Frequently Asked Questions


Vivid Savings

What is this Vivid Prepaid Mastercard ("Vivid Card")? Is it a credit card?
The Vivid Card is a prepaid card jointly issued by Singapura Finance Ltd and MatchMove Pay Pte Ltd under the Mastercard brand name. It can be used on any Mastercard Point-of-Sale worldwide and online shopping as a payment option. It is not a credit or debit card. For more details, please refer to the FAQ on the Vivid Card below.


Can I transfer money from my Vivid Savings Account, Vivid e-Wallet or Vivid Card to another bank account with another financial institution?
Yes, you can. You can transfer money in the Vivid e-Wallet to any local bank account or other e-wallets such as Grabpay Wallet. Do note that there is a maximum limit of $500.00 per day for transfer. To perform fund transfer of bigger amount, you will have to use our SFL Go internet banking platform. For more information on using and installing the SFL Go app, please refer to our website at www.sfl.sg/services.php#sflgo.


Can I withdraw money from my Vivid Savings Account, Vivid e-Wallet or Vivid Card at the local ATM in Singapore?
No. This option is currently not supported.


How do I check the balance of my Vivid Savings Account?
You can send a SMS request to request for the transaction history or the balance of your Vivid Savings Account. For more details, please refer to https://www.sfl.sg/services.php. We will also send monthly e-statement to your registered email account.

You can also use our SFL Go internet banking platform to check your account balance and details. For more information on using and installing the SFL Go app, please refer to our website at www.sfl.sg/services.php#sflgo.


I have never heard of Singapura Finance. How safe is my money with you?
Singapura Finance is a licensed finance company under the Finance Companies Act. We have been established since the 1950s and is listed on the SGX. Singapura Finance is a scheme member of the Singapore Deposit Insurance Corporation and all deposits place with us are protected under the Singapore Deposit Insurance Scheme for up to $75,000.00 per account.

What is the Vivid Savings Account?
The Vivid Savings Account is a savings account that offers one of the highest savings interest rate in Singapore without multiple qualification conditions.


How is it different from your traditional/usual savings account?
This is an online account which you can open online and perform transactions without the need to visit our Customer Centre. It comes with a Vivid e-Wallet and a Vivid Card to facilitate cashless transactions.


Why is the interest rate higher than the usual savings account?
The Vivid Savings Account is an online account that requires minimum human interaction. As we save on manpower and other incidental costs, we are able to return to you the value as higher interest. For the same reason, we discourage over counter transactions and hence will charge customer for each transaction performed over the counter with our tellers. However, at the current moment, over counter transaction fees are waived until further notice.


Is there any catch? Terms and conditions to qualify for the higher interest rate?
There is no multiple qualification conditions. The only 2 requirements are 1) the initial minimum amount to open the account is $500.00 and 2) you must maintain a minimum balance of $200.00 at all time. If for whatever reasons your balance fall-below $200.00 we must request that you close the account. Terms and conditions for early closure or termination applies.

For the current $36 Cash Credit Promotion, the initial minimum amount to deposit is $1,000.00 and you must maintain a minimum balance of $1,000.00 for a period of 3 months from the date of activation of account.


Who can apply for the Vivid Savings Account?
Singaporean or Permanent Residents aged 16 years old or older.


Can I open this account with my spouse or parents?
No. Vivid Savings account can only be opened in single person’s name.


What is the initial deposit? Minimum amount to open the account?
An initial deposit of $500.00 is required to open the account. After which, a minimum of $200.00 must be maintained.

For the current $36 Cash Credit Promotion, the initial minimum amount to deposit is $1,000.00 and you must maintain a minimum balance of $1,000.00 for a period of 3 months from the date of activation of account.


Is there any fall below fee if my balance falls below the required amount?
As this is a savings account, there will not be any fall below fee charged. However, you will be required to maintain the requisite minimum amount of $200.00.


Can I open the Vivid Savings Account at any Customer Centre?
You can open the account from the comfort of your home or office using your own mobile devices or computer. However if you need assistance, our Customer Service Officers at the various Customer Centre can assist and guide you through the process of application online using your mobile or portable devices.


Where do I locate your Customer Centres and what are their opening hours?
Please refer to our website https://www.sfl.sg/contact_us.php for the location of our Customer Centres and their respective operating hours.


I have submitted my application online. When will I be notified of my account status?
Applicants will be notified of the account status within 3-5 business days via SMS and email. Thereafter, you need to complete the steps mentioned in the email.


I have forgotten my Singpass account. Can I open the account without one?
Your Singpass account is needed to allow MyInfo to retrieve personal data to pre-fill the relevant fields for account opening. Please visit https://www.singpass.gov.sg and follow their instructions to reset your Singpass account.


Why can’t I edit my information on the pre-filled fields on the application page?
Information are retrieved directly from the government web-site at MyInfo. Kindly visit MyInfo or contact the relevant government agency to update your latest information.


My details pre-filled on the application is not correct/up to date. How do I update it?
If the information is incorrect, kindly visit MyInfo or contact the relevant government agency to update your latest information.


I just updated MyInfo with the change of information. Why isn’t this reflected in my Vivid Savings Account details?
MyInfo currently does not share nor notify changes of information of their members. Please proceed to https://sfl.sg/services.php and use MyInfo to update your contact information with us.


Why was my application rejected?
All applications go through an approval process. For confidentiality purposes, we are unable to reveal why your account application was unsuccessful.


Can I deposit/withdraw my money over the counter?
In line with our Government’s policy towards a cashless society, we have enabled deposit to your Vivid Savings Account through various e-payment platform such as PayNow, eNets and AXS. Customers are also encouraged to make use of the Vivid Card to perform transactions without having to visit our Customer Centre.

There will be a $3.00 fee per transaction if you wish to perform a deposit/withdrawal over the counter. However, transaction fee is currently waived until further notice.


How do I activate my account?
Simply transfer a minimum deposit of $500.00 via any approved e-payment platform to activate your account. For more information please visit: https://www.sfl.sg/services.php.


I have activated my Vivid Savings Account but I did not receive my Vivid Card.
Your Vivid Card will be mailed to your registered address or mailing address within 7-14 business days after the creation of your Vivid e-Wallet on your mobile device and the successful activation of your account. Watch for our SMS and email notification.


I have submitted multiple applications due to an update of details. What should I do?
Kindly contact our Customer Service Hotline or visit www.sfl.sg to submit an enquiry form.


I would like to place a fixed deposit using my money in the Vivid Savings Account. Do I have to pay for the transaction fee?
There will be no transaction fee imposed for placement of fixed deposit debiting directly from your Vivid Savings account. Please visit our Customer Centres to establish the instructions.


Can I close my Vivid Savings Account 3 months later?
There will be a total early closure fee of $55.00 for account closed within 6 months comprising of $25.00 for the Vivid Savings Account and $30.00 for early termination of the Vivid Card.


I wish to close my Vivid Savings Account. How do I do that?
Firstly, please ensure you have already uploaded a signature for your account. Please visit any of our Customer Centres to close your Vivid Savings Account. Do note that your Vivid e-Wallet and Vivid Card will automatically be terminated once your account is closed.


I have $3,000.00 in my Vivid Savings Account. Is it covered by the Singapore Deposit Insurance Corporation (SDIC)?
Yes. Your deposit with Singapura Finance is cover under SDIC for up to $75,000.00 for each individual.


I did not receive my Vivid Savings Account passbook.
The Vivid Savings Account is an online account. No physical passbook will be issued. You may request for your statement online through our SMS Services at https://sfl.sg/services.php (SMS Banking).


I have an existing savings account with Singapura Finance. Can I convert this to the Vivid Savings Account?
No. This option is not available. You will have to close the existing account at our Customer Centre and open the Vivid Savings Account separately online or you can choose to keep the existing savings account.


Can I transfer my funds from my Vivid Savings Account to my other bank accounts?
Yes, you can. To perform funds transfer to another local bank, you will have to use our SFL Go internet banking platform. For more information on using and installing the SFL Go app, please refer to our website at www.sfl.sg/services.php#sflgo.

You can also transfer money in the Vivid e-Wallet to any local bank account or other e-wallets such as Grabpay. Do note that there is a maximum limit of $500.00 per day for transfer via the Vivid e-Wallet.


Can I make payment from my Vivid Savings Account to my friend?
Yes, you can. You can transfer money in the Vivid e-Wallet to any local bank account or other e-wallets such as Grabpay. Do note that there is a maximum limit of $500.00 per day for transfer. You can also do so directly via the Vivid e-Wallet if your friend also has a Vivid Savings Account with the Vivid e-Wallet app installed. To perform fund transfer of bigger amount, you will have to use our SFL Go internet banking platform. For more information on using and installing the SFL Go app, please refer to our website at www.sfl.sg/services.php#sflgo.


I deposited $500.00 via e-payment services to my Vivid Savings Account at 8 a.m. this morning. However, I still cannot see the new balance in my account now at 12 noon. Why is this so?
Deposit made through 3rd party e-payment providers are received by us on a batch basis. As such, we are not able to credit the money to the Vivid Savings Account immediately. As a general rule, deposit received before 4 p.m. on a working day will be credited to the account on same day. Payment received after 4 p.m. on a working day or on a weekend/public holiday will be credited on the next working day.


I deposited $500.00 via PayNow to my Vivid Savings Account at 10 a.m. this morning. However, I still cannot see the new balance in my account now at 2 p.m. Why is this so?
As deposit made through PayNow does not have a fixed format reference field, we need to verify each payment via PayNow before crediting the money to the Vivid Savings Account. As such, the crediting will not be immediate. As a general rule, deposit received before 4 p.m. on a working day will be credited to the account on same day. Payment received after 4 p.m. on a working day or on a weekend/public holiday will be credited on the next working day.


Is there any cap on the amount that I can transfer from my Vivid Savings Account to the Vivid e-Wallet/Vivid Card?
You can only transfer a maximum of $500.00 per day from your Vivid Savings Account to your Vivid e-Wallet.


I received an SMS stating that my account is turning dormant. What is dormant and what should I do?
Your Vivid Savings Account will be “Dormant” if the account has no transaction for a year. When your account turned dormant, you will not be able to transfer funds into the Vivid e-Wallet. We will send you an email and SMS notification 30 days before your account turn dormant. Simply perform some financial transactions to your Vivid Savings Account for example: deposit some money via PayNow into your Vivid Savings Account to keep your account active.


What is the Vivid e-Wallet?
The Vivid e-Wallet is an app that you install on your mobile device that will enable you to manage your Vivid Savings Account such as transferring money from/to your Vivid Savings Accounts and to your Vivid Card and other bank accounts.


What can I do with the Vivid e-Wallet?
With the Vivid e-Wallet, you will be able to view the transactions performed on your Vivid Card, transfer funds to/from your Vivid Savings Account to the Vivid e-Wallet and/or Vivid Card; transfer funds to other local banks.


Who is eligible for the Vivid e-Wallet?
All Vivid Savings Account opening will have to install the Vivid e-Wallet on their mobile device to facilitate the transfer of money from the Vivid Savings Account to the Vivid Card.


Can I don’t install the Vivid e-Wallet?
You need the Vivid e-Wallet to manage the card and perform necessary digital transactions. Without the Vivid e-Wallet, you will not be able to make use of all the digital functions of the account.


How can I top up my Vivid e-Wallet?
You can top up/load your Vivid e-Wallet by selecting “Top Up” on the home tab from the Mobile Application. The action of “Top-up” is a withdrawal from your Vivid Savings Account and direct crediting to your Vivid e-Wallet. You will receive an OTP on your registered mobile number to validate your transaction request.


Is there a maximum/minimum amount that I can top up to my Vivid e-Wallet from my Vivid Savings Account?
The minimum amount is $10.00 and the maximum amount is $500.00 per day.


I have transferred/top up $500.00 from my Vivid Savings Account to my Vivid e-Wallet. Is this amount covered under SDIC?
The SDIC will only cover your deposits in the Vivid Savings Account. Funds stored in the Vivid e-Wallet and/or Vivid Card is not insured by SDIC.


I have $3,000.00 in my Vivid e-Wallet. Is it covered by SDIC?
SDIC only covers your deposits in your Vivid Savings Account. Funds stored in the Vivid e-Wallet and Card are not insured by SDIC.


What is the maximum amount that I can store in my Vivid e-Wallet?
The maximum amount allowed to be stored in the Vivid e-Wallet at any one time is $3,000.00. This is shared between the amount in the Vivid Card and the total in both cannot exceed $3,000.00.


Where do I view my Vivid e-Wallet balance?
Vivid e-Wallet balance will appear on the main menu / home page of the Vivid e-Wallet app on your mobile device. Do note that your Vivid e-Wallet balance and Vivid Card balance may be different as you can allocate different amount between the Vivid e-Wallet and the Vivid Card.


Can I use the money in my Vivid e-Wallet to pay for purchases such as Grab ride, online shopping etc?
No you can’t. This is currently not supported. To make payment, you can use the Vivid Card.


What happens if I would like to close my Vivid e-Wallet?
Simply offload the value in your card to your Vivid e-Wallet. Once the full balance is reflected on your Vivid e-Wallet, select “Transfer to Vivid Savings Account” to transfer the remaining balance in your Vivid e-Wallet to your Vivid Savings Account. Thereafter, to close the Vivid Savings Account, you will need to visit any of our Customer Centre. Before visiting the customer centre, please ensure to update your signature online if you have not done so.


What is the Vivid Card?
The Vivid Card is a fully functional prepaid card jointly issued by Singapura Finance and MatchMove Pay Pte Ltd under the Mastercard brand name. It can be used at any Mastercard Point-of-Sale worldwide and online shopping as a payment option.


How is the Vivid Card different from a credit card?
A credit card is a payment card that is issued by a bank (the card issuer). The card issuer will grant a revolving line of credit to the cardholder. The cardholder can utilise up to the full extent of the revolving line of credit. The cardholder will have to pay the amount used and interest at specific interval as stipulated under the card agreement.

The Vivid Card is a payment card issued by Singapura Finance and MatchMove Pay Pte Ltd. The cardholder can load/top up the card with any amount of money from his Vivid Savings Account and use the card for payment options. The money used is deducted from the amount loaded and there is no need for the cardholder to “repay” the money or interest.


What is the advantage of having a Vivid Card as compared to a credit card/debit card?
The main advantage of a prepaid card is that in the event that a prepaid card is stolen or the account hacked into, the amount of loss is limited to the amount remaining on the card unlike in the case of a credit card where the loss can be up to the full amount of the credit limit un-utilised or the full amount in the savings account in the case of a debit card.

For the Vivid Card, the cardholder can limit his loss further by unloading the money in the Vivid Card to the Vivid e-Wallet.

There is no minimum income requirement to apply for a Vivid Card unlike a credit card where current legislation requires the cardholder to have a minimum annual income of $30,000.00 to qualify for a credit card.

The Vivid Card also comes with a dynamic CVC for online purchases. This means if the card is lost or your online shopping account is hacked, the fraudster will not be able to use the card since there is no CVC.


Why should I apply for the Vivid Prepaid Mastercard instead of any other prepaid card?
Unlike any standalone prepaid card, the Vivid Card is linked to your Vivid Savings Account through the Vivid e-Wallet and you can easily transfer funds to and fro and earn interest on the balance in the Vivid Savings account.

The Vivid Card also comes with a dynamic CVC for online purchases. This means if the card is lost or your online shopping account is hacked, the fraudster will not be able to use the card since there is no CVC.


How can I get my Vivid Card?
The Vivid Card comes with the Vivid Savings Account and will be mailed to your registered address with Singapura Finance within 7-14 days after creation of the Vivid e-Wallet account.


Can I apply for a Vivid Card without opening a Vivid Savings Account?
No you can’t. The Vivid Card is a by-product of the Vivid Savings Account and cannot be applied for separately.


I am a retiree/unemployed. Can I apply for the Vivid Card?
Yes you may as long as you open a Vivid Savings Account. In fact the Vivid Savings Account is particularly suitable for retiree and senior citizens who no longer qualify for a credit card but wish to enjoy the conveniences of a credit card and enjoy high interest at the same time.


I have received my Vivid Card. How do I activate it?
You are required to log in to your account using the mobile number and email registered with Singapura Finance to use the Mobile Application. Enter your 12 digit card kit number provided in the welcome kit to activate your new Vivid Card.


Can I perform a cash withdrawal from local ATM machine?
No. Singapura Finance do not operate any physical ATM currently. In line with the government policy of promoting a cashless society, cash withdrawal from other financial institutions’ ATM machine is not a default option.


Can I perform a cash withdrawal from overseas ATM machine when travelling?
Yes you can but you will need to request for a Pin. A fee of $5.00 is chargeable each time to enable or reset the Pin and the fee will be deducted from your account. In addition, the ATM operating banks will impose a fee for each transaction performed at their ATM. For more details on the related charges, please refer to https://sfl.sg/charges.php. To request for a Pin, please call our Customer Service Hotline at 6880 0668 during office hours. The $5.00 fee will be debited from your Vivid Savings Account and the Pin will be sent to you directly via SMS.


How do I top up/add value to my Vivid Card?
You can load your Vivid Card through the Vivid e-Wallet with the following steps:

Tap “Cards” tab, tap “Load” button.


What is the maximum amount that I can store in my Vivid Card?
The maximum amount allowed to be stored in the Vivid Card is $3,000.00. This is share between the amount in the Vivid e-Wallet and the total in both cannot exceed $3,000.00.


How do I transfer funds from Vivid Card to Vivid e-Wallet?
Tap on the “Cards” tab. Select the card you wish to unload and tap the “Unload” button.


My Vivid Card has been debited for a purchase with an “unsuccessful“ order status. What should I do?
The amount will be credited into the Vivid Card immediately in case of reversal. In case if the transaction is settled, the process of refund through Mastercard network could take up to 7-14 days.


Can I use the Vivid Card for travelling on bus/mrt?
Yes you can. You just need to tap and go.


How can I view my fare on the Vivid Card?
To see the full fare details, you will need to add the Vivid Card to the SimplyGo account on the TransitLink SimplyGo Portal or TransitLink SimplyGo Mobile App. Thereafter you will be able to view the details.


Are there any charges to the fares when using my Vivid Card for transit?
The fares charged using the Vivid Card and all locally-issued contactless bank cards are the same as existing card fares.


Will the fare amount be displayed on the fare reader when I tap to exit using my Vivid Card?
When using your Vivid Card for transit payment, the fare reader will display “Bank Card Usage” when you tap to enter/exit.


Why is there an earmarked amount on my card?
A pre-authorisation fee of $0.10 will be initiated after a posting of payment is made to the card used at the point of boarding. The pre-authorised amount is performed to ensure that your card is valid and reflected as the earmarked amount on your card. This will be displayed as paid to “BUS/MRT SINGAPORE SGP”.


How will my transit fares be charged?
The fares will be accumulated to Vivid Card for up to 5 days, or after every 21 transactions or after a total of $15.00 is spent, whichever is earlier. The accumulated amount will be posted as “BUS/MRT SINGAPORE SGP” transactions. LTA may post $0.10 whenever you use your card for travel for validating the card. All these operations are subjected to changes by SMRT/LTA. You may wish to download the LTA app SimplyGo to monitor your transactions.


Can I use the Vivid Card for online purchase?
Yes you can. The Vivid Card is accepted on all sites that accepts Mastercard payment.


I keyed in the CVC “888” on the back of the card for my online purchase and the purchase was rejected. Why is this so?
The CVC “888” is not the actual CVC. For your protection against fraud, the Vivid Card has a dynamic CVC. For online purchase, you just need to press the “Generate CVC” on the Vivid e-Wallet app to generate a new CVC for each purchase.


Can I add the Vivid Card to other online merchants’ e-Wallet like Grabpay Wallet, Lazada Wallet?
Generally you should be able to add the Vivid Card to most online merchants’ payment e-wallet. When adding the details of the Vivid Card, you will have to request for the CVC by pressing the “Generate CVC” on the Vivid e-Wallet app to add your card to the e-wallet of other online merchants.


Can the Vivid Card be used with other online payment wallet such as Google Pay, Samsung Pay or Apple Pay?
You can add the Vivid Card to GPay(Google) and Samsung Pay. Apple Pay is currently being tested and we hope to roll out to you real soon.


Do I need to sign on the back of the Vivid Card?
No. From October 2018 Mastercard no longer requires a signature on the back of a Mastercard or for merchants to collect a signature on checkout. However, it is advisable for you to do so as a measure against fraud.


I lost my Vivid Card. How do I block the card?
You should immediately unload/transfer any remaining money in the Vivid Card to your Vivid e-Wallet. Thereafter, you can request for a new Vivid Card.






Singapura Finance iBIZ

1. What is SFL iBIZ?
SFL iBIZ is Singapura Finance’s internet banking platform for businesses. The platform can help you manage your cash flow and transact with more convenience and efficiency.
 
2. Is SFL iBIZ available 24 hours a day?
Yes. SFL iBIZ is available 24/7. However, some transactions may be subject to processing hours.
 
3. Can I access SFL iBIZ outside of Singapore?
For security reasons, SFL iBIZ is only accessible in Singapore.
 
4. Can I access SFL iBIZ using my mobile phone?
Yes, you can access SFL iBIZ via the SFL iBIZ Mobile App. You can download the Mobile App from the App Store (for iPhones) or Google Play (for Android phones). Please note that mobile phone running on other system and non-mobile devices such as iPad and tablets are not supported.

1. Who is eligible to apply for SFL iBIZ?
Sole proprietors/companies/clubs and societies or any other entity that have a Business (Current) account with Singapura Finance are eligible to apply for SFL iBIZ.
 
2. I do not have a business account. How do I open a business account with Singapura Finance?
For more information on Singapura Finance business accounts, please visit any of our Customer Centre or contact your Relationship Manager.
 
3. How do I apply for SFL iBIZ?
You may contact your Relationship Manager to request for SFL iBIZ application form. Alternately, you may visit any of our Customer Centre to apply.
 
4. I have forgotten my Organisation Group ID & User ID. How do I reset them?
Your Organisation Group ID and User ID are permanent once assigned and you will not be able to amend your Organisation Group ID or User ID. If you have forgotten them, you may retrieve the Welcome email that was sent to you or contact our Customer Service Hotline for assistance.
 
5. How long does it take for the Bank to process my application and send me my SFL iBIZ login details?
It takes up to 10 working days from the receipt of your application form and the complete set of documents to process your application. Upon successful creation of your User ID, an email will be sent to the email address as indicated on your SFL iBIZ application. Please ensure that the email address and contact number provided in the application form is accurate. If you do not receive your SFL iBIZ email, please contact our Customer Service Hotline during office hours.
 
6. How will I know if my application for SFL iBIZ is successful?
You will receive an SFL iBIZ email containing your login details for activation of your SFL iBIZ account.
 
7. Can I provide my overseas contact number to be used in SFL iBIZ?
No. The use of SFL iBIZ is limited to Singapore registered phone number only.
 
8. Are there any charges for using SFL iBIZ?
While there is currently no charge for subscribing to SFL iBIZ, fee may be applicable for various transaction services. For a full list of fees and charges, please take a look at our Charges Guide.
 
9. How do I add users to SFL iBIZ?
To add Users, please submit a maintenance form to us. You may download the form here from our services page or obtain the form from any of our Customer Centres.
 
10. My access only allows me to enquire about my account balance. How do I add more services to my SFL iBIZ access?
To subscribe for more SFL iBIZ services such as funds transfer, bulk payment or payroll, please submit a maintenance form to us. You may download the form from our Services page or obtain the form from any of our Customer Centres.

1. How do I activate my User ID?
You will receive an email containing your Organization Group ID and User ID once your account has been successfully created. To activate your account, download the SFL iBIZ Mobile App onto your phone and perform a 'First Time Login'.
 
2. How do I perform a first time login
• Download SFL iBIZ Mobile App from App Store (Apple) or Play Store (Android)
• Launch SFL iBIZ Mobile App on your mobile and select ‘Login’ button
• Select ‘First Time User?’
• Input your Organisation Group ID, User ID, Email ID and tap the submit button
• Input the ‘Email Activation Code’ sent to your registered email address
• Input the ‘SMS Activation Code’ sent to your registered mobile number and tap the submit button
• Input your preferred 6-digits Mobile Pin and select next to reconfirm the 6-digits Mobile Pin
• Input your preferred new password and tap submit
• A confirmation email will be sent to your registered email ID once you have successfully performed a first time login
 
3. I have forgotten my password. How do I reset it?
To reset your password, key in the required information in the 'Forget Password' screen. You will be prompted to verify your Mobile Pin and a SMS activation code will be sent to your registered mobile device. You will be redirected to the 'Change Password' screen to create a new password.
 
4. I have forgotten my Organisation Group ID and User ID. How do I reset it?
You are not allowed to reset your Organization Group ID and User ID. Kindly contact our Customer Service Hotline for assistance.
 
5. How many invalid login attempts is allowed before my User ID is locked?
Your User ID will be locked after 5 invalid login attempts. The Mobile Pin will be locked after 5 invalid attempts to input the Mobile Pin into the mobile.
 
6. My User ID or Mobile Pin is locked. What should I do?
• To unlock your User ID, select ‘Forget Password’ on our SFL iBIZ desktop page and follow the instructions accordingly.
• To unlock your Mobile Pin, launch your Singapura iBIZ Mobile App and select the login button and input your credentials. Proceed to select the login button and follow the instructions accordingly.
 
7. I have multiple companies, each with their own Organisation IDs and User IDs for SFL iBIZ. Is SFL iBIZ able to save all the credentials in such way that I do not need to keep reentering my credentials during each login?
SFL iBIZ will not be able to save credentials. Users will need to enter their credentials every time they wish to perform a login.
 
8. I have more than 1 company and each company has its own login ID. Can I register for SFL iBIZ Mobile App for each company using the same mobile device?
Yes. You may. However, kindly note that only a single user from multiple organisation is allowed to login using the same mobile device. 2 users from the same organisation will not be allowed to login using the same mobile device.

1. Does my company need to apply for Email Notifications service?
For your convenience, Singapura Finance will automatically enroll email notifications to all authorized users. There is no need to register for this service.
 
2. How can my company add or update email address to Email Notifications?
You may download the maintenance form from our Services page and submit to us for update. Please allow at least 5-7 business days for the records to be updated.
 
3. We received notifications for a transaction that we did not perform. What should we do?
Please contact your administrator immediately to suspend the compromised User ID if you believe that your account has been compromised. You may also wish to lodge a police report and report the issue to us.
 
4. Does my company have to pay for these Notifications service?
This service is provided to you free-of-charge. However, if you are travelling and on a roaming network, your mobile service provider may charge you for receiving any incoming notifications depending on your mobile subscription plan. Find out more information from your mobile service provider.
 
5. Can my company opt out from Email Notifications?
No, you will automatically receive Email Notifications upon performing the related transactions.
 
6. Why didn't my company receive the Email Notifications even though we had performed the related transactions?
If you do not receive any emails, please check your spam folder and that your email address is updated with the bank.
 

1. Can I do FAST transfer using SFL iBIZ?
You may do immediate transfer to another bank account and this is similar to FAST.
 
2. How do I create a funds transfer using SFL iBIZ?
As a maker, you can create funds transfer by selecting the option ‘Transfers’ on the menu bar. Select ‘Create Transfer’ and follow the on screen workflow for transfer creation.
 
3. Can I restrict a specific maker/authorizer to creating/authorizing payment to specific payees only?
No. This is not possible.
 
4. Can I edit a transaction after it has been sent for approval?
• Yes. You may request your checker to perform the tasks by selecting the option ‘Transfer’ on the menu bar, select sub-menu ‘Pending Approval’ to edit or delete the transaction
•As a checker, select ‘Amendment’ in the action dropdown list under ‘Pending Approval’ workflow to return the transaction to the maker for editing a transaction
• The maker will then click into the ‘Pending Approval’ workflow on the menu bar and search for the status of the transaction that is required to be amended is indicated with the indication of ‘Pending Repair’
• To edit your transaction, click ’Edit’ under the action dropdown list
 
5. Can I delete a transaction after it has been sent for approval?
• Yes. You may request your checker to perform the tasks by selecting the option ‘Transfer’ on the menu bar, select sub-menu ‘Pending Approval’ to delete the transaction
• As a checker, select ‘Reject’ in the action dropdown list under ‘Pending Approval’ workflow to delete transaction
 
6. Can I make transactions in foreign currency?
No. You can only perform your transactions in Singapore Dollar at the moment.
 
7. How do I approve a funds transfer transaction?
If you are using SFL iBIZ desktop:
• Select the option ‘Transfer’ on the menu bar and click ‘Pending Approval’
•Select the types of transactions in the dropdown list to be approved under ‘Filter Transaction Type’
• Click on the ‘Batch Reference’ to view in details for the transaction. To approve, scroll to the right of the selected list of transactions select ‘Approve’ in the action dropdown list
• To authorize a transaction, you will need your mobile token
• Launch SFL iBIZ Mobile App > tap on ‘Authorise’ > select ‘Secure Token For Authorisation’ > enter your 6-digits pin on ‘Verify Soft Token Pin’ page > ‘Generate Response’, enter the reference number you see on Step 2: Payment authorisation details to generate the security code. > The code will be generated, please enter the 8 digits code in the box within 1 min

If you are using SFL iBIZ Mobile Application:
• Select the option ‘Transfer’ on the menu bar and click ‘Pending Approval’
• Select the types of transactions to be approved under the option: Filter Transaction type, scroll to the right of the selected list of transactions to be approved and select ‘Approve’ in the action dropdown list
• You will be prompted to enter your 6-digits Pin for verification thereafter your transaction is successfully approved
 
8. How do I update my authorisation mandate?
To update your authorisation mandate, or change the authorisation groups, you may download the maintenance form from the Services page and submit to us for update. Please allow at least 5-7 business days for the records to be updated.
 
9. What are the limit controls available for monetary transactions in SFL iBIZ?
Every monetary transaction can only be approved according to the approval mandate in the authorisation profile. Daily limit is capped at $500,000.00.
 
10. The authoriser notified to approve the payment is not available to approve it. Can other authorisers help to approve the payment?
Yes. Any authoriser indicated according to the company’s approval mandate can approve the payment.
 
11. How do I stop a payment after it has been fully approved and sent to the Bank for processing?
You will not be able to stop the payment after it has been approved.
 
12. What is the stop request function for?
The stop payment function is to cancel/stop future dated transactions submitted by the maker.
 
13. I have transferred an incorrect amount to a payee. What should I do?
Please contact the party directly for refund.
 
14. I have transferred funds to a wrong account. What should I do?
You can submit a ‘Funds Transfer Recall Form’ for us to inform the recipient bank of the erroneous transaction. We will update you once the recipient bank informs us of the account holder’s response. Please note we can only facilitate the request but will be unable to recover the funds on your behalf and if the recipient does not respond, you may have to consider other recourse such as filing a police report.
 
15. How do I deposit funds from other financial institutions to my Savings account using the SFL iBIZ?
You cannot transfer funds from other financial institutions to your SFL accounts using SFL iBIZ. However, you can use e-payment methods to transfer the funds to Singapura Finance. Please include your Business account number as the reference.
 

1. How many months of account activity data can I view/retrieve from SFL iBIZ?
SFL iBIZ can display account activity data for the past 3 months.
 
2. What if I need to view account activity data beyond 3 months?
Please visit the nearest Singapura Finance Customer Centre to request for the Statement of Account. Fees may apply.
 
3. Can I download/export my account statements in SFL iBIZ?
You will be able to download/export the account statements of all your Singapura Finance accounts that are linked to SFL iBIZ. Please note that the layout of the downloaded statement may differs from the physical account statement.
 
4. Can I export the transaction details?
Yes. You can export the transaction details in either PDF, CSV or Excel format.
 

1. I have accidentally uninstalled the SFL iBIZ Mobile App. Do I need to repeat the authentication process all over again after re-installing the Mobile App?
Yes. You will need to set up your Mobile Pin again. On your SFL iBIZ Mobile App, select the login button and input your credentials. Proceed to select the login button and follow the on-screen instructions accordingly.
 
2. Can I approve transactions using the SFL iBIZ Mobile App?
Yes. You can approve all types of transactions using the SFL iBIZ Mobile App.
 
3. I did not receive the OTP when registering for SFL iBIZ. What should I do?
Please try again after 30 minutes. If the problem persists, please contact our Customer Service Hotline immediately.
 
4. What are the benefits of SFL iBIZ Mobile App?
The benefits are:
• Secure: SFL iBIZ Mobile App is protected by a 6-digits Mobile Pin chosen by you. Each SFL iBIZ User ID can register for only one iBIZ Mobile App regardless of the number of mobile devices used.
• Convenient: You do not need to carry a physical token around to log in to SFL iBIZ or approve cash transactions. SFL iBIZ Mobile App enables you to receive authentication requests through SFL iBIZ email notifications.
 
5. I lost my mobile phone. How do I disable my Singapura Finance iBIZ account?
You may contact your Organisation’s Administrator to suspend your User ID.
 
6. I have a new mobile device. How do I enable my iBIZ Mobile App?
You may download SFL iBIZ Mobile App on another mobile phone and perform a ‘First Time Login’ to SFL iBIZ to activate your new Mobile Token. Once you have successfully activated your new Mobile Token, the Mobile Token in your previous mobile phone will be deactivated automatically.
 

1. What is the minimum system/browser requirement for SFL iBIZ?
For optimal User experience, you are recommended to access SFL iBIZ using the following system / browser combinations:
Category Certified Supported
Client OS Windows 10 Mac OS
Browsers Chrome - Latest GA
Firefox - Latest GA		 Safari - Latest GA for devices only
 
2. What is the operating system (OS) requirement for the SFL iBIZ Mobile App?
For the SFL iBIZ Mobile App, the following OS are recommended:
• iOS – Version 12 to Version 13. Please note that the SFL iBIZ Mobile App does not support iPhone 6 and below
• Android OS – Version 7 to Version 11
• Please note that non iOS and Android OS mobile are not supported
 
3. How can I be sure that banking online with SFL iBIZ is secure?
SFL iBIZ has a system that provides a high standard of security for banking over the Internet. This security system safeguards the confidentiality of your personal account information and banking transactions by employing:
• Multiple levels of firewalls
• 2048-bit Secure Sockets Layer (SSL) encryption – currently recognised internationally to be of the highest standard in encryption technology commercially available
• A two-factor authentication that uses User ID and password (or biometric login for SFL iBIZ Mobile App) along with a secure token

To further protect your company's account and transaction information while banking via SFL iBIZ, we recommend doing the following:
• Change your password regularly as an added security measure
• Clear the browser's cache after each session in SFL iBIZ so that details of your transactions are removed
• Always log out properly after you have completed your online banking activities
For more details, you may wish to view our best privacy and security practices on our website.

 
4. Do I need to upgrade my browser to ensure that information transmitted is encrypted?
Please ensure that you are using the latest version.
 
5. What should I do if I think someone is accessing my SFL iBIZ accounts?
• Log in and change your password immediately
• Contact your Organisation’s Administrator to suspend your User ID or our Customer Service Hotline to freeze the account
• Check whether there are any unauthorized transactions. If there are, make a police report and inform us as soon as possible
 
6. What will happen if I forget to log out or leave my computer idle for a period of time?
The app will auto logout after 10 minutes of inactivity.
 

1. What can I do if I need help to use SFL iBIZ?
You can call our Customer Service Hotline for assistance.
 
2. Who can I contact if I have any questions or issues while using SFL iBIZ?
Should you require any assistance, please call our Customer Service Hotline from Monday to Friday, 9.00am to 5.00pm, excluding public holidays.
 




Singapura Finance Go

1. I received an ‘Invalid Account’ alert when attempting to register for SFL Go
During setup, ensure that you input hyphen ‘-’and Cap ‘S’ for SFL account number and that your savings account’s status is ‘Active’. If issue persists, please contact our Customer Service Hotline and we will be glad to assist you.
 
2. I did not receive any OTP during the setup
Ensure that your mobile number is registered with Singapura Finance. To update your mobile number, please use the ‘Update Personal Info’ link on our website. This will bring you to the ‘MyInfo’ page where the updating can be authenticated. Please allow 3 to 5 business days for the update to be effected. Alternatively, you may visit any of our Customer Centres for an update.
 
3. I am unable to proceed further when trying to enter the Username or Password
Username must be between 4 to 20 characters long and should only contain lower case alphanumeric without space and special characters.

Password are case sensitive between 8 to 14 characters containing alphanumeric with at least 1 uppercase and 1 special character and must not contain the Username. Please exclude using hash ‘#’ as the special character.
 
4. I have successfully registered for SFL Go but is unable to login
As part of the measures implemented by MAS to bolster the security of digital banking, there is a mandatory cooling off period of 12 hours from registration before you can perform activation of soft token on your mobile device (‘First Time Login’). Thereafter, you may proceed to perform ‘First Time Login’ to view your account details. You may perform fund transfer only after the cooling period for ‘First Time Login’ of 12 hours had eased.
 

1. What is SFL Go?
SFL Go is Singapura Finance’s internet banking platform for consumers. The platform can help you manage your savings and transact with more convenience and efficiency.
 
2. Is SFL Go available 24 hours a day?
Yes. SFL Go is available 24/7. However, transactions are subject to processing hours.
 
3. Can I access SFL Go outside of Singapore?
For security reasons, SFL Go is only accessible when you are in Singapore and not when you are overseas and using data roaming.
 
4. Can I access SFL Go using my mobile phone?
Yes. You can access SFL Go via the SFL Go mobile app. You can download the mobile app from the App Store (for iPhones) or Google Play (for Android phones). Please note that mobile phone running on other system and non-mobile devices such as iPad and tablets are not supported.
 

1. Who is eligible to apply for SFL Go?
Any individual customer with a Singapura Finance savings account including the Vivid Savings Account.
 
2. I do not have a savings account with Singapura Finance. How do I go about opening one?
You can open a Vivid Savings Account via online application through our website. For other savings account, please visit any of our Customer Centres to open the account. You may refer to our FAQ on Vivid Savings Account for more info.
 
3. How long does it take for the Bank to process my application before I can use SFL Go?
If you are applying for Vivid Savings Account, please allow 3-5 business days to process your application. You may proceed to download and install the SFL Go mobile app once you receive our SMS confirmation that your Vivid Savings Account has been successfully activated.

For savings account opened in person at our Customer Centre, you can install the SFL Go mobile app on your mobile device and proceed with SFL GO user registration thereafter. However, there will be a cooling off period before you can perform first time login.
 
4. Can I provide my overseas contact number to be used in SFL Go?
No. The use of SFL Go is limited to Singapore registered phone number only.
 
5. Are there any charges for using SFL Go?
There is currently no charge for subscribing to SFL Go.
 

1. How do I activate my User ID?
To activate your account, download the SFL Go mobile app onto your phone and perform a first time login.
 
2. How do I perform a first time login?
• Download SFL Go mobile app from App Store (Apple) or Play Store (Android)

• Launch SFL Go mobile app on your mobile and follow the instructions on each screen.
 
3. I have forgotten my username. How do I reset it?
Username cannot be reset. To retrieve your username, tap on the ‘Forget Username’ button and follow the instructions accordingly.
 
4. I have forgotten my password. How do I reset it?
To reset your password, tap on the ‘Forget Password’ button. You will be prompted to enter your Username and email address. Enter your Mobile Pin and a SMS activation code will be sent to your registered mobile device. You will be redirected to the ‘Change Password’ screen to create a new password.
 
5. My SFL Go Account is locked. How do I unlock it?
• To unlock your account, select ‘Forget Password’ on the SFL Go mobile app/desktop and follow the instructions

• To unlock your Mobile PIN, launch your SFL Go mobile app and select the ‘Login’ button and input your credentials and follow the instructions.
 
6. How do I enable Touch ID/Face login?
During your initial login, you will be prompted to enable Touch ID/Face Login. Tap on ‘Yes’ and follow the instructions on the screen. You can also enable Touch ID/Face Login from the ‘Settings’ menu any time.
 
7. I accidentally uninstalled the SFL Go mobile app. Do I need to repeat the authentication process all over again after re-installing the mobile app?
Yes. You will need to set up your Mobile PIN again. Launch your SFL Go mobile app, select the ‘Login’ button and input your credentials and follow the on-screen instructions accordingly.
 
8. I did not receive the OTP when registering for SFL Go. What should I do?
Ensure that your mobile number is registered with Singapura Finance. To update your mobile number, please use the ‘Update Personal Info’ link on our website. This will bring you to the ‘MyInfo’ page where the updating can be authenticated. Please allow 3 to 5 business days for the update to be effected. Alternatively, you may visit any of our Customer Centres for an update.
 
9. I lost my mobile phone. How do I disable my SFL Go account?
You cannot disable the SFL Go account remotely. If you have lost your mobile phone and suspect that your account will be compromised, we recommend that you visit any of our Customer Centres to suspend your SFL GO access.
 
10. I have a new mobile device. How do I enable my SFL Go Mobile App?
You may download SFL Go mobile app on another mobile phone and perform a ‘First Time Login’ on SFL Go to activate your new mobile token. Please note there is a mandatory cooling off period before you can use the SFL Go mobile app on the new device.

1. What type of notifications will I get?
Depending on the type of transactions, you will receive push notifications from SFL Go mobile app or through SMS and email.
 
2. How can I update my email address for email notifications?
To update your email address, please visit ‘Services > Contact Update’ on our website. Alternately, you may visit our Customer Centres to perform an update.
 
3. I received a notification for a transaction that I did not perform. What should I do?
If you believe that your account has been compromised, you may call our Customer Service Hotline during office hours for assistance.

You can also activate Kill Switch to prevent further transactions to occur. Send an SMS using your registered mobile number to activate the Kill Switch. When Kill Switch is successfully activated, all outgoing transactions including standing instructions performed using SFL Go for all your deposits account will be stopped. Please do note that we are unable to stop transactions that have been carried out prior to receiving your instructions. We recommend a police report to be filed pertaining to your account being compromised.
 
4. Do I have to pay for Notifications service?
This service is provided to you free-of-charge. However, if you are travelling and on a roaming network, your mobile service provider may charge you for receiving any incoming notifications depending on your mobile subscription plan. Find out more information from your mobile service provider.
 
5. Can I opt out from any specific type of Notifications?
No. For security reason you will automatically receive relevant Notifications upon performing the transactions.
 

1. Can I do FAST transfer?
Singapura Finance is currently not onboard FAST. However, you may perform immediate fund transfer to another bank account and this is similar to FAST.
 
2. How do I create a funds transfer using SFL Go?
You can create funds transfer by selecting either ‘One Time Transfer’ on the Dashboard or select the ‘Transfer’ icon located at the bottom menu.
 
3. I created a funds transfer but there is a message that my payment has passed the cut-off time and the value date will be moved to next business day. What is the cut-off time?
Funds transfer performed after 8.00 p.m. or on non-business days will be moved to the next business day. However, for GIRO transfer, the cut-off time for SFL is set at 4.00 p.m.
 
4. Why is there a cut-off time for transaction?
Most hacking scam transfer are done during non-business hours such as night time. Thus we have built in the cut-off time so that you can review the transactions performed during these hours.
 
5. Can I edit or delete a transaction?
You can only edit or delete transaction that are future dated as ‘Scheduled Payment’

To edit transaction:
Select ‘Transfer’ on the bottom menu bar followed by ‘Scheduled Payments’ and click the ‘View/Stop Scheduled Payments’ to delete the fund transfer. Thereafter create a new fund transfer.
 
6. Can I perform transactions in foreign currency?
No. You can only perform transactions in Singapore Dollar.
 
7. What are the limit for transactions in SFL Go?
The default minimum transaction amount is $10.00 and the maximum transaction transfer limit is $1,000.00. You may however increase the maximum transfer limit using ‘Settings, Manage Transaction Limits’.
Do ensure ‘All Channel’ limits are updated if you need to increase the limit for any particular transaction type.
 
8. I made a fund transfer of $300.00 from my Vivid Savings Account to another bank but the transfer was not successful.
The Vivid Savings Account has a minimum balance requirement of $200.00. Please ensure that you do not exceed this minimum balance when doing the funds transfer.
 
9. How do I recall a payment after it has been submitted and sent to the Bank for processing?
You will not be able to recall a payment after it has been submitted.
However, for future dated transaction, you may edit or cancel the transactions before the scheduled transaction date.
 
10. Are there any charges for transfer of funds to other bank?
There are no charges for fund transfer to your own SFL account or to any other local banks.
 
11. I have transferred an incorrect amount to a payee. What should I do?
Please contact the party directly for refund.
 
12. I have transferred funds to a wrong account. What should I do?
You can submit a ‘Funds Transfer Recall Form’ for us to inform the recipient bank of the erroneous transaction. We will update you once the recipient bank informs us of the account holder’s response. Please note we can only facilitate the request but will be unable to recover the funds on your behalf. If the recipient does not respond, you may have to consider other recourse such as filing a police report.
 
13. How do I transfer a payment from another bank to my savings account using SFL Go?
You cannot do an inward transfer to your savings account using SFL Go. To transfer funds from another financial institution to your savings account with SFL, use PayNow, eNets or AXS. Do note that incoming funds may not be credited to your savings account immediately.
 

1. How do I check all my fund transfer arrangements on SFL Go?
Click on the ‘Transfer’ tab and thereafter select ‘Favourites/Recent Transaction’.
 
2. How do I check my account balance/transactions history?
Click on the ‘Account Summary’ and choose either ‘Account Details’ or ‘Transaction History’.
 
3. How many months of account activity data can I view/retrieve from SFL Go?
SFL Go can display account activity data up to the last 3 months.
 
4. What if I need to view account activity data beyond the allowed period?
Please visit the nearest Singapura Finance Customer Centres to request the data. Fees may apply.
 

1. Can I open a Fixed Deposit using SFL Go?
No. Currently SFL Go does not support opening of Fixed Deposit.
 
2. My Fixed Deposit account is not reflected on SFL GO?
Fixed Deposit details are currently not available on SFL Go.
 
3. Can I withdraw or renew my Fixed Deposit using SFL Go?
This service is currently not available on SFL Go. However, you can download the ‘Fixed Deposit Instruction Form’ from our website and submit it to us for processing.
 
4. Can I open a Savings Account using SFL Go?
For all savings account other than Vivid Savings Account, please visit any of our Customer Centres to open the account. For the Vivid Savings Account, you can open via our website.
 
5. How do I deposit funds from other financial institutions to my savings account using the SFL Go?
You cannot transfer funds directly from other financial institutions to your SFL accounts using SFL Go. However, you can use PayNow, e-Nets or AXS to transfer the funds to Singapura Finance. Please include your savings account number as the reference.
 

1. Can I apply for a loan through SFL Go?
For loan application, please contact our Relationship Manager via the Loans Hotline or the ‘Service Request’ option on SFL Go.
 
2. How can I view all my loans with Singapura Finance using SFL Go?
To view the loan account details, tap on the ‘Loans’ on the ‘Dashboard’ and the list of loans will be displayed. Tap on the individual Loan Account to see the Loan Details.
 
3. Can I view my loan transactions history?
You can view up to the last 3 months’ transactions.
 
4. Can I pay my monthly instalments through SFL Go?
Currently SFL Go does not support direct payment of loan instalment. However, you can create a Standing Instruction for us to debit your savings account to pay the monthly instalment. Alternately you can use PayNow, e-Nets or AXS to transfer the funds to Singapura Finance. Please include your Loan account number as the reference.
 

1. What is the operating system (OS) requirement for the SFL Go Mobile App?
For the SFL Go mobile app, the following OS are recommended:
• iOS – Version 12 and above. Please note that the SFL Go mobile app does not support iPhone 6 and below
• Android OS – Version 7 and above
• Please note that non iOS and Android OS mobile are not supported.

 
2. How can I be sure that banking online with SFL Go is secure?
SFL Go has a system that provides a high standard of security for banking over the Internet. This security system safeguards the confidentiality of your personal account information and banking transactions by employing:
• Multiple levels of firewalls
• 2048-bit Secure Sockets Layer (SSL) encryption – currently recognized internationally to be of the highest standard in encryption technology commercially available
• A two-factor authentication that uses User ID and password (or biometric login for SFL Go mobile app) along with a secure token

To further protect your account and transaction information while banking via SFL Go, we recommend doing the following:
• Change your password regularly as an added security measure
• Clear the browser's cache after each session in SFL Go so that details of your transactions are removed
• Always log out properly after you have completed your online banking activities
For more details, you may wish to view our privacy policies and security practices at Privacy Policy.
 
3. What should I do if I think someone is accessing my SFL Go accounts?
If you suspect that your account has been compromised, please call our Customer Service Hotline at 6880 0668 (9.00 a.m. to 4.00 p.m. during office hours) to freeze all transactions.

You may also activate Kill Switch to prevent further transactions from occurring. Send a SMS using your registered mobile number to activate the Kill Switch. When Kill Switch is successfully activated, all outgoing transactions including standing instructions performed using SFL Go for all your deposits account will be stopped.

The format for the SMS is as follows
REQ<space>BLOCK<space>(Last 4 Char of the NRIC)<space>(DOB in DDMMYY format)

example: REQ BLOCK 484G 230595

Please do note that we are unable to stop transactions that have been carried out prior to receiving your instructions. We recommend a police report to be filed pertaining to your account being compromised. To deactivate Kill Switch for SFL GO, please visit any of our Customer Centres.
 
4. What will happen if I forget to log out or leave my computer idle for a period of time?
You will be auto log out after 1 minute of inactivity.
 

1. What can I do if I need further help to use SFL Go?
You can call our Customer Service Hotline for assistance.

 
2. Who can I contact if I have any questions or issues while using SFL Go?
Should you require any assistance, please call our Customer Service Hotline from Monday to Friday, 9.00 a.m. to 5.30 p.m, excluding public holidays.