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 Account Service Fee RM2.50 per GoPayz Account per month. (The fee will be charged if you fail to perform at least 1 spending transaction in a month) On a monthly basis commencing from the 2nd year from the date your GoPayz Account is approved.
3 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.
4 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.
5 Statement Request Fee Physical copy = RM5.00 per copy
E-statement = Free of charge
Upon request.
6 Retrieval of Sales Draft RM15.00 per sales draft Upon request.
7 Reload / top-up charges RM2.00 per reload For every reload performed.
8 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.
9 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.
10 Balance Enquiry Fee

RM1.00

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?

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 Account Service Fee RM2.50 per GoPayz Account per month. (The fee will be charged if you fail to perform at least 1 spending transaction in a month) On a monthly basis commencing from the 2nd year from the date your GoPayz Account is approved.
3 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.
4 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.
5 Statement Request Fee Physical copy = RM5.00 per copy
E-statement = Free of charge
Upon request.
6 Retrieval of Sales Draft RM15.00 per sales draft Upon request.
7 Reload / top-up charges RM2.00 per reload For every reload performed.
8 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.
9 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.
10 Balance Enquiry Fee

RM1.00

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.

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 RM200.00.

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 RM200.00 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 or at www.gopayz.com.my.

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 10 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 send in your request via the Service Request Form to 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 Purchase or Overseas ATM Withdrawal 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. Monthly Spending Limit
  4. Block Card
  5. Apply Physical Card
  6. Card Usage Preferences
    1. E – Commerce Secured Transaction (With OTP)
    2. E – Commerce Non-Secured Transaction (Non-OTP)
    3. Mail Order / Telephone Order (MOTO)
    4. Recurring Transaction
    5. Overseas Purchase (Overseas Merchant)
    6. Overseas ATM Withdrawal
    7. Contactless Transaction

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.

You are required to maintain a minimum of RM10 or such other amount determined by us, in your GoPayz Account at all times.

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 you 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)
Version: 2 August 2019

Can’t find what you’re looking for?

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