Forex - Other FAQ's

Other FAQ'S

What is a pre-authorization? What precaution should I take if a pre- authorization transaction has to be made on my Matrix Forex Card?

When you check into a hotel or rent a car using your Travel Card, the merchant may block a certain amount on your card.

What is the Matrix Forex Chip Card?

The Matrix Forex Chip Card is the new technology standard in payment which offers the highest level of security. This technology is mandatory in several foreign countries,especially those in Europe. The Chip inside your Matrix Forex Card helps protect against attacks by fraudsters in point-of-sale transactions.

What are the benefits of using a Matrix Forex Card?

Prompt Lost Card Assistance - Replacement card given upfront to cardholder with Instant activation in an event Primary card is misplaced/ stolen

What are the currencies in which EMV (chip) option is available?

The Chip Card is available only in USD, GBP, EURO and CHF currencies.

How is a Matrix Forex Chip Card better than a magnetic strip card?

The chip card is also known as EMV Card. EMV is the brand name of EMV Co. EMV stands for Europay MasterCard Visa. This organization has set the standards for payment cards with chip. Due to the increasing fraud and misuse with the payments done by magnetic stripe cards, the smart EMV cards have been developed according to the EMV standard in order to prevent fraud and misuse. This makes the chip card more secure against card fraud than cards that rely only on data encoded in a magnetic stripe on the back of the card.

Is a temporary block facility available on the card?

Yes, if you want to block the card temporarily, you can do so yourself through the Internet log-in or you may call our 24-hour Customer Care. You will need to follow a similar process to get the card active again.

How do I track my transactions from wherever I am in the world?

Web-based Access to Account Information:

Step 1: Logon to click on Cards & > click on Travel Card

Can I purchase more than one Matrix Travel Card?

In Same Currency: An individual can purchase and hold a single card of the same currency at any given point of time.

What are the minimum and maximum amounts I can load on my Travel Card?

Usage of your Matrix Forex Card should be in strict accordance with the regulations ofthe Reserve Bank of India and FEMA. You may load a minimum of 200 units of currency that you have chosen for the card.e.g. in the case of a USD Card, at least $200 have to be loaded, while for the GBP Card,at least £200 have to be loaded. You can load the card with any amount up to USD $10,000 or equivalent in other currencies in a financial year.If you are traveling for business purpose, you can load the card up to $25,000 or its equivalent in other currencies for every business trip*.

What is Dynamic Currency Conversion?

Dynamic Currency Conversion (DCC), also referred to as Cardholder Preferred Currency (CPC), is a service offered by merchants – not VISA - in some countries when you are traveling abroad. If you choose to use the DCC service, the merchant will convert the purchase price of goods or services at the point of sale from the currency in which the price (i.e., the merchant’s local currency) is displayed into another currency (i.e. your home currency) using an exchange rate that typically includes a service fee. We recommend NOT to opt for DCC settlement if offered by merchant at the time of payment of bills.

What conversion rates are charged at the time of purchase?

You can buy the Card at the foreign exchange rate prevalent on the day as offered by the Matrix branch. Similarly, for refunds, the prevailing exchange rate is applied.

If I am traveling to two different countries in one trip, can I get two different currencies loaded on the same card?

No. A Travel Card can be loaded with only one currency. However, you can take a card each for every currency that you want. You may also choose to carry a card in only one currency and use it worldwide, irrespective of the currency of the destination country. However, a card in one currency can be used to transact anywhere across the world

Can I buy more than one Matrix Forex Card?

You can buy one card for each currency.

Can I use the card in India?

No, you cannot use the card in India, Nepal and Bhutan. You can enquire the balance free of charge at ICICI Bank ATMs in India. The balance displayed would be in Indian Rupee equivalent. You can also generate a new ATM PIN at ICICI Bank ATMs free of charge.

Can I retain the foreign exchange on my Matrix Forex Card after returning to India?

You can retain the residual balance in the card only if it is less than $2,000. Refunds have to be claimed within 180 days from your date of arrival (as per RBI regulations). If you do not avail of the refund on time, the card would be suspended and you could face legal action.

What if I forget the ATM PIN of my Matrix Forex Card?

If you forget the ATM PIN, you may call our 24-hour Customer Care and request a new ATM PIN. After the Customer Care executive verifies your details, the new ATM PIN will activated and told via the phone.

What should one do to prevent unauthorized usage in case I lose the card?

The card comes with zero lost card liability after its loss being reported. Immediately report the loss of the card by calling up the 24 hour Customer Care. We would block the card from any further usage. On request, the Replacement Card can then be activated. In case the Replacement Card is also lost, a replacement card would be shipped to an address of the customer's choice.

Why would I need a replacement card?

You may need a replacement card if the primary card is misplaced or lost. A replacement card is available in the card kit at the time of purchase. The replacement card can be activated by calling up the call centre and requesting for balance transfer. Your ATM and net PIN can also be generated. Should you happen to lose both, the primary as well as the replacement card, you can ask for another replacement card that will be sent to your location.

Is the ATM/WEB PIN of the replacement card the same as the ATM/WEB PIN of the primary card?

No. You will receive a new ATM/WEB PIN on requesting the Customer Care.

Are Mail Order / Telephone Order / IVR based / Offline transactions allowed?

No. Mail Order / Telephone Order / IVR based / Offline transactions are not allowed on the Matrix Forex Card. Any transaction, which is done in an offline mode (Manual key entry) would be declined, as it does not get routed to the online system. If you need any other information regarding the Matrix Forex Card, please call our 24-hour Customer Care.

What should I do if my card is "swallowed" by the ATM?

ATMs are designed to prevent fraudulent transactions and may withhold your cardwhen you make multiple attempts to withdraw cash with an incorrect PIN. If this happens, please report it immediately. There should be a local helpline number displayed at the ATM or, if the ATM is next to a bank branch, you can contact the bank staff. You would be asked to identify yourself through relevant ID documents. If you are unable to recover your card, notify your bank immediately and request for blocking ofthe card to avoid any misuse.

What should I do if the amount I get from the ATM is incorrect?

Please inform your bank if you received an incorrect amount. This would typically be spotted by the ATM owner and the ATM owner will seek to adjust the transaction amount with your card issuer; hence making sure your account is debited with the correct amount.

If the merchant says that the card is not working, what is to be done?

Step 1: Ensure you using the Primary Card (and not the replacement card)

What is Global Customer Assistance Service (GCAS) provided to customers?

The Matrix Forex Card is backed by Global Customer Assistance Services as an extended arm to service our customers in emergencies.

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