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F.A.Q

FREQUENTLY ASKED QUESTIONS
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WHAT IS FLEXPAY BY MATCHMOVE?

FlexPay by MatchMove is a comprehensive financial solution consisting of a virtual wallet, a virtual card and a physical Mastercard. A simple, fast and secure alternative to traditional banking and cash payment.


WHAT IS A VIRTUAL WALLET?

A virtual wallet is an online account that allows you to control and keep track of your transactions and payments.


WHAT ARE THE REQUIREMENTS FOR A FLEXM BY MATCHMOVE VIRTUAL WALLET?

You will need:

  • To be at least 18 years old
  • A valid Singapore mobile number
  • A Singapore residential address (Only applicable to employment and work pass holders)

WHAT IS A VIRTUAL CARD?

A virtual card comes with a 16 digit card number that allows you to use the balance in your virtual wallet to shop online. There is no balance stored in the virtual card as it uses the available balance straight from your wallet.


WHAT CAN THE VIRTUAL WALLET BE USED FOR?

You can use the virtual card to pay bills and shop online at merchants that accept Mastercard.


HOW DO I SIGN UP FOR A FLEXM BY MATCHMOVE – VIRTUAL WALLET?

  • You can sign up on our website  or download the mobile app
  • After you have gone through online verification you will need to complete KYC (Know Your Customer) at MatchMove’s office to activate your wallet and receive your physical Mastercard.

WHAT IS KYC?

KYC is short for Know Your Customer, which is an identification process you have to complete to activate your account. We need to verify your identity for security matters. All you have to do is show up with a valid ID and work-permit.


HOW DO I ACTIVATE MY PHYSICAL CARD?

  • Option 1
    • Step 1: Go to your dashboard on either the mobile app or the web app
    • Step 2: Enter the 16 digit number on the front of your card
  • Option 2
    • Step 1: Download the application QR reader through the App Store or Google Play
    • Step 2: Scan the QR code on the back of your card
      • A link will automatically appear, showing Activate Card
    • Step 3: Login with your email address and password to activate your card

HOW DO I CONDUCT AN ONLINE PURCHASE?

FlexM operates with a dynamic CVC code, for increased security. This means you will receive a new CVC code each time you make a purchase. The CVC on the back of your physical card does not work. What you need to do to receive your CVC:

  • Step 1: Login to your virtual wallet
  • Step 2: Click the button “GET” below the card you want to use
  • Step 3: A one time CVC code will be sent to your registered mobile number
  • Step 4: Enter the CVC code within 10 minutes to complete your payment

HOW DO I TOP UP MY WALLET?

  • Step 1: Login to your virtual wallet
  • Step 2: Go to dashboard in the upper left corner and click “Top Up”
  • Step 3: Choose top up method: Easypay or DBS
  • Step 4: If you don’t have a card or an account, your employer can top up directly
  • Important note: Remember to transfer money from your wallet to your cards before use
    • Step 1: Click “load card” below the card you want to top up
    • Step 2: Choose amount
    • Step 3: The money will be instantly transferred from wallet to card

HOW DO I SEND MONEY BY SMS OR EMAIL?

  • Step 1: Login to your virtual wallet
  • Step 2: Go to dashboard in the upper left and click SEND
  • Step 3: Choose amount you want to send
  • Step 4: Choose email address or Singapore mobile number you want to send to
  • Step 5: The receiver will receive a link
  • Step 6: The receiver has to create their own wallet to access the money

HOW DO I CHECK MY PREVIOUS PAYMENTS OR TRANSACTIONS?

  • Step 1: Login to your virtual wallet
  • Step 2: Go to dashboard in the upper left corner and click HISTORY

HOW DO I SUSPEND MY CARD?

  • Step 1: Login to your virtual wallet
  • Step 2: Go to dashboard in the upper left corner and click SUSPEND
  • Step 3: Click the orange button SUSPEND CARD

CAN I ADD SEVERAL CARDS TO MY WALLET?

Yes, you can add up to 5 cards to your wallet. All you have to do is go to dashboard in the upper left corner, and click GET ANOTHER CARD.


HOW CAN I TRANSFER MONEY BETWEEN MY WALLET AND CARD?

  • Step 1: Login to your wallet
  • Step 2: Click LOAD CARD below the card you want to top up
  • Step 3: Choose amount
  • Step 4: The money will be instantly transferred from wallet to card

HOW DO I CLAIM MY MONEY?

When a person has sent you a payment, you will receive an email or SMS.

  • Step 1: Click the button saying CLICK TO CLAIM
  • Step 2: Login to your wallet and proceed to CLAIM in dashboard
  • Step 3: Find overview of unclaimed amount
  • Step 4: Click CLAIM and the amount will be visible in your wallet

WHAT ARE THE FEES CHARGED BY FLEXM?

  • Opening Fees
    • FlexM Physical Mastercard: S$15.00
  • Account Management Fees
    • Refund Balance: S$5.00 or 10% (Whichever is higher)
    • Withdraw Cash: S$3.50
  • Other Fees
    • Reactivate a Card: S$2.00
  • Cost for use Outside Singapore
    • Foreign Exchange: 2.5%]
    • Cross-border: 2.5%

I HAVE LOST MY PHONE/ CHANGED MY PHONE NUMBER. WHAT DO I DO NOW?

Feel free to contact our customer support at 1800 271 1371, or login to your virtual wallet to suspend the card.


WHERE ARE THE FLEXM STORES LOCATED?

  • Lucky Plaza
    • Blk 304 Orchard Road
      #03-35A Lucky Plaza
      Singapore 238843
  • City Plaza
    • Blk 810 Geylang Road
      #03-143 City Plaza
      Singapore 409286

HOW DO I DOWNLOAD THE FLEXM APP?

  • Android
    • On the Google Play store, search for the FlexPay app and install it
  • IOS
    • On the App Store, search for the FlexPay app and install it

WHAT TYPE OF PHONES ARE COMPATIBLE WITH THE FLEXM APP?

The mobile app requires an Android phone with OS v5.0 (Lollipop) or later, or an iPhone with IOS 8 or later.


HOW DO I WITHDRAW CASH FROM AN ATM?

You can withdraw cash from all International Bank ATM’s with the ATM5 logo. When at the ATM select the “credit” option.


HOW DO I EARN/REDEEM LOYALTY STARS?

  • Earning Stars
    • You can earn loyalty stars through signing up for an account, salary credits, and purchases and payments via the FlexPay app.
  • Redeeming Stars
    • You can redeem the stars through offers within the app, or convert your stars into money into your virtual wallet.

WHERE DO I PURCHASE MY PHYSICAL CARD FROM?

You can purchase a FlexM MasterCard from either one of our Singapore stores at Lucky Plaza or City Plaza.


HOW DO I CHANGE MY PREFERRED LANGUAGE?

  • On the mobile app
    • Towards the bottom of the login screen, click PREFERRED LANGUAGE and choose between English, Bahasa, and Tagalog
    • Alternatively, click on your profile and select PREFERRED LANGUAGE to change the language
  • On the web app
    • Click on your profile, click on PREFERRED LANGUAGE, and select the language of your choice

WHICH ATM’S CAN I WITHDRAW CASH FROM?

Your FlexM Mastercard allows you to withdraw cash from all international bank ATM’s with this  ATM5 logo.


HOW DO I SET MY LOGIN PIN ON THE MOBILE APP?

You will be prompted to set your login PIN when you first sign up for your account. Alternatively, you may change your login PIN in your profile settings.


HOW DO I REQUEST MY FLEXM CARD PIN?

  • Step 1: Call our customer service at 1800 271 1371
  • Step 2: Press 2
  • Step 3: Receive PIN to your email in a PDF file
  • Step 4: Open the PDF to view your PIN

WHAT HAPPENS TO MY EXISTING POINTS AFTER THE NEW APP LAUNCH?

All your existing points will be converted into loyalty stars upon launch of the new app.


WHAT IF MY FLEXM MASTERCARD HAS EXPIRED?

In the event that your Mastercard expires, contact our customer service at 1800 271 1371 for a free replacement card.