Select ‘Reload Card’
d) Click on the ‘FPX’ icon

e) Enter your Reload amount


f) Re-confirm the reload amount
g) You will be transferred to the FPX platform
h) Select your bank and complete the verification process

IMPORTANT: To ensure funds are reflected in your Card Account, kindly ensure you click the
‘Here to Complete Your Transaction’ button on the FPX screen.

How do I reload my Card using CIMB Clicks?


To use this payment method, you must have a bank account with CIMB Bank and access to its
online banking facilities. You will be charged RM1.00 + GST per successful transaction.

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1. Login to ‘www.cimbclicks.com.my’;
2. Select ‘Pay Bills’ and Bank Account Number to transfer funds from;
3. Under ‘CIMB Clicks’ line, select ‘FINEXUS Cards – Card Reload’;
4. Key in the requested details shown on the screen;
5. Click ‘Proceed to Payment’;
6. Key in TAC (Transaction Authorisation Code);
7. Print out acknowledgement page with details of the complete transaction.

How do I reload my Card using the ATM at CIMB?


To use this payment method, you must have an ATM card with CIMB Bank. You will be charged
RM1.00 + GST per successful transaction.

1. Insert your ATM card and enter your ATM PIN number;
2. In the menu, select ‘OTHERS’ and choose ’BILL PAYMENT’ followed by ’OPEN BILL
PAYMENT’;
3. Please key in ’022′ code for Finexus Cards;
4. Enter your 16-digit Finexus Card number and your mobile number;
5. Key in your reload amount and select the bank account you wish to transfer funds from;
6. You will then see the confirmation screen. Please follow the instructions and your reload
will be confirmed.
7. To ease subsequent reloads, please save your Finexus VISA Prepaid Card under
’Registered Bills’ list. The next time can select just ’Registered Bills’ instead of ‘Open Bill
Payment’. Your card number is saved in the system as a Registered Bill payment.

How do I reload my Card using CDM at CIMB?


You will be charged RM1.00 + GST per successful transaction.
Reload via CDM WITH CIMB’s ATM card
Please follow these steps:
1. Insert your ATM card and select your preferred language;
2. Please select Type of Transaction and select ’BILL PAYMENT’. Choose ’OPEN BILL
PAYMENT’;
3. Please Key in ’022′ code for Finexus Cards;
4. Enter your 16-digit Finexus card number and your mobile number;
5. Please follow instructions and reload will be confirmed.
6. To ease subsequent reloads, please register your Finexus VISA Prepaid Card under
‘Preferred Bills’ list. The next time you can just select ’Preferred Bills’ instead of ’Open Bill
Payment’. Your card number is saved in the system as a Registered Bill payment.
Reload via CDM WITHOUT CIMB’s ATM card
Please follow these steps:
1. Please DO NOT insert your Card into the machine;
2. Please press any key on the CDM or touch the screen to proceed;
3. Select your language;

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4. Choose ’BILL PAYMENT’ option;


5. Please key in ’022 ’ code for Finexus Cards;
6. Enter your 16-digit Finexus card number;
7. Enter your mobile number (twice);
8. View to confirm the details on the screen;
9. Insert your cash into the slot;
10. Confirm the number of notes and value deposited.
11. Keep the confirmation slip for your record.

How do I reload my Card via ePay?


You will be charged RM2.00 + GST per successful transaction.

1. Go to any selected e-pay outlets. These outlets are usually found at major convenience
stores, retail outlets, pharmacies, petrol stations, electronic chain stores and independent
retailers.
2. Present your Card and state your reload amount.
3. The retailer will verify your Card by swiping it on the E-Pay terminal and load the
requested amount.

For a complete listing of ePay merchant enabled to reload your Card reload, please visit
http://www.e-pay.com.my/locator.

CANCELLATION
How do I cancel my Card?
To initiate your request, you may:
 Call us for immediate cancellation then; or
 Download and complete the “Service Request Form” from our website then email/fax it
back to us.

What happens to my Card Account balance if I cancel my Card?


Once your Card has been cancelled, we will refund the balance (after deduction of applicable
fees and charges) within thirty (30) business days from the date of request by way of a cheque
and mailed to your last known address in Malaysia or any other means that we may make
available from time to time. Note that you are still liable for all transactions that have been
made with your Card prior to its termination date.

For foreigners not based in Malaysia or who will be returning to their home country, we will
perform an international transfer to your home country’s bank account. Transfer Fees are
chargeable and will be deducted from your Card Account (subject to total funds availability).
Our Call Centre Agent will contact you to advice on the Transfer Fee and obtain your consent
before remitting.

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If we are unable to reach you, the balance funds will be sent to the Registrar of Unclaimed
Moneys under the provision of the Unclaimed Moneys Act 1965 (Act 370). For more details,
please refer to the Card Agreement.

CARD REPLACEMENT

How do I get my replacement Card?


To initiate your request, you may:
 Call us for immediate cancellation of your previous Card then; or
 Download and complete the “Service Request Form” from our website then email/fax it
back to us.

A replacement Card fee is chargeable. Any balance funds in the Card Account (after deduction
of applicable fees and charges) will be transferred to the newly activated Card free of charge.

Can you deliver my replacement Card to an address other than my mailing


address?
No, your replacement Card will be delivered to the latest registered Malaysia mailing address
that you have provided with us at no cost.

The cost of postage for any request to have the Card delivered outside of Malaysia will be
borne by you and deducted from your Card Account (subject to total funds availability). Our
Call Centre Agent will contact you to advice on the charges and obtain your consent prior to
initiating the card replacement process.

I have lost my Card. What should I do?


Please call us immediately to deactivate your Card Account instantly. After hours, our
Interactive Voice Response (IVR) will guide and assist in blocking your Card Account
immediately too.

EXPIRE CARD
My Card is about to expire, what should I do?
Prior to the expiration of your Card, you will need to purchase a new Card. To purchase a new
card:
1. Please login to your Online Portal account and click on the ‘Apply New Card’ tab;
2. Complete and/or update your information accordingly;
3. Pay the Joining Fee; and
4. Click on ‘Application Status’ tab to upload your latest Identification documents, if any.

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How soon can I get my new Card?


Your new Card will be delivered to the registered Malaysian address (free of charge) within
fourteen (14) business days upon approval, submission of supporting documents (if any) and
joining fee payment.

If you require your Card to be posted outside of Malaysia, the postage cost will be borne by
you and deducted from your Card Account (subject to total funds availability). Our Call Centre
Agent will contact you to advice on the charges and obtain your consent prior to initiating the
card application process.

What about my balance funds in my expiring Card?


After the activation of your new Card, the balance in your old Card will be transferred to the
new Card.

Will my new Card carry the same card numbers as my previous Card?
Your new Card will have a different set of numbers. Therefore, please ensure you update the
new card number at any merchant or website you have pre-registered your card for payment
(i.e PayPal, YES, etc).

I don’t want to purchase a new Card, what happens to my balance funds?


Upon your request, any balance funds (after deduction of any outstanding fees and charges)
shall be refunded to you by way of cheque and mailed to your last known address in Malaysia
or any other means that we may make available from time to time.

For foreigners not based in Malaysia or who will be returning to their home country, we will
perform an international transfer to your home country’s bank account. Transfer Fees are
chargeable and will be deducted from your Card Account (subject to total funds availability).
Our Call Centre Agent will contact you to advice on the Transfer Fee and obtain your consent
before remitting.

If we are unable to reach you, the balance funds will be sent to the Registrar of Unclaimed
Moneys under the provision of the Unclaimed Moneys Act 1965 (Act 370). For more details,
please refer to the Card Agreement.

ONLINE SHOPPING
Can I use this Card to shop online?
Yes you can BUT you need to explicitly provide us your consent by:
 Calling us; or
 Download and complete the ‘Opt-In/Opt-Out Request Form’ from our website then
email/fax it back to us.

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What is One Time PIN (OTP)?


One-Time PIN (OTP) is a numeric code that is only valid for a single transaction when you
perform online payment transactions. The OTP is sent via SMS to your registered mobile
phone number with us. This OTP is mandatory to enable you to validate and complete your
online purchase.

What is an online shopping transaction with One-Time PIN (OTP) security


feature?
The sending of an OTP is an online authentication service provided by us to give you added
security feature and peace of mind when conducting internet purchases at the 3D secured
participating merchants’ website using your Card.

What is 3D secured?
3D secured is a service facilitated by VISA that lets you transact online securely using your
Card. This service is available only at 3D secured merchant sites. It provides a standard and
secure method of performing transactions over the internet by authenticating all parties
involved, meaning the 3D secured participating merchants, Verified by Visa (VbV) and us.

What is the Verified by Visa service (also known as 3D secured service)?


Verified by Visa (VbV) is a service that provides a way to protect your Card usage on the
internet. VbV introduces an OTP protection during an internet purchase to authenticate the
customer. The requirement of your OTP prevents unauthorised usage of your Card on the
internet, giving you more confidence about making secured purchases online. The goal of VbV
is to create the same trust and confidence amongst merchants and customers that exist in a
face-to-face shopping environment.

Our Card supports Verified by Visa (VbV) service.

How does online transaction with OTP security feature works?


It simplifies online shopping because you no longer have to memorise an online PIN. Instead,
the OTP will be sent to your registered mobile phone number.

Step 1:
Please ensure that your latest mobile phone number is registered with us.

Step 2:
When shopping online, enter your Card’s particulars at the merchant’s website.

Step 3:
You will be automatically redirected to our authentication page. An OTP will be sent via SMS
to your registered mobile phone number.

Step 4:

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Enter the OTP at our authentication page and click “OK” to complete the authentication
process.

Do I need to pay for the OTP I received on my SMS?


There are no charges imposed for this service.

How do I register my mobile phone number to receive OTP?


You need to provide your mobile phone number during card application. It is a mandatory
data to be registered during this process. This registered mobile phone number is defaulted
to enable us to send the OTP-SMS accordingly.

How do I request for an OTP?


You do not need to request for an OTP. When you are shopping online, an OTP will be sent to
your registered mobile phone number automatically during your check-out process. You will
be asked to enter the OTP at our authentication page. Then, click “OK” to complete the
authentication process.

If I did not receive my OTP within 1 minute, what should I do?


If you did not receive your OTP within 1 minute, you can request again for another OTP by
clicking on the “Resend One-Time PIN” button. However, you can only request for a maximum
of 3 times for each transaction. To continue, please click on the “Cancel” button to close the
window and start with a new online transaction.

What happens if I have entered an invalid OTP up to 3 times?


A web message will pop up to inform that your Card is blocked from making further online
transaction due to maximum number of failed attempts. Please contact us to unblock this
service.

Would I be able to know whether my mobile phone number has been


updated correctly?
Your registered mobile phone number will be displayed on our authentication page as “A One-
Time PIN has been sent to your mobile number 6012-****888….” If the mobile number
displayed on the screen differs, please contact us to update your mobile phone number.

Would I be able to continue shopping online after my mobile phone number


has been updated successfully?
Yes. Once your mobile phone number is successfully updated, an OTP will be automatically
sent to your new mobile phone number when you make your online purchases.

VISA PAYWAVE
What is Visa payWave?
Visa payWave is a contactless payment feature that lets you make small ticket-size purchases
faster by tapping on a contactless card reader. With Visa payWave, you simply tap your Visa

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card in front of a secured reader at the sales counter, and you’re on your way. The card has
an embedded chip, which contains a tiny antenna that securely transmits payment
instructions to and from a secured reader.

How to identify a Visa payWave Card?


The Card enabled with this contactless payment technology features a distinctive contactless
symbol on the card face. The contactless symbols are represented with either one of the
following icons:

or

What are the benefits?


Using a Visa payWave-enabled card is a quicker and more convenient way to make purchases.
You don’t have to sign a receipt or enter a PIN, just wave-and-go. Visa payWave saves time
on both sides of the counter – shorter transaction times mean you spend less time in queues.
There’s no more fumbling for cash, counting change or worrying if you have enough cash for
the purchase. It’s also a more secure way of paying because the card doesn’t leave your hand
at checkout counter.

How do I use my Visa payWave enabled card?


Look out for a Visa payWave reader displaying the contactless symbol and the VISA logo at
the point of sale. Once the cashier enters the purchase amount into the terminal, hold your
card within 4cm of the secure contactless reader. Your transaction is confirmed when the
green indicator lights up and you see a display message confirming that your transaction has
been successful.

How close does the card need to be near the reader?


You should hold your Visa payWave-enabled card within 4cm of the card reader.

Is there a limit on the value of goods you can purchase with Visa payWave
technology?
In Malaysia, you can use your Visa payWave-enabled card for purchases of up to RM150 per
transaction. No signature or PIN is required. This RM150 limit however is subject to change.

What happens if I try to purchase goods over the limit?


For purchases exceeding this amount, the retailer will process the transaction the usual way
by dipping the card into an EMV-chip card payment terminal. You will have to then sign for
this purchase or enter a PIN.

Can I get a receipt after I make the payment?


Visa payWave is designed to let you make a paperless wave-and-go payment, but you can
request for a receipt if one is required.

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Is there any chance that a payment amount may be deducted twice from my
account?
No. Visa payWave terminals are designed to accept only one transaction per card at a time.
As a safeguard, each transaction must be either complete or void before another one can take
place.

Can I unknowingly make a purchase if I walk past the reader?


No. Visa payWave is designed to ensure that the cardholder is always in control. The retailer
must first have entered the purchase amount for approval and your card has to be held in
very close proximity to the card reader (within 4 cm) in order for a transaction to take place.
Terminals can also only process one payment transaction at a time.

Is this technology secure?


The Visa payWave platform is based on secure EMV chip technology, which provides both
data protection and transaction security via the use of keys and the latest encryption
technology. Visa payWave transactions are processed through the same, reliable payment
network as EMV chip and magnetic strip transactions.

Where can I make payWave payments?


You can make a Visa payWave transaction at retailers across the world. Look for the
contactless symbol and the VISA logo on card readers at the checkout counter.

PIN AND PAY TRANSACTION


What is a PIN?
A Personal Identification Number (PIN) is a secret code selected by you to prove ownership
of your card. PINs for Malaysian-Issued cards consist of six (6) digits.

What is a Chip and PIN Transaction?


Your Card is embedded with an EMV Chip and requires you entering a PIN to complete the
purchase. This is aimed at preventing fraud and unauthorised usage if your card is lost or
stolen. You are required to enter your 6-digit PIN to authorise payments at point-of-sales
terminals instead of signing the sales receipt. This is why you must always keep your PIN
secret. These features are mandated by Bank Negara Malaysia.

Why do I need a PIN?


You need a PIN for cash withdrawal at any Visa or PLUS enabled ATMs worldwide and to
complete a purchase at a point-of-sales terminal at the request of the merchant. The same
PIN can be used for both cash withdrawals at ATMs and payments at point-of-sales terminals.

What are the benefits of a PIN?


With PIN-enabled technology, comes a new level of security and convenience. The benefits
include:

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 Tighter security as only you know your PIN to approve transactions using your card;
 Faster transaction as you do not need to sign the transaction slip;
 You have better control as you can choose/change your PIN at anytime, anywhere as long
as you have internet access;
 You are protected from any fraudulent transaction should you lose your card or if your
card is stolen.

Can I change my PIN?


Yes, you can. Please login to your Online Portal account and click on the ‘Request PIN/Change
PIN’ tab.

Ensure your PIN is not easy to guess by avoiding numbers that can be associated with you
such as:
 Birth dates, months or years in any form or combination;
 Sequential number (as such 456789) and easily identifiable number combinations (as such
111111);
 Other easily accessible personal numbers such as telephone numbers, driving license,
identity card number or other personal data.

How will I know when to use my PIN or my signature?


The merchant’s sales assistant will prompt you to enter your PIN, if need be. Remember to
NEVER to reveal your PIN to anybody regardless of who they may be.

What happens if I use my new PIN Card at a terminal not supporting PIN?
In this case, the terminal will process your new PIN Card without prompting for PIN and your
signature will be needed for verification.

Do I need to use my PIN for online purchases, telephone and/or mail orders?
No. As you do not currently confirm these purchases with a signature, you do not need to use
your PIN as confirmation.

What happens if I enter the wrong PIN?


You will have three (3) consecutive attempts to enter the PIN correctly. Upon failing all
attempts, your card will be blocked. Please call us to unblock the Card.

What should I do if I forget my PIN?


Please login to your online portal account and click on the ‘Request PIN/Change PIN’ tab.

Do I need to enter my PIN for Visa payWave (contactless) transactions?


No, you need not. If your contactless card has a PIN, the terminal will prompt for PIN after
your card is tapped on the contactless reader for transaction amounts above RM150.00.
However, low-value contactless transactions do not require PIN or signature.

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Do I need to enter a PIN whenever I use my Card in Malaysia?


No, not all transactions at point-of-sales terminals will require PIN:
 Low-value contactless transactions do not require PIN;
 Transactions performed at terminal not yet supporting PIN will still use signature.

Will I be able to use my card outside of Malaysia?


Yes. However, PIN requirements vary between countries. Rather than entering your PIN,
your signature may be required instead.

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