FAQ

GENERIC QUESTIONS

The FINEXUS VISA Prepaid 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 bank account is necessary for this Card and it will not be linked to any bank account, as it is a stand-alone 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.

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.

The main difference is that this Card utilises the money that is preloaded into the Card Account. Where else a credit card provides a Line Of Credit to be utilised upfront and payment is settled subsequently. A debit card 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.

  • You won’t go into debt; spend within your means;
  • Convenience in making payments for goods or services worldwide at over 24 million merchant outlets that carry the VISA logo;
  • Cash withdrawal from VISA and/or PLUS enabled network ATMs; and
  • As a VISA cardholder, you will enjoy discounts at various VISA accepting merchants worldwide. For more information, visit www.visa.com.

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

Yes. You can BUT you must explicitly provide your consent by calling us at +6 03 8318 3100 (9am-6pm (GMT+8) on weekdays excluding public holidays) or email us at info@finexuscards.com.

Once we received 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 the FINEXUS Cards Call Centre at +6 03 8318 3100 (9am-6pm (GMT+8) on weekdays excluding public holidays).

Please call us immediately at +6 03 8318 3100 (9am-6pm (GMT+8) on weekdays excluding public holidays). After hours, the Interactive Voice Response (IVR) will guide you accordingly. We will block the Card at once and arrange for a replacement card to be issued to you within fourteen (14) business days. A replacement card fee applies.

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

First, you must activate the Card, and then load funds into the Card Account before using. To activate the Card, here are the options:

  1. If you applied online, login and click on the ‘Card Activation’ button; or
  2. Call our FINEXUS Cards Call Centre at +6 03 8318 3100 (between 9am-6pm (GMT+8) on weekdays excluding public holidays)
  3. For latest details, please refer to our website at www.finexuscards.com.

Once the Card is activated, proceed to our Designated 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.

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 – When you pay at the pump, 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 24 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 payment card. Do ask them how much they plan to take as a ‘deposit’. This amount will be put on “hold”. The merchant will ‘release’ the funds after you check out, but sometimes 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 limit is RM2999.00 per day, subject to ATM’s notes disbursement capabilities.

Otherwise, you can spend the amount that is preloaded in you 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.

Yes, please. The following options are provided:-

  1. Call our FINEXUS Cards Call Centre at +6 03 8318 3100 (between 9am-6pm Monday-Friday excluding public holidays); or
  2. Send us a notice in writing to FINEXUS Cards Sdn Bhd, P.O. Box 11695, 50754 Kuala Lumpur; or
  3. Drop us an email notification at info@finexuscards.com.

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.

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.

Protect your Card as if it is your CASH! Keep it in a safe place and do not share or divulge your Card number and/or PIN to anyone. It is advisable not to write down your PIN anywhere. If you have to, keep it separately or away from your Card.

Your statement of account history is made available on the online portal. You will need to register for the Online Portal access on our Website (www.finexuscards.com) with the email address provided during application. 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 at +6 03 8318 3100 (9am-6pm (GMT +8) on weekdays excluding public holidays).

*Depending on how many months’ statement is your request, statement request fee is imposed based on your monthly statement cycle. This fee will be debited from your Card Account. Please ensure that you have sufficient funds in your Card Account before making the request.

You have 3 avenues to obtain your latest Card Account Availability:

  1. Login via our website (www.finexuscards.com); or
  2. Call us at + 603 8318 3100 (between 9am-6pm Monday-Friday excluding public holidays); or
  3. If you have a Malaysian mobile number registered with us, SMS to us at 63660. SMS Message: <FINEXUS>space<BE>space<last 6-digits of your card number>. Note: there is no hyphen “-” for 6 digits.

The current payment request will be declined.

No, the EPP is not available for this Card.

Sorry, you cannot.

Your statement of account history is made available on the Online Portal. You will need to register for the Online Portal access on our Website (www.finexuscards.com ) with the email address provided during application. 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 at +6 03 8318 3100 (9am-6pm (GMT+8) on weekdays excluding public holidays).

*Depending on how many months’ statement is your request, a statement request fee is imposed based on your monthly statement cycle. This fee will be debited from your Card Account. Please ensure that you have sufficient funds in your Card Account before making the request.

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

Please call our FINEXUS Cards Call Centre at +6 03 8318 3100 (between 9am-6pm (GMT+8) on weekdays excluding public holidays) to make the request. A new PIN will be delivered to the registered Malaysian address within fourteen (14) business days.

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 Malaysian mailing address.

Yes, it is stated on your Card.

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

If you have any enquiries, please contact us at:

Address:Block B, level 3, Suite 3A & 5, Ativo Plaza, Bandar Sri Damansara,
52200 Kuala Lumpur
Telephone:Call Centre
6 03-6279 9633 (between 9am-6pm (GMT+8) on weekdays excluding public holidays)
Fax number:+6 03-6279 0133
Email: 
 Website: 

CARD APPLICATION

You can apply online via our website.

Payment of the joining fee can be paid upon your login at our website. Latest details of the current designated channels and/or reload centres can be found under the ‘RELOAD’ tab.

  • 1. Applicants must be at minimum 18 years of age.
  • 2. Applicants must provide their valid residential and mailing address in Malaysia (P.O. Box is not accepted). For non-Malaysian, applicants must provide their valid residential address in alphabet-numeric characters.
  • 3. Applicants must submit a valid copy of a government issued identification document (NRIC, Passport, etc.).

CARD RELOAD

This is a prepaid card and it works like any prepaid cards (e.g. Touch-n-Go cards and mobile pre-paid cards), you must first load the funds in your card before use. Once funds are loaded, you can use it at any location that displays the Visa logo worldwide.

The amount depends on the designated channels you choose to reload:

Reload ChannelsAmount
FINEXUS Cards Reload AgentAny amount
e-Pay accepting merchants (subject to merchants’ acceptance)RM30.00 – RM500.00 per reload
Financial Process Exchange (FPX)Any amount
CIMB Bank Berhad
CIMB Clicks & ATMsMinimum of RM1.00
Cash Deposit Machines (CDMs) – notes onlyMinimum of RM10.00
MediumChannelReload Effect
E-PAYE-PAY outletsAfter 15 minutes
CIMBCIMB ClicksThe next day. Reloads done during weekends and/or Public Holidays will be made available on the next business day
ATMs/CDMs
FPXFPXAfter 15 minutes

To use this payment method, you must have a savings or current account with CIMB Bank. You will be charged RM0.50 per successful transaction.

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

To use this payment method, you must have an ATM card with CIMB Bank that is linked to your savings or current bank account(s). You will be charged RM1.00 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. Key in ’022′ for MAA Cards
  4. Key in your Card number and hand phone number
  5. Key in your amount and select the account you wish to make payment from
  6. You will then see the confirmation screen. Please follow the instructions and your reload will be confirmed.
  7. For more convenient subsequent reloads, please save the bill under your “Registered Bills” list and the next time you reload, you can select “Registered Bills” instead of “Open Payment”. You will no longer need to key in your Card number as the system will recognise it as a Registered Bill payment.

You will be charged RM1.00 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. If you do not have your ATM card, press any key or touch the screen to proceed
  2. In the menu, please select Type of Transaction and select “Bill Payment”. Choose “Open Bill Payment”
  3. Key in ’022′ for MAA Cards
  4. Key in your Card number and hand phone number
  5. Confirm your details and “insert cash” screen will be presented
  6. You will then see the confirmation screen
  7. Please insert cash and press “Accept” when the confirmation screen is presented
  8. Please follow instructions and reload will be confirmed
  9. For more convenient subsequent reloads, please register your MAA VISA Prepaid Card under “Preferred Bills ” list and the next time you reload, you can select “Preferred Bills” instead of “Open Bill Payment”. You no longer need to key in your Card number as the system will recognise it as a Registered Bill paymentt

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” (MAA Cards)
  6. Enter your 16-digit 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.

The reload amount will be available within 20 minutes *You will be charged RM2.00 per successful transaction.

  1. Go to 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. Provide Card number and request your reload amount.
  3. The retailer will verify your Card by swiping it in the E-Pay terminal and load the requested amount.

 

Your reloaded amount will be available in your Card Account within 20 minutes. You will be charged up to RM0.70 per successful transaction by your bank. You must have a bank account and its online access facility with any one of the following banks.

  1. Maybank
  2. RHB
  3. Hong Leong Bank
  4. Public Bank
  5. Bank Islam
  6. UOB
  7. AmBank
  8. CIMB Bank
  9. Affin Bank
  10. Alliance Bank
  11. Bank Rakyat
  12. Muamalat

a) Login at www.finexuscards.com
b) Select “Reload Card”
c) Select FPX 
d) Enter your Reload amount
e) Re-confirm the reload amount
f) You will be transferred to the FPX clearing system platform
g) Select your bank and complete the verification process
h) IMPORTANT: To ensure funds are reflected in your card account soonest, kindly ensure you wait then click the ‘Click Here to Complete Your Transaction’ button on the FPX screen.

CANCELLATION

You may cancel your Card via the following options:

  • A notice in writing to FINEXUS Cards Sdn Bhd, P.O. Box 11695, 50754 Kuala Lumpur; or
  • Email notification at info@finexuscards.com; or
  • Call FINEXUS Cards Call Centre at +6 03 8318 3100 (between 9am-6pm (GMT+8) on weekdays excluding public holidays)

(Cancellation requests made via email or call centre must be followed with an instruction in writing).

Upon cancellation request, we will terminate the Card and the Card Account balance will be refunded to you (after deduction of applicable fees and charges) within fourteen (14) business days from the date of request.

Once your Card has been cancelled, we will refund the balance (after deduction of applicable fees and charges) as of the date of cancellation to you via cheque 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 advise on the Transfer Fee to obtain your consent before remitting.

REPLACEMENT

No, your replacement Card will only be delivered to the registered Malaysia mailing address that you have provided with us.

Yes, to request for a replacement Card, please call FINEXUS Cards Call Centre at +6 03 8318 3100 (between 9am-6pm (GMT+8) on weekdays excluding public holidays). A Replacement Card fee applies.

FEE & CHARGES

DescriptionVisa payWave Prepaid Card Fees and Charges
Joining FeeRM28.00
Maintenance FeeRM2.50 per month
Cash Withdrawal Fee
(via VISA or PLUS enabled ATMs)		LocalOverseas
RM1.00 per transactionRM10.00 per transaction
Visa Overseas Transaction FeesThe foreign exchange conversion rate determined by VISA International Ltd + 1% on the transaction amount
Funds Refund FeeLocal Bank AccountsFree
Foreign Bank AccountsFees determined by BNM approved remittance service provider in Malaysia
Balance Enquiry FeeRM1.00 if enquiry is made at a foreign ATM. Other Channels are free of charge.
Sales Draft Retrieval FeeRM15.00 per copy
Statement RequestRM5.00 per monthly statement
Replacement Card FeeRM10.00
Reload ChannelsPer Transaction Basis
FPX (Financial Process Exchange)RM0.70
CIMB ATM / CDMRM1.00
CIMB Clicks (CIMB BANK’s Online Banking)RM0.50
Finexus Cards Reload AgentRM2.00
e-Pay Merchant OutletsRM2.00

ONLINE SHOPPING TRANSACTIONS

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

The One-Time PIN (OTP) is an online authentication service provided by FINEXUS Cards Sdn Bhd (FINEXUS) to give you added security feature and peace of mind when conducting online transaction at the 3D secured participating merchants’ website using your Card.

3D secured is a service facilitated by VISA that lets you transact online securely using your Card. This service is available only on 3D secured merchant sites. It provides a standard and secure method of performing transactions over the Internet by authenticating all parties in online transactions i.e. 3D secured participating merchants, Verified by Visa (VbV) and FINEXUS.

Verified by Visa (VbV) is a service that provides a way to protect your Card usage on the internet. VbV introduces a 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.

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. Otherwise, kindly contact us at +6 03 8318 3100 (between 9am-6pm (GMT+8) on weekdays excluding public holidays)

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

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

Step 4:
Enter the OTP at FINEXUS Cards’ authentication page. Click “OK” to complete the authentication process

There are no charges imposed for every OTP-SMS received.

You need to register your mobile phone number during your Card application process since mobile phone number is a compulsory or mandatory data to be registered during the Card application process. The registered mobile phone number is important as this particular will be captured for the OTP to be sent to you. Should you want to change your personal data including your registered mobile phone number, you need to contact us at +6 03 8318 3100 (between 9am-6pm (GMT+8) on weekdays excluding public holidays).

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

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.

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 at +6 03 8318 3100 (between 9am-6pm (GMT+8) on weekdays excluding public holidays) to enable this service.

Your registered mobile phone number will be displayed at FINEXUS Cards’ authentication page as “A One-Time PIN has been sent to your mobile number 6012-****888….” If the number displayed on the screen is different, please contact us at +6 03 8318 3100 (between 9am-6pm (GMT+8) on weekdays excluding public holidays) to update your mobile phone number.

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

VISA PAYWAVE

The Card enabled with this contactless payment technology feature a distinctive contactless mark  or  on the card face.

Visa payWave is a new payment feature that lets you make purchases faster since you don’t need to fumble for cash. With Visa payWave, you simply wave your Visa card in front of a secure 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 secure reader.

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.

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. This should take no more than half a second. You can choose to have a receipt, but this is optional.

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

In Malaysia, you can use your Visa payWave-enabled card for purchases of up to RM250 per transaction. No signature or PIN is required.

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 enter your PIN for this purchase.

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.

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.

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.

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.

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 & PAY TRANSACTIONS

PIN & PAY aimed at preventing fraud and unauthorised usage of your lost/stolen cards. 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.

You need a PIN for cash withdrawal at Visa or PLUS enabled ATMs worldwide and to complete a purchase at a point-of-sales terminal at the request of the merchant.

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.

In this case, the terminal will process your new PIN Card without prompting for PIN and your signature will be needed for verification.

No. As you do not currently confirm these purchases with a signature, you do not need to use your PIN as confirmation.

You will have three (3) consecutive attempts to enter the PIN correctly. Upon failing all three (3) attempts, your card will be blocked. Please contact us at +6 03 8318 3100 (9am-6pm (GMT +8) on weekdays excluding public holidays) to unblock your card.

Call us at +6 03 8318 3100 (9am-6pm (GMT +8) on weekdays excluding public holidays). A new PIN will be mailed to your last known address in Malaysia within 14 (fourteen) business days.

You can select a PIN for your Card by either logging into your online account or call us at +6 03 8318 3100 (9am-6pm (GMT +8) on weekdays excluding public holidays).If you think that your PIN has been compromised at any point of time, please call us at +6 03 8318 3100 (9am-6pm (GMT +8) on weekdays excluding public holidays).

No, you need not. However, if your transaction amount is above RM250.00, the transaction will be processed as contact transaction by dipping the card into the payment terminal. You will have to enter your PIN for this purchase.

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 signatures.

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

OTHER AVENUES TO RESOLVE DISPUTES

Call BNMTELELINK at 1-300-88-5465 (LINK)(toll free number); or
E-mail to bnmtelelink@bnm.gov.my

Laman Informasi Nasihat dan Khidmat (LINK)
Tingkat Bawah, Blok D
Bank Negara Malaysia
P.O. Box 10922
50929 Kuala Lumpur

Fax : 03-2174 1515
Website : http://www.bnm.gov.my/bnmlink

Call Ombudsman for Financial Services at 03-2272 2811; or
E-mail to enquiry@ofs.org.my

Ombudsman Financial Services
Menara Takaful Malaysia
No.4, Jalan Sultan Sulaiman
50000 Kuala Lumpur

Fax : 03-2272 1577
Website : http://www.ofs.org.my