1. What are the E-payment User Protection Guidelines?

The E-Payment User Protection Guidelines ("Guidelines") are issued by the Monetary Authority of Singapore (“MAS”)  and aims to protect individuals and sole proprietors from losses arising from unauthorised or erroneous e-payment transactions from their protected accounts.
For more information on the Guidelines, including protected accounts, duties as an account holder, and unauthorised transactions, please read more here.

2. What are “protected accounts”?

Protected accounts are any payment accounts that are:

1. held by either individuals or sole proprietors, including those held jointly by multiple account holders; and


2. capable of having a balance of more than S$500 at any one time, or is a credit facility; and


3. capable of being used for electronic payment transactions.

Some examples would include Mari Savings Account and Mari Business Account (for sole proprietors).

3. What are my duties as an account holder or account user?

Your responsibilities are set out in the Guidelines and include the following:

1. Providing us with complete and accurate contact information;


2. Enabling, opting to receive and monitoring all transaction notification alerts on any device used to receive such alerts;


3. Protecting your access codes and login credentials to your protected accounts (e.g. PIN, OTP, password, device passcode or other credentials that are used to authenticate your identity) and not share them with third parties;


4. Securing records of your access codes (if any) and ensuring that they are not easily accessible by third parties;


5. Reporting any unauthorised or erroneous transactions to us as soon as practicable after receipt of any transaction notification alert; and


6. Making a police report and providing us with all relevant information to facilitate any investigation.

4. How will I receive transaction alerts from MariBank?

For outgoing transactions, you will receive alerts via MariBank's in-app notifications, push notifications, SMS and/or emails sent to the mobile phone number and/or email address you have registered with us.

For incoming transactions, you will receive alerts via MariBank's in-app notifications, push notifications and emails sent to the email address you have registered with us.

You may manage your notification preferences on the MariBank app, under “General Settings” on the "Me" page. Do note that we do not currently allow disabling of SMS transaction alerts for outgoing transactions.

5. What is an “unauthorised transaction” under the Guidelines?

An unauthorised transaction refers to any payment transaction initiated by any person without the actual or imputed knowledge and implied or express consent of a protected account user.

6. How do I report an erroneous or unauthorised transaction?

If you have detected unauthorised transactions in your account, please contact our 24/7 Customer Service team immediately at +65 6995 8688.

7. I have made an unauthorised transaction report, what happens next?

You will receive an acknowledgment of your report via email.

To facilitate our investigation process, please provide us with all requested information on a timely basis. Please also lodge a police report if there has been any unauthorised transaction(s). Please note that MariBank will not ask you for sensitive data such as your PIN number.

We will provide an outcome of our investigation within 21 business days. Please note that complex cases may require additional investigation time up to 45 business days and we seek your understanding and assistance in this regard.

8. What is the liability framework for unauthorised transactions under the Guidelines?

Please note that the liability framework below does not apply to any credit card, charge card or debit card issued by MariBank.

Scenario 1: Account holder is liable for loss

The account holder is liable for actual loss arising from an unauthorised transaction if the account user’s recklessness was the primary cause of the loss. This would apply, for example, where the account holder did not comply with his / her duties under the Guidelines.

The actual loss which the account holder is liable for is capped at the applicable transaction limit or daily payment limit on the protected account.

Scenario 2: Account holder is not liable for loss

The account holder is not liable for any loss arising from an unauthorised transaction if the loss arises from any action or omission by MariBank and does not arise from any failure by any account user to comply with any duty under the Guidelines.

Some examples include fraud or negligence by MariBank or where there was non-compliance by MariBank or its employees with any requirements imposed by MAS on MariBank in relation to provision of financial services.

Scenario 3: Loss arising from any action or omission by any independent third party

The account holder is not liable for any loss arising from an unauthorised transaction that does not exceed S$1000 if the loss:

1. arises from any action or omission by any third party not referred to in scenario (2); and


2. does not arise from any failure by any account user to comply with any duties under the Guidelines.

Last updated: 16 March 2023