FAQ RHB TravelFX App and Multi-Currency Card 1 About RHB TravelFX 1.1 What is the RHB TravelFX? RHB TravelFX is a mobile application that is to be used for your RHB TravelFX Multi-Currency Card that allows you to do the following : To load value to your RHB TravelFX Multi-Currency Card To convert Singapore Dollars (SGD) to selected currencies at favourable FX rates 24/7 via the App Perform withdrawals globally for free* at any VISA PLUS ATMs outside of Singapore To make online or in-store purchases worldwide using the card loaded with the country s local currency *certain ATM operators may charge a fee 1.2 What are the key features of the RHB TravelFX App? 1.3 What are the key features of the RHB TravelFX Multi- Currency Card? 1.4 What are the key benefits of RHB TravelFX App? 1.5 What are the key benefits of RHB TravelFX Multi- Currency Card? 1.6 Who is the issuer of the card? 1.7 Which currencies am I able to store in the RHB TravelFX Card wallet? 1. 24/7 foreign currency conversion via the app 2. Password protected App to protect your privacy 3. Ability to lock the card when the card is not in use or lost 4. Ability to apply for the RHB TravelFX Multi-Currency Card conveniently 5. Ability to top-up the card wallet easily through app or online fund transfers 1. Prepaid card wallet for 11 currencies. 2. 0% transaction fees on supported card wallets for ATM withdrawals and card transactions 3. No annual fees or minimum fall-below fees 1. Access to competitive foreign exchange rates 2. Enhanced security features of remotely locking your card via the app when the card is not in use or when it is lost 1. Travel smart without carrying large sums of cash 2. Avoid left over cash after your overseas trip 3. Stick within your travel budget without incurring additional fees for overseas purchases and ATM withdrawals 4. No annual fees or minimum fall-below fees 5. FAST fund transfers to your card wallet from any participating bank Wirecard Singapore Pte. Ltd is the issuer of the card. RHB Bank Berhad is the distributor of the card. The RHB TravelFX Card wallet is able to hold the following 11 currencies: - Singapore Dollar (SGD) Australian Dollar (AUD) Canadian Dollar (CAD) Euro (EUR) Great Britain Pound (GBP) Hong Kong Dollar (HKD) Japanese Yen (JPY) New Zealand Dollar (NZD) Swiss Franc (CHF) Thai Baht (THB)
United States Dollar (USD) (Collectively defined as Supported Currencies ) 1.8 Am I restricted to spending on items that are priced in the currencies that are stored in the RHB TravelFX Card wallet? 1.9 Am I restricted to withdrawing at overseas ATMs in the currencies that are stored in the RHB TravelFX Card wallet? 1.10 Does RHB TravelFX provide any travel insurance? 1.11 How do I enjoy Concierge Services? No. In an example where an item is priced in Malaysian Ringgit (which is not a supported currency), you may nevertheless pay with the card. The currencies stored in your wallet will be utilised (according to an order set by RHB Bank) for conversion into Malaysian Ringgit (at an exchange rate set by VISA) and used for the purchase, No. In an example, you may make a withdrawal in Malaysian Ringgit (which is not a supported currency) from any VISA PLUS ATM in Malaysia. The currencies stored in your wallet will be utilised (according to an order set by RHB Bank) and converted into Malaysian Ringgit at an exchange rate set by VISA. Yes. As a RHB TravelFX Multi-Currency cardholder who purchases a round trip sea/land/air tickets using the card or charges your hotel booking to the card, you are insured by Aviva s travel personal accident policy which covers accidental death and permanent disablement when outside of Singapore, for up to S$500,000. Please click here for more information. As a RHB TravelFX Multi-Currency cardholder, you are able to enjoy concierge services tailored to meet your needs. Simply call our Customer Contact Centre at 1800 323 0100 (Within Singapore) or +603 9145 1388 (outside Singapore). Services available: Passport, visa and customs information, emergency travel arrangement provisions Specific country and major city information Translation and message assistance Transportation information Restaurant, health club, entertainment events and shopping information and assistance Gift arrangement ATM location information Weather forecast Business services Please note that all expenses or costs arising from the provision of Concierge Services shall be borne by customers. 1.12 What phone models and operating systems do RHB TravelFX support? RHB TravelFX supports Android OS 6.0 8.1 or iphone 6 and beyond that runs on versions ios 9.x 11.3.1. 2 Applying for RHB TravelFX 2.1 Who can apply for You must: Be 18 years old and above Have and provide proof of Singapore or Malaysia residential address
Have a Singapore NRIC, MyKad or International Passport Have a valid e-mail address Have a valid mobile number Have a valid mailing address 2.2 Which documents are acceptable as proof of Singapore or Malaysia residential address? 2.3 Do I need to open a RHB account to use 2.4 I have applied for RHB TravelFX. When will I receive the card? Acceptable documents are as follows (subject to RHB Bank Berhad s discretion): Singapore NRIC or MyKad Bank statement from a Bank operating in Singapore or Malaysia Utility or tele-communication bills from a service provider operating in Singapore or Malaysia Singapore or Malaysia Government issued documents No. You do not have to open any bank account with RHB to use the RHB TravelFX Once you have submitted your application, it will typically take 1-2 working days for processing before you receive an update via email and in-app notification. Following this status update, you will receive the RHB TravelFX Multi-Currency Card within 7 working days if your application is successful. 3 Managing RHB TravelFX Card & App 3.1 How many days of transaction history can I view? 3.2 Where can I use RHB TravelFX Multi- Currency Card? 3.3 Can I use an overseas ATM machine to check my balance? 3.4 Can I withdraw cash from ATMs in Singapore? 3.5 What should I do if my RHB TravelFX Multi- Currency Card is lost/stolen/damaged? You are able to view transactions for the past 90 days. The RHB TravelFX Multi-Currency Card is accepted at any VISA supported merchants worldwide, VISA supported online merchants and VISA PLUS ATMs outside of Singapore You are able to check the balance in your RHB TravelFX account at any VISA PLUS ATMs. However, certain ATM operators may charge a fee for balance enquiry. To avoid unnecessary charges, please use your RHB TravelFX App to check your balance. No. You are only able to use the RHB TravelFX Multi-Currency Card to withdraw cash at VISA PLUS ATMs outside of Singapore. View the location of VISA PLUS ATMs via the RHB TravelFX App. The RHB TravelFX App allows you to report loss of your card and to lock the card to prevent unauthorised usage. In the event that your card is lost/ stolen or damaged, you can block the card and request for a card replacement to be sent to you using the RHB TravelFX App. You will receive your RHB TravelFX Multi-Currency replacement card within 7 working days. If you need further assistance, call our 24-hour Customer Contact Centre at 1800 323 0100 (within Singapore) or +603 9145 1388 (outside Singapore).
3.6 What should I do if I lose my RHB TravelFX Multi-Currency Card and require emergency cash while travelling? 3.7 Is there a cap in the amount of emergency cash that I can obtain from VISA? 3.8 What should I do if I lose my mobile device in Singapore or overseas? 3.9 What if I need to dispute my transaction? You should contact our 24-hour Customer Contact Centre at +603 9145 1388 to report the lost card and request for emergency cash, if required. VISA will issue you a temporary card and/or provide you with emergency cash. The amount available for utilisation as emergency cash would be limited to USD500 (or its equivalent) or available balance in your wallet, whichever is lower. You should immediately contact your local telecommunications network provider to terminate your lost SIM card and get a replacement SIM card at your convenience. Your RHB TravelFX App is secured with an in-app 6-digit pin only known to you. In the meantime, you can continue to use your RHB TravelFX Multi-Currency Card for transactions. If you suspect misuse/fraud/unauthorised transaction on your RHB TravelFX and need to lodge a dispute, please contact our 24-hour Customer Contact Centre at 1800 323 0100 (within Singapore) / +603 9145 1388 (outside Singapore) within 90 days of the transaction. Alternatively, you may download the WIRECARD CARDHOLDER S LETTER OF DISPUTE (PDF) and email the completed form to fxcards_cs@rhbgroup.com. We will liaise with Wirecard on your behalf to investigate the transaction. You will be notified of the outcome within 60 days after the dispute has been successfully lodged. 3.10 How do I close my account? If you should choose to terminate your RHB TravelFX App and Multi-Currency Card, you can convert the remaining balance in the card wallet to Singapore Dollar and the amount will be refunded to you via a Cashiers Order* at any RHB branch/business centre or you can transfer the amount to your RHB savings/current account via the RHB TravelFX App. *For account balances less than $1,000 you can opt for cash or a cashier s order. For account balances equal or more than $1,000 we will issue you a cashier s order. An administrative charge of $20 applies for each cashier s order. 3.11 I have recently changed my home address. How can I update this info on my Please proceed to the nearest RHB Bank branch/ business centre to update your residential or mailing address. The system is currently unable to support personal information updates on the mobile App. 3.12 What are some security precautions and measures that I need to be aware of? Please click here for Cyber Security Tips https://www.rhbgroup.com/singapore/products-and-services/personal/rhbnow/cyber-security-tips 4 Topping up/ Cash Withdrawals/ Making Purchases Using RHB TravelFX
4.1 How do I top-up the RHB TravelFX Multi- Currency Card wallet? You can top-up: a) via RHB Bank savings/current account: I. Login to RHB TravelFX App. II. Select Wallet and click on Top-Up III. Select RHB Bank IV. Select the relevant account to transfer funds from V. Enter the SGD amount to top-up and click Top-Up Wallet VI. Confirm the SGD amount to top-up and click on Yes Confirm VII. This transaction is immediate and free of charge b) via any FAST participating Bank: I. You can use FAST or transfer funds from any preferred FAST participating Bank to top-up your RHB TravelFX SGD card wallet II. Refer to How do I set up RHB TravelFX on my payee list of accounts maintained with other FAST participating banks?. III. This transaction is immediate and free of charge 4.2 How do I set up RHB TravelFX on my payee list of accounts maintained with other FAST participating banks? 4.4 What is the top-up limit for RHB TravelFX? I. Login to your preferred bank s internet or mobile banking platform II. Select Fund Transfer to Other Bank III. Select Add Payee and enter your preferred payee name IV. Select RHB Bank and key in your card wallet number (printed at the back of the card) You can top-up a maximum of $25K SGD per month and $100K per year 4.5 What is the spending limit on the RHB TravelFX? RHB TravelFX Spending Limit Daily Up to SGD25,000 Yearly Up to SGD100,000 4.6 What is the maximum balance allowed in the card wallet? 4.7 How much can I withdraw from VISA Plus ATMs outside of Singapore? Your card wallet is able to store SGD25,000 (or its equivalent in other currencies) at any one time. ATM cash withdrawal limits on amount and number of transactions Daily Weekly Monthly Yearly SGD5K with a maximum of 5 transactions SGD5K with a maximum of 5 transactions SGD10K with a maximum of 10 transactions SGD20K with a maximum of 20 transactions 5 Fees & Rates
5.1 What are the fees and charges when using The following fees and charges will apply depending on the type of transaction undertaken using your Card: Account Fee Schedule RHB TravelFX Multi-Currency Card Category RHB TravelFX Annual Fee Free Category Supported Currencies Unsupported Currencies Top-Up Fee Free Not Applicable Currency Conversion Fee Spending (Transactions) On Available Wallet Free On Available Wallet (but with insufficient funds) Not Applicable Not on Available Wallet Free 1.80% 2.80% ATM Cash Withdrawal Free 1.80% 2.80% Cash out (in SGD)* Free Not Applicable *For account balances less than SGD$1,000 you can opt for cash or a cashier s order. For account balances equal or more than SGD$1,000 we will issue you a cashier s order. An administrative charge of $20 applies for each cashier s order. 5.2 Will I be charged foreign exchange fee and conversion rate when I transact overseas? 5.3 Will I be charged foreign exchange fee and conversion rate when I withdraw cash overseas from an ATM or transact overseas? There are no additional charges when you use the RHB TravelFX Multi- Currency Card. However, the use of certain banking services may incur additional fees or charges including but not limited to the following: I. Foreign currency rate charges when converting from wallet to wallet II. VISA transactions on unsupported wallets The RHB TravelFX allows you to lock in and convert 11 favourable FX rates. Once you have topped up any of the card currency wallets, you are able to spend the amount available in the card wallet without additional exchange fee or bank service charges. You will enjoy overseas VISA PLUS ATM withdrawals (up to 20 withdrawals annually) at no service charge or additional currency conversion fee when you withdraw using your RHB TravelFX Multi-Currency Card. Please ensure your card wallet has sufficient funds.
If there is insufficient balance in your card wallet, the transaction will be debited from the available balance in your other card currency wallets according to the wallet priority set below. There will be a 1.8% administrative fee incurred. When you withdraw currencies which are not available in your RHB TravelFX Multi-Currency Card wallet, the transaction will be debited from the available balance in your card wallet according to wallet priority set below. There will be a 2.8% administrative charge incurred on top of the prevailing foreign exchange rate determined by VISA. Pre-set wallet priority: 1. SGD 2. USD 3. EUR 4. GBP 5. AUD 6. NZD 7. THB 8. HKD 9. JPY 10. CAD 11. CHF Please take note of the following:- There is a limit of 20 ATM withdrawals annually Certain overseas ATM operators may charge a fee