1.Freeze your Card

• Go to iFAST Pay Dashboard → Select your Card → Freeze Card.

• Once your Card is frozen, any further Card transaction attempts will be declined.

2.Report the transaction

• Report the unauthorised Card transaction details through the app.

• Provide the Card transaction details transaction details and any supporting information to help us investigate the case.

We encourage clients to review their Card transaction history regularly and report any suspicious or unauthorised transactions as soon as they notice them.

You can click here to submit a dispute For a smoother investigation process, please provide the following information: 

• Transaction date and amount;

• Merchant name;

• Reason for the dispute; and

• Any supporting documents (if available)

Please provide complete and accurate information to help us with the investigation. Missing or incomplete details may delay the investigation process.

You may submit a dispute if you do not recognise or authorise a transaction, or if you encounter any of the following transaction issues:

1. Duplicate Transaction.

2. Refund Not Received.

3. Subscription Cancelled.

4. Unauthorised Transaction.

5. Unexpected Debit by Merchant.

Yes. You may contact the merchant directly, as they may be able to resolve the issue more quickly. Alternatively, you can submit a dispute to us for further assistance.

We will review your dispute and update you on the outcome within 3–5 working days. If we need more information, we will notify you via push notification and email.

If your dispute is accepted, we will submit it to Visa for further investigation. The investigation may take up to 30 calendar days from the date we receive all the required information. The actual time frame may vary depending on the complexity of the case. There is no fee for submitting a dispute.

We will provide updates through push notification or email. You may also contact our Client Services Team and provide your dispute reference or transaction details to follow up the status.

If your dispute is successful, the eligible amount will be credited back to your Card Account. We will notify you of the outcome via push notification and email.

If your dispute is unsuccessful, we will notify you of the outcome, including the reason, via push notification and email.

If you no longer wish to continue with the dispute, contact our Client Services Team as soon as possible. We will check and advise whether the dispute can still be withdrawn based on its current status.

Refunds will always be credited to your MYR Card Account, regardless of the currency used for the original payment.

If the original transaction was made in a foreign currency, the refund amount will be converted to MYR before being credited to your MYR Card Account. The amount you receive may differ from the amount originally paid due to changes in the applicable exchange rate.

Example:

You make a purchase of USD 100, which is charged as MYR 425 based on the applicable exchange rate at the time of purchase. If the merchant later refunds USD 100, the refund will be converted to MYR based on the applicable exchange rate at the time of the refund. As a result, you may receive MYR 420 instead of the original MYR 425.

The refunded amount may also differ as cross-border processing fees (if any) may not be refundable. For details about a specific refund, contact the merchant directly.

Yes. We will monitor your Card for suspicious transactions to help protect your Card Account. If a transaction appears suspicious, we will send you a push notification or email to confirm whether you authorised it.

If we do not receive a response from you and continue to detect unusual activity, we may temporarily block your Card to help protect your account.

Note: Your other iFAST Pay services will remain available while your card replacement and dispute are being processed.

Fraudulent transactions can happen in different ways, including:

• Your Physical Card is lost or stolen.

• Your Card is copied during an in-store transaction.

• Your Card details are exposed through a merchant or website with weak security.

• Someone gains unauthorised access to your Card information.

• You are tricked by a scam into making a payment or transaction.

To protect your Card Account and funds, do not share your FSMOne login credentials, authentication details, Card information or Card PIN with anyone. Regularly review your Card Account and Card transaction history and immediately report any suspicious or unauthorised activity through the Help Centre.

Freeze your Card immediately through iFAST Pay via the FSMOne mobile application to prevent further transactions.

Contact our Client Services Team if you need help to freeze the Card. If you notice any transaction you did not make, submit a dispute as soon as possible.

Your liability for unauthorised transactions will depend on the circumstances, including whether you took reasonable steps to keep your Card, PIN and Card Account details secure and reported the incident promptly. You may be responsible for losses resulting from negligence. 

If your Card is lost or stolen, or you notice a suspicious transaction you did not make, freeze your Card immediately and contact our Client Services Team as soon as possible to report it. Reporting it early can help prevent further unauthorised transactions and keep your Card Account safe.

Your Card may be temporarily frozen if we detect unusual activity or do not receive your confirmation regarding a suspicious transaction. This security measure helps protect your Card Account. You will be notified if further action is required. Follow the instructions provided or contact our Client Services Team for assistance.

After you report a compromised Card or unauthorised transaction, your Card may be frozen to prevent further unauthorised transactions. The reported transaction will also be reviewed and investigated.

If you believe your Card Account was restricted by mistake, contact our Client Services Team for assistance. Our team will review your Card Account status and advise you accordingly.