Resources
Frequently Asked Questions
This section provides information about your account and the User Protection measures implemented by SMPL, in compliance with the Payment Services Act guidelines. These measures are designed to ensure the safety and security of Customers, aligning with regulatory standards for financial service providers.
No Clickable Links or QR Codes via Email or SMS: SMPL will not send clickable links or QR codes unless –
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They only contain information (not used for login, transactions, or app download); and
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The Customer is expecting the message.
No Unsolicited Phone Numbers via SMS: SMPL will not send phone numbers via SMS unless the Customer is expecting the message.
Official Website and Contact Details: SMPL ensures its website and contact information are accurately listed and kept up-to date on the Monetary Authority of Singapore’s Financial Institutions Directory (MAS’ FID).
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To protect your account, SMPL will notify you of the potential risks and implications before you perform any high-risk activities, which may include (but not limited to):
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Changing of password;
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Change in contact details;
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Logging in from a new device; or
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Activating a new digital security token.
As an added security, SMPL will require additional confirmation from you before processing any of these actions.
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To enhance user protection, SMPL enforces a cooling-off period of at least 12 hours after certain high-risk activities is carried out.
The cooling-off period helps safeguard your account in case it has been compromised, giving you time to report any suspicious activity and allowing SMPL to take appropriate action.
SMPL provides real-time notification alerts when any high-risk activity is performed. These alerts follow strict protection guidelines and include:
Where alerts are sent: All alerts will be sent to your registered contact(s) with SMPL. If you have provided multiple contacts (e.g. mobile number and email), notifications will be sent to each selected channel.
How alerts are delivered: You may receive alerts via SMS, email, or in-app/push notifications.
What alerts include: Each alert will contain important details, such as –
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The high-risk activity performed; and
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A reminder to contact SMPL immediately if you did not authorise the activity.
As a best practice, SMPL will send transaction notification alert for all outgoing transactions from your account with us, based on the transaction notification threshold you have set.
Additionally, SMPL will provide incoming transaction notifications to give you a complete view of all payments going in and out of your account.
These measures are set in place to help you act quickly if there are unauthorised access to your account.
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Yes, you have the option to receive notifications for all outgoing payment transactions, regardless of the amount. However, if you choose to receive notifications only for certain transactions or instruct SMPL otherwise, SMPL will act in accordance with your instructions.
SMPL provides a kill switch feature that lets you quickly block online access to your account.
This can be found on SMPL’s Platform, under User Profile.
If you have activated the kill switch unintendedly, please contact our customer service team immediately.
Before processing any payment instructed by you, SMPL will display the payment details and recipient information on screen, giving you the opportunity to confirm everything is correct before the transaction is completed.
SMPL offers a reporting channel that is available on the Platform or Website, Monday to Friday, 9:00 to 18:00, for Customers to report any unauthorised or incorrect transactions. Through this reporting channel, you can also promptly block further online access to your account to keep it secure. please contact our customer service team immediately.
SMPL has a process in place to address all claims involving losses from unauthorised transactions. This includes clearly defining responsibilities and procedures for handling errors to ensure your concerns are managed fairly and efficiently. You may contact our customer service team for more information.
SMPL has systems in place to continuously detect and block any suspected unauthorised transactions. Before allowing any such transactions to proceed, SMPL will verify their authenticity to keep your account safe.
