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Security

Learn about how Mellow provides the best environment for our users to grow & learn better. 

Your money is in safe hands.
 
The issuer of the prepaid card, ePayLinks Technology Co. Ltd (“ePayLinks”) is in full compliance with HKMA’s SVF license requirements. All your card transactions are processed by the MasterCard® network and are protected by MasterCard® rules and standards.
 
All customer funds are stored in a segregated bank account at ICBC (Asia) in accordance with the HKMA’s SVF license requirement. ICBC (Asia) is a Hong Kong subsidiary of Industrial and Commercial Bank of China (“ICBC”), which is the largest bank in the world by assets as of May 2019. Your funds will remain unaffected regardless of what happened to ePayLinks or Mellow App Limited.

Mellow is a distributor of the prepaid card issued by ePayLinks.

 
ePayLinks Technology Co. Ltd (“ePayLinks”) is an authorised MasterCard® prepaid card issuer in Hong Kong. ePayLinks is also a Stored Value Facility (“SVF”) licensee (License number SVF0011) regulated by the Hong Kong Monetary Authority (“HKMA”).  All your card transactions are processed by the MasterCard® network and are protected by MasterCard® rules and standards.

At the core, Mellow is all about the users. We care deeply about providing the best environment for our users to grow and manage their financials better. 


We are committed to ensure the safety and security of our users data. Mellow goes to great lengths to ensure not only is our users data protected, we ensure that it is routinely tested for risks. We are in compliance with Hong Kong’s Personal Data (Privacy) Ordinance (Cap. 486). Please refer to our Privacy Policy here
 
Mellow utilises the latest best practices for securing the communication and storage of all user data. All communication is handled securely and fully encrypted using Secure Socket Layer (SSL) security standard. Data at rest is also encrypted with 256-bit Advanced Encryption Standard. In order to provide an extra layer of protection, we also utilise Two-Factor Authentication (2FA).

As soon as you suspect a fraudulent transaction, freeze your card immediately on the settings page of the Mellow App. 

 
We recommend that you contact the merchant immediately and inform them about the suspicious transaction to issue a refund. You should file for a chargeback procedure if the merchant refuses to refund. Mellow will provide assistance on the MasterCard dispute claim. 

Please contact us at [email protected] so we can provide assistance.

Yes. Mellow works hard to uphold the safety and security of all our users, so that they can grow and manage their financials in the best environment.

 
The Mastercard® prepaid card is different from a credit card. Users can only spend their account balance and cannot overdraft – there is no crediting feature. Transaction failure will occur if users try to spend more than their card balance. The card PIN is required for all transfers and ATM withdrawal features to provide an extra layer of security.
 
With the parent account, you are able to track your child’s transactions in real time, so that you can stay notified and offer timely guidance. If your child loses his/her card, you are able to instantly freeze your child’s card in our App. You can contact us at [email protected] for a card replacement.
 
If your child has lost his or her card:
  1. Log on to your parent account
  2. Go to the Settings Page by clicking the Settings icon on the top left corner on the Dashboard
  3. Click “Child Account” and select the account with lost card.
  4. Click the “Freeze Card” button to disable all the functionalities of the prepaid card on that account. 
  5. You can simply click the “Unfreeze Card” button if you are able to retrieve your cards.
 
If you have lost your card:
  1. Log on to your parent account
  2. Go to the Settings Page by clicking the Settings icon on the top left corner on the Dashboard
  3. Click the “Freeze Card” button to disable all the functionalities of the prepaid card on that account. 
  4. You can simply click the “Unfreeze Card” button if you are able to retrieve your cards.
 
If you would like to order a replacement card, please contact us at [email protected] Each replacement card costs 60HKD. It will be shipped to you as soon as possible, you will be able to link the new card on your App after you have received and activated it.
 
You can make the card replacement payment via FPS, Paypal, or Bank transfer.

 

No one will be able to access your account on the Mellow App as long as your password is secure. You will still be able to spend on your prepaid card. You are able to use the same personal details to sign in to your account on Mellow with another phone. 


If you have changed your phone number, please contact us at [email protected] to update your account details.

Card security: Do not reveal your prepaid card information including your card number, expiry date, and CVV. Refrain from lending your card to others and from recording your card information.


Account security: Log out of your account immediately after carrying out a transaction with your prepaid card to prevent unauthorized access to your card information. Change your password regularly and refrain from revealing your account password to others.
 
Device security: Electronic devices including but not limited to mobile phones, tablets, computers should be password protected and with antivirus software installed. Don’t sign in with a public device or via a public wireless network.

What would you like to find out?

Everything you need to know to use Mellow.

ACCOUNT OPENING

Find out how to manage your child's account and prepaid card on Mellow.

ACCOUNT OPENING

Find out how to manage your child's account and prepaid card on Mellow.
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SECURITY

Learn about how Mellow provides the best environment for our users to grow & learn better. 

SECURITY

Learn about how Mellow provides the best environment for our users to grow & learn better. 
Find out more

TOP UPS

Find out how to add funds to your child's prepaid card on Mellow.

TOP UPS

Find out how to add funds to your child's prepaid card on Mellow.
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MELLOW APP

Get support on how you can the best make use of our app on your child's financial education journey.

MELLOW APP

Get support on how you can the best make use of our app on your child's financial education journey.
Find out more

PREPAID CARD

Get more information on the parental features supported by the prepaid cards.

PREPAID CARD

Get more information on the parental features supported by the prepaid cards.
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FEES

Learn about the details of the fees occurred in the prepaid cards.

FEES

Learn about the details of the fees occurred in the prepaid cards.
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