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TOP QUESTIONS

 

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 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 e-Vouchers can be accepted at participating outlets in Changi Airport, Jewel Changi, and on iShopChangi.com.

When paying at a physical store, please inform the cashier that you would like to make payment using Changi Pay. Follow these simple steps to make your payment:

  1. Log in to Changi Pay

  2. Tap the Pay icon at the bottom of the screen

  3. Scan the Changi QR code provided by the cashier

  4. Tap Continue/Next until you reach the Payment Method page

  5. Select your preferred payment method (card/Liquid account)

  6. Select the vouchers you wish to use to offset your payment (you may be able to use multiple vouchers in a single transaction, subject to each voucher’s terms and conditions)

Important Note:

If you select the vouchers before choosing your payment method, the vouchers you have selected will be "unselected" when you change your payment method.

Singapore

Changi Pay is accepted at selected merchants at Changi Airport, Jewel Changi Airport (“Jewel”) and iShopChangi.com via the Changi Pay QR, with more merchants accepting Changi Pay progressively.

  • In Singapore, Changi Pay allows you to seamlessly make payment for your purchases at Changi Airport and Jewel, with the following payment methods:

    • Linked credit/debit card

    • e-Vouchers (where applicable)

    • Linked Liquid Account

You may refer to our website for list of outlets accepting Changi Pay via Changi Pay QR.

  • Changi Rewards points will be awarded to you automatically if you make eligible payments using Changi Pay at participating outlets in Changi Airport and Jewel via Changi Pay QR codes. You do not need to go through the hassle of scanning your Changi Rewards e-card at the cashiers to earn Changi Rewards points.

  • e-Vouchers can be found on Changi Pay. Stored in a single wallet (Changi Pay), you will not lose any vouchers or miss out on special deals ever again!

Outside of Singapore

For overseas payments, Changi Pay allows you to use your Liquid account balance to pay at all merchants that accept Alipay+ in the following countries:

  • Australia

  • China (Mainland China only)*

  • European Economic Area (EEA)**

  • Hong Kong

  • Japan (via PayPay QR as well)

  • Malaysia (via DuitNow QR as well)

  • Macau

  • Qatar

  • San Marino

  • South Korea (via ZeroPay QR as well)

  • Switzerland

  • Thailand

  • United Kingdom

  • United States

*Only for Mainland China, users may use Changi Pay to pay at any Alipay acceptance points

** EEA countries (Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain; Sweden; Iceland, Liechtenstein and Norway)

  1. Log in to your Changi Pay account within the Changi App

  2. Activate/link your Liquid Account in Changi Pay

  3. Top up your Liquid Account via PayNow/PayLah

  4. Let the merchant know you would like to pay via Alipay+ (支付宝/Zhi Fu Bao in China)

          a.  If the merchant requests for your QR code, select "Show my QR code" in the "Pay" page and present it to the merchant
          b. If the merchant presents you with a QR code, scan their QR code using the camera in "Pay"

For payment overseas, Liquid Account is required. Payment cannot be made via the credit card added into Changi Pay. 

If you face any issues while paying overseas, kindly reach out to us via webform, we understand that merchants overseas might not be familiar / be configured with Alipay+ and its network of wallets currently and are working with our partners to improve on this experience.

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

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.

ABOUT CHANGI PAY

 

Changi Pay is a digital e-wallet to improve your payment and shopping experience at Changi Airport and Jewel Changi Airport (“Jewel”), and for payments outside of Singapore through Alipay+ QR network. Changi Pay is free to sign up and is available within the Changi App

The payment services relating to the use of Changi Pay are provided by Liquid Group (except in respect of CAG-issued e-voucher(s), where relevant). Please refer to the Changi Pay terms and conditions for full details.

Singapore

Changi Pay is accepted at selected merchants at Changi Airport, Jewel Changi Airport (“Jewel”) and iShopChangi.com via the Changi Pay QR, with more merchants accepting Changi Pay progressively.

  • In Singapore, Changi Pay allows you to seamlessly make payment for your purchases at Changi Airport and Jewel, with the following payment methods:

    • Linked credit/debit card

    • e-Vouchers (where applicable)

    • Linked Liquid Account

You may refer to our website for list of outlets accepting Changi Pay via Changi Pay QR.

  • Changi Rewards points will be awarded to you automatically if you make eligible payments using Changi Pay at participating outlets in Changi Airport and Jewel via Changi Pay QR codes. You do not need to go through the hassle of scanning your Changi Rewards e-card at the cashiers to earn Changi Rewards points.

  • e-Vouchers can be found on Changi Pay. Stored in a single wallet (Changi Pay), you will not lose any vouchers or miss out on special deals ever again!

Outside of Singapore

For overseas payments, Changi Pay allows you to use your Liquid account balance to pay at all merchants that accept Alipay+ in the following countries:

  • Australia

  • China (Mainland China only)*

  • European Economic Area (EEA)**

  • Hong Kong

  • Japan (via PayPay QR as well)

  • Malaysia (via DuitNow QR as well)

  • Macau

  • Qatar

  • San Marino

  • South Korea (via ZeroPay QR as well)

  • Switzerland

  • Thailand

  • United Kingdom

  • United States

*Only for Mainland China, users may use Changi Pay to pay at any Alipay acceptance points

** EEA countries (Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain; Sweden; Iceland, Liechtenstein and Norway)

Changi Pay is available as a feature in the Changi App. You are not required to download another app for Changi Pay. Changi App is available for download on the Apple App Store and Google Play Store.

For Android users, please ensure that both Google Play Services and Google Chrome are installed on your device. Additionally, Chrome must be set as your default browser for information to load properly in the Changi Pay app.

SIGNING UP FOR CHANGI PAY

 

Changi Pay is available as a feature in the Changi App. You are not required to download another app for Changi Pay. Please note that Changi Pay is currently only available to users with Singapore or Malaysia mobile phone numbers.

Regarding signing up for Changi Pay and using it in Singapore, kindly refer to the Changi Pay Guide.

For information on signing up for Liquid Account for the use of Changi Pay overseas via Alipay+, please see the Overseas Payment Guide.

You would need to

  1. Log in to your Changi Pay account within the Changi App

  2. Activate/Link your Liquid Account in Changi Pay

  3. Top up your Liquid Account via PayNow/PayLah

  4. When overseas, let the merchant know you would like to pay via Alipay (支付宝/Zhi Fu Bao in China)

      a. If the merchant requests for your QR code, select "Show my QR code" in the "Pay" page and present it to the merchant
      b. If the merchant presents you with a QR code, scan their QR code using the camera in "Pay"

For payment overseas, Liquid Account is required. Payment cannot be made via the credit card added into Changi Pay. 

If you face any issues while paying overseas, kindly reach out to us here, as we understand that merchants overseas might not be familiar / be configured with Alipay+ and its network of wallets currently and are working with our partners to improve on this experience.

Changi Pay is a feature available to Changi Account members, so having a Changi Account is required. To sign up, please visit the Changi Account registration page.

Changi Account is a digital service that allows you to connect and transact across Changi Airport’s digital portals using a single username and password. For more details, please refer to the Changi Account FAQ.

MY CHANGI PAY ACCOUNT

 

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.

This is an additional security measure to protect your payment information in Changi Pay.

This is an additional security measure to protect your payment information in Changi Pay.

If you have already registered your fingerprint or face to log in to Changi Pay, the 6-digit PIN acts as a backup option in the unlikely event that fingerprint or face ID log in does not work.

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.

LIQUID ACCOUNT

 

Liquid Account is the e-money account to be linked to your Changi Pay account for purposes of overseas payment. Liquid Account is issued and operated by Liquid Group. Liquid Account allows users to store e-money (top-up via PayNow) and use Changi Pay to make overseas payment at participating merchants via the Alipay+ network.

Kindly see the guide at the link below to set up your Liquid Account.

https://www.changiairport.com/en/shop/changipay/overseas-payment.html

The top up limit for Liquid Account are as follows:

  • a top-up limit of SGD5,000 and

  • each Liquid Account can hold up to SGD5,000 at any given time, and with a maximum spending limit of SGD30,000 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.

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.

Yes. Please download the Liquid Pay App from the Apple App Store or Google Play Store to transfer your money out.

1. Log in to your Liquid Account

2. Tap on "Transfer"

3. Under Transfer via PayNow, select Mobile Number

4. Enter the mobile number tied to your bank account

5. Enter amount you would like to transfer

6. Tap on "Transfer Now"

CREDIT/DEBIT CARDS RELATED

 

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

2. Select the “+” icon on the top right of the page to add your preferred card.

3. Key in your card details and submit when done.

* To ensure you are adding a valid credit card that belongs to you, there will be a one-time authorization charge of SGD1. This charge will be automatically refunded to you after the authorization. You may be redirected to your bank’s individual OTP page for authorization.

The SGD1 charge allows us to verify that you have added a valid credit card that belongs to you. The SGD1 will be automatically refunded to you once the verification is completed.

Yes. Your credit card details are stored in a dedicated, separate and secured vault managed by Liquid. Liquid complies to the Payment Card Industry Data Security Standard (PCI DSS) the industry standard for handling of credit card details. CAG does not store your credit card details separately.

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.

If you still encounter any problems, please check with your card issuing bank.

Currently we only accept MasterCard or Visa cards issued in Singapore. Other cards issued from other countries will be progressively rolled out.

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.

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 "CHANGIPAY/LIQUID PAY@MERCHANTS-EC" or similar under your card statement description.

VOUCHERS & DEALS

 

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

2. View available vouchers and select the voucher you are interested in.

3. View the voucher you are interested in

4. Select “Save Voucher” to save a voucher to your wallet.

5. Once the voucher is saved successfully, this page will appear.

*Kindly note that vouchers have limited quantity, and once it has run out, you will not be able to see it under "Deals".

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

2. Scan the QR code provided by the cashier for payment for the whole transaction.

3. Verify your total payable amount and select “Continue”.

4. Select the applicable voucher(s) to be used and credit card for payment, followed by “Pay”.

5. Once payment has been approved, you will be redirected to a payment success page.

Subject to the relevant voucher(s)’ terms and conditions, you may use multiple vouchers to make payment.

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 “Deals” tab from the bottom navigation bar.

2. View available vouchers and select the voucher you are interested in.

3. Select “View Terms & Conditions”

An expired voucher cannot be used, and its expiry date will not be extended.

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. To redeem your Changi Rewards e-Voucher, please follow the steps below.

1. Launch the Changi App & select “Rewards Card”

2. Select “Rewards Catalogue”

3. Select “Changi Rewards e-Voucher" forusage in Changi Airport Terminals ONLY or "Changi Rewards e-Voucher Flexi" for useage in Jewel & Changi Airport Terminals

4. Select the quantity of vouchers you would like to redeem and slide to redeem

PAYING WITH CHANGI PAY

 

QR code presented by Merchant:

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

2. Scan the QR code provided by the cashier on the Point of Sales screen or Handheld Device.

3. If required, key in the amount to be paid and verify your total payable amount and select “Continue”.

4. Select the applicable voucher(s) to be used and credit card/Liquid Account (if applicable) for payment, followed by “Pay”.

5. Once payment has been approved, you will be redirected to a payment success page.

 

QR code presented by Customer:

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

2. Select "Show my QR code" at the bottom of the screen.

3. Present your QR code to the merchant for them to scan.

4. Once successful, you will see the transaction details on your mobile device.

Yes, during payment your mobile device must have a stable internet connection to pay using Changi Pay.

Kindly refer to the voucher section in the FAQ.

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 your liquid account and activate PayNow via the setup process. Afterwhich top-up your liquid account via PayNow 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:

No, you do not need a credit/debit card. You would need to set up your Liquid Account and top-up money into that account to make payments.

Immediately inform the outlet staff where you made your purchase and request for a refund.

If that is not possible, you may send your refund request 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

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.

The Liquid Wallet also has a top-up limit of $999 SGD each time.

Yes, you may use Changi Pay on iShopChangi

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.

  • RMB35,000 per transaction, and

  • RMB350,000 in a year.

If you face any issues while paying overseas, kindly reach out to us here, as we understand that merchants overseas might not be familiar / be configured with Alipay+ and its network of wallets currently and are working with our partners to improve on this experience.

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.

OTHERS

 

Please proceed to https://rewards.changiairport.com/en.html to find out more about Changi Rewards.

Do not reveal your personal information to anyone (e.g Login Details, SMS OTPs, Credit Card details, Email details etc.). CAG will never ask you to share sensitive information (e.g password, credit card details etc.) via email or any other method. We also encourage you to keep your mobile phone safe by locking your mobile phone when not in use.

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.

There are no fees/commission imposed on Changi Pay users regardless of amount transacted locally or overseas.

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.