Faqs.docx 5j6459

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space space ; or 2. to your Online Portal via our website and click on the ‘Card Balance’ tab; or 3. Call us. After hours, our Interactive Voice Response (IVR) will guide you accordingly.

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

How do I keep track of my spending? Your statement of history is made available when you to your Online Portal via our website. You can view and/or 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 .

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 detail(s). Should I inform you? Yes, please. You may: 1. Call us; and 2. Write to us; or 3. and complete the “Service Request Form” from our website then email/fax it back to us.

Prepared by: Shareena

Approved by: Page 7 of 20

FAQs for Website Last updated: 25 October 2016

It is important that you inform us of any changes in your 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 have zero balance for three (3) consecutive months, your Card will automatically be terminated.

CARD APPLICATION What are the key requirements, and conditions to apply for the Card? 1. 2. 3. 4.

Applicant must be at minimum 18 years of age. Full payment of ing Fee is applicable. Applicant must have a valid email address. 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, port, 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 balance (via SMS). 8. No income requirement. 9. Funds must be preloaded into the Card prior to usage. 10. The maximum Card 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.




Why do I need a Malaysian mobile number and mailing address? A Malaysian mobile number will enable you to check your Card 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 - [email protected]; or  Fax; or  Post.

How soon can I get my Card? The Welcome Pack will be delivered to the ed Malaysian address within fourteen (14) business days upon approval, submission of ing documents (if any) and ing fee payment.

What if I don’t fulfil the 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 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 ? Subject to a total Card limit of *RM10,000.00, you can reload at the following channels: Reload Channels Finexus’ Reload Agent Financial Process Exchange (FPX) e-Pay accepting merchants (subject to merchants’ acceptance) CIMB Clicks & ATMs


*Amount Any amount

Reload Reflected

Any amount Within 30 mins RM30.00 – RM500.00 per reload CIMB Bank Berhad Minimum of RM1.00

Within 24 hours



Cash Deposit Machines (CDMs) – notes only

Minimum of RM10.00

How do I reload my Card using FPX online banking platform? To use this reload method, you must have a bank 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) b) c) d)

at www.finexuscards.com Ensure your pop-up blocker is disabled. Select ‘Reload Card’ Click on the ‘FPX’ icon

e) f) g) h)

Enter your Reload amount Re-confirm the reload amount You will be transferred to the FPX platform Select your bank and complete the verification process

IMPORTANT: To ensure funds are reflected in your Card , 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 with CIMB Bank and access to its online banking facilities. You will be charged RM1.00 + GST per successful transaction.




1. 2. 3. 4. 5. 6. 7.

to ‘www.cimbclicks.com.my’; Select ‘Pay Bills’ and Bank Number to transfer funds from; Under ‘CIMB Clicks’ line, select ‘FINEXUS Cards – Card Reload’; Key in the requested details shown on the screen; Click ‘Proceed to Payment’; Key in TAC (Transaction Authorisation Code); 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 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 ’ed Bills’ list. The next time can select just ’ed Bills’ instead of ‘Open Bill Payment’. Your card number is saved in the system as a ed 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 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 ed 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;




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 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  and complete the “Service Request Form” from our website then email/fax it back to us.

What happens to my Card 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 . Transfer Fees are chargeable and will be deducted from your Card (subject to total funds availability). Our Call Centre Agent will 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.

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  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 (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 ed 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 (subject to total funds availability). Our Call Centre Agent will 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 instantly. After hours, our Interactive Voice Response (IVR) will guide and assist in blocking your Card 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 to your Online Portal and click on the ‘Apply New Card’ tab; 2. Complete and/or update your information accordingly; 3. Pay the ing Fee; and 4. Click on ‘Application Status’ tab to your latest Identification documents, if any.




How soon can I get my new Card? Your new Card will be delivered to the ed Malaysian address (free of charge) within fourteen (14) business days upon approval, submission of ing documents (if any) and ing 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 (subject to total funds availability). Our Call Centre Agent will 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-ed 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 . Transfer Fees are chargeable and will be deducted from your Card (subject to total funds availability). Our Call Centre Agent will 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  and complete the ‘Opt-In/Opt-Out Request Form’ from our website then email/fax it back to us.




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 ed 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 s 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 ed mobile phone number. Step 1: Please ensure that your latest mobile phone number is ed 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 ed mobile phone number. Step 4:




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 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 ed during this process. This ed 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 ed 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 us to unblock this service.

Would I be able to know whether my mobile phone number has been updated correctly? Your ed mobile phone number will be displayed on our authentication page as “A OneTime PIN has been sent to your mobile number 6012-****888….” If the mobile number displayed on the screen differs, please 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 less payment feature that lets you make small ticket-size purchases faster by tapping on a less card reader. With Visa payWave, you simply tap your Visa




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 less payment technology features a distinctive less symbol on the card face. The less 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 less 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 less 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.




Is there any chance that a payment amount may be deducted twice from my ? 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 less 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 g 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:




   

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 to your Online Portal 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. 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 ing 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 to your online portal and click on the ‘Request PIN/Change PIN’ tab.

Do I need to enter my PIN for Visa payWave (less) transactions? No, you need not. If your less card has a PIN, the terminal will prompt for PIN after your card is tapped on the less reader for transaction amounts above RM150.00. However, low-value less transactions do not require PIN or signature.




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 less transactions do not require PIN;  Transactions performed at terminal not yet ing 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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