We want to support you, but there are cases where a transaction is not considered unauthorised and will not be eligible for refund. These include:
- Transaction did not happen on TNG eWallet
- You shared your eWallet login or OTP with someone else
- Scam or phishing transactions where you authorised the payment
- Negligence or fraud on your part during investigation
- Transactions made during events beyond our control such as natural disasters, war, terrorist attacks, or civil unrest
- Technical issues you were aware of during the transaction (e.g., hacking attempts, bank system upgrades, or telco downtime)
- Legal or regulatory reasons prevent us from issuing a refund
- Use of a rooted/jailbroken phone or unofficial app versions
- You authorised someone to use your bank card to reload a TNG eWallet account
- You transferred funds by mistake, including scam-related transfers
- Device infected with malware or suspicious APK files
We work hard to protect your account, but your action and caution also play a big role in keeping your eWallet safe.