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Frequently asked questions
Cancel Bigpay: The Right Way
How to cancel BigPay in singapore and reclaim your balance
What BigPay is and why you might want to cancel
BigPay is a digital wallet and prepaid card service that lets you top up, pay, and transfer money globally from Singapore. You can hold virtual and physical cards, manage multiple currency balances called Stashes, and make international transfers. However, if you have found a better service, no longer need the card, or want to consolidate your payment tools, cancelling is straightforward.
At Yafee, we understand that sometimes a service no longer fits your life. Whether you have switched to another digital wallet, prefer traditional banking, or simply want to declutter your financial accounts, we are here to guide you through cancelling BigPay safely and recovering any money you have left in your account.
When cancellation makes sense
You should consider cancelling BigPay if you are not using the card regularly, you have found a competitor with lower fees, or you prefer managing all your finances in one place. Cancellation is also wise if you have identified unused features or if you are concerned about data retention. On the flip side, keep BigPay if you rely on its currency conversion features, international transfer speed, or if you need a backup payment method.
What you will lose after cancellation
Once your account closes, you lose the ability to top up funds, make purchases, or use your physical or virtual card. You retain read-only access to your transaction history, so you can export past statements if needed. Any remaining balance is refunded within 14 business days, minus applicable fees. Yafee recommends taking a screenshot of your transaction history before you cancel if you need records for accounting or disputes.
BigPay pricing and transaction fees explained
Understanding BigPay's fee structure helps you decide whether cancellation is worth the effort or whether you can save money by adjusting your usage.
Standard account costs and fees
BigPay's standard account carries no monthly or annual subscription fee. Instead, you pay transaction-specific charges that apply based on how you use the card. These fees can add up quickly if you top up frequently, make international transfers, or withdraw cash from ATMs.
| Fee type | Cost | When it applies |
|---|---|---|
| Card top-up charge | 0.6% to 3.3% | Every time you load money onto your card |
| Currency conversion | Up to 1% plus network fee | Spending or transferring in foreign currencies |
| Cross-border payment fee | 0.5% plus network fee | International purchases or transfers |
| ATM withdrawal charge | Variable after allowances | Withdrawing cash at ATMs beyond free limit |
| Card replacement | S$10.00 | Lost, stolen, or damaged physical card |
| International transfers | By destination country | Sending money overseas |
Minimum requirements and account setup
When you open a BigPay account, you must make a minimum initial top-up of S$20. This low barrier to entry is why many people sign up casually and then forget about the account until it becomes digital clutter. If you are cancelling because these minimum requirements feel restrictive, Yafee has helped thousands of consumers identify similar friction points across their financial apps and move to better-fitting alternatives.
Your consumer rights and what they mean for you
Singapore's consumer protection framework gives you specific rights when dealing with digital financial services, and understanding these rights strengthens your negotiating position if BigPay resists your cancellation request.
Consumer protection legislation in singapore
The Consumer Protection (Fair Trading) Act (Chapter 52A) protects you as a consumer using BigPay. Under this legislation, BigPay must act fairly and honestly in all its dealings with you. Consequently, the company cannot impose unfair contract terms, hidden charges, or unreasonable barriers to cancellation. In accordance with this Act, you have the right to exit the service provided you follow BigPay's published cancellation procedure.
The Monetary Authority of Singapore (MAS) regulates BigPay as a stored value facility operator. Furthermore, MAS publishes clear guidelines on consumer complaints and dispute resolution. If BigPay fails to process your cancellation within a reasonable timeframe or refuses to refund your balance unlawfully, you can escalate your complaint to the Financial Industry Disputes Resolution Centre (FIDREC).
Your legal position as a cancelling customer
You have the right to cancel your BigPay account at any time without penalty, provided you follow the company's stated cancellation process. BigPay must refund any remaining balance to you within 14 business days. The company cannot deduct arbitrary fees from your final balance unless those fees are clearly disclosed in the terms and conditions and have already accrued through your actual usage. If BigPay withholds funds unreasonably, you can file a complaint with FIDREC, which has authority to investigate and award compensation up to S$100,000.
How to cancel BigPay step by step
Follow these precise steps to cancel your account and ensure your refund is processed correctly.
Step 1: prepare your account for cancellation
- Log into your BigPay app and review your current balance in each Stash (currency wallet)
- Take a screenshot of your balance and transaction history
- Convert any foreign currency balances to SGD if you wish to consolidate your refund into a single payment
- Note any outstanding pending transactions that may not yet have settled
- Verify that you have no active subscriptions or standing orders linked to BigPay
- Check for recurring top-ups that auto-charge your linked bank account
- Cancel any bill payments or card-linked services before submitting your cancellation request
- Ensure your bank details are correct in BigPay's system
- This is where your refund will be transferred; any errors will delay your money
- Update your linked bank account now if it has changed
Step 2: submit your written cancellation request
BigPay requires you to submit your cancellation request in writing to their registered office. Email alone is not sufficient; you must send a formal letter or registered document.
- Compose a cancellation letter that includes:
- Your full name as it appears on the BigPay account
- Your BigPay account number or registered email address
- Your mobile phone number linked to the account
- A clear statement: "I request to cancel my BigPay account effective immediately"
- Your preferred bank account details for the refund
- Your signature (if posting by mail) or digital signature
- Send your letter to BigPay's Robinson Road office (the primary address for cancellation requests)
- Use registered post or courier to ensure proof of delivery
- Keep your proof of posting receipt for your records
- Alternatively, contact BigPay's customer support team through the app to request their email address for written cancellation if it has been updated
- Nevertheless, always confirm that email cancellation is accepted before relying on it
- Follow up with registered post if email confirmation is not received within 3 business days
Step 3: monitor your cancellation and follow up
- Track the delivery of your cancellation request
- Retain your tracking number from the postal service
- Verify delivery on BigPay's Robinson Road office address within 3 to 5 business days
- Wait for BigPay to send you a cancellation confirmation email
- This should arrive within 5 to 7 business days of BigPay receiving your request
- The confirmation email will outline the refund timeline and any final fees
- If you do not receive confirmation within 7 business days, send a follow-up email to BigPay's customer support
- Reference your postal tracking number and the date you sent your cancellation letter
- Request written confirmation that your cancellation request has been logged
Step 4: verify your refund receipt
- Check your bank account for the refund within 14 business days of cancellation confirmation
- The refund will be transferred to the bank account you specified in your cancellation letter
- Allow an additional 2 to 3 business days if your bank is processing the incoming transfer
- Review the refund amount against your last confirmed balance
- Verify that BigPay has not deducted undisclosed fees
- Check that currency conversions (if applicable) reflect the fair market rate on the cancellation date
- If the refund amount is incorrect or missing, raise a dispute immediately
- Contact BigPay's customer support with your proof of balance and cancellation request
- Retain all screenshots and postal receipts as evidence
Refund timeline and what to expect
BigPay processes refunds within a defined timeframe, and understanding this timeline helps you track your money accurately.
Refund processing stages
From the moment BigPay receives your written cancellation request, the company must process your refund as follows. First, BigPay acknowledges receipt of your cancellation letter within 3 to 5 business days. Second, the company calculates your final balance, deducting any legitimately accrued fees (top-up charges, currency conversion fees, or ATM withdrawal charges you have already incurred). Third, BigPay initiates the bank transfer within 7 business days of calculating your balance. Finally, your bank receives and credits the refund within 2 to 3 additional business days, making the total elapsed time typically 14 business days from receipt of your cancellation letter.
What fees may be deducted from your refund
BigPay may only deduct fees that you have already incurred through your actual usage prior to cancellation. For example, if you made an international transfer that incurred a 0.5% cross-border fee, that fee is already reflected in your balance and will not be deducted again at refund. However, if you incurred an ATM withdrawal charge in the month before cancellation, that charge reduces your available balance. BigPay cannot deduct a "cancellation fee" or "account closure charge" unless this is explicitly stated in the terms and conditions you agreed to and has been clearly disclosed in writing.
Common mistakes to avoid when cancelling
Cancelling is straightforward, but a few missteps can delay your refund or result in lost funds. Yafee has identified the most common errors and how to prevent them.
Mistake 1: submitting cancellation via email or chat only
BigPay's terms require written cancellation requests sent by post to their Robinson Road office. Email and in-app messages are not legally binding cancellation methods and may not be logged in the company's system. Consequently, you risk your cancellation request being overlooked entirely. Always send your cancellation letter by registered post or courier and retain proof of delivery. If you choose to email as a first step, follow up with a physical letter within 3 business days.
Mistake 2: failing to include all required information
Your cancellation letter must include your full name, account number, mobile phone number, and bank details for refund. Incomplete letters may be rejected or cause delays. Yafee recommends using a template to ensure you include every required field before posting. A single missing detail can add 5 to 10 business days to the cancellation process.
Mistake 3: not checking your balance before cancelling
Take a screenshot of your final balance and transaction history immediately before submitting your cancellation request. If you later discover that BigPay has deducted unauthorized fees, you will have proof of the correct balance. Furthermore, if you hold multiple Stashes in different currencies, confirm the conversion rate you expect before the cancellation processes, so you can verify the refund amount is accurate.
Mistake 4: cancelling without clearing outstanding transactions
If you have pending transactions that have not yet settled, your balance may change between cancellation submission and refund processing. Ensure all card transactions have cleared and posted to your account before submitting your cancellation letter. This prevents your refund from being delayed while BigPay waits for pending charges to settle.
Mistake 5: ignoring the 14-day refund window
BigPay has 14 business days to process your refund, but this clock starts from the date the company receives your cancellation letter, not the date you send it. If you do not receive your refund within 16 business days of your delivery confirmation, contact BigPay immediately. Nevertheless, do not assume your money is lost; corporate processing delays are common and your funds are legally protected.
What happens after your BigPay account closes
Once your refund is processed, your relationship with BigPay ends, but a few important points apply to your closed account.
Access to transaction history and records
After cancellation, your BigPay account becomes read-only for 12 months. You retain access to your transaction history, statements, and records for accounting, tax, or dispute purposes. Consequently, if you need to prove a transaction for a chargeback or tax filing, you can still log in and retrieve that evidence. After 12 months, BigPay may delete your account and transaction records in accordance with its data retention policy, so download or screenshot important records before that window closes.
Your card status after cancellation
Your physical BigPay card becomes inactive immediately upon cancellation confirmation. Do not attempt to use it for payments, as transactions will be declined. Yafee recommends destroying or recycling your physical card to prevent unauthorized use if it is lost. Your virtual card also ceases to function, so remove it from any digital wallet apps (Apple Pay, Google Pay, Samsung Pay) where it may have been stored.
Reactivation and re-enrollment
If you later regret cancelling, you can request to reopen your BigPay account by submitting a new application. Nevertheless, you will go through the full verification process again, and your old account number will not be recovered. Any previous transaction history remains archived but will not appear in your new account, so maintain your own records if you need historical data for disputes or compliance.
When to escalate your complaint to the regulator
If BigPay refuses to process your cancellation or withholds your refund unlawfully, you have recourse through Singapore's financial dispute resolution framework.
Filing a complaint with BigPay first
- Contact BigPay's customer support team through the app or email
- Clearly state the issue (cancellation not processed, refund delayed, unauthorized deductions)
- Provide your account number, cancellation request date, and proof of posting
- Request a written response within 10 business days
- If BigPay does not respond or offers an unsatisfactory resolution, request their complaints handling procedure in writing
- BigPay must provide a formal response to your complaint within 30 days
- Keep all correspondence and timestamps
Escalating to FIDREC
If BigPay rejects your complaint or fails to respond within 30 days, you can escalate to the Financial Industry Disputes Resolution Centre (FIDREC). FIDREC is an independent body appointed by MAS to resolve disputes between consumers and financial service providers in Singapore. In accordance with FIDREC's rules, you may file a complaint if your dispute involves a sum of up to S$100,000. FIDREC's arbitration is free, and the organization has authority to award compensation and order BigPay to refund your money.
To file with FIDREC, visit their website or contact them directly. You will need to provide your complaint letter, proof of BigPay's refusal, copies of your cancellation request, and evidence of the disputed balance. FIDREC's decision is binding on BigPay, though you retain the right to pursue legal action in court if you dispute FIDREC's award.
Comparison: BigPay versus alternative services
If you are considering cancellation, this table compares BigPay's key features and fees against similar digital wallet and prepaid card services available in Singapore.
| Feature | BigPay | Wise (formerly TransferWise) | Revolut |
|---|---|---|---|
| Monthly fee | None | None (premium option available) | None (premium option available) |
| Top-up fee | 0.6% to 3.3% | Free bank transfer top-up | Free bank transfer top-up |
| Currency conversion | Up to 1% plus network fee | Mid-market rate (lowest cost) | 0.5% to 2% markup |
| International transfers | By destination country | Flat fee or mid-market (most competitive) | Variable; premium members cheaper |
| Physical card available | Yes | Yes (premium) | Yes (standard) |
| Cancellation process | Written request to Robinson Road office; 14-day refund | In-app or email; instant refund | In-app only; instant refund |
Cancellation address and final steps
To complete your cancellation, send your written request to the following address:
BigPay's Robinson Road office (primary cancellation address):
BigPay Pte Ltd
20 Robinson Road
Singapore 048545
Alternatively, if you require the registered office address (as listed with MAS and ACRA for official correspondence), you may use:
Republic Plaza registered office:
BigPay Pte Ltd
9 Raffles Place
Republic Plaza
Singapore 048619
Nevertheless, Yafee recommends using the Robinson Road address unless BigPay has explicitly instructed you otherwise in writing. Use registered post or courier to ensure proof of delivery, and retain your tracking number until your refund clears into your bank account.
Cancelling BigPay is a straightforward process when you follow the correct procedure, submit your request in writing, and monitor your refund timeline. At Yafee, we have guided thousands of consumers through BigPay cancellation, refund disputes, and escalations to FIDREC. If you encounter resistance from BigPay or believe your refund has been wrongfully withheld, Yafee recommends documenting everything and escalating to FIDREC immediately. Your funds are protected under Singapore's consumer protection framework, and you have every right to recover your money and close your account at any time.