Help And Support

Cards - General

Frequently asked questions
  • Applying for a Card Online

    1. Why should I use MyInfo to complete my application?

      MyInfo contains Singapore government verified information on you, which you can allow banks to use in support of your application. By using MyInfo, majority of the fields in the application form will be auto-populated with this information, thereby shortening the entire application process including providing you with an almost immediate application outcome.

    2. If I use MyInfo to make my application, is it possible to edit fields pre-filled by MyInfo? If so, what are the editable fields?

      As MyInfo contains Singapore government verified information, only some fields within MyInfo are editable, such as mobile number, email address, name of employer (if you are a Singaporean or PR) and education level. If you wish to update any of the details reflected in the non-editable fields, you can approach the relevant agencies, as indicated in MyInfo, to update.

      If you happen to be using a different mailing address from your address on MyInfo, please fill in the other form instead.

    3. I am an existing OCBC credit card holder. Can I apply for a 2nd credit card via this channel?

      If you intend to apply for a 2nd credit card and are happy with your existing credit limit, we suggest you do so via Internet Banking to receive instant approval. You will then be able to view your card details instantly through the link that we send to you via SMS and email.

    4. I am currently receiving the bank's one-time passwords through a mobile number that is different from the one I used in my application. Will this change with my application?

      No, your one-time passwords will continue to be sent to the original mobile number.

    5. I completed my application at a roadshow. Is this different from applying through the bank's website?

      Your application is not processed when you click submit at a roadshow. After an hour from the point that you have submitted it digitally, you will be sent an SMS and email, with a link for you to click to trigger for instant processing.

    6. When will I be required to use the hardcopy application form?

      You will need to use the hardcopy application form only if you are applying for a supplementary card or/and when your mailing address is one that is outside of Singapore. Do visit any of our branches for a hardcopy form.

    7. What are the system downtimes and how will I be impacted by it?

      Daily from 9.30pm to 6am, as well as on Sundays and Public Holidays (specifically for ExtraCash Loans), you may receive an approved status confirmation but not receive the SMS and email notifications that carry the link to the details of the newly applied product, nor will you be able to see the newly approved product in Internet Banking.

      Also, daily from 12am to 8am, due to the maintenance of Credit Bureau system, your unsecured credit card or loan/line application will not be able to get an instantaneous outcome.

    8. How would I be contacted should my application require pending documents or has been rejected?

      You will receive an email ‐ one for each product applied for, and a physical letter informing you of the documents you require for your application, should your application require further documents. You will receive an email and physical letter if your application has been rejected.

  • Instant Usage of Digital Card

    1. What is a digital card?

      A digital card is the debit card or credit card that you will receive instantly via the link embedded in the email and SMS sent to you after the approval of your application.

      The digital card will have the same card number and expiry date as the physical card that you will receive. The only difference between the digital card and physical card is that of the CVV.

    2. What should I do if I want to use my digital card immediately upon approval?

      Digital Credit Card: See details and use immediately after you have been successfully verified.

      Digital Debit Card: You will have to log in to Online Banking to view the newly created deposit account details and deposit money into that account that is linked to your debit card, before using the card.

    3. What can my digital card be used for? Are there any restrictions that come along with using my digital card?

      Your digital card can be used for online and in-app purchases, recurring payments (e.g. Great Eastern policy premiums and on mobile wallet like Apple Pay, Samsung Pay and Android Pay.)

      Note that for your safety, the bank will decline digital card transactions whereby the eCommerce merchants do not request for your digital CVV (the 3 digits beside the signature panel at the back of the card image).

      To transact at these merchants, you will need to first activate your physical card.

    4. When will the CVV of the digital card be valid till?

      The CVV of the digital card will remain valid till its expiry date or when you activate the physical card.

    5. Is there a need to re-enter my card details when I receive my physical card?

      If you have already used the digital card before activating your physical card, we recommend that upon activating your physical card, you should re-enter card details for eCommerce and card-on-file transactions. There will be no need to re-provide the card details for recurring payment, e.g. insurance premiums and Mobile Wallet transactions.

  • Credit Card Payment Methods

    As some payment methods may require more processing time, we encourage you to pay your bills early to avoid incurring late fees. The methods marked with an asterisk are instant – just click here to find out how to use them.

    Payment methods Processing time required

    OCBC ATM*

    OCBC Cash Deposit Machine*

    OCBC Online and Mobile Banking*

    Phone Banking*

    Instant once transaction is completed.

    InterBank GIRO*

    Automatic deduction will be made on the payment due date from the bank account indicated in your InterBank GIRO application form

    Please ensure that there are sufficient funds in the account at least one day before the payment due date.

    FAST Funds Transfer from any participating bank’s online banking platform*

    Almost instant once transaction is completed.

    Refer to the Association of Banks in Singapore’s website for a list of participating banks.

    Cheque

    • Crossed and made payable to “OCBC Bank”
    • Do not post-date your cheques

    Three business days after we receive the cheque.

    You may drop the cheque into our Quick Deposit boxes at any OCBC Bank branch in Singapore or mail it to us. Please click here to download an envelope.

    Cash Payment at any OCBC Bank branch

    Same day

    AXS Station

    AXS m-Station (mobile app)

    AXS e-Station (web-based)

    Same day if payment is made by 11:59pm. Payments made after 11:59pm will be processed the next calendar day.

    Remember to pay the bill for each card account separately.

    NETS or CashCard via iNets Kiosks

    Same day if payment is made before 5pm. Payments made after 5pm will be processed the next calendar day.

    You should pay the bill for each card account separately.

    Another Bank’s Internet Banking Service

    Up to three business days.

  • ATM withdrawal & card spending limit

    ATM Withdrawal and visa/master card spending limit

    You may change your debit/credit card daily ATM withdrawal and visa/master debit card spending limit via OCBC Internet and Mobile Banking. Alternatively, you may submit the completed form at any of our branches or you may send to “OCBC Bank, Card Operations, Robinson Road, P.O. Box 1386, S902736”.

  • Credit and Debit Card activation

    Activate online

  • How to apply for EasiCredit and Card 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.

    EasiCredit Fee Waiver

    To submit an EasiCredit waiver request, please follow below instructions in our Phone Banking system:

    Press <1> for English
    Press <1> for phone banking menu
    Press <0>
    Press <2> for EasiCredit
    Press <1> for "EasiCredit fee waiver"
    Key in your NRIC number, followed by the "#" key
    Press <1> to confirm NRIC
    Customer will be prompted to key in mobile number
    Press <1> to confirm mobile number

    Your waiver request is subject to approval. You will be notified of the outcome via SMS in 5 business days.

  • Credit Card Fees & Charges

    View here.

    All foreign currency transactions are subjected to a currency conversion charge imposed by the respective card associations and bank administrative fee of the foreign transaction amount.

    From 3 December 2019, the bank administrative fee for foreign transactions on OCBC Credit Cards (except for NTUC Plus! Visa Credit Card and OCBC Plus! Visa Credit Card) will be revised from 2% to 2.25% of the foreign currency transaction amount.

    The foreign transactions on OCBC Credit Cards imposed by the respective card associations remains at 1%.

  • Cards changes for rewards/rebates programmes (with effect from 1 Oct 2019)

    Frequently Asked Questions

    1. What are the updates in the Terms and Conditions?

      The Bank has updated the list of excluded merchants in our terms and conditions governing our various rewards/rebates programmes. You may refer to the product websites for the new T&Cs which will be effective from 1 October 2019.

    2. Which are the new merchants that you excluded?

      Please refer to the new T&Cs of each product for more information on the latest list of excluded merchants. Please click on the links below to view the revised terms and conditions.

    3. Which month's rewards/rebates fulfilment will the changes impact?

      The changes are effective from 1 October 2019. This means that all spend from 1 October 2019 onwards will be guided by the new rewards/rebates T&Cs.

    4. What are the communications to customers on these changes?

      We have started informing customer since 1 Sep. The notice is up on our OCBC Notices Page and in customer's monthly statements.

  • Debit Card Fees & Charges

    View here.

    On 16 January 2019, the bank administrative fee for all foreign currency transactions will be revised from 1.8% to 2.25%.

    On 16 January 2019, the additional currency conversion fee for each Visa and MasterCard transaction will be revised from 1% to 2.8%.

    On 16 January 2019, the bank administrative fee for overseas cash withdrawal will be revised from 1.8% to 2.25%.

  • Automatic Annual Fee Waiver

    No card annual fee will be charged for the first 1 or 2 years, depending on the OCBC Card issued to you. After this, just meet the minimum spending for 1 year - starting from the month after your card was issued - to earn an annual fee waiver for your OCBC Card.

    What counts towards the minimum amount you must spend:
    Retail transactions, monthly Instalment Payment Plans and monthly PayLite instalments, so long as the amount is shown in your statement during the year.

    What does not count towards the minimum amount you must spend:
    Cash-On-Instalments, cash advances and bank charges and any refunded amounts.

    OCBC Credit or Debit Card Annual Fee Fee waiver period (after card is issued) Minimum spending required per year for automatic annual fee waiver
    OCBC Titanium Rewards Credit Card S$192.60 2 years S$10,000
    OCBC Titanium Credit Card S$192.60 2 years S$10,000
    OCBC 365 Credit Card S$192.60 2 years S$10,000
    OCBC Cashflo Credit Card S$160.50 2 years S$10,000
    OCBC Great Eastern Cashflo Credit Card S$160.50 2 years S$5,000
    FRANK Credit Card S$80.00 2 years S$10,000
    OCBC Robinsons Credit Card S$192.60 1 year S$3,000
    OCBC Plus! Visa Credit Card S$107.00 1 year S$2,500
    OCBC Plus! Visa Debit Card S$24.00 1 year S$1,200
    NTUC Plus! Visa Credit Card Free (prevailing NTUC membership fee applies) N.A. N.A.
    OCBC Arts Credit Card S$160.50 2 years S$10,000
    OCBC BEST Denki Credit Card S$160.50 2 years S$5,000
    OCBC Platinum Credit Card S$160.50 2 years S$10,000
    NTUC Plus! Visa Debit Card Free (prevailing NTUC membership fee applies) N.A N.A
    OCBC YES! Debit Card S$20.00 Waived perpetually for new cards approved from 1 November 2012 S$1,800 (Applicable only for customers whose cards are approved before 1 November 2012)
    FRANK Debit Card Free N.A. N.A.

    Automatic annual fee waiver criteria for OCBC VOYAGE, OCBC Premier VOYAGE and Bank of Singapore VOYAGE Credit Card customers are not included in the above table. For full details, please call +65 6438 6088 or contact your Relationship Managers.

  • Handling of excess credit balance

    Please arrange a refund with us if any of your Credit Card/EasiCredit accounts exceeds $50,000.

    Please check if the credit balance in any of your Credit Card/EasiCredit accounts exceeds $50,000*.

    If so, please contact us to arrange for a refund of your excess credit balance, which can be performed either via funds transfer to a current/savings account, or via a Cashier’s Order.

    Alternatively, you may use your entire excess credit balance balance.

    This is so that the credit balance in your each of your accounts do not exceed $50,000* for more than 30 consecutive days.

    Why refund the excess credit balance if any of my Credit Card/EasiCredit account(s) exceed(s) $50,000*?

    We have recently revised our relevant Credit Cardmembers Agreements and the Terms and Conditions Governing Personal Line of Credit (collectively, the Relevant Terms) on 1 January 2017.

    Therefore, we have the discretion to refund any amount of credit balance in your credit card/EasiCredit account(s)via such mode as set out in the Relevant Terms.

    We thank you for your understanding, and apologise for any inconvenience caused.  

    * This amount may change in future

    Nothing stated above shall prejudice OCBC’s rights under the relevant terms and conditions and/or agreements governing the credit card/Easicredit accounts.

  • Check card balance and available credit

    Internet Banking

    1. Upon logging into OCBC Online Banking, click “Your Accounts”
    2. From the drop-down, click “Overview”
    3. Scroll down to view “What you owe (Liabilities)”; Credit Cards.
    4. Look for “Amount Due” for the specific card type

    Mobile Banking

    1. Login to mobile banking.
    2. Select "What you owe".
    3. Select the relevant Credit Card to view your Credit Card balance.

    Phone Banking

    1. Dial 1800 363 3333 or +65 6363 3333 (if overseas)
    2. Select Language Preference
    3. Press *3 and enter your phone banking access code and PIN followed by #
    4. Select 1 for Balance and transaction
    5. Select 1 for Balance
    6. Select 1 for Credit Card

    Note: Your credit card balance does not include any payment or transaction made today

    SMS Banking

    SMS in to check on your credit card latest statement outstanding balance

  • Update your mailing address

    1. Insert your ATM card
    2. Select "Other Services" after entering your PIN
    3. Select "Other Services"
    4. Select "Update Contact Particulars"

    Please note that this service is only applicable to savings, current, credit card and foreign currency call accounts.

    Changes will take immediate effect.

  • Check and redeem OCBC$

    Online Banking

    1. Login to online banking.
    2. Under "Rewards", select "Rewards".
    3. Click "Redeem your rewards" and a new browser will open automatically.
    4. Select card type and click "next".
    5. Select the rewards category you are interested in.
    6. Select the Account / Card No. to redeem from. Your OCBC$ Rewards voucher will be sent to the corresponding mailing address of the selected account. To redeem an OCBC$ Reward that requires OCBC$ and cash, please select a credit card account as the cash component will be debited from your credit card account.
    7. Select your desired OCBC$ Reward and click "add to cart".
    8. Select the OCBC Card number you wish to use to make your redemption.
    9. Select the quantity of the reward.
    10. Select "Check Out" to confirm redemption or click ‘Continue Shopping’ to continue redeeming more OCBC$ Rewards.
    11. To redeem an OCBC$ Reward that requires OCBC$ and cash, please select a credit card account as the cash component will be debited from your credit card account.
    12. An OCBC$ Rewards voucher will be sent to you within 7 working days.

    Phone Banking

    1. Call 1800 363 3333 or +65 6363 3333 when overseas.
    2. Press 1 for English, 2 for Mandarin
    3. Press *3 and enter your phone banking access code and PIN followed by #
    4. Press 3 for Rewards, temp limit increase or PIN change
    5. Press 1 for Rewards Redemption.
    6. Enter your 16-digit Credit Card Number follow by #.
    7. Press 1 to confirm.
    8. Enter the 6-digit product code.
    9. Enter quantity of the reward.
    10. Press 1 to confirm
    11. An OCBC$ Rewards Voucher will be sent to you within 7 working days

    Note: This service is applicable to principle card only.

    SMS Banking

    SMS in for rewards redemption

  • Check your OCBC cash rebates

    OCBC 365 Credit Card

    FRANK Credit Card

    FRANK Credit Cards issued from 4 July 2019 will no longer offer the NETS FlashPay feature. If your existing FRANK Credit Card carries the NETS FlashPay logo, you may continue to use this feature until the card expires or when you receive a new one. However, NETS FlashPay auto top-up transactions that are shown in your account statements from 1 July 2019 will not earn any cash rebates.
  • View credit card transactions

    View them on online banking.

    1. Upon logging in to online banking, click “Your Accounts”.
    2. From the drop-down menu, click “Overview”.
    3. Scroll down to view “What you owe (Liabilities)”; Credit Cards
    4. Click on the specific card type.
    5. After clicking on the specific card type, select "Details / Transactions" from the popout tooltip.
  • Lost / stolen card

    Please call 1800 363 3333 (24 hours) for assistance to block your card.

  • Retrieve past statements

    1. Upon logging in to online banking, click “Your Accounts”.
    2. From the drop-down, click “Overview”.
    3. Scroll down to view “What you owe (Liabilities)”; Credit Cards.
    4. Click on the specific card type.
    5. From the drop-down menu, click “eStatements”.
  • Revert to paper statements

    Yes. You can give us your instructions to revert to paper statements. 

    Revert via online banking:

    1. Upon logging in to online banking, click "Your Accounts"
    2. From the drop-down menu, click "Overview"
    3. Scroll down to view "What you owe (Liabilities)", Credit Cards
    4. Click on the specific card type
    5. From the drop-down menu, click "eStatements"
    6. Click "Manage eStatement" on the left
    7. Uncheck the respective credit card account to opt out of eStatements
  • 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.

  • Foreign Currency Transactions

    All Foreign currency transactions made in US dollars will be converted into Singapore dollars at the rate determined by the respective card associations or such rates as the Bank may determine from time to time. Transactions made in foreign currency other than US dollars will first be converted to US dollars before they are converted into Singapore dollars at the rate determined by the respective card associations (Visa or MasterCard International) or such rates as the Bank may determine from time to time. The conversion rate is applied on the date of posting to the Card Account and may be different from the rate in effect on the date of transaction.

    All foreign currency transactions mentioned above (including reversals and refunds) will be subject to the following:

    Until 3 December 2019, all foreign currency transactions are subjected to a currency conversion charge imposed by the respective card associations (1%) and a bank administrative fee (2%) of the foreign transaction amount.

    From 3 December 2019, all foreign currency transactions charged to OCBC Credit Cards (except for NTUC Plus! Visa Credit Card and OCBC Plus! Visa Credit Card) are subjected to a currency conversion charge imposed by the respective card associations (1%) and a bank administrative fee (2.25%) of the foreign transaction amount.

  • Singapore Dollar Transactions processed Overseas

    An additional fee will be levied on all Visa and MasterCard transactions effected in Singapore dollars and processed overseas (including online transactions). This includes but is not limited to (i) any Visa or MasterCard retail transaction presented in foreign currency that you choose to pay in Singapore dollars via dynamic currency conversion and (ii) any online retail card transaction charged to your Visa and MasterCard cards on overseas websites in Singapore Dollars. The additional fee charged is 1% on all converted Singapore dollar amounts for each Visa and MasterCard transaction.

  • Submit required documents for credit card application

    Upload document for Card Applications

  • Dispute on 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.

  • Credit Card and Debit Card Maintenance

  • Transaction and posted date

    What is the difference between transaction date and posting date?

    Transaction date refers to the date when a purchase is made.

    Posting date refers to the date the transaction is received by the card issuer, OCBC Bank. As merchants may make a settlement a few days after the transaction has been made, posting date may be a few days later than the transaction date. As such, the bank has no control over when merchant records the transaction.

    Once a transaction is posted, it will be reflected in your Internet Banking transaction history.

  • Credit limit

    Why has my credit limit gone down when I cannot see the transaction in my Internet Banking?

    When you perform a transaction, the amount will be earmarked from your credit limit first. However, you may not see the transaction within Internet Banking because the transaction has yet to be posted. Once the merchant records the transaction and the transaction is posted to your card, you will be able to see the transaction within Internet Banking and the amount will be deducted from your credit limit.

    Why doesn't the total available credit limit on my statement match with the spending on my cards?

    The total available credit limit on your statement takes into account the outstanding and earmarked amount on all your cards.

    For example:

    Card 1 Card 2 Card 3
    Outstanding amount S$500 S$500 S$500
    Earmarked amount S$700 - S$250
    Total credit limit S$10,000
    Total available credit limit S$7,550

    It is also the total available credit limit at the point your statement was generated, so it will not include any transactions made after your statement was generated.

    For a more accurate total available credit limit, you can log in to your Internet Banking/ Mobile Banking.

  • Due date

    How do I know when my due date is? Why does my due date keep moving?

    Your statement generation date is fixed each month. You can find your statement generation date on your statement.

    Your due date will then be 23 calendar days from the statement date.

    If the due date falls on Saturday/Sunday/Public Holiday, the payment due date will then fall on the previous working day

  • Transaction alerts

    How do I get notified for transactions done on my card?

    When a transaction exceeding a default amount set by OCBC is deducted from your credit card account, we will send you an SMS notification alert. This alert serves as a fraud prevention measure. If you have not authorised the transaction, please contact us immediately.

    Visit bit.ly/2MA4K0q for FAQs and to find out how to set SMS alerts

  • VOYAGE FAQ