Emergencies
Have an emergency? We are here to help!
- Sign Up Issues
- I'm unable to sign up for a GXS Savings Account and received an error message that says "It’s not you, it’s us", what should I do?
- I'm unable to sign up for a GXS Savings Account and received an error message that says "Sorry, your application was denied.", what should I do?
- I got the message "Sorry! Your MyInfo details are incomplete." when applying for a GXS Savings Account. What information is needed and what should I do?
- I tried to log in with Singpass but I was unable to access my GXS account. What should I do?
- My phone is jailbroken, why can’t I register it?
- Which browser should I use to launch the in-app browser, so that I can continue with my sign-up and login process?
- Why can't I register for GXS if my mobile phone does not have passcode protection turned on?
- Payment Issues
- In cases of unauthorised transactions, will I be liable for them?
- I had a payment failure due to insufficient funds. If I try again, will there be a duplicate payment?
- I made a wrong transfer. How do I recover my funds?
- I received funds from transactions that I don't recognise or think are erroneous. What should I do?
- I want to transfer money but it’s over my daily transfer limit. What should I do?
- I’d like to appeal against your assessment of the unauthorised transaction(s) which I've reported to you. What should I do?
- I’d like to report an unauthorised / erroneous transaction. How should I proceed?
- There was a transaction failure during two factor (2FA) authentication. How do I resolve this issue?
- What happens after I report an unauthorised transaction to GXS?
- What is the difference between an unauthorised transaction and an erroneous transaction?
- Why was my funds transfer rejected by the other bank?
- Why was my incoming / outgoing payment rejected?
- Security Issues
- How do I report an alleged fraud attempt or scam?
- How do I report an email, social media handle, website or application impersonating GXS?
- How do I report fake platforms impersonating GXS? (Email/Social media/Website/App)
- How do I report phishing email or messages, claiming to be from GXS, requesting for my GXS login credentials?
- I did not make this transaction, what should I do?
- How do I report phishing emails or messages from GXS Bank requesting for my login credentials?
- I’ve lost my phone, what should I do?
- What should I do if my phone got infected with malware, leading to the loss of my GXS Account credentials?
- What happens after I file a police report and submit it to GXS?
- Why do I need to file a police report?
- Login Issues
- How do I unlock my GXS Bank account?
- I can’t log in to my GXS app by using passcode or biometrics. What should I do?
- I did not receive an email OTP when trying to login using a new device, what should I do?
- I did not receive an SMS OTP when I tried to log in to a new device. What should I do?
- I just changed my phone but I can't access the GXS app. What should I do?
- I tried to log in to the GXS app, but there is an error: "Something went wrong, please try logging in later". How do I proceed?
- I tried to reset my GXS PIN with my Singpass account or my NRIC number but I was unable to access my GXS account. What should I do?
- Why does my app crash when I try to log in on my Android phone? I can only log successfully on my second try.
- Why is my GXS app locked?
- Malware Threats
- Does GXS collect and store data from my device to detect malware and access my app usage?
- How does GXS detect malware on my device?
- How do I change the accessibility settings for third-party apps that I have downloaded on my device?
- How do I keep up-to-date on the latest scams?
- How do I turn off live screen sharing or mirroring on my device?
- If there are suspected malware(s) on my device, how do I remove the malware(s)?
- What are these security vulnerabilities?
- What are ‘Accessibility’ services and how do hackers exploit them?
- What data does GXS collect from these security measures?
- What should I do to protect myself from malware?
- When will the enhanced security measures take effect?
- Why is GXS restricting access to the GXS app?