We stop fraud before it starts. And act fast if it happens.
See a transaction you didn’t make? Submit an Unauthorised Transaction Report — we’ll investigate and update you in 14 days.
Security shouldn’t be your burden. That’s why your money in TNG eWallet is protected with features like one-tap approval, biometric logins, cooldown periods, and real-time transaction checks.
If you spot a transaction you didn't authorise, submit an Unauthorised Transaction Report. We’ll investigate and inform you of the results within 14 days. If we confirm the transaction wasn’t made by you and not the result of different types of scam, we'll refund the full amount.
Fast, hassle-free support when you need it. Ensure that:
- You’ve completed full account verification on TNG eWallet (eKYC)
- The money came from your own TNG eWallet account
- Your eWallet balance is securely kept in trust accounts with licensed banks that are members of PIDM. Funds held in these trust accounts are ultimately protected by PIDM if the bank fails.
We're with you every step of the way
Let us do the heavy lifting so you don’t have to
- If you didn’t make a transaction, submit an Unauthorised Transaction Report. We’ll investigate and if confirmed, you’ll get a full refund.
- If you’ve fallen for a phishing attempt or been tricked by a scammer, report it to us. While these cases aren’t eligible for refunds, we’ll investigate, block the scammers, and alert the relevant authorities.
- No need to figure it out on your own, just report it, and we’ll take it from there.
We protect your eWallet with:
- Face verification to confirm it's really you
- Smart tracking of devices and location
- Extra checks when something looks suspicious
- Auto sign-outs after inactivity, to prevent unwanted access
We give real answers — fast
- No chasing. No confusing forms
- We’ll investigate and update you within 14 days
- You’ll get a full report with the investigation result
Have a question?
What is an Unauthorised Transaction Report?
An Unauthorised Transaction Report lets you tell us if there’s a transaction in your TNG eWallet that you did not make or approve. It’s our way of protecting you.
Once we receive your completed report and all the required documents, we will start an investigation and update you on the results within 14 days. If we confirm that the transaction was not made by you and not related to a scam, you will get a full refund.
At TNG Digital, your security is our top priority. You may contact or report to us via Chatbot
How long will the investigation take, and how will I be updated?
We will complete the investigation and update you with the outcome within 14 days after receiving your completed report and documents.
We’ll keep you updated by email, so do check your inbox regularly. If the case is in your favour, we’ll refund the full amount directly into your TNG eWallet.
Your safety and peace of mind matter to us — and we’ll do our best to keep you informed every step of the way.
Can I report the same transaction to National Scam Response Centre (NSRC)?
Yes, but timing is important. The NSRC is best for immediate help if you’ve just realised you’ve been scammed. You must contact them within 24 hours of the incident as this increases the chances of stopping the money from going further.
Please note: If you’ve already submitted a report to NSRC for the same transaction, you don’t need to submit another report to us. One report per case is enough
Can I still report if the unauthorised transaction happened more than 90 days ago?
We understand how stressful it is to discover a suspicious transaction. But to properly investigate, the report must be made within 90 days from when the transaction happened.
Can I submit an Unauthorised Transaction Report if I was tricked into making the transaction?
We’re very sorry if you’ve experienced a scam. It can be a painful and confusing experience.
However, there is a difference between unauthorised transactions and scams.
- An unauthorised transaction means someone accessed your eWallet and made a transaction without your knowledge or approval.
- A scam means you were misled or tricked into approving the transaction yourself, for example by clicking on a fake link or talking to a scammer.
Example of a scam: You made a payment to a seller because you believe he is genuine but did not receive the goods or services you paid for.
If the investigation shows that you approved the transaction, even if you were tricked, it’s not considered unauthorised and not eligible for a refund.
You can still report scam cases to us using our Chatbot. You should also call NSRC at 997 immediately (within 24 hours) to get further help.
To learn more about the scenarios that are excluded from our Unauthorised Transactions Report Policy, please refer to our Terms & Conditions.
What are the requirements to submit an Unauthorised Transaction Report?
You can submit an Unauthorised Transaction Report if:
- The unauthorised transaction happened on your own TNG eWallet account
- You’re reporting within 90 days of the unauthorised transaction
- You have submitted all the required documents and information for us to conduct a thorough investigation.
If all these are met, we’ll be able to investigate your report thoroughly. Please reach out to us or submit your report via the Chatbot.
What is NOT considered an unauthorised transaction?
We want to support you, but there are cases where a transaction is not considered unauthorised and will not be eligible for refund. These include:
- Transaction did not happen on TNG eWallet
- You shared your eWallet login or OTP with someone else
- Scam or phishing transactions where you authorised the payment
- Negligence or fraud on your part during investigation
- Transactions made during events beyond our control such as natural disasters, war, terrorist attacks, or civil unrest
- Technical issues you were aware of during the transaction (e.g., hacking attempts, bank system upgrades, or telco downtime)
- Legal or regulatory reasons prevent us from issuing a refund
- Use of a rooted/jailbroken phone or unofficial app versions
- You authorised someone to use your bank card to reload a TNG eWallet account
- You transferred funds by mistake, including scam-related transfers
- Device infected with malware or suspicious APK files
- Transactions that you have authorised for recurring payments with merchants such as auto debit (e.g., Apple, TikTok, HK iReader) or bill payments (e.g., water bills, mobile bills). You can find more information from What Is Auto Debit? and What is auto payment?
We work hard to protect your account, but your action and caution also play a big role in keeping your eWallet safe.