Frequently asked questions
We take pride in using multi-level security procedures, including tools and techniques for encryption, identity verification and fraud prevention and real time monitoring. This helps us to protect your account, transactions and personal information. Your Trust App is protected by multi-factor authentication and your app can only be paired to one smartphone and one phone number at any one time. This requires two methods of authentication as standard – considered to be the most secure way to protect yourself online.
Yes, we do! You'll be prompted to use it when specific merchants request that you use 3DSecure when making online transactions.
Yes, Trust monitors all card transactions and mobile activities 24/7. If we detect suspicious activities on your account, we will reach you by in-app notification to verify the transaction.
Phishing is the fraudulent attempt to obtain sensitive information such as usernames, passwords, and card details by disguising oneself as a trustworthy entity in an electronic communication (e.g. email). For example, phishing emails will almost always tell you to click on a link that takes you to a site which imitate true brands, such as our Trust brand, where your personal information is requested. In addition to fraudulent emails/websites, scammers can also establish fraudulent mobile applications imitating our brand to compromise your accounts and trick you in divulging your personal information.
If you receive a suspicious email/phone call claiming to be from us or unauthorised access or transactions on your account, please contact our Customer Care Team via the following ways immediately: The voice call or live chat function in your Trust App Hotline at +65 313-TRUST (+65 3138 7878)
If you are not sure if a transaction is legitimate, please contact us via the following ways and we’ll investigate. The voice call or live chat function in your Trust App Hotline at +65 313-TRUST (+65 3138 7878)
If you have misplaced your Trust card, you can temporarily lock your Trust card in the app by following the steps below: Log in to the Trust App On the card home screen, tap "View and Manage card" Select "Lock card" If your Trust card is lost or has been stolen, make sure to first lock the Trust card and then report it as lost in the app: Log in to the Trust App On the card home screen, tap "View and Manage card" Select "Lock card" and "Replace Card" Trust will send you a new card and permanently deactivate the old card. You can also consider reporting the loss to the police. When a lost card is reported and replaced, you will be issued a new card number. Please remember to change any recurring transactions (e.g. your mobile subscription) to your new card number. For assistance, feel free to contact us in the app by selecting “Contact us” in the menu.
If you suspect you’ve been the victim of fraud, you should lock your Trust card and get in touch with us as soon as possible. We also suggest you contact the police. You can lock your card on the Trust App. On the home screen, tap "View and Manage card" and select "Lock card". For any other concerns, please contact us via: The voice call or live chat function in your Trust App Hotline at +65 313-TRUST (+65 3138 7878)
This is one feature you shouldn't (and can't) turn off. The notifications are designed to help protect your money by ensuring your card is not misused. They also help you track your expenses and manage your finances better.
Trust Key is an extra step layer of security to enable you to authorise high risk or sensitive transactions through a 6-digit PIN. When setting up your Trust Key, we recommend that you choose a 6-digit PIN that's different from your login passcode. After you've set it up, there will be a 12 hour waiting period before your Trust Key is ready to use.
1. Easy to use No more keying in SMS OTPs or using a physical security device to authenticate your banking transactions. 2. Safe and secure When you perform high risk or sensitive activities such as adding a new payee, Trust Key digitally signs these transactions so you'll have extra protection from potential threats.
When you make a high risk or sensitive transaction, Trust Key provides protection by verifying if the transaction was made by you through a 6-digit PIN.
Yes, it is compulsory to set up Trust Key. Set it up your Trust Key to perform high risk or sensitive banking activities that requires transaction signing. These activities include: 1. Adding a new payee. 2. Transferring funds or making payments above a defined threshold or increasing your transfer limits. 3. Updating personal details such as mailing address, contact number and email address. After setting up your Trust Key, there will be a 12 hour waiting period before you can use it.
You won't be able to make any transactions that are high risk or sensitive activities.
When you login to your Trust App, you will be asked to set up your Trust Key. After setting it up, there will be a 12 hour waiting period before you can use it.
The PIN provides an additional layer of security in authenticating high risk or sensitive transactions, such as adding a new payee and updating personal particulars via the Trust App.
1. Log in to your Trust App. 2. Go to "Profile" and tap "Security". 3. Tap "Change Trust Key". 4. Follow the instructions to change your PIN. Do note that there will be a 12 hour waiting period before you can use your Trust Key.
You will be required to reset your Trust Key. 1. Log in to your Trust App. 2. Go to "Profile" and scroll to "Security". 3. Press Tap "Change Trust Key". 4. Follow the instructions to change your PIN. Do note that there will be a 12 hour waiting period before you can use your Trust Key.
When you log in to the Trust App, you will be asked to set up your Trust Key again. Follow the instructions below to reset your PIN: 1. Log in to your Trust App. 2. Go to "Profile" and scroll to "Security". 3. Tap "Change Trust Key". 4. Follow the instructions to change your PIN. Do note that there will be a 12 hour waiting period before you can use your Trust Key.
For security reasons, your Trust Key can only be set into one mobile device. If you set it up on a new mobile device, this will automatically disable the Trust Key on your previous device.
Please download the Trust App on your new device and set up the Trust Key again. This will automatically disable the Trust Key on your previous device.
There is a 12 hour waiting period before you can use your Trust Key.
Tap on 'Forget Passcode' on your Trust App and follow the instructions! To make things easier and more secure for you, we recommend that you activate your facial or thumbprint recognition for authentication.
You can regain your Trust account in a few easy steps: 1. Log in to your Trust App 2. Tap on the Singpass QR code for authentication (ensure you have the Singpass app) and authenticate your Singpass account 3. For post authentication, set up your new 6-digit passcode. After completing these steps, you will no longer be able to access your Trust account on your old device.
App Lock (Kill Switch) is a security feature that allows you to lock or suspend access to your Trust App if you are a victim of a suspected scam.
If you did not make a transaction on your card but got charged, please raise a dispute instead by contacting us. You may reach us via:
Live chat or voice call on your Trust App
OR call us at +65 313-TRUST (+65 3138 7878)
The following facilities will be locked or suspended when App Lock (Kill Switch) is activated:
Access to Trust App (please note deposits into your savings account will not be affected)
Physical and digital transactions via Debit/Credit cards
You will need to call our hotline to lock or suspend access to your Trust App. After selecting your preferred language, press “1” for suspected scam or fraud to speak to our customer care agents.
Alternatively, you may also contact us via voice call or leave us a message on your Trust App by following these steps.
Go to Profile > Contact us
Select “Contact Trust for urgent matters”
Select “Talk to us via app”or “Leave us a message via chat”
Select “Suspected Scam or Fraud” and start the call or chat
After you call in to request for activation of App Lock (Kill Switch), we will lock or suspend access to your Trust App and Debit/Credit card. Any active login session will be logged out. You will receive an SMS on your registered mobile number to confirm successful lock or suspension of access to your Trust App and Debit/Credit card.
No, deposits or incoming transactions into your savings account will continue to be processed. Pending transactions on your Trust card will also continue to be processed.
You can unlock or re-enable access to your Trust App by calling us at +65 313-TRUST (+65 3138 7878). Our customer care agents will authenticate your identity, verify that your account is safe and update our system records. This process takes 3-5 working days. Thereafter, you can proceed to re-enable access to your Trust App using Singpass.
