Frequently Asked Questions

What is myWallet?

myWallet is a virtual prepaid account, which supports up to five multiple cards, both virtual and physical, under one platform.

What is a virtual prepaid card?

A virtual prepaid card comes with its own 16-digit card number that you can use to shop online. Just top up money into your virtual or physical prepaid card via a host of convenient top-up channels and use it to make payment at any online merchant that accepts Mastercard.

What can I use these cards for?

You can use myWallet to shop at all your favourite online retailers including Zalora, Amazon, RedMart and many more. Book movie dates, travel tickets or make hotel reservations online with ease and security. Physical cards come equipped with the latest NFC technology allowing you to tap and go for your purchases. It works like any existing card, which can be used offline and managed online.

How do I sign up?

Sign up for a myWallet account via mobile app or via this link . You will need a valid NRIC/FIN card number and a valid Singapore mobile number.

What are the requirements?

You must be at least 18 years old and only Singaporeans, Singapore Permanent Residents or Foreigners with a valid FIN card residing in Singapore may apply.

Can I have multiple virtual/physical prepaid cards?

You may apply for up to five virtual/physical cards and manage them from your myWallet account.

If I currently have my mobile number registered with a myWallet, can I sign up for a second account using the same mobile number?

No. Every myWallet account must be linked to a unique and valid Singapore mobile number.

Can I sign up for myWallet using my mobile phone?

Yes. You may use your mobile phone to sign up by downloading the mobile app via iOS/Android or simply access the site on your mobile browser via this link.

I just signed up for a myWallet but did not receive any SMS OTP verification. What should I do?

Upon signing up for your myWallet, it may take a few minutes for your verification message to be sent to you. If you still have not yet received your verification message after 10 minutes, request a new verification code to be sent to you via the application by clicking on “Resend OTP”.

If you are still having problems, please contact us at 1800 271 1371 (toll-free) and +65 6271 1371 (international) between 10:00 a.m. to 7:00 p.m., Monday to Sunday (except public holidays) or email us at contactus@matchmove.com. Alternatively, you may send a feedback to us by clicking on “Feedback”.

How long will it take to activate myWallet after I sign up?

myWallet will be activated instantly.

Need more information on myWallet?

If you need further assistance, please email us at contactus@matchmove.com or contact us at 1800 271 1371 (toll-free) and +65 6271 1371 (international) between 10:00 a.m. to 7:00 p.m.(except public holidays), Monday to Friday (except public holidays). You may also head down to our store at Far East Plaza(Above KFC) at our opening hours.

Our opening hours are as follows:

  • Monday to Friday- 11am to 8pm
  • Saturday- 10am to 8pm
  • Sunday- 9am to 9pm
  • Closed on Tuesdays

I have signed up for myWallet, but it asks me to top up my virtual Mastercard.

You will need to top up your virtual Mastercard in order to start paying for your online purchases.

I forgot my password for myWallet. What should I do?

You may reset your password simply by clicking on “Forgot Password” on the login page and following the instructions. If you are still having problems, please email us at contactus@matchmove.com or contact us at 1800 271 1371 (Toll-free) and +65 6271 1371 (international) between 10:00 a.m. to 7:00 p.m., Monday to Sunday(except public holidays).

I forgot mPin for myWallet. What should I do?

You may reset your mPin simply by clicking on “Forgot Pin” on the login page and following the instructions. If you are still having problems, please email us at contactus@matchmove.com or contact us at 1800 271 1371 (Toll-free) and +65 6271 1371 (international) between 10:00 a.m. to 7:00 p.m., Monday to Sunday (except public holidays).

I forgot my password for myWallet. What should I do?

You may reset your password simply by clicking on “Forgot Password” on the login page and following the instructions. If you are still having problems, please email us at contactus@matchmove.com or contact us at 1800 271 1371 (Toll-free) and +65 6271 1371 (international) between 10:00 a.m. to 7:00 p.m., Monday to Sunday (except public holidays).

My available funds are insufficient to complete my purchase. Can I still use my virtual/physical card to complete this purchase?

No. You must ensure that you maintain a sufficient balance in your virtual/physical prepaid card as it is not a credit card.

What are the fees and charges that I will incur for myWallet?

Please refer below for more information.

Account Management Fees
Address change: Free
Refund balance: S$5.00 or 10% (whichever is higher)

Transaction Fees
Foreign exchange: 2.5%
Cross-border: 2.5%

Other Fees
Reactivate a card: S$2.00
Annual Fee: Waived

Withdrawal Fees
Each withdrawal: S$3.50

What am I entitled to when I sign up for myWallet?

When you sign-up and activate myWallet your top up limits to S$500 per transaction and monthly spend limits to S$1500 with all functions of a myWallet except Remittance Services (Cross border fund transfer) and cash withdrawal. Kindly note that your wallet has a capacity of S$500 at any point of time.

What is KYC?

KYC means “Know Your Customer”. It is a process by which information about your identity and address is obtained. KYC enables us to know/understand you and your financial dealings to be able to serve you better and manage risks prudently.

Why should I do KYC?

It is mandatory to do KYC in order to increase your top up limits to S$1000 per transaction and monthly spend limit to S$3000. You will also be allowed to withdraw cash from your myWallet and your wallet has a capacity of S$1000 at one point of time. Kindly note that withdrawal fees do apply at S$3.50 per withdrawal. 

To do KYC, all you have to do is upload the front and back of your NRIC for Singapore citizens or FIN plus a Proof of Address for Foreigners. A proof of address can be in the form of a utility bill and bank statement that has been issued within the last 3 months. Upon uploading your identity documents, our Compliance Officers will approve your account within 1 working day.

How long will it take to increase my spending limit of S$1,000 per transaction after KYC?

Your spending limit of S$1,000 per transaction will be increased upon approval of KYC by our Compliance Officers.

How do I change my personal information such as address and password?

Log into your myWallet and click on “Account Setting” to update your personal information.

Where do I go to view myWallet account balance?

Log into your myWallet to view your account balance.

What are the differences between Total Available Balance and Holding Balance?

Funds in your Total Available Balance are immediately available for making online purchases. On the other hand, funds that are held in the Holding Balance are still processing and cannot be used to make purchases.

How do I view my transaction history?

You will have 24/7 access to view your transaction history of up to 90 days / 99 records after logging in to your myWallet and clicking on “History”.

There is a discrepancy in myWallet balance. What should I do?

If you notice any discrepancy, you must contact us within 30 days of the time and date of the transaction. Please email us at contactus@matchmove.com or contact us at 1800 271 1371 (toll-free) and +65 6271 1371 (international) between 10:00 a.m. to 7:00 p.m., Monday to Sunday (except public holidays).

Will I get a paper statement each month?

No. You will have 24/7 access to view your Transaction History after logging in to your myWallet. Click on “History” from the menu on your dashboard. History of 90 days or up to 99 records will be shown.

Why is there an Overseas Spending Limit?

If you make online purchases using foreign currencies, you may incur foreign exchange fees. This means that your transaction might fail if you try to spend your entire balance without taking into consideration foreign exchange fees. Thus, we recommend a spending limit based on your current available balance to give an indication of how much you can safely spend. This will ensure that you have sufficient funds to complete your purchase.

What is MatchMove Physical Card?

MatchMove Physical Card has the same features as our virtual card. The physical card can be used anywhere that Mastercard is accepted. It is also equipped with the latest NFC technology that allows users to tap and go to make payment.

How do I receive my card?

Personally, visit MatchMove at Far East Plaza #02-50B (above KFC), S228213 during opening hours or request to receive the card via post.

How do I activate the card?

  1. Sign up for myWallet
  2. Scan your physical card via QR code reader / Enter the 16-digit card number
  3. Enter the OTP code sent to your registered mobile number
  4. Enjoy your newly activated physical card!

How much does the MatchMove Physical Card cost?

MatchMove Physical Card costs S$ 7.50.

How many cards can one user activate?

myWallet users may activate up to a total of five (5) cards. This limit can be a combination of both physical and virtual cards.

How do I use myWallet in the Apple iTunes Singapore store?

Before you are able to make any purchase on Apple iTunes or an in-app purchase, you are required to add the myWallet Virtual Mastercard Wallet into your Apple ID.

NOTE: Do ensure that you have at least S$2.00 in your Available Balance before you proceed to add the virtual card into your iTunes account. To find out why, read “Why am I being charged an extra USD 1 for my iTunes/PayPal transaction even though I did not purchase anything or my transaction didn’t go through?” under the Transaction Issues FAQs.

If you are using an iPhone/iPad..

Step 1: Go to “Settings”

Step 2: Select “iTunes & App Store”

Step 3: Click on your “Apple ID: xxxx@xxx.com” profile

Step 4: “View Apple ID”

Step 5: Key in your iTunes password

Step 6: Click on “Payment Information”

Step 7: Select “Mastercard” under Payment Type. Key in your card number, card expiry date and billing address accordingly. Generate a dynamic CVC in your myWallet account and key it in as well.

Step 8: Click on “Done” to complete the addition of your card to your iTunes account.

If you are using iTunes on PC/laptop…

Step 1: Open up your “iTunes” programme.

Step 2: If you have not signed in with your Apple ID on this computer, go to “Store” on the menu bar and select “Sign In.”. If you have already linked your Apple ID with the iTunes store on this computer, click on “View Account” and key in your iTunes password to proceed.

Step 3: Look for “Payment Information” and click on “Edit” to add your card.

Step 4: Select “Mastercard” under Payment Type. Key in your card number, card expiry date and billing address accordingly. Generate a dynamic CVC in your myWallet account and key it in as well.

Step 5: Click on “Done” to complete the addition of your card.

Why is there a charge for my iTunes / PayPal / Google Play Singapore Store transaction even though I did not purchase anything?

The extra USD 1 charge is also known as a Temporary Authorization Fee. This is NOT an additional charge when you make a purchase/payment. This is a verification process made by the merchant to ensure that your virtual card is in good standing and is valid. The Temporary Authorization Fee will be released back into your myWallet within 7 days. To find out more, please refer to these links:
https://www.paypal.com/sg/webapps/helpcenter/helphub/article/?solutionId=FAQ463&topicID=FEES_CA&m=TCI https://support.google.com/googleplay/answer/98966?hl=en

If you still have not received your refund after 7 days, please email our Customer Service at contactus@matchmove.com or call us at our helpline from Monday to Sunday at 10:00 a.m. to 7:00p.m. (except public holidays) at 1800 271 1371 (toll-free line) or +65 6271 1371 .

Can I get a refund if I wish to terminate my account?

  • For accounts that have NOT done KYC.

Yes, your available balance of less than S$80 will be refunded to you upon termination. No refunds in excess of S$80 unless you have been through the face-to-face verification with our Compliance Officer.

  • For accounts that have done KYC.

Yes, your available balance will be refunded to you upon termination.

How do I generate my CVC code?

Simply log in to your myWallet account, select the desired card to be used for payment and tap on “Get CVC” to generate a new CVC for each transaction. The CVC code expires every 10 minutes, dramatically enhancing the security level of online transactions.

How do I top up myWallet account?

The following are the top up channels:

1. Credit/ Debit Cards

Please follow the steps accordingly through the myWallet app.

2.1 DBS/POSB/OCBS Mobile Banking apps

1.Log in to your iBanking account using mBanking app

2.Select Pay Bills and Cards > Pay Other Bank Credit Cards.

3.Log in with your IB Secure Device or SMS.

4.Add Other Bank Credit Card Recipient.

5.Key in the Cardholder’s Name and 16 digit card number.

6.Click confirm to add other Bank Credit Card Recipient.

7.Select recipient that you have created.

8.Enter your top up amount

9.Click confirm to complete your top up.

10.Your top up will be credited to your account for POSB and DBS instantly or up to 3 days.  For OCBC, it will take 2-3 days.

2.2 DBS/POSB/OCBS iBanking 

1.Visit iBanking site, and log in using your internet banking account.

2.Select Pay Bills and Cards > Pay Other Bank Credit Cards.

3.Log in with your IB Secure Device or SMS.

4.Add Other Bank Credit Card Recipient.

5.Key in the Cardholder’s Name and 16 digit card number.

6.Click Confirm to Add Other Bank Credit Card Recipient.

7.Select recipient that you have created.

8.Enter your top up amount.

9.Click confirm to complete your top up.

10.Your top up will be credited to your account for POSB and DBS instantly or up to 3 days.  For OCBC, it will take 2-3 days.

3. Over 600 cash top up locations 

1. Search and go to a cash top up location.
2. Inform the cashier that you would like to top up your MatchMove myWallet, the amount and your phone number.
3. Request for a receipt and check your myWallet account. Your top up will be credited to your account instantly.

4. eNets

Please follow the steps accordingly through the myWallet app.

Important:
1. The pop-up blocker should be “disabled” or ‘deactivated” to allow a successful top-up.
2. If you are an iPhone user => Kindly follow the below steps before performing the top-up:
Go to iPhone/Setting/Safari/Block Pop-ups = disabled/OFF.
3. If you are an Android user => The pop-up blocker is usually deactivated by default. However, it is recommended that the setting is verified by going through the browser/settings/Block Pop-ups.

Will I be charged a fee for topping up myWallet?

Payment providers will charge you for utilizing their services to top up your myWallet. These fees will vary based on the payment provider you choose. MatchMove does not charge any extra fees. For more information, please refer to our Fees and Charges below.

DBS/POSB iBanking or mBanking

  • Bank Charges: Free
  • Transaction Time: Instant to 3 days

OCBC iBanking

  • Bank Charges: Free
  • Transaction Time: 3 days

Credit/Debit Card

  • Bank Charges: 2.50%
  • Transaction Time: Instant to 3 days

Cash Top Up

  • Charges S$0.30 per top up
  • Transaction Time: Instant

eNets

  • Bank charges: 2.80%
  • Transaction Time: Instant to 3 days

How do I transfer credit to another myWallet account?

Log into your myWallet account and click on the “Send/Request” tab. You can choose to send money to another myWallet account via email or mobile number. Enter a message and the amount, which you would like to send and then click on “Send Money”. You will be able to transfer money to another myWallet account for unlimited number of times.

Do I have to verify my identity in order to send or receive money locally?

No, you do not have to verify your identity in order to send or receive money locally.

How do I know if someone has transferred money to me?

You will receive an SMS on your mobile phone when someone successfully transfers funds to you.

I received a SMS notification informing me to claim money; however, I am unable to claim it after I clicked on the link. Why?

You were unable to claim funds that have been sent to you most likely due to the following reasons:

  1. Your funds have already expired as they have not been claimed 7 days after they have been sent.
  2. The sender cancelled the transfer before you could claim it.
  3. You may have already claimed the funds.

Please check your transaction history or contact the sender who has sent you the funds directly. You can view your transaction history of up to 90 days/ 99 records after logging in to your myWallet and clicking on “History”.

How do I claim funds that have been transferred to me?

Step 1: Click on the URL inside the SMS notification that has been sent to you.

Step 2: Log into your myWallet account.

Step 3: Click on “Claim/Cancel”.

Your available balance will be updated within 15 minutes once you’ve completed your claim.

Note:

Please make sure that you log into the same myWallet account in which the funds were transferred into. Unclaimed funds will expire and returned to sender’s myWallet account after 7 days.

Can I transfer funds to a non-myWallet account?

You can still transfer money to your friend if he/she does not have a myWallet account mobile number. Your friend will be required to sign up for a myWallet account using the same mobile number which you transferred the money to. Your friend can then proceed to claim the money just like any other user.

Can I transfer money from myWallet to a BOSS Mobile Money account?

Yes. You can transfer money to a BOSS Mobile Money account.

How do I know if I’ve successfully transferred funds to another myWallet account?

It will be reflected under the “History” feature. You can view your transaction history of up to 90 days / 99 records after logging in to your myWallet and clicking on “History”.

 

How do I know if my friend has successfully claimed the funds?

It will be reflected under the “ History” feature. You can view your transaction history of up to 90 days / 99 records after logging in to your myWallet and clicking on “History”.

Are there any charges for using the “Send/Request” function in the myWallet?

No, myWallet does not charge you any fee for using our “Send/Request” function. myWallet does not deduct any money from your account without your permission.

Can I cancel funds that I have transferred?

Yes, you may cancel the funds you’ve transferred, as long they have not been claimed. Go to the “Claim/Cancel” tab and cancel the transaction that you wish to do so. You will be able to cancel any of the pending transfers. Please allow up to 15 minutes for your Available Balance to be updated. History of 90 days or up to 99 records will be shown.

Can I send or claim funds out if my card is suspended?

No, you will not be able to transfer or claim any funds if your card is suspended.

I transferred funds to another account but the transaction isn’t reflected in my transaction history page or deducted from my Total Available Balance. Why?

It may take up to 15 minutes for your “History” page and your Total Available Balance to be updated. Thank you for your patience and understanding. History of 90 days or up to 99 records will be shown.

Am I able to withdraw cash?

Only when you have done KYC, you are able to do cash withdrawal. Kindly note that you can withdraw cash using these participating ATM of member banks from the atm5 network: http://bit.ly/2f6xOY1. Withdrawal fees do apply at S$3.50 per withdrawal.

Do I have to verify my identity in order to remit?

Yes, you do have to verify your identity in order to remit. All account holders will need to complete a face-to-face verification personally in order to activate the remit function at Far East Plaza #02-05B(Above KFC), Singapore 228213.

Our opening hours are as follows:

  • Monday to Friday- 11am to 8pm
  • Saturday- 10am to 8pm
  • Sunday- 9am to 9pm
  • Closed on Tuesdays

How do I deposit/credit money into the account for me to do the remittance?

Please refer to the top up list.

Where can I remit/send money to?

You can send money instantly to the following countries:

  • Philippines (Coming Soon)
  • Bangladesh (Coming Soon)
  • Indonesia (Coming Soon)
  • India (Coming soon)

How long does it take to send/remit the money to the recipient?

The money will be transferred immediately to your recipient.

What is the amount that I can remit/send money?

There is no minimum amount, but you can remit/send money up to S$1,000 per transaction, and monthly sending limit of S$3,000.

Where do we get our remittance history?

You can find your remittance transaction information of up to 90 days / 99 records after logging in to your myWallet and clicking on “History”.

Why is my SMS OTP not showing or delivered to me?

A. Samsung series Android phone users

You may not be receiving your SMS OTP due to your phone’s message filter settings. Kindly perform the following troubleshooting steps to remove the message filtering.
Step 1: Open your “Message” Inbox

Step 2: Go to “Settings” and scroll to “Spam Message Settings”

Step 3: Select “Spam settings” -> Go to “Add to spam number” and “Add to spam phrases” and delete any short code that you have added.

Please also make sure that “Block unknown senders” is un-ticked.

If there is any antivirus application installed on your device, please also kindly uninstall the antivirus app.

B. iPhone users

Kindly perform the following steps below to unblock “MatchMove” from your iPhone’s blocked list:-

Step 1: Launch the “Settings” app on your iPhone or iPad.

Step 2: Select either “Message”, “Phone”, or “FaceTime”. Any one of these three options will work.

Step 3: Scroll down and select “Blocked”.

Step 4: Tap on “Edit” at the upper right-hand corner.

Step 5: Tap on the red button next to the “MatchMove” to unblock

Step 6: Select “Unblock” to confirm.

Can I still view my transactions if my cards are cancelled?

You may still log in to your myWallet and view your transaction history of up to 90 days / 99 records after logging in to your myWallet and clicking on “History”. However, your cancelled card will no longer be available to you.

How do I cancel a card?

Please contact customer service at 1800 271 1371 to cancel a card. For International calls, you can contact us at +65 6271 1371.

How do I reactivate a suspended card?

Please contact customer service at 1800 271 1371 to reactivate a suspended card. For International calls, you can contact us at +65 6271 1371. A reactivation fee of S$2 will apply.

I want to suspend one of my virtual cards. How do I do it?

To suspend a virtual card, simply log in to your dashboard and click “Suspend”. Select a card and proceed to suspend it. This process is immediate and that virtual card may not be used after that.

Need more information on myWallet?

If you need further assistance, please email us at contactus@matchmove.com or contact us at 1800 271 1371 (toll-free) and +65 6271 1371 (international) between 10:00 a.m. to 7:00 p.m., Monday to Sunday (except public holidays). You may also head down to our store at Far East Plaza(Above KFC) at our opening hours.

Our opening hours are as follows:

  • Monday to Friday- 11am to 8pm
  • Saturday- 10am to 8pm
  • Sunday- 9am to 9pm
  • Closed on Tuesdays