StarHub SmartWallet FAQ

1. What is NFC?

Near Field Communication (NFC) is a short-range wireless communication technology that allows a device, usually a mobile handset to transact with payment terminals or collect data from another device or NFC tag at close range not more than 4 centimeters.

2. How is NFC useful to me?

NFC leverages on the existing contactless infrastructure which is already available for retail payment. When enhanced onto a NFC supported mobile handset, it enables you with the added convenience of having a payment facility via the handset. For example, to make a payment using the NFC handset, simply tap your mobile handset at a contactless payment terminal at supporting retail outlets.
StarHub leverages on NFC to introduce SmartWallet as a new form of payment services to StarHub Mobile postpaid customers.

3. What is SmartWallet?

SmartWallet is a mobile value-added service from StarHub offering you a personal mobile wallet on the go providing total convenience and security. It allows you to store various payment cards such as ez-link cards and major bank contactless credit cards on SmartWallet and use them to pay for your purchases via a NFC supported mobile handset securely and quickly. In addition, you may browse, save and redeem merchant coupons along with the payment for some of the payment card, all in a single tap.

4. Who can subscribe to SmartWallet?

SmartWallet is only available to all StarHub Mobile postpaid customers.

5. What are the payment cards supported on SmartWallet at launch?

The payment cards below are currently available for subscription:
- DBS One.Tap MasterCard*
- NFC ez-link purse 
- NFC FEVO Prepaid MasterCard issued by EZ-Link Pte Ltd

* Supports usage of merchant coupons during payment.

6. How do I subscribe to SmartWallet?

To subscribe to SmartWallet, you can visit the Marina Bay Link Mall, Plaza Singapura, VivoCity or nex StarHub Shop or Customer Service Centre to subscribe to SmartWallet service and replace your current SIM card to StarHub NFC SIM card.  You will also be advised to purchase a NFC mobile handset if you do not have one.  However, to enable your NFC handset to make payment, you will also need to apply for or have your desired payment cards, which will be subject to the terms and conditions of the relevant card issuers.

7. How much do I have to pay to subscribe to SmartWallet?

There is no monthly subscription required to subscribe to SmartWallet service but there will be one-time charges as described below:

^Valid till 31 May 2013.
* Fee will be waived until 30 June 2013.

8. How much do I have to pay to subscribe to the payment cards?

Please refer to the table below for the summary of the charges applicable for each payment card. You can preloaded the NFC ez-link purse and/or NFC FEVO MasterCard onto your StarHub NFC SIM card.

~ Valid till 31 May 2013 or while stocks last.

*  Please note that the $5 ez-link store value is not encoded in the NFC SIM, you will need to update the ez-link purse using the SmartWallet or EZ-Link app, which can be downloaded from Google Play

9. Will I incur any data charges when using SmartWallet?

Data usage will be deducted from your mobile bundle (if any) or MaxMobile data plan. Prevailing rate apply to excess data usages.

Note: Usual data roaming charges will apply if you are accessing SmartWallet overseas.

10. What is the average data usage when accessing SmartWallet and downloading of payment card information or coupons?

Data usage varies based on your usage of the SmartWallet App but on average, it should not exceed 5 mb per month (excluding an 15 mb download of the App).

11. Can I use SmartWallet when I am overseas?

Yes, you are able to use SmartWallet at merchants accepting MasterCard Paypass with either the DBS One.Tap MasterCard or NFC FEVO Prepaid MasterCard when oversea. However, usual credit or debit cards charges from the bank and usual data roaming charges will apply.

12. How do I use SmartWallet?

To use the service, you can access the service menu via the SmartWallet App.

13. How are my payment cards credentials protected in SmartWallet?

The NFC SIM card issued for SmartWallet is fully certified for use in NFC payment by various global payment standards authorities such as EMVCo, MasterCard, VISA as well as EZ-Link. All information is encrypted and stored both in a special memory area called the "Secure Element" of the SIM as well as during over-the-air data transfers between the NFC-enabled handset and the payment terminal. Additionally, any access to NFC services on the SmartWallet App is protected by a six-digit security Passcode. This means that a consumer needs to enter the Passcode before using the NFC services on SmartWallet. Other security mechanisms implemented include a timeout of 30 seconds for executing the transaction with the selected payment card and automatic shut down of the SmartWallet App after 2 minutes of no activity. All these features enable StarHub's SmartWallet users to enjoy NFC payment and lifestyle services with peace of mind.

14. What happens to my payment cards if I change to a new SIM card?

Please see below for information related to each payment card:
- DBS One.Tap MasterCard
- NFC ez-link purse
- NFC FEVO Prepaid MasterCard

15. Who do I call for help for problems with SmartWallet?

If your problem is pertaining to:

- DBS One.Tap MasterCard-related enquiries (including transactions such as disputes and refunds), please contact the 24 hours  DBS Customer Service Hotline at 1800 111 1111.
- NFC ez-link purse and NFC FEVO Prepaid MasterCard related enquiries (including transactions such as top-up and refunds), please contact EZ-Link Customer Service Hotline at 6496 8300, Monday to Sunday, 8am to 6pm excluding public holidays.
- Handset and SIM card related enquiries (including lost handsets & SIM) or to reset your SmartWallet Passcode, please contact our 24-hour Customer Service Hotline at 1633.

16. What do I need to do if I want to terminate the payment cards in my SmartWallet?

Please contact each individual payment service providers below to terminate any payment cards subscribed to SmartWallet accordingly:
- DBS One.Tap MasterCard, please contact the 24 hours  DBS Customer Service Hotline at 1800 111 1111.
- NFC ez-link purse and NFC FEVO Prepaid MasterCard, please contact EZ-Link Customer Service Hotline at 6496 8300, Monday to Sunday, 8am to 6pm excluding public holidays.

17. Will I be able to use the payment cards after I have terminated SmartWallet?

Yes but you will not be able to subscribe to any new payment cards.

18. Why do I not see any stored value in the ez-link purse in the SmartWallet when I first get the NFC SIM?

For security reason, the ez-link stored value is not stored in the NFC SIM. You will need to update the value using the SmartWallet or EZ-Link app, which can be downloaded from Google Play.

SmartWallet App FAQ

General

1. What is SmartWallet App?

SmartWallet App is a mobile application from StarHub that provide an intuitive and attractive graphical user interface to access to the SmartWallet service.

2. How do I get it?

If you had purchased your NFC supported handset from StarHub (refer to the list of supported handset models), it would already be pre-installed in the handset. Otherwise, you can download it from Google Play via your handset for FREE!
 
3. Which are the NFC supported handsets that can be used with it?

The models and operating system supported currently are:

4. If I am not a StarHub subscriber, can I still download it?

Yes, you can still download this app but only StarHub subscribers with StarHub NFC SIM card can access the services in the app.  

5. How do I start using it?

It will be installed in your handset as "SmartWallet" in your application folder. Note: Upon launching it for the first time, you will be prompted to set a Passcode.

6. What is the Passcode?

It is a 6 digits security code that protects your SmartWallet App from any unauthorised access. You should set a Passcode that is known only to you. For security reasons, you will not be allowed to set a Passcode with one number repeated 6 times or 6 numbers in sequential order (e.g. "888888" or "345678")

7. Can the Passcode be changed?

Yes, you can change the passcode via the "Change Passcode" option in the "Settings" menu.  You will be prompted to enter current Passcode once and then the new Passcode twice. Press "Reset" and your Passcode will be changed.

8. What happens if I forget my Passcode?

Please contact our 24-hour Customer Service Hotline at 1633 to reset your Passcode.

9. What happens if I enter my Passcode incorrectly?

You will allowed up to 5 tries to correctly enter the Passcode.  After the 5th incorrect entry, the App will be locked and you will be required to contact our Customer Service Hotline at 1633 to reset your Passcode.

10. If someone holds a reader near my NFC supported handset, can they read the data from SmartWallet?

No, beside your ez-link purse card, all other payment cards stored in SmartWallet will be in an inactive mode till the time you activate it for payment.

11. Why does my SmartWallet application exit after two minutes?

For security purposes, SmartWallet App will exit if there is no activity on the wallet after two minutes to safeguard against unauthorized access.

12. I have received a prompt "SmartWallet is unable to communicate with your SIM card…" after entering my Passcode on my Sony Xperia Sola. What should I do?

This is due to a known issue with Sony Xperia Sola. Please re-enter your Passcode correctly again to login to SmartWallet successfully.

13. I have received a prompt from my Sony Xperia S which requires me to exit SmartWallet and restart my phone to complete the card activation process  after trying to download my payment card. What should I do?

This is due to a known issue with Sony Xperia S. Please exit your SmartWallet App and re-start your phone before launching SmartWallet App again to complete the download process.

14. Nothing happens when I tapped on the NFC terminal to make a payment using SmartWallet on my Samsung GALAXY S III even though the NFC function is enabled (NFC check-box is ticked). What should I do?

This could be caused by a known issue with Samsung GALAXY S III which disables the NFC function after restart. Please disable the NFC function (un-tick NFC check-box) and enable it again (tick NFC check-box) before retrying.

15. I tried to make a payment (e.g. for taxi fares) using NFC ez-link purse in SmartWallet on my Samsung GALAXY S III but nothing happens after a few tries. What should I do?

This could be caused by a known performance issue with the NFC function in Samsung GALAXY S III which results in poor communication with Ez-Link terminals. Please ensure that the NFC function is enabled and bring the handset as close as possible to the terminal when paying a payment.

16. I tried to use my Samsung Galaxy S 4 handset to top up the NFC ez-link purse at the DBS/ POSB ATMs and AXS machines, but it was unsuccessful. Why is that so?
 
This is due to a known issue with Samsung Galaxy S 4. Hence you are not encouraged to use the top-up function with Galaxy S4 at the moment.

Downloading of DBS One.Tap Card onto your NFC SIM Card

17. How do I download a DBS One.Tap Card?

Once you have applied for your DBS One.Tap Card and received an SMS from DBS, you are ready to download your card.  Press "+" button just below the grey DBS One.Tap Card to initiate the download process.  Once completed, the success screen will provide a link to DBS mBanking App to activate your card.  When you return to the DBS One.Tap Card screen, the card will be displayed in full colour.

18. What if I don't activate the DBS One.Tap Card immediately?

You must activate the DBS One.Tap Card before using it to Tap & Pay.  If you do not use the link in the success screen to link to DBS mBanking App, you can use the mbanking link which can be found when you slide the "Press to Pay" to the left to reveal DBS contact details.

19. What if I press the "+" before I receive my acknowledgement SMS from DBS?

The card is not ready until you receive the acknowledgement SMS from DBS.  In this case, the card will not be downloaded and will remain grey.

20. Can I initiate the card download process at any time? 

Yes but you need to ensure there is network connection in order to do so.

Payment

21. How do I make payment with SmartWallet

Under "My Cards", select the card to use (you can swipe left/right to select the payment cards),  click on the "Press To Pay" button and, "tap" the handset at the contactless terminal while the button remains green (active). For the ez-link Purse, it will always be in active mode for payment, therefore you don't need to click on the "Press to Pay" button.

22. How do I turn off the green light on the "Press to Pay" button?

The button will turn off by itself after 30 seconds or you can press the button a second time to turn it off.

23. What if the green light on the "Press to Pay" button cannot be turned on?

You must turn on the NFC function under your handset settings. Otherwise, you will receive a message "Please enable NFC via Settings menu in your mobile handset".

24. Can I use my handset for payment if my battery dies?

You will be able to use your NFC ez-link purse for payment if your battery is flat or if your handset is not turned on. However, you will not be able to use other payment cards stored in SmartWallet.

25. Why are some cards in grey?

Cards in grey are payment cards that have not been activated. Once a card is activated, it will be coloured and ready for use.

Coupons

26. What are "Coupons"?

They are a special feature provided by the SmartWallet App that allows you to use digital discount coupons to enjoy offers along with your payment at selected merchants.

27. How do I find available coupons?

You can find available coupons by selecting "Coupons" in the main SmartWallet menu. At the bottom of the screen, you will find three options:

"My Coupons" shows coupons that you have saved to your handset for future use. These can be accessed at any time, regardless of if your NFC supported handset has any network connection.

"All" shows coupons on the SmartWallet server available to be saved or used immediately. You can filter these coupons by category or search by specific merchant name.

"Nearby" shows the list of coupons available within a 2 km radius of your current GPS location. GPS will need to be turned on in order to view the available coupons. Coupons that have been saved in "My Coupons" will not be shown in "Nearby".

28. How do I use coupons?

You can select "Coupons" at the main menu to see all coupons available for usage. You can filter these by selecting merchant offers nearby, by categories or search within the list for a particular coupon.

Alternatively, under "My Cards", press the "Coupon" button on the right next to the "Press to Pay" button and you will be taken to the "Nearby" coupon screen

The "Coupon" button will be lighted in green to indicate that a coupon is selected and ready to be redeemed. You can then proceed to tap your handset at the payment terminal to make payment with the coupon redeemed. Please note that only one coupon can be redeemed each time for a transaction.

For the coupon which is selected but not redeemed, it will be automatically save in "My Coupon". You can go to "My Coupon" subsequently to view and select the coupon again.

29. How do I find out more about the coupon?

You can tap on the coupon image to see the details including the terms and conditions and description of offers. You can also press the map pin button at the top right of the screen to check the location of where you can redeem it. In order to save it under "My Coupons" folder, press "save" button at the bottom of the screen.

30. How do I delete coupons?

Under "My Coupons" menu, you can click the "X" button next to any of the coupons that you want to delete.

31. Can I use the coupons in my handset with my physical credit card?

No, the coupons in SmartWallet App will only be redeemable when payment is made via NFC payment.

32. Will I be informed if a coupon can be used at the merchant store or location I am in?

No, this feature is currently not available.

33. Can I download the same coupon multiple times?

Each coupon terms and conditions will be dependable on the merchant. Some merchants may limit coupons to 1 per person while others allow multiple coupons per person.

34. My payment was rejected and now one of my coupons has gone missing. What is going on?

As coupon redemption takes place before the payment, the coupon will be removed from the App even if payment fails. You will need to redownload the coupon and attach it for payment again.

35. Why are the coupons displayed in "Nearby" coupon folder not at my location?

Please ensure that your GPS/location service is enabled and Flight/Airplane mode is disabled on your handset.

36. Can I use expired coupons?

Expired coupons cannot be used. A pop up alert message will appear if you attempt to attach an expired coupon.

37. How do I remove expired coupons?

Click on the "Manage Coupons" button located on the top left of "My Coupons" screen. If you have expired coupons, a pop up message will be displayed to ask if you want to delete them.  Alternatively, you can delete one at a time by pressing the "X" button next to that coupon.

38. What will happen to my saved coupons in "My Coupons" if I change my NFC SIM card OR my handset?

Coupons saved in 'My Coupons' will be lost. You may download the coupon again if you have not already exceeded the download limit for that coupon.

39. What will happen if I change my phone mobile number without changing my SIM card?

Coupons saved in 'My Coupons' will still remain.

PayPass Locator

40. What is "PayPass Locator"?

It is a special feature that allows you to locate the stores near you that accepts MasterCard PayPass payment. To use it, click on the "PayPass Locator" function under the main menu.

FAQ for DBS One.Tap MasterCard Paypass Card

1. What is DBS One.Tap MasterCard Paypass?

DBS One.Tap MasterCard Paypass is a new credit card that allows you to perform payment via your NFC supported mobile handset.

2. What are the product features?

You’ll be able to enjoy payment convenience by simply tapping your handset at over 20,000 merchants that accepts MasterCard Paypass.

In addition, you’ll be able to download coupons using the SmartWallet to enjoy additional benefits when making payment.

3. What do I need in order to apply for the DBS One.Tap Card?

You’ll first need to subscribe to StarHub SmartWallet service and replace your current SIM card to an NFC SIM card at any StarHub retail shop. You will also need to have an NFC supported mobile handset.

4. How do I apply for DBS One.Tap Card?

For existing DBS/POSB Credit Cardmembers, you’ll enjoy the convenience of applying for DBS One.Tap Card through DBS iBanking or mBanking App.

For non-existing DBS/POSB Credit Cardmembers, you’ll need to first apply for a DBS/POSB Credit Card before you can apply for DBS One.Tap Card.

If you do not have DBS iBanking access or require assistance with the card application, please contact our 24 hours DBS Customer Service Hotline at 1800 111 1111 for assistance.

5. How do I download the DBS One.Tap Card to my NFC handset?

You’ll receive an SMS from DBS once your DBS One.Tap Card is ready for download. For security reasons, your DBS One.Tap Card details will be available for 30 days from card approval for you to download. You’ll need to request for a replacement card should you attempt to download after 30 days from card approval.

Please avoid places with poor reception (e.g. lifts) when initiating the download. Refer to FAQ for SmartWallet App for instructions on downloading the card onto your NFC SIM card.

6. How do I activate my DBS One.Tap Card?

You may activate your DBS One.Tap Card via DBS iBanking or DBS mBanking App.

For security reasons, please ensure that you have successfully downloaded your DBS One.Tap Card onto the SmartWallet App before activating your card account.

7. How do I pay?

With DBS One.Tap Card on your NFC mobile handset, you will be able to carry out cashless transactions at retail outlets that accept MasterCard Paypass by simply tapping at the payment terminal. The amount will be automatically deducted from your credit limit.

As a security measure, you will be required to enter a 6-digit Passcode to access the SmartWallet before each payment. Each transaction is limited to $100. There is also a daily limit of $500.

8. What should I do if I lose my NFC handset?

If your NFC mobile handset (with the DBS One.Tap Card) is lost or stolen, please notify DBS immediately by contacting our 24-hours Customer Service hotline at 1800 111 1111.

Upon receiving your replacement NFC SIM Card, please contact our 24-hours Customer Service hotline at 1800 111 1111 for the bank to request for a replacement DBS One.Tap Card.

9. What should I do if I terminate my mobile line?

You are still able to make card transactions on your DBS One.Tap Card. However, you will not be able to receive your replacement or renewal cards since your mobile line is terminated.

Should you wish to terminate your DBS One.Tap Card, you will need to notify DBS that your mobile line is terminated and that you wish to terminate your DBS One.Tap Card. Please contact our 24 hours DBS Customer Service Hotline at 1800-111 1111 for assistance.

10. How do I request for a DBS One.Tap Card replacement?

Please contact our 24 hours DBS Customer Service Hotline at 1800-111 1111 for assistance.

FAQ for NFC ez-link purse

1. How does NFC work on NFC ez-link purse?

With SmartWallet on your NFC supported mobile handset and StarHub NFC SIM card, you will be able to carry out cashless transactions at retail outlets which accepts ez-link payment, simply by tapping at the payment terminal and the amount will be automatically deducted from the NFC ez-link purse. In addition, you can also check the NFC ez-link purse detail and transaction history on SmartWallet.

2. Where can I use my NFC ez-link purse for payment?

You can use the NFC ez-link purse stored in SmartWallet App on your NFC handset to make transactions at all retail outlets with the EZ-Link NFC Logo and taxis that accept the EZ-Link payment. However, you are not able to use it for Electronic Parking, ERP and public transport (i.e. public buses,  MRT and LRT) yet as the usage of NFC ez-link purse in transit is currently under review  by LTA.

3. How much does it cost to subscribe to NFC ez-link purse?

The charges for the NFC ez-link purse will be in accordance with the selection determined by you as follows:

~ Valid till 31 May or while stocks last.
* Please note that the $5.00 ez-link store value is not encoded in the NFC SIM when you get the new NFC SIM, you will need to be do an update on the ez-link purse using the SmartWallet or EZ-Link app, which can be downloaded from Google Play.

4. Will there be any other financial charges incurred for using NFC ez-link purse to make payment?

No. There are no additional charges in relation to usage of the payment facilities for NFC ez-link purse on SmartWallet.  You can use it like any ordinary ez-link card.

5. Where can I top-up the value on my NFC ez-link purse?

For a start, you can top up at EZ-Link Top-up machines that can be found at all PA Community Clubs, EZ-Online Reader*, DBS/POSB ATMs and the top-up feature* in the EZ-Link Mobile App in your NFC handset.
For the most updated list of top-up channels to top-up your NFC ez-link purse, please refer to http://www.ezlinknfc.com/

*A top-up fee is applicable at these channels  

Please note that topup is currently not available at:

a) General Ticketing Machine (GTM)
b) Add Value Machine (AVM)
c) Topup Machine (TuM)
d) Transitlink Ticket Office
e) Passenger Service Centre
f) OCBC ATM
g) AXS Station

6. Is there a limit to the top-up amount for the NFC ez-link purse?

Yes, the maximum amount that the NFC ez-link purse can hold at any time is $500.

7. Is there an expiry date to the use of my NFC ez-link purse?

Yes, there is a validity of 5 years for the use of the NFC ez-link purse.
You can check the expiry date using these Apps:
- SmartWallet App
- EZ-Link App, which can be downloaded from Google Play. Under the EZ-Link app, choose the NFC tab > Check EZ-Link Purse Status

8. Is there an expiry date to the stored value of $5.00 in the NFC Ez-link purse?

Yes, the stored value of $5.00 in the NFC ez-Link purse is only valid for 6 months.

9. Where can I find more information about EZ-Link Mobile App?

You can visit EZ-Link website at http://www.ezlinknfc.com to find out more about it

10. Can I get the remaining value stored in my NFC ez-link purse back if I lose my NFC handset?

In order to claim any remaining value stored on your NFC ez-link purse if you lose your NFC handset, you are require to register with our Activate! program. It can be register through our "EZ-Link" App under 'Activate' icon.
Once you have registered as our 'Activate!' member, you can contact our EZ-Link hotline to block the NFC ez-link purse, and follow up with submission of a police report with regards to the loss of your NFC handset. Please note, should there be any usage of your NFC ez-link purse during the periodyou have lost your NFC handset, we will only refund the balance from the date we block your NFC ez-link purse. .  Please refer to the Activate! program here for more details.  
Should there be any value to be refunded to you, you will need to nominate an ez-link card or another NFC ez-link purse where the remaining value can be transferred to, of which you will have to synchronise the remaining value via AXS machine.

11. Where can I get the NFC ez-link number ("CAN") and purse balance value on the NFC handset?

You can check the CAN and balance value using these Apps:
- SmartWallet App  
- EZ-Link App, which can be downloaded from Google Play. Under the EZ-Link app, choose the NFC tab > Check EZ-Link Purse Status
You may wish to keep a record of your ez-link CAN which you can refer to in event that you lose your NFC handset.

12. Can I view my transactions made on the NFC handset?

Yes. You can check the transaction history using these Apps:
- SmartWallet App
- EZ-Link App, which can be downloaded from Google Play. Under the EZ-Link app, choose the NFC tab > Transaction History

13. Can my NFC ez-link purse be on EZ-Reload by Card or EZ-Reload by GIRO scheme?

No. The EZ-Reload facility is currently not available for the NFC ez-link purse on SmartWallet.

14. What happens to my NFC ez-link purse if I change to a new SIM card?

If you change to a new SIM card, please note that the NFC ez-link purse in the old NFC SIM card will not be transferred to the new NFC SIM card which will contain a new NFC ez-link purse.
Please contact your mobile network operator to confirm the problem with your NFC SIM usage. Once the issue has been ascertained, you can get your refund of your NFC ez-link purse from these channels:

1. You may download the refund form from here (Link to NFC microsite), complete and send to us via the following modes:

(a) Email the scanned copy to customerservice@ezlink.com.sg; or
(b) Fax to 6372 4321; or
(c) Mail to EZ-Link Pte Ltd, 9 Maxwell Road #03-01 Annexe A MND Complex, Singapore 069112

2. Alternatively, you may contact our Customer Service hotline at 6496 8300 (Monday to Sunday, 8am to 6pm excluding public holidays) or email us to at customerservice@ezlink.com.sg  to arrange for an appointment to visit our office.  You will need to bring along the following items:
(a) Your NFC handset
(b) Your NFC SIM

The remaining value will be refunded to you via deferred methods, depending on your preference, either:
(a) into your bank account ( DBS or POSB account), or
(b) transfer of balance into another ez-link card or ez-link purse where you will need to proceed to an AXS machine to synchronise the remaining value.

Please note that the refund may take up to 21 working days to process.

15. I do not want to use the NFC ez-link purse on SmartWallet anymore. How can I get the refund of the remaining value back?

We will encourage you to use up the remaining value on your ez-link purse. If you would like to get a refund, you may call our Customer Service hotline at 6496 8300 (Monday to Sunday, 8am to 6pm excluding public holidays) or email us to at customerservice@ezlink.com.sg  to arrange for an appointment to visit our office.  You will need to bring along the following items:
(a) Your NFC handset
(b) Your NFC SIM

The monies will be refunded to you  via deferred methods, depending on your preference, either:
(a) into your bank account ( DBS or POSB account), or
(b) transfer of monies into another ez-link card or ez-link purse where you will need to proceed to an AXS machine to synchronise the monies.

Please note that the refund may take up to 21 days to process.

FAQ for NFC FEVO Prepaid MasterCard®

1. What is the NFC FEVO Prepaid MasterCard?

NFC FEVO is a prepaid MasterCard® branded payment card preloaded on a NFC SIM card that allows you to make purchases and payments anywhere MasterCard® card is accepted with your NFC supported handsets, just like a MasterCard credit or debit card.  However, unlike credit or debit card, it is not linked to a line of credit or a bank account. You will need to top up your NFC FEVO account with stored value in order to spend and you can only spend up to the amount that you have topped up.

2. Where can I get a NFC FEVO Prepaid MasterCard?

To get a NFC FEVO Prepaid MasterCard, you can visit Marina Bay Link Mall, Plaza Singapura, VivoCity or nex StarHub Shop or Customer Service Centre to subscribe to StarHub SmartWallet service and change out your current SIM card to StarHub NFC SIM card preloaded with NFC FEVO Prepaid MasterCard. You will also be advised to purchase a NFC mobile handset if you do not have one.  

3. I do not have a NFC FEVO Prepaid MasterCard preloaded, can I purchase an account?

No, NFC FEVO Prepaid MasterCard is only available as preloaded in the NFC SIM currently.

4. Is there an expiry date for the NFC FEVO Prepaid MasterCard?

Yes, the NFC FEVO Prepaid MasterCard will be valid for 2 years. You are advised to deplete any stored value in your NFC FEVO Prepaid MasterCard before expiry of 2 years as you will not be able to use it once it expires.

5. Is there an annual fee for NFC FEVO MasterCard?

No, there is no annual fee for NFC FEVO MasterCard. It will be a one-time upfront cost when you change your normal SIM card to a NFC SIM card preloaded with NFC FEVO Prepaid MasterCard.  

6. Why is my transaction declined?

Payment transaction using FEVO may be declined due to inactive/terminated/suspended/expired status of the account. It may also be due to insufficient funds or connection issue faced on the payment terminals.
You will need to do a one-time activation and registration of the NFC FEVO account using SmartWallet or at www.fevocard.com.  

7. Will there be any financial charges using NFC FEVO Prepaid MasterCard for contactless payment?

No, there are no financial charges for contactless payment.  

8. What are the benefits of using NFC FEVO Prepaid MasterCard?

NFC FEVO Prepaid MasterCard enables you to enjoy the convenience and speed of paying through MasterCard PayPass via your NFC supported handset without having to own a credit or debit card.

9. Where can I use the NFC FEVO Prepaid MasterCard?

NFC FEVO Prepaid MasterCard can be used at various merchants that accept payment by MasterCard PayPass. Simply look out for the MasterCard PayPass logo below.

10. Can I use the NFC FEVO Prepaid MasterCard for online purchases?

No, NFC FEVO Prepaid MasterCard cannot be used for online purchases. It is solely for contactless payment.

11. Is there a limit to use NFC FEVO Prepaid MasterCard for payment?

Yes, each transaction is capped at S$100. No signature is required.

12. Why can’t I top up my NFC FEVO Prepaid MasterCard?

Top up may be declined due to inactive/unregistered/incomplete registration/terminated (lost & stolen)/suspended/expired status of the account. As the maximum stored value on the NFC FEVO Prepaid MasterCard is S$1000 at any point, it may also be due to your intended top-up amount may cause the purse balance to exceed S$1000.

13. Where can I top up my NFC FEVO Prepaid MasterCard?

NFC FEVO Prepaid MasterCard can be topped up via the following channels:
a. AXS machines
b. Online at www.fevocard.com

14. Is there a charge for topping up the NFC FEVO Prepaid MasterCard?

Yes, there will be a charge for topping up the NFC FEVO Prepaid MasterCard. Please refer to http://www.fevocard.com.sg/charges.php

15. Is there a minimum and maximum amount I can top up on my NFC FEVO Prepaid MasterCard?

Yes, the minimum top up value per transaction is S$5 on AXS machines and S$1 online at www.fevocard.com. The maximum balance that a NFC FEVO Prepaid MasterCard can hold is S$1000 at any one point.

16. How do I request for refund for my expired NFC FEVO Prepaid MasterCard?

Please download the refund form from www.fevocard.com for refund of balance in the expired NFC FEVO Prepaid MasterCard and either email, post or fax the completed form to the contact information at the bottom of the form within 1 month after the expiry date.

17. My card is not expired, can I request for a refund of the balance in my NFC FEVO Prepaid MasterCard?

No, you may only apply for refund within the 1 month after expiry of the NFC FEVO Prepaid MasterCard. The refund may take up to 21 working days. Payment may be deposit into your DBS or POSB bank account directly, via cheque or transfer to an ez-link card. Transfer to an EZ-Link card is only applicable for refund amount less than S$500.

18. Is there a fee for refund of balance of my expired account?

Yes, there will be a $5 admin fee charged for refund of balance on your expired NFC FEVO Prepaid MasterCard.

19. If I lost my NFC handset, can I request for a refund of the balance in my NFC FEVO Prepaid MasterCard?

You can contact FEVO Hotline at +65-6496 8300, from 8am to 6pm daily - except public holidays and request for your account to be blocked.
For registered NFC FEVO Prepaid MasterCard, there will not be a refund but you may contact us for the remaining balance to be transferred to the replacement NFC FEVO Prepaid MasterCard preloaded in the replacement SIM.  Upon receipt of the new NFC SIM card with preloaded NFC FEVO Prepaid MasterCard, please proceed with activation and registration using SmartWallet or at www.fevocard.com. After activation and registration, please contact us for the remaining balance to be transferred to the new account.
For inactive/unregistered/incompletely registered NFC FEVO Prepaid MasterCard, there will not be a refund or transfer of balance.

20. My NFC SIM card is corrupted, can I request for a refund of the balance in my NFC FEVO Prepaid MasterCard?

For registered NFC FEVO Prepaid MasterCard, there will not be a refund but you may contact FEVO Hotline at +65-6496 8300 to request for the remaining balance to be transferred to the replacement NFC FEVO Prepaid MasterCard preloaded in the replacement SIM.  Upon receipt of the new SIM card with preloaded NFC FEVO Prepaid MasterCard, please proceed with activation and registration using SmartWallet or at www.fevocard.com. After activation and registration, please contact us for the remaining balance to be transferred to the new account.
For inactive/unregistered/incompletely registered NFC FEVO Prepaid MasterCard, there will not be a refund or transfer of balance.

21. Is there a mobile application which I can download to access my NFC FEVO Prepaid MasterCard account information?

Yes, you may download the SmartWallet App via Google Play for free to access your NFC account information.   

22. Where can I find the account number and activation code for my NFC FEVO Prepaid MasterCard?

Both the account number and activation code will be printed on the NFC SIM cardholder.
You are advised to do a NFC FEVO Prepaid MasterCard account activation and registration as soon as you have received your NFC SIM with FEVO Prepaid MasterCard purse. For security reasons, please dispose the SIM cardholder properly once you have completed the registration.  

23. I have lost my NFC FEVO Prepaid MasterCard activation code, how do I request for a new code?

 You can contact FEVO Hotline at +65-6496 8300, from 8am to 6pm daily - except public holidays and request for the activation code.

24. When I login to access my NFC FEVO Prepaid MasterCard account, it prompted me that my ‘card/account is inactive’, what do I need to do?
The message means that the card/account is ‘inactive’ as your account has not been activated. Please proceed to activate your NFC FEVO Prepaid MasterCard by using the activation code printed on the NFC SIM cardholder.

25. How can I check the card balance in my NFC FEVO Prepaid MasterCard?

You can proceed to check your card balance via:

a) SmartWallet
b) FEVO online portal
c) SMS. For more details on checking of balance via the SMS channel, please refer to http://www.fevocard.com.sg/usingyourfevo.php?location=sub_menu
You will need to login using the account numbers and password to assess the card details.

26. How can I view the transaction history of my NFC FEVO Prepaid MasterCard?

You can proceed to view the transaction history of your NFC FEVO Prepaid MasterCard via:
a) SmartWallet
b) FEVO online portal
c) SMS channel allows users to check the last 5 transactions. For more details on checking of balance via the SMS channel, please refer to http://www.fevocard.com.sg/usingyourfevo.php?location=sub_menu
You will need to login using the account numbers and password to assess the card details.

27. Who do I contact if I have problem using the NFC supported handset preloaded with NFC FEVO Prepaid MasterCard?

You may contact FEVO Customer Service hotline at 6496 8300, daily, 8am to 6pm excluding public holidays.
For handset and SIM card related enquiries (including lost handsets & SIM) or to reset your SmartWallet Passcode, please contact StarHub 24-hour Customer Service Hotline at 1633.

General Troubleshooting FAQ

1. Scenario 1: You are making a retail purchase at a merchant outlet that accepts DBS One.Tap MasterCard, NFC ez-link purse or NFC FEVO MasterCard payment. However, the cashier declines to accept payment by DBS One.Tap MasterCard, NFC ez-link purse or NFC FEVO MasterCard as he/she is not familiar with this new payment product.

You should gently inform the cashier:
- that this is a new payment mode which is similar to EZ-Link or PayPass credit card payment. The only difference is that there is no physical card. Instead, the payment facility has been embedded onto your mobile handsets.
- Payment to the retail outlet will be made via EZ-Link or DBS transaction.

Thereafter, a successful transaction is recognise by the receipt that is printed after the payment is made.

2. Scenario 2: You are making a purchase at a merchant outlet that accepts contactless forms of payments. However, the contactless payment reader is not detecting your NFC enabled handset after repeated tries.

Attempt the transaction again by:
- tapping your NFC supported handset at another angle
- tapping your NFC supported handset at a varied distance
- holding your NFC supported handset for 2-3 seconds at the contactless payment reader

If the problem still persists, please make payment via another method

FAQ for Movie Tickets Service

1.    What is Movie Tickets?

Movie Tickets is an application within StarHub SmartWallet for customer to book movies tickets at Shaw Theatres and tap and print their movie tickets at the terminal located at the Shaw phone/ internet-booking counter.  

2.    How can customers enjoy the Movie Tickets service?

Customers are required to download the StarHub SmartWallet application on their mobile phones to enjoy the Movie Tickets service.

Please note that only selected NFC supported handset models can be used for this service. For the list of supported handset models, please visit www.starhub.com/smartwallet for more details.

3.    What are the general features of Movie Tickets?

Movie Tickets allows customer to browse through the list of movies currently showing at Shaw Theatres, current promotions, select their choice of movie, Theatre and seats and finally make payment for their booking through credit card to complete the transaction. Customer will be notified of the completed transaction details at the email address provided during booking.

4.    Can I check my booking details through Movie Tickets service?

Yes, you can go to “My Tickets” within the Movie Tickets service to retrieve your booking details by providing either your NRIC or Transaction ID. When customer does a search based on their NRIC, a history of up to 10 tickets that have been booked by the customer will be displayed. However, when customer does a search based on Transaction ID, only the tickets booked under the Transaction ID will be displayed.

5.    Will there be any booking fee incurred when I book my movie tickets through Movie Tickets service?

Yes, the usual Shaw online booking fee of $1 will apply. However, as part of the launch promotion, we are waiving off this $1 online booking fee till 5 May 2013.  

Please note that the fees will be subject to changes by the operator of the movie theatre.

6.    How do I collect my movie tickets booked under Movie Tickets service?

Under “My Tickets” within the Movie Tickets service, there will be a ticket redemption icon located at the right hand corner. Customer can click on the icon and tap their handset at the contactless terminal located at the internet-booking counter while the button still remains red. The tickets will then be printed and the ticket redemption icon will turn grey.

7.    How do I turn off the red light on the ticket redemption icon?

The button will turn off by itself after the ticket redemption is being redeemed or you can press the button a second time to turn it off.

8.    What if the red light on the ticket redemption icon cannot be turned on?

You must turn on the NFC function under your handset settings. Otherwise, you will receive a message “Please enable NFC via Settings menu in your mobile handset”.

9.    There is no response to the terminal although I had already clicked on the ticket redemption icon and tap on the terminal, what should I do?

Please request for assistance from the staff at the theatres.

10.    Can I send the purchased movie tickets from my mobile to another mobile?

No. Details of the customer are stored on the customer’s phone and thus, the purchased tickets cannot be sent to another phone.

11.  I followed the steps given but I am unable to print out the ticket. What should I do?

 Under your phone setting, please ensure that both ‘NFC’ and ‘Android Beam’ functions are on before trying again.

12. I tried tapping my Samsung GALAXY Express handset on the NFC terminal to print out the movie ticket but there is no response. What should I do?

 This is due to a known issue with Samsung GALAXY Express. Please provide your booking transaction number to the Shaw staff at the counter in order for them to print out the movie tickets manually.

13. I tried tapping my Samsung Galaxy S4 handset on the NFC terminal to print out the movie ticket but there is no response. What should I do?
 
This is due to a known issue with Samsung Galaxy S4. Please provide your booking transaction number to the Shaw staff at the counter in order for them to print out the movie tickets manually.


14.    Who do I contact if I have queries regarding Movie Tickets?

Please call Shaw Customer Service hotline at (+65) 62352077 for assistance during office hours, except during lunch hours from 1pm to 2pm.

For after office hour’s enquiries/feedbacks, please use the feedback option available at http://www.shaw.sg/sw_feedback.aspx.