If you notice a transaction that you did not make, take these steps immediately:

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

• Provide relevant supporting document (if available)

Please provide complete and accurate information to help us with the investigation. 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.

We will review your dispute and update you on the outcome of the acceptance for the dispute within 3-5 business 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 and email. 

Meanwhile, you may monitor the status of your dispute by login to FSMOne app → iFAST Pay → Recent Transactions (See all) → Under Dispute Tab.

Alternatively, 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 to your Card Account. We will notify you of the outcome via push notification and email.

If your dispute is unsuccessful, we will provide you the outcome together with the reason through 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. Due to the differ exchange rate, 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 have a monitoring process in place to regularly check your Card transactions for unusual or suspicious activity to help protect your account and money. If we notice any unusual or suspicious activity, we may send you a push notification and email to check whether you authorised the transaction.

If we don't hear back from you and continue to notice suspicious activity, we may temporarily block your Card while we carry out further security checks.

Your account security matters to us! While these security checks may cause some inconvenience, they help protect your account and money from potential fraud.

As a friendly reminder, we will never ask for your password, PIN, CVV, or any other authentication details via email, SMS, or phone call. If you receive any suspicious messages or calls, please contact our Client Services team for assistance.

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 but not limited to:

• Your Physical Card is lost or stolen.

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

• Your Card details may have been exposed through an unsecured or untrusted website.

• 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 Card, 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 Client Services team.

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.

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