As part of guidelines on Shared Responsibility Framework implemented by the Monetary Authority of Singapore (MAS) and Infocomm Media Development Authority (IMDA) under E-Payments User Protection Guidelines, Liquid Group is required to impose a 12-hour cooling down period under the following scenarios:

• User logins on a new device (different from last login)

• User re-installs Changi App

• User resets 6-digit PIN via “Forgot your PIN?” function

• User links an existing Liquid Pay account to Changi Pay

• User logins to Changi Pay after long period of inactivity

The cooling period will be restarted each time a user login through a different device. To avoid this, please use Changi App on only one device and uninstall Changi App from other device(s).

Unfortunately, the cooling down period cannot be disabled. It is a crucial safeguard to enhance security of your account and protect it from scams and unauthorized access.

Changi Pay and CAG do not store or have access to your fingerprint or facial recognition data. This information is securely stored on your device, as is common industry practice.

Go to Changi Pay and select the “More” tab from the bottom navigation bar. Select “Change PIN” and follow the steps.

Your Changi Pay account will be locked for 30 minutes after 5 incorrect login attempts.

After 30 minutes, proceed reset your PIN as follow: 

1. Access Changi Pay and tap on "Forgot your PIN?" function at the Sign In page

2. Confirm your mobile number by tapping "Continue".

3. Input the 6-digit One Time Code (OTC) that is sent to the registered email for your Changi App account and tap "Continue".

4. Proceed to set up your new 6-digit PIN

Please check your junk/spam or promotions folder for the One Time Code (OTC) email from changipay_noreply@liquidgroup.sg. Do note that the OTC is only valid for 15 minutes.

As part of guidelines on shared responsibility framework, Liquid Group is required to impose a 12-hour cooling-off period when users perform a PIN reset for their Changi Pay account, as mandated by the Monetary Authority of Singapore (MAS). During this cooling off period, you will not be able to use Changi Pay.

You are seeing this message because you have an existing Changi Pay account registered under a different email address or mobile number.

If you remember the previous email address, please log out of the Changi App and log in using that email. You will then be able to access your Changi Pay account immediately.

If you have changed your mobile number, please contact us via our webform with the following details:

• Previous Mobile Number:

• New Mobile Number:

Kindly ensure that your Changi (Rewards) account and Changi Pay account are registered with the same email address.

As your Changi Pay profile is tagged to your Changi Account profile, you are allowed to have only one account.

Your Changi Pay account is strictly non-transferable.

The top up limit for Liquid Account are as follows:

• a top-up limit of S$5,000 and

• each Liquid Account can hold up to S$5,000 at any given time, and with a maximum spending limit of S$30,000 on a rolling 12-month basis

On top of the above, for payments in China via Alipay+ network, please note that the Chinese regulatory limits are as follows: 

• RMB35,000 per transaction, and

• RMB350,000 in a year. 

Merchants in China may have additional payment limit managed by Alipay, users may sometimes encounter errors when making payments. To resolve this, please inform the merchant to contact the official Alipay+ Merchant Service hotline at 400-758-5858 (service hours: 08:00 - 23:00) to request an increase in the payment limit for overseas e-wallet.

To report an issue regarding local and overseas (except China) payment, please reach out to us here and include the following information:

• Outlet name and location.

• Photo of outlet.

• Receipt from outlet.

• Screenshot of Changi Pay TXN ID (located within Transaction history).

• Picture of alternative payment made (if any).

If your query about Changi Pay is not related to payment transactions, please let us know here, and we will get back to you as soon as possible.

Alternatively, you can contact us via our general customer service hotline at +65 6595 6868.

For all other queries and issues relating to payment transactions carried out with Changi Pay, including voiding of payment transactions, disputing payment transactions, carrying out of refunds, use of vouchers that are not issued by CAG, please contact Liquid Group directly via support@liquidgroup.sg. If CAG receives any query of such nature, we will direct such query to Liquid Group, and Liquid Group will respond to you accordingly.

To withdraw funds from your Liquid Account, please download the Liquid Pay app and log in. You can then make a withdrawal using PayNow.

You can add up to a maximum of 20 credit/debit cards.

Only MasterCard or Visa cards issued in Singapore can be added to Changi Pay.

Each card can only be linked to one Changi Pay account at a time. If the card you wish to use is already linked to another account, please remove it from the previous account before adding it to your current one.

If you continue to experience issues, kindly contact your card-issuing bank for assistance.

Alternatively, a linked Liquid Account will also enable you to make payment with Changi Pay.

We are reviewing the addition of American Express cards. In the meantime, you can add a MasterCard or Visa cards to Changi Pay.

Yes, you can still earn your credit/debit card cashback and/or points, subject to terms and conditions of your credit/debit card issuing bank.

1. Go to Changi Pay and select the “Wallet” tab from the bottom navigation bar.

2. Select the “Cards” tab, followed by the credit card you want to delete.
   

3. The option to delete the card will appear at the bottom of the selected card. Select “Delete”.
   

4. Select “Yes” to confirm that you want to delete the selected card.
   

Transaction details are available on Changi Pay for up to 60 days.

1. Go to Changi Pay and select the “More” tab from the bottom navigation bar.
2. Select the “Transaction History” from the list.
3. A list of your transaction history will be shown. Select a transaction to view more details.

The transaction will be shown as "LG_PF" or similar under your card statement description.

Please check if you have saved the voucher to your wallet. Only saved vouchers will appear during payment.

In addition, some vouchers come with terms and conditions which does not allow it to be used with other vouchers. If you would like to use the other voucher, you may need to unselect other active vouchers. There are also vouchers which are only applicable at selected merchants or outlets, the voucher may not be valid for use at the outlet you are currently paying at.

To view Vouchers Terms & Conditions:

1. Go to your Changi Pay and select the “Wallet” .
2. Switch to “Vouchers” .
3. Tap into the voucher you would like to check and select “View Terms & Conditions”.

An expired voucher cannot be used, and its expiry date will not be extended. It will also be removed from list of vouchers in your Changi Pay account.

Yes, you can. Any available Changi Rewards e-Voucher(s) will be available for selection as you make payment with Changi Pay, subject to merchants acceptance of Changi Rewards e-Vouchers. Changi Rewards terms and conditions apply.

You cannot use your Changi Rewards points to directly offset your purchase. You would have to first redeem your Changi Rewards points for Changi Rewards e-Vouchers.

For Changi Pay QR Transactions:
You do not need to top up money to pay for your purchases. You would just need to add a credit/debit card into your Changi Pay account to pay for purchases.

For Alipay+ Transactions overseas:
You would need to setup and link your Liquid Account in Changi Pay. After which, top-up your Liquid Acount via PayNow/PayLah to make transactions via Alipay+.

For Changi Pay QR Transactions:
No, you may use your Liquid Account to make payment, however you may also pay via a credit / debit card within Changi Pay.

For Alipay+ Transactions overseas:
You will not need to add any cards to Changi Pay, as funds will be deducted solely from your linked Liquid Account. You can only top up your Liquid Account via PayNow or PayLah.

Immediately inform the outlet staff where you made your purchase and request for a refund. This is the most effective way of resolving the issue.

If that is not possible, you may let us know here and CAG will direct your query to Liquid Group and Liquid Group will assist you accordingly. Kindly keep your receipt for ease of tracking.

No, you can only use one credit card per transaction.

For Changi Pay QR transactions:
There is no transaction limit implemented by Changi Pay. However, your banks may apply a limit on your credit card spend.

For Alipay+ transactions overseas:
The Payment Service Act 2019 (“PS Act”) currently imposes the following limits on e-wallets with the maximum amount of funds that can be held set at S$5,000; and the maximum total outflow over a rolling 12-month period is capped at S$30,000

On top of the above, for payments in China via Alipay+ network, please note that the Chinese regulatory limits are as follows: 

• RMB35,000 per transaction, and

• RMB350,000 in a year.

Merchants in China may have additional payment limit managed by Alipay, users may sometimes encounter errors when making payments. To resolve this, please inform the merchant to contact the official Alipay+ Merchant Service hotline at 400-758-5858 (service hours: 08:00 - 23:00) to request an increase in the payment limit for overseas e-wallet.

You may check your points balance and transactions by logging in to the Changi App or Changi Rewards website.

Please check that your mobile phone's internet connection is stable.

For Changi Pay QR transactions:
If your payment is rejected, please check with your issuing bank for linked credit card transactions.

For Alipay+ transactions overseas:
If your payment is rejected, ensure that you have enough money in your Liquid Account for the transaction and/or have not hit the e-wallet cap of S$5,000 and/or 12 month rolling period cap of S$30,000.

On top of the above, for payments in China via Alipay+ network, please note that the Chinese regulatory limits are as follows: 

• RMB35,000 per transaction, and

• RMB350,000 in a year.

Merchants in China may have additional payment limit managed by Alipay, users may sometimes encounter errors when making payments. To resolve this, please inform the merchant to contact the official Alipay+ Merchant Service hotline at 400-758-5858 (service hours: 08:00 - 23:00) to request an increase in the payment limit for overseas e-wallet.

To report an issue regarding local and overseas (except China) payment, please reach out to us here and include the following information:

• Outlet name and location

• Photo of outlet

• Receipt from outlet

• Screenshot of Changi Pay TXN ID (located within Transaction history)

• Picture of alternative payment made (if any)

Changi Pay cannot be used as a payment method within Alipay Mini Programs. Currently, the usage of Changi Pay is only allowed for payment overseas via Alipay+ acceptance points (and all Alipay acceptance points in China).

For such situations, you can try to request the restaurant staff to take your order separately and to pay with Changi Pay.

The exchange rate is referenced from Alipay+ network rate and users will be able to view the exchange rate live upon scanning the QR code of the Alipay+ merchant at the point of making payment for your purchases.

Additionally, there is no transaction fee imposed for payment made via Changi Pay.