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### Instruction: What are the security measures for MoneyPay? ### Response:

MoneyPay mobile application can be downloaded from AppStore for IOS devices and GooglePlay for Android devices. The mobile application can be installed on devices running 12.1 and above for iOS and 5.0 and above for Android devices. Always update the software of your devices on which you use the MoneyPay application. Make these updates only on your device. When creating your password to log in to the MoneyPay application, choose passwords that cannot be easily guessed by third parties and do not consist of consecutive and identical numbers. Change the passwords you set every three months. For your security, do not share the passwords you use at MoneyPay with third parties, including our call center staff. MoneyPay will never request your password. Moneypay Payment ve Elektronik Para Hizmetleri A.Ş. is responsible for any damages or losses that may arise from the use of your password by third parties. is not responsible. As a user, your rights and responsibilities are included in the framework agreement you signed with our company. Do not share information about your MoneyPay card, such as card number, expiration date, CVV number and card password, with third parties, your card information is private to you. While reviewing your account transactions from the MoneyPay application, if you see a transaction that you did not make or if you notice a different fraudulent transaction, you can call our center at 0850 297 55 55 or send an e-mail to info@moneypay.com.tr. If you lose your MoneyPay physical card, you can call our center at 0850 297 55 55 or send an e-mail to info@moneypay.com.tr to cancel your card. If you enter the wrong password into the MoneyPay application 5 times in a row, your account will be temporarily blocked for the first 60 minutes for your security, and at the end of this period, the security steps will be taken again to determine a new password. When you forget your password to log in to the MoneyPay application, you can follow the "Forgot My Password" steps in the application. If you do not make any transactions for 300 seconds after logging into the MoneyPay application, your session will be terminated to ensure your security.

### Instruction: TÖDEB Individual Customer Arbitration Committee ### Response:

Before applying to the TÖDEB Individual Customer Arbitration Committee regarding the dispute you have experienced (which is of an individual nature and therefore does not fall within the scope of commercial activity) arising from the services we offer as MoneyPay, you must apply to MoneyPay in writing regarding the dispute within 2 years at the latest from the date of the transaction or action subject to the dispute. It is mandatory. By MoneyPay within 20 days from the application date; If the application is not answered, you can apply to the TÖDEB Individual Customer Arbitration Committee by filling out the Application Form included in our explanations, within 60 days from the date of the answer, after the end of the period (20 days) within which the answer must be given. If you do not find the answer given by MoneyPay to be sufficient. You can access the TÖDEB Individual Customer Arbitration Panel application form from the link https://todeb.org.tr/hakemheyetibasvuruformu/ or www.todeb.org.tr. It is possible to submit the form to TÖDEB via the address https://www.todeb.org.tr/ after filling in the information in question and uploading the necessary documents. "Turkish Payment and Electronic Money Institutions Association ("TÖDEB") Regulation on the Principles and Procedures of the Individual Customer Arbitration Panel" https://todeb.org.tr/sayfa/bireysel-musteri-hakem-heyeti/56/ Information in case you want to review it You can also find the brochure at the link below. https://todeb.org.tr/source/hakem-heyeti/EK-3-Hakem-Heyeti-Brosur.pdf

### Instruction: What is MoneyPay? ### Response:

Hey MoneyPayli, we have a good development that we want to share with you. All our products and services that we have been offering with the Turk Elektronik Para AS infrastructure since October 2020 have been offered with the MoneyPay infrastructure since January 2022. MoneyPay is now with you with comprehensive and advantageous insurance policies! You can follow our new products and services through the application. Moneypay Payment and Electronic Money Services Inc. is a payment and electronic money institution licensed by the Central Bank of the Republic of Turkey in accordance with the Law No. 6493 on Payment and Securities Settlement Systems, Payment Services and Electronic Money Institutions, and is under the main shareholding of Migros Ticaret A.Ş. provides service. With the renewal of MoneyPay, your current balance, transaction history, registered cards, profile page and all features will be automatically transferred. With the infrastructure transition, you will be able to continue to benefit from MoneyPay's world full of opportunities by purchasing wallet products and services from MoneyPay. In the renewed MoneyPay world, MoneyPay, as the data controller, will continue to protect personal data at the highest level. To be informed about the protection of personal data, you can access the Clarification Text and renewed agreements from the link https://www.moneypay.com.tr/user-aydinlatma-metni.php and confirm it from the MoneyPay application.

### Instruction: What is Chargeback? ### Response:

chargeback; These are rules that are among the terms and conditions of international payment institutions such as Visa, Mastercard, Amex, Troy and aim to protect the card user. If credit card holders have problems with the workplace regarding the transactions they have made or if they detect that there are transactions that have not been carried out by them; The customer has the right to apply for a chargeback regarding these transactions to the bank that issued the card. This process is called a “chargeback.” This objection is first made by the card holder to the bank to which the card belongs, and this request is forwarded by the bank to the workplace where the transaction was made. The bank to which the application is made requests the transaction details subject to objection from the member business. If the requested documents are insufficient and the card holder is found to be right, the disputed transaction amount is collected from the relevant merchant by the merchant bank and transferred to the bank to which the card belongs. Banks must comply with the rules of card institutions in all these transactions. The procedure applied is not a procedure applied to certain banks or only Turkish banks. The objection method is the same wherever the rules of the card institutions are valid. Dispute processes do not differ between domestic or international cards and the chargeback process does not change. As MoneyPay, we examine the objection processes in detail and try to provide a solution to our users as soon as possible.

### Instruction: How Does the Chargeback Procedure Work? ### Response:

The card owner submits his objection to the credit card bank. The cardholder bank directs this objection to the merchant bank. The merchant bank submits the relevant objection to the merchant and requests documents related to the transaction. The merchant forwards the relevant documents to the bank. If no documents are submitted to the bank within the time allowed to the merchant or if the documents sent are not deemed sufficient, the disputed amount is withdrawn from the merchant's account and returned to the card's bank. If the documents shared with the bank are deemed sufficient, the expense objection is rejected. If the objection is rejected, the refund procedure to the card holder will not be initiated.

### Instruction: How can I withdraw money from Migros store? ### Response:

When you need cash, instead of having to search for an ATM, you can instantly withdraw money from any Migros or Macro Center store cash register with your MoneyPay application. You can withdraw up to 5,000 TL per day in cash with this application, which is valid throughout Turkey. All you have to do is tell the cashier that you want to withdraw money via Moneypay, the withdrawal code in the application, and the amount in multiples of 10. Only a 2.5% commission fee is applied for the transaction, which is reflected in your MoneyPay wallet, so you do not have to deal with change.

### Instruction: With which identities can verification be made? ### Response:

You can only verify your identity through the application with your new ID card. If your ID is old, you can verify your identity by contacting our Call Center at 0850 297 55 55. You can also verify your identity with your old/new driver's license, passport or residence permit by getting help from our Call Center.

### Instruction: invited my friend, but I didn't get anything from the campaign, what should I do? ### Response:

If you are sure that the friend you invited has become a member of MoneyPay and spent money with the invitation code you shared, and you still have not received any earnings, you need to contact our Call Center at 0850 297 55 55.

### Instruction: Is there a fee for a physical card? ### Response:

The physical card fee is 15 TL. When you first buy the card, the min. You need to top up 25 TL. When the card is first obtained, it must be loaded from the cash register for the first and only time. For subsequent downloads, you can upload from within the application or via QR code.

### Instruction: My phone number has changed, what should I do? ### Response:

To update your GSM number, you can contact our Call Center at 0850 297 55 55 or update your number via our mobile application. You can change your GSM number once a year. After the GSM change, money withdrawal and money transfer transactions cannot be performed for 1 week.

### Instruction: How do I add the card I purchased to my account? ### Response:

By scanning the barcode on the back of the physical card in the MoneyPay application, the card can be identified to the relevant account. To identify the card through customer services, users must share the last 4 digits of the card, the mobile phone number registered with MoneyPay and the barcode image.

### Instruction: What is the age limit for having a MoneyPay account? ### Response:

Anyone aged 13 and over can open a MoneyPay account and have a MoneyPay physical card. Users under the age of 13 can also have a physical card under parental supervision. The age limit for Ready Limit usage and investment transactions is 18 and over.

### Instruction: What is MoneyPay Pro Card? ### Response:

With the MoneyPay Pro card, you can provide your employees with shopping opportunities at Migros, Macrocenter, MigrosJet, 5M Migros, Virtual Market, Migros Akşam and Macroonline. MonyePay Pro Card also carries all the privileges of the Money card.

### Instruction: How to authenticate? ### Response:

There is a 2-step authentication process; For Level 1 authentication, the user must upload a selfie through the app in which their face and ID are clearly visible. For Level 2 verification, the user must make an EFT or Money Transfer transaction of at least 1 TL from his/her MoneyPay account.

### Instruction: Why hasn't the money I loaded via money order/EFT been transferred to my account? ### Response:

You may not have written your MoneyPay account number in the description field during the transaction, or if there is a missing EFT/Money Transfer information, the amount may have been sent back to the bank account you sent it to.

### Instruction: What are the password setting rules? ### Response:

If you are sure that you comply with the password creation rules (there should not be consecutive numbers -123456- or repeating numbers -111111-), you can contact our Call Center at 0850 297 55 55.

### Instruction: What is my card password, what should I do to change my card password? ### Response:

The physical card password is primarily the last 4 digits of the card. To change your password, you can call our Call Center at 0850 297 55 55 or update your password from the mobile application.

### Instruction: What is Contact Information? ### Response:

Address: Atatürk Mah. Turgut Özal Boulevard No.7 Ataşehir/İstanbul Phone: 0850 297 55 55 E-mail: info@moneypay.com.tr

### Instruction: My level 1 authentication was rejected, what is the reason? ### Response:

The reasons for rejecting level 1 authentication are as follows; - The ID is not in the photo - The ID cannot be read clearly - Applications made with ID only - The face is not clearly visible - Invalid ID document - The information does not match

### Instruction: How to increase my Ready Limit? ### Response:

In order to increase your Ready Limit, it will be sufficient to make the payments of your debts for your transactions within the maturity period. If you shop more with Ready Limit, your limits may increase after periodic evaluations.

### Instruction: I am not receiving my verification code on my mobile phone. What can I do? ### Response:

If you have changed operator recently, you may encounter this problem. You can quickly resolve your problem by contacting our Call Center at 0850 297 55 55.

### Instruction: I couldn't pay my debt, I can't use my Ready Limit, what should I do? ### Response:

If you pay all your Ready Limit debts, you can benefit from Ready Limit services by re-defining a Limit to your account.

### Instruction: How can I invite my friend? ### Response:

You should start by sharing the invitation code with your friend on the "Invite a Friend" screen in the User Menu. Your friend must enter the code you shared in the "Invitation Code" field when registering with MoneyPay.

### Instruction: What is Ready Limit? ### Response:

Ready Limit is our service where you can buy now and pay later for your purchases through Migros and its affiliated brands, within the limits defined for you. This service is offered through our contracted financial institutions or business partners.

### Instruction: What should I do to enable or close my card for online shopping? ### Response:

You can activate and deactivate your card for online shopping by calling our Call Center at 0850 297 55 55 or via the mobile application.

### Instruction: How can I add money to my MoneyPay account? ### Response:

You can add money to your MoneyPay account using 3 different methods; 1. Cash loading at Migros stores, 2. EFT-Money Transfer, 3. Credit card

### Instruction: How can I transfer money to IBAN? ### Response:

Click on "Send Money" from the Transactions menu or from the Home Page and select the "Transfer to IBAN" option. You can transfer your money to IBAN by entering your own IBAN and amount.

### Instruction: How to make Ready Limit payment? ### Response:

You can pay your Ready Limit debt whenever you want via the MoneyPay application. In order to make your payment, you must have a balance against your debt in your MoneyPay account.

### Instruction: What is Fibabank Consumer Loan? ### Response:

With Fibabanka Consumer Loan, you can apply for a loan with advantageous interest rates without delaying your needs. The approved loan amount will be loaded to MoneyPay.

### Instruction: Where can I view my purchased e-pins? ### Response:

You can view your e-pins from the My E-Pins option on the top left by going to the "Game&E-Pin" screen from the Transactions menu.

### Instruction: Are there any conditions for transferring money to IBAN? ### Response:

Yes, you must have a level 2 account by completing the identity and bank verification of your account. Additionally, you can currently only transfer money to your own IBAN.

### Instruction: My card has been stolen/lost, what should I do? ### Response:

If your card is stolen or lost, you need to contact our Call Center at 0850 297 55 55.

### Instruction: How can I add my MoneyPay Pro card to the app? ### Response:

To add your Pro card to the application, you need to go to the My Cards area and scan the barcode of your card in the Pro card option.

### Instruction: I don't remember my MoneyPay password, what should I do? ### Response:

You must confirm your phone number via SMS by saying "I forgot my password" on the password entry screen. Then you can set your new password.

### Instruction: Where can I use my Ready Limit? ### Response:

You can use your Ready Limit in all Migros physical stores, Macro Centers, Migros Virtual Market and digital shopping platforms affiliated with Migros.

### Instruction: How can I increase my account limits? ### Response:

As you complete your identity verification and bank verification, your limits will increase. You can learn the account limits according to levels from the "Account Information" screen in the application.

### Instruction: How do I apply for Fibabank Shopping Loan? ### Response:

You can apply immediately by selecting "Shopping Credit" from the Ready Limit card on the Home Page in the MoneyPay application.

### Instruction: What should I do to update my information in case of name-surname change? ### Response:

For information updates, you must contact our Call Center at 0850 297 55 55.

### Instruction: How do I apply for Fibabank Consumer Loan? ### Response:

You can apply immediately by selecting "Need Loan" from the Ready Limit card on the Home Page in the MoneyPay application.

### Instruction: I have completed level 2 verification. Why is my Ready Limit not increasing? ### Response:

Level 2 authentication is independent of Ready Limit. Level 2 account verification allows account limits to increase.

### Instruction: Where can I use my MoneyPay Pro Card? ### Response:

You can use your Pro card at all Migros (M, MM, MMM), 5M, Migros Jet and Macrocenter stores.

### Instruction: Can I use my Ready Limit with my physical card? ### Response:

Ready Limit cannot be used with a physical card. To use Ready Limit, you can perform your transaction with QR.

### Instruction: How can I pay with QR? ### Response:

You need to scan the QR on the screen by selecting the QR option on the Home Page. You can then complete your transaction by selecting your payment method.

### Instruction: have verified my identity and I cannot use Ready Limit, how can I use it? ### Response:

If you have successfully completed the authentication process, you are high on the Ready Limit waiting list.

### Instruction: If you have successfully completed the authentication process, you are high on the Ready Limit waiting list. ### Response:

It is a special shopping credit for your expenses in the Migros electronics category.

### Instruction: Is there a limit for money transfer to IBAN? ### Response:

Yes, there is a limit of 100,000 TL per month and 3 IBAN transfers per day.

### Instruction: Can I shop online with my physical card? ### Response:

Online shopping can be done with a physical card or virtual card. You can turn your card's online payment feature on or off from the application.

### Instruction: How do I use Finansbank Shopping Credit? ### Response:

You can use your shopping credit by telling the Migros cashier your code for your electronic purchases from Migros stores.

### Instruction: Can I transfer my balance in my MoneyPay account to another e-money institution? ### Response:

The balance in the MoneyPay account cannot be transferred to another e-money institution.

### Instruction: How can I reopen an account I closed? ### Response:

For closed account transactions, you must contact our Call Center at 0850 297 55 55.

### Instruction: How can I receive payment via QR? ### Response:

You can get paid by going to the QR Transactions screen and sharing the QR in the Get Payment option with your friend.

### Instruction: Where can I use my physical MoneyPay card? ### Response:

Since the MoneyPay physical card is based on MasterCard's infrastructure, it is valid wherever MasterCard is available.

### Instruction: Where can I get a physical card? ### Response:

You can purchase it from all Migros (M, MM, MMM), 5M, Migros Jet and Macrocenter stores.

### Instruction: Money What is money? ### Response:

It is a cash refund that you can earn from your purchases with MoneyPay and spend in online and physical Migros stores.

### Instruction: Can I open more than one account? ### Response:

Users can open accounts using as many GSM numbers as they want, but can only use 2-step authentication for a single account.

### Instruction: From which bank ATMs can I load money into my Moneypay account with my physical card? ### Response:

You can withdraw and load money from all bank ATMs.

### Instruction: How can I close my account? ### Response:

For account closure, you need to contact our Call Center at 0850 297 55 55.

### Instruction: Can I use my card at ATMs without adding it to my account? ### Response:

No, you cannot use your card at ATMs without adding it to your account.

### Instruction: Is there a fee to send money via MoneyPay to my MoneyPay friend? ### Response:

No, you can send money to your friends with MoneyPay for free.

### Instruction: Can I top up from a card in someone else's name? ### Response:

Yes, you can top up your account with someone else's credit/debit card.

### Instruction: What should the person I invite do to benefit from the campaign? ### Response:

You must sign up to MoneyPay and spend once with the invitation code you shared.

### Instruction: How can I close my card to contactless transactions? ### Response:

You can deactivate your card for contactless transactions by contacting the Call Center or via the application.

### Instruction: Where can I find out my MoneyPay account number? ### Response:

You can find out your account number from the user menu or EFT / Money Transfer screen.

### Instruction: Can I spend Ready Limit with my physical MoneyPay card? ### Response:

You cannot spend Ready Limit with your physical MoneyPay card.

### Instruction: Can I use my Ready Limit on any product? ### Response:

You can use your Ready Limit to purchase all products that have no shopping restrictions.

### Instruction: Can I withdraw money from an ATM with a MoneyPay Physical Card? ### Response:

Yes, you can withdraw money from all bank ATMs.

### Instruction: Is there a fee for money transfer to IBAN? ### Response:

Yes, the fee varies depending on the amount sent. (2TL+1%)

### Instruction: I don't want to use my Ready Limit, what should I do? ### Response:

Ready Limit does not activate unless used.

### Instruction: Why should I authenticate? ### Response:

To benefit from MoneyPay's privileges and increase your account limits, you must verify your identity.

### Instruction: Can I top up with foreign debit/credit cards? ### Response:

Yes, loading can be done with foreign credit and debit cards.

### Instruction: Does Ready Limit have a minimum payment option? ### Response:

Ready Limit does not currently have a minimum payment option.

### Instruction: Where can I pay with QR? ### Response:

You can make payments on all POS devices with QR feature.

### Instruction: On which issues can a chargeback request be made? ### Response:

Chargeback requests generally occur for the following reasons.

### Instruction: Which bank accounts can I transfer money to? ### Response:

You can transfer money to all banks.