You should report to StraitsX if you received any transaction notifications alert for any unauthorised transaction as soon as you receive them. This can be done by submitting a ticket via our Customer Support team. We will only be able to process any such report of unauthorised transactions if complete details are provided and submitted via our official support channel.
Provide the following details of the unauthorised transaction:
- the StraitsX account affected;
- identification information of the account holder (including name, email address, and mobile number where applicable);
- the type of authentication device, access code and device used to perform the payment transaction;
- whether your StraitsX account, authentication device, or access code was lost, stolen or misused and if so:
- the date and time of the loss or misuse,
- the date and time that the loss or misuse was reported to us, and
- the date, time, and method that the loss or misuse was reported to the police.
- where any access code is (e.g. password) is required for the StraitsX account,
- how you recorded the access code, and
- whether you had disclosed the access code to anyone
- any other information about the unauthorised transaction that is known to you.
If you were not able to report the unauthorised transaction to us as soon as you received the transaction notification, please provide us with the reasons for the delay in reporting the transaction in order to help us with the investigations.
We treat these reports seriously and will get in touch with you as soon as possible. We may also request that you file a police report if we deem it necessary as part of the investigation process.