Frequently Asked Questions

Transcription

1 Frequently Asked Questions Mashreq Tap n Go Frequently Asked Questions_April2014 Page 1

2 Section 1: General Questions 1. What are contactless payments? Contactless payments are payment transactions that do not require a physical contact between the consumer payment device (e.g. a Credit Card) and the merchant terminal. 2. How do contactless payments work? Unlike normal transactions that require the credit card to be swiped or inserted into the merchant terminal for payment, contactless payments use secure Near-Field-Communication (NFC) technology to process the transaction. NFC is the latest in wireless technology and uses radio frequencies to establish a connection and share data between a NFC-enabled card and the merchant terminal. This is done by tapping the card against the terminal or by bringing the two in close proximity to each other (typically no more than 2-3 cms) thus allowing the transaction to be processed instantly. A common example of contactless payments in the UAE would be the NOL card that is used by thousands of commuters daily on the Dubai Metro. 3. What is Mashreq Tap n Go? Mashreq Tap n Go is the UAE s first NFC-Sticker Solution that redefines mobile payments. It converts any mobile phone of any generation into a credit card without the need to download a Mobile App, link an account, sign-in or remember passwords. All you have to do is to fix the Sticker to the back of your mobile phone, activate it and it s ready for use at thousands of merchant outlets in the UAE and abroad. 4. What are the benefits of Mashreq Tap n Go? Mashreq Tap n Go simplifies your purchase experience especially for low-value purchases and has several exclusive benefits as compared to credit or debit cards. Benefit 1: SPEED Imagine you re out shopping, purchasing tickets for a movie or just buying a cup of coffee with Mashreq Tap n Go you won t need to hunt for change in your wallet or wait to sign a credit card transaction receipt! For transactions less than AED 100, all you need to do is to tap your phone against the terminal and your transaction is processed in a flash. No swiping, No signing, No waiting! Just tap & go! Benefit 2: SECURITY Your Mashreq Tap n Go Sticker relies on secure NFC technology and the strongest authentication protocols for validating each payment transaction. Also as the Sticker is fixed to your phone, you Mashreq Tap n Go Frequently Asked Questions_April2014 Page 2

3 stay in control at ALL times and do not need to hand-over the Sticker to the merchant for payment. Further, your Sticker can only be used for purchases made in-person. It cannot be used for making online purchases or for cash withdrawals at ATMs/CCDMs. Benefit 3: REWARDS You continue to earn reward points or cash-back or other spend-based benefits as applicable on the linked Mashreq credit card when you use Mashreq Tap n Go for payments. Benefit 4: TRANSACTION RECORD Mashreq Tap n Go helps you pay instantly and securely for low-value purchases at Cafés, Restaurants, Grocery stores, Cinemas, Petrol stations etc instead of using cash. Not only do you get a receipt for each transaction, you also see a record of all Mashreq Tap n Go transactions in your monthly statement allowing you to monitor your spends and manage budgets better. 5. How is it different from my credit card? Your Mashreq Tap n Go Sticker is linked to your existing Mashreq credit card. Every Mashreq Tap n Go Sticker has a unique 16 digit number and carries the same validity as the linked credit card. The primary cardholder has the flexibility to assign & modify credit limits on the Sticker, block the Sticker if required and even request for a replacement in case of loss or damage. What s more, you continue to earn reward points or cash-back or other spend-based benefits as applicable on the linked Mashreq credit card when you use Mashreq Tap n Go for payments. 6. Will I receive any rewards for my transactions made using Mashreq Tap n Go? Yes, you will enjoy the same rewards on your Mashreq Tap n Go Sticker as you do on your linked Mashreq credit card e.g. Salaam Points / Cash back / Air Arabia Dirhams or Etisalat Reward points. The rewards that you earn using Mashreq Tap n Go will be credited to your primary card and can be redeemed under your primary card account. Example: If you have been issued a Mashreq Tap n Go Sticker against your SmartSaver credit card, you will continue to earn Cash back on all purchases made through your Sticker. 7. Will I continue to get the discounts at a Mashreq Flavours participating restaurant? Yes, if you use your Tap n Go Sticker at a Mashreq Flavours participating restaurant, all discounts that are applicable on your Mashreq credit card will be offered on your Mashreq Tap n Go Sticker as well. Mashreq Tap n Go Frequently Asked Questions_April2014 Page 3

4 8. Does issuance of the Mashreq Tap n Go Sticker mean extra limits on my card? Your Mashreq Tap n Go Sticker works similar to a supplementary credit card hence the credit limit that the primary cardholder assigns to the Sticker will be part of the Credit Limit on his/her linked Mashreq primary credit card. There is no extra limit assigned to the Sticker. To modify the limit assigned to the Tap n Go Sticker the primary cardholder needs to visit or call our 24 X 7 Direct Banking Centre at Where can I see the transactions on my Mashreq Tap n Go Sticker? Will I get an additional statement? From a billing perspective, your Mashreq Tap n Go Sticker works similar to a supplementary credit card. Details of transactions done through your Mashreq Tap n Go Sticker will appear on your monthly consolidated credit card statement in a separate section under the respective Sticker number. No additional statement will be issued for Tap n Go transactions. Alternately, you can also view the transactions through Mashreq Online. 10. Do I have to pay any fees to get my Mashreq Tap n Go Sticker? No, the Mashreq Tap n Go Sticker is being offered on a free-for-life basis. End of Section 1 Mashreq Tap n Go Frequently Asked Questions_April2014 Page 4

5 Section 2: Safety & Security 11. Are payments made through Tap n Go safe? The financial payment networks (VISA, MasterCard etc) that process contactless payments are the same networks that process millions of credit and debit card transactions across the world. In addition, your Mashreq Tap n Go Sticker relies on secure NFC technology and the strongest authentication protocols for validating each payment transaction. This is done by using a cryptographically calculated code that is unique for each transaction and which cannot be reused. Payments made through Tap n Go are thus as safe if not safer than traditional payment transactions. 12. If I get too close to a Contactless terminal, will my Mashreq Tap n Go Sticker be charged without my knowledge? No, to conduct a sale transaction, the merchant staff needs to enter the Sale option on the terminal, followed by the transaction amount. Once this is done, the Tap n Go Sticker needs to be gently tapped against the terminal or brought close to the terminal (no more than 2-3 cms) so that the transaction can be completed. This allows you to stay in control since your Sticker (fixed to your phone) doesn t need to be handed over to the merchant staff for payment. 13. If my Mashreq Tap n Go Sticker is tapped more than once, will I be charged twice? No, the terminals are designed to accept only one transaction per Sticker at a time. 14. My Smart Phone has NFC enabled, will the Mashreq Tap n Go Sticker work on my Smart Phone? Some mobile phone handsets are already NFC-enabled when manufactured. In case you are fixing your Mashreq Tap n Go Sticker to such a mobile phone, please ensure the NFC function in the handset is disabled as this may otherwise interfere with the functioning of the Sticker. While in most such handsets the factory settings for NFC are set to Off however, please consult your mobile phone instruction manual for more details on this subject. 15. What do I do with the Sticker panel and Sticker carrier? Each Mashreq Tap n Go Sticker is personalized with a unique 16 digit number and carries an expiry date. These details are not printed on the Sticker itself but on the Sticker panel and Sticker carrier respectively for security reasons. You will need to use the Sticker number to activate your Sticker. You will also need the 16 digit Sticker number if you ever wish to block your Sticker hence we strongly recommend that the Sticker panel and Sticker carrier are kept in a safe place. Mashreq Tap n Go Frequently Asked Questions_April2014 Page 5

6 16. What will happen to my Mashreq Tap n Go Sticker if my phone is lost or stolen? Each Mashreq Tap n Go Sticker comes with its own unique 16 digit number (please refer to the Sticker panel or Sticker carrier for the 16 digit number). If your phone is lost or stolen, please immediately call our 24 X 7 Direct Banking Center at or visit to block your Sticker. You can also request for a replacement Sticker that will be sent to you at a nominal fee of AED What do I do if my Mashreq Tap n Go Sticker gets damaged or doesn t work? Each Mashreq Tap n Go Sticker comes with its own unique 16 digit number (please refer to the Sticker panel or Sticker carrier for the 16 digit number). If your Sticker is damaged, please call our 24 X 7 Direct Banking Center at and request for a replacement Sticker that will be sent to you at a nominal fee of AED What will happen to my Mashreq Tap n Go Sticker if I need to change or replace my mobile phone handset? If you wish to change or replace your mobile phone, you will need to remove the Sticker and refix it on the new handset. Gently remove the Sticker from the old handset by peeling it from one corner. Stick it firmly to the new handset and start using it for purchases. In case the Sticker does not stick to your new phone firmly or if it does not work for payments, please contact the bank immediately and we would be happy to send you a replacement Sticker. Once you receive the new Sticker, please destroy the older one. 19. Will blocking the Mashreq Tap n Go Sticker also lead to my linked credit card getting blocked? No, since your Mashreq Tap n Go Sticker has its own 16 digit number which is different and unique from the linked credit card, blocking the Sticker will not affect the linked credit card and vice versa. End of Section 2 Mashreq Tap n Go Frequently Asked Questions_April2014 Page 6

7 Section 3: Applying for Tap n Go 20. How do I apply for Mashreq Tap n Go? If you have any of the following Mashreq Credit Cards, you can apply for your very own Mashreq Tap n Go Sticker by calling our Direct Banking Centre at , through MashreqOnline or by walking into any Mashreq branch. Mashreq SmartSaver Credit Card Mashreq Grand Entertainment Credit Card Mashreq Platinum Elite Credit Card (MasterCard only) Mashreq Gold Credit Card (MasterCard only) Mashreq Classic Credit Card (MasterCard only) If you do not have a Mashreq Credit Card, you must first apply for one of the above credit cards, by calling our Direct Banking Centre at , walking into a Mashreq branch or visiting before you can get a Tap n Go Sticker. Do remember to choose ( ) the Mashreq Tap n Go option when you fill up the application form at our branches. 21. Can I get a Mashreq Tap n Go for my family members? Yes you can. If your immediate family members already have a Supplementary Credit Card linked to any of the following Mashreq credit cards, you can apply for a Mashreq Tap n Go Sticker by calling our Direct Banking Centre at , through MashreqOnline or by walking into any Mashreq branch. Mashreq SmartSaver Credit Card Mashreq Grand Entertainment Credit Card Mashreq Platinum Elite Credit Card (MasterCard only) Mashreq Gold Credit Card (MasterCard only) Mashreq Classic Credit Card (MasterCard only) If your immediate family members do not have a Supplementary Credit Card, the Primary cardholder must first apply for one, by calling our 24 X 7 Direct Banking Centre at , walking into a Mashreq branch or visiting and then request for a Tap n Go Sticker for the Supplementary Credit Card you are applying for. 22. How many Mashreq Tap n Go Stickers can I get? You can apply for ONE Mashreq Tap n Go Sticker for EVERY Mashreq Credit Card you have. At present, Mashreq Tap n Go is being offered only on the following Mashreq Credit Cards however we will extend this to other Mashreq Credit Cards shortly. Mashreq Tap n Go Frequently Asked Questions_April2014 Page 7

8 Mashreq SmartSaver Credit Card Mashreq Grand Entertainment Credit Card Mashreq Platinum Elite Credit Card (MasterCard only) Mashreq Gold Credit Card (MasterCard only) Mashreq Classic Credit Card (MasterCard only) Example: If you have a (Primary) Mashreq SmartSaver Credit Card and two linked Supplementary SmartSaver Credit Cards, you can apply for a total of THREE Tap n Go Stickers one each for the primary credit card and two supplementary SmartSaver credit cards you have. 23. Can I get a Mashreq Tap n Go Sticker only for my supplementary credit card? Yes, you can get a Mashreq Tap n Go Sticker for your primary credit card or supplementary credit card or any combination thereof. A Mashreq Tap n Go Sticker can only be issued if you already have any of the following Mashreq Credit Cards Mashreq SmartSaver Credit Card Mashreq Grand Entertainment Credit Card Mashreq Platinum Elite Credit Card (MasterCard only) Mashreq Gold Credit Card (MasterCard only) Mashreq Classic Credit Card (MasterCard only) 24. I have a Mashreq Credit Card but it is not one of the three types mentioned above. Can I get a Mashreq Tap n Go Sticker? At present, Mashreq Tap n Go is being offered only on the following Mashreq credit cards. Mashreq SmartSaver Credit Card Mashreq Grand Entertainment Credit Card Mashreq Platinum Elite Credit Card (MasterCard only) Mashreq Gold Credit Card (MasterCard only) Mashreq Classic Credit Card (MasterCard only) We will be extending Mashreq Tap n Go to other Mashreq Credit Cards shortly. Please wait for an announcement to this effect. End of Section 3 Mashreq Tap n Go Frequently Asked Questions_April2014 Page 8

9 Section 4: Using Tap n Go 25. What do I do with the Sticker once I receive it? Your Mashreq Tap n Go Sticker will be sent to you in its own Welcome Pack. Please go through the contents of the Welcome Pack, especially the enclosed User Guide to understand Tap n Go benefits and to learn how to fix the Sticker to your phone, activate it and use it at merchants. For a full demonstration on how Tap n Go works please visit How do I fix the Sticker to my phone? Please refer to the User Guide in the Mashreq Tap n Go Welcome Pack to learn how to fix the Sticker to your phone. For a full demonstration on how Tap n Go works please visit Do I need to activate the Sticker? If so, how? Yes, the Mashreq Tap n Go Sticker issued to you is in inactive status for security reasons. To activate your Sticker, please use any of the following routes SMS CCA [space] [last 4 digits of your Sticker number] to 4250 or Log on to MashreqOnline via mashreq.com or Call I have received a PIN separately by post. What is this for? Your Mashreq Tap n Go Sticker can be used at thousands of merchants in the UAE or abroad. In certain countries when you use your Mashreq Tap n Go Sticker, the terminal might prompt you for a PIN to complete the transaction. The PIN you have received is for such instances. We strongly recommend that you memorize the PIN upon receipt and destroy the printed PIN record. In case you forget your PIN, please visit to generate a new PIN. 29. How do I know which merchants or stores will accept Mashreq Tap n Go? Your Mashreq Tap n Go Sticker can be used at all merchants that support contactless transactions. Please look for any the following symbols that would indicate that the merchant accepts contactless payments. Mashreq Tap n Go Frequently Asked Questions_April2014 Page 9

10 For an updated list of Mashreq merchants that accept contactless payments, please visit What do I do if the merchant doesn t accept the Mashreq Tap n Go Sticker for payments? Mashreq has undertaken a detailed merchant education exercise to familiarize its merchants with the features and benefits of Tap n Go. For an updated list of Mashreq merchants that accept contactless payments, please visit We sincerely apologize if any of the merchants from the list doesn t accept the Tap n Go Sticker for payment. We would request you to use your credit card or debit card for payment and also call us at to keep us informed so that we can take immediate corrective action. 31. How do I use Mashreq Tap n Go for making purchases? At the merchant, you will be asked whether you wish to pay by cash or card. At this point, please indicate to the merchant staff that you wish to pay using Mashreq Tap n Go. Once the merchant staff has entered the transaction amount on the terminal the contactless symbol shown below will be displayed in the terminal. Please gently tap the Sticker (fixed on your phone) against the terminal or bring the Sticker close (a distance of no more than 2-3 cms) to the terminal and your transaction will be processed instantly and securely. A transaction receipt will be printed and can be retained by you for your records. If the transaction amount is less than AED 100, you do not need to sign the receipt. Contactless Symbol: 32. Can I use Mashreq Tap n Go for transactions of any amount? Mashreq Tap n Go is ideal for low-value payments e.g. at Cafes, Fast-Food restaurants, Grocery Stores, Cinemas, Petrol stations where the transaction value is typically less than AED 100. For such amounts, you do not need to sign the transaction receipt. However you can still use Mashreq Tap n Go for transactions of up to AED 3,600 (equivalent of USD 1000) with the additional requirement of a signature. For transaction amounts beyond AED 3,600, please use your credit or debit card at the terminal when requested or pay by cash. Mashreq Tap n Go Frequently Asked Questions_April2014 Page 10

11 33. Is the signature requirement waived for all transactions on Mashreq Tap n Go? Your Mashreq Tap n Go Sticker is ideal for low-value purchases e.g. at Cafes, Fast-Food restaurants, Grocery Stores, Cinemas, Petrol stations where the transaction value is typically less than AED 100. For such amounts, you do not need to sign the transaction receipt and the transaction receipt will state No Sign required for contactless txn. You can also use Mashreq Tap n Go for transactions of up to AED 3,600 (equivalent of USD 1000) with the additional requirement of a signature. For transaction amounts beyond AED 3,600, please use your credit or debit card at the terminal when requested or pay by cash. 34. I have just attempted to make a payment and using Mashreq Tap n Go but the transaction did not go through? All Mashreq Tap n Go Stickers are delivered to customers in Inactive state. Please check if you have activated the Sticker before attempting to use it for payments. Please refer to the User Guide to learn how to activate the Sticker. If you have already activated the Sticker and the transaction still did not go through, please ensure the Sticker is fixed as shown in the User Guide. If the problem persists, please call our 24 X 7 Direct Banking Center at or visit to block your Sticker and request for a replacement. 35. Can I use Mashreq Tap n Go at the ATM or CCDM? No, Mashreq Tap n Go cannot be used at ATMs or CCDMs. The Stickers can only be used for purchase transactions made in person at merchants in the UAE or abroad. 36. Can I use Mashreq Tap n Go for making purchases online / for e-commerce transactions? No, your Mashreq Tap n Go Sticker cannot be used for making online or for e-commerce transactions. The Stickers can only be used for purchase transactions made in person at merchants in the UAE or abroad. 37. Can I use my Mashreq Tap n Go Sticker for making utility bill payments such as DEWA, Etisalat/Du etc through Mashreq Online? No, you cannot use your Mashreq Tap n Go Sticker for making utility bill payments through Mashreq Online or for any other online/e-commerce payment. End of Section 4 Mashreq Tap n Go Frequently Asked Questions_April2014 Page 11