Client funds are held in an iFAST Pay Client Trust Account, separate from iFAST Pay’s operating funds. These funds are not used for iFAST Pay’s business operations or to offset any debts or obligations owed by iFAST Pay to the bank.

This arrangement helps safeguard client funds by keeping them segregated from iFAST Pay’s own assets.

• Never share your Card or Card Account details with anyone.

• Keep your Card number, PIN, CVV and FSMOne login credentials/password secure.

• Do not save Card details in unverified password managers or third-party apps.

• Watch out for phishing emails, SMS, calls and fake websites — do not click suspicious links or share details.

• Only shop on trusted websites, and use a strong FSMOne password.

• Keep your device and apps updated, and enable app notifications.

• Monitor your transactions regularly and keep your contact details current.

• Freeze your Card immediately if you notice any suspicious activity.

You can install the FSMOne app on your new device and log in to continue using iFAST Pay.

Note: A 12-hour cooling-off period will apply when you link iFAST Pay to a new device. You will be notified once the cooling-off period has ended.

To close your account, contact our Client Services Team to obtain and submit the iFAST Pay Account Closure Form.

Before closing your account, please make sure that:

• There are no ongoing disputes.

• All transactions have been fully settled.

• Any remaining Card Account balance has been withdrawn or transferred.

Once your Card Account closure is confirmed, your Card Account, Physical Card and Digital Card will be terminated. Your Cards can no longer be used for any transactions, including recurring payments.

If your account becomes dormant, contact our Client Services Team to request reactivation. You will need to complete the required verification process before your account can be reactivated.

You may contact us using either of the following methods:

• Email us using your registered email address. We will contact you to complete a verification process before reactivating your account.

• Call us at +603-2149-0567 to complete the verification directly.

Once verification is successful, your account will typically be reactivated within 1–2 business days. We will notify you by email once your account has been reactivated.

If you suspect that your Card has been compromised, freeze the Card immediately to prevent further unauthorised transactions. Your Card Account balance will remain in your Card Account, and any suspicious or unauthorised transactions can be reported to the Client Services Team for investigation.

Alternatively, you can activate the Kill Switch immediately to temporarily restrict your Card Account.

Log in to the FSMOne app → iFAST Pay → Settings → Security & Privacy → Kill Switch.

The Kill Switch is a security feature that allows selected functions or transactions to be temporarily disabled when a potential security risk, system issue or suspicious activity is detected. This helps protect your Card Account and minimise potential impact until the issue is resolved and the affected functions can be safely restored.

Once activated, the following will be temporarily restricted:

• Top-ups

• Withdrawals

• Currency conversions

• Card transactions

• Settings updates

To deactivate the Kill Switch and restore access to your Card Account, contact our Client Services Team. You will be required to complete a verification process before we can restore access to your Card Account.

Yes. When the Kill Switch is activated, you will receive a push notification informing you that the affected feature or function is temporarily unavailable.

Once you have completed the required verification, your account access will generally be restored within the same business day.

If your request is submitted after working hours, on a weekend or public holiday, your account access will be restored on the next business day.

No. Any existing disputes will continue to be handled according to the standard dispute process.

You can freeze or unfreeze your Card through iFAST Pay in the FSMOne mobile application.

(TBC) Note: When your Card is frozen, new Card transactions will be declined. If your card was frozen due to a dispute or an unauthorised transaction, please contact our Client Services Team for assistance. (Need to further clarify the steps and rewrite again)

Upon receiving notification or supporting documents confirming the account holder’s death, we will immediately terminate both the Physical Card and Digital Card.

If the executor or administrator wishes to withdraw the available balance in the iFAST Pay Account, they are required to provide us with the following documents:

a) A certified true copy of the death certificate;

b) A certified true copy of the Letter of Probate (with a will) or Letter of Administration (without a will);

c) A certified true copy of identification card or passport which can prove the identity of the administrator;

Note: We may request additional documents if the documents submitted are incomplete or require further verification.

To ensure that your complaints are addressed independently, promptly, and fairly, please call our Client Services Hotline at 03-2149 0567 or email us at complaints.ifastpay@ifastfinancial.com. Any unresolved issues can also be brought to FMOS at www.fmos.org.my and BNM Link at https://bnmlink.bnm.gov.my.