1. General Information

Q1. How do I make a deposit?

A. On the Deposit page, click Create Virtual Account

B. Select the applicable clearing network (rail) and deposit channel.

C. Complete the required information for the deposit channel and submit the account-opening application. The application is usually completed within 1 minute.

D. After the account is created, follow the deposit instructions to make the transfer. You must use an account held in your own name.

Q2. What are the deposit limits?

See the table below. Only the listed entities and clearing networks have per-transaction deposit limits. Entities and clearing networks not listed are not subject to deposit limits.

Q3. How do I add a bank account for withdrawals?

A. Go to Withdraw and click Whitelisted Receiver.

B. Click Add bank account

C. Select the currency, clearing network, and withdrawal channel for the beneficiary bank account.

D. Enter the bank information and beneficiary information.

E. If you are using a channel for the first time, you need to activate its Virtual Account (VA) before adding a withdrawal bank account to that channel.

Q4. How do I make a withdrawal?

A. In the sidebar, select Withdraw, choose the fiat currency, select a linked beneficiary bank account, and enter the withdrawal amount and payment purpose.

B. Enter the email verification code and 2FA password. After verification, submit the fiat withdrawal request.

Q5. Which fiat currencies are supported for deposits and withdrawals?

The following fiat currencies are supported by each entity:

Q6. Are there any deposit or withdrawal fees?

OSL does not charge any deposit or withdrawal fees. Your remitting bank or intermediary bank may charge transfer or intermediary-bank fees, especially for SWIFT cross-border transfers. These fees are charged by the relevant banks, not OSL.

Q7. Are third-party bank accounts supported?

Deposits and withdrawals are only supported for bank accounts held in your own name. The name of the account holder for the remitting or beneficiary bank account must match the name registered with OSL. Third-party accounts are not supported; deposits from third-party accounts will be returned.

Q8. What are the withdrawal limits?

Note: Withdrawal limits vary by entity, withdrawal channel, currency, and clearing-network combination. For the ZA channel, withdrawals in different currencies are subject to a limit of HKD 100 million equivalent per transaction. For the Green Link channel, the limit is SGD 6 million equivalent per transaction.

2. Virtual Account (VA)

Q9. What is a Virtual Account (VA), and how is it different from a regular bank account?

VA (Virtual Account) is a dedicated deposit account assigned to you by OSL through a partner channel. When you transfer funds to your VA, the system automatically identifies the account associated with the funds and credits the funds to your OSL Funding Account.

Differences between a VA and a regular bank account:

• Ownership: The VA is opened by OSL with a partner bank and is not directly held by you. The funds are credited to and reflected in your OSL Funding Account.

• Dedicated allocation: Each customer has a dedicated VA for each currency, channel, and rail combination.

• Multiple clearing networks: A VA may support multiple clearing networks, such as SEPA or SWIFT for a EUR VA.

Q10. Why am I unable to create a VA?

Some customers do not currently have access to self-service VA creation. If you cannot create a VA in the system, contact your Account Manager for assistance.

3. Deposits

Q11. How long does a deposit take to be credited?

Arrival time depends on the remitting bank, currency, and clearing network:

Q12. Why is my deposit taking longer than expected to arrive?

Delayed deposits may be caused by:

• Bank processing delays: SWIFT transfers usually take 1–5 business days and may take longer during holidays or cross-time-zone processing.

• Manual review: Some deposits may trigger compliance review and require manual verification before crediting. If your deposit remains pending for an extended period, it may still be undergoing manual review. Please contact your Account Manager for an update.

• Incorrect transfer information: A mismatch between the remitter name and your OSL registered name, or an error in the beneficiary account, bank name, bank address, payment purpose, or transfer reference, may prevent the system from automatically matching the deposit, resulting in manual review.

Q13. What happens if I do not follow the deposit instructions?

Follow the receiving instructions provided for your Virtual Account (VA), including the bank name, account number, and SWIFT Code, and enter the transfer information accurately. Otherwise:

• Remitter name does not match the OSL registered name: The deposit will be flagged for review and the funds will be returned to the remitting account.

• Incorrect transfer information: The funds may enter manual review and take longer to arrive.

4. Withdrawals

Q14. What do I need to prepare before making a withdrawal?

Before making a withdrawal, you must add a beneficiary bank account in the OSL system. Make sure that:

• The beneficiary bank account holder name matches your OSL registered name.

• The bank account information is accurate, including the bank name, account number, SWIFT Code, and IBAN.

After adding the bank account, you can select it as the destination for your withdrawal request.

Q15. How long does a withdrawal take to reach my bank account?

Withdrawal arrival time depends on the currency and clearing network:

Withdrawal requests submitted after the bank cut-off time will be processed on the next business day.