Cardholder Safety Tips

You, and any additional cardholder, must take all reasonable precautions to prevent the card and the card number, the PIN, your password or any other security details for the card or account (the “card security details”) from being misused or being used to commit fraud. These precautions include:

• sign the card as soon as it is received and comply with any security instructions;
• protect the card, the PIN, and any card security details;
• do not allow anyone else to have or use the card;
• destroy any notification of the PIN and of any card security details;
• do not write down the PIN or the card security details nor disclose them to anyone else including the police and/or Hong Leong Bank staff;
• do not allow another person to see your PIN when you enter it or it is displayed;
• do not tamper with the card;
• regularly check that you still have your card;
• keep card receipts securely and dispose of them carefully;
• contact us about any suspicious matter or problem regarding the use of the card at a terminal; and
• check your statements regularly and report any suspicious activities immediately.

 

You must notify us immediately if:

• your card is lost or stolen; or
• your PIN may have been disclosed/compromised; or
• your card is retained by an ATM; or
• your address or contact details have changed.

 

You must select or change your PIN to a number selected by you, before the PIN can be used for transactions. Your selected PIN must be one designed to reduce the chance of anybody guessing the numbers you selected. You must avoid unsuitable PINs such as:

• birth dates, months or years in any form or combination;
• sequential numbers (such as 345678) and easily identifiable number combinations (such as 111111);
• any of the blocks of numbers printed on your card;
• other easily accessible personal numbers such as parts of personal telephone numbers, identity card number, or other personal data.

 

 

Card Pre-authorisation at Petrol Station Self-Service Pump

What happens when I use my credit or debit card at a self-service pump?

When you use your card at a self-service pump (automated fuel dispenser) at a petrol station, the self-service pump will authorise the fuel transaction before you can start pumping fuel into your vehicle. This is performed by sending a preauthorisation amount on the payment card to your card issuer.

 

What is a pre-authorisation?

A pre-authorisation is a temporary hold of a specific amount from the available balance on the payment card. It is used to verify that the card is active and has sufficient available funds prior to dispensing fuel.

 

What amount will be pre-authorised on my card when using a self-service pump?

Because the pre-authorisation must happen before the fuel is pumped, the actual amount of fuel pumped is not yet known at the time of the pre-authorisation.

The agreed pre-authorisation amount at self-service pumps in Malaysia is set to RM200.

 

What if the amount of fuel pumped is less than the pre-authorised amount?

The amount of the pre-authorisation is not a charge and no funds are debited from the card account, but the available balance on the card is temporarily reduced by the pre-authorisation amount. Once you have completed pumping fuel, the actual amount for the fuel dispensed will be sent to your issuing bank. At this point the actual amount will be debited from the card account, and the preauthorisation amount is cleared. However, this may take 3–4 business days after the fuel was dispensed and the pre-authorisation was generated.

 

What if my available funds are less than RM200 or if I want to avoid a RM200 hold of funds on my card?

Customers who want to avoid a pre-authorisation at self-service pumps are advised to go to the cashier where the exact purchase amount would be deducted from the cardholder’s account.

 

 

Cards with a Contactless Feature

A contactless card is a fast, easy, and convenient way to pay and lets you make everyday purchases quickly and safely with just a tap of your contactless enabled card wherever you see the universal contactless symbol.

 

How does my contactless card work?

The contactless functionality consists of an embedded computer chip with an antenna that sends the transaction signal wirelessly over a small distance without direct contact between the merchant terminal and the contactless card. In order to make a payment you simply need to tap your card with a contactless interface to the terminal reader when prompted. No PIN or signature is required for contactless transactions up to RM250 in Malaysia.

 

 

Security Features

The card never leaves your hand

The most simple security measure for a contactless card is the fact that it never leaves your hand. Because you’re in control of the payment, there’s no chance that someone will double swipe or make a copy of your card when you’re not looking.

 

Secure chip to prevent counterfeit

Contactless cards are as secure as any other chip-enabled card and carry the same multiple layers of security to prevent counterfeit. Each contactless transaction includes a unique code generated by the chip in the card that changes with each purchase, thereby preventing fraudsters from replaying information read from the chip to make payments.

 

Customer verification for higher value purchases

As contactless technology is designed to offer customers speed and convenience at the cashier, you do not need to sign or enter a PIN for contactless transactions up to RM250 in Malaysia. If the transaction is more than RM250, you can still tap the card but will be required to enter your PIN or be asked to sign the receipt.

 

No Cardholder Liability for Contactless Purchases

In the unlikely event of fraud, you will not be held responsible for fraudulent charges or unauthorised purchases made using the contactless feature on your chip card. You must notify us immediately or as soon as reasonably possible of any unauthorised card use or any suspicious activities. However, you may be held responsible for unauthorised purchases if you were negligent with protecting your card or your PIN.

 

 

Frequently Asked Questions

Could I unknowingly make a purchase if I walk past a contactless reader?

A contactless card must be very close to the contactless reader at the cashier to work. Your contactless card will only work when the card is within 4cm of the card reader. Furthermore, the reader needs to be enabled by the cashier and this will only happen when the cashier initiates a transaction at the terminal to accept payment. If the contactless reader is not processing a transaction, it will not read any contactless card presented in front of it by mistake.

 

What happens if I accidentally tap my card twice on the contactless reader?

The contactless terminal can only process one transaction at a time. Even if the contactless card is accidentally tapped more than once, you will only get billed once for the transaction.

 

What happens if I have more than one contactless card in my wallet and I tap my wallet on the contactless reader?

If you hold your card up to a reader and you have any other contactless payment cards nearby, the reader might detect more than one card and won’t complete the payment. You will need to do the transaction again. You should make sure you only hold one card on the reader and always take it out of your wallet.

 

What if a fraudster reads my card by placing a contactless reader close to my wallet?

In the unlikely event that the contactless card security details are read by a fraudster through a rogue contactless reader in close proximity to your pocket or wallet, safeguards are in place to prevent unauthorised use of the intercepted card security details. Each contactless transaction includes a unique code that changes with each purchase, which can only be used once and can only be generated by the chip in the original contactless card, and prevents a counterfeit card from being produced from the intercepted card security details. In the unlikely event of fraud, you will not be held responsible for fraudulent charges or unauthorised purchases made using the contactless feature on your chip card. You must notify us immediately or as soon as reasonably possible of any unauthorised card use or any suspicious activities.

 

Could a fraudster steal my card and use it to empty my bank account?

Safeguards are in place to mitigate the use of a lost or stolen contactless card by a fraudster. There is a low contactless transaction limit of RM250, above which the transaction cannot be authorised without cardholder verification – PIN or signature verification. Transactions are analysed by the card issuer and global payment networks in real-time to identify fraud patterns and detect suspicious transactions.