Cash account monies are deposited in a bank account, designated as a trust account, in which the monies are held on behalf of the customers and cannot be used to offset any debts owed by the company to the bank. This means that your money will be stored separately from iFAST's own company bank accounts.

The card issuer is a payment services provider, iFAST will be sharing your information with the card issuer if you have applied for a debit card for your spending needs. Your FSM Global investment details will not be shared across with the card issuer.

It is recommended you take necessary steps to keep your card details safe. Below are some best practices which we strongly recommend you to follow:

• Keep all information about your card secure.
• Avoid recording any card related information - especially keeping electronic records
• 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 to the FSM Global account.
• Beware of phishing scams. Do not share any of the above information.
• Be cautious of unsolicited emails, SMS or calls.
• Do not click any links or provide your card, account and/or personal details.
• When shopping online, purchase only from trusted websites.
• Use a strong password to protect your account.
• Update your device frequently. This ensures all the latest security updates are updated on all installed apps.
• Ensure the contact details in the account are up to date.
• Opt-in to receive all notifications from FSM Global Mobile App, so you are notified in case of any suspicious transactions.
• Monitor your transactions closely and report unauthorized transactions immediately.

Most importantly, use the ‘Lock Card’ feature in your FSM Global Account under My Account > Debit Card. Lock your card immediately if it is lost, stolen, or not in use. The lock/unlock function takes effect instantly.

An OTP (One-Time Password) is a 6-digit code sent to your registered mobile number or email to verify online debit card transactions with merchants that support 3D Secure. It is valid for one transaction only. If you don’t receive it, please update your contact details with FSM Global.

If any suspicious activity or transactions are detected on your FSM Global Debit Card, we may temporarily block your card as a precaution. If you have confirmed that the transaction is valid and not fraudulent or unauthorised, you may unblock your card by going to My Account > Debit Card > Lock Card.

Fraudulent transactions may occur when a card is compromised via the following means:

• Stolen physical cards.
• Cloned a card when physical transactions were performed at merchants and/or ATMs.
• Access to card details when transactions were performed at shops and/or websites with poor security infrastructure.
• Obtained card details.
• Scams by misleading and/or convince victims to conduct transactions on their behalf.

Customers would also need to take reasonable steps to protect their own interests. These include adopting good security practices such as protecting your device, login credentials and OTP.

If you notice any transactions on your FSM Global Debit Card that you did not authorize, please lock your card immediately by going to My Account > Debit Card > Lock Card. Any transaction attempted after the card is locked will be declined.

If you confirm a fraudulent transaction or notice any transaction attempts on your locked card, please click on “Report a Card Cancellation” to permanently terminate the card. You may then request a replacement card.

Tip: You can perform a search online for the name of the unfamiliar merchant listed on your transactions. Companies sometimes have a different brand or shop name from their registered business name, so doing this check could help you recognise a legitimate transaction.

There are two categories of dispute:

1. When a cardholder says that he/she did not authorise a particular transaction (Fraudulent Transaction).
2. When a cardholder encounters issues with the goods and services purchased (Non-Fraudulent Transaction).

Important Note: For unrecognised transactions, please ensure you immediately lock your card at My Account > Debit Card > Lock Card.

To report a disputed transaction, please email us at clienthelp@fundsupermart.com with details of the unauthorised transactions on your account. If the transaction is suspected to be fraudulent, kindly provide as much information as possible to assist in our investigation.

Please note that, depending on the transaction date, you may be required to submit the necessary dispute form and supporting documents within a short timeframe.

All disputes are processed via our card issuer. 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.

Please report the card as lost immediately by logging in to FSM Global and going to My Account > Debit Card > Lock Card > “Report a Card Cancellation”, and also email us at clienthelp@fundsupermart.com. You will not be liable for any unauthorized transactions made after the loss has been reported.

However, please note that if you delay or fail to report the loss of your FSM Global Debit Card, you will remain liable for all transactions made on the card, even if they were not authorized by you.

You may report the duplicated transactions to us via call/email/live chat service. Any duplicated transactions will take up to 9 business days to reverse. 

Do take note that any processing fee or FX difference on the duplicate transaction will not be reversed.

You can download the FSM Global Mobile App from your other phone and you will be able to log in. An OTP will be sent to your registered mobile number for security reasons, with that you will be able to log in to the FSM Global Mobile App. If you lost your phone, you should consider changing your password by using ‘Forgot your password’ feature.

You can temporarily lock your FSM Global Debit Card by following steps:

1. Log in to your FSM Global account.
2. Go to My Account (website) or Holdings (App) > Debit Card.
3. Click ‘Lock Card’ button.
4. Click to enable the lock, e.g. enable lock when the button is in blue, disable lock when the button is in grey
5. Complete your request by entering password (website) or biometric authentication ( mobile device), e.g. Face ID or finger print on your device.
6. Your card is now locked temporarily.

Immediately upon temporary locking your debit card, you will receive push notification in FSM Global Mobile App as well as an email notification to inform on the temporary lock.

You can unlock your FSM Global Debit Card by following steps:

1. Log in to your FSM Global account.
2. Go to My Account (website) >  Holdings (App) > Debit Card.
3. Click ‘Lock Card’ button.
4. Click to disable lock and submit your request. e.g. enable lock when the button is in blue, disable lock when the button is in grey
5. Complete your request by entering account login password (website) or biometric authentication (App). e.g. Face ID or finger print on your device.
6. Your card is now unlocked.

Immediately upon unlocking your debit card, you will receive push notification in FSM Global Mobile App as well as an email notification to inform on the unlocked status.