Question 1

What should I do if I have a transaction dispute?

Accepted Answer

If you have any of the types of transaction disputes listed below, please fill in this form, attach any supporting evidence and email it to support@vircle.com within 21 days from the transaction date. In the event the fraudulent transaction is reported after 21 days, we will not be liable for any losses incurred.

Question 2

I don't recognise a payment / I don't think I made this transaction

Accepted Answer

If you notice any unrecognized payments, please freeze your card in-app to keep your money safe immediately.

Here are some possible reasons why you don’t recognize payments: 
● Some merchants tend to have different trading names (as seen in the transactions history report) than their brand names. You may check this by running a Google search to confirm.  
● Ensure that your card was not used by a friend or family.  
● If you’ve been wrongfully charged by your merchant, please contact your merchant immediately or check what you have been charged for.

If you believe that this is a fraudulent transaction, please fill up this form, attach any supporting evidence and email it to support@vircle.com within 21 days from the transaction date. In the event the fraudulent transaction is reported after 21 days, we will not be liable for any losses incurred.

If you're still having problems, please chat with us via our customer care here.

Question 3

My transaction was cancelled but the money has not been refunded

Accepted Answer

Once the merchant has cancelled your payment, you'll receive your refund after a maximum of 14 business days. If you haven't received your money by then, please fill up this form, attach any supporting evidence and email it to support@vircle.com within 21 days from the transaction date. In the event the fraudulent transaction is reported after 21 days, we will not be liable for any losses incurred.

Question 4

I was charged an incorrect amount

Accepted Answer

Please reach out and arrange a refund with the merchant that has incorrectly charged you. If you are still facing issues with the refund process, please fill up this form, attach any supporting evidence and email it to support@vircle.com within 21 days from the transaction date. In the event the fraudulent transaction is reported after 21 days, Vircle will not be liable for any losses incurred.

Question 5

How do I request a refund if I want to close my wallet account?

Accepted Answer

If you, as the wallet owner, will no longer be using Vircle and wish to request a refund of your remaining balance, please complete the close account form.

Please note that withdrawals are only allowed to local Malaysian bank accounts. If the bank account that you wished to make the withdrawal to does not have the same name and ID Number of Vircle principal account holder, you will be required to provide an authorization letter.

No fee will be charged to process such refunds. Please expect 7-14 working days for your refunds to be processed.

V I R C L E

Help / Transactions, Cancellations and Refunds

Soalan Lazim

What should I do if I have a transaction dispute?

I don't recognise a payment / I don't think I made this transaction

My transaction was cancelled but the money has not been refunded

I was charged an incorrect amount

How do I request a refund if I want to close my wallet account?