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NiumPay

As per applicable local government regulations, your money is securely stored at Nium’s partner bank.
NIUM Pte. Ltd. (formerly known as InstaReM PTE Limited) and its subsidiaries are regulated by governments in each of the 11 jurisdictions where it has licenses.

Is my money safe?

As a Global Financial Solutions provider, Nium is committed to the highest standards in data protection and privacy requirements and follows all applicable personal data protocols mandated in each country it is licensed in.
These data protection and privacy requirements are designed to safeguard customers&#8217; personal information against loss, misuse, and unauthorized access, disclosure, alteration, and destruction of information. Among others, the requirements also mandate the highest levels of control and security for the storage, process, and transmission of cardholder data.
In compliance of its obligations, Nium is certified under the Payment Card Industry Data Security Standard (PCI-DSS) (Ref No: 28112019-001)
Nium is also in compliance with privacy regulations including, but not limited to, PDPA in Singapore and Malaysia, GDPR in EU, APPs in Australia, CCPA in California.

Is my personal data safe with Nium?

About NiumPay

You can download the NiumPay mobile app from:
<ul>
<li>Apple App Store</li>
<li>Google Play Store</li>
</ul>

Can I download the app on my smartphone?

Your NiumPay multi-currency eWallet account comes with a companion NiumPay mobile app (available in Play Store and App Store). You can use the app to:
<ul>
<li>Check balance.</li>
<li>Check transactions.</li>
<li>Send money to your friends who use NiumPay (but they need to be in your organization).</li>
<li>Exchange money from one currency to another currency.</li>
<li>Remittance to send money to bank accounts, third party wallets (Alipay) and even cash pick-ups (at participating MoneyGram locations).</li>
<li>Add a supplementary card to your eWallet account.</li>
<li>Temporarily lock and unlock a card linked to your eWallet account.</li>
<li>Permanently block a card (by using card replacement feature) and replace it by linking another card to your eWallet account.</li>
<li>Control daily and monthly spending limits at a card level (that is linked to your eWallet account).</li>
<li>Control whether you want to permit usage of a card for shopping at physical outlets, at e-commerce merchants, at cross-border merchants, and for restricting ATM cash withdrawal.</li>
<li>Reset your ATM pin.</li>
<li>Reset your mobile app password.</li>
</ul>

What can I do by using the app?

You can download the NiumPay mobile app from your other phone and you will be able to log in. App will send an OTP to your registered email address for security reasons, with that you will be able to log in to the app. If you lost your phone, you should consider changing your password by using the ‘Forgot your password’ feature.

What if my phone is lost or broken?

You may reset your NiumPay app password in four easy steps:
<ol>
<li>Select the ‘Forgot your password’ link on your login screen.</li>
<li>You will receive an email on your registered email address with a temporary password.</li>
<li>Use the temporary password to log in.</li>
<li>Your NiumPay app will guide you on specific steps to change your password.</li>
</ol>

How to change or reset a password, or what if I can’t remember my password?

NiumPay sends the OTP to your email address registered on record. Please check your Junk or Spam folders if you do not see an email with the OTP in your Inbox.
You can also use the app to resend the OTP again.
If you still have not received your OTP, please check if your registered email address is correct.
If you are still unable to access your account, please send an email with your problem to niumpaysupport@nium.com from your registered email address. On receipt of your email, our customer support team will reach out to you.

I did not receive the OTP needed to log in to my account. What should I do?

NiumPay App

You could add money to your account in any of the following ways:
<ul>
<li>Your employer pays your salary/wages to your account.</li>
<li>Another NiumPay account holder from your organization sends money to your account by using the ‘Send’ (a peer-to-peer transfer) feature available in the NiumPay app.</li>
</ul>

How do I add money to my account?

You can send money to another NiumPay account holder if the receiver’s NiumPay account is approved (KYC approved) and the receiver’s account is associated with the same company when the account was setup.
You must have the right email address of your receiver on hand before you could send money to your receiver. This must be the email address your company has provided to Nium to set up the receiver’s NiumPay account.
You can send money to your receiver in nine easy steps:
<ul>
<li>Open and log in to the NiumPay mobile app. 
On the home screen under the ‘Quick actions’ click on ‘Send’ icon.</li>
<li>In the ‘Search Email ID’ field, type the email address of the receiver.</li>
<li>As you type the email address, the app will show a list of matching email address (as available within the same organization). Select the right receiver from the list.</li>
<li>In the next screen, choose the right currency from the ones you have in your account.</li>
<li>Enter the amount, and a short note (if you like).</li>
<li>Tap confirm.</li>
<li>NiumPay will process the transaction instantly.</li>
</ul>

How do I send money to another NiumPay account holder?

NiumPay supports the following currencies – so you can receive and keep money in these currencies in your NiumPay multi-currency eWallet account:
<ul>
<li>Australian Dollar (AUD)</li>
<li>Canadian Dollar (CAD)</li>
<li>Euro (EUR)</li>
<li>Hong Kong Dollar (HKD)/</li>
<li>Indian Rupee (INR)</li>
<li>Indonesian Rupiah (IDR)</li>
<li>Japanese Yen (JPY)</li>
<li>Philippines Peso (PHP)</li>
<li>Singapore Dollar (SGD)</li>
<li>United Kingdom Pound Sterling (GBP)</li>
<li>United States Dollar (USD)</li>
</ul>
Nium will continue to expand the above list to more currencies in the future.

What are the currencies supported in my NiumPay account?

You can exchange between any two currencies of the currencies supported in NiumPay.
<ol>
<li>Open and log in to the NiumPay mobile app.</li>
<li>On the home screen under the ‘Quick actions’ click on ‘Exchange’ icon.</li>
<li>The top half of the “Exchange” screen represents the currency you will exchange from, and the bottom half represents the currency you will receive. Select currencies that you would like to exchange from the drop-down list.</li>
<li>Just enter the amount of money you would like to exchange on the top and the amount you will receive will appear in the box below. 
Tap Confirm, and your balances will be updated.</li>
</ol>

How do I exchange money?

Please visit the profile section to check the fees. You can check the fee schedule in three easy steps:
<ul>
<li>Open and log in the NiumPay mobile app.</li>
<li>On the dashboard, select your name initials or your user profile on the top right corner and then select ‘View fees’.</li>
<li>You will be able to see the details of the various fees.</li>
</ul>

What are the fees?

You can check your balance across multiple currencies in three easy steps:
<ul>
<li>Open and log in to the NiumPay mobile app.</li>
<li>On the dashboard of the home screen, you will be able to see the balance of your USD wallet.</li>
<li>You can tap on the drop-down button located on the right of your USD wallet balance to view the balance of the other currencies in your multi-currency eWallet account.</li>
</ul>

How do I check my account balance?

You can view the transactions details in a few easy steps:
<ol>
<li>Open and log in to the NiumPay mobile app.</li>
<li>On the home screen, you will be able to view the last 3 transactions. You can access the full list of transactions by clicking on ‘Show all’ link.</li>
<li>You can filter the transactions by using date range.</li>
</ol>

How do I view the transactions?

You can download monthly statements for the last 12 months.
<ol>
<li>Open and log in to the NiumPay mobile app.</li>
<li>On the home screen, you will be able to view the last 3 transactions. Click on ‘Show all’ link.</li>
<li>On the top right corner of the Transactions screen, click on ‘Export’ link.</li>
<li>Select the month.</li>
<li>Choose the format – we support PDF and CSV. 
Download the file from your mobile app.</li>
</ol>

How do I view my account statements?

Before you close your NiumPay account, please do the following:
<ul>
<li>Please ensure you have withdrawn or transferred remaining account balance in all currencies.</li>
<li>If you have recurring transactions on your card (for example newspaper/magazine subscriptions, gym memberships), please cancel all such recurring transactions in advance of cancelling your account.</li>
<li>If you have any cards linked to the account, please follow the steps below to permanently block the cards
<ul>
<li>Open and log in to the NiumPay mobile app.</li>
<li>On the dashboard, tap Manage.</li>
<li>You will be able to see all your cards (if you have more than one) lined up. For each of the card, tap ‘Lock Card’. This will lock your card.</li>
</ul>
</li>
</ul>
Upon completing the above steps, please send an email to niumpaysupport@nium.com. Please also inform your company representative.
Closing your account will take up to 14 working days.

How to close my account?

You can update your mobile number and delivery address by using the NiumPay mobile app.
<ol>
<li>Log in to your NiumPay app.</li>
<li>On the main NiumPay dashboard, select ‘User</li>
<li>Profile’ on the upper right-hand corner.</li>
<li>Select ‘Update Mobile Number’ and key in your updated phone number and/or particulars.</li>
<li>Select ‘Registered addresses’ and key in your updated particulars for Delivery address.</li>
<li>Your NiumPay app is now updated with your revised personal particulars.</li>
</ol>
If you would like to update your email address and your billing address, please contact your company representative, who will then communicate the same to Nium. Upon receipt of the change request from your company representative, Nium will make the changes and update you once the changes have been put into effect.

How to change my phone number, address, or other personal data?

Account & Personal Details

As of now, NiumPay supports the following remittance corridors. You can send money from any of the supported FROM currencies to any of the supported TO corridors (with the suggested transfer options).
You can send money FROM the following currencies:
<ul>
<li>Australian Dollar (AUD)</li>
<li>Canadian Dollar (CAD)</li>
<li>Euro (EUR)</li>
<li>Singapore Dollar (SGD)</li>
<li>UK Pound Sterling (GBP)</li>
<li>Hong Kong Dollar (HKD)</li>
<li>Japanese Yen (JPY)</li>
<li>US Dollar (USD)</li>
</ul>
&nbsp;
You can send money TO any of the following corridors:
Australian Dollar (AUD) 
&#8211; Bank Transfer
Chinese Yuan (CNY) 
&#8211; Alipay
Croatian Kuna (HRK) 
&#8211; Bank Transfer
Euro (EUR) 
&#8211; Bank Transfer
Hong Kong Dollar (HKD) 
&#8211; Bank Transfer
Indonesian Rupiah (IDR) 
&#8211; Bank Transfer
Indian Rupee (INR) 
&#8211; Bank Transfer
Malaysian Ringgit (MYR) 
&#8211; Bank Transfer
Nepalese Rupee (NPR) 
&#8211; Bank Transfer
Philippine Peso (PHP) 
&#8211; Bank Transfer
Polish Zloty (PLN) 
&#8211; Bank Transfer
Romanian Leu (RON) 
&#8211; Bank Transfer
Singapore Dollar (SGD) 
&#8211; Bank Transfer
Thai Baht (THB) 
&#8211; Bank Transfer
UK Pound Sterling (GBP) 
&#8211; Bank Transfer
US Dollar (USD) 
&#8211; Bank Transfer
Vietnamese Dong (VND) 
&#8211; Bank Transfer
&nbsp;
You can send remittance funds to your loved ones in seven easy steps:
<ol>
<li>Log in to your NiumPay app.</li>
<li>On the main NiumPay dashboard, from the ‘Quick actions’ ribbon, select ‘Remittance’.</li>
<li>On the ‘Converter’ tab, select the currency you wish to send funds from as also the currency for the beneficiary destination country.</li>
<li>Enter the amount on the currency tab.</li>
<li>Next, select the ‘Beneficiaries’ tab and select ‘Add New Beneficiary’.</li>
</ol>
For a step-by-step guide on how to ‘Add New Beneficiary’, please refer to section 4.2 for more details. 
If the beneficiary is already added, select the beneficiary you wish to send to. Also select mode, i.e., bank account or the supported eWallet 1 or cash pick up1. 
Select ‘Confirm Transaction’.
The beneficiary will receive the funds within 48 hours1
1TAT varies by corridor/country. On a majority of corridors, funds are received in the beneficiary account in almost real time.

How to make money transfers or remittances?

Before you make money transfer or remittance to your beneficiary, you can add the beneficiary to your account using the following steps.
<ol>
<li>Log in to your NiumPay app.</li>
<li>On the main NiumPay dashboard, from the ‘Quick actions’ ribbon, select ‘Remittance’.</li>
<li>Select the ‘Beneficiaries’ tab and select ‘Add New Beneficiary’. Add all beneficiary information fields, including:
<ul>
<li>Choose the Destination Currency from the list.</li>
<li>Choose the Destination Country (if there is more than one option for the selected destination currency).</li>
<li>Choose the transfer option (if there is more than one option for the above combinations).</li>
<li>Any further details – depending on the destination currency, the destination country and the transfer option selected.</li>
<li>Depending on the transfer option selected, you will need to provide details on this screen and follow the steps to add the beneficiary.</li>
</ul>
</li>
</ol>
For the bank transfer option, you will need to provide beneficiary bank information fields, including:
<ul>
<li>Receiver’s full name.</li>
<li>Mobile number and email address of the receiver (optional).</li>
<li>Receiver’s address.</li>
<li>Bank name.</li>
<li>Bank SWIFT/BIC / branch code/ sort code / IFSC code / ACH Code (to identify the bank and/or the branch).</li>
<li>Account Number.</li>
<li>Account Type.</li>
</ul>
For the cash pickup transfer option, you will need to provide
<ul>
<li>Receiver’s full name.</li>
<li>Mobile number and email address of the receiver (optional).</li>
<li>Relationship to the receiver.</li>
</ul>
For the Alipay transfer option, you will need to provide
<ul>
<li>Receiver’s full name.</li>
<li>Mobile number and email address of the receiver (optional).</li>
<li>Alipay ID (which is usually the mobile number or the email address of your beneficiary as registered with Alipay).</li>
</ul>
The new beneficiary is now linked to your NiumPay account, and you can proceed with your remittance transaction and send money.

How do I add a beneficiary of my remittance/money-transfer transaction?

From your registered email address, please report your problem to <a href="mailto:niumpaysupport@nium.com" target="_blank" rel="noopener">niumpaysupport@nium.com</a>.
Please send us a screenshot of the transaction from the NiumPay mobile app and/or any emails you received from us for the transaction you submitted.
Please provide us with details about the transaction including your name, date of transaction, transaction reference numbers/identifiers, beneficiary/receiver details, amount sent, amount expected at the recipient, and any other particulars including beneficiary bank particulars.
On receipt of your email, our customer support team will reach out to you. We will revert to your registered email with an acknowledgement and will keep you appraised of the progress in resolving your complaint.

What should I do if my receiver has not received money?

Remittances

You can link your company provided prepaid BSM Visa Debit Card to your NiumPay app in four easy steps:
<ul>
<li>Log in to your NiumPay app.</li>
<li>On the main NiumPay dashboard, swipe to the left of your existing card(s) and select ‘Link</li>
<li>Add-on Card’.</li>
<li>Key in the last 4 digits of the card number and activation code.</li>
<li>Select ‘Proceed’ and set your ATM pin.</li>
</ul>
Your BSM Visa Debit Card is now linked to your NiumPay account and is also activated automatically. You can repeat the same process for linking supplementary cards to your NiumPay app as well.

How to add and activate my card?

Please contact your company representative a minimum of two months in advance of the card expiry date. Your company will arrange for a new replacement card to be delivered to you.
Upon receipt of the new replacement card, please proceed to add your prepaid BSM Visa debit card to your NiumPay account using the NiumPay app (link add-on card feature). For more details on how to add a card, please refer to section 6.1.
If you have recurring transactions on your card, please inform the merchant/institution of your new card details once you get your card replacement.

My card is expiring soon, what should I do?

You can reset your ATM pin in five easy steps:
<ul>
<li>Log in to your NiumPay app.</li>
<li>On the main NiumPay dashboard, tap Manage.</li>
<li>As required, swipe left/right to position the right card to which you would like to reset</li>
<li>ATM PIN.</li>
<li>Select “Update ATM PIN” option.</li>
<li>Type in your new ATM PIN.</li>
</ul>

How to set my card ATM PIN?

You can temporarily lock your card in four easy steps:
<ul>
<li>Log in to your NiumPay app.</li>
<li>On the main NiumPay dashboard, tap Manage.</li>
<li>As required, swipe left/right to position the right card that you would like to temporarily lock.</li>
<li>Tap ‘Lock Card’.</li>
</ul>
Your card is now locked temporarily. To unlock the card, come back to this screen and tap ‘Unlock Card’. When the card is locked, you will not be able to use the card.
Immediately upon temporary locking your prepaid Visa debit card, you will receive an in-app notification as well as an email from Nium to your registered email address on record, confirming the temporary lock.

How do I temporarily lock my card?

You can remove the temporary lock on your card in four easy steps :
<ul>
<li>Log in to your NiumPay app.</li>
<li>On the main NiumPay dashboard, tap Manage.</li>
<li>As required, swipe left/right to position the right card that you would like to unlock.</li>
<li>Tap ‘Unlock Card’.</li>
</ul>
Your card is now unlocked.
Immediately upon temporary unlocking your prepaid BSM Visa debit card, you will receive an in-app notification as well as an email from Nium to your registered email address on record, confirming that your card is unlocked.

How do I unlock the temporary lock on my card?

<ul>
<li>Ensure that you have linked your card to your eWallet account and have set your ATM PIN.</li>
<li>Log in to the NiumPay app, go to dashboard. Tap Manage.</li>
<li>By selecting the right card, check that you have enabled the controls:
<ul>
<li>POS: must be enabled before you can use the card at physical merchants.</li>
<li>ATM: must be enabled before you can use the card for ATM Cash Withdrawal (where permissible).</li>
<li>E-Commerce: must be enabled before you can use the card at e-commerce merchants.</li>
<li>Cross-border: must be enabled for any shopping done with merchants outside of Singapore.</li>
<li>Magstripe: must be enabled before you can use the card via swiping through a magnetic stripe reader at merchants.</li>
</ul>
</li>
</ul>
That is all you need to get you going. You are good to use your card for shopping and cash withdrawal.

How to use my NiumPay Visa card?

Due to applicable regulations in force and/ or Nium’s risk and compliance policy, some card transactions are not allowed, including but not limited to:
<ul>
<li>Transactions where the merchant is located or operating out of the following countries: Cuba, Iran, Sudan, Syria, North Korea</li>
<li>Purchase of crypto currency</li>
<li>Gambling transactions, including lotteries and online casinos (applicable to Singapore-issued accounts only)</li>
<li>Domestic SGD cash withdrawal unless customer is a non-Singapore resident (applicable to Singapore-issued accounts only).</li>
</ul>

Are there any transactions that I am not allowed to do by using my NiumPay card?

You can withdraw cash at any bank ATM around the world on the Visa network (look for ATM terminals that display the Visa PLUS logo).
Please note that some countries may impose certain regulatory restrictions on ATM cash withdrawals. Certain ATMs may also charge additional fees for cash withdrawals.
The ATM cash withdrawal fee will also need to be deducted from your available balance at the time of withdrawal. Please check if you have sufficient balance for the withdrawal amount plus applicable withdrawal fees.

ATM cash withdrawal

Please review the ATM usage related fees that are applicable with NiumPay by checking on “View Fees” option under the Profile Screen in your NiumPay app. For more details on how to view fees, please refer to section 3.5.
Besides the fees that are applicable from NiumPay, when you withdraw cash from ATMs, the institutions that operate the ATMs might also charge you certain fees.

Why was I charged an ATM fee?

Yes, you can withdraw by using your Visa card at local ATMs. But this is allowed only for non-residents of Singapore.
This restriction is as per the Singapore Payment Services Act, which mandates that eWallet providers are not allowed to offer cash withdrawal services in SGD from accounts held by residents of Singapore. This is to promote greater adoption of electronic payments. If you are not a resident of Singapore, you may withdraw cash in Singapore.

Can I withdraw money in Singapore?

If your card was retained at an ATM located within a bank, please directly approach the bank for assistance to retrieve the card.
If you are unable to retrieve the card and/or the ATM is not located within a bank, please lock your card immediately by using your NiumPay app, then you can follow the instructions given at section 7.8 to report lost card.

What should I do if my card was retained in an ATM?

Your NiumPay app will automatically authorize transactions by choosing the right currency balance from your multi-currency eWallet account. Your NiumPay algorithm prioritises the currency balance which matches with the transaction currency.
As an example: if your purchase is in the currency X, your NiumPay will attempt to do the following:
It will check whether you have any money in your eWallet of currency X and if it is adequate to process the transaction. If yes, NiumPay will process the transaction by using funds from your eWallet of currency X. If no, NiumPay will check your balances in your other currencies in the following priority and process the transaction by using the first currency that has sufficient balance to fully process the transaction along with an FX fee. The transaction will be declined if none of your currencies has sufficient balance to process the transaction and the applicable FX fee (if any).
<ul>
<li>Singapore Dollar (SGD)</li>
<li>US Dollar (USD)</li>
<li>Euro (EUR)</li>
<li>UK Pound Sterling (GBP)</li>
<li>Australian Dollar (AUD)</li>
<li>Canadian Dollar (CAD)</li>
<li>Hong Kong Dollar (HKD)</li>
<li>Indian Rupee (INR)</li>
<li>Indonesian Rupiah (IDR)</li>
<li>Japanese Yen (JPY)</li>
<li>Philippine Peso (PHP)</li>
</ul>
Before you initiate any purchase / withdrawal in a desired country / currency, please ensure that you have sufficient balance maintained in that currency.
This will help you save on costs incurred for FX. It is recommended that you transfer funds to the currency you are planning to initiate the transaction – in advance. For doing this, please use the &#8216;Exchange&#8217; feature on your NiumPay dashboard.

When I shop using my NiumPay card or withdraw cash at ATMs, how does NiumPay process the transaction using my wallet balances?

In the event of a transaction being declined, Nium will email you the reason on your registered email address. Please check your Inbox or your junk / spam folder. There could be a few reasons:
<ul>
<li>Please check whether you have sufficient balance your multi-currency eWallet (to cover for the transaction and for the fee, if any).</li>
<li>Please check if your card is still active and unlocked/unblocked.</li>
<li>Please check that you have enabled POS/E-Commerce/Cross-border/ATM/MCC controls.</li>
<li>Please see if you have exceeded the daily/monthly spend limits you have configured.</li>
</ul>
After checking, if you are still not sure and you would like to raise an issue, please send an email with your problem to <a href="mailto:niumpaysupport@nium.com" target="_blank" rel="noopener">niumpaysupport@nium.com</a> from your registered email address.

Why has my transaction been declined?

You can easily block your card permanently with the following steps:
<ol>
<li>Log in to your NiumPay app.</li>
<li>On the main NiumPay dashboard, tap Manage.</li>
<li>Swipe to your left/right to choose the right card that you would like to act on.</li>
<li>Select ‘Card replacement’ option.</li>
<li>Choose ‘I suspect a fraudulent transaction’.</li>
<li>Select proceed, and the card will be permanently blocked. If you have a replacement card from your company representative, you can choose to add it, or you can skip to the next step and return to dashboard. In the dashboard, the app will show the card you just blocked with a lock symbol and a message “This card is permanently blocked”.</li>
</ol>
Please also inform your company representative and get your replacement card. Once you have your replacement card, you can add that card to your NiumPay eWallet account anytime by following the steps outlined in section 6.1.

How to permanently block my card?

You can set daily and monthly spend limits at individual card level in few easy steps:
<ol>
<li>Log in to your NiumPay app.</li>
<li>On the main NiumPay dashboard, tap Manage.</li>
<li>Swipe to your left/right to choose the right card that you would like to act on.</li>
<li>Below the card, you will be able to see the current daily and monthly spend limits set (if you have set before).</li>
<li>Scroll down and select the ‘Set limits’ option at the bottom of the screen.</li>
<li>You can easily set your daily and monthly spend limits.</li>
</ol>

How to change my card spend limits?

Cards

It is recommended you take necessary steps to keep your prepaid BSM Visa Debit Card linked NiumPay app account and card details safe. Below are some best practices which we strongly recommend you follow:
<ul>
<li>Keep all information about your card secure.</li>
<li>Avoid writing any of this down – especially in an electronic media.</li>
<li>Information which you need to keep secure includes: your 16-digit card number, PIN, CVV, the user ID and password which you use to access the NiumPay app on your phone.</li>
<li>Beware of phishing scams. Do not share any of the above information.</li>
<li>Be cautious of unsolicited emails, SMS or calls.</li>
<li>Do not click any links or provide your card, account or personal details.</li>
<li>When shopping online, purchase only from trusted websites.</li>
<li>Use a strong password to protect your account.</li>
<li>Update your device frequently. This ensures all the latest security updates are updated on all installed apps.</li>
<li>Update your latest contact details on the NiumPay app (use the profile tab to update).</li>
<li>Opt-in to receive all notifications from NiumPay app, so you are notified in case of any suspicious transactions.</li>
<li>Monitor your transactions in the NiumPay mobile app and report unauthorized transactions immediately.</li>
<li>Most importantly, leverage the ‘Manage’ on your NiumPay app. With only a few taps, the intuitive, easy-to-use dashboard allows you complete control of your card.</li>
<li>Use the above feature to lock your card temporarily or block your card permanently using the mobile app if it is lost, stolen or not in use.</li>
</ul>
For details on how to leverage the ‘Manage’ feature on your NiumPay app, please refer to section 2.2.

How to protect my account?

Your NiumPay account, the Visa debit card linked to your account and the NiumPay app are built, issued, and operated by NIUM Pte. Ltd. (formerly known as InstaReM PTE Limited). The company and its subsidiaries are regulated by governments in each of the 11 jurisdictions where it has licenses.
As a global financial solutions provider, Nium follows best practices to protect customer information and monitor for fraudulent activities round-the-clock.
In the event of any suspicious activity / transactions on your account, Nium will contact you via SMS and/or email immediately to verify the transaction.
For security purposes, we may also lock your card until we receive confirmation from your end.

Does Nium check suspicious transactions on my card?

If you discover transactions on your NiumPay account which have not been authorized by you, please lock your card immediately. For additional security, you can also consider resetting the password of your NiumPay app.
For a step-by-step guide on how to lock your prepaid BSM Visa Debit Card, please refer to section 6.4, and to reset your password please refer to section 2.4.
Following the above steps, please immediately raise a complaint of unauthorized transactions on your account. To do this, please contact Nium’s customer service team via email to <a href="mailto:niumpaysupport@nium.com" target="_blank" rel="noopener">niumpaysupport@nium.com</a>.
On receipt of your email, our customer support team will reach out to you on the subsequent steps.
Our customer support team may ask you to submit the Cardholder Dispute Form, and to provide supporting documents. You can download the form here (<a href="https://cdn.nium.com/app/uploads/2022/02/19052752/Cardholder-Letter-of-Dispute_NIUM-RHAWallet.pdf">click this link</a>). Please complete the form and submit with all the supporting documents within seven calendar days. Do note that depending on the transaction date of the disputed transaction, there is a possibility that you will be required to submit the required form and supporting documents within a shorter timeframe.
Please be reminded that if you have reported the loss of your NiumPay card, you will not be liable for transactions which have not been authorized by you after the reporting of such loss via email to Nium’s customer service team on niumpaysupport@nium.com
If you delay and/or fail to report the loss of your NiumPay card, you will continue to be liable for all transactions performed on the card.

What should I do when I notice unauthorised or suspicious transactions on my account? How to dispute a transaction?

You can download <a href="https://cdn.nium.com/app/uploads/2022/02/19052752/Cardholder-Letter-of-Dispute_NIUM-RHAWallet.pdf" target="_blank" rel="noopener">the form here (click this link)</a>.
Please complete the form and submit with all the supporting documents. Do note that depending on the transaction date of the disputed transaction, there is a possibility that you will be required to submit the required form and supporting documents within a shorter timeframe.

Where can I download the Cardholder Dispute Form?

Please immediately raise a complaint of duplicate transactions on your card. To do this, please contact Nium’s customer service team via email on <a href="mailto:niumpaysupport@nium.com">niumpaysupport@nium.com</a>.

What should I do if I've been charged more than once for the same transaction?

Your account may have been compromised. Please do the following:
<ul>
<li>Log in to your NiumPay app.</li>
<li>On the main NiumPay dashboard, tap Manage.</li>
<li>Swipe to your left/right to choose the right card that you would like to act on.</li>
<li>Select ‘Card replacement’ option.</li>
<li>Choose ‘I suspect a fraudulent transaction’.</li>
<li>Select proceed, and the card will be permanently blocked. If you have a supplementary card from your company representative, you can choose to add it, or you can skip the next step and return to dashboard. In the dashboard, the app will show the card you just blocked with a lock symbol and a message “This card is permanently blocked”.</li>
<li>For additional security reasons, log out. On the login screen, use ‘Forgot Password’ option to reset your password.</li>
</ul>
After completing the above steps, please send an email to <a href="mailto:niumpaysupport@nium.com" target="_blank" rel="noopener">niumpaysupport@nium.com</a> and report your problem. Please also inform your company representative and get your replacement card. Once you have your replacement card, you can add that card to your NiumPay eWallet account anytime by following the steps outlined in section 6.1

What should I do if I receive emails or push notifications in the app stating that my card has been temporarily locked or unlocked, when I have not requested for that?

On receipt of an SMS/email from Nium (email from ‘cards.notifications@nium.com’), verify if you have indeed made the transaction. If yes, please ignore the communication. If not, please lock your card immediately and follow the steps described in section 7.3 for what you should do to report suspicious transactions in your account.
In the event that you do receive an SMS/email from Nium, it will not contain any links requesting for you to login separately, or to provide sensitive information such as your card number, User ID, password or PIN. You are advised to be vigilant of phishing emails and to report them to <a href="https://niumwp.instarem.com/nium-pay-faq/niumpaysupport@nium.com">niumpaysupport@nium.com</a>.

I received an SMS / email from Nium asking if I made a particular transaction on my card. What should I do next?

Please take the following steps:
<ul class="decimal">
<li>Log in to your NiumPay app.</li>
<li>On the main NiumPay dashboard, tap Manage.</li>
<li>Swift to your left/right to choose the right card that you would like to act on.</li>
<li>Select ‘Card replacement’ option.</li>
<li>Choose one of the reasons.</li>
<li>Select ‘Proceed’.</li>
<li>The card will be permanently blocked. If you have another card from your company representative, you can choose to add it, or you can skip the next step and return to dashboard. In the dashboard, the app will show the card you just blocked with a lock symbol and a message “This card is permanently blocked”.</li>
</ul>
Your prepaid VISA debit card is now blocked permanently. You will now not be able to use your prepaid VISA debit card for any transactions.
Immediately upon blocking your prepaid VISA debit card, you will receive an in-app notification as well an email from Nium to your registered email address on record, confirming your card has been blocked and deactivated.
Upon completing the steps, please immediately report the problem by sending an email to <a href="mailto:niumpaysupport@nium.com">niumpaysupport@nium.com</a>.
Please contact your company representative to report your card being damaged/stolen/lost and request for a replacement card to be issued. Your company will arrange for a new replacement card to be delivered to you. Once you have your replacement card, you can add that card to your NiumPay eWallet account anytime by following the steps outlined in section 6.1.
If you have recurring transactions on your card, please inform the merchant/institution of your new card details once you get your card replacement

What should I do if I’ve lost my card, or believe that my card details may have been compromised?

Once a dispute request has been received, we will review the case and file a dispute case according to Visa Dispute Resolution rules.
The merchant will be contacted seeking a response to the dispute with supporting documents.
If the documents from the merchant require your verification, we will contact you directly via email.
Depending on the complexity of the case as well as submission of relevant supporting documents, the dispute resolution process usually takes between 45 to 90 working days for closure.
Nium’s Customer Service team will reach out to you if they need additional information during this process.

What happens after I send a dispute request?

All disputes are processed via a Visa Dispute Resolution process and are managed directly by Visa.
Depending on the complexity of the case as well as submission of relevant supporting documents, the dispute resolution process usually takes between 45 to 90 working days for closure.
Nium’s Customer Service team will reach out to you if they need additional information during this process.

How long will it take to process my dispute?

If you have reported the loss of your NiumPay card, you will not be liable for transactions which have not been authorized by you after the reporting of such loss via email to Nium’s customer service team on <a href="mailto:niumpaysupport@nium.com">niumpaysupport@nium.com</a>.
If you delay and/or fail to report the loss of your NiumPay card, you will continue to be liable for all transactions performed on the card.

Will I be liable for the unauthorised transactions on my lost card?

Security, Disputes

To raise a complaint or provide us with your feedback, please contact Nium’s customer service team via email on <a href="mailto:niumpaysupport@nium.com">niumpaysupport@nium.com</a>.
Please provide relevant information that will help us address your concerns, including:
<ul>
<li>A detailed description of complaint/feedback</li>
<li>Your name and registered email address</li>
<li>Suggested remedial measures (if any)</li>
</ul>
We will revert to your registered email with an acknowledgement and will keep you appraised of the progress in resolving your complaint.