1. How do I make the payment?
You will be notified via email with an attached payment link once your grant is approved and with a clear guideline on how to make the payment.
2. What are the available payment options?
We offer the convenience of making the payment through FPX online and credit/debit card. Certain Delivery Service Partners (DSP) may not be activated with the card/debit card option, hence by default you may only make the payment via FPX.
3. How long do I have before the payment link expires?
You only have up to 14 days from the day your application (MSME Digital Grant Madan) is approved before the payment link expires.
4. The payment link is inaccessible even though it’s still within the payment time frame. What should I do?
Do reach out to our support team at [email protected] with the screenshot of the error message, the payment link and application reference for further assistance.
5. Will I be notified on the completion of my payment?
For Credit card payment - you will be receiving a notification via email from the day your payment is successfully set up until the completion of your payment request. The steps are concluded into 3 different stages:-
Payment is set up
Payment is charged
Payment is completed
For FPX payment - you will be receiving a notification via email from the day your payment is successfully charged until the completion of your payment request. The steps are concluded into 2 different stages:-
Payment is charged
Payment is completed
Do check your inbox/junk/spam/promotion box. The email is sent by [email protected]
6. How long will it take for the payment to be delivered to the recipient?
It will take 3-4 business days for the payout to be completed, from the day your card is charged.
7. The payment has been delivered to the recipient. What should I do next?
Your recipient would be in touch with you regarding your submission status.
8. Why am I unable to use my credit card to make the payment?
There can be various reasons why your card is deemed failed, for instance (the list is not limited):-
Insufficient funds;
Your card is declined;
Hence, we recommend you check with your card issuer (bank) for further information. Alternatively, you may do the following checklist before hand:-
Incorrect payment information - When attempting to make your purchase, especially online or via mobile app, it’s easy to incorrectly enter a digit of your credit card number, expiration date or the card holder name. Or perhaps your billing address is outdated. These could all be simple explanations for a declined transaction. Double-check your card information to ensure it’s correct..
Not enabled for online transactions - Kindly check your credit card setting if it has been enabled for online transactions. You may verify the status by login in to your online banking portal. Some banks may limit the card to be used for online transactions to minimize fraud alerts.
9. What do I do if my card gets charged twice?
In the case where your card is charged twice, do reach out to our support team via email: [email protected] and provide us with a copy of your online statement for our reference checking.
10. Will I be charged a fee for this payment?
You will not be charged for your payment request regardless of your payment options.
11. How often will my card be charged?
Your card will only be charged once, upon successful payment submission
12. Will I be able to cancel my payment request once the card is charged?
No cancellation can be initiated. You may reach out to our support team via email if you require a refund for your payment.
13. How will this payment reflect on my card statement?
The payment will be reflected on your credit card statement as “CardUp.Co” along with the name of your recipient.
14. I have a change of mind. Can I request a refund?
As long as your payment status is not completed or the fund has not been delivered to your recipient bank account, you may still reach out to our support team to request for a refund. Email your request to [email protected].
15. How long will it take for the refund to be processed?
It will depend on the bank processing time, normally it takes around 7-14 business days for the refund to be reflected on your credit card. You may cross-check your online statement or online account to verify the status of your refund request.
16. Am I able to use a debit card to make payments?
Yes as we do not limit the use based on card types. Do ensure you have sufficient balance or funds on your debit card to allow a smooth transaction.
17. Can I use a different card for the submitted payment?
Unfortunately, once your payment has been submitted, the details (including card used) are not supported as the charge is already being processed or processed.
18. Am I able to split the payment?
Unfortunately no as you are required to make a one-time off payment via the shared payment link.
19. What is the process flow to make payment?
Access the Payment Portal: Click on the payment link provided in your grant approval email.
Secure Your Account: Set up a password for your payment account.
Select Payment Method: Choose your preferred payment method and you'll be redirected to your bank's website for payment.
Important: After completing the payment on your bank's website, please refrain from refreshing the browser. You will automatically be redirected back to our payment site for confirmation.
