GoPayz - FAQ

Most Asked Questions

You can sign up for GoPayz Service online by:

  1. downloading the GoPayz App directly from the App Store or Google Play Store, for free; or
  2. visiting GoPayz website at www.gopayz.com.my

Malaysian residents are welcome to apply for GoPayz Service as long as they are of 18 years of age and older.

Foreigners who work or reside in Malaysia can apply for the GoPayz Service as well. They will be required to provide details of their residential address in Malaysia.

You will be charged based on the table of fee provided under question 3 above. Cash withdrawals can be made using physical GoPayz Card at ATMs that accept Card Schemes cards such as Visa, Mastercard or UnionPay.

Please note that certain ATM may impose additional fees in addition to the fees specified above.

All it takes is 2 easy steps to sign up for GoPayz Service. You must first sign up for the Basic Wallet Account by completing the following steps:

  1. fill in your personal information required via GoPayz App or GoPayz Website to sign up for the GoPayz Service; and
  2. top up RM30.00 into your GoPayz Account

Once your Basic Wallet Account has been set up, you can upgrade your Basic Wallet Account to Premium Wallet Account by:

  1. telling us more about yourself by filling up the “know your customer” (KYC) form; and
  2. snap a photo of or upload a scanned copy of your MyKad or Polis/Tentera ID (for Malaysians) or your MyPR (for Malaysian Permanent Residents) or Passport (for foreigners).

You will not be charged for signing up for GoPayz Service or for your GoPayz Account.

For Premium Wallet Account, you have the option to apply for a physical GoPayz Card by remitting a fee of RM16.00 upon your application of the physical GoPayz Card.

For information on all other fees and charges applicable to the GoPayz Service, please refer to the fees and charges schedule below or visit www.gopayz.com.my:

No Item Fees and Charges Payable when
1 Physical Card Fee One-time fee of RM16.00 will be charged upon your request for a physical GoPayz Card under any of the card schemes such as Visa, Mastercard or UnionPay. Upon request for each physical GoPayz Card issued by us
2 Fee for Cash Withdrawal Via ATM

Overseas ATM withdrawal fee = RM10.00 per withdrawal.

Local ATM withdrawal = RM1.00 per withdrawal.

For card-less withdrawal, fee charged will vary based on the fee imposed by partners/respective banks.

For every transaction performed.
3 Card Replacement Fee

Card replacement fee = RM16.00 per card

Only applicable for those who opt in for physical GoPayz Card to be issued, and the card replacement request is initiated by customer due to lost, stolen or damaged physical GoPayz Card or disclosure of the physical GoPayz Card’s information to a third party

Upon our receipt of your request to replace the physical GoPayz Card.
4 Statement Request Fee Physical copy = RM5.00 per copy
E-statement = Free of charge
Upon request.
5 Retrieval of Sales Draft RM15.00 per sales draft Upon request.
6 Reload / top-up charges Online Banking (FPX) = No Charge
Other Payment Card = No Charge
Razer Cash @ 7-Eleven = RM2.00 per transaction For every reload performed.
7 Conversion of overseas transactions Transactions made in foreign currency shall be converted to Ringgit Malaysia at the conversion rate and charges as determined by the card schemes on the day of the conversion and shall be inclusive of 1% foreign exchange conversion charge. For every transaction.
8 Refund Handling Fee
  1. Via IBG RM 1.10
  2. Via Telegraphic Transfer (TT) RM 21.00

For clarity, refund happens when your GoPayz Account is terminated, you perform reload exceeding your GoPayz Account limit or a transaction is cancelled.

For every transaction.
9 Balance Enquiry Fee

RM1.00 per transaction at Local and Overseas ATMs

Enquiry made via GoPayz App / GoPayz Website are free of charge.

For every transaction.

You are advised to check the fees and charges applicable before you perform any transactions via your GoPayz Account.

How can we help you?

BM

You can sign up for GoPayz Service online by:

  1. downloading the GoPayz App directly from the App Store or Google Play Store, for free; or
  2. visiting GoPayz website at www.gopayz.com.my

All it takes is 2 easy steps to sign up for GoPayz Service. You must first sign up for the Basic Wallet Account by completing the following steps:

  1. fill in your personal information required via GoPayz App or GoPayz Website to sign up for the GoPayz Service; and
  2. top up RM30.00 into your GoPayz Account

Once your Basic Wallet Account has been set up, you can upgrade your Basic Wallet Account to Premium Wallet Account by:

  1. telling us more about yourself by filling up the “know your customer” (KYC) form; and
  2. snap a photo of or upload a scanned copy of your MyKad or Polis/Tentera ID (for Malaysians) or your MyPR (for Malaysian Permanent Residents) or Passport (for foreigners).

You will not be charged for signing up for GoPayz Service or for your GoPayz Account.

For Premium Wallet Account, you have the option to apply for a physical GoPayz Card by remitting a fee of RM16.00 upon your application of the physical GoPayz Card.

For information on all other fees and charges applicable to the GoPayz Service, please refer to the fees and charges schedule below or visit www.gopayz.com.my:

No Item Fees and Charges Payable when
1 Physical Card Fee One-time fee of RM16.00 will be charged upon your request for a physical GoPayz Card under any of the card schemes such as Visa, Mastercard or Union Pay. Upon request for each physical GoPayz Card issued by us
2 Fee for Cash Withdrawal Via ATM

Overseas ATM withdrawal fee = RM10.00 per withdrawal.

Local ATM withdrawal = RM1.00 per withdrawal.

For card-less withdrawal, fee charged will vary based on the fee imposed by partners/respective banks.

For every transaction performed.
3 Card Replacement Fee

Card replacement fee = RM16.00 per card

Only applicable for those who opt in for physical GoPayz Card to be issued, and the card replacement request is initiated by customer due to lost, stolen or damaged physical GoPayz Card or disclosure of the physical GoPayz Card’s information to a third party

Upon our receipt of your request to replace the physical GoPayz Card.
4 Statement Request Fee Physical copy = RM5.00 per copy
E-statement = Free of charge
Upon request.
5 Retrieval of Sales Draft RM15.00 per sales draft Upon request.
6 Reload / top-up charges Online Banking (FPX) = No Charge
Other Payment Card = No Charge
Razer Cash @ 7-Eleven = RM2.00 per transaction For every reload performed.
7 Conversion of overseas transactions Transactions made in foreign currency shall be converted to Ringgit Malaysia at the conversion rate and charges as determined by the card schemes on the day of the conversion and shall be inclusive of 1% foreign exchange conversion charge. For every transaction.
8 Refund Handling Fee
  1. Via IBG RM 1.10
  2. Via Telegraphic Transfer (TT) RM 21.00

For clarity, refund happens when your GoPayz Account is terminated, you perform reload exceeding your GoPayz Account limit or a transaction is cancelled.

For every transaction.
9 Balance Enquiry Fee

RM1.00 per transaction at Local and Overseas ATMs

Enquiry made via GoPayz App / GoPayz Website are free of charge.

For every transaction.

You are advised to check the fees and charges applicable before you perform any transactions via your GoPayz Account.

Malaysian residents are welcome to apply for GoPayz Service as long as they are of 18 years of age and older.

Foreigners who work or reside in Malaysia can apply for the GoPayz Service as well. They will be required to provide details of their residential address in Malaysia.

You will be charged based on the table of fee provided under question 3 above. Cash withdrawals can be made using physical GoPayz Card at ATMs that accept Card Schemes cards such as Visa, Mastercard or UnionPay.

Please note that certain ATM may impose additional fees in addition to the fees specified above.

The campaign shall commence from 23 March 2020, 12am – 22 April 2020, 11.59pm.

This campaign is open to all GoPayz users, limit to 2000 customers.

Enter promo code “GPHUNGRY” upon checkout for minimum spend of RM15 to enjoy RM5 discount instantly from total bill. Simple steps as below:

  1. Go to “Services” > “Lifestyle” > “Hungry”.
  2. Select your preferred meal(s) with a minimum spend of RM15.
  3. Apply promo code “GPHUNGRY” upon checkout and make payment via GoPayz account.

You may contact Hungry’s via phone at 03-2770 2880 or e-mail to cooperation@hungry2u.com.

The Service is offered by MaxMoney Sdn. Bhd., a licensed money service business provider to GoPayz subscribers via a secured platform to enable GoPayz subscribers to remit money at any time and from anywhere via GoPayz App or GoPayz Web.

Any individual of 18 years of age and above with valid government issued identification document.

You can use the Service to remit up to the maximum amount of RM 5,000 (inclusive of service fee) via GoPayz or not exceeding an aggregate amount of RM50,000 (inclusive of service fee) per day via Online Banking (FPX) and subject to the maximum amount allowed by Bank Negara Malaysia (“BNM”) in accordance BNM’s regulations.

RM50 per transaction including service fee.

You can make payment for the Service via the following channels:

  1. GoPayz e-Wallet; or
  2. Online Banking ( FPX )

You can use the Service via GoPayz App or GoPayz Web and follow the instructions provided.

You can find the daily exchange rate applicable under the “Remittance” tab via GoPayz App and GoPayz Web.

  1. Bangladesh;
  2. India;
  3. Philippines;
  4. Indonesia;
  5. Nepal;
  6. Vietnam; and
  7. Pakistan.*

*The list of countries may be revised from time to time by U Mobile Services and MaxMoney.

You must choose 1 of the following methods of money collection under the “Add New Beneficiary” feature via the Service:

  1. credit to bank account; or
  2. cash pick up

Cash pick up is a payment that your recipient can collect as physical cash from the cash pick up location determined by MaxMoney.

The recipient who opts for cash pick up can collect cash from the following locations:

Country Cash Pick Up Location Bank Deposit
Indonesia Bank Negara Indonesia (BNI), Post Indonesia (PT Pos) & Alfa Mart All Banks in Indonesia
Bangladesh Anywhere All Banks in Bangladesh
India All branches of Muthoot Finance All Banks in India
Nepal Anywhere All Banks in Nepal
Philippines Anywhere All Banks in Philippines
Vietnam All branches of Donga Bank/ Vietnam Bank/ Agri bank All Banks in Vietnam
Pakistan All Branches of MCB, UBL, National Bank of Pakistan (NBP), Bank Al Falah All Banks in Pakistan

Country Account Deposit (RM) Cash Pick Up (RM)
Bangladesh 10 10
India 10 10
Philippines 12 15
Indonesia 10 15
Nepal 12 12
Vietnam RM1 – RM500 = RM13
RM501 – RM3000 = RM15
RM3001 – RM5000 = RM20
RM5001 – RM10000 = RM40
RM10001 – RM50000 = RM45
Pakistan Free RM1-RM800 RM15
>= RM801 Free

  1. For GoPayz customers who have not registered for Maxmoney’s service before via Maxmoney’s portal:
    1. once you click on the remittance icon, you will be navigated to MaxMoney’s online portal;
    2. you will land on MaxMoney’s service registration page;
    3. you must complete the registration process;
    4. MaxMoney will process your registration and contact you to conduct the necessary know your customer checks;
    5. if your registration is successful, MaxMoney will notify you via e-mail;
    6. upon receipt of MaxMoney’s e-mail, you can use the Service via GoPayz by following the steps listed under paragraph (b) below.
  2. GoPayz customers who have registered for MaxMoney’s service

    Step 1 -Log in to GoPayz App / GoPayz Web

    Step 2 -Select “Services”

    Step 3 -Then select “Remittance” under Financial Services

    Step 4 -You will be redirected to MaxMoney’s portal to key in your password and continue with your transaction.

Step 1 -Log in to GoPayz App/ GoPayz Web

Step 2 -Select “Services”

Step 3 -Then select “Remittance” under Financial Services

Step 4 -You will be navigated to MaxMoney’s portal

Step 6 -Select preferred currency and the amount to remit

Step 7 -Click on “Add New Beneficiary” tab

Step 8 -Fill in beneficiary information

Step 9 - Click “Add Beneficiary” to save and continue with your transaction.

You can view the status of the Service by viewing the Transaction History or may contact our customer service at 018 388 3388 for further details.

No additional charges levied on the beneficiary.

KYC stands for "Know-Your-Customer" for establishing business relationships and conducting consumer due diligence. Verification process will be conducted to confirm the customer’s identity before they can proceed for remittance.

Yes. Cancellation can be done only if the transaction has not been paid or credited into the recipient's bank account. Kindly contact our Customer Care at 018 388 3388 for cancellation request.

You can contact our Customer Care at 018 388 3388 or email us at customercare@gopayz.com.my with the following details:-

  1. Customer Name, Phone Number, Email address
  2. Date of Transaction
  3. Details of Transaction such as Money Transfer, Order ID, Amount, Currency
  4. Reason for cancellation/refund

Once the transaction has been confirm cancelled, a refund usually takes at least of 2 working days for the money to be credited back to you.

You can contact our Customer Care at 018 388 3388 for more details.

You can contact our Customer Care at 018 388 3388 or email us at customercare@gopayz.com.my.

GoInsure Travel is offered and underwritten by Chubb Insurance Malaysia Berhad Registration No. 197001000564 (9827A)(“Chubb”), an insurer licensed under the Financial Services Act 2013 and regulated by Bank Negara Malaysia and is promoted by U Mobile Services Sdn Bhd Registration No. 200401034375 (672884-H)(“U Mobile Services”) to its customers.

Please refer to www.gopayz.com.my for more details.

GoInsure Travel is an insurance product that covers medical expenses, trip cancellation, lost luggage, flight delays and other losses incurred while travelling, either internationally or domestically.

Kindly refer to the product disclosure sheet for further details

Types of Plan and Eligibility

  1. GoInsure Travel is made available to GoPayz customers and GoPayz customers’ spouse and children only based on the eligibility criteria listed below:
    Classification Eligibility Criteria
    Insured Person
    1. a GoPayz customer;
    2. Malaysian, Malaysian Permanent Resident, valid work permit holder, valid employment pass holder, valid dependent pass holder, valid long-term social visit pass holder or valid student pass holder; and
    3. of at least 18 years of age on the commencement date of insured period as indicated in the ecertificate.
    Spouse of the Insured Person
    1. Malaysian, Malaysian Permanent Resident, valid work permit holder, valid employment pass holder, valid dependent pass holder, valid long-term social visit pass holder or valid student pass holder; and
    2. of at least 18 years of age on the commencement date of the insured period as indicated in the e-certificate.
    Children of the Insured
    1. Malaysian, Malaysian Permanent Resident, valid dependent pass holder or valid student pass holder; and
    2. at least 30 days of age and not more than 18 years on the commencement date of insured period as indicated in the ecertificate; or
    3. not more than 23 years of age if the child is a full time student at a recognised tertiary institution)on the commencement date of insured period as indicated in the ecertificate; and
    4. unmarried; and
    5. unemployed.

    Please refer to the policy wording for more details.

There are 2 types of GoInsure Travel plan available for GoPayz customers as follows:

  1. single trip plan; and
  2. annual trip plan.

The insured period for the GoInsure Travel is the travel period indicated by you and as stated in the Certificate of Insurance.

For example during a return trip, if you are travelling to multiple countries from 14 January 2019 until 10 February 2019, your insured period is from 14 January 2019 to 10 February 2019.

No. You must purchase GoInsure Travel before you start your journey.

Yes, both of you must purchase 1 GoInsure Travel policy each, through your respective Gopayz accounts.

Yes, you can, by purchasing the single trip plan under GoInsure Travel.

The GoInsure Travel for a single trip provides coverage during the insured period or when you arrive at the airport in country x.

You can purchase GoInsure Travel via GoPayz by selecting the travel insurance tab and following the instructions provided.

Yes, you may purchase GoInsure Travel for your spouse or child(ren) only, if he/she meets the eligibility requirement for GoInsure Travel (See question number 1 of this FAQ under Types of Plan and Eligibility) subject to the terms and conditions imposed for the purchase of GoInsure Travel provided at www.gopayz.com.my.

Once you have successfully paid for GoInsure Travel, you will receive the GoInsure Travel e-certificate and policy wording describing the benefits and your coverage via e-mail from Chubb within 3 working days from the date of your payment.

You can choose to pay for the GoInsure Travel premium via your GoPayz account, debit card or credit card

Medical Cover

No, however, please note that there are exclusions such as pre-existing medical conditions, which may not be covered under the medical expenses benefit of your GoInsure Travel policy.

Please refer to the policy wording for full details

Any medical condition, which you have reasonable knowledge of, which you suffer from, 12 months prior to the commencement date of the insured period.

Please refer to policy wording for full details.

No, this option is not available for GoInsure Travel.

No, the GoInsure Travel policy does not cover any pregnancy-related issues other than accidental miscarriage due to bodily injury as a result of an accident during the insured period.

Yes, it is covered if it occurs as a result of an accident during the insured period. However, this does not include costs of dentures.

Baggage Cover

No, the amount of baggage cover cannot be increased.

No, GoInsure Travel does not cover any equipment on hire or lease.

Gifts and articles purchased during the journey may be covered subject to terms and conditions of the GoInsure Travel policy.

Please refer to Section 14 of the policy wording; “Loss or Damage of Personal Property and Baggage” - Property not Covered" in the policy wording.

GoInsure Travel provides coverage for the benefit amount specified in the Benefit Schedule under Section 18 of the policy wording; “Baggage Delay” for every full 6 consecutive hours of delay, up to the maximum amount specified in the Benefit Schedule under the same benefit, regardless whether it involves 1 or more baggage.

The GoInsure Travel policy provides baggage lost coverage of up to the maximum limit specified under Section 14 of the policy wording; Loss/Damage of Personal Property & Baggage.

No, it would not be covered as unaccompanied baggage is not covered under the GoInsure Travel policy.

No, confiscated items by any governmental authority is not covered.

The limit of cover varies depending on the type of GoInsure Travel policy purchased.

For details, kindly refer to the Summary of Benefits

Sports and Sporting Equipment

You may refer to the definition of “Extreme Sports and Sporting Activities” under Section 1 of the policy wording which lists out the type of extreme sports and sporting activities that are not covered.

No, sporting equipment are not covered except for golf equipment, if the GoInsure Travel policy you purchased has the Gold equipment benefit.

Please refer to Section 27B – Loss of Golf Equipment Due to Theft under the policy wording for full details.

Trip Cancellation

No, the policy excludes trip cancellation claims caused by business, financial and contractual obligations.

No, this is not covered under the GoInsure Travel policy coverage.

You will be covered if you are forced to cancel or postpone your travel plan as the direct and necessary result of any of the following specified causes:

Type of Specified Cause Overseas Journey Domestic Journey
Timeline of specified cause occurrence covered
(i) Your Death This event may occur any time before the scheduled departure date This event must occur within 7 days before the scheduled departure date.
(ii)You sustaining bodily Injury or suffering from a sickness, which in the opinion of a physician causes you to be unfit to travel on a scheduled departure date This event must occur within 60 days before the scheduled departure date.
(iii) The death of your family member of travel companion before the scheduled departure date This event must occur within 30 days before the scheduled departure date.
(iv) Bodily injury or sickness of your family member or travel companion necessitating him/her to be confined to a hospital
(v) You or your travel companion are or required to be in compulsory quarantine, are subpoenaed or kidnapped, cancellation of scheduled common carrier services consequent upon strike, riot or civil commotion which is beyond your control at the planned destination. This event must occur within 14 days before the scheduled departure date and must be accompanied with travel advice, requisite proof or report from the relevant authority(s).
(vi) Your residence in Malaysia becoming uninhabitable following fire, storm, or flood occurring such that your presence is required on the premises on the scheduled departure date, or due to natural disasters at the destination country which prevent you from commencing the journey.

Please refer to the Section 11 – Travel Cancellation of the policy wording –for more details.

Yes, you can make a claim if the natural disaster occurs 14 days before your scheduled departure date as indicated in your e-certificate.

You must provide the travel advice from the relevant authority as evidence to substantiate your claim.

Nomination

No, it is not compulsory for you to nominate a beneficiary under the GoInsure Travel. However, if you wish to nominate a beneficiary, you may do so by filling up the nomination form and submit the duly completed form via email to Chubb at goinsure.MY@chubb.com.

However, as provided under Schedule 10 of the Financial Service Act 2013, you may nominate a natural person to receive policy moneys payable upon your death

You may download the nomination form from www.chubb.com/my-goinsure.

The nomination form has to be filled up accordingly, signed by you and witnessed by a person of sound mind, who has attained the aged of 18 years of age and who is not the named nominee. If this is not done, the nomination form is not valid and Chubb cannot pay out policy moneys in reliance of an invalid nomination form.

The signed and witnessed nomination form can then be faxed or emailed to Chubb.

You can nominate anyone but should you choose to nominate someone other than your child, spouse or parent, Schedule 10 of the Financial Service Act 2013 provides that the person can only receive the policy moneys as executor (not as beneficiary). If you wish for that person to receive the moneys as beneficiary, then you will have to assign the policy benefits to that person.

If you do not nominate, the policy moneys will be paid to the rightful beneficiary of your estate in accordance with the law

Others

Chubb shall remit the benefits amount directly to the insured except for death benefit, where the benefits amount will be payable to the insured’s nominee or if there is no such nominee, to nominee or the rightful beneficiary that Chubb is required to pay under the law.

If you are entitled to a refund or reimbursement of all or part of such expenses from any other sources, or if there is in place any other insurance against the events covered under the GoInsure Travel policy, Chubb will only be liable for the excess of the amount recoverable from such other source of insurance.

As an illustration, if you have submitted a claim of total sum of RM 800 for damage of baggage to Insurance Company A which has exceed the claim limit of RM500. Chubb shall cover the excess of amount with the balance of RM300 only

You may cancel your GoInsure Travel policy in the following manner:

Type of GoInsure Travel Cancellation Method
Single Trip Plan
  1. You may cancel GoInsure Travel at any time by providing 7 days’ written notice (“Cancellation Notice”) to Chubb by email to Chubb at goinsure.MY@chubb.com; and
  2. if the e-Certificate has already been issued before Chubb’s receipt of the Cancellation Notice, no refund of premium will be made to you.
Annual Plan
  1. You may cancel GoInsure Travel at any time by providing the Cancellation Notice during the insured period; and
  2. upon receipt of the Cancellation Notice, Chubb may provide a refund of the premium paid as follows:

    Month during which coverage is cancelled % of total premium paid to be refunded
    Within 2 months from the GoInsure Travel annual policy effective date. 60%
    Within 3 months from the GoInsure Travel annual policy effective date 50%
    Within 4 months from the GoInsure Travel annual policy effective date. 40%
    Within 5 months from GoInsure Travel annual policy effective date. 30%
    Within 6 months from GoInsure Travel annual policy effective date. 25%
    Over 6 months from GoInsure Travel annual policy effective date. No refund

  3. you will not be entitled to receive a refund if you have made a claim during the insured period.

It is important that you inform Chubb any changes in your contact details to ensure that all the correspondence reach you on a timely manner.

If there are any changes to your contact details, you may notify Chubb by downloading the Personal Data Correction Request Form from www.chubb.com/my-goinsure and email the duly completed form to Chubb at goinsure.MY@chubb.com

  1. Claim for accidental death/ permanent disablement benefits
    Your GoInsure Travel will be immediately terminated upon Chubb’s payment of the benefits due under the accidental death or permanent disablement benefits.
  2. Claim for other benefits
    1. The GoInsure Travel will not be terminated upon Chubb’s payment of other benefits due; and
    2. the claim made must be based on a reimbursement basis per accident and must not exceed the sum insured. However, please note that Chubb will only pay for 1 benefit per claim as provided under the policy wording.

  3. Please refer to Policy Wording for full details.

If your claim is payable under the GoInsure Travel, Chubb will remit the benefits payment within 14 working days from the day the claim is approved, subject to receipt of full and complete documentation.

You must submit all claims directly to Chubb by downloading the claim form from www.chubb.com/my-goinsure and emailing the duly completed form together with complete documentation to Chubb at A&HClaimsconnect@chubb.com

You can view the transaction history of the GoInsure Travel purchased and payment details for the past 3 months via your GoPayz account under the “Transaction” tab.

You may contact Chubb’s customer careline at 03-20583198 or via email at goinsure.MY@chubb.com

  1. Yes. The GoInsure Travel coverage will not be automatically terminated upon termination of your GoPayz account.
  2. Upon termination of your GoPayz account, you will be entitled to receive coverage until the expiry of the insured period of the GoInsure Travel.
  3. As an illustration, if your GoInsure Travel annual plan is effective on 1 December 2019 and your GoPayz Account is terminated on 5 December 2019, your GoInsure Travel will be continued until 31 December 2020 (i.e. The expiry date of the GoInsure Travel coverage).

You can submit your claim after your GoInsure Travel is cancelled for any accident that occurred during the insured period subject to your claim limit.

GoInsure Motor is a private car insurance package which provides insurance against liabilities to other parties for injury or death, damage to other parties’ property, and accidental or fire damage to your vehicle or theft of your vehicle. It also provides cover such as unlimited towing, minor road side repairs, replacement car service, home burglary and full car body paint service subject to the terms and conditions of GoInsure Motor policy wording (“Policy Wording”).

GoInsure Motor is underwritten by Chubb Insurance Malaysia Berhad, Registration Number: 197001000564 (9827-A) (“Chubb”), an insurer licensed under the Financial Services Act 2013, regulated by Bank Negara Malaysia and is promoted by U Mobile Services Sdn Bhd (672884-H) (“U Mobile Services”) to its GoPayz customers.

Please refer to the Policy Wording made available at www.chubb.com/my-goinsure or www.gopayz.com.my for more details.

GoInsure Motor provides coverage for the following:

Type of Plan Standard Deluxe
Mandatory Sections
*Loss or damage to your car Up to the Sum Insured
*Liability to third party
  1. unlimited amount for death or bodily injury to third party; or
  2. up to a maximum amount of RM3million for third party property damage.
Package Coverage
**Towing and minor repair service
  1. towing – Unlimited amount; and
  2. minor repair service – free labour charges up to RM400 per incident.
***Replacement Car Service Up to 10 days per incident.
***Hotel Accommodation Reimbursement Up to RM200 per day and up to a maximum of 5 days per incident Up to RM200 per day and up to a maximum of 10 days per incident
Home Burglary Cash Relief due to burglary at Your house RM1,000 per incident and up to a maximum of 2 incidents during the period of insurance.
*Full car body paint service Not Provided Up to RM3,000 per incident
*Cleaning Cost of the vehicle Not Provided Up to RM1,000 per incident
Handbag And wallet guard due to break-in to the vehicle Not Provided Up to RM1,000 per incident and up to a maximum of 2 times during the period of insurance
Special Perils Not Provided Up to the Sum Insured


Note:
*Due to accident only
**Due to accident or vehicle breakdown
***Due to accident or vehicle breakdown which occurs 100km away from home and the repairs will take more than 48 hours


Optional endorsement that you may wish to purchase by paying additional premium:

  1. Windscreen damage;
  2. Legal Liability of Passenger (LLP);
  3. Legal Liability to Passenger;
  4. Damage arising from flood and landslide (special peril);
  5. Strike Riot and Civil Commotion (SRCC);
  6. Additional Named Driver; or
  7. Betterment Buy Back

GoInsure Motor is exclusively offered to GoPayz premium wallet users and any individual for whom the GoInsure Motor is purchased for via the GoPayz customers’ GoPayz Account who meet the following requirement (“Third Party”):

  1. Malaysian citizens or permanent residents with valid NRIC; and
  2. aged 18 years and above with a valid driving license.

The purchase of GoInsure Motor is subject to the terms and conditions of the Policy Wording.

GoInsure Motor provides coverage for private cars below 15 years old from its manufacturing date that are registered with Jabatan Pengangkutan Jalan Malaysia (JPJ) and used within Malaysia only.

The insurance coverage period under GoInsure Motor is 1 year

The coverage period shall start from the period of insurance as provided in the application and once the premium payable is successfully deducted from your GoPayz Account or debit card account linked to your GoPayz Account or charged to your credit card linked to your GoPayz Account.

As an illustration, if you sign up for GoInsure Motor on 13 February 2020 and the premium is successfully deducted from your GoPayz Account or debit card account linked to your GoPayz Account or charged to your credit card linked to your GoPayz Account, you can opt for the coverage period to commence from 13 February 2020 onwards. For example, if you select 15 February 2020 for the coverage period commencement, your coverage period will be 15 February 2020 until 14 February 2021.

You can purchase GoInsure Motor via GoPayz by selecting motor insurance tab and following the instructions provided.

For the full list of exclusions, please refer to the policy wordings from www.chubb.com/my-goinsure

Once you have successfully purchased GoInsure Motor, you will receive the GoInsure Motor e-policy document via e-mail from Chubb within 3 working days from the date of successful purchase.

The premium for GoInsure Motor will be deducted from your GoPayz Account or the debit/credit card you provide at the point of registration (depending on the payment method you select).

It is essential to insure your vehicle at the market value and not any value you choose to avoid under-insurance.

For clarity, under-insurance occurs if:


The sum insured of your car is less than the market value at the time of the loss, we will only bear part of the loss in proportion to the difference between the market value and the sum insured as shown in the formula below:

Sum Insured x Assessed Loss
Market Value

The balance of the loss amount incurred and not covered under GoInsure Motor has to be borne by you. However, this will only apply if the under-insured amount is more than 10% of the market value.

You may renew your road tax via http://www.myeg.com.my/services/jpj.

You can contact Chubb Motor Assist at 1300 88 0128, which is available 24 hours a day, 7 days a week for any assistance during an emergency or accident.

You may cancel your policy at any time by notifying Chubb via email to goinsure.MY@chubb.com.

Upon submission of the termination notice to Chubb, you will need to liaise with Chubb’s customer careline at 03-20583198 on the refund process.

It is important that you inform Chubb of any changes in your contact details to ensure that all the correspondence reach you on a timely manner.

If there are any changes to your contact details, you may notify Chubb by downloading the Personal Data Correction Request Form from www.chubb.com/my-goinsure and email the duly completed form to Chubb at goinsure.MY@chubb.com

If your claim is payable under GoInsure Motor, Chubb will remit the benefit payment within 14 working days from the day the claim is approved, subject to Chubb’s receipt of complete and correct documentation and the terms and conditions of the policy wordings

You must submit all claims directly to Chubb by downloading the claim form from www.chubb.com/my-goinsure and emailing the duly completed form together with all the necessary documents to support your claim to Chubb at goinsure.MY@chubb.com

You can view the transaction history of the GoInsure Motor purchased and payment details for the past 3 months via your GoPayz account under the “Transaction” tab.

You may contact Chubb’s customer careline at 03-20583198 or via email at goinsure.MY@chubb.com

  1. Yes, you will be entitled to receive coverage until the expiry of the coverage period of such terminated GoPayz account.
  2. As an illustration, if your GoInsure Motor is effective on 1 February 2019 and your GoPayz Account is terminated on 7 May 2019, your GoInsure Motor will be continued until 29 February 2020 (i.e. the expiry date of the GoInsure Motor coverage).

This campaign is open to all new and existing customers with a GoPayz Premium Wallet. Each eligible customer can participate once throughout the entire promotion period, limit to the first 3,000 eligible customers only.

The promo shall commence from 21 February 2020 – 21 April 2020, limited to first 3,000 eligible users, on a first come first serve basis.

Card Protect 2 is a comprehensive assistance service made available by CPP Malaysia Sdn Bhd to GoPayz customers to help customers carry on their lives without interruptions in the event of lost or theft of GoPayz physical cards/e-wallet or other financial cards. If you are losing your belongings when you are travelling domestically or overseas, CPP will provide you travel assistance in terms of cash in advance or to pay for your hotel bills.

Subscribe to Card Protect 2 membership and enjoy 3 months free coverage worth RM24.

Just follow the steps below to subscribe Card Protect 2 membership and enjoy FREE Coverage:

  1. Upgrade to premium wallet
  2. Top up a minimum RM30 into your GoPayz account
  3. Promo code will made available under “Rewards - My Vouchers” section
  4. Apply promo code upon checkout

You can cancel your membership with full refund during the cooling off period, which is 14 days from the membership start date. Strictly no termination after the 14 days cooling off period for the free 3 months coverage.

For assistance in relation to Card Protect 2, please contact CPP Customer Care at 1-800-888-277 (or +603-78900098 if overseas) or email at services@cpasia.com.

You can top up your wallet via below channels:

  1. Debit or prepaid cards
  2. Online Banking (FPX)
  3. Cash at 7-eleven (RM2 will charged for top-ups purchased at 7-Eleven hence you need to purchase top-up a minimum of RM32 at 7-Eleven.)

You could’ve missed the promo! This promotion is valid to first 3,000 customers on a first come first serve basis.

Please call GoPayz Customer Care at +6018 388 3388 (24 hours support) or email to customercare@gopayz.com.my for enquiries and assistance.

The Service is offered by MaxMoney Sdn. Bhd to GoPayz subscribers via a secured platform to enable GoPayz subscribers to purchase foreign currency at any time and from anywhere via GoPayz App or GoPayz Web,

All GoPayz basic and premium account subscribers can use the Service.

You can perform the Service via GoPayz App or GoPayz Web.

When you perform the Service, you must indicate your preferred foreign currency notes collection method from the following options:

  1. delivery of the foreign currency notes to your doorstep if you are located within Klang Valley, KLIA and KLIA2); or
  2. collection of the foreign currency notes at any of MaxMoney’s branches located in Kuala Lumpur, Selangor, Johor, Penang and Perak as listed at www.maxmoney.com.

The list of the available currency exchange rates are made available via the foreign currency exchange calculator at www.maxmoney.com

Please see the details for the collection or delivery of your foreign currency notes listed below:

Type of Delivery/Collection Doorstep Delivery Collection from MaxMoney’s Branch
“Speed Delivery” Option “Scheduled My Delivery” Option
Time of order placement via the Service Between 10am to 5pm on a working day After 5pm on a working day or at any time on a non-working day N/A N/A
Time of Delivery of Foreign Currency Notes to you Within 3 Hours from the time you place your order via the Service. Between 10am -1 pm on the next working day. At the preferred date and time on a working day from 1 pm till 8 pm as indicated by you. N/A
Time of Collection from MaxMoney’s branch selected N/A N/A N/A From 12.00pm onwards on the next working day

No you cannot, as the Service do not offer sale of foreign currency by customers via GoPayz.

Please follow the following steps:
Step 1: Click on ‘Online Currency Exchange’ icon in GoPayz under the Financial Services tab.
Step 2: You will be redirected to MaxMoney’s website for Express Delivery.
Step 3: You are required to key in your email address where the transaction receipt will be delivered.
Step 4: You must select your preferred currency for conversion in the calculator and ‘Add to Cart’.
Step 5: You can choose up to 5 currencies per transaction.
Step 6: Key in the ‘Order Purpose’.
Step 7: Choose Delivery Options.
Step 8: Confirmation page.
Step 10: Proceed for Payment.

  1. GoPayz eWallet;
  2. Online Banking (FPX).

RM50 per transaction.

You can transact up to the maximum amount of RM 5,000 via GoPayz or RM50,000 per day via Online Banking (FPX).

Yes.

The delivery fees is calculated based on the distance from MaxMoney headquarters located at Level 15-11, Q Sentral, Jalan Stesen Sentral 2, Kuala Lumpur, 50470 to your delivery location via Google map.

Yes, you can.

Please follow the steps as below if you would like to authorise a third party to collect the foreign currency on your behalf.

Step 1 : Under ‘Pick Up by Whom?’ You are required to select the option ‘By Third Party’.
Step 2 : You are required to fill in all the details of the third party who is authorised to pick up the foreign currency such as full name, NRIC/Passport Number and mobile number.

Please check your junk mail box. If you have yet to receive the confirmation e-mail, please call our GoPayz Customer Care at 018 388 3388 for further assistance.

Please contact our GoPayz Customer Care at 018 388 3388 for further assistance.

Yes you can. Please contact our GoPayz Customer Care at 018 388 3388 or email us at customercare@gopayz.com.my and include details such as your name, order ID, reason for cancellation and bank account details to enable MaxMoney to provide a refund to you due to the cancellation, if applicable.

No, there are no cancellation charges imposed.

  1. GoTakaful is managed by Sun Life Malaysia Takaful Berhad Registration No. 200501012215 (689263-M) (“SLMT”), a takaful operator registered with Bank Negara Malaysia under the Islamic Financial Services Act 2013 and is promoted by U Mobile Services Sdn. Bhd. Registration No. 200401034375 (672884-H) (“U Mobile Services”) to its customers. Please refer to www.gopayz.com.my for more details.
  2. GoTakaful is a monthly renewable non-surplus sharing family takaful term plan with coverage of up to 50 years of age. It provides a lump sum benefit in the event of death or total and permanent disability (“TPD”) of the person covered. Kindly refer to the product disclosure sheet for further details.

GoTakaful is exclusively offered to GoPayz customers who are:

  1. Malaysian citizens or permanent residents with valid NRIC;
  2. in good health condition; and
  3. aged between 18 up to 49 years of age at last birthday. As an illustration, if your date of birth is 28/11/1969, the last renewal date for GoTakaful plan will be 27/11/2019 which is a day before you turn 50.

GoTakaful is a monthly renewable family takaful plan that provides coverage of up to 50 years of age.

There are two plans offered under GoTakaful as listed in the table below.

GoTakaful Basic
No Benefits Coverage
1 Death / TPD due to all causes RM48,000
2 Accidental Death / Accidental TPD occurs at the Mosque/Surau or while performing Hajj/Umrah RM144,000
3 Funeral Expenses RM2,000

GoTakaful Advance
No Benefits Coverage
1 Death / TPD due to all causes RM68,000
2 Accidental Death / Accidental TPD RM136,000
3 Accidental Death / Accidental TPD occurs at the Mosque/Surau or while performing Hajj/Umrah RM204,000
4 Funeral Expenses RM2,000

You can enrol for GoTakaful via GoPayz by following the steps listed below:-

  1. select Services under the GoPayz App;
  2. go to Islamic page;
  3. click Family Takaful;
  4. choose the type of GoTakaful plan you would like to enrol for; and
  5. confirm & Make the contribution payment.

No. One customer can only enrol for one GoTakaful plan at a time.

No, you just need to answer a simple question about your health condition.

Once you have successfully enrolled for the GoTakaful plan, you will receive the GoTakaful certificate via e-mail from SLMT. You can also view the certificate documents under My Certificate tab in GoPayz.

No. You can only enrol for GoTakaful plan for yourself. Your son can enrol in the GoTakaful if he meets the eligibility requirement for the plan including signing up as a GoPayz customer.

Yes, the contribution paid for GoTakaful may entitle you to claim for personal income tax relief subject to Malaysia Inland Revenue Board’s final decision.

Kindly refer to SLMT’s product disclosure sheet for the exclusions or you may refer to the contract documents for full list of exclusions as made available at www.gopayz.com.my or https://www.sunlifemalaysia.com/.

Yes, you can, as SLMT offers a Satisfaction Guaranteed Period, where you may cancel your plan within the Satisfaction Guaranteed Period and SLMT will provide the l refund for the full contribution paid for the plan. If you cancel at any point after the Satisfaction Guaranteed Period, you will have takaful protection under the plan up to the date when the next contribution becomes due. You can cancel the plan via GoPayz or by contacting GoPayz Customer Careline at +6018-388 3388.

For information about the Satisfaction Guarantee Period, please see question 13 below.

Under a standard takaful plan, a free look period is provided by your takaful provider, where you may cancel your takaful plan within 15 days from the delivery date of the first certificate of takaful. Within that period, your takaful provider refund for the full contribution paid to you.

However, under the GoTakaful plan, SLMT offers a 60-day satisfaction guaranteed period for GoTakaful where SLMT will provide the full refund of the contribution paid if you cancel your GoTakaful plan within 60 days from the date that your first contribution is deducted from your GoPayz account or debit card or charged to your credit card (“Satisfaction Guarantee Period”) instead of the normal 15 days period. This Satisfaction Guaranteed Period will apply unless notified otherwise by SLMT.

GoTakaful is a pure protection plan and do not provide any cash surrender value.

You must fill in the nomination form, which can be downloaded from SLMT’s website. You must submit the completed nomination form manually to SLMT’s head office or online via SLMT’s website. For more information on how to submit a nomination form, please visit http://www.sunlifemalaysia.com/customer-care/make-a-service-request/insurance/. Alternatively, you may call SLMT’s customer careline at +1300-88-5055 or email them at wecare@sunlifemalaysia.com for assistance.

You must submit all claims directly to SLMT. You may request SLMT’s personnel to contact you via GoPayz Family Takaful tab under ‘My Certificate’.

You can view your past 3 months GoTakaful plan that you have enrolled for and the respective payment details via your GoPayz account under “Transaction”.

Kindly ensure that all your personal details are complete and accurate prior to your enrolment. You will need to update SLMT or U Mobile Services if there are any changes to your personal details after you have enrolled in GoTakaful plan.

You may contact SLMT’s customer careline at +1300-88-5055 or via email at wecare@sunlifemalaysia.com.

No. As this plan is exclusively designed for GoPayz customers, once your GoPayz account is terminated, you are not eligible to enrol for the GoTakaful plan and your existing GoTakaful plan will be terminated

Kindly ensure that your GoPayz account is active when you request for a contribution refund during the Satisfaction Guaranteed Period. Refund request will not be entertained if your GoPayz account has been closed.

No. You will not be eligible to submit any claims after the cancellation of your GoTakaful and if the event from which you would like to submit a claim happens while the certificate of takaful is not in-force.

Refund will be credited to your GoPayz account or debit/credit card (which you used to pay for your GoTakaful contribution).

You may opt to remit the contribution for GoTakaful by using GoPayz account or your debit/credit card.

GoTakaful will be automatically renewed on a monthly basis provided that the monthly contribution is successfully:

  1. deducted from your GoPayz account or debit card; or
  2. charged to your credit card.

You must ensure you have sufficient credit in your GoPayz account/debit card to pay for the contribution chargeable. If you select to pay using credit card, you must ensure that the contribution chargeable does not exceed your credit card limit.

The promotion shall commence from 7 January – 2 March 2020.

You must hold an active GoLife Plus plan and use your GoPayz Card (MasterCard, UnionPay or Visa) to perform purchases as stated in Spend & Win Campaign full terms & conditions during the promotion period. Weekly top 100 customers who have performed highest number of transaction count will be selected and rewarded.

The RM28 cashback will be credited to your GoPayz account within 14 days from your GoLife Plus subscription or renewal date.

You may check your GoPayz transaction history or contact our Customer Careline at 6018 388 3388 or email to customercare@gopayz.com.my for further checking.

Each customer is entitled for one (1) time cashback of RM28.

By clicking on “Wealth” session, you are allowed via GoPayz’s web and app to pay for unit trust funds that you purchase from iFAST Capital Sdn Bhd (FSMOne). You will be redirected to an external link; namely FSMOne platform, operated by FSMOne to perform the transaction accordingly.

You will need to upgrade to GoPayz Premium Wallet and open an investment account with FSMOne in order to purchase any unit trust product from FSMOne.

Your GoPayz Basic Wallet will be upgraded to Premium Wallet within 1 business day subject to terms and conditions which apply to your GoPayz account.

There will be sales charge levied by FSMOne for every payment of unit trust product via your GoPayz Premium Wallet. Total amount payable including the sales charge will be shown before you are asked to confirm payment.

You will receive a total of 3 confirmation emails sent by FSMOne; namely

  1. 1st email : when FSMOne receives your buy order;
  2. 2nd email : when FSMOne receives your payment;
  3. 3rd email : when your buy offer has been processed and your units have been priced by FSMOne.

You can only perform the transaction with full payment from either your GoPayz Premium Wallet or other accepted payment channels at FSMOne platform. No partial payments are allowed in any circumstances.

Any settlement funds from the sale of your unit trusts will not be paid into your GoPayz Premium Wallet. They will credited back to your preferred current/savings account that you specify when you open your investment account with FSMOne.

You may contact GoPayz Customer Service at 6018-3883388 or email us at customercare@gopayz.com.my

A RSP is a monthly subscription plan offered by FSMOne that enables you to invest a fixed amount of money into a particular fund on a monthly basis.

You have to pay on a monthly basis.

There are no charges for RSP subscription if you pay via GoPayz Premium Wallet. However, normal sales charge levied by FSMOne is applicable for RSP investments.

Contribution date is when your GoPayz Premium Wallet is deducted for the subscription of RSP while transaction date is when FSMOne processes your RSP transaction.

The contribution date is on the 13th of every month while transaction date is on the 15th of every month.

If there’s insufficient balance in your GoPayz Premium Wallet, FSMOne will not process your order and you will be notified by FSMOne by email of your unsuccessful order. If you have subscribed to the RSP, your RSP subscription will be terminated by FSMOne after 3 consecutive unsuccessful attempts to deduct your GoPayz Premium Wallet for the monthly subscription RSP amount. You will need to reapply RSP online via the FSMOne platform if you wish to continue the RSP subscription.

You may contact FSMOne Customer Service at 603-21490567 or email at clienthelp.my@fundsupermart.com.

Please contact FSMOne as the RSP will be governed by its applicable terms and conditions.

  1. GoInsure PA is offered and underwritten by Chubb Insurance Malaysia Berhad Registration No. 197001000564 (9827-A) (“Chubb”), an insurer licensed by Bank Negara Malaysia under the Financial Services Act 2013 and is promoted by U Mobile Services Sdn. Bhd. Registration No. 200401034375 (672884-H) (“U Mobile Services”) to its customers. Please refer to www.gopayz.com.my for more details
  2. GoInsure PA is an insurance product designed to protect you in the event of bodily injury arising from an accident that results in death or permanent disablement as well as medical expenses on a reimbursement basis, accidental hospital income, funeral expenses and mobility expenses due to accident. Kindly refer to the product disclosure sheet for further details.

GoInsure PA provides coverage for the following:

Benefits Sum Insured
Accidental death RM 55,000
Accidental disability Up to RM 55,000
Accidental daily hospital Income (payable up to 90 days) RM 50 per day (up to RM4,500)
Accident medical expenses (on a reimbursement basis) Up to RM 500 per accident (maximum amount of up to RM2,000 per annum)
Funeral expenses (due to accident) RM 2,500
Mobility expenses (on a reimbursement basis) Up to RM 5,000

GoInsure Personal Accident Insurance is exclusively offered to GoPayz customers who are:

  1. Malaysian citizens or permanent residents with valid NRIC; and
  2. aged between 18 up to 70 years on the effective date of coverage. As an illustration, if your date of birth is 28/11/1949, the last renewal date for GoInsure PA will be 27/11/2019, which is a day before you turn 70.

GoInsure PA is a monthly renewable insurance plan that provides coverage of up to 70 years of age.

The coverage shall start once the premium payable is successfully deducted from your GoPayz Account or debit card account linked to your GoPayz Account or charged to your credit card linked to your GoPayz Account.

You can purchase GoInsure PA via GoPayz by selecting personal accident insurance tab and following the instructions provided.

No. One customer can only purchase one GoInsure PA policy at one time.

However, if you have purchased more than one GoInsure PA, your insurance coverage will only be effected for the first GoInsure PA purchased. Chubb shall cancel the 2nd GoInsure PA purchased and the premium paid for the GoInsure PA purchased will be refunded to you by Chubb. U Mobile Services shall not be responsible for the 2nd GoInsure PA purchased and the premium refund due for such purchase.

Yes, you may purchase GoInsure PA for your spouse or child(ren) only, if he/she meets the eligibility requirement for GoInsure PA subject to the terms and conditions imposed for the purchase of GoInsure PA.

Once you have successfully paid for GoInsure PA, you will receive the GoInsure PA e-certificate and policy wording describing the benefits and your coverage via e-mail from Chubb within 2 working days from the date of your payment.

  1. No, there is no waiting period under GoInsure PA.
  2. The coverage of GoInsure PA will be effective immediately upon your successful payment of GoInsure PA.

Yes, you will be entitled to receive the benefits of the coverage of the GoInsure PA purchased, anytime, anywhere around the world, during your GoInsure PA coverage period.

  1. The monthly premium due for the GoInsure PA will be deducted
  2. from your GoPayz Account or registered debit/credit card.
  3. GoInsure PA will be automatically renewed on a monthly basis provided that the monthly premium is successfully:
    1. deducted from your GoPayz account or debit card; or
    2. charged to your credit card.
  4. You must ensure you have sufficient credit in your GoPayz account or debit card to pay for the premium chargeable.
  5. If you select to pay using credit card, you must ensure that the premium chargeable does not exceed your credit card limit.

No, your GoInsure PA coverage will automatically terminate once you attain the age of 71.

No, you will not be required to answer any medical questions nor undergo any medical check-up.

You can make a nomination by downloading the nomination form from www.chubb.com/my-goinsure and submitting the duly completed form via email to Chubb at goinsure.MY@chubb.com.

Chubb shall remit the benefit amount directly to the insured except for accidental death benefit, where the benefit amount will be payable to the insured’s nominee, or if there is no such nominee, to the person that Chubb is required to pay under the law.

  1. The GoInsure PA will not apply to any benefit arising out of the insured person engaging in the following professions when on duty; professional sports, police, firefighters, military, naval, air force, law enforcement services or operations (other than “rukun tetangga” or community policing), cabin attendants, stewards and pilots.
  2. However, the exclusions above are non-exhaustive. Please refer to the GoInsure PA policy for the full list of exclusions under the GoInsure PA.

  1. Accidental death/disability
    1. If you have other personal accident policies, in addition to GoInsure PA, you or your nominee/beneficiary may submit a claim for accidental death/disability under every personal accident policy you are subscribed to including GoInsure PA.
    2. As an illustration, if you have an existing personal accident policy issued by Insurer company A and you purchased GoInsure PA, your nominee or beneficiary can claim the benefit under both, from your personal accident policy issued by company A and your GoInsure PA, in the event of your death due to an accident.

  2. Medical expenses and mobility expenses
    1. You can only claim up to the amount that has been spent for medical and mobility expenses only.
    2. If you have submitted a claim for medical expenses and mobility expenses under another personal accident policy, Chubb will only reimburse you the excess amount which are irrecoverable from such other source.
    3. As an illustration, if you have an existing personal accident policy issued by company A with a coverage limit of RM500, and you have are subscribed to GoInsure PA, you can claim for medical expenses and mobility expense due to any accident (i.e. if the sum is RM900) suffered by you in the following manner:
      1. RM500 from the personal accident policy under company A; and
      2. balance of RM400 from Chubb under your GoInsure PA.

  1. Yes, you may terminate your coverage under the GoInsure PA by notifying Chubb via email to goinsure.MY@chubb.com.
  2. Upon receipt of your termination notice by Chubb, you will be entitled to receive coverage until the expiry of the coverage period of such terminated GoInsure PA.
  3. As an illustration, if your GoInsure PA is effective on 1 February 2019 and you send the termination notice to Chubb on 4 February 2019, your GoInsure PA will be terminated on 7 February 2019. However, you will continue to receive coverage under the terminated GoInsure PA until 28 February 2019 (i.e. the expiry date of the GoInsure PA coverage).

It is important that you inform Chubb any changes in your contact details to ensure that all the correspondence reach you on a timely manner.

If there are any changes to your contact details, you may notify Chubb by downloading the Personal Data Correction Request Form from www.chubb.com/my-goinsure and email the duly completed form to Chubb at goinsure.MY@chubb.com

  1. Claim for accidental death/permanent disablement benefits
    Your GoInsure PA will be immediately terminated upon Chubb’s payment of the benefits due under the accidental death or permanent disablement benefits.

  2. Claim for other benefits
    1. The GoInsure PA will not be terminated upon Chubb’s payment of the benefits due.
    2. The claim will be based on a reimbursement basis per accident and must not exceed the sum assured.
    3. As an illustration, if you are subscribed to GoInsure PA and you received medical treatment with the total cost of RM 400 for bodily injury resulting from an accident, you can only submit a claim of a maximum amount of RM 400 only which is the actual cost of the medical expenses. In this case, the actual claim amount will be lower than the sum assured of RM 500 for accidental medical expenses per accident under your GoInsure PA.

If your claim is payable under the GoInsure PA, Chubb will remit the benefit payment within 14 working days from the day the claim is approved, subject to receipt of full and complete documentation

You must submit all claims directly to Chubb by downloading the claim form from www.chubb.com/my-goinsure and emailing the duly completed form to Chubb at goinsure.MY@chubb.com

You can view the transaction history of the GoInsure PA purchased and payment details for the past 3 months via your GoPayz account under the “Transaction” tab.

You may contact Chubb’s customer careline at 03-20583198 or via email at goinsure.MY@chubb.com

  1. No. The GoInsure PA will be automatically terminated upon termination of your GoPayz Account.
  2. Upon termination of the GoInsure PA, you will be entitled to receive coverage until the expiry of the coverage period of such terminated GoInsure PA.
  3. As an illustration, if your GoInsure PA is effective on 1 February 2019 and your GoPayz Account is terminated on 7 February 2019, your GoInsure PA will be continued until 28 February 2019 (i.e. the expiry date of the GoInsure PA coverage).

You can submit your claim after your GoInsure PA is cancelled for any accident that occurred during the GoInsure PA coverage period subject to your claim limit.

Refund will be credited to your GoPayz account, debit/credit card based on your latest premium payment method.

International Airtime Credit Transfer and International Bill Payment services allow you to transfer credit using your GoPayz account to other overseas prepaid mobile network operators and to pay utility bill accounts in selected countries.

You can perform credit transfer via International Airtime Credit Transfer and International Bill Payment as long as you have sufficient balance in your GoPayz Account.

Only the amount that you wish to credit transfer will be deducted from your GoPayz Account. There are no other fees and charges for International Airtime Credit Transfer and International Bill Payment.

The credit transfer amount will be converted into the local currency of the country where the recipient is located.

Both sender and recipient will receive SMS notification once the credit transfer transaction is successful.

The recipient will normally receive the International Airtime Credit Transfer and International Bill Payment within 15 minutes. However, if the sender/recipient fails to receive any notification within the stipulated time frame, please do contact our GoPayz Customer Service for further assistance.

No. Only the denomination listed in GoPayz web and GoPayz App can be chosen for International Airtime Credit Transfer and International Bill Payment.

You may contact GoPayz Customer Service at 6018-3883388 or email us at customercare@gopayz.com.my

No, you will not be able to cancel the transaction and will not be entitled for refund.

You may only perform up to 5 transactions daily for any combination of prepaid credit transfer and bill payment and you must have sufficient credit balance in your GoPayz Account.

Install Mobile Applications ("Apps") from Trusted Source

Download the GoPayz Mobile Application ("GoPayz App") from either " Google Play Store" or "Apple App Store" only. Apps downloaded from unofficial app stores may be malicious and will compromise your security.

Password & Personal Identification Number (PIN) Security

"Create a strong password for your GoPayz wallet and ensure that the password is not the same as your email, facebook or other social networking sites' password. This is to avoid unauthorised access.
Do not use the same GoPIN or GoPayz Card PIN number (""PIN"") for any website to prevent your PIN from being compromised."

Wi-Fi Wisdom

Connect only to trusted Wi-Fi networks. Avoid using open, public or unsecured Wi-Fi networks connection as the hackers can snoop into the connection and steal your wallet credentials as well as your personal data and other confidential information.

Maintain Confidentiality

Avoid sharing your GoPayz's account login credential, security answers, GoPIN or PIN to a third party. Do not store such information in plain view or in an unprotected file to avoid being misused. Memorize your PIN. Never write the PIN on your physical GoPayz Card or a piece of paper; or keep your PIN in your wallet together with the physical GoPayz Card.

Enable Password On Your Devices

Set your mobile, tablets, personal computers and other devices to require a password before e-wallet can be used. Additional layers of security provided by these devices should be used.

Keep Potentially Harmful Apps off your Device

Always download Apps from a source you trust to avoid Apps designed to illicitly collect personal data. Read the user ratings and reviews can provide some clues about the integrity of the Apps.

Install security software and keep the software up-to-date

Install security software and review the security software and other software you use regularly to make sure you always running the latest version available to protect yourself from security vulnerabilities.

Update operating system promptly

Download and install updates to your operating system when prompted. These updates tend to include the most up-to-date security features.

Use a Screen Lock

Lock your screen using a PIN, password, pattern or fingerprint when you are not using your device to keep others from accessing your device. For added security, set your device to automatic lock when it goes to sleep.

Tampered Card Package

Check the Card package containing your physical GoPayz Card upon receipt. If you find the sealed Card package has been tampered with or compromised, please contact GoPayz Customer Care immediately.

Keep Your Device and Card Safe

Do not leave your device or physical GoPayz Card unattended, including at your place of residence or car when you go jogging, swimming, hiking, etc. even if your car is locked in order to avoid theft. Do not lend your device or Card and disclosed your PIN to anyone. Never share your virtual Card number in your GoPayz App or GoPayz website ("GoPayz Web") to anyone and immediately report a lost or stolen physical GoPayz Card/device to GoPayz Customer Care Line or block through GoPayz App or GoPayz Web.

Turn off Bluetooth, Wi-fi and location sharing when not in use

Bluetooth allows your phone to communicate with other devices. It can be misused to access your information or intercept your calls. Turn off the Bluetooth on your phone and turn it on only when you need to connect with other trusted device. Set the bluetooth configuration to ‘non discoverable’, so that people searching for nearby devices cannot see yours. Any unknown requests that pop up through a bluetooth connection, such as an offer to ‘pair with a device' should be ignored or declined.
Most phones have capabilities that can pinpoint your general or exact location and with this capability, many applications may collect and share your location information. You may manage your location sharing under the “settings” function of your mobile phones. You can pick and choose which applications may access your location or you can opt to turn off the location setting altogether. 

Validate Suspicious URLs or Links

Phising is an attempt to trick you into revealing critical personal information, like a password. Always double check the URLs or links that you send any payment or fund to.

Watch Out for Impersonators

Do not reply to any messages or click any links received in your email, unless you can confirm the email is legitimate

Be Wary of Requests for Personal Information

Legitimate sites and services will not send messages requesting that you send passwords or financial information over email, SMS or pop-up windows.

Online Purchase

Never reveal or key in your GoPayz Card number information in an unsecured website. Protect your Card Verification Value (the three-digit security code) at the back of your GoPayz Card. Remain opted-in for 3D secure service for extra security.

Retail Purchase

Remember to collect your physical GoPayz Card after you have completed a transaction. Do not give the card to the cashier to run bills without your presence to avoid any unauthorised transactions. Ensure that it is your card that is returned to you after a purchase.

Merchant-Presented QR Code

"Scan QR code from safe and reliable channels; avoid scanning suspicious codes and links that do not seem to match the product/services being advertised, QR code that is unclear, altered or posted randomly on walls.
Close the link immediately once you notice that the QR code is illegal after scanning and uninstall the software to prevent criminals from obtaining information, if necessary."

Consumer-Presented QR Code

Keep your QR code generated from your GoPayz wallet properly; do not give it to others and confirm that the paid amount is consistent with the purchase amount during the transaction.

Verify Payment

Check the details on the transactions slips, payment page and confirm the payee, amount and other information with the merchant before payment; and make sure that the paid amount is consistent with the purchase amount to avoid unauthorised charges.

Check Your Transaction History & Statement

Check your GoPayz wallet statement carefully on a regular basis. Reconcile it with your transactions and if you discover any discrepancy, contact GoPayz Customer Care immediately.

Keep GoPayz Customer Care contact number i.e. 018-388 3388 for emergency reporting like lost or stolen/misplaced cards, unauthorised transactions or if your personal information has been compromised.

  1. GoLife Plus is offered and underwritten by Sun Life Malaysia Assurance Berhad (197499-U)(“SLMA”), an insurer licensed by Bank Negara Malaysia under the Financial Services Act 2013 and is promoted by U Mobile Services Sdn. Bhd. Registration No. 200401034375 (672884-H) (“U Mobile Services”) to its customers. Please refer to www.gopayz.com.my for more details.
  2. GoLife Plus is a monthly renewable term life insurance plan with attachable riders that provides coverage of up to 50 years of age. It provides a lump sum benefit in the event of death or total and permanent disability (“TPD”) of life assured due to all causes. Kindly refer to the product disclosure sheet for further details.
  3. There are 2 pre-packaged attachable riders as listed below:
    1. active lifestyle cover which is an optional benefit which provides coverage for injuries suffered due to an accident such as broken bones, accident and emergency benefit which will help you to focus on recovery in the event of accident; and
    2. snatch theft and robbery cover which is an optional benefit covered with inconvenience benefit related to snatch theft and ATM robbery.

GoLife Plus is exclusively offered to GoPayz customers who are:

  1. Malaysian citizens or permanent residents with valid NRIC;
  2. in good health condition; and
  3. aged between 18 up to 49 years of age at last birthday. As an illustration, if your date of birth is 28/11/1969, the last renewal date for GoLife Plus plan will be 27/11/2019 which is a day before you turn 50.

GoLife Plus is a monthly renewable insurance plan that provides coverage of up to 50 years of age.

There is one basic plan offered under GoLife Plus which comes with the benefits as listed in the table below. However GoPayz customers may choose to purchase attachable riders packages as provided in FAQ No. 5.


No Benefits Coverage
1

Death / TPD due to all causes

RM38,000
2

Death / TPD due to specified infectious diseases*

RM76,000
3

Specified Infectious Diseases Medical and Surgical Expenses

RM1,000/year
4

Specified Infectious Diseases Daily Hospital Income Benefit

RM100/day

*Specific infectious diseases refer to Dengue Fever, Chikungunya Fever, Malaria, Japanese Encephalitis, Avian Influenza or Zika Virus Infection.

  1. Snatch theft and Robbery Cover

    No Benefits Coverage
    1

    Accidental Death/ TPD Benefit

    RM38,000
    2

    Corrective Surgery Benefit

    RM1000/year
    3

    Ambulance Service Fee Benefit

    RM500/year
    4

    Snatch Theft and ATM Robbery

    RM200/year (Maximum 1 claim per calendar year)

  2. Active Lifestyle Cover

    No Benefits Coverage
    1

    Broken Bones Benefit

    RM500/year (Maximum 1 claim per calendar year)
    2

    Accidental & Emergency Benefit

    RM200/event (Maximum 2 claims per calendar year)
    3

    Accidental Daily Hospital Income Benefit

    RM100/day (Maximum 60 days per calendar year)

You can purchase GoLife Plus via GoPayz by selecting life insurance tab and following the instructions provided.

No. One customer can only purchase one GoLife Plus policy.

No. For the same rider package customer can only purchase one rider package at one time.

No. The rider/rider package(s) only attachable to GoLife Plus which is the basic plan.

Yes. You can add rider package(s) anytime. Premium will be calculated on pro-rated basis aligning to the coverage end date of your GoLife Plus.

No. You just need to answer a simple question, where applicable.

Once you have successfully purchase GoLife Plus, you will receive the GoLife Plus ecertificate via e-mail from SLMA. You can also view the e-certificate under My Certificate tab in GoPayz.

No. You can only purchase the GoLife Plus plan for yourself. Your son can purchase the GoLife Plus if he meets the eligibility requirement for the plan including signing up as GoPayz customer.

Yes, the premium paid for GoLife Plus may entitle you to claim for personal income tax relief subject to Malaysia Inland Revenue Board’s final decision.

There are different exclusions for respective riders. Kindly refer to SLMA’s respective product disclosure sheet for the exclusions or you may refer to the contract documents for full list of exclusions.

Yes, you can, as SLMA offers a Satisfaction Guaranteed Period, where you may cancel your plan within the Satisfaction Guaranteed Period and we will refund the full premium paid for the plan. If you cancel at any point after the Satisfaction Guaranteed Period, you will have insurance protection under the plan up to the date when the next premium becomes due. You can cancel the plan via GoPayz or by contacting GoPayz Customer Careline at +6018 388 3388.

For information about the Satisfaction Guarantee Period, please see question 19 below.

Yes, you can cancel riders and maintain GoLife Plus coverage. If you cancel the riders during the Satisfaction Guaranteed Period, we will refund the full premium for the said riders. However, if you cancel at any point after the Satisfaction Guaranteed Period, you will have insurance protection under the rider plan up to the date when the next premium becomes due.

Under a standard insurance plan, a free look period is provided by SLMA where you may cancel your insurance plan within 15 days from the delivery date of the first ecertificate.

Within that period, we will refund the full premium paid via crediting the amount into your GoPayz account or debit or credit card, depending on the type of payment mode you selected to remit the GoLife Plus premium.

However, we offer a 60-day satisfaction guaranteed period for GoLife Plus where we will provide full refund of premium paid if you cancel your insurance plan within 60 days from the date that your first premium is deducted from your GoPay account or debit card or charged to your credit card (“Satisfaction Guarantee Period”) instead of the normal 15 days period. This Satisfaction Guaranteed Period will apply unless notified otherwise.

GoLife Plus and the rider package(s) is a pure protection plan and do not provide any cash surrender value.

You must fill in the nomination form, which can be downloaded from SLMA’s website. You must submit the completed nomination form manually to SLMA’s head office or online via SLMA’s website. For more information on how to submit a nomination form, please visit http://www.sunlifemalaysia.com/customer-care/make-a-servicerequest/insurance/. Alternatively, you may call SLMA’s customer careline at 1300-88- 5055 or email them at ecare@sunlifemalaysia.comw for assistance.

You must submit all claims directly to SLMA. You may request SLMA’s personnel to contact you via GoPayz life insurance tab under ‘My Certificate’.

You can view your past 3 month GoLife Plus plan purchased and payment details via your GoPayz account under “Transaction”.

Kindly ensure that all your personal details are complete and accurate prior to your purchase. You will need to update SLMA or U Mobile Services if there are any changes to your personal details after you have purchased GoLife Plus plan.

You may contact SLMA’s customer careline at 1300-88-5055 or via email at wecare@sunlifemalaysia.com.

No. The GoLife Plus plan will be terminated.

Kindly ensure that your GoPayz account is active when you request for a premium refund during the Satisfaction Guaranteed Period. Refund request will not be entertained if your GoPayz account has been closed.

No. You will not be eligible to submit any claims after the cancellation of your GoLife Plus.

refund? Refund will be credited to your GoPayz account or debit/credit card (which you used to pay for your GoLife Plus premium).

You may purchase GoLife Plus by using GoPayz account or debit/credit card. For example: You may purchase GoLife Plus basic plan using your GoPayz account. Later on, you may add rider(s) using your preferred debit/credit card.

GoLife Plus will be automatically renewed on a monthly basis provided that the monthly premium is successfully:

  1. deducted from your GoPayz account or debit card; or
  2. charged to your credit card.

You must ensure you have sufficient credit in your GoPayz account/debit card to pay for the premium chargeable. If you elect to pay using credit card, you must ensure that the premium chargeable does not exceed your credit card limit.

Refund will be credit to your GoPayz account, debit/credit card based on your latest premium payment method.

You can earn GoPointz reward points by making qualifying transactions via the GoPayz mobile app or website (“GoPayz”). Please refer to the table below on how you can earn GoPointz:

Type of Transaction performed via GoPayz GoPointz Awarded
Digital Financial Services
Life insurance
  1. GoLife Plus
RM1 spent = 1 GoPointz
International airtime transfer RM1 spent = 1 GoPointz
General insurance
  1. Includes Personal Accident Insurance
  2. Travel Insurance
RM1 spent = 1 GoPointz
Card Protection Plan RM1 spent = 1 GoPointz
Mobile Prepaid Top Ups, Game Codes
  1. Inclusive of All Prepaid Top Ups
  2. Inclusive of All Game Top Ups
(Excludes bill payment & IDD products)
RM2 spent = 1 GoPointz
E- COMMERCE PURCHASES (via RebateMango)
Spending on RebateMango merchants Varies by online merchants

You can redeem your GoPointz for mobile prepaid Top-up, vouchers from your favourite lifestyle brands and more at great discounted prices or any other redemption items introduced or offered by us from time to time. Checkout GoPayz Voucher Catalogue now!

  1. Step 1: GoPayz member choose to purchase or redeem the Lifestyle’s brands voucher at GoPayz Services under “Vouchers” page.
  2. Step 2 : Member clicks on the “E-Vouchers” category button and select the preferred voucher to redeem or purchase. Then click on Buy/Redeem now tab.
  3. Step 3 : Member can choose the payment method. They can either use GoPayz Cards/Other Cards/or GoPointz to purchase/redeem the voucher. As long as sufficient GoPointz, the redemption will be successful.
  4. Step 4 : Click Pay Now. Once this transaction is successful, the voucher’s price/GoPointz will be deducted from member’s GoPayz account.
  5. Step 5 : GoPayz member can retrieve the purchased/redeemed voucher at Rewards under My Vouchers (GoPayz App only).

Your GoPointz expires upon expiry of 24 months from the date they are credited into your GoPayz account. Expiring points will be reflected in your GoPayz bill statement.

When you make a qualifying transaction, you will receive a “Surprise Reward” voucher from one of our amazing lifestyle partners. The types of qualifying transactions and Surprise Reward vouchers change frequently, so keep checking back for the latest offers!

Points and rewards are non-transferable.

Simply tap on the “Rewards” button from the GoPayz app homepage. Tap or shake to reveal the voucher and to view its details. Revealed vouchers are stored in the “Rewards > My Vouchers” page until they are redeemed or until their expiry.

We’d be so sad to see you go! If you decide to terminate your account, your GoPointz would be forfeited along with any reward vouchers as well as any other earned benefits.

You can be rest assured that your money in your GoPayz Account is safe. As an e-money issuer licensed by Bank Negara Malaysia, we are obligated to deposit the amount in your GoPayz account in a trust account and maintain a reserve amount in that trust account.

You are required to use passwords and PIN which only you know to access your GoPayz Account and to perform any transaction via your GoPayz Account:

Activity Type of Password Required
Account Log-in 8-20 alphanumeric password (case sensitive)
In-app transaction 6-digit PIN (GoPIN)
Physical Card Transaction/ATM 6-digit PIN (Card PIN)

As an e-money issuer licensed by Bank Negara Malaysia, we must comply with all relevant financial regulations applicable to e-money issuers just like opening a bank account.

We require a copy of your valid government issued identity document (for upgrade to Premium Wallet Account only). Rest assured the image is used only for your registration purposes and in accordance with our privacy notice made available at www.gopayz.com.my.

Please check if you have keyed in the correct mobile phone number and that your phone has network coverage.

You may try to request for a new OTP to be sent to your mobile phone number again.

If there is still no response, please contact our Customer Care at +6018 388 3388 and we will be more than happy to assist you.

If the image of your NRIC/Passport was rejected, we will send you an email and an in-app notification via your GoPayz App explaining the reason for such rejection.

Please check your GoPayz, email (inbox or junk mailbox) for our notification and follow the steps provided.

We may take up to 2 business days to verify your documents.

You can top up your GoPayz account via any 1 of the following top up channels:

Online/Offline Method Steps
Online Banking Facility or FPX
  1. select online bank transfer FPX in GoPayz Website or GoPayz App;
  2. select your preferred bank;
  3. key in your desired top up amount;
  4. you will be redirected to your bank's online banking portal; and
  5. complete the transaction on your online banking portal.
Offline Cash Top Up at 7 Eleven outlets
  1. select top up at 7 Eleven option in GoPayz Website or GoPayz App;
  2. key in your desired top up amount;
  3. press proceed;
  4. a pop-up screen will display a barcode;
  5. present the barcode to 7 Eleven cashier counter within 48 hours of receipt. If you do not present the barcode within 48 hours of receipt, you need to perform a new request from GoPayz Website or GoPayz App for cash top up at 7 Eleven; and
  6. pay the cash amount in the receipt to the 7 Eleven cashier and keep the receipts of transaction

Once we receive notification from the respective top up channels, your GoPayz Account will be credited accordingly.

Basic Wallet Account

Your Basic Wallet Account size is RM2,999.00.

Premium Wallet Account

Your Premium Wallet Account size is RM5,000.00.

The amount you can top up depends on the type of your GoPayz Account. For Basic Wallet, your account can only hold up to RM2,999.00 whilst for Premium Wallet, your account can only hold up to RM5,000.00 at any one time.

All monies in your GoPayz Account will be stored in Ringgit Malaysia.

Your GoPayz Card can be used to pay for goods and services anywhere in the world provided that the merchants accept Visa, Mastercard or UnionPay’s card or cards provided by any other card schemes that we participate in as notified by us from time to time.

Note:
Transactions made in foreign currency shall be converted to Ringgit Malaysia at the conversion rate and charges as determined by the card schemes on the day of the conversion and shall be inclusive of 1% foreign exchange conversion charge.

There might be charges imposed by the top up channel service provider, depending on the top-up channel you select.

Note: Please refer to our fees and charges table as provided in this FAQ.

Virtual Card

The Virtual Card will be automatically created once we approve your GoPayz Services application.

You may use your GoPayz Account to purchase goods and services via:

  1. In-app purchase to purchase goods or services offered in your GoPayz Account;
  2. online purchase where you will be required to provide your GoPayz Card number, GoPayz expiry date and the 3-digit security code made available in your GoPayz Account;
  3. QR Code at merchants that accepts Card Scheme QR payment; and
  4. contactless EDC terminal if your mobile device is an NFC capable device.

Physical Card

Once you successfully upgrade to the Premium Wallet Account, you have the option to request for a physical GoPayz Card at the cost of RM16.00. You can select the Card Scheme for your physical card, i.e. Visa, Mastercard or UnionPay. It may take up to 14 Business Days for us to personalise and deliver your physical GoPayz Card to your billing address.

Once you receive your new GoPayz Card, you can activate your GoPayz Card through GoPayz Website or GoPayz App by following the steps listed below,

  1. go to ‘Wallet’ and tap ‘Show All My Cards’;
  2. select the Card to be activated and click ‘Activate Physical Card’;
  3. you will be required to key in your new card expiry date and the 3-digit security code at the back of your GoPayz Card to activate your Card; then
  4. set your Card PIN to start transact using your physical card.

If you performed your top up online, it may happen due to any of the following reasons:

  1. wrong input of account details/GoPayz Card number;
  2. amount exceeded the bank account transaction limit;
  3. top up amount exceeded your GoPayz Account wallet Limit; and
  4. system maintenance either by the banks or our service providers.

Your money is safe as all electronic transfers are tracked. If the funds are deducted from your bank account but is not reflected in your GoPayz Account, we will provide the necessary assistance to ensure you get the money back in your account as soon as possible.

Note: Please note that it may take up to 1-2 business day or more for the money to be credited to your GoPayz Account as the debiting time differs based on the top-up channel you used due to various reasons including non-availability of data/connectivity.

There is no limit on the number of other payment card that you can add to your GoPayz Account. To add other payment card, go to ‘Wallet’ > tap ‘Show All My Cards’ > select ‘Add Card’ > ‘Other Payment Card’ then fill in your card details.

Usage of the other payment card is subject to the respective other payment card terms imposed by your card issuer.

If you wish to remove a card, just go to ‘Wallet’ > tap ‘Show All My Cards’ > select ‘Other Payment Cards’ and click on the card you would like to remove and click ‘Remove’.

You may perform some payment transactions made available on GoPayz via your GoPayz Account using your own other payment card.

You are advised to refer to the service description on GoPayz for the eligibility of using your own/other payment card to perform payment transactions.

No, there are no additional charges imposed for transactions on GoPayz performed for using your other payment card.

Please ensure that:

  1. both your GoPayz Account and the recipient’s GoPayz Account is in “Active” status. Active means you are able to perform transactions via your GoPayz Account;
  2. there are sufficient funds in your GoPayz Account to be transferred; and
  3. the balance of the recipient GoPayz Account does not exceed the RM5,000 Wallet Limit upon receipt of the funds you transferred.

You may transfer money into your own bank account through GoPayz Website or GoPayz App. We will process your request.

Note: Please be reminded that the turnaround time to receive the fund will vary depending on the type of transfer and application process.

Yes, currently the limit for P2P transfers is RM3000.00 per transaction. The limit may be revised from time to time.

You can only perform P2P transfers with a value of RM3000.00 per transaction subject to availability of funds in your GoPayz Account.

You can use your GoPayz Card at any retail or online merchant outlets that accept Visa, Mastercard and UnionPay or any other schemes card as may be announced by us from time to time.

No, you can use your card abroad at any time without having to let us know. However, please ensure that you enable the Overseas Transactions through the Card Usage Preference via GoPayz Website or GoPayz App by following the steps listed below:

  1. go to ‘Wallet’ and tap ‘Show All My Cards’; select the Card to be activated
  2. select the Card you wish to enabled functions;
  3. click on Card Usage Preferences; and
  4. tick on the functions you would like to enabled.

The PIN is required each time you perform a transaction. There are 2 different PINs to cater for different types of transaction mode as listed below:

Type of PIN Purpose
GoPIN

To authenticate your transaction performed via mobile device for the following transactions:

  1. QR Payment;
  2. contactless payment via NFC enabled mobile device; or
  3. authorizing purchases from GoPayz App or GoPayz Website
Card PIN

Tied to your physical GoPayz Card to authenticate a chip and PIN transaction for transactions via Merchant’s Card Device (MPOS / EDC POS terminal)

You are advised to set up different PIN for GoPIN and Card PIN.

You can set your 6-digit GoPIN when you activate your GoPayz Account.

As for Card PIN, you will be able to set via GoPayz Website or GoPayz App upon the receipt of your physical GoPayz Card.

You may change your PIN at any time via GoPayz Website or GoPayz App.

  1. GoPIN: go to ‘Profile’ > select ‘Change GoPIN’
  2. Card PIN: go to ‘Wallet’ > tap on ‘Show All My Cards’ > select ‘Set/Change Card PIN’

If you enter the wrong PIN 3 times consecutively, the PIN will be disabled and no further transactions will be allowed using the GoPayz Card. You may reset your Card PIN from GoPayz Website or GoPayz App as provided under question 5 above.

You may manage your card usage from GoPayz Website or GoPayz App

Go to: Wallet > My Card > Show All My Card > Select the specific GoPayz Card’s usage which you wish to manage > Card Services

You may edit the GoPayz Card parameter for:

  1. Setting Primary Card
  2. Setting Primary QR Payment
  3. Block Card
  4. Apply Physical Card
  5. Card Usage Preferences
    1. Card-Not-Present (CNP) Transactions
    2. Overseas Transactions
    3. Contactless Transactions

Once the parameter is set, your payment transaction will be subject to the parameter set. You may change the parameter from time to time.

If the ATM did not dispense any money but the amount is deducted from your GoPayz Account, please contact our Customer Care at +6018 388 3388.

It would be helpful if you could take a picture of the receipt and a picture of the ATM (ATM Bank name and machine number) and include the pictures in your submission for report/request to our Customer Care for further action.

Please keep the original receipts (if any) as this will help us with our investigation.

Some of the common reasons for a cash withdrawals to be declined are:

  1. insufficient funds in your GoPayz Account;
  2. incorrect PIN used;
  3. you have temporarily blocked your GoPayz Card via GoPayz App or GoPayz Web;
  4. your GoPayz Card status is inactive;
  5. the ATM you used does not support GoPayz Card; or
  6. you have exceeded your transaction limit for the day or month.

Some of the common reasons for a card payment to be declined are:

  1. insufficient funds in your GoPayz Account;
  2. incorrect PIN used;
  3. you have temporarily blocked your GoPayz Card via GoPayz App or GoPayz Web;
  4. your GoPayz Card status is inactive;
  5. the Merchant EDC Terminal you used does not support your GoPayz Card; or
  6. you have exceeded your transaction limit for the day or month.

Each payment transaction will only be authorised once. This may happen when:

  1. the transaction amount is charged to your GoPayz Card but the merchant did not receive the approval response from GoPayz; and
  2. the merchant proceeds to perform a second payment transaction request.

You may submit a dispute request through GoPayz Website or GoPayz App. We will conduct the necessary investigations based on your request.

If we find that the transaction has been duplicated:

  1. we will request for a refund from the merchant who performed the transaction; and
  2. the refund amount will be credited back into your GoPayz Account upon our receipt of the refund amount from merchant.

Yes, you can. Please ensure your that GoPayz Account has sufficient fund to deduct at the time of auto debit transaction. Please be aware of the transaction date/time might differ as it is initiated by the merchant.

If you do not receive the merchandise your purchase online, you could submit a dispute request stating the reason for the dispute and attach all relevant documents including your receipt of purchase. We will perform the necessary investigations and inform you of the outcome of our investigation.

This is the standard pre-authorisation process for all credit/debit cards including the GoPayz Card, when you pay through any self-service kiosk at a petrol station. You will see a temporary RM200 charge or any other amount imposed by the petrol company to cover the amount of petrol that you are able to fill in your vehicle.

This is a pre-authorisation hold and it only happens whenever a cardholder pays for petrol at the self-service kiosk. It is used to verify that the card is active and has sufficient credit prior to the transaction.

However, this pre-authorisation amount will not be charged to or debited to your GoPayz Account. The available balance in your GoPayz Account will be temporarily reduced corresponding to this pre-authorisation amount until you complete the fueling.

Once you have completed the fueling and at this point, the actual amount payable for the fuel dispensed will be debited to your GoPayz Account and the pre-authorisation amount incurred earlier will be cleared.

To avoid a pre-authorisation hold at self-service petrol kiosk, all you need to do is pay at the cashier counter, where the exact purchase amount will be deducted from your GoPayz Account.

For now, you are not required to maintain a minimum balance in your GoPayz Account. As such, you may utilise the full amount in your GoPayz Account.

3D Secure is a secure service facilitated by Visa, Mastercard or UnionPay that allows you to transact online securely using your GoPayz Card. This service is available only on 3D Secure participating merchant sites.


Verify by Visa (VbV)/ MasterCard SecureCode (MSC)/ UnionPay Online Payments (UPOP) protects your existing Visa/Mastercard/UnionPay with an OTP sent to your registered mobile number with GoPayz Account, giving you assurance that you and only you can use your Visa/Mastercard/UnionPay for electronic payments. The added protection of VbV/MSC/UPOP is available as soon as your mobile number is successfully registered under GoPayz Account.


No. The 3D Secure OTP service is provided free of charge.

No. You do not need to register for this service as it is made available to all customers who have registered their mobile number under the GoPayz Account.

It depends on the merchant (some merchant may request for more/less info) but generally the information needed would include the following:

  1. GoPayz Card number;
  2. GoPayz Card expiry date;
  3. 3-digit security code (the 3 digits specified at the back of your GoPayz Card); and
  4. GoPayz Cardholder name.

Once you have keyed in the information above, you will be directed to a 3D secure page where OTP will be sent to your registered mobile number.

You will then need to enter the correct 3D Secure OTP received to complete the transaction.

Contactless payment is a fast and secure payment method for consumers to purchase products or services.

You just need to touch your GoPayz Card or use your mobile device with Near Field Communication (NFC) feature on the card payment terminal to perform a transaction.

However, after a limit of pre-defined threshold for contactless transaction within the same merchant in a day, you may be required to enter your card PIN for authentication purposes.

The pre-defined threshold for contactless transaction is RM250.00 as imposed by Bank Negara Malaysia. Please see question 4 below for more information on the threshold.

The terminal will print a receipt as proof of payment. Please keep the receipt.

You may also refer to transaction details in your GoPayz Account via GoPayz Website or GoPayz App.

No. The purchase amount must be entered at the terminal for a contactless payment to be successful. Additionally, the terminal can only process 1 payment transaction at any one time. However, if for whatever reason, you are being charged twice for same purchase, please submit your dispute request to our Customer Care at +6018 388 3388 and we will take the necessary action to recover the amount for you.

Contactless payment is capped at a maximum of RM250.00 per transaction without having to key-in the PIN.

Any transaction exceeding RM250.00 with the same merchant will require you to enter your Card PIN or perform via contact method where Chip and PIN will be required for authentication.

Please follow the following steps:

  1. download the Service Request Form that is available at GoPayz Website under Menu, ‘Other Services’ tab;
  2. complete the Service Request Form and submit the duly completed form to our Customer Care via e-mail; and
  3. upon receipt of your request, we will perform an account closure and refund any balance available in your GoPayz Account (after deducting all amount due to us) to your account maintained with a licensed bank in Malaysia.

You are advised to keep your GoPayz Account active by performing a minimum of 1 transaction per month. If you do not perform any transactions, your GoPayz Account may remain active as long as we are able to deduct the monthly service fee from your GoPayz Account.

If we are unable to deduct the monthly service fee from your GoPayz Account, your GoPayz account will be terminated after 180 days from the date we fail to deduct such monthly service fee.

Yes, you may re-apply for a new GoPayz Account after your old GoPayz Account is terminated.

You can change your user name, phone number, e-mail address and residential address details directly via the GoPayz Website or GoPayz App by clicking on ‘Profile’ > select ‘User Profile’ to make your changes.

The exchange rate applicable for your transaction will be based on the respective Visa/Mastercard/UnionPay real time forex rate. Your transaction amount will be converted into Ringgit Malaysia based on such forex rate which will be made available at Visa/Mastercard/UnionPay’s website.

You will also be charged 1% foreign exchange conversion charge based on your transaction charges.

If you lose your physical GoPayz Card or suspect that it has been stolen, please block your card immediately through your GoPayz Account via GoPayz Website or GoPayz App or contact our Customer Care at +6018 388 3388 for assistance.

You may request for a card replacement for your physical GoPayz Card. We will charge a fee of RM16.00 for replacing your physical GoPayz Card. The fee charged will be deducted from your GoPayz Account before we process your request for a physical card replacement.

If you require any assistance in relation to GoPayz , you can contact us via:

Email customercare@gopayz.com.my
Call +6018 388 3388 (24 hours daily)

Can’t find what you’re looking for?

Drop us a line at +6018 388 3388
or email customercare@gopayz.com.my