Frequently Asked QuestionsFrequently Asked Questions

Frequently
Asked Questions

  • About Aleta Planet
  • Getting an AP-1 account
  • Account Activation
  • Deposit process
  • Using my AP-1 account
  • Remittance
  • Issues with my transactions
  • Logging in to the member website
  • Security
  • My profile
  • Fees

Who is Aleta Planet?

Aleta Planet is a direct acquirer and issuer of UnionPay International, offering cross-border, multi-currency transactions safely and securely. As a global payment facilitator that interconnects different payment options and types, Aleta Planet prides itself on simplifying efficient online payments. We provide payment services under the Payments Services Act 2019, regulated by the Monetary Authority of Singapore.

More information can be found on https://www.aletaplanet.com/about-us/.

What is an AP-1 account?

It is a virtual UnionPay International debit account issued by Aleta Planet for all your payment needs. You can use the virtual account to pay any of the 52 million merchants that accept UnionPay in over 178 countries. Transactions are processed and protected by UnionPay International rules and standards.

We offer both personal and business accounts, depending on your needs.

What are the different types of accounts available?

We issue both personal and business virtual debit accounts.

What are the benefits of holding an AP-1 account over a credit or debit account?

The AP-1 account has no minimum income requirement. Simply deposit the amount you wish to spend. You do not need to worry about late payment penalties or hefty interests on outstanding balances.

How are my funds protected?

The funds in your AP-1 account are deposited into a dedicated customer segregated account held by us. This means that your money will be stored separately from Aleta Planet's own company bank account and safeguarded accordingly.

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.

How do I apply for a personal account and what are the documents required?

Simply download our app from Apple Store or Google Play Store, and register your account with us. Once registered, select 'Apply' from the home screen and choose the account you want.

For Singaporeans and pass holders, you can apply via MyInfo, using SingPass. No submission of documents is required for the application.

Foreigners will have to upload their passport copies and proof of address (such as utility bills, government letters, etc), and a selfie video for liveliness check (not applicable for business accounts).

How do I apply for a business account?

Please email us at account@aletaplanet.com, and our client services team will assist you accordingly.

How can I download the app?

You can download our app directly from Apple Store or Google Play Store.

For iPhone users, our application requires the system to be updated with an IOS version of 9.0 or later and a phone screen size of 4.7 inches and above.

Why do you need to verify my identity?

This is one of our measures against corruption, fraud and other illegal activities. As a financial institution, we are required by law to verify and know who our users are. This policy is in line with a financial regulation commonly known as 'Know Your Customer’ (KYC) or ‘Customer Due Diligence' (CDD) and is the process of a business verifying the identity of its clients.

What is the minimum age requirement to open an account?

We require our users to be at least 18 years old to apply for an AP-1 account.

Can I check the status of my application?

You will receive a notification on your phone once your application is successful. You can also check your application status on the AP-1 app.

Simply go to your Wallet and select the account that you have applied for. Your application status will be reflected accordingly.

Can I apply for a supplementary account for my AP-1 account?

No. At the moment, we do not issue supplementary accounts.

I have an existing AP-1 account. Can I apply for a second one?

We will issue only one AP-1 personal account for each customer.

What are the currencies supported?

The currencies supported currently are SGD and USD. We will continue to integrate more currencies soon.

Can I use the account locally to enjoy local UnionPay promotions?

Yes. As a UnionPay account holder, you are eligible to enjoy promotions offered by UnionPay locally and globally.

Will my account expire?

Yes. The account has a validity period and the expiry date is indicated on the card face. Simply tap on the virtual card face and the expiry date will be displayed to you upon verification.

What if I forget to renew the account before the expiry date?

A reminder will be sent to you closer to the expiry date and you may choose to auto-renew your account.

Why do I need to activate my new AP-1 account before use?

Activation is an important safety feature to prevent any unauthorised use of your account.

How do I activate my AP-1 account?

To activate your account, please follow the steps below:

  • Select the account to be activated from your Wallet.
  • You will be prompted to make payment for your membership and annual fee, where applicable.
  • Upon successful payment, you will be prompted to set an Account PIN.
  • A pop-up message displaying "Account PIN has been set successfully! Account activated" will appear upon the successful account activation.

Can I use my AP-1 account immediately after activation?

Yes. You will be able to use your AP-1 account after you have activated and made a deposit.

Do I need to activate my AP-1 account immediately

You may activate your AP-1 account anytime, at your convenience.

I am currently overseas. How can I activate my AP-1 account?

You may activate your AP-1 account anywhere using your mobile phone.

How do I deposit funds into my account?

Personal account

You can deposit funds into your account via your AP-1 app, using PayNow, bank transfer, credit or debit card. Simply open the app and select "Deposit" from the home screen.

If you are a Singapore resident, you will need to provide your bank account details when making a deposit for the first time. This facilitates our return of funds to you in respect of the stock cap of SGD 5,000 and annual flow cap of SGD 30,000, as prescribed by the Monetary Authority of Singapore. For personal accounts, your account should not hold more than SGD 5,000 by the end of each day (Singapore time) and you cannot transfer more than SGD 30,000 to your account each year.

Business account

Your business account will be deposited by your company's administrator.

How do I make a deposit via PayNow?

To deposit by PayNow, simply open the app and select "Deposit" from the home screen.

  • Select “PayNow” and indicate the “Deposit Amount” and click next.
  • Save the QR code and scan it with your banking app.

Once we have received your funds, your account balance will be updated immediately and you will receive a notification.

How do I make a deposit via bank transfer?

To deposit by bank transfer, simply open the app and select "Deposit" from the home screen.

  • Select “Bank Transfer” and indicate the “Deposit Amount” and click next.
  • Save the “Bank Transfer Instruction”.
  • Follow the instruction to deposit through your bank and quote the unique billing reference number provided in the instruction, so that we know that the transfer is from you.
  • Once we have received your funds, your account balance will be updated and you will receive a notification.

How do I make a deposit via my credit or debit card?

To deposit by credit or debit card, simply open the app and select "Deposit" from the home screen.

  • Select “Credit / Debit Cards” and indicate the “Deposit Amount” and click next.
  • If no credit or debit card was added previously, select the “+” sign at the top right of the screen to add your card accordingly.
  • Once you have confirmed the amount to deposit, please input your Aleta Planet Payment Pin for verification before we continue to complete the deposit process.
  • Upon approval, your account balance will be updated immediately and the funds will be available for your use by the next business day.

What currencies can I deposit in?

You may deposit in SGD or USD.

Will I be charged for a deposit?

Please refer to our Fees and Charges Guide on our website. Currently, charges are waived for deposits using PayNow and bank transfer.

Can I make a deposit by cheque, cash or WeChat?

No. Currently, all deposits are only available via PayNow, bank transfer, credit and debit cards.

How long does it take to complete a deposit?

Once we have received your funds, the deposit process will take no more than 1 business day.

What if I entered the wrong reference number?

Please email us immediately at account@aletaplanet.com so that we can verify that the payment comes from you. You will need to attach a copy of the bank transfer as proof and the last 4 digits of the account number that you intend to transfer to.

Please indicate on the subject header of your email as "Deposit: Wrong Reference Number".

Is there a maximum deposit limit for my AP-1 account?

For Singapore residents

Your personal account balance cannot exceed SGD5,000 at any one time, regardless of the number of personal accounts you are holding with Aleta Planet. For example, if you hold both the AP-1 and Nestia accounts, the total balance of the 2 accounts cannot exceed SGD5,000.

At the same time, the total amount that you may deposit must not exceed SGD30,000 per calendar year. Please refer to regulation 18 of the Payment Services Regulations 2019, available onhttps://sso.agc.gov.sg/SL/PSA2019-S810-2019?DocDate=20191205.

For non-Singapore residents and business customers

There is no deposit limit.

Is there a minimum deposit amount?

Yes, there is a minimum deposit amount of 50 SGD or USD dollars

How long will it take if I use Telegraphic Transfer (TT) to deposit into my account?

Once we have received your funds, it will be credited into your account within 1 business day. As to when the funds will reach us, it is subjected to the sender and receiving bank.

How do I use my AP-1 account?

Simply deposit funds into your account and start making purchases. You can shop at any in-store merchant that accepts UnionPay cards, QR payments or the AP-1 App.

You can transact at any e-commerce site by keying in your account details.

In addition, you may also add your AP-1 account into Huawei Wallet for in-store contactless payment.

Need to transfer funds to another Aleta Planet account? Simply select “Fund Transfer” and indicate the phone number of your recipient. Funds will be transferred instantaneously without any charges.

By selecting “Remittance” from the home screen, you can also remit funds overseas to another UnionPay account. Additional charges may apply.

The account number on the card is masked. Where can I find my account number, expiry date and CVN for my ecommerce transactions?

Tap on the masked account number on the card face. After verification, your account number, expiry date, and CVN will be displayed.

You can then use these details for any e-commerce transactions. Please remember to keep this information confidential.

How do I pay for my in-store purchase?

In-store purchase

You can pay using the AP-1 app at any UnionPay merchants accepting QR payments.

If the merchant displays a QR code:

  • Select the card you wish to pay from on the home screen.
  • Tap “Scan” and enter your Payment Pin for verification.
  • Ensure that the QR code is captured within the frame.
  • Key in the amount and tap “PAY”.

If the merchant requires you to present your QR Code for payment:

  • Select the card you wish to pay from on the home screen.
  • Tap “PAY” and enter your Payment Pin for verification.
  • Display your QR code to the merchant for payment.

In addition, you may add your AP-1 account to Huawei Wallet for QR or contactless payments at all UnionPay merchants accepting QR or contactless payments.

Can I use AP-1 virtual card to top up or pay to a WeChat Pay or Alipay wallet?

The AP-1 card cannot be used to top up or pay into a WeChat Pay or Alipay wallet. At present, you are unable to top up funds or pay to another WeChat Pay / Alipay wallet unless you have a Chinese bank account linked to your WeChat Pay / Alipay wallet. However, you may use AP-1 to remit funds to the UnionPay account number that is tagged to your intended recipient's WeChat Pay / Alipay wallet. If you can obtain the recipient's UnionPay account number, remittance may be done through the 'Remit' function in the home screen of the AP-1 app.

Can I use AP-1 virtual card to pay for purchases on Taobao or 1688.com?

The AP-1 card can only be used to pay for purchases on websites that accept UnionPay cards. However if these websites or suppliers are able to provide their UnionPay account number, you would be able to make payment through remittance. Remittance may be done through the 'Remit' function in the home screen of the AP-1 app.

Can I bind my AP-1 virtual card to my WeChat Pay or Alipay wallet?

The AP-1 card cannot be bound to a WeChat Pay or Alipay wallet. However, if you have the UnionPay account number of the other party whom you wish to transfer funds to, you may use the 'Remit' function in the home screen of the AP-1 app to do so.

How do I add my AP-1 account into Huawei Wallet?

  • Download Huawei Wallet from Huawei App Gallery.
  • Select the “+” on the top right-hand corner and choose “Bank Cards”.
  • 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.

Is there any transaction limit?

You may set a daily limit and/or transaction limit to your preference. The default value is set as $1000 SGD or 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 “Transaction limit” and set the limits for SGD and USD accordingly.

However, if you choose to pay by displaying your QR to merchant to scan, there is a maximum transaction limit of SGD1000.

What is the purpose of PIN Bypass?

As an added security measure, you will need to enter your Payment Pin twice when you choose the “PAY” function so that we can:

  • Verify you before generating the QR code for the merchant to scan.
  • Seek your confirmation on the amount that the merchant is charging.

You can bypass the second Payment Pin request for amount SGD200 or less by following the below steps:

  • Tap on “Wallet”.
  • Select the account that you wish to update.
  • Select “Transaction Limit”.
  • Select “PIN Bypass Setting”.
  • Tap on the button next to “PIN Bypass Payment” to enable the setting and enter your desired amount.

How do I enable/disable the PIN Bypass setting?

To enable/disable the PIN Bypass setting, simply follow the steps below:

  • Tap on “Wallet”.
  • Select the account that you wish to enable/disable for.
  • Select “Transaction Limit”.
  • Select “PIN Bypass Setting”.
  • Tap on the button next to “PIN Bypass Payment” to enable/disable the setting and enter your desired amount.

Which currencies can I transact in? Are there any global restrictions?

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 in that currency from your wallet. Otherwise, currency exchange will be carried out as you purchase, and the amount will be deducted from your account.

How do I inquire about my transaction details?

You may inquire about your transaction details by selecting "Transaction" from the home screen.

How do I check my AP-1 account balance?

You may check your AP-1 account balance by selecting “Wallet”, then "Account Overview" of the respective account from the home screen.

Do I need to maintain a minimum balance in my AP-1 account?

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

Can I perform ATM cash withdrawal from my account?

No. Cash withdrawals are currently not supported.

Can I use my AP-1 account overseas?

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

What are coupons used for?

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.

How do I get coupons?

Simply tap “Coupon” from the home screen and select your desired coupon. Tap “Grab it now” to save it into “My Coupons” for future use.

How do I redeem my coupons?

Simply tap “Coupon” from the home screen and follow the steps below:

  • Select “My Coupons”.
  • Select the desired coupon to use and tap “Redeem Now”.
  • Present your QR code to the merchant and select the account you wish to pay from.

Can I transfer my account balances to another AP-1 account?

Yes, you may transfer your balances instantly to another Aleta Planet account. Please follow the following steps:

  • Select “Wallet” from the home screen.
  • Select “Fund Transfer”.
  • Select the account that you want to transfer to. If you need to add in a new account, select “Fund Transfer” on the top menu bar.
  • Input the recipient’s mobile number and amount to be transferred.

If the recipient has more than 1 account with Aleta Planet, you will need to know the last 4 digits of his account number in order to select the right account to transfer to.

Can I transfer my AP-1 account balance back to my own bank account?

You may request for a fund return from your AP-1 account balance to your bank account upon termination of the account, if you have registered your bank account details with us. Additionally, we support transfers of balances back to your registered bank account, once a month for free.

To request the fund return, please follow the following steps:

  • Select “Wallet” from the home screen.
  • Select “Fund Return” from the respective account.
  • Enter the amount required.
  • Provide your bank account details if you have not provided it before.

For business accounts, please contact your company's administrator for any fund transfer request.

How do I add in my own bank account to transfer back my balances?

To add a bank account, please log in to your AP-1 app and follow the steps below:

  • Select "Me" from the home screen.
  • Select "Bank & Card".
  • Select "Add bank account" and follow the instructions accordingly.

How do I change my own bank account details to transfer back my AP-1 balance?

Please log in to your AP-1 app and follow the steps below:

  • Select "Me" from the home screen.
  • Select "Bank & Card".
  • Select the relevant bank account and tap on “Edit” to update the relevant bank account details.
  • Select "Done”.

Can I make a transfer to my friend's bank account?

No. Transfers to other bank accounts are currently not supported.

How do I remit money?

To remit money, please follow the steps below:

  • Select “Remittance” from the home screen.
  • Select “Recipient” from “Frequent Payee” or create a new payee.
  • Select the account you wish to remit from.
  • Enter the amount.

Confirm the details for the remittance and submit your request. Additional charges may apply.

What are the countries and banks that I can remit money to?

When completing details of the new payee, the countries that you can remit money to will be displayed as a dropdown list when you update the “location of the payee bank”. The banks that you can remit to will be displayed as a dropdown list under “Bank Name” based on the country you have selected earlier.

Is there a maximum amount that I can remit?

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).

I can’t remember a transaction that I’ve made. How do I check the full details of a charge on my statement?

You may inquire about your transaction details by selecting "Transaction" from the home screen. Tap on the transaction itself to see the details.

I don't recognise a transaction.

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.

I've been charged more than once for the same transaction.

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

What if I’m sure I didn’t make a transaction on my statement?

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".

I would like to request a refund for my purchase.

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".

Why is my account number printed on the receipt different from my actual account number?

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 to the account number in their records.

Is there an online website to access my account details if I do not have my mobile app?

You can log in to our online member platform on http://member.aletaplanet.com/login to:

  • Report loss of account;
  • Lock your account;
  • Enquire about your account balance;
  • View all transactions;
  • Perform deposits into your personal account.

I was prompted to input a digital token when I tried to log in to the online website. What is a digital token?

A digital token is a verification code with a validity period.

When you access our online member platform(http://member.aletaplanet.com/login), you are required to enter a digital token. The digital token can be sent via email or displayed on your AP-1 app.

How do I request for a digital token?

You can request for a digital token to be sent to you via email by selecting the option on the member platform login page.

You can also generate the token directly from your AP-1 app on the sign in page. Select “Digital Token” and follow the steps accordingly. A verification code with validity period will then be generated and displayed for your use.

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 home screen.
  • Activate "Lock Account".

What should I do if I forget my login password?

Please select "Forgot password" from the login screen and follow the steps to reset your password.

How do I change my login password?

Please log in to your AP-1 app and follow the steps below:

  • Select "Me" from the home screen.
  • Select "Security".
  • Select "Login Password" to change your password.

What should I do if I forget my Payment PIN?

Please log in to your AP-1 app and follow the steps below:

  • Select "Me" from the home screen.
  • Select "Security".
  • Select "Payment PIN".
  • Select "Forgot Payment Pin" to reset your PIN.

How do I change my Payment PIN?

Please log in to your AP-1 app and follow the steps below:

  • Select "Me" from the home screen.
  • Select "Security".
  • Select "Payment PIN" to change your PIN.

How do I enable Touch ID for payment?

Please log in to your AP-1 app and follow the steps below:

  • Select "Me" from the home screen.
  • Select "Security".
  • At the "Touch ID pay", swipe to enable.
  • Enter your Payment PIN to authenticate.

How do I disable Touch ID for payment?

Please log in to your AP-1 app and follow the steps below:

  • Select "Me" from the home screen.
  • Select "Security Management".
  • At the "Touch ID pay", swipe and select "disable".

How do you contact me?

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

How do I change my mobile phone number?

Please log in to your AP-1 app and follow the steps below:

  • Select "Me" from the home screen.
  • Select "Security".
  • Select "Mobile Number".
  • Select "Change mobile number" to change your mobile number.

How do I change my email address?

Please log in to your AP-1 app and follow the steps below:

  • Select "Me" from the home screen.
  • Select "Security".
  • Select "Email".
  • Select "Change email" to change your email address.

How do I update my personal information (e.g. residential address)?

If you have recently renewed your passport or changed your residential address, please log in to your AP-1 app and follow the steps below:

  • Select "Me" from the home screen.
  • Select "Identity".
  • Select “Update” and upload the required supporting documents to facilitate this update.

For other changes (e.g. change of name), please email us with the relevant supporting documents ataccount@aletaplanet.com.

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 virtual account anywhere in the world, you may reach out to UnionPay International's Overseas Service Hotline for assistance.

If the country you are in 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; +86-21-52295600.

What do you do with my information?

As a financial institution, Aleta Planet is required by law to obtain your personal and transactional information. The security of your information is important to us and we will take reasonable steps to protect your it against unauthorised disclosure.

What are the fee charges?

Please refer to the Fees and Charges Guide on our website.

How are the membership and annual fees billed to me?

During the activation of your account, you will be prompted to make payment for your membership and annual fees where applicable. You can choose to pay by PayNow or by debit / credit card.