Help And Support

Cards - Card Services

Card Services
  • Credit and Debit Card activation

    Activate online

  • Activation/ deactivation of cards for overseas card usage

    Please refer to the Overseas Usage Guide to find out how to activate or deactivate your card(s) for overseas cash withdrawal or overseas purchases.

  • Dispute credit card transactions

    You can raise credit card transaction dispute via OCBC Online Banking.

    OCBC Internet Banking

    1. Login to OCBC Online Banking with your access code and PIN
    2. Scroll over "Customer Service" then "Cards" and select "Dispute credit card transaction"
    3. Select your card and transaction to dispute.
    4. Select 'reason' for your dispute and submit necessary information/attach supporting documents to submit your dispute.

    OCBC Mobile Banking

    1. Login to mobile banking.
    2. Tap on the menu bar on the top left of the screen.
    3. Tap on "Card services".
    4. Select "Credit Card Dispute Declaration".
    5. Select your card and transaction to dispute.
    6. Indicate your reason for dispute and submit necessary information/attach supporting documents to submit your dispute.

    Learn more about card fraud and dispute resolution with these FAQs from ABS

    1. Credit Card Chargeback & Dispute Resolution
    2. Mobile Malware

    Alternatively you may follow these steps to raise a dispute:

    1. To raise a dispute on your credit or debit card transactions, print and complete the Dispute Declaration Form
    2. Attach relevant supporting documents (if applicable)
    3. Fax, email or mail the completed Dispute Declaration Form to the Bank

    Unauthorised transactions should be reported to the Bank within 7 days upon receiving Cards statement, or immediately upon receiving SMS notification alerts for the unauthorised transaction. The Bank will require you to submit the necessary information or supporting documents. The Bank will assist you to report the unauthorised transactions to the associations e.g. Visa or Mastercard in accordance with their respective rules. The fraud-related dispute rules relating to unauthorised transactions has a limit of up to 35 claims for Visa Cards and up to 15 claims for Mastercard Cards. There is no dispute rights for fully authenticated transactions such as transactions with One Time Password input. All decisions are subject to the respective association's sole discretion. The information on limits is correct as at November 2019.

  • How to apply for Credit card card fee waiver

    Credit Card Fee Waiver

    To submit a credit card fee waiver request, please use any of the following options:

    Via Internet Banking

    1. Login to OCBC Internet Banking
    2. Go to "Customer Service"
    3. Select "Credit card fee waiver"

    Via Mobile Banking

    1. Login via OCBC Mobile Banking app
    2. Tap on the top left menu
    3. Tap on "More services" → "Card services" → "Credit card fee waiver"

    Via Phone Banking

    1. Have your credit card ready
    2. Call us and when prompted, and say "credit card fee waiver"
    3. Key in your 16-digit card number when prompted

    Your waiver request is subject to approval. You will be notified on the outcome immediately.

  • Lock/Unlock Card

    1. How do I lock/unlock my ATM/credit/debit card via the OCBC Mobile Banking app?

      • Launch and login to the OCBC Mobile Banking app
      • Tap on the menu on the top left of the screen
      • Tap on “Card services”
      • Tap on “Lock / unlock card”
      • Choose the card that you wish to lock / unlock and tap on the toggle button accordingly
    2. Additionally, you can “lock / unlock card” your credit cards by:

      • Tapping on “What you owe” after you login
      • Select credit card
      • Tap on “Manage your card”
      • Tap on the toggle button accordingly
    3. Which of my cards can I lock/unlock on the OCBC Mobile Banking app?

      You can choose to lock/unlock your ATM/credit/debit card on the OCBC Mobile Banking app.

    4. Can I use my card if it is locked?

      No, you will need to unlock your card before you can use your card again.

    5. How fast does it take for my card to be locked/unlocked?

      It will take approximately 5 to 10 seconds to lock / unlock the relevant card. Your request is fulfilled real-time and this service is available 24 hours a day and 7 days a week.

    6. Can any card transactions be made if my card is locked?

      You will not be able to use your card, and any recurring payments previously set up will not be made, until your card is unlocked. However, if your card has been added to “Apple Pay”, “Google pay” or “Samsung Pay” before it is locked, you will still be able to continue using your mobile device to charge contactless payments to your card account via “Apple Pay”, “Google pay” or “Samsung Pay”.

    7. Can the principal credit card holder lock/unlock his/her supplementary credit card?

      Yes, the principal cardholder can directly lock/unlock supplementary cards issued under his/her principal card. Supplementary cardholders can lock/unlock his/her supplementary cards but NOT the principal card of the principal cardholder.

    8. Can I make payment for outstanding balances under my card when it is locked?

      Yes, payments for outstanding balances under your card can still be processed when it is locked.

  • Report lost card

    1. How do I report my lost/stolen ATM/credit/debit card via the OCBC Mobile Banking app?

      • Launch and login to the OCBC Mobile Banking app
      • Tap on the menu on the top left of the screen
      • Tap on “Card services”
      • Tap on “Report lost card”
      • Choose the card which is lost/stolen and follow the steps accordingly

      Additionally, you can report your lost/stolen credit card by:

      • Tapping on “What you owe” after you login
      • Select the relevant credit card
      • Tap on “Manage your card”
      • Tap on “Report lost card” and follow the steps accordingly
    2. Which of my cards can I report lost on the OCBC Mobile Banking apps?

      You can choose to report your lost ATM/credit/debit cards on the OCBC Mobile Banking app.

    3. Can I make payment for outstanding balances under my card after it is reported lost?

      Yes, payments for outstanding balances under your card can still be processed after it is reported lost.It will take approximately 5 to 10 seconds for your card to be blocked after it is reported lost and your card will be cancelled immediately. This service is available 24 hours a day and 7 days a week.

    4. How fast does it take for my card to be locked/unlocked?

      It will take approximately 5 to 10 seconds to lock / unlock the relevant card. Your request is fulfilled real-time and this service is available 24 hours a day and 7 days a week.
    5. Can any card transactions be made after my card is reported lost?

      Do not worry, once you have reported your lost card, it will take approximately 5 to 10 seconds for your card to be blocked and thereafter all transactions will be declined.

    6. Can the principal credit card holder report the loss of his/her supplementary credit card?

      Yes, the principal cardholder can report the loss of supplementary cards issued under his/her principal card. Supplementary cardholders can report the loss of his/her supplementary cards but NOT the principal card of the principal cardholder.

    7. I reported the loss of my card, but I have now found it. Can I unlock the card via OCBC Mobile Banking app?

      No, you will not be able to unlock the card once it is reported as lost as it has been cancelled to safeguard it from unauthorised usage. Please request for a replacement card if you have not done so via the OCBC Mobile Banking app.

  • Replacement of card

    1. How do I replace my ATM/credit/debit card via the OCBC Mobile Banking app?

      • Launch and login to the OCBC Mobile Banking app
      • Tap on the menu on the top left of the screen
      • Tap on “Card services”
      • Tap on “Replace card”
      • Choose the card that you would like to replace
      • Select a reason from the following and review your mailing address before submitting your request:

        - I lost my card

        - My card was damaged / faulty

        - I want to change the name on my card

        - My card was retained by ATM

      Additionally, you can replace your credit card by:

      • Tapping on “What you owe” after you login
      • Select the relevant credit card
      • Tap on “Manage your card”
      • Tap on “Replace card” and follow the steps accordingly
    2. Which of my cards can I replace via the OCBC Mobile Banking app?

      You can choose to replace your ATM/credit/debit cards on the OCBC Mobile Banking app.

    3. Can the principal credit card holder request for the replacement of his/her supplementary credit card?

      Yes, the principal cardholder can request for the replacement of supplementary cards issued under his/her principal card. Supplementary cardholders can request for the replacement of his/her supplementary cards but NOT the principal card of the principal cardholder.

    4. Can I replace my card via the OCBC Mobile Banking app anytime?

      You can replace your card via the OCBC Mobile Banking app between 6am to 9pm Singapore time daily. However, FRANK debit & credit card replacements are not available on Sundays and Public holidays. For urgent requests, please call us at 1800 363 3333 and we can assist you.

    5. How long does it take to receive my replacement card?

      You will receive your replacement card within 3 to 5 working days from the date of your request for the replacement card.

    6. I am unable to view my card under the ‘Card Replacement’ service. What should I do now?

      We apologize for the inconvenience caused. Please call us at 1800 363 3333 so that we may assist you.