General

To help protect our users and comply with applicable legal and regulatory obligations, we may temporarily limit access to certain TNG eWallet account features.

This FAQ explains what the limits may affect and what you can do next.

What does “Account Access Temporarily Limited” mean?

Some TNG eWallet features are temporarily restricted. Other features may remain available.

The limits applied depend on the circumstances and applicable requirements.

Why has my account access been temporarily limited?

Account access may be limited after TNG Digital receives a report through the National Scam Response Centre (NSRC) relating to funds sent to an account, when other risk indicators are identified, or when a regulatory directive requires us to take action. Depending on the circumstances, we may temporarily restrict certain account functions while the matter is being assessed.

As a regulated financial service provider, we monitor account activity to help prevent misuse and protect users and the financial system. Access limits may be applied when certain risk indicators are identified.

The limits are temporary, but they may remain in place while the matter is assessed.

Which policies and requirements may apply?

These controls may be applied under the following policies and requirements:

• TNG Digital Terms of Service
• Acceptable Use Policy
• Risk management requirements
• Fraud prevention and safety requirements
• Anti-money laundering, counter-financing of terrorism, and other regulatory requirements
• National Scam Response Centre (NSRC) requirements

Note: For legal, regulatory and security reasons, we may be unable to disclose all details about why an account was flagged or which checks were applied.

What access limits may apply?

The limits vary by account and may include restrictions on the following:

• Monthly account limit
  • A temporary monthly transaction limit may apply. The applicable amount and affected transactions depend on the restriction placed on your account.
• Adding money to your account (funds in)
  • Some methods of adding money—such as debit or credit cards, DuitNow transfers, vouchers, reload PINs, or peer-to-peer (P2P) transfers—may be limited.
• Using or withdrawing money (funds out)
  • Some activities—such as transfers, or ATM withdrawals—may be unavailable.
• Financial service products
  • Some activities—such as lending, credit applications, TNGD VISA Card purchase and usage, insurance renewal – may not be eligible.
• Auto debit service
  • Some activities—such as auto debit payment service to third party applications – may not be eligible.

Can you tell me the exact reason for the restriction?

We understand that you may want more information about why the limits were applied.

• For legal, regulatory and security reasons, we may be unable to share specific details about the checks or information that led to the restriction.

What should I do next?

Check your registered email

1. Check the email address registered to your account for information or next steps from us.
2. If you cannot find the email, check your Spam or Junk folder.

Request a review (appeal)

1. If you believe the access limits should not apply to your account, you can request a review.
2. Use the link in the email we sent you to submit your request.
3. If you did not receive the email, you can use this appeal form: Appeal for Account Access Temporarily Limited
4. We assess each request in accordance with applicable policies and regulatory requirements.
5. Submitting a request does not guarantee that the access limits will be changed or removed.