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FAQ

frequently asked questions

General Enquiries
Where can I give my feedback?

You can provide your feedback via our Feedback Form or email us at support@maxi-cash.com

I would like to find out more about job openings and career opportunities.

Maxi-Cash has a diverse range of job opportunities available. View all the current positions available and join us at the forefront of financial services and retail industry today.

For other enquiries about job openings, please drop us an email at recruitment@aspial.com. Only shortlisted candidates will be contacted.

I would like to contact your marketing team for media requests.

For press related inquiries, please reach out to us at support@maxi-cash.com.

Business Opportunities

For potential collaborations, please reach out to us at support@maxi-cash.com.

E-Shop Enquiries
Do I need to register an account to place an order?

Yes, you need to register an account in order to place an online order at Maxi-Cash e-Shop. Having an account also allows you to keep track of your purchase history and current orders, as well as wish lists.

What if I forgot my account details?

If you have forgotten your password, you can recover it in the login section. We will send you a link to reset the password.

What methods of payment do you accept?

All payments are processed through Red Dot Payment, which accepts all major debit and credit cards. If your card is authorized, payment will be processed immediately, and you will receive an email confirming that the order has been successful.

What will you do with the personal details collected from all online orders?

We are committed to protecting the security and confidentiality of your information so as to provide you with a safe and secure online environment.

We collect personal data only when you provide it to us, through emails, inquiries and requests, and similar situations in which you have chosen to provide the information to us.

Find our more about our privacy policy and procedures taken to safeguard your privacy.

Is my package insured?

Please be assured that all purchases are insured whilst in transit from Maxi-Cash to the designated shipping address. The recipient will be required to sign and acknowledge receipt of items upon delivery or collection from which the risk of loss of sale item is passed on to the receiver.

What are the delivery options available?

Due to the nature of our products, the delivery options available are as follows: 

  1. Courier Delivery
  2. Self-Collection at your preferred Maxi-Cash store
What are the charges for delivery services?

We offer complimentary local delivery for all orders. All delivery will be made within 3 to 5 working days (Mondays – Fridays, excluding weekends and public holidays), upon order confirmation.

Currently, we only deliver to Singapore addresses. Please note that Maxi-Cash does not deliver to restricted areas. To view the list of restricted zones, please click here.

For delivery services, our appointed courier partner will require a handwritten or electronic signature from the recipient to confirm the delivery of each product, at which responsibility for the purchased goods is passed on to the recipient.

Will there be an additional charge for redelivery?

Additional charges for redelivery will be applicable after one unsuccessful delivery attempt.

Is self-collection available?

Self-Collection is available at your preferred Maxi-Cash store.

Please indicate your preferred Maxi-Cash store for self-collection at the comments section upon check-out. A notification email from Maxi-Cash will be sent to you once your order is ready for collection at the preferred store.

How long will my order take to arrive?

All orders including self-collection will take 3 to 5 working days for packing and shipping. A notification email will be sent to you once your order has been shipped.

What is the return policy for my online purchases?

Please note that there is strictly no return and no refund on orders made on Maxi-Cash e-Shop.

What is the exchange policy?

Maxi-Cash accepts exchange for online orders made on Maxi-Cash e-Shop. All requests for exchange must be made known to us within 7 days of receipt of the order, on NETT price purchase. For such requests, kindly send us an email at support@maxi-cash.com or file a request via our Contact Us with your order number as the email subject and we will get back to you soon.

All purchased timepieces / bags/ jewellery may be exchanged for other items equivalent or lesser value. Should the exchange item be of a higher value, you will be required to top up the difference.

Criteria for exchange includes:

Item in original condition, unused and unaltered in any way;
All original tags and packaging intact;
Original invoice must be produced.

Maxi-Cash reserves the right to reject, at its sole and absolute discretion, any exchange requests, if any of the above conditions are not met.

There are defects on my items. What should I do?

For any damaged items, please contact Maxi-Cash immediately at support@maxi-cash.com. Reports must be made within 24 hours from time of receipt.

Pawn Enquiries
What are the branded bags accepted for pawn?

We accept the following branded bags for pawning:

Branded Bags – Louis Vuitton and Chanel

  • Maxi-Cash Outlet
    • HarbourFront Centre
    • Lucky Plaza (B1-12/14) 
    • Northpoint City
    • Tampines MRT
    • Tiong Bahru Plaza
    • Waterway Point
What items do you accept?

We accept gold bars, gold jewellery with minimum 9K gold content, gold jewellery with gemstones, platinum jewellery, diamond jewellery and luxury timepieces. For more enquiries regarding the various brands accepted, please contact us at support@maxi-cash.com

Which are the branded timepieces accepted for pawn?

We accept a variety of luxury timepieces:   

Rolex – All stores

Branded Timepiece – Omega

  • Maxi-Cash Outlet
    •  61 Serangoon Road 
    • Choa Chu Kang MRT 
    • Clementi 
    • HarbourFront Centre 
    • Hougang 
    • People’s Park Complex Seng Kang MRT 

 

For other brands, please visit Maxi-Cash HarbourFront Centre:  

  • Other Branded Timepiece:
    • Breitling 
    • Bvlgari 
    • Cartier 
    • Chanel 
    • Franck Muller 
    • Hermes 
    • IWC 
    • Montblanc 
    • Panerai 
    • Tag Heuer 
    • Tiffany & Co.
    • Tudor
What is Down-loan?

Down-loan is the process of reducing your loan amount together with each interest payment. You can find out more about our down-loan services at any Maxi-Cash store or via Maxi-Cash App.

Can I pay for Down-loan using credit card?

According to the regulations of Monetary Authority of Singapore (MAS), credit cards are considered as loan facility offered by banks. As such, down-loans cannot be paid using another loan facility.

When is the final date for renewal of pawn ticket?

The date is indicated on the right side of the pawn ticket labelled “Date of Expiry”.

When is the final date for redemption of my items?

The date is indicated on the right side of the pawn ticket labelled “Date of Expiry”.

I have received the Letter of Forfeiture and would like to request to extend the expiry date.

According to regulations, the date stated on the Letter of Forfeiture is the final date and there is strictly no further extension. All unredeemed articles will be forfeited 30 days after the notice of forfeiture has been sent out to the pawner.

iPayment Enquiries
Do I need an account to use the Maxi-Cash App?

Yes, an iPayment account is required to use our app. Kindly note that the iPayment account is different from the login account used for Maxi-Cash e-Shop.

How do I register for iPayment account?

For first-time registration of the iPayment account, please visit your nearest Maxi-Cash stores. Find a store here.

Alternatively, you can download Maxi-Cash App and register online. Do note that an active email address and mobile number is required upon registration.

Can I use Maxi-Cash App overseas?

Yes. Please ensure your mobile number can receive the one-time password (OTP) via SMS upon first-time registration or when you are making payments via credit / debit cards.

Can I still register if I do not have a Singapore registered mobile phone number?

Yes, you can register using a foreign number, as long as SMS service is available. A one-time password (OTP) will be sent via SMS.

What else can I use with Maxi-Cash App?

Enjoy safe and shopping experience, online valuation, instalments with Maxi-Cash App.

What should I do if I forgot my account details?

Your username is the same as the email address used to sign up for iPayment. If you have forgotten your password, you can recover it in the login section. We will send you a link to reset the password.

What is Down-loan on Maxi-Cash App?

Down-loan is the process of reducing your loan amount together with each interest payment. You can find out more about our down-loan services at any Maxi-Cash store or via Maxi-Cash App.

What is the minimum / maximum that I can down-loan from Maxi-Cash App?

Down-loan is the process of reducing your loan amount together with each interest payment. Depending on your outstanding loan amount, the down-loan amount will be automatically calculated.

Can I pay for Down-loan using credit card?

According to the regulations of Monetary Authority of Singapore (MAS), credit cards are considered as loan facility offered by banks. As such, down-loans cannot be paid using another loan facility.

What are the payment options available on the Maxi-Cash App?

We accept payment via PayNow, MaxiPAY, debit and credit cards such as VISA or MasterCard.

Will there be charges such as transaction fee, service fee, etc?

Yes, an administrative fee will be imposed by your payment provider. You are advised to check with the card-issuing bank for more information.

Can I use Maxi-Cash App to pay for my interest any time of the day?

Yes, you can pay interest online at any time. Daily maintenance is conducted between 11.45pm – 11.59pm to ensure stability of the Maxi-Cash app. During this period, all ticket renewals will be paused, and payment processing will not be available.

Where can I find and download the Maxi-Cash app?

Simply search for “Maxi-Cash” via Apple App Store or Google Play Store.

My ticket has exceeded the 6 months loan tenure, but I can't pay overdue interest on Maxi-Cash App.

Current interest payment via Maxi-Cash App is only allowed within the 6 months validity of the loan tenure. Any ticket that falls out of the loan tenure can only be renewed at the store.

How will I know if my ticket renewal is successful?

Your will receive a confirmation of the ticket with an updated information after completion. You may also check the status in the Ticket Summary page. If you did not receive any acknowledgements about the renewal status, please contact us at support@maxi-cash.com or call us at 3129 7978 (daily from 9.00am – 5.00pm, excluding weekends and public holidays).

Trade in Enquiries
What are the branded bags accepted for trade-in?

We currently accept pre-loved Chanel, Gucci, Louis Vuitton and Prada bags. Please bring your item and invoice to any of the Maxi-Cash stores listed below and our retail assistants will advise you accordingly:

Branded Bags

  • Mask group Chanel
  • Mask group Dior
  • Mask group Gucci
  • Mask group Prada
  • Mask group Saint Laurent

Maxi-Cash Outlets

  • Mask group 61 Serangoon Road
  • Mask group HarbourFront Centre
  • Mask group Hougang Central
  • Mask group Lucky Plaza (B1-12/14 or 01-06)
  • Mask group Nex @ Serangoon Central
  • Mask group Northpoint City
  • Mask group Tampines MRT
  • Mask group Toa Payoh Central
  • Mask group Tiong Bahru Plaza
  • Mask group Waterway Point

Branded Bag – Louis Vuitton

Maxi-Cash Outlets:

  • Mask group Boon Keng MRT
  • Mask group Bugis
  • Mask group Bukit Merah Central

What are the branded timepieces accepted for trade-in?

We accept a variety of luxury timepieces

Branded Timepiece – Rolex
Maxi-Cash Outlets – All stores
Branded Timepiece – Omega

Maxi-Cash Outlets

  • Mask group 61 Serangoon Road
  • Mask group Choa Chu Kang MRT
  • Mask group Clementi
  • Mask group HarbourFront Centre
  • Mask group Hougang
  • Mask group People’s Park Complex
  • Mask group Seng Kang MRT
For other brands, please visit Maxi-Cash HabourFront Centre.

Branded Timepieces

  • Mask group Breitling
  • Mask group Bulgari
  • Mask group Cartier
  • Mask group Chanel
  • Mask group Franck Muller
  • Mask group Hermes
  • Mask group IWC
  • Mask group Montblanc
  • Mask group Panerai
  • Mask group Tag Heuer
  • Mask group Tiffany & Co.
  • Mask group Tudor

MaxiPAY
What is MaxiPAY?

MaxiPAY is a personal eWallet that offers convenient and secure payment solutions. You can use MaxiPAY virtual or physical card at Maxi-Cash stores and all merchants accepting MasterCard payment.

You can also send money overseas or locally via MaxiPAY app.

What do I need to register for MaxiPAY?

You need a valid Singapore NRIC/FIN/Employment Pass/S Pass/Work Permit and a valid mobile phone number.

Can I sign up for MaxiPAY using my Passport?

MaxiPAY does not accept registration using a Passport ID.

Can I sign up for more than 1 MaxiPAY account if I have multiple mobile numbers?

Each valid Singapore NRIC/FIN/Employment Pass/S Pass/Work Permit is entitled to ONE MaxiPAY account.

Where can I apply for a MaxiPAY account?

You can apply for a MaxiPAY account via the MaxiPAY app or visit any Maxi-Cash store.

Is the MaxiPAY app free to use?

Yes, there are no fees and charges to download and install the MaxiPAY app.

Where can I download the MaxiPAY app?

New MaxiPAY users can download the latest version of MaxiPAY app from App Store or Google Play Store.

How many virtual cards and physical cards can I own?

A registered MaxiPAY user may own up to 3 virtual cards and 3 physical cards.

You can apply for your 1st complimentary physical card at any Maxi-Cash store. Charges apply for subsequent card applications.

When can I receive my physical MaxiPAY card?

You will receive your personalized MaxiPAY card within a month from the date of your card application request. You will be notified when the card is ready for collection at your preferred Maxi-Cash store.

Can I request for the physical card after some time?

Yes. MaxiPAY users who are applying for their 1st MaxiPAY card can do so at any Maxi-Cash store.

Charges apply for subsequent card applications.

How do I activate my physical MaxiPAY card?

Login to your MaxiPAY app > click ‘Cards’ > select ‘Physical Card’ > click ‘Activate’ (look for the 12-digit Activation Code at the back of your physical card).

How do I top-up my MaxiPAY eWallet?

You can easily top up at any Maxi-Cash store or via Fast Transfer without additional charges.

Login to your MaxiPAY app > click ‘Add’ to top up your account balance.
Alternatively, you can top up at any 7-Eleven outlet (charges apply).

Is there a transaction limit for eWallet top-up?

There is a transaction limit of S$5,000 a month.

How do I make payment using MaxiPAY eWallet?
  • MaxiPAY Physical Card: You can tap and pay at any merchant who accepts MasterCard. 
  • Contactless Payment: Add the 16-digit MaxiPAY virtual card number to your Google Pay / Samsung Pay. 
  • Online Transactions: Enter your 16-digit MaxiPAY virtual card number upon checkout.  
How do I transfer money to another MaxiPAY eWallet?

Login to your MaxiPAY app > click ‘Send’ > click ‘Local’ > enter Recipient’s mobile number.

How do I transfer money from my MaxiPAY eWallet to a Singapore-registered bank account?

Login to your MaxiPAY app > click ‘Send’ > click ‘Bank Transfer’ > click ‘+’ to add Recipient’s bank details.

How do I use MaxiPAY Physical Card for overseas withdrawal?

Login to your MaxiPAY app > click ‘Cards’ > click ‘Physical Card’ > click ‘Generate Pin’ to receive a one-time pin (OTP) for your overseas withdrawal.

Where can I remit/send money to?

Currently, you can remit money to Bangladesh, China, Hong Kong, India, Indonesia, Malaysia, Philippines, Sri Lanka, Thailand, and Vietnam.

How do I remit/send money overseas?

Login to your MaxiPAY app > click ‘Send’ > click ‘Overseas’ > click ‘Add Recipient’.

What are the payment delivery methods available?
  • Bank transfer – Bangladesh, China, Hong Kong, India, Indonesia, Malaysia, Philippines, Sri Lanka, Thailand, and Vietnam.
  • Cash Pick Up – Philippines. 
What is the remittance limit?

A MaxiPAY user who has completed identity verification can send up to S$5,000 per month.

For more information, please approach our staff at Maxi-Cash stores.

How many recipients can I remit to?

There is no limit on the number of recipients.

How do I check my Transaction History?

Login to your MaxiPAY app > click ‘Transactions’ to view your transaction history.

How do I check my Account Balance?

Login to your MaxiPAY app Home Page to view your Account Balance.

Technical Support
Can I change my username or password?

Usernames cannot be amended after account registration.

You can change and update your password within Maxi-Cash App. Simply go to the profile page, and tap on “Account Settings” to update your password.

If you have forgotten your username or password, please contact us at 3129 7978 (daily from 9.00am to 5.00pm, excluding weekends and public holidays).

Why don’t I receive the SMS One Time Password (SMS-OTP)?

SMS-OTP is normally received within seconds. In cases where you are experiencing weak mobile connection, there might be a short delay.

I did not receive any SMS-OTP despite multiple attempts.

There could be poor or no cellular network connectivity in the vicinity. Receiving an SMS-OTP requires a mobile device to have cellular network connectivity.

Please contact our customer support hotline at 3129 7978 if your cellular network is working but still cannot receive the SMS-OTP and we will help to check further.

The button is grey-out and can’t be selected when I try to renew my ticket.

A pawn ticket with grey-out button indicates that the pawn ticket has already been paid and updated. This would help you to avoid making duplicate payments for the same pawn ticket within a 3-day period.

I had renewed multiple pawn tickets, but only received notifications for a few tickets.

Your transaction could be in the process of update. Do wait for a few minutes as the system updates the details. You should be able to receive everything by the following day under Ticket Summary Page.

Alternatively, you can also view the payment updates via Transaction History in Maxi-Cash App.

If you need further technical support, please email your details and information to support@maxi-cash.com or contact us at 3129 7978 (daily from 9.00am to 5.00pm, excluding weekends and public holidays).

I did not receive any notifications from Maxi-Cash App.

Ensure your Maxi-Cash App is regularly updated, and notification settings has been enabled to receive the latest updates on promotions and your ticket renewal.

If you have recently switched to a new phone, kindly ensure that you have logged out from the App on your old phone before logging in from your new phone.

The screen keeps “loading” when I try to make a payment.

There could be various reasons why you are unable to proceed with payment. You may follow the steps below to troubleshoot:

If you are using cellular network (e.g. 3G, 4G or 5G) ensure that you are in an area with strong network.
If you are using your home Wi-Fi, ensure you are within your router’s signal coverage, VPN servers or the firewalls are functioning as they should. Home routers, consumer VPNs or firewalls may at times fail to function properly and require a reboot or completely removing it from the power source then powering it up again after several minutes.
If you are at your workplace and connected to your company’s Wi-Fi, try switching to your cellular network instead. Many companies have strict IT protocols and they differ between companies. These protocols may restrict your access to certain services.

Where can I find the version number for Maxi-Cash App?

There are two ways to find out the App version that you are using:

If your account has been logged out: tap on the “Profile” icon at the bottom right of your device screen. You will then be directed to the login page – the version number is displayed below the buttons.
If your account is currently logged in: tap on the “Profile” icon located at the bottom right of your device screen – scroll down to the page bottom to find out the App version.

Who do I contact for assistance?

Feel free to chat with us on our live-chat box on the website if you require further assistance. You may also email or call us at 3129 7978 (daily from 9.00am – 5.00pm, excluding weekends and public holidays).

Covid-19 Support Measures
Are all your stores closing?

All Maxi-Cash stores remain open during Phase 2 (HA). Click here for our store listings.

When will your stores open?

All Maxi-Cash stores are operating as usual. Click here to view our store listings.

Can I pawn my items during the Circuit-Breaker?

All Maxi-Cash stores will be open for pawnbroking service, pledge redemption and payment of interests. You may visit any Maxi-Cash store listed here to perform the transaction.

Alternatively, you can also download Maxi-Cash app to renew your pawn ticket online.

I am currently residing overseas and unable to renew or redeem my pledge(s). What should I do?

We understand that some of you might be unable to renew or redeem your pledge(s) in person due to the Circuit-Breaker guidelines.

You can renew your pawn ticket and pay interests online with Maxi-Cash App. Click here to download Maxi-Cash app through your mobile app store, register for an account online.

If you would like to request for more information, please email us at support@maxi-cash.com.

I am unable to visit the stores. How can I pay interests?

During this period, interest payments can be made online through Maxi-Cash app. We accept various modes of payment including NETs, Visa / Mastercard and Dash.

If you have trouble accessing the online platform, please email us at support@maxi-cash.com.

I can’t pay interests online. What should I do?

We understand if you are unable to make interest payments online.

All Maxi-Cash stores are operating as usual during this period. We have put in the necessary measures to ensure customers and employees safety. You may continue to make interest payments at any Maxi-Cash store listed here.

Can I appoint someone to redeem the pledge(s) on my behalf?

We understand that some of you might be unable to redeem pledge(s) in person due to the current situation. 

You may assign a representative to redeem pledge(s) on your behalf. All redemptions and renewals between 7 April 2020 and 4 May 2020 will not be penalized (e.g. subject to higher interest or additional fees) as a result of third-party redemptions or renewals. 

The appointed representative is required to provide the following supporting documents upon redemption of pledge(s): 

  1. Original pawn ticket, and; 
  2. Letter of assignment indicating that you have assigned the right of redemption to the appointed representative.

All redemptions are subjected to pawnbroker’s discretion and pawnbroker reserves the right to decline if appointed representative is deemed unauthorized. 

My appointed representative does not have the pawn ticket to redeem pledge(s). What should I do?

As a trusted pawnbroker, we always want to ensure that your pledge(s) remain safeguarded. 

Appointed representative needs to make an application for a replacement of pawn ticket in order to redeem your pledge(s). In addition, he/she will be required to provide additional documents to verify that you have assigned the right of redemption to him/her:

  1. Identification details of the appointed representative;
  2. Reason(s) on which the representative claims to be entitled to redeem the pledge;
  3. A letter of assignment indicating that you have assigned the right of redemption to the appointed representative; 
  4. Representative has not assigned the representative’s right to redeem your pledge(s).

We will then proceed with the redemption of pledge(s) upon pawn ticket replacement. All redemptions and renewals between 7 April 2020 and 4 May 2020 will not be penalized (e.g. subject to higher interest or additional fees) as a result of third-party redemptions or renewals. 

All redemptions are subjected to pawnbroker’s discretion and pawnbroker reserves the right to decline if appointed representative is deemed unauthorized. 

I have instalment payments due. What should I do?

During this period, instalment payments can be made on the Maxi-Cash app. Click here to download

and register for an account online.

Alternatively, you may visit any Maxi-Cash store listed here. All Maxi-Cash stores are operating as usual.

I can’t pay instalments online. What should I do?

We understand if you are unable to pay instalments online.

All Maxi-Cash stores are operating as usual. You may continue to make payments at any Maxi-Cash store listed here.

Can I collect my purchase in store?

In line with government’s guideline, we have taken necessary measures to ensure customers and employees safety.

All Maxi-Cash stores are operating as usual. If you have completed your instalment payments and would like to collect your purchase, please visit us at Maxi-Cash store to do so.

Can I still make a purchase on Maxi-Cash E-Shop, Shopee, Lazada?

All Maxi-Cash stores are operating as usual. We will also continue to serve you through our online channels during this period.

Will the delivery of my online purchases be affected?

We will continue to fulfil and deliver your purchases. However, do note that there will be some delays due to the current restrictions.

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Participate in a lucky draw

Entries to the Dazzling Draw is only for valid transactions made from 12 April to 16 May. Every $600 spent (storewide including preloved gold, preloved gem set jewellery and LuxeSTYLE branded collections) will be entitled to one lucky draw chance, there is no limit to the number of chances.

Winners will be selected at random and notified via phone and results will be published on Maxi-Cash official Facebook Page on 31 May.

Prizes:

  • 1st Prize: 1.01ct True Carat Ring worth $8,248
  • 2nd Prize: 0.75ct True Carat Pendant worth $3,868
  • 3rd to 10th Prizes: 999 Pure Gold Petite Heart (1g) worth $148 each