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FREQUENTLY ASKED QUESTIONS




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APPLY FOR A MASTERCARD®‎



Q: How do I apply for a Mastercard?

Mastercard does not issue cards direcly to consumers, please contact a financial
institution to apply for a Mastercard product. Please click here for the list of
financial institutions that issue Mastercard Card. 

Q: Questions not answered here?

A: If your question is not listed, we recommend that you contact the financial
institution that issued your account as only they hold information specific to
your account. Typically, there is a customer service number for your financial
institution on the back of the card.


ATM LOCATOR‎



Q: Why can't I locate ATMs in a specific country?

A: Mastercard receives ATM location information from financial institutions. If
an ATM location or a specific location is not listed, then information is not
available. We continue to work with financial institutions to provide you with
the most up to date and accurate ATM location information.

You may want to contact the financial institution that issued your card for
assistance concerning ATM locations, personal account withdrawal limits and
restrictions, local currency cash advances, currency conversion, exchange rates
or other services offered. You will find their contact information on the back
of your Mastercard and on your billing statement. Or you can visit the financial
institution's Web site.

Q: I don't know my password or my PIN. How can I get this information?

A: For information about your PIN or account, you must contact the financial
institution that issued your card. You will find their contact information on
the back of your Mastercard and on your billing statement. Or you can visit the
issuer's Web site to manage your account online.

Q: What is the fee for withdrawing money or taking a cash advance from an ATM?

A: Mastercard does not determine ATM fees. Any fees charged by the ATM owner are
disclosed at the time the transaction is initiated. At that time, you are given
the option to discontinue the transaction if you do not wish to pay the fees.
You should also check with the financial institution that issued your card to
determine their ATM fee policies. You can find your issuer's contact information
on the back of your Mastercard and on your billing statement. Or you can visit
the issuer's Web site.

Q: The ATM wouldn't accept my card. What should I do?

A: If you had a problem using an ATM, please contact the bank that issued your
card for assistance.

Q: How can I get a list of ATM locations if I don't have internet access?

A: The Mastercard ATM network is only a phone call away, giving you access to
cash wherever you go.

 * United States & Canada - 1-800-4CIRRUS (1-800-424-7787)
 * Outside the United States & Canada - Get Contact Numbers

Q: Can I use my prepaid card, gift card or credit card at an ATM?

A: Yes. You may withdraw cash against the balance on most Mastercard prepaid and
gift cards at any ATM. However, not all prepaid and gift card issuers allow ATM
or foreign transactions. Be sure to check with your card issuer to ensure that
these types of transactions are permitted. Most Mastercard credit cards also
allow you to obtain cash advances at an ATM. You will need a Personal
Identification Number (PIN) to withdraw cash. You can find your issuer's contact
information on the back of your Mastercard and on your billing statement. Or you
can visit the issuer's Web site.

Q: I've forgotten the PIN for my ATM card. How can I retrieve it or get a new
one?

A: You must contact the financial institution that issued your card to retrieve
or reset your PIN. You can find their contact information on the back of your
Mastercard and on your billing statement. 

Q: How can I get a replacement for a lost or stolen ATM card?

A: We'll help you replace your lost or stolen ATM card no matter where you are.
Call the Mastercard Assistance Center with any card-related need from anywhere
in the world.

Get Contact Numbers

Q: Questions not answered here?

A: If your question is not listed, we recommend that you contact the financial
institution that issued your account as only they hold information specific to
your account. Typically, there is a customer service number for your financial
institution on the back of the card. You can always contact the Mastercard
Assistance Center toll free at 1-800-627-8372 or 'Collect' by dialing
1-636-722-7111.


BILL PAY‎



Q: Can I pay my billers who accept Mastercard directly from this site?

A: No. To pay a bill, please visit your biller's Web site for instructions on
how to provide payment to them.

Q: Do I have to pay a fee for bill payment using a Mastercard?

A: Mastercard does not charge a fee for bill payment. While most service
providers do not charge a fee, be sure to ask if they charge any fees or have
any restrictions associated with making a payment using your Mastercard.

Q: How do I pay a bill with a Mastercard?

A: Please contact your biller to make an electronic payment. Many provide this
payment option through their Web sites or by phone. 

Q: How often can I make automatic bill payments, and when do bills get paid?

A: Automatic bill pay is an arrangement you make with your selected biller or
service provider(s), so you will need to contact each directly to arrange
payment amounts and scheduling. Each biller has its own procedure for automatic
bill payment. 

Q: Is there a limit to the number of automatic bill payments I can have on a
Mastercard?

A: No, but you may be limited in making overall charges to your Mastercard
account if doing so would cause you to exceed your credit limit.

Q: Who issued my card?

A: You will find your card issuer's contact information on the back of your
Mastercard and on your billing statement.

Q: Which cards can I use to pay bills?

A: You can use a credit or debit card that bears the Mastercard logo. We
recommend that you confirm with each biller to ensure that it accepts your card
as a form of payment.

Q: What is automatic bill payment?

A: Automatic bill payment can help you avoid late fees and charges by allowing
your selected service providers to automatically charge your Mastercard account
on a regular basis.

Q: What is manual bill payment?

A: With manual bill payment, you have the freedom of selecting the amount to pay
and the date on which you want to make payment. Each time a bill is due, you
initiate the payment process.

Q: If I enroll in automatic bill payment, will I continue to receive a bill?

A: Automatic bill pay is an arrangement you make with your selected service
provider(s), so you will need to contact each directly (by phone or online) to
arrange payment amounts and scheduling. Most billers continue to mail a bill
indicating the total amount they will charge. However, some providers may allow
you to elect to receive an online bill or no bill at all. At the time you
initiate an automatic bill payment relationship, you should determine how the
provider will bill you.

Q: What information will the service provider/biller request?

A: Bill pay is an arrangement you make with your selected service provider(s),
so you will need to contact each provider directly to arrange payment amounts
and scheduling.

Typically, the biller will ask for your Mastercard account number and the
expiration date. For automatic bill payment, the biller may also require the
payment amount it is authorized to automatically charge, and the specific date
you wish to be charged each month.

Note: Not every service provider/biller will allow you to choose this date. And,
some service providers may require additional information, such as your
signature.

Q: What if my Mastercard account information changes?

A: Your Mastercard account information may change due to a lost or stolen card,
expiration date change or an upgrade to a new product. To prevent an
interruption in service, you must contact each biller and give them your new
account information. We recommend that you keep a list of the billers that you
pay automatically so you can efficiently update this information when necessary.

Q: What if I want to stop an automatic bill payment?

A: Contact the biller with whom you've set up the automatic bill payment, and
follow their procedures to cancel or change the method of payment.

Q: What if I don't agree with a payment amount made to a biller/service provider
on my Mastercard statement?

A: It is recommended that you review the paper or electronic bill that your
biller provides prior to any payment being made with your Mastercard. However,
if there is an error or question about a payment billed to your card, contact
your biller immediately to resolve payment discrepancies.

As a Mastercard cardholder, you are not responsible for unauthorized purchases
charged to your account. Learn more about our Zero Liability* coverage.
Exceptions apply.

Q: What are the benefits of bill payment using a Mastercard?

A: Using your Mastercard is much faster and more convenient than writing checks.
You can initiate payments at anytime and from anywhere in the world. Charges
will appear on your monthly statement, so it is an easy and efficient way to
stay organized and keep track of your expenses. In addition, if  you use
automatic bill payment you won't have to worry about missed payments or late
fees. Depending on the card you use, you may also be able to earn rewards.


BROWSER SUPPORT‎



Q: Having problems accessing mastercard.com?

A: This site is optimized for the following browsers:

 * Google Chrome (latest version)
 * Firefox (latest version)
 * Safari (latest version)
 * Edge (latest version)

If you encounter problems with accessing the site, please try an alternate
browser or update your browser to the latest version. 


CARD BENEFITS‎



Q: What card benefits and insurance are provided at no cost to me with my
Mastercard?

A: Mastercard provides many different features and benefits that vary depending
on the specific card you use. To learn more about your card benefits, please
contact your issuing bank.

Q: What happens if I lose an item that I purchased with a Mastercard?

A: If you lost an item that you paid for in full with your Mastercard, you may
be eligible for replacement or reimbursement. Mastercard provides many different
features and benefits that vary depending on the specific card you have. To
learn more contact your issuing bank.

Q: How can I find out more about my card benefits?

A: Mastercard provides many different features and benefits that differ
depending on the specific card that you have. To find out the benefits offered
by your card, please contact your issuing bank.

Q: Questions not answered here?

A: If your question is not listed, we recommend that you contact the financial
institution that issued your account as only they hold information specific to
your account. Typically, there is a customer service number for your financial
institution on the back of the card.


CARD BREACH‎



Q: How can I get the name of the merchant where my card account was compromised?

A: Mastercard appreciates the concern and diligence you are taking to protect
your finances as it relates to credit cards and the inquiry regarding a card
account breach that has impacted you directly. We take each card breach
occurrence very seriously and work closely with investigative agencies.
Additionally, Mastercard has increased penalties to processors to help ensure
each of these companies protects cardholder data with extreme care and
diligence.

Specific to card breaches, Mastercard cannot determine which merchant
transaction caused a card breach since this data is not generally provided to
us. We encourage you to contact the financial institution that issued your
Mastercard for the most up-to-date information. Typically, there is a customer
service number on the back of each card that you can call.


CASH WITH PURCHASE‎



Q:  What is cash with purchase?

A:  Cash with purchase is a service offered by select retailers that allows
consumers to get cash from their debit card when making a purchase.

Q:   Is there a fee for this service?

A: Although the majority of retailers do not charge for this service, there are
some locations that charge a fee.

Q:  What is the advantage of getting cash at purchase?

A:  Cash with purchase is a convenient way to quickly and easily get cash from
your account while shopping at your favorite retail locations, saving you a trip
to the ATM. And, in most cases, there is no fee for this service whereas you may
be required to pay a fee at the ATM. 

Q:  Is there a maximum amount of cash I can get with my purchase?

A:  The amount of cash available may vary by merchant and may be subject to
availability of funds at the time of purchase. If you have questions about the
availability of funds at a particular merchant, please contact the merchant
directly. Cash with purchase amount is also subject to availability of funds in
the account that is linked to your debit card.


CHIP CARD‎



Q: What is an EMV chip card, and how can this technology help my business?

A: The EMV chip card is a card embedded with a computer chip. They are simple to
use and accept, and give cardholders increased convenience and security. These
cards can even keep track of purchases, offering retailers and service providers
marketing opportunities.

Q: What are chip cards?

A: A chip card is like the card you have today, but includes an embedded
microchip. The chip contains information that is encrypted making it extremely
difficult for the card to be copied or counterfeited.

Q: What are the benefits of chip?

A: The embedded microchip provides robust security features and other
capabilities that are not possible with traditional magnetic stripe cards. A
chip card is virtually impossible to counterfeit.

Q: Who do I contact if I want more information?

A: For more information about your chip card, please contact your financial
institution.

Q: How does chip work?

A: Whether your card is inserted in the terminal or tapped, the chip
communicates with the terminal to determine whether the card is authentic.
Typically, the terminal will prompt you to enter a PIN to validate your
identity. Once approved, your transaction will be complete.

Q: How do I know if my chip card has Mastercard contactless?

A: Cards that have contactless capabilities will have the word "contactless" and
may also have a contactless symbol on the card. You can tap to pay at merchants
that have the following symbol or contactless on the terminal:   

If a merchant does not have this functionality, you will need to insert your
chip card into the terminal and enter your PIN.

Q: Why does my credit card have a PIN?

A: Your credit card has a PIN in order to provide you with the latest security
features. By entering your PIN, you validate that you are the authorized user of
the card. You will not be charged a fee to use your PIN unless you are using
your credit card to get a cash advance at the ATM.

Q: What is EMV?

A: EMV is an open-standard set of technical specifications for chip card
payments and acceptance devices such as point-of-sale (POS) terminals, kiosks
and ATMs.

EMV chip cards contain embedded microprocessors that provide strong transaction
security features and other application capabilities not possible on traditional
magnetic stripe cards.

When a consumer uses an EMV-enabled device to pay at an EMV terminal, the device
is instantly identified as an authentic, approved payment instrument belonging
to that consumer through a process called dynamic authentication.

Q: Where has EMV been adopted?

A: Over 80 locations already support EMV chip card payments. MasterCard’s focus
is on security for the next generation of payments.

Q: What are the benefits of accepting chip payments?

A: EMV secures the payment and reduces the opportunities for fraudsters to steal
data that can be later used to counterfeit cards as fraudsters are currently
able to do with magnetic stripe cards.

By accepting chip payments, you are providing a more secure transaction
environment for your customers. You are also ensuring that you have the
foundation to secure the next generation of payment technology such as mobile
phones.

Merchant POS terminals are generally capable of processing both contact and
contactless chip payments.

Q: How are chip transactions authorized?

A: Just as with magnetic stripe cards, chip transactions are authorized mostly
online. This means that the transaction will be authorized by going online to
the issuer host system to confirm that the transaction is cleared for
processing.

Q: What changes will I need to make to my terminals?

A: In order to accept EMV chip payment devices, which include cards that have
both contact and contactless chips, mobile phones and other types of devices,
your POS terminal will need to be EMV capable and enabled. You may already have
a chip-capable terminal, which may need to be enabled or you may request it from
your bank.

Your payment processor or acquirer will be able to assist you with upgrading to
an EMV capable and enabled terminal.


CLICK TO PAY FOR BUSINESS‎



What is Mastercard Click to Pay?

Mastercard Click to Pay provides a password-free online checkout option
featuring advanced payment technology and intelligent security. Your consumers
can look for the Click to Pay icon to experience the future of secure,
convenient online checkout where Mastercard is accepted.

Is Mastercard Click to Pay secure?

Mastercard Click to Pay uses advanced payment technology and intelligent
security that help recognize your consumers at checkout. It also leverages
behavioral analytics and biometrics to confidently identify legitimate consumers
in real time with reduced friction.

For additional security, a one-time verification is always required to update
personal information. Your consumers may need to provide a one-time verification
code to access their Mastercard Click to Pay profile.


How do my consumers create a Mastercard Click to Pay profile or add a card?

There are several convenient ways to create a Click to Pay profile or add a
card. Your consumers can:

 * Create a profile or add a Mastercard at mastercard.com.my/clicktopay
 * Create a profile or add a Mastercard at checkout when they see the Click to
   Pay icon where Mastercard is accepted
 * Enroll through their bank when they see the Click to Pay icon

To add cards from payment brands other than Mastercard, visit that payment
brand’s site directly.

How and where do consumers use Click to Pay?

This secure, convenient online checkout option is designed to work across
devices and web browsers.

Consumers can experience the future of secure, convenient online checkout by
looking for the Click to Pay icon where Mastercard is accepted.

They simply select the checkout button where they see the Click to Pay icon,
select their card and complete the purchase.

Which payment methods does Click to Pay support?

Your consumers can use all Mastercard credit, debit and prepaid payment methods.
Card usage and availability of other network cards may vary. However, each
merchant decides which payment brands to accept.

Is Click to Pay for online payments only?

Yes. This new online checkout option brings Mastercard's security technology to
online payments, so your consumers will feel as secure and confident paying
online as they do in stores.

Why should my consumers use Click to Pay?

Mastercard Click to Pay features the latest security and payment technology so
your consumers can check out quickly and securely without a password.

Mastercard Click to Pay protects consumer payment information with multiple
layers of security and provides a consistent, frictionless online checkout
experience across all participating merchants.


MERCHANT FAQS

What are the benefits of implementing Click to Pay?

Implementing Click to Pay can help increase your approval rates, leading to
potentially higher conversion rates and a better consumer experience.

How? Click to Pay creates a convenient, consistent online checkout experience.
Your consumers will find a recognizable icon across merchants and devices,
streamlining checkout. Also, they'll know their purchases are protected by
advanced payment technology – with no need to remember a password.

How much does Click to Pay cost?

Click to Pay is free for your consumers, but merchant development costs may
apply.

How is Click to Pay different from other online payment solutions?

Click to Pay is a faster, smarter way to pay that takes the hassle out of paying
online, letting your consumers securely access their information at checkout –
without a password. Instead, this innovative checkout option uses advanced
payment technology and intelligent security that works across channels and
devices.


ISSUER FAQS

How can I offer Click to Pay to my consumers?

Click to Pay is designed to work with major payment methods across credit, debit
and prepaid cards.

How does Click to Pay help financial institutions?

Click to Pay helps financial institutions better manage authentication and risk
by leveraging EMV standards to make online payments more secure.

Click to Pay also deepens consumer relationships by empowering your consumers to
take control of their stored online payment credentials through your mobile
banking app or website.

Your consumers can experience the future of secure, convenient online checkout
by looking for the Click to Pay icon where Mastercard is accepted or by
visiting mastercard.com.my/clicktopay.


CLICK TO PAY FOR CONSUMERS‎



What is Click to Pay?

Click to Pay is Mastercard’s better way to pay online – featuring advanced
payment technology built on industry standards and intelligent security from
Mastercard.

You can experience the future of secure, password-free checkout by looking for
the Click to Pay icon where Mastercard is accepted.

Why should I use Click to Pay?

Click to Pay is Mastercard’s faster and smarter way to pay online – no more
passwords to remember or accounts to create.

No more passwords
Take the hassle out of paying online.

Smart security
Intelligent security helps recognize you at checkout.

Stay in control
Store payment information securely in your Mastercard Click to Pay profile so
it's there when you need it.

How can I create a Mastercard Click to Pay profile or add a card?

There are a few ways to set up a profile or add a card:

Create a Click to Pay profile or add a Mastercard
at mastercard.com.my/clicktopay

Add a Mastercard to Click to Pay during checkout.

Enroll through your bank. To manage cards and profiles with other payment brands
(like Visa or American Express), visit their websites.

Where can I use Click to Pay?

Check out with Click to Pay when you see the icon and the Mastercard logo.

Is Click to Pay for online payments only?

Yes, this new way to pay brings Mastercard security technology to online
payments. Now you can feel as secure and confident paying online as you do in
stores.

Which payment methods can I use for Click to Pay?

You can use all Mastercard credit, debit and prepaid payment methods. However,
each merchant decides which payment brands to accept.

Please check with your bank or preferred payment brand for availability.

How can I securely access my Mastercard Click to Pay profile without a password?

Passwords can be lost or stolen. Mastercard Click to Pay uses advanced payment
technology built on industry standards and intelligent security to ensure that
you, and only you, are accessing your profile.

If you're a remembered user, you'll be recognized at checkout – no password
required.

If you’re not a remembered user, enter your user ID – the email address
associated with your Click to Pay profile – to receive a one-time verification
code. This will allow you to access your Click to Pay profile and check out
securely in just a few clicks.

For additional security, verification is always required to update personal
information. You may also need to provide verification if there is unusual
activity with your Click to Pay profile.

Why aren’t all of my cards listed in my Mastercard Click to Pay profile?

You can only manage your Mastercards at mastercard.com.my/clicktopay. If you
would like to manage cards with other payment brands (like Visa or American
Express), please visit their websites to enroll or add cards.

What does selecting "Remember me" do?

The Remember me option gives you quick access to your Mastercard Click to Pay
profile and helps you check out faster.

If you're remembered on a device/browser, you'll be recognized and remembered at
checkout as long as you use the same browser and don't clear your browsing data
(cookies).

If you do not select Remember me, you'll have to manually enter your user ID and
a verification code every time you want to access your Click to Pay profile or
check out.

You can manage which devices remember you by accessing Settings, then Remembered
Devices in your Mastercard Click to Pay profile.

Where can I manage my Mastercard Click to Pay profile outside of checkout?

You can manage your Mastercard Click to Pay profile at any time by visiting 
mastercard.com.my/clicktopay. After accessing your Click to Pay profile, you
can:

Add/delete a card

Add/delete a shipping address

Edit your phone number

Manage browser and device connections

Delete your Mastercard Click to Pay profile

How do I change my user ID if I made a mistake during enrollment?

For your security, you cannot edit your user ID – the email address linked to
your Click to Pay profile. You'll need to delete your current profile with the
wrong email address. Then, you can create a new Click to Pay profile with your
Mastercard and the correct email address as your new user ID.

How do I edit a card?

To update a card, delete it from your Click to Pay profile. Then add your card
as a new payment method with the updated information.

What do I do if Click to Pay is not working?

If Click to Pay is not working or you cannot select the Click to Pay icon,
please contact the merchant where you are trying to check out.


How do I delete my Mastercard Click to Pay profile?

Visit mastercard.com.my/clicktopay, select View profile and delete your
Mastercard Click to Pay profile.

You can delete your profile information from Mastercard Click to Pay by signing
in to your profile at mastercard.com.my/clicktopay. In your profile, click on
the menu in the top right-hand corner. Choose Settings and then choose Manage
profile.

If you change your mind, you will need to create a new Click to Pay profile. To
manage cards and profiles with other payment brands, visit their websites.


PIN PROTECTED CARD‎



Q: Will anything else be different about my new PIN protected card/account?

A: No, the only difference is that your card will contain a new type of
microchip that is PIN protected. This means that you will need to remember your
PIN.

Q: What about my other cards? Will they be replaced?

A: Yes, if you have any other cards, they will be replaced with PIN protected
cards before they are due to expire.

Q: Can I change my PIN?

A: Yes, please refer to your card issuer on how to change your PIN. Most PINs
can be changed at ATMs. For further advice please contact your card issuer.

Q: Do I use my PIN for telephone, mail order or Internet purchases?

A: No. In the same way that you do not currently confirm these purchases with a
signature you will not use your PIN to confirm these purchases.

Q: How will I know when I have to use a PIN or my signature to pay?

A: If you need to enter your PIN the sales assistant will ask you and will help
you through the process. Remember that you should never tell the sales assistant
or anyone else your PIN regardless of who they may be.

Q: What happens if I enter the wrong PIN?

A: Like at a cash machine, you have three attempts to enter your PIN correctly.
If you enter the wrong PIN three times in a row, even if you go to three
separate shops for each attempt, your card will become 'locked' and your
transaction cancelled. If your card becomes 'locked', keep hold of it and then
contact your issuing bank immediately.

Q: Will the retailer be able to see my PIN?

A: No. The retailer will not be able to see your PIN, either printed or on-
screen, but you should still enter it discreetly.

Q:What happens if I can’t use a PIN?

A: If you have a condition, which may restrict your ability to remember or enter
a PIN, please contact your card issuer immediately to find out how they can
assist you.

Q: I live abroad, will I be issued a new PIN protected card?

A: Yes, if you live outside of Malaysia and own a card issued from a Malaysian
card issuer.

Q: Will I be able to use my new card outside Malaysia?

A: Yes. However, as technology currently differs between locations, instead of
entering your PIN you may need to sign your name as you do today.


CONTACTLESS‎



CONSUMER FAQS

Q: What is Mastercard contactless?

A: Mastercard contactless is like having exact change wherever you go. A simple
tap of your card, key fob or smart phone is all it takes to pay at checkout.

Q: Why should I use contactless?

A: There are many benefits to contactless payments:

 * It's like having exact change wherever you go, so you don't have to worry
   about carrying around cash or fishing for coins.
 * You are in control because your contactless-enabled card or device never
   leaves your hand at checkout.
 * You get better record keeping of all your purchases than you do when using
   cash.
 * It's fast and ideal at places where speed is essential, like stadiums, fast
   food restaurants, gas stations and more.

Q: Where can I make contactless payments?

A: Anywhere you see the contactless symbol at checkout  you can simply tap to
pay. This includes fast food restaurants, gas stations, convenience stores,
pharmacies, stadiums and more.

Find participating locations

If you don't see the symbol, your contactless-enabled card can still be used by
inserting your chip card or swiping at checkout.

Q: How do I pay with Mastercard contactless?

A: To make a purchase, simply tap your Mastercard contactless card, key fob or
smart phone on the payment reader at the checkout of participating retail
locations.

Find participating locations

Q: Can I use my contactless card or device on payment readers that don't display
the contactless logo?

A: You can make contactless payments on any contactless payment reader that
displays this symbol . You may also use contactless cards in magnetic stripe
readers by swiping the card. However, you cannot use a contacless key fob or
smart phone in a magnetic stripe reader.

Q: How close does the "tap" have to be to the checkout reader?

A: Typically, when you tap your card/device at checkout, it must be within an
inch or two of the contactless symbol on the terminal at the counter. Please
note that if you have more than one contactless card in your wallet, you should
remove the specific card you would like to use rather than tapping your wallet
against the reader.

Q: How will purchases appear on my monthly statement?

A: Purchases made with contactless will be displayed on your statement just like
any other purchase you make with a card.

Q: How does it work?

A: Contactless uses a hidden embedded computer chip and radio frequency
antennae. After you tap your contactless card or device at checkout, payment
details are sent wirelessly to the Mastercard network. If using a mobile phone,
moments after you tap, you'll receive payment confirmation and be on your way.

Q: What is a key fob or payment tag?

A: A key fob or payment tag is a special contactless device that you can attach
to your key chain. Card issuers sometimes provide this as a companion to your
traditional primary Mastercard plastic card. 

Q: Do I have to treat my Mastercard contactless card or device in any special
way?

A: Treat your contactless card or device as you would any other credit, debit or
prepaid card. Always know where your contactless card or device is and keep it
in a safe place. And be sure to keep a record of all of your card numbers,
expiration dates and emergency phone numbers.

Q: Is there a battery?

A: No, there is no battery.

Q: Do I need to turn it on/off?

A: If you have a contactless-enabled mobile phone, you can turn it on or off. If
you are using contactless card or fob, it is always on and ready to use.

Q: Is it safe?

A: Yes. Contactless payments provide secure encryption technology and Zero
Liability protection and are as safe as your regular card.

 * You are in control – your contactless-enabled card or device never leaves
   your hands to make a payment
 * No accidental payments – your contactless-enabled card or device must be
   close to the reader at checkout to work
 * Not billed twice – even if you tap more than once at checkout, you'll only
   get billed once for your purchase

More about security

Q: Why aren't signatures required?

A: To ensure that using contactless is as simple and convenient as cash,
merchants that accept contactless do not require you to sign for small purchases
($50 or below). However, for your protection, purchases over $50 generally
require a signature or PIN.

Q: What do I do if my contactless card or device has been lost or stolen?

A: If you have lost your card or suspect unauthorized activity on your account,
contact the financial institution that issued your card immediately. If you
don't know your card issuer's number, contact Mastercard and we will assist you
in finding that information.

Q: Questions not answered here?

A: If your question is not listed, we recommend that you contact the financial
institution that issued your account as only they hold information specific to
your account. Typically, there is a customer service number for your financial
institution on the back of the card. You can always contact the Mastercard
Assistance Center either toll free at 1-800-627-8372 or collect at
1-636-722-7111. 


 

MERCHANT FAQS

Q: What is Mastercard contactless?

A: Mastercard contactless is like having exact change wherever you go. A simple
tap of your card, key fob or smart phone is all it takes to pay at checkout.

Q: How does it work?

A: Contactless uses a hidden embedded computer chip and radio frequency
antennae. After you tap your contactless card or device at checkout, payment
details are sent wirelessly to the Mastercard network. If using a mobile phone,
moments after you tap, you'll receive payment confirmation and be on your way.

Q: How will accepting Mastercard contactless benefit my business?

A: Contactless acceptance is proven to bring many benefits for merchants
including:

 * Faster check-out
 * Promotes higher average spend
 * Reduces costs related to cash handling
 * Enables POS for mobile NFC and new digital payment devices like wearables

Q: What type of merchants can benefit the most from contactless acceptance?

A: Contactless acceptance is an excellent choice for any merchant, especially in
environments where speed and convenience are valued or where cash is currently
the dominant payment method. Examples include fast food outlets, supermarkets,
quick-service restaurants, drive-thrus, convenience stores, vending machines,
tollbooths, taxis, parking venues, fuel pumps and public transportation.

Q: Is Mastercard contactless secure?

A: Yes, Mastercard contactless transactions are processed through the same
financial payments network that processes billions of Mastercard magnetic stripe
and chip card transaction each year.

Mastercard contactless security mechanisms are designed to:

 * Protect against counterfeit cards.
 * Implement an efficient anti-replay mechanism for contactless transactions.
 * Limit the impact of fraudulent capture of contactless data by fraudsters
   across all environments.

Even if the customer happens to tap twice by mistake, the technology ensures
that consumer is bill once.

Q: Is it possible to make refunds to a contactless card, form factor and mobile
phone?

A: Yes, it’s possible to issue a refund to customers by tapping the contactless
payment device in the same manner as making a purchase. Please follow your
store’s refund policy.

Q: Does contactless payment acceptance change the payment guarantee for the
merchant?

A: No, if a contactless payment is authorized, online or offline, the merchant
still receives a payment guarantee, even for transactions below the contactless
CVM limit with no cardholder verification.

Q: What are the costs involved?

A: Cost will vary depending in the selected solution. To accept contactless
payments, merchants can choose to implement a plug-in peripheral reader or a
fully integrated POS or Stand-alone POS system.

Q: How is accepting mobile payments different than accepting cards?

A: To the cashier, mobile payments will look like contactless card payment;
except the customer may verify their Mobile PIN, biometric or pattern
recognition on the mobile device.

Q: How does the payment verification process work for contactless?

A: For transactions up-to the location established contactless cardholder
verification limit, no PIN or signature is required for cards and form factors.
For purchases above this limit, PIN code or signature is required.  For a
purchase conducted with a mobile phone, the consumer will normally authenticate
themselves on the mobile device with a Mobile PIN, biometric or pattern
recognition.

Q: How would a customer know that contactless payments can be made at a
location?

A: The point of sale (POS) reader must display the contactless acceptance
symbol . Many merchants display POS signage highlighting contactless acceptance
as well. 

In addition, within two months of a merchant’s first Mastercard contactless
transaction, the merchant’s name and address should appear on the Mastercard
Contactless Locator website and the Mastercard Nearby™ app.

Q: What other documents are available to help merchants deploy contactless
payments?

A: The Contactless Toolkit for Merchants and How to Optimize the Consumer
Contactless Experience – The Perfect Tap are your guide for successfully
deploying a Mastercard contactless program. For additional resources, including
the Mastercard Terminal Integration process guide (M-TIP Process Guide), please
contact your acquiring bank.

Q: Could customers unknowingly make a purchase if they walk past the reader?

A: No, you have to activate the terminal first and the cashier must enter the
payment amount to activate the contactless terminal. In addition, the card or
device has to be held within 2 cm (1 inch) of the terminal.

Q: Does the merchant need to print a receipt for all contactless transactions?

A: No, you’re not required to print a receipt for low value transactions unless
your customers asks for a receipt.

Q: What is the transaction limit for Mastercard contactless cards?

A: Contactless payments should be accepted for all amounts, the same as
traditional card payment.

Q: What if the cash register doesn’t respond?

A: Try these troubleshooting steps:

 * Make sure the terminal and adaptors are all turned on and plugged in. A
   light, wording or graphics on the screen should indicate the terminal is
   turned on.
 * If your terminal is a non-integrated terminal with a separate contactless
   reader, make sure that the contactless reader is lit up after the transaction
   is registered. The light may not turn on before then.
 * Register the transaction again as you would for a card transaction and ask
   your customers to tap again. Make sure their card/device is within 2 cm (1
   inch) from the terminal and you hear a beep or see a change in the light.
 * If your terminal is still not responding, contact the terminal manufacturer
   or distributor. 

Q: How does Mastercard contactless technology work for mobile devices?

A: At checkout, your customers will need to follow the prompts on their device
(this varies depending on the type of device) and then simply tap their device
correctly over the terminal. When paying with a mobile phone, your customer
normally authenticate themselves on the mobile device with a PIN, biometric or
pattern recognition.


CURRENCY CONVERSION‎



Q: Where can I find exchange rate information?

A: In order to provide easy access to exchange rate information, Mastercard has
created a tool using multiple market sources (such as Bloomberg, Reuters,
Central Banks and others). 

Click here to visit our Currency Conversion Tool

Q. What is the currency rate for a country I am visiting?

If you would like to know what the latest currency exchange rate is for the
location you are visiting, please visit our website for the latest currency
exchange rates.

Q: How is currency conversion charged to my account?

A: We recommend that you contact the financial institution that issued your card
to determine the currency conversion charges that are applied to foreign
transactions. Typically, there is a customer service number on the back of each
card.

Q: I made a purchase in my local currency, so why was I charged a currency
conversion fee?

A: We recommend that you contact the financial institution that issued your card
to determine the currency conversion charges that are applied to foreign
transactions. Typically, there is a customer service number on the back of each
card.

Q: Questions not answered here?

A: If your question is not listed, we recommend that you contact the financial
institution that issued your account as only they hold information specific to
your account. Typically, there is a customer service number for your financial
institution on the back of the card.


GETTING STARTED‎



Q: How do I begin accepting Mastercard?

A: It's easy to get started. The first step is to contact an acquirer or a
payment services provider to apply for a merchant account with a bank or one of
its agents. 

Get started accepting payments

Q: How can I accept e-Commerce payments?

A: Many payment service providers can assist you in accepting e-commerce
payments. In fact, many providers can also help you create a Web site, add a
shopping cart function and enhance the security of your site and transactions.

Q: How can I download the Mastercard brand mark for use on my Web site?

A: Electronic versions of the Mastercard brand mark are available from
the Mastercard Brand Center for download.

Q: Questions not answered here?

A: If your question is not listed, your best option is to contact the financial
institution that issued your account as only they have your account specific
information. Typically, there is a customer service number for your financial
institution on the back of each card that you can call.

Q: How can I apply for a Mastercard?

A: If you already have a deposit account with a bank, you might want to contact
them first to see if they can provide you with a Mastercard. If you do not
currently have a relationship with a financial institution or would like to get
offers from various issuers, please click here

Q: Are there any programs that will help to grow my business?

A: Yes, Mastercard has programs designed to grow various types of businesses.

Q: How does the payment process work?

A: Let's review the payment process.

Q: What are the benefits of accepting Mastercard?

A: Whether you're a new or established business, card acceptance can have a
positive impact on your bottom line. Here are just a few of the many benefits:

 * Increased Sales
   Consumers spend more when they're not constrained by cash on hand. You may
   see increased purchases of higher-margin products as well as specialty items.
   And customers may visit your store more often.
 * Higher Customer Satisfaction
   Your customers will appreciate the fact that you allow them the flexibility
   to pay the way they want to pay - including by credit or debit card. Happier
   customers are more loyal customers.
 * Faster Checkout
   You'll speed your customers through checkout with rapid electronic payment.
   No more counting change or waiting while customers write checks.
 * Improved Efficiency
   Card transactions are conducted electronically. These paperless payments can
   save you time and money by minimizing cash handling and payment
   reconciliation, giving you more time to do more important things - like
   managing and growing your business.
 * Safety
   With lower volumes of cash, you're less vulnerable to theft and pilfering.
 * Currency Conversion
   Electronic payments on Mastercard and Maestro-branded cards are settled in
   the currency in which you sell your goods and services, regardless of where
   the cardholder is from. So, if you sell in Singapore dollars, that's how
   you'll be paid.

Q: How do I start accepting card / digital payments?

A: Find what you will need to start accepting electronic payments.

Q: What's the difference between an acquirer and a payment facilitator?

A: A payment facilitator is a merchant of record who facilitates transactions on
behalf of a sub-merchant. An acquirer is the bank or financial institution that
processes credit and/or debit payments for a merchant.

Q: What's an acquirer and why do I need one?

A: Also referred to as a merchant bank, an acquirer is a financial institution
that is licensed by Mastercard to help a merchant accept Mastercard payments.
Acquirers either sell their processing services directly to merchants or hire
agents to sell on their behalf. These agents must be registered with Mastercard
and clearly identify the Mastercard issuing bank that they represent on their
business cards and stationery. The merchant agreement should also clearly
identify the name of the bank.

Q: What's an interchange rate?

A: Interchange rates are fees paid by acquirers to card issuers on purchase
transactions conducted on payment cards. They are only one of many cost
components included in a Merchant Discount Rate. Mastercard establishes its
interchange rates, which are a necessary and efficient method by which
Mastercard maintains a vibrant payments network.

Learn more about Mastercard interchange rates

Q: Who do I call if I have a problem with my point-of-sale terminals?

A: Contact your acquirer or payment facilitator if you have a question related
to your terminals.

Q: Will I incur any cost to accept payments?

A: Your acquirer/payment facilitator will provide you with information about
costs.


LAW ENFORCEMENT INQUIRIES‎



Q: I work in law enforcement and I'm investigating a fraud case, who can I speak
with?

A: Please email our Law Enforcement Support Center
at Law_Enforcement_Support@mastercard.com. Please do not include full card
numbers in email; provide only the first 6-digits of the card number. We will
respond to your inquiry within 48 business hours.

Please also be advised that Mastercard does not maintain accounts or establish
individual customer relationships with cardholders. While banks ad financial
institutions do issue cards branded with the Mastercard name and mark under a
license from Mastercard, the actual relationship with a cardholder is solely
that of the issuing institution. As a result, any account information is
maintained by the bank or financial institution that issues the Mastercard card,
and it is the bank or financial institution that also provides periodic
statements, disclosures and communications to the cardholder.


LOGO ARTWORK‎



Q: Where can I get Mastercard logos?

Downloadable logo artwork and usage guidelines are available at the Mastercard
Brand Center.


LOST OR STOLEN CARDS‎



Q: I no longer have my Mastercard, how do I report the card as lost or stolen?

A: A Mastercard representative will be able to assist you in filing a lost or
stolen card report. You can call our Emergency Service number at 800-1100-113
for assistance. You should also contact the financial institution that issued
your Mastercard.

Q: What liability do I have for unauthorized purchases made on a lost or stolen
Mastercard?

A: If Mastercard Zero Liability protection applies to your Mastercard, once you
report your card to Mastercard as lost or stolen, no unauthorized charges should
be posted to your account in most situations. We recommend that you review the
next two billing statements after you report a lost or stolen card to ensure
that no unauthorized transactions have been posted. If you see unauthorized
transactions, please promptly contact the financial institution that issued your
card. Typically, there is a customer service number for your financial
institution listed on the back of the card or on your billing statement.

Q: How can I get a replacement card?

A: Mastercard can assist you in receiving a replacement card by working with the
financial institution that issued your card.

Q: Questions not answered here?

A: If your question is not listed, we recommend that you contact the financial
institution that issued your account as only they hold information specific to
your account. Typically, there is a customer service number for your financial
institution on the back of the card.

Q: Lost or stolen card?

A: Whether you're the victim of credit card theft, have lost your card or just
need help locating an ATM, we're here to assist you 24 hours a day, 365 days a
year. Call to speak with a representative regarding:

 * Lost or stolen cards
 * Emergency replacement cards
 * Emergency cash advances
 * How to locate an ATM that accepts Mastercard, Maestro and Cirrus brands
 * Questions about applicable card benefits

Emergency Contact

In Malaysia: 1-800-804594

Click here for a list of all emergency contact numbers.

For locations not listed in our directory, you can call the following number
collect to the United States: 1-636-722-7111.


PREPAID‎



Q: Where can I get a Mastercard Prepaid Card?

A: It's easy to find the Mastercard Prepaid Card that's right for you. They are
available at participating stores and online.

Q: Do I have to activate and register my prepaid card before using it?

A: Activation and registration requirements vary, so check your card packaging
for detailed instructions. To take advantage of the reload function and card
benefits such as zero liability or card replacement, you will need to register
your card.

Q: How do I use a Mastercard Prepaid Card?

A: When you're ready to make a purchase, give the cashier your card or, if
asked, swipe your card at the terminal. The purchase amount will automatically
be deducted from the card balance.

Q: Where can I use my Mastercard Prepaid Card?

A: You can use your Mastercard Prepaid Card anywhere that Debit Mastercard is
accepted - that's millions of locations worldwide from retail stores to online,
mail and phone orders. You can also use your card to pay bills online.

Q: My available card balance will not cover my purchase amount. Can I still use
my prepaid card?

A: Yes, just tell the cashier in advance how much to deduct from your prepaid
card and how much you will pay using an alternate payment method. Note that this
process, known as "split tender," may not be supported by all merchants.

Q: How do I return an item that was purchased on a Mastercard Prepaid Card?

A: When you make a return, the cashier may ask to see your card. The value of
the returned merchandise will be credited back to the card.

Q: What if my card is lost or stolen?

A: Contact the issuer of your card immediately to report a lost or stolen card.
There is a customer service number listed on the back of the card. Be sure to
keep a record of the Mastercard Travel Card number. Your issuer may need this
information to cancel the card and issue a replacement. 

If you registered your Mastercard Travel prepaid card, it may provide Zero
Liability protection. Certain exceptions apply. Click here for terms &
conditions.

Q: How much does a Mastercard reload transaction cost?

A: Retailers may charge reload fees. Please refer to the fees section and also
check with your local participating retailer for the most up-to-date
information.

Q: Questions not answered here?

A: If your question is not listed, we recommend that you contact the financial
institution that issued your account as only they hold information specific to
your account. Typically, there is a customer service number for your financial
institution on the back of the card.


REPLACEMENT CARD‎



How can I get a replacement card?

Mastercard® can assist you in getting a replacement card by working with the
financial institution that issued your card to acquire a new account number. To
request an emergency card replacement, please contact the Mastercard Assistance
Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside
the U.S. at 1-636-722-7111.


REPORT FRAUD‎



I received an email/phone call from Mastercard® about my account, but it appears
to be a scam or a phishing email. What should I do?


Mastercard will never solicit personal or account information from a cardholder
and we suspect that the information you received is fraudulent. Consumers should
always safeguard their personal information and refrain from responding to
suspicious email/phone scams. If you suspect fraud on your account, please
contact your issuing bank immediately to report it. We would appreciate if you
could forward the original email here. 

Someone called to offer a lower rate on my Mastercard but it seems to be a scam.
What should I do?

Mastercard does not contact individuals to request personal information
including credit or debit card account information. If you received an
unsolicited phone call, email, text or social media request from an individual
claiming to be a Mastercard representative, do not respond.

Mastercard cardholders should always safeguard their personal information and
not respond to any suspicious emails or inquiries.

If you are a victim of a phishing attack and believe your account information
may have been compromised, please contact the financial institution that issued
your credit or debit card to report the incident.

I believe fraudulent purchases were made on my Mastercard. How do I report it?

If you believe a transaction posted to your account is fraudulent, you should
immediately contact the financial institution that issued your card.  Look for a
customer service number on the back of the card or on your billing statement.
You can also contact the Mastercard Assistance Center toll-free at
1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at
1-636-722-7111. 

I know who committed fraud on my Mastercard credit or debit card. How do I
report it?

If you believe that you have information about a person who has committed fraud
by using your Mastercard without your permission, please contact the financial
institution that issued your card. Contact information can be located on the
back of your card or on a monthly billing statement.

I believe someone has applied for a Mastercard credit card in my name. What
should I do?

Mastercard does not issue cards and we can't tell you if an account has been
opened in your name. If you know the name of the financial institution that may
have opened an account or issued a card in your name without your consent, we
recommend you contact that financial institution immediately and cancel the
account.Then you should notify each of the three U.S. credit reporting agencies
(if you're based in the U.S.):

 * Equifax –  www.Equifax.com
 * Trans Union –  www.TransUnion.com
 * Experian –  www.Experian.com

The credit reporting agencies should provide you with a copy of your credit
report. Even if you don't see an unusual creditor on a credit report, you should
formally write to advise them of the situation.

 

For more information on credit reports, go to  www.ftc.gov and select Credit
Reports.

There was a breach on my account and I received a new card. How can I get more
information?

Mastercard appreciates your diligence in protecting your finances. While we take
each card breach very seriously and are working closely with investigative
agencies, we encourage you to contact your financial institution for the most
up-to-date information. Typically, there is a customer service number on the
back of the card that you can call.

How do I report potential fraud?

If you possess contact information for someone who has committed fraud on a
Mastercard® account, please contact your merchant service provider for
assistance in reaching the financial institution that issued the Mastercard
account.


IDENTITY CHECK™‎



Q: I'm a merchant. What is Mastercard Identity Check™?

A:Mastercard Identity Check is a global program designed to provide online
merchants with the added security of having issuing banks authenticate their
cardholders when shopping.

- By particpating in Identity Check merchants can benefit from the liability
shift (from merchant to issuer) which provides protection against "cardholder
unauthorised" or "cardholder not recognised" chargebacks. Such protection is
designed to reduce your chargeback exposure, losses and processing expenses.

- When you implement Identity Check, consumer confidence increases, making your
customers more likely to make an online purchase from you.

Q: I'm a consumer. What is Mastercard Identity Check?

A:Mastercard Identity Check is a service to enhance your existing Mastercard
credit card or debit card and gives you an additional layer of security that may
protect you against unauthorised use of your card when you shop at participating
online retailers. This service is provided by your card issuing bank.

Q: How does Mastercard Identity Check work?

A:Identity Check works with your existing Mastercard account and it is easy to
use. Identity Check helps protect against unauthorised use of your card when you
shop online.

Look for the Identity Check logo at participating merchants. When you make a
purchase at a participating merchant, during the check out process you may be
prompted by your card issuer to identify yourself to ensure you are the person
making the transaction. You may receive an one-time code via text message or
some other method. This information is not shared with the merchant, it is
between you and your card issuer. Check with your card issuing financial
institution to participate in Identity Check. They will provide you with the
information needed to identify yourself during the purcahse.

Q: How does Mastercard Identity Check protect me?

A: When you correctly enter your Identity Check when making a purchase at a
participating online merchant, you confirm that you are the authorized
cardholder and your purchase will be completed. If an incorrect Identity Check
is entered, the purchase will not go through. 

Q: Will I have to get a new card to use Identity Check?

A: You will be able to use any of your existing Mastercard credit or debit
cards, as long as the cards are from a participating financial institution.

Q: How many cards can I register with Identity Check?

A: We encourage you to register all of your Mastercard cards. There is no limit
to how many cards you can register.

Q: Can two people with a joint account use the same password or should they
register for Identity Check separately?

A: Enrollment is at the account level so the password must be shared.

Q: What should I do if I can't remember my Identity Check?

A: You may be prompted to reset your Identity Check or you can contact the
customer service number for your financial institution, which is typically found
on the back of your card.

Q: What if my Identity Check fails or I receive an error message?

A: You should contact the customer service number for your financial
institution, which is typically found on the back of your card. Tell the
customer service representative the message that you received.

Q: What if I did not receive an SMS/Text message with my Identity Check PIN?

A: If your financial institution uses SMS/Text messages for Identity Check
authentications, you will need to contact the customer service number for your
financial institution, which is typically found on the back of your card.

Q: What happens when my card expires or my billing information changes?

A: Your card issuer will automatically update this information in your profile.

Q: What happens if I cancel my card and then get a new one with a different
account number?

A: You will need to register the new card for Identity Check. Simply return to
the registration site and complete the registration process with your new card.

Q: Once I implement Identity Check, how can I test my site?

Contact your transaction processor when you are ready to test your site.

Q: Is Identity Check easy for online shoppers to use?

A: Yes, Identity Check is intergrated as part of your checkout experience,
shoppers may be requested to provide additional information to their card issuer
during the checkout before their online transaction can be completed.

Q: How can I download the Mastercard Identity Check logo to place on my Web
site?

A: Once you have completed compliance testing, Mastercard will provide you with
a Identity Check program identifier.

Q: I'm a merchant, why should I offer Mastercard Identity Check?

A: By providing an option for customers to use Identity Check, you will gain
protection from cardholder unauthorized chargebacks for fully compliant
transactions. Such protection is designed to reduce your chargeback exposure and
processing expenses.

And when you implement Identity Check, consumer confidence increases, making
your customers more likely to make an online purchase from you. It can also help
you to expand the geographic reach of your business by selling to customers in
locations where online debit cards are more widely used than credit cards. In
addition to added protection against chargebacks for these customers, you will
also be able to process their Maestro debit transactions.

Q: How do I know whether a merchant participates in Identity Check?

A: Many participating merchants display the Identity Check brand mark. When you
make a purchase at a participating online merchant, during the check out process
you may be prompted by your card issuer to identify yourself to ensure you are
the person making the transaction. This information is not shared with the
merchant, it is between you and your card issuer.

Q: How will the online merchant know that I'm registered for Identity Check?

A: When you use a card that is enrolled in the Identity Check program at
participating online merchants, the merchant automatically recognizes your
Mastercard at the time of the transaction.

Q: What happens when I use my Identity Check at a participating merchant?

A: When you make a purchase at a participating merchant and enter your
registered Mastercard payment details, you will automatically be prompted by
your financial institution to enter your Identity Check. After reviewing the
details of your purchase and confirming that your personal greeting is correct,
simply type in your Identity Check to complete your purchase.

Q: What is a personal greeting?

A: The personal greeting is a message that you create during sign-up. Each time
you make an online purchase at a participating merchant, you will be prompted to
enter your Identity Check. At that time, you'll see your personal greeting and
other purchase details. The personal greeting is your assurance that you are
communicating with your financial institution.

If the personal greeting displayed in the pop-up box is incorrect, you should
not enter your Identity Check. You should contact customer service immediately
by calling the number on the back of your enrolled Mastercard, and report a
possible fraud.

Q: How will Identity Check change the online purchase process?

A: The online purchase process will not change other than that you will be
prompted to provide your Identity Check during checkout. Your Identity Check
will never be revealed to the merchant during the checkout process.

Q: Will I be able to make purchases at merchants that accept Mastercard, but do
not participate in Identity Check?

A:If you make a purchase at a merchant that does not participate in Identity
Check, you will continue to be protected from unauthorised purchases
by Liability Protection from Mastercard. Certain restriction may apply.

Q: What should I do if I am experiencing any problems?

A: If you are experiencing problems with Identity Check please contact your
Financial Institution.

Q: I am a merchant who would like to offer Identity Check to my customers. How
do I get more information?

A: For information on participating in Mastercard Identity Check, please
visit Identity Check Merchant.

Q: How is Identity Check different from Liability Protection?

A: Using Mastercard Identity Check provides added security to prevent your card
from unauthorized use. Exceptions apply. Liability Protection provides coverage
if your card has been used fraudulently.

Q: Where can I view terms and conditions for Identity Check?

A: Please visit your financial institution's Web site for the terms and
conditions specific to your card.

Q: Where can I review the privacy policy for Identity Check?

A: Please visit your financial institution's Web site to review the privacy
policy specific to your card.

Q: Questions not answered here?

A: If your question is not listed, we recommend that you contact the financial
institution that issued your account as only they hold information specific to
your account. Typically, there is a customer service number for your financial
institution on the back of the card.

Q: How does Mastercard Identity Check work?

A: When a cardholder submits their online order at a participating merchant,
Mastercard Identity Check performs the following to ensure that the cardholder
is authorized to make this transaction:

 * Initiates an in-line window from the card issuer prompting the cardholder to
   enter their unique personal code.
 * The issuer validates the personal code and approves the transaction.

Q: Does Mastercard Identity Check also support cards with the Maestro brand?

A: Yes. Mastercard Identity Check provides a way for issuers to support Maestro
debit transactions online, which enables cross-border transactions with
merchants in locations where debit is more established than credit.

Q: Am I required to display the Mastercard Identity Check program logo on my
site?

A: Yes. This lets customers know you are doing your part to help improve the
safety of their transactions.
The Identity Check program identifier is available on the Mastercard Brand
Center. Download artwork

Q: Who do I contact for assistance with Mastercard Identity Check?

A: If have a Mastercard Identity Check, you must contact the financial
institution that issued your Mastercard if you encounter any issues.


SURCHARGE‎



Q: Can a merchant charge a surcharge or fee when I use my Mastercard card?

A: Merchants can charge an extra fee to customers who pay with debit, prepaid or
credit cards, where permissible by law. Merchants must clearly disclose their
surcharge policies at the register or point of payment and clearly indicate the
amount of the surcharge on the receipt.


TELEPHONE OR EMAIL SCAM‎



Someone called to offer a lower rate on my Mastercard but it seems like a scam.
What should I do?


Please be advised that Mastercard does not attempt to contact individuals to
request personal information including credit or debit card account information.
If you receive an unsolicited phone call, email, text message or social media
request from an individual claiming to be a Mastercard representative: DO NOT
RESPOND.

Mastercard cardholders should always safeguard their personal information and
not respond to any suspicious emails or other inquiries.

If you are a victim of a phishing attack and believe your account information
may have been compromised, please contact the bank or financial institution that
issued your credit or debit card to report the incident.


TOKENIZATION‎



Q: What is tokenization?

A: Tokenization is the process of replacing a card’s primary account number
(PAN)—the 16-digit number on the plastic card—with a unique alternate card
number, or “token.” Tokens can be used for mobile point-of-sale transactions,
in-app purchases or online purchases.

Q: What are the benefits of tokenization?

A: Tokenization reduces fraud related to digital payments by making transactions
more secure by including a dynamic component with each transaction. It takes the
security of a physical EMV chip and applies it to non-card environments
including proximity, mobile and internet payments.

Merchants benefit from more secure transactions, as well as faster checkout
experiences, new payment acceptance options and more ways to sell.

Q: How do I ensure that I can accept transactions from eligible devices?

A: Existing contactless terminals are compatible with tokenized transactions and
no action is required. Mastercard offers merchants a free, optional service for
a more secure in app payment acceptance called Digital Secure Remote Payment
(DSRP). To use DSRP merchants must:

 * Contact their acquirer to ensure that they support DSRP
 * Integrate their mobile app with the digital wallet partner

Q: What is Mastercard’s role in the launch of digital wallets?

A: The new digital wallets connect into Mastercard Digital Enablement Service
(MDES), so participating issuers can enable secure mobile payments on millions
of devices.

Q: What do these new digital payments mean for me?

A: For consumers and merchants alike, every purchase made with a tokenized
Mastercard debit, credit, prepaid or small business card using a Digital Wallet
offers the enhanced security and benefits of a digital Mastercard transaction
including secure tokenization technology.

Q: Will this affect the way that I identify new or returning consumers?

A: Merchants that use card numbers to identify customers will not be able to
recognize returning customers if it is the first time they are using their token
since it appears as a new card number. However, when used again, merchants will
be able to recognize the token associated with the consumer’s device.

Q: Do any of the digital wallets support my loyalty programs?

A: Google Pay allows merchant loyalty program cards to be added and used at
checkout.


TRANSACTION DISPUTE‎



Q: How can I dispute a charge?

A: Please contact the financial institution that issued your card to dispute a
charge. Only your issuer holds your specific and unique information including
what rights you have to file disputes. The dispute process agreed to by
financial institutions that issue Mastercard or process Mastercard transactions
is set up to allow the financial institutions to manage disputes with
cardholders and merchants in a formal manner. 

Q: Who do I contact if I never received an item that I purchased online or by
phone?

A: If you did not receive an item that you purchased or if you received an
incorrect item, you should first contact the merchant to try to resolve the
situation. If you can't come to an agreement and you want to dispute the
transaction, this must be done directly with the financial institution that
issued your Mastercard.

Typically, there is a customer service number for your financial institution on
the back of the card.

Q: I made a purchase but received the wrong item. What should I do?

A: If you did not receive an item that you purchased or if you received an
incorrect item, you should first contact the merchant to try to resolve the
situation. If you can't come to an agreement and you want to dispute the
transaction, this must be done directly with the financial institution that
issued your Mastercard.

Typically, there is a customer service number for your financial institution on
the back of the card.

Q: How do I get a refund from a business that has filed bankruptcy?

A: If you used a Mastercard for a purchase from a business that has filed for
bankruptcy, you can file a disputed transaction with the financial institution
that issued the card. Typically, there is a customer service number for your
financial institution on the back of your card card that you can call.

Q: What should I do if the financial institution that issued my Mastercard says
that Mastercard denied my dispute?

A: If your dispute case was denied, the financial institution that issued your
Mastercard will be able to explain the reason. Typically, there is a customer
service number for your financial institution on the back of your card that you
can call.

Q: Questions not answered here?

A: If your question is not listed, your best option is to contact the financial
institution that issued your account as only they hold account specific and
unique information. Typically, there is a customer service number for your
financial institution on the back of the card that you can call.



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