Customer service
Q1: What are the DeCard Luminaries customer service hours? Monday to Friday, 9:00 AM – 6:00 PM
Q2: How can I contact DeCard Luminaries customer service?
Via our Telegram: https://t.me/DeHelpVIP_Bot
Via the Luminaries hotline: +65 6589 6000
Or through the Decard app: Account > Contact Us, which will redirect you to the Luminaries Customer Service Telegram page.
Q3: What should I do if there are unusual transactions or if I need to temporarily lock my card?
During customer service hours, you can contact our customer service team.
Outside of customer service hours, you can go to App > Card > Freeze.
Q4: Is there a verification process required to access personal information? Yes. Q5: What information is required for the standard verification process? Verification consists of: 1 Primary Question + 2 Secondary Questions + WhatsApp OTP
Primary Question: Date of Birth / Billing Address
Secondary Questions: Phone Number / Email Address / Date of the last successful transaction made on the card
WhatsApp OTP: (If the phone number is no longer in use or unable to receive the OTP, an additional secondary question will be asked.)
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