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About Shared Responsibility Framework (SRF)

About Shared Responsibility Framework (SRF)

Monetary Authority of Singapore and Infocomm Media Development Authority have introduced the Shared Responsibility Framework (SRF) starting from 16 December 2024 which clarifies the responsibilities of the payment service providers, telecommunication companies and customers to prevent and address phishing scams.

The SRF applies to protected accounts. These are payment accounts (e.g. Aleta account) that stores specified e-money issued by payment service provider, which is held in name of one or more persons, all of whom are individuals that can be used for electronic payment transactions.

If you are a victim of scam and your account with us is affected, you should contact us immediately via account@aletaplanet.com to report the incident and provide all the relevant information, including any communication with the scammer, police report and transaction details.

To learn more about how your account is protected, please visit the SRF page and it is important that you read the latest E-Payments User Protection Guidelines issued by the Monetary Authority of Singapore and understand your duties as an accountholder/ account user.

Dormant Account Policy

What is a dormant account?

An Aleta Planet account is classified as dormant when there has been no transaction activity for a continuous period of 12 months from the date of the last transaction. The dormancy period begins to run from 1 July 2026, meaning the earliest any account can be classified as dormant under this policy is 1 July 2027. Enquiries, system-generated credits (e.g. interest or referral bonuses), and fee debits are not considered qualifying transactions for the purpose of resetting the dormancy clock.

Dormant accounts carry heightened operational, security, and regulatory risks — including increased exposure to unauthorised access and fraud. This policy ensures we maintain the integrity and security of all accounts on our platform and meet our ongoing regulatory obligations under the Payment Services Act 2019.

With effect from 1 July 2026, the following monthly Dormant Account Maintenance Fee will apply to accounts classified as dormant (earliest application: 1 July 2027):

Account Type

Monthly Fee

Personal Account

USD 50 per month

Corporate Account

USD 500 per month

The fee will be debited monthly from the dormant account balance on the same calendar date the account was first classified as dormant.

Important: Account Zeroing & Closure

The Dormant Account Maintenance Fee will be debited monthly. The account will be automatically terminated when the account balance reaches zero (USD 0.00) or falls into a negative position as a result of the fee deduction.

Example: A personal account with a remaining balance of USD 30 will have USD 30 debited as the final fee, bringing the balance to zero, and the account will be terminated immediately. Should a fee deduction result in a negative balance, the account is terminated at that point and the negative balance is written off — the Account Holder will not be pursued for the shortfall arising solely from the Dormancy Fee.

Aleta Planet will not allow your account to fall into a negative balance as a result of this fee. If your balance reaches zero, the account will be closed and no further fees will be charged. Should you wish to reclaim any remaining funds before closure, please contact Customer Support.

We will notify you by email to your registered email address at least 30 days before your account is first classified as dormant and before any fee is first charged. Subsequent monthly fee deductions will proceed automatically without further individual notices, in accordance with these Terms and Conditions.

Contact us at cs@aletaplanet.com

AP-1 APP FAQ

1. About AP-1 Account

Who is Aleta Planet?
Aleta Planet is an award-winning global payments solution provider that simplifies online, cross-border and multi-currency transactions safely, securely, and efficiently. We are a holistic payments technology provider of merchant acquisition, card issuance, remittance and B2B payments. 
 
As a global payment facilitator that interconnects different payment options and types, we specialise in helping Chinese companies to scale the global market. We provide payment services under the Payment Services Act 2019, regulated by the Monetary Authority of Singapore. More information can be found on https://www.aletaplanet.com/about-us/
If you have any questions, please log in to your AP-1 app and tap on the “Me” and “Ask Aleta” to refer to the FAQ list.
 
For further queries or if you require any further assistance, you may tap on the “Ask Aleta” to interact with us via the panel at the bottom of the page.
 
You may also email your queries to account@aletaplanet.com
 
Our Operating Hours:
Mon – Fri: 9am – 6pm (GMT +8.00)
Sat, Sun & Public Holidays (Singapore): Closed
With AP-1, you can spend money like a local in over 200 countries.
 
You can send money from your AP-1 balance to an account outside of AP-1 whenever you like. We’ll charge a competitive fee and a conversion fee when you send to a different currency. Sending and receiving money between AP-1 Accounts in the same currency is free.
From Apple App Store, Google Play Store or Huawei App Gallery, simply search AP-1 and tap to download.
 
For iPhone users, our application requires the phone screen size of 4.7 inches and above.
Once you have set up your personal and business accounts(s), you can get started with using your AP-1 account. Just tap Deposit, and follow the instructions.
 
For Singapore residents, do note that we will require you to bind an SGD Bank account to start using your account for deposit.
Yes! You can hold SGD or USD balances in your AP-1 account.
 
To add money to your balance, you just need to follow the same steps to deposit funds into your account.

Just click Deposit in your home screen. You’ll see different ways to add money depending on the amount, currency, and region selected – like PayNow or Local Transfer.

Your money is protected because we safeguard it.
 
The funds in your AP-1 account(s) are deposited into a dedicated customer segregated account held by Aleta Planet. This means that your money will be stored separately from Aleta Planet’s own company bank account.
 
The safety of your money is our utmost priority. As a Principal Member of UnionPay International, all your transactions are processed and protected by UnionPay International rules and standards. We also comply with the relevant laws and regulations put in place by the Monetary Authority of Singapore.
We offer AP-1 UnionPay and Mastercard that allows our customers to spend in over 200 countries.
 
You can get a AP-1 card once you have completed the registration with a Singpass or passport document and our team has completed the necessary checks and approval.
 
Aleta Planet does not establish business relationships or transact with sanctioned individuals, entities, sanctioned countries or territories.
Simply deposit funds into your account and start making purchases. You can shop at any in-store merchant that accepts UnionPay International or Mastercard. Your AP-1 UnionPay account can also be used at the various merchants with UnionPay QR codes worldwide.
 
You can transact at any e-commerce site by keying in your account details.
 
In addition, you may also add your AP-1 accounts into Huawei Pay, Apple Wallet or Google Pay for in-store contactless payments.
 
Need to transfer funds to another Aleta Planet account? Simply from the home screen then tap on “Send”, select “Aleta Planet”, and indicate the phone number of your recipient or select from your contacts.
 
You may also transfer funds to AP-1 business account by indicating company code shared by the company. Funds will be transferred instantaneously without any charges.
 
By selecting “Send” from the home screen, you can also remit funds overseas via Weixin, Alipay or UnionPay. Additional charges may apply.
To view your card details,
  • Tap on the eye icon on the top left corner of the card face to · view full account number and expiry date.
  • Tap on the eye icon under the “CVN” and input Payment PIN or use Biometrics for verification to view the CVN.
  • Tap on the copy icon to copy the account number for any e-commerce transactions. Please remember to keep this information confidential.

2. Identity Verification

What do I need to get my business verified?
When you open a bank account, you usually need to provide documents to verify details about yourself and your business, AP-1 is no different.
 
Verification is how we keep your business’s money safe and comply with the financial regulations in the country we operate in. We also make sure that your business meets our Acceptable Use Policy. We try our hardest to make it a quick and painless process.
Here are the steps to start the process:
  • Register. It’s easy to sign up for your AP-1 Business account.Simply write in to account@aletaplanet.com to indicate your interest and we’ll start the process flow.
  • Tell us about your business. You’ll need to share details like your business registration, where you’re located, the industry you’re in, any online or social presence, and name, date of birth, country of residence for all stakeholders, and a document showing who owns or controls the company.
  • Tell us about yourself. As the owner of this account, we need your personal details to verify your identity. If you’re not a director of the company, you may need to include additional information to confirm that you’re authorized to act on behalf of the business.
  • Set up and pay for a transfer. If you’re opening account details, you’ll need to pay a one-time set-up fee.
  • Now it’s our turn. We’ll let you know if we need extra information to verify you once we receive your money.
  • That’s it! You’re verified. We’ll resume your transfer, and send you a confirmation email when we verify your business.
 
For Singapore incorporated business:
  • We’ll require your company’s name and ACRA (or UEN) registration number.
  • Tell us about your business and how you’re planning to use AP-1.
  • If your company has a website, we’ll need that too. You can add this to your profile.
  • We’ll then need information for all of your directors, and shareholders that own more than 25% of the business:
  • Full name, date of birth, and country of residence
  • If one of the shareholders is another business; then we’ll also need their company registry document that show the owners of that business
 
Once the business has been verified, You’ll need to provide this information when retrieving your business account:
  • Your ID document with nationality
  • Proof of address
  • If you are not a director, you’ll need to provide an authorization letter from the directors before we can verify your account
 
That’s it! We’ll be in touch if we need more information, so make sure to check your email. It may take us 4–7 working days, but we’ll try our best to speed things up.
 
All business accounts must be in line with our Acceptable Use Policy.
You’ll have to register and create an account with AP-1.
 
Just share your mobile number for a 2-step verification, create a password, and share your email address and choose to apply for a personal or business account.
 
For your personal account, sign up with either your Singpass (if you are a Singapore resident) or passport document.
 
For your business account, we’ll need your company administrator to assign an account to your mobile number before any action can be taken. Once assigned, you may follow as per the personal account sign up.
 
Aleta Planet may request additional documents to verify your identity.
When you open a bank account, you usually need to take some form of ID into the bank branch. With AP-1, this is no different. We’re a financial institution, so we need to know who is using our servers. It helps us to combat money laundering and keep everyone’s money safe.
 
Types of identification
We accept the following form of identifications:
· Passport (Photo page only)
· National ID (Both front and back image)
· Photo driver’s licence (We cannot accept electronic driving licence)
· Singpass (Singapore Residents only)
 
For Singaporeans and Singapore Residents/Pass Holders, we accept the usage of Singpass application as well. No other documents will be required at the point of application submission.
 
Keep in mind that your document should have at least 6 months validity and contain your name, photo and date of birth ─ if not, we would ask for a new, acceptable document.

Protecting your information is very important to us. All data, financial data or documents provided are stored securely, encrypted and private as per our privacy policy.

We hope that your verification will be smooth sailing. But here are a few tips in case you do.
 
If we do not accept your document:
  • It may be some part of the information was covered. We need to see the full document photo page.
  • It may be expired. Please ensure that there is at least 6 months validity before you upload it.
  • Your details may not match. Please ensure that the name reflected on the document matches the proof of residency.
  • We may also need to see the back of the document. If there is information on both sides, please make sure you upload both sides for us.
  • It may be a document type that we can’t accept.
  • It may be in a format that we do not accept.
 
If you have not heard from our team within 5 working days:
We’ll email you should there be any changes to your applications.
 
So be sure to check the email that you have registered on AP-1 first. If any further information is required, we’ll also send an email to the registered email address.
Part of the verification process involves our team reviewing what’s printed on the documents. We do this to check that it’s really you requesting for the account. But if we can’t read what’s on the document, we have to reject it.
 
When uploading the document, here’s what to check:
Lighting
  • If it is too bright, a glare might make part of your document unreadable. This can be a problem with laminated passport or ID documents.

Fingers

  • If you are holding the document for a photo. It is easy to cover some details with your fingers. So do try to take the photo on a flat surface.

Camera frame

  • We need to see the whole document, as this helps us to confirm its authenticity. So try to fit the whole document in the shot.

Blur and Camera grain

  • If you are on the move, your camera might not be able to focus on the details printed on your document. Try taking the photo with the document on a flat surface.
  • We do not accept copies of photocopy
  • We need to be sure that you have the document that you have submitted for identity verification. So it’s best to take a new photo when you are going through verification.
When we review documents, we look for certain pieces of information on them. Most of the time, this helps us confirm that the document you’ve sent us is authentic and valid. We’ll also make sure that the details printed on them match your proof of residency.
 
Here’s what we check for:
Expiry date and date of birth
  • When we verify your identity, we need to see when your driver’s licence, national ID card, or passport expires. And we use your date of birth to confirm that the ID really belongs to you. So if we can’t see these details, we’ll have to reject your document.
Tip: Often ID cards have some key bits of info printed on the back. So always make sure you send us both sides.
 
Spelling of your name
  • Because we’re a safe and regulated way to send money, we need to know your full legal name. And if your name on [APP Name] and your document don’t match, we’ll need to ask you for more information.
 
Machine readable zone
  • On documents like passport and ID cards, there’s a unique barcode called a Machine Readable Zone. We look for them because they confirm the document you’re uploading is authentic. If this code is cut off, we’ll need to ask you for a new copy of your ID.
 
Residential address (if shown)
  • When we verify your application, we will need to match the residential address on the document to the proof of residency uploaded.

When you open a bank account, you usually need to take some form of ID into the bank branch. With AP-1, this is no different. We’re a financial institution, so we need to know who is using our servers. It helps us to combat money laundering and keep everyone’s money safe.

We will send you an email to your registered email address if we notice this happens – with 2 options:
  • Account closure of existing account
  • Account closure of new account
No, you can only have one personal AP-1 account.
 
You will need to open separate AP-1 business accounts for every different legal entity. Simply follow the same steps for business verification.

3. Account and Settings

How can I change my password?
To change your password, follow these steps
  • Log into AP-1
  • Click on “Me” on the bottom right
  • Go to “Security”
  • Tap on Login Password
  • Enter your current password
  • Enter the new password
  • Confirm with the change password
If you’re logged out and can’t remember your password, you’ll need to reset it.
 
Please follow the steps below:
  • From the login screen, enter your mobile number or email address .
  • Tap on ”Forgot password?”
  • You will need to verify the request with the OTP sent to your mobile number or email address.
  • Enter the new password.
  • Confirm the change of password.
The email address listed in your AP-1 account is how we keep in touch. We’ll send updates on your application and other important information you need to know.
 
How to change your email address?
  • Log into AP-1
  • Click on “Me” at the bottom right.
  • Go to “Security”.
  • Tap on Email
  • Select Change Email
  • Verify the request with Payment PIN or Biometrics
  • Enter the new email address
  • Confirm the new email address on the APP.
  • Once submitted, we’ll send you an email to confirm the request.
  • Tap the button on the email to verify the request.

We will require your verification from the email sent to the new email address before any further communications can be sent to the new email address. Communications will remain with the existing verified email until the new email address is verified.

We’ll send an email regarding needing an update of the document should the validity pass the 6 months mark. Any changes to your actual residential address will also require an update of information.
 
On the APP:
  • Log into AP-1
  • Click on “Me” at the bottom right
  • Go to “Identity”
  • Tap on “Update”
  • Select the method: Singpass or Passport
  • Follow the same steps done during verification
  • Click confirm.
 
Once submitted, our team will conduct a review of the updated documents.
You’ll need to update your phone number on your account before you throw away your old SIM.
 
  • Log into your AP-1 account. You will get a text message to authenticate, so make sure that you still have your old SIM available.
  • Click on “Me” at the bottom right
  • Tap on “Security”
  • Select Mobile Number
  • Tap Change Mobile Number
  • Enter your new mobile number. You will get a text message to authenticate the new mobile number.
  • Enter the OTP sent to the new mobile number
Payment PIN is used to authenticate requests done on the APP.
Should you think that your Payment PIN has been compromised, please change your Payment PIN.
 
On the APP:
Log into the AP-1
Click on “Me” at the bottom right
Select “Security”
Tap on “Payment PIN”
Enter current Payment PIN
Enter new Payment PIN
Confirm new Payment PIN
Payment PIN is used to authenticate requests done on the APP. If you have forgotten your Payment PIN, there are two ways to reset the Payment PIN.
 
During transaction:
  • When prompted to enter Payment PIN to authenticate transaction, tap on “Forgot Payment PIN”
  • Enter the document number used for ID verification
  • You will get a text message to authenticate the request.
  • Enter new Payment PIN
  • Confirm new Payment PIN.
 
On the APP:
  • Log into the AP-1
  • Click on “Me” at the bottom right
  • Select “Security”
  • Tap on “Payment PIN”
  • Select “Forgot Payment PIN”
  • Enter the document number used for ID verification
  • You will get a text message to authenticate the request
  • Enter new Payment PIN
  • Confirm new Payment PIN
Biometrics can be used to simplify the login process.
 
Here’s how to enable Biometrics for Login:
  • Log into the AP-1
  • Click on “Me” at the bottom right
  • Select “Security”
  • Tap on the slider button for Biometrics Login
 
Another method to enable Biometrics for Login:
  • During log in, there will be a prompt shown to enable Biometrics for Login.
  • Tap “Enable Biometric ID Login”
Biometrics can be used to simplify the payment or request process.
 
Here’s how to enable Biometrics for Payment:
  • Log into the AP-1
  • Click on “Me” at the bottom right
  • Select “Security”
  • Tap on the slider button for Biometrics Pay
 
Another method to enable Biometrics for Pay:
  • When submitting a transaction request, there will be a prompt shown to enable Biometrics for Pay.
  • Tap “Enable Biometric ID Pay”.

We will only contact you on a need-to basis using the contact information you have registered with us.

What is 2-step verification?
 
2-step verification is a necessary layer of security on your account that helps keep your account protected, on top of your password.
 
We use 2-step verification when we need to confirm it’s really you.
 
The 2 steps are:
  • Enter your password
  • Confirm that it’s you through from your authenticator app
 
Why we use 2-step verification
 
Even if someone finds your password, 2-step verification helps stop them getting into your account.
 
You’ll need to pair it with your Aleta Planet account first. Then we’ll ask for the code from your authenticator app when we need to confirm it’s really you.
 
What if I don’t want 2-step verification?
 
We understand that it’s an extra step, especially when you want to use Wise quickly. But we always make sure your account is protected, so this is a necessary step in your security.

4. Logging In

Can I sign up with my Facebook, Google, or Apple account？

No, currently we only support mobile number registration.

If you’re logged out and can’t remember your password, you’ll need to reset it.
 
Please follow the steps below:
  • From the login screen, enter your mobile number or email address
  • Tap on ”Forgot password?”
  • You will need to verify the request with the OTP sent to your mobile number or email address
  • Enter the new password
  • Confirm the change of password.
2-step verification from Text Message
If you’re not receiving the 2-step verification code via text, here’s what to do.
 
If you’re not getting the text, check that:
  • your device can receive texts
  • you’re using the right phone number. It should be the one registered to your [APP Name] account
  • you have phone signal
 
If it’s still not working:
  • turn mobile/cellular data off and on
  • turn your phone off and on
  • try a local carrier if you’re on international roaming
 
2-step verification from Email
If you are not able to receive the text message, you can choose to login via email address to receive the verification code through the email address.
 

Please send an email to account@aletaplanet.com for us to help change your registered mobile number.

Biometrics can be used to simplify the login process.
 
Here’s how to enable Biometrics for Login:
  • Log into the AP-1
  • Click on “Me” at the bottom right
  • Select “Security”
  • Tap on the slider button for Biometrics Login
 
Another method to enable Biometrics for Login:
  • During log in, there will be a prompt shown to enable Biometrics for Login.
  • Tap “Enable Biometric ID Login”.
When logging in from a new device, we’ll need to verify that you’re the device owner. To do this, we’ll send an email to your registered email address asking you to confirm.
 
Will I need to do this every time I log in?
No. You will only need to approve your device if you uninstall and reinstall the APP or if the device was not previously verified.
 
What if I don’t have access to my email?
If you don’t have access to your email, you’ll need to update it.
 
I haven’t received an email yet
The email can take a few minutes to arrive. If the email does not arrive after 5 minutes, click to resend the email on the APP.
  • Go to “Me”
  • Tap on “Security”
  • Select “Trusted Devices”
  • Pick the device model from the list
  • Tap on resend email verification
 
If that doesn’t help, please check your spam or junk folder and email filters.
 
I’ve got an email I wasn’t expecting, what do I do?
If you weren’t expecting the email, this means someone is trying to access your account. Reset your password immediately and get in touch with us.

5. Privacy and Security

How do I temporarily lock my account?
To lock your AP-1 account, simply follow the steps below:
  • Select the account to be locked from the “Wallet”.
  • Select “Manage Account” then tap to enable “Lock Account”.
  • Enter Payment PIN or use Biometrics to authenticate.
  • After locking, you will not be able to make any transaction on the same account. You can repeat the same steps to unlock the account.
 
Alternatively, you may log in to our online member platform on http://member.aletaplanet.com/login to lock your account.
Aleta Planet operates the Aleta Planet app and aletaplanet.com website (the “Service”).
 
This page informs you of our policies regarding the collection, use and disclosure of Personal Information when you use our Service. We will not use or share your information with anyone except as described in this Privacy Policy.
 
By interacting with us, submitting information to us, or signing up for any accounts, products or services we offer, you agree and consent to Aleta Planet and its related corporations (collectively, the “Companies”), as well as their respective representatives and/or agents (“Representatives”) (the Companies and Representatives collectively referred to herein as “Aleta Planet”, “us”, “we” or “our”) collecting, using, disclosing and sharing amongst themselves your Personal Information, and disclosing such Personal Information to the Companies’ authorised service providers and relevant third parties in the manner set out in this Privacy Policy.
 
1. Information Collection and Use
While using our Service, we may ask you to provide us with certain personally identifiable information that can be used to contact or identify you. Personally identifiable information may include, but is not limited to, your name, email address, phone number (“Personal Information”).
 
2. Log Data
We collect information that your browser sends whenever you visit our Service (“Log Data”). This Log Data may include information such as your mobile phone’s Internet Protocol (“IP”) address, Device ID, OS version and login details .
 
3. Service Providers
We may employ third party companies and individuals to facilitate our Service, to provide the Service on our behalf, to perform Service-related services or to assist us in analyzing how our Service is used.
 
These third parties have access to your Personal Information only to perform these tasks on our behalf and are obligated not to disclose or use it for any other purpose.
 
4. Security
The security of your Personal Information is important to us and we will take reasonable steps to protect your Personal Information against unauthorised disclosure. However, remember that no method of transmission over the Internet, or method of electronic storage is 100% secure. While we strive to use commercially acceptable means to protect your Personal Information, we cannot guarantee its absolute security.
 
5. Links To Other Websites
Our Service may contain links to other sites that are not operated by us. If you click on a third party link, you will be directed to that third party’s site. We strongly advise you to review the Privacy Policy of every site you visit. We have no control over, and assume no responsibility for the content, privacy policies or practices of any third-party sites or services.
 
6. Changes To This Privacy Policy
We may update our Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on this page. You are advised to review this Privacy Policy periodically for any changes. Changes to this Privacy Policy are effective when they are posted on this page.
 
7. Contact Us
If you have any questions about this Privacy Policy, please contact us at account@aletaplanet.com.

Aleta Planet is regulated by the Monetary Authority of Singapore. Following regulatory requirements, we will retain your data, documents and information as originals or copies, in paper or electronic form for a period of at least 5 years.

We do not support third party funds to be deposited into your account. Funds will be to originate from your own-named bank account or card.

Aleta Planet will collect, use and disclose personal data of an individual customer, an individual appointed to act on behalf of a customer, an individual connected party of a customer or an individual beneficial owner of a customer, without the respective individual’s consent.

For account security reasons, you are advised to log in to our online member platform on http://member.aletaplanet.com/login to lock your account and report loss of account.
 
You should also contact your mobile service provider to block your SIM card immediately.

6. Transactions

I may be a victim of fraud or scam
If you remitted funds using AP-1, and think you have been scammed, this is what you should do:
  • Get in touch with us straightaway. Log into the APP and chat with us on the “Ask Aleta” or email account@aletaplanet.com.
  • File a police report. If you are a victim of fraud, a crime has been committed against you. You should report it to the police – we can supply them with the information to help your case.
 
If the money has gone through, we can’t guarantee that you’ll be able to get it back. But we’ll do everything we can to help. We’ll send you any money that comes back to us.
 
AP-1 can’t get involved in transfer disputes between sender and recipients, so please make sure you know and trust the person or business you’re sending to before setting up the transfer.
 

For purchases conducted with UnionPay or Mastercard, we can help to raise a dispute or chargeback on the transactions on behalf of you. 


To request assistance, please complete the Card Dispute Declaration Form and email the completed form to us with your transaction details.

 
Learn more:
Police Report in Singapore

You may inquire about your transaction details by tapping on the “Transactions” from the home screen.

Sometimes the merchant’s name shown on your statement may differ from the actual brand name. Please do a quick search on the internet to verify.

If a duplicate transaction appears, please contact the merchant for a refund on the duplicated charges.

If you are certain that your account has been compromised, please lock your account straight away via the app or on our website.
 
Email us at account@aletaplanet.com immediately with a screenshot of the transaction detail in question. Please indicate on the subject header of your email as “Unrecognised Transaction”.
In the event where you are not satisfied with the goods or services that you have paid for, or you were charged an incorrect amount, please contact the merchant directly to request a full or partial refund. If you made an online purchase and your order has not arrived, please check the expected delivery date and track the order if possible before requesting a refund from the merchant.
 
Once you have exhausted all attempts to resolve the issue with the merchant, email us at account@aletaplanet.com. Please attach a screenshot of the transaction detail, your proof of purchase, and evidence of your attempt to contact the merchant in the email. Then, indicate on the subject header of your email as “Purchase Refund”.
For security reasons, a device-specific number known as a token instead of your actual account number will be generated for processing of QR and contactless transactions.
 
Note that the account number printed on the in-store payment receipt is the Token number and not your actual account number.
 
If a refund is required, the merchant may refund the account number in their records.

You may inquire about your transaction details by selecting “Transactions” from the home screen.

Your AP-1 account balance can be viewed from the home screen by tapping on the currency icon next to the balance.
 
You may also view your AP-1 account balance by selecting “Wallet” from the home screen.

There is no minimum balance requirement for your AP-1 account.

Yes. You may transfer your balances instantly to another Aleta Planet account.
 
Please follow the following steps:
  • Select the account that you wish to use from the home screen then tap on “Send”.
  • Select the account that you want to transfer to from “My Account” or “Other Payee”.
  • If you need to add in a new recipient, select “Payee” on the main “Send” page. Input the recipient’s mobile number or select from your contacts by tapping the human icon.
  • Once the payee has been selected, you may proceed to select the currency and input the amount to transfer. You may add a note to denote the purpose of the transfer.
 
You may also select “Company Code” to transfer funds to AP-1 business account by indicating company code. Funds will be transferred instantaneously without any charges.
 
If the recipient has more than 1 account with Aleta Planet, you will need to know the last 4 digits of his account number or account name to select the right account to transfer to.
 
Bank Account
To add a bank account, please log in to your AP-1 app and follow the steps below:
· Select “Send” from the home screen.
· Select “Payee” and tap on “Bank Accounts”.
· From “Bank Accounts” and tap on the “+” sign on the top right corner.
· Input the details regarding your bank account.
· Please note that if the name entered, differs from our record, the recipient will not be allowed to be selected for Fund Return.
 
PayNow
If you have registered for a PayNow account, you may also allow fund returns to your PayNow account*.
 
To add a PayNow account,
· From “Me”, select “Bank & Card”
· Tap on the “+” symbol at the top right corner and select “Add PayNow Account”
· Authenticate the request with your Payment PIN or Biometrics option.
· The PayNow account will be added using the account’s registered Mobile Number.
· If your actual PayNow account is not the same as our account registered Mobile Number, please update our account with your actual PayNow mobile number.
 
*Please note that we will do a name check when there is any fund return request.
Fund returns and deposits to and from non-same name bank accounts are currently not supported.
 
Should we notice that funds are being received or sent to non-same name bank accounts, the request will be rejected. Funds will be sent back to the original source of funds.

7. Closing your account

My account was deactivated
We can’t tell you the specific reason why we closed your account — it’s because of how we’re regulated. And Customer Support doesn’t have the ability to view the reasons why.
 
We can choose to close an account if we think:
· it’s a duplicate of another (you can only have one account, unless we agree otherwise).
· its security has been compromised.
· there are transactions on your account that we can’t complete.
 
These are just examples, though. You can find more reasons in our Terms of Use, where we explain how we’re allowed to close accounts.
 
AP-1 never takes deactivations lightly, and they are handled with utmost attention and consideration. We fully understand that the deactivation can cause inconvenience to you and we’re committed to going through this transition as smoothly as possible.
 
Remaining balances
If you still have money in your AP-1 Balances when we close your account, we’ll work on sending it back to your bank account. But first, we need to carry out due diligence checks. While we do that, your money and information will be safe and secure.
To request the funds to be refunded back to you, please send an email to account@aletaplanet.com.
 
What can I do next?
If you’re not happy with our decision to close your account, you can appeal it. During the appeal, you may be asked for more information and bank account details outside of AP-1 (to an external bank account) where to refund your money from the balances. The time it takes to review your appeal may vary, but we’ll do our best to inform you of the status and timeline.
 
Learn how to make an appeal
Additionally, you have the right to ask for a review of your case by lodging a complaint.
 
During a complaint review, we’ll assess the quality of the service and support you have received. We can also assess if we’ve honored our agreements with you, like the Terms of Use.
A complaint review does not include or affect re-assessing deactivation, or speeding up refunds and any part of the due diligence process. These will be dealt with in the appeal process. Commonly, a complaint should be reviewed within 14 calendar days, but can take longer depending on where we offer our services to you.
To close your [APP Name] account on the APP:
  • Swipe to the card and tap on “Wallet”.
  • Click on “Manage Account”.
  • Select “Account Closure” and tap submit.
 
Before closing your account, you should empty your balances and let any pending transaction be completed.
 
To empty the account balance:
  • From “Manage Account”, tap on “Fund Return” and submit the refund request.
  • Make sure that you’re sending the full amount from your balance.
  • If required, choose the bank account you want to send your money to.
  • Confirm the payment to empty the account.
 
You’ll need to do this for each currency you have money in. Then we can close the account. Once your account is closed, you still have access to any of the activity or account statements on it.
 
Bear in mind that as a regulated financial institution, we’re required to store some of your personal data, so we can’t remove all of your info from the system.
 
But we’ll delete information that’s no longer needed, and all data is protected by the highest levels of security.
To close your AP-1 business account on the APP:
  • Swipe to the card and tap on the Wallet.
  • Click on Manage Account.
  • Select Account Closure and tap submit.
 
You will need to empty the account balance and complete all pending transactions before the account can be closed.
 
To withdraw money:
  • From Manage Account, tap on Fund Return and submit the refund request.
  • Make sure that you’re sending the full amount from your balance.
  • If required, choose the bank account you want to send your money to.
  • Confirm the payment to empty the account.
 
You’ll need to do this for each currency you have money in. Then we can close the account. Once your account is closed, you still have access to any of the activity or account statements on it.
 
Bear in mind that as a regulated financial institution, we’re required to store some of your personal data, so we can’t remove all of your info from the system.
 
But we’ll delete information that’s no longer needed, and all data is protected by the highest levels of security.
If you closed your account on your own, or asked us to do it for you, you can reactivate it whenever you’d like.
 
You’ll need to contact our Customer Service either on Ask Aleta or through email at account@aletaplanet.com.

8. Fees and Statements

How do I download a statement？
You can download the statements for the past calendar month:
  • Go to transactions for the account you want the statement for.
  • Select the Date filter on the left top corner.
  • Choose the MM/YY.
  • Tap on the Statement button.
  • Select where to save/send the statement.
You will be prompted to make an upfront membership fee after selecting the account that you are applying for. You can choose to use your debit, credit card or local transfer methods to pay for the membership fee.
 
The annual/monthly fees will automatically be deducted from your wallet when there is sufficient balance. Should there be insufficient balance, the account will be temporarily frozen until there is sufficient funds and fee deduction.

9. UnionPay International

Is there a 24-hour hotline number for assistance in case of emergencies or if I’m overseas?
If you have any difficulties in making payments with your digital account anywhere in the world, you may reach out to UnionPay International’s Overseas Service Hotline for assistance.
 
If the country is not listed on the website (https://www.unionpayintl.com/en/serviceCenter/hotline/), or if you are experiencing difficulties using any of the toll-free numbers; please call: +86-21-20556900 or +86-21-52295600.
Currently, ATM cash withdrawals are supported in mainland China via Huawei Pay. However, do note that not all ATMs may accept the transaction request as ATM acceptance is heavily dependent on the ATM provider.
These are discount vouchers offered by participating merchants worldwide to all UnionPay customers. You can use them together with the QR code generated by your AP-1 APP for merchants to scan. The discounts will be applied automatically upon completion of the transaction payment.
 
Simply tap “Rewards” from the home screen and select your desired coupon. Tap “Get this Reward” to save it into “My Rewards” for future use.
 
To redeem the rewards:
  • Simply tap “Rewards” from the home screen and follow the steps below:
  • Select “My Rewards”.
  • Select the desired reward to use and tap “Redeem Now”.
  • Select the account you wish to pay from and present your QR code to the merchant.
The AP-1 account cannot be used to top up into a WeChat Pay or Alipay wallet.
 
At present, you are unable to top up funds to another WeChat Pay / Alipay wallet unless you have a Chinese bank account linked to your WeChat Pay / Alipay wallet.
 
The AP-1 account can be bound to a WeChat Pay or Alipay wallet. If you have the either the UnionPay account number or WeChat/Alipay mobile number of the other party whom you wish to transfer funds to, you may use the “Send” function in the home screen of the AP-1 app to do so.
You may set a daily limit and/or transaction limit to your preference.
The default value is set as $1000 SGD and USD.
 
To change the limit, please follow the steps below:
  • Select “Wallet” from the home screen.
  • Select your desired account from the account list.
  • Select “Manage Account” then “PIN Bypass & Transaction limit”.
  • Enter Payment PIN or use Biometrics for verification.
  • Under the “Transaction limit”, enter the amount to be set as the limit for SGD and USD accordingly.
  • Tap on “Set Limit”. A pop-up message will be displayed to confirm that “Daily limit and Transaction limit has been updated successfully!”.
 
However, if you choose to pay by displaying your QR to the merchant for scanning, there is a maximum transaction limit of SGD 1,000.

Your AP-1 account is set to the local merchant currency from your wallet currency. If the local merchant currency is one of the 2 wallet currencies (SGD or USD), the system will deduct that currency from your wallet. Otherwise, currency exchange will be carried out as you purchase, and the amount will be deducted from your SGD or USD balance.

The AP-1 account can be used to pay for purchases on websites that accept UnionPay.

Yes. Your AP-1 account is accepted globally at any merchant that accepts UnionPay International.

The AP-1 UnionPay account cannot be used to scan Combined QR Code(Alipay, Weixin and UnionPay), Alipay or WeChat QR code. Only UnionPay individual QR code is supported.
 
Merchants in China can scan your AP-1 UnionPay QR code for payment. To generate your AP-1 UnionPay QR code, select ‘Pay’ and authenticate to confirm payment.
 
Note: There is a possibility of the transaction being rejected due to the card being issued internationally.
The Pay function is valid when the merchant is able to scan the presented QR code:
  • Select the UnionPay account you wish to pay from on the home screen.
  • Tap “Pay” to display your QR code to the merchant for payment.
  • Verify the payment details then tap the “Confirm” button and enter your Payment PIN or use Biometric D for verification.
  • Tap the “Done” button. A successful payment notification will be displayed once payment is completed.
  •  
Note: If QR code was presented for the merchant to scan, there is a maximum transaction limit of SGD1000.
Scan allows you to pay through scanning UnionPay QRC.
 
To view the supported method, swipe to UnionPay card and tap “Scan”. Underneath the camera frame, the supported QRC logo will be reflected.
Currently the AP-1 UnionPay account supports Huawei Pay.
 
You may also follow the steps below:
  • Open Huawei Wallet.
  • Select “Bank cards” then tap on “Add Bank Card”.
  • If the Wallet had already been added with other Bank cards, you may tap the “+” sign on the top right corner to add the Bank card.
  • Choose “Enter Card Number Manually” then enter your account details and complete the verification process accordingly.
 
If you do not see the “Bank Cards” option, please check that your country is correctly set up. To check your country, go to App Gallery > Me > Settings > Country / Region.
 
You will be able to see the “Bank Cards” option if your registered country is in Singapore, Thailand, Macau, Hong Kong, or Pakistan
PIN Bypass allows you to set a maximum amount to bypass Payment PIN or Biometrics when using the Pay function.
 
You can set your preferred maximum amount not more than SGD200.
 
To set up PIN bypass, you can follow the steps below:
  • Select “Wallet” from the home screen.
  • Swipe to the account to set up.
  • Select “Manage Account” then “PIN Bypass & Transaction limit”.
  • Enter Payment PIN or use Biometrics for verification.
  • Tap the button below the “PIN Bypass” to enable the PIN Bypass option.
  • Enter your preferred maximum amount for PIN Bypass then tap the “Confirm” button.

10. Remittance

UnionPay Remittance
The remittance through UnionPay is securely performed via the APP.
 
To remit money via UnionPay, please follow the steps below:
  • Select “Send” from the home screen.
  • Select “UnionPay” as delivery method.
  • Select “Recipient” or tap on “+Add” to create a new recipient.
  • Tap on “Start Sending”.
  • Select the account you wish to remit from and tap on “Continue”.
  • Enter the amount to remit and tap on “Continue”.
  • Select purpose for the remittance.
  • Tap the “Confirm” button to confirm details of the remittance.
  •  
Additional charges may apply.
The remittance through Weixin is securely performed via the APP. The exchange rate is settled in advance and the remittance is deposited into the Weixin recipient’s authorised bank card in CNY.
 
To remit money via Weixin, please follow the steps below:
  • Select “Send” from the home screen.
  • Select “Weixin” as delivery method and read the “Weixin recipient requirements” then tap the “Next” button.
  • Enter the amount to remit and tap on “Continue”.
  • Select “Recipient” or tap on “+Add” to add a new recipient
` Tap on “Start Transfer”.
` Select the account you wish to remit from and tap on “Continue”.
` Select purpose for the remittance.
` Fill in the “Remittance remarks” and tap the “Confirm” button to confirm details of the remittance.
 
Additional charges may apply.
The remittance through Alipay is securely performed via the APP.
 
To remit money via Alipay, please follow the steps below:
  • Select “Send” from the home screen.
  • Select “Alipay” as delivery method and tap the “Next” button.
  • Enter the amount to remit and tap on “Continue”.
  • Select “Recipient” or tap on “+Add” to add a new recipient
  • Tap on “Start Transfer”.
  • Select the account you wish to remit from and tap on “Continue”.
  • Select purpose for the remittance.
  • Fill in the “Remittance remarks” and tap the “Confirm” button to confirm details of the remittance.
Additional charges may apply.
When adding payee, the country list* reflects all the allowed countries for remittance.
 
*Countries are subjected to changes
The amount per transaction must not exceed USD 3,000 (or equivalent) for recipient’s card issued outside of mainland China and must not exceed USD 5,000 (or equivalent) for recipient’s card issued in mainland China.
 
The accumulated transaction amount for the sender or recipient per day must not exceed USD 10,000 (or equivalent).
Your recipient can receive your remittances with Weixin if they meet the following requirements.
 
Requirements:
  • They’ve signed up for a Weixin account (China mainland version).
  • They are Chinese citizens with a valid National ID card.
  • They’ve authorised their bank card to receive money with Weixin.
  • They’ve signed the kinship commitment letter (if they’re receiving money for Family Support reasons).
  • Existing recipients must verify their e-wallet password and authorize the transmission in the mini-program before they can continue receiving remittances.
 
Remittance may be rejected if:
  • Recipients’ age limit does not fall between 18-65 years old.
  • If your recipient has reached their receiving limit for Weixin remittance. Each recipient’s limit is CNY50,000 per transfer and CNY500,000 per year.
  • If you’ve exceeded the monthly limit of 5 transfers for Family Support or Salary reasons.
 
If the remittance transaction status is stuck in processing or receiver do not know how to authorise their bank card, please refer to the following:
WeChat Remittance for Receivers
 
Please make sure your recipient authorises their card within 48 hours of receiving the text. If they don’t authorise their card, the remittance transaction will be cancelled.
How to send money via Bank Transfer?
 
1. Go to “Send”
From Home, go to Send and select Bank Transfer.
 
2. Select the Account to make the transfer
If you have multiple account, swipe to select the account to make the transfer.
 
3. Choose what currency and who to transfer to
For the currency, we currently only support currencies available to your account.
 
You can search for an existing recipient from scrolling down the list.
 
If it’s not an existing recipient, you can add one manually by clicking “+”
 
Add a new recipient
 
Select if you’re sending to yourself, someone else, or a business.
 
If you have their bank details, add them in — we’ll send money to that account.
 
4. Enter how much you want to transfer
Enter the amount you would like to send, the fees are added to that amount.
 
5. Review the details of your transfer
Make sure everything looks right. You can add a reference for your recipient if you’d like.
 
6.That’s it!
After we’ve received your request, we’ll confirm the transfer in the app. Your payments will appear under Transactions on the home screen.

Accordion Content

11. Mastercard

Can I use my AP-1 account overseas?
Yes. Your AP-1 account is accepted globally at any merchant that accepts UnionPay International or Mastercard.
You may set a daily limit and/or transaction limit to your preference. The default value is set as $1000 SGD and USD.
 
To change the limit, please follow the steps below:
  • Select “Wallet” from the home screen.
  • Select your desired account from the account list.
  • Select “Manage Account” then “PIN Bypass & Transaction limit”.
  • Enter Payment PIN or use Biometrics for verification.
  • Under the “Transaction limit”, enter the amount to be set as the limit for SGD and USD accordingly.
  • Tap on “Set Limit”. A pop-up message will be displayed to confirm that “Daily limit and Transaction limit has been updated successfully!”.
However, if you choose to pay by displaying your QR to the merchant for scanning, there is a maximum transaction limit of SGD 1,000.

The AP-1 account can be used to pay for purchases on websites that accept Mastercard.

We offer two types of MasterCard accounts to cater to your specific needs: Multi Use MasterCard and Single Use MasterCard. Both account types are available in SGD and USD. For every currency we will issue an individual card, our current MasterCard is unable to hold more than one currency balance.
 
Multi Use MasterCard:
The Multi use MasterCard can be used for in-person purchases. It functions like a traditional debit card, allowing you to make multiple purchases and payments. With this account, you can enjoy the convenience of using a single card for multiple transactions over an extended period.
 
Single Use MasterCard:
The Single use MasterCard offers enhanced security and protection for your online transactions. With this account, you can generate unique card numbers for each online purchase, ensuring that your card details remain secure. After each use, the used card number is invalid for future transactions.
To create a Single Use Mastercard:
  • Tap on “Single Use Cards”.
  • Enter the nickname for the Single Use Mastercard (optional).
  • Select the currency and tap “Continue”.
  • Enter the spending limits for the Single use card and select the funding account.
  • Confirm the card information.
Once the following steps are completed, your Single use Mastercard will be available for use immediately.
You can increase or decrease the spending limits of your AP-1 Single Use Mastercard by:
  • Tap the Eye icon to view the back of the card.
  • Tap the Pencil icon to proceed to edit the spending limit.
  • Tap “Continue” to review changes and tap “Confirm” to complete the change.

Currently, we only allow 1 active Single Use Mastercard to be created for every Multi Use Mastercard. To apply for another Single Use Mastercard for the same Multi Use Mastercard, you will need to use the existing Single Use Mastercard first.

For the AP-1, the creation of the Single Use Mastercard is free of charge. However, a small fee of USD 0.50 or SGD 0.70 will be charged for each purchase authorization using the Single Use Mastercard. Currently, there are no additional fees for the Multi Use Mastercard.

Currently the AP-1 MasterCard account supports Apple Pay.
 
How to enable your [APP NAME] Multi Use MasterCard for Apple Wallet:
  • Open the Apple Wallet and tap the “+” sign to add your MasterCard.
  • Select Debit or Credit Card and tap continue.
  • Select “Enter Card Details Manually”.
  • Paste in the card number copied from the [APP NAME] App.
  • Enter the card security information.
  • Agree to Apple’s Terms and Conditions.
 
Once Apple has verified your card information, your AP-1 Multi Use MasterCard is available for Apple Pay.
Currently the AP-1 Mastercard account supports Google Pay.
 
How to enable your AP-1 Multi Use Mastercard for Google Pay:
  • Open the GooglePay App and tap the “+ New Credit or Debit Card” button to add your Mastercard.
  • Select “Enter Details Manually”.
  • Paste in the card number copied from the [APP NAME] App.
  • Enter the card security information.
  • Agree to Google Terms and Conditions.
 
Once Google has verified your card information, your AP-1 Multi Use Mastercard is available for Google Pay.

12. Troubleshooting

If you are experiencing issues with your current version and want to do a fresh install, use the following directions to remove your AP-1 app from your device.
Apple Users
  • Open the Settings app.
  • Tap General.
  • Tap iPhone Storage or iPad Storage.
  • Tap AP-1.
  • Tap Delete App.
  • When prompted with Deleting “AP-1” will also delete all of its documents and data. This action can’t be undone, tap Delete App.
  • Once completed, reinstall AP-1 on the iOS App Store.
  • Uninstall using the Google Play Store
  • Open the Google Play Store.
  • In the search bar, type AP-1.
  • Tap AP-1.
  • Tap Uninstall.
  • When prompted Do you want to uninstall this app?, tap OK.
  • Once completed, reinstall AP-1on the Google Play Store.
  • Uninstall from Settings
 
If you are having issues uninstalling using the Google PlayStore, or installed AP-1 using the APK file, AP-1 can also be removed from within the Android settings menu.
 
Note: Android Settings menus may be different from below due to the Android version or device manufacturer.
 
  • Go to Settings on your Android device.
  • Tap Apps.
  • Scroll down, then tap the AP-1 app.
  • Tap Uninstall.
  • When prompted, Do you want to uninstall this app?, tap OK.
  • Once completed, reinstall AP-1 on the Google Play Store.