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
- Transactions that you have authorised for recurring payments with merchants such as auto debit (e.g., Apple, TikTok, HK iReader) or bill payments (e.g., water bills, mobile bills). You can find more information from What Is Auto Debit? and What is auto payment?
We work hard to protect your account, but your action and caution also play a big role in keeping your eWallet safe.