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
Debit Card/Prepaid 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
Debit Card/Prepaid 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.

All you need to do is download and sign up GoPayz service via the GoPayz App within the campaign period to receive RM3 credit.

This campaign is open to first 110, 000 new customer who sign up GoPayz service via the GoPayz App during the campaign period.

The campaign shall commence starting from 4 December 2019, 12am – 31 December 2019, 11.59pm.

Eligible participant will receive RM3 credit within 7 working days from the day you signed up GoPayz service.

Yes, you can participate other ongoing UnionPay campaigns as long as it falls within the campaigns’ eligibility criteria.

Fret not, follow our Social Media for campaign updates!

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

You just need to perform any in-app purchases with GoPayz UnionPay card including financial services, utilities, entertainment, phone and internet bills and lifestyle services except for purchase made via RebateMango, wallet top up, P2P transfer and cash withdrawal.

The campaign shall commence starting from 4 December 2019, 12am – 31 December 2019, 11.59pm.

This campaign is open to both new and existing GoPayz customers. 100 eligible participants will be selected weekly based on the first transaction made within the campaign period. Total 400 eligible participants will be selected throughout the entire campaign period.

You will receive up to RM30 cashback based on the first transaction you perform during campaign period.

Yes, you can participate other ongoing UnionPay campaigns as long as it falls within the campaigns’ eligibility criteria.

You will receive cashback within 14 working days from the transaction date if you are the eligible participant.

Cashback will be credited into your account within 14 days from the transaction date. You can check from the transactions history in your account.

Fret not, follow our Social Media for campaign updates!

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

Spend with your GoPayz UnionPay and get a Free Tealive drink. Applicable to purchases within GoPayz app, retails and online shopping platforms. However, this promo does not applicable for wallet top up, P2P transfer and cash withdrawal.

The campaign shall commence starting from 4 December 2019, 12am – 31 December 2019, 11.59pm.

This campaign is open to both new and existing GoPayz customers. Limit to first 14,000 participants and each eligible participant entitle for a Tealive drink free throughout the entire campaign period.

The Tealive e-voucher will be made available under “Rewards > My Vouchers” section in your GoPayz account.

Yes, you can participate other ongoing UnionPay campaigns as long as it falls within the campaigns’ eligibility criteria.

Fret not, follow our Social Media for campaign updates!

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

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.

This campaign is open to all GoPayz users, both new and existing customers.

All you need to do is perform a minimum top-up of RM30 into your GoPayz wallet during campaign period.

The campaign shall commence starting from 1 November 2019, 12.00am until 31 December 2019 11.59pm.

The “Goodies” consists of both financial and lifestyle products as shown in slide #3. However, be mindful that the availability of all the items in goodies are subject to limited quantity and its validity dates, based on first come first serve basis.

Product/Service Product Types Total Quantity of Vouchers Perceived Value (RM)
One (1) GoPayz physical card 10,000 16.00
GOLIFE Plus : Complimentary 2 months Financial While promo lasts 26.00
Wealth : invest RM1000 unit trust $ enjoy RM30 cashback Financial 1,000 30.00
Personal Accident : RM6 cashback Financial 5,000 6.00
CatchThatBus : 10% or max RM5 for 2 rides Lifestyle 2,000 10.00
Agoda : RM30 off hotel bookings with min. spend of RM300 Lifestyle 12,000 30.00
Youbeli : RM10 off for 2 purchases with min. spend of RM100 Lifestyle 1,000 20.00
Dahmakan : RM20 off with min. spend of RM30 for new Dahmakan user only Lifestyle 12,000 20.00
Eatcaketoday : RM20 off with min. spend of RM150 Lifestyle 12,000 20.00
Klook : 6% off with discount capped at RM25 Lifestyle 12,000 25.00

You will get notified upon top-up of minimum RM30. Goodies’ e-vouchers will reflect in “Rewards > My Vouchers” section in GoPayz app.

Each goodies has limited quantity and expiry dates, depending on the products/offers. Kindly refer to respective terms and conditions as stated in Rewards > My Vouchers section in GoPayz app.

No, all eligible users are entitled for one-time only throughout the entire campaign period.

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 in order to enjoy this promotion)

Sorry, you’re no longer entitle for this promo as this promo is only applicable to new GoLife Plus customers.

You will receive cashback within 7 working days if you’re the eligible customers to enjoy this promo. Do check your wallet’s transaction history to find out if you’re one of the lucky customers! Hurry, this promo limits to first 5,000 customers only and each customer only get to enjoy this promo once.

You will receive cashback within 7 working days if you’re the eligible customers to enjoy this promo. Do check your wallet’s transaction history to find out if you’re one of them. This promo limits to first 1,000 customers only and each customer only get to enjoy this promo once.

You will receive cashback within 7 working days if you’re the eligible customers to enjoy this promo. Do check your wallet’s transaction history to find out if you’re one of them. This promo is for limited time only and each customer only get to enjoy this promo once.

Sorry, each customer get to enjoy free physical once only. You need to pay for second or subsequent GoPayz physical card.

Cashbacks will be credited into your GoPayz wallet directly within 7 working days. Kindly check your wallet’s transaction history. Alternatively, you may contact GoPayz Customer Care for checking.

No. You will no longer enjoy this promotion. Each customer get to enjoy once only.

You could’ve missed the promo! All offers have its validity date and with limited quantity hence you should redeem as soon as you receive your e-vouchers. All offers are based on first come first served rule.

We are giving two (2) MBO movie tickets worth RM36 and one (1) Tealive drink worth of RM6.50 to U Mobile customers, however subject to limited quantity.

Please call GoPayz Customer Care at +6018 388 3388 (24 hours support) or email to customercare@gopayz.com.my for enquiries and assistance. However, kindly refer to Term & Conditions of respective e-vouchers for our partners’ contact number if its lifestyle deals.

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 When we will credit GoPointz into your GoPayz Account?*
Life insurance RM1 spent = 1 GoPointz T+61
International airtime transfer RM1 spent = 1 GoPointz T+1
General insurance RM1 spent = 1 GoPointz T+2
Mobile prepaid top-up and game code RM2 spent = 1 GoPointz T+1
*Note: T = the day your perform the Transaction

Stay tuned for more updates.

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