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NetsPay hit by glitch on launch day as DBS, POSB users face difficulties setting up mobile wallet

SINGAPORE – Just hours after NetsPay was officially launched on Friday (Oct 20), the new mobile wallet app was hit by a glitch that affected some DBS and POSB users.

NetsPay hit by glitch on launch day as DBS, POSB users face difficulties setting up mobile wallet

The official launch of NetsPay on Oct 20, 2017.

SINGAPORE – Just hours after NetsPay was officially launched on Friday (Oct 20), the new mobile wallet app was hit by a glitch that affected some DBS and POSB users.

Users reported problems registering their ATM cards on NetsPay and received an error message after they were asked to key in their ATM Pin numbers. The message read, “Error 29 – 993. Transaction unsuccessful. Please try again.”

Writing on their Facebook page on Friday afternoon, electronic payments company Nets said that users may experience problems registering their bank cards on NetsPay. They added that they are investigating the cause and are working to restore service as soon as possible.

In response to media queries, a DBS spokesperson said some DBS and POSB customers may have experienced difficulties while using NetsPay earlier today.

“We encountered an issue with the card provisioning service,” she said. This issue was resolved at about 3:30pm on Friday.

“We apologise for any inconvenience caused,” added the spokesperson.

Users of some seven million DBS and POSB Nets-enabled cards were among the first to be able to download and start using the app on Friday, which allows them to “digitise” or store their Nets ATM bank cards in their mobile phones.

According to Nets, the app was downloaded more than 6,400 times today.

The other five participating banks – OCBC, UOB, Maybank, HSBC and Standard Chartered Bank – will provide details on NetsPay at a later date.

Those using near field communication-enabled phones can simply tap their phone on the Nets terminal to make payment, if they set NetsPay as their default payment app.

For all other phones and Apple Pay enabled iPhones, users can open the NetsPay app and select “Scan Code” before scanning the Nets QR code to complete the payment. Apple Pay allows customers to use their Apple mobile devices to tap and pay via contactless payment terminals.

Mr Gilbert Teo, 54, was among those who tried setting up NetsPay on his mobile phone. The personal assistant, who was in Bali then, said he tried registering twice but failed and thought it was due to his overseas location.

He added that he tries to use contactless payment modes where possible – such as Apple Pay, Pay Anyone and Pay Lah! – and was looking forward to trying out the new mobile wallet by Nets.

Another user, public relations consultant Oo Gin Lee, 48, said he was a little disappointed that the company and bank did not make sure the app was working properly before launching it.

But the former tech journalist said it was not unexpected given that this is a new product. “It’s something new, if it doesn’t work, no problem, my life goes on… This is an alternative payment model they are trying out, if it doesn’t work, it’s (okay),” he added.

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