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Getting started


Sign up

How do I get BigPay?

We were hoping you would ask that! It's simple - download our app on the Google Play or App Store, sign up in 3 steps and you'll receive your BigPay card in no time.

Who can sign up to BigPay?

As long as you're a Malaysian citizen or resident and aged 18 or above.

How much will it cost to get BigPay?

It's entirely free to sign up and get your BigPay card. You'll need to add RM20 into your account as part of sign up. But don't worry, it's not a fee. The money is yours to keep and you can start spending it on any of our services! We also don't charge any annual or inactive fees so go ahead and try BigPay out.


Verification

Why do I need to verify my identity?

As a Bank Negara licensed e-money issuer, we need to know who you are. This helps to keep your money safe and fight money laundering.

How long does it take to verify my identity?

Once you've submitted your documents, it'll usually take no longer than 1 working day.


Getting my card

When will my card arrive?

Your card should arrive to your address in 5-7 working days after you've finished your signup. However, due to the Covid-19 situation, please note that there might be some delay in the delivery of your card: allow us up to 14 working days. You can still track your card delivery status in your BigPay app.


If your card hasn't arrived after 14 working days, please chat with us in-app. We'll help you.

How do I activate my card?

Login to your BigPay app:

1. Tap I have received my card
2. Enter the 3-digit CVC found on the back of your card
3. Set your card PIN and your card is activated!

To activate contactless payments, make your first purchase using Chip & PIN.

Referral

How do I refer someone to BigPay?

Refer friends to join BigPay by sharing your unique referral code. For each friend you successfully refer, you'll each receive RM10 after they have activated their card!


To find your referral code, tap "Invite and get RM10.00" from the homepage of your app or from Settings > Referral Rewards.


Here, tap on the Share button to upload directly to the app of your choice. You also have the option to copy your referral code manually.


Logging In 

Can't login and you see "invalid NRIC"? ​

Have you signed up with BigPay before? If yes, tap to "Log In" instead of "Sign Up" with your registered phone number to resume banking with us with your existing account. 

Changed your phone number? 

Let us help you! Drop us an email with your old and new phone number with your registered email address to support.my@bigpayme.com 

We will help you update your phone number so you can continue banking with us. 

Forgot your passcode? 

After you've applied your SMS OTP or link for login, you will be prompted to key in the passcode. 

Tap on "FORGOT?" on the screen, answer a few security questions and you will then be able to set your new passcode. 


Still need help? Chat with us and let us help you! 


Getting login links instead of OTP? 

This is an enhanced safety feature by the BigPay team made to ensure the login feature better secures your account. 


If you are facing any login issues with the link where it keeps directing you to install the app, do check if your phone settings allow for opening links. 


My Card


Card usage

Where can I use BigPay?

You can use your BigPay card anywhere that accepts Mastercard or Visa. That's over 40 million merchants worldwide! Unfortunately, you can't use your BigPay card in North Korea and Israel.

Do I need to let you know I’m travelling abroad?

Nope. Just use your BigPay card as usual overseas. We still offer one of the most competitive exchange rates and only up to 1% of currency conversion fees + network charges. Selamat bercuti!

How do I change my card PIN?

From your Cards tab, tap PIN settings and enter your new PIN.

My card is expiring. What do I do?

No worries - we'll be in touch with the next steps. Make sure to check your emails in the month leading up to your card expiry!


Cash withdrawal

I made an ATM withdrawal but did not receive my cash

Keep your transaction receipt safely and chat with us in-app. We'll help you raise a dispute to get your money back.


If you plan to take out cash in Indonesia, we recommend using the ATMs by Mandiri, Maybank and CIMB Niaga.

Why was my ATM withdrawal fail?

It's most likely:


● You might have reached the cash dispensing limit of the ATM
● You've entered the wrong PIN
● You've reached your RM10,000 daily withdrawal limit
● You haven't got enough money in your account
● Your card is frozen.

If it continues to fail, try using another ATM.

If you were charged but no money was dispensed, please chat with us in-app.

Is there a limit on ATM cash withdrawals?

Yes. Our limits on ATM withdrawals are:

● 10 withdrawals daily
● A maximum withdrawal limit of RM10,000 daily (amount includes ATM withdrawal fee)

Please note that ATMs have their own limits too.


Lost or stolen card

My card is lost or stolen

Freeze your card in-app immediately. If you cannot access your app, call us at 1300 13 3388 (local) or 03 7662 9200 (overseas).

If you have misplaced your card, you can always unfreeze it again once you have found it.

If your card is stolen, tap 'Report lost and stolen card' to order a replacement. We will charge you RM20 for it.


Contactless

Do I need to activate the contactless feature on my card?

Yes. To activate, make your first purchase using Chip & PIN or make an online payment. After you've done that, you'll be able to make contactless payments!

Is there a limit on contactless payments?

Yes, it's RM250 daily. Any payment after will require Chip and PIN. 

Can I set my own contactless payment limit?

Contactless limits are fixed by Mastercard. For now, this limit cannot be changed.


Fees

What fees am I being charged?

We do not charge you any fees to sign up and have a BigPay account. Spending in Malaysia and overseas are fee-free, except for withdrawals. For international spending, we still offer one of the most competitive exchange rates and only up to 1% of currency conversion fees + network charges. 


With regards to withdrawals, we charge RM6 for local ATM withdrawals and RM10 for overseas withdrawals. Some ATMs may charge you extra (as levied by the respective banks), so double check before you withdraw any cash.

For full details, see our Fees and Charges. 

My Account


Topup

How do I add money to my account?

1. From the homepage of your BigPay app, tap Top up
2. Enter an amount
3. Add or select your top up source (credit/debit card or bank transfer)
4. Enter payment details
5. You're done!

What's the maximum amount I can have in my account?

RM10,000 at any one time.

Is there a top up limit?

There are no limits on your top ups if you do it via bank transfers, debit cards of credit cards. However, your BigPay wallet can only hold a maximum of RM10,000 at any one time. 

Please note that any top-up with your credit card will incur a credit card convenience fee of 1% per transaction after your first RM1,000 top-up per month. 

What credit or debit card can I use to top up BigPay?

Any debit or credit card as long as it's Visa or Mastercard. For now, we don't accept American Express.

My top up failed, what should I do?

Before you try again, please check if:


● You've enough money in the account you're making the top up from
● You've provided the correct card details (expiry date and CVC)

If your top up still fails, please chat with us in-app and we'll take a look.

If you've been charged for the top up, the amount will be reflected on your BigPay account immediately.

Security

Is my money safe with BigPay?

Absolutely! We're a Bank Negara licensed e-money issuer so we comply to financial regulations. We keep your money in a trust account at all times.

We also verify the identity of all our users. This helps keep your money safe and make sure that you're the only one who can access your account.

How do I remove my card details on BigPay?

Go to Settings > Top up sources, tap on the card you'd like to remove and hit delete. Just make sure you've at least one other card in your account before removing any cards from your account.

My card is blocked due to incorect PIN attempts. What do I do?

If you enter the PIN for your BigPay card incorrectly three times in a row, your card will be temporarily blocked to keep it secure.


If your card has been blocked, you will need to wait for 24 hours before you can use it again.


Change profile details

How do I update my profile?

Simple! From the Settings tab in your app, tap My profile > Personal details and you'll be able to update your phone number, email, preferred name and shipping address.

How do I change my mobile number?

From the Settings tab in your app, tap ​My profile > Personal details and enter your new mobile number. We'll send you an OTP to your new mobile number to verify. Enter the OTP and you're done!


Cancelling my account

How do I cancel my BigPay account?

We're sad to see you go... But just know we don't charge you any fees annually or to keep your account active. And if you're planning to travel abroad, you'll save lots of money on exchange rates and buying AirAsia flights!

Still not convinced? Then please chat with us in-app so we can help you cancel your account.

Card payments


Payment Issues

Why is my payment still pending?

Your payment is pending because the merchant hasn't settled the payment yet. This could take up to a maximum of 10 calendar days.

During the time a payment is pending, no money has left your account yet. We simply set the money aside from your balance so you've enough money to pay when the merchant collects the payment. When that happens, your payment will change from Pending to Settled.

If the merchant hasn't taken any action after a maximum of 10 calendar days, we'll release the money back to your account.

Why was my payment declined?
Here are some common reasons:

● You've entered the wrong PIN

● You haven't got enough money in your account
● Your card is frozen
● You've hit the daily limit for contactless payments of RM250 (any further transactions will require a pin)

If you're making your first payment, please use Chip & PIN.

I don't recognise a payment / I don't think I made this transaction

Before you do anything else, please freeze your card in-app to keep your money safe.

● Some merchants have a different trading name from their brand name so you might not recognise the transaction at first. You can check this by running a Google search.
● Please check with your friends and family to see if they've made this payment.
● If you've been charged for a purchase you've not made, contact the merchant to find out what you've been charged for.

If you're sure you've not made this payment, chat with us in-app so we can investigate it.

I've been charged twice for the same payment

Please check if the status of the duplicate transaction is Settled.

● If not, the duplicate transaction will be pending for up to a maximum of 10 calendar days and then the money will be released back to your account after.
● If yes, reach out to the merchant to understand why you've been charged twice.

If you're still having problems, please chat with us in-app.

My transaction was cancelled but the money has not been refunded

Once the merchant has cancelled your payment, you'll receive your refund after a maximum of 10 calendar days. If you haven't received your money by then, please chat with us in-app and we'll look into it.

I was charged an incorrect amount

Please reach out to the merchant to arrange a refund. If you're facing issues, chat with us in-app so we can help you.

I didn't get the goods or services I paid for

Please reach out to the merchant to check on the delivery of your goods or services. If you've trouble resolving the issue, chat with us in-app so we can help you.

The merchant doesn't accept my BigPay card

You will be able to use your BigPay card at Mastercard & Visa merchants worldwide. However, certain merchants may impose additional security features that limit/block prepaid cards.

We're actively working with merchants to fix this so you can use your BigPay card with them. Let us know which merchant it is by chatting with us in-app.

I was charged RM200 for petrol when the actual amount of my transaction was less. Can I get a refund?

This is normal. The petrol station has made a pre-authorisation charge to validate your BigPay card. Don't worry, you’ll get your money back in 3-4 days.

To avoid the charge next time, pay directly at the cashier, not at the self-service pump.

I didn't receive my OTP

Check if you have entered the correct mobile number and your mobile has network coverage.


Otherwise, reach out to your telco to find out if you can receive SMS from 62000 or 66688.


Can I use my BigPay card onboard AirAsia flights?

You can only pay for items onboard AirAsia with a credit card. No debit cards and prepaid cards are supported as a payment method during an AirAsia flight.

airasia Points


airaisa Points

What are airasia points?

These points are what you earn when you spend with BigPay. You can redeem your airasia points for discounted flights and other rewards on airasia.com/rewards

Where are my airasia points?

You'll receive your airasia points within 5-7 working days after the merchant has settled the payment. If you've not received your points by then, please chat with us in-app and we'll look into it.

How much do I need to spend to earn 1 airasia point?

You will receive 1 point for every RM10 you spend at local merchants and bill payments while you will earn 2 points for every RM10 at foreign merchants and airasia. Do note, you won’t earn airasia points when sending or receiving money to/from your BigPay contacts or on local and international bank transfers!

Will my airasia points expire?

Yes. It'll expire after 24 months from the date the points were rewarded so don't keep saving your points for too long. For more details, read more here.

How do I link my BigPay account to my airasia rewards account?

From the homescreen of your app, tap on the points icon in the top right corner. Tap Sync your airasia points and enter your login details to link both accounts.

If you want to change or unlink your airasia points, chat with us in-app and we'll help you with that.

 

What are the benefits of using BigPay on airasia?

Travelling has never been better, you'll:

● Save up to RM32 in processing fees when you buy airasia flights
● Get discounts on pre-booked check-in luggage and meals
● Have exclusive access to airasia sales and more!

Help! I don’t have an airasia rewards account!

Please refer to the airasia rewards website for information on how to create an airasia account! 

Follow these simple steps to get started: 

Step 1: Visit airasia.com and click on the "Sign Up" button 

Step 2: Fill in your email address, password and personal information and click "Sign up now" 

Step 3: Verify your email address by clicking on the verification link sent to your email inbox 

Step 4: Your registration is complete once you've verified your email address 

If you have a physical card or have received an airasia member ID from our airasia partners, select "YES" and enter your airasia member ID under the "Do you have a airasia card or airasia member ID?" section during registration.

Help! I don't remember by airasia account details! 

If you have forgotten your password, you may follow the instructions given at the airasia website.


Can I transfer my points to someone else? 

Sorry, points are non-transferable and non-convertible to cash.

Can I get an extension on the linking of points? 

Sorry, points linking extensions are not allowed.

How will I know once the account is linked? 

As long as you are able to log into your airasia rewards account, you should be good and the accounts should be linked! 

Is airasia rewards the same as BIG rewards 

Yes, this is the same rewards program! 

Help! I made a transaction but haven't seen my points go up! 

Don't panic, points for eligible transactions will be reflected in your account a few days after your transaction was made. Check back in a few days! 

How many points do I earn for my transactions? What can I do to earn points with BigPay? 

The points you earn is visible on the app. Press the question mark symbol on the top right of the points page to learn more. Watch out for promos and special periods where you can earn more points for spending with BigPay! 

Bank Transfer


Bank Transfer

How long will my bank transfer take?

Transfers to Malaysia

Monday - Friday

Before 2pm: Same working day

After 2pm: 1 working day

Saturday - Sunday/Public Holiday: 1 working day

 

Transfers to Australia

Monday - Friday

Transfer before 2pm: 1 working day

Transfer after 2pm: 2 working days

Saturday/Sunday/Public Holiday: 1 working day

Transfers to Bangladesh

Monday - Sunday/Public Holiday: 3 Bangladesh working days

 

Transfers to China via Alipay

Monday - Sunday/Public Holiday: Within 15 minutes

 

Transfers to India

Standard transfers

Monday - Friday

Before 2:30pm: Same day

After 2:30pm: 1 working day

Saturday - Sunday/Public Holiday: 1 working day

Real-time transfers

Monday - Sunday/Public Holiday: 5 minutes

Transfers to Indonesia

Monday - Sunday/Public Holiday: 5 minutes

 

Transfers to the Philippines

Monday - Friday

Before 12pm: Same working day

After 12pm: 1 working day

Saturday - Sunday/Public Holiday: 1 working day

  

Transfers to Nepal

Sunday - Friday

Before 2:15pm: Same day

After 2:15pm: 1 working day

Saturday/Public Holiday: 1 working day

 

Transfers to Singapore
Standard transfers
Monday - Friday
Before 5pm: 1 working day
After 5pm: 2 working days
Saturday - Sunday/Public Holiday: 2 working days

Real-time transfers
Monday - Sunday/Public Holiday: 10 minutes

Transfers to Thailand

Monday - Friday

Before 6pm: 1 working day

After 6pm: 2 working days

Saturday - Sunday/Public Holiday: 2 working days

 

Transfers to Vietnam

Standard transfers

Monday - Friday 

Transfer before 1pm: Same day

Transfer after 1pm: 1 working day

Saturday/Sunday/Public Holiday: 1 working day

Real-time transfers

Monday - Sunday/Public Holiday: 30 minutes

How much will my bank transfer cost?

Local Bank Transfers
It's RM0.50 for each transfer to Malaysian bank accounts.

International Bank Transfers
This depends on where you're sending to. You can easily find out the cost of your transfer directly in your BigPay app. From Payments, tap International Bank Transfers, choose where you're sending to, enter an amount and we'll show you the fee.

At what exchange rate will BigPay transfer my money?

You can check the exchange rate we'll use directly in your BigPay app. We'll use the exchange rate at the time you paid for your transfer.

What are the transfer limits?

It depends on where you’re sending to. For local bank transfers, you can transfer up to RM5,000 daily and not more than RM10,000 monthly. The limits are different when you transfer money overseas - we’ll let you know in the app if you reach the limit.

Verification

Why do I need to verify my identity before making a bank transfer?

As an e-money issuer and remittance service provider licensed and regulated by Bank Negara Malaysia, we need to know who you are. That’s why we need to verify and sometimes reverify your identity before you make a bank transfer.

What category is my visa or employment pass?

You can find out the category in your visa document. It should be Category 1, 2 or 3. If you are on a spousal visa, please select Not available when verifying yourself. For more details, visit here


Transfer issues and refunds

Why was my transfer rejected?

The recipient bank had rejected your transfer because you've entered the wrong recipient bank details. Please check before trying again. If it's still rejected, please chat with us so we can find out what's wrong.

I've sent the wrong amount

We process your transfer instantly after you've paid. So we can't always stop the transfer or make a refund because the money is already on its way to the recipient. Please reach out to your recipient to resolve the issue.

Recipient hasn't received the money I sent

We gave you an estimated date for when your recipient can expect to receive the money. You can find it out by tapping on the transaction. If your recipient hasn't received the money after that date, please chat with us in-app so we can look into it for you.

How long does my transfer refund take?

Some refunds are instant, others may take up to 5 working days. If you've not received your refund on the 6th working day, please chat with us in-app.


Other

How many people can I save in My Favourites?

You can save up to 10 recipients in My Favourites. You can always edit your list of saved recipients to add new ones when you reached the maximum. Please chat with us if you need help.

Will I receive airasia points for bank transfers?

No, you'll only receive airasia points when you spend with your BigPay card.

Bill Payments


Bill Payments

How do I check if my biller is supported by BigPay?

You can search for your biller from our comprehensive list of billers here


Are there any charges for bill payment transactions?

Paying your bills with BigPay is absolutely free.


Can I pay multiple bills in one single transaction?

No, you will need to pay one bill at a time.


Are there any limits (daily/weekly/monthly) for bill payments?

Every biller has their own specified minimum and maximum payment amount as well as number of transactions allowed daily.


Please refer to “Bill Specific Rules” in our downloadable Biller Appendix here, or search for your biller on the search bar above for more information.

Where can I view my bill payment transactions?

You can view your bill payment transaction history on your BigPay app's Home Screen under the "Utilities" category, or search for your transaction via biller name.


Are all my bill payments processed on the same day?

Every biller has their specific processing time.

Please refer to “Biller Specific Rules” in our downloadable Biller Appendix here. Alternatively, search for your biller under its respective category on the right, or use the search bar above for more information.


Can I make a scheduled or recurring monthly payments to my bill payments?

BigPay is yet to support scheduled or recurring bill payments - but stay tuned.


Can I set a monthly reminder for myself to pay my bills?

Definitely. A monthly reminder can be set for your specific biller when you’re entering your bill details on your BigPay app.

Can I remove a biller from my list of saved billers?

Yes, you can easily remove a biller from your saved billers list on your BigPay app’s “Select bill” screen. Just swipe left on the biller to be removed, and tap “Delete”.


My biller isn’t supported. When will it be available on BigPay?

We are working to onboard as many billers as we can on BigPay.


Please stay tuned for updates on new billers. You can also suggest which biller you'd like to see supported at support.my@bigpayme.com


How many BIG Points do I earn when paying my bills with BigPay?

We love rewarding you for using BigPay. For every RM20 spent on paying bills with the BigPay app. you will be awarded 1 BIG Point.


How do I get a refund if I paid to the wrong account?

Don’t worry, we’re always here to help. To initiate the refund, please chat with us in the app and our customer service team will help you liaise with the biller.


Upon the biller’s approval, we’ll refund the transaction amount into your account.


This process will take at least 7 working days and is subject to the biller’s approval.

How do I do a prepaid top up?

You can now add credit to your mobile phone with prepaid top ups! Here’s how:

1. In the Explore tab, tap on Bills.
2. Scroll down to the Prepaid section and choose your provider.
3. Select a top up amount and complete payment.

How long does it take for my prepaid top up to be reflected?

Prepaid top ups are normally reflected within 10 minutes after payment is successful.​

How will I know if my prepaid top up is successful?

To check if your prepaid top up is successful, look for the ‘Approved’ status in your receipt. This can be found in your transaction history on the home screen.

You should also receive a top up confirmation via SMS on the mobile number that you have added credit to.

Why didn’t my prepaid top up go through?

There could be a number of reasons why your prepaid top up didn’t go through. Here are the most common ones:

1. An invalid or inactive mobile number was used
2. You may have selected the wrong provider for you prepaid number
3. Wrong OTP was entered
4. An error occurred in your mobile operator’s system

None of the above? We’re happy to help! You can connect with us directly over the live chat in the BigPay app.

Are there any charges to use prepaid top up with BigPay?

Prepaid top ups with BigPay are free with no additional charges.

Can I set an automatic or recurring prepaid top up as well?

We are working on it, so watch this space!

Can I set a reminder for myself?

Yes you can! Tap on ‘Set payment reminder’ when you’re filling in your prepaid top up details. You’ll get a monthly reminder that repeats on the same day that it has been set

Can I use prepaid top up for other mobile numbers apart from my own?

Yes! All you need is the mobile number and carrier for the payment to go through. If you need help, reach out to us over the live chat in the BigPay app.

Can I top up BigPay by using my prepaid mobile credit?

Good question, but this is currently unsupported. That being said, you may still top up your BigPay balance by using cash top up (at 7-ELEVEN), credit or debit card, or online banking.

eBelia


eBelia

What is the eBelia initiative?

eBelia is a government initiative under Budget 2021 by the Ministry of Finance Malaysia. 


The broad objectives are to ease the burden on youths’ expenses and encourage businesses especially small and medium enterprises (SMEs) to accept cashless payments.


Approximately 2 million Malaysians stand to benefit from eBelia, where the Government provides RM150 of e-wallet credit, to be used for purchases through the participating e-wallet service providers. 


In addition, the participating e-wallet service providers will provide additional incentives through vouchers, cashback, discounts, reward points and ‘coins’.


Who is eligible for eBelia?

The eligibility criteria for individuals to participate in the eBelia programme are:

  1. Malaysian citizens; AND

  2. Have attained the age of 18 to 20 years old in 2021 (born between 2001 and 2003); OR

  3. Are full-time students enrolled in courses equivalent to diploma or SKM4 and above in an institution of higher learning (“IHL”) registered with one of the following ministries: the Ministry of Higher Education, Ministry of Education, Ministry of Agriculture and Food Industry, Ministry of Rural Development, Ministry of Youth and Sports, Ministry of Human Resources and Department of Islamic Development Malaysia ( JAKIM ), which are collectively referred to as “Relevant Ministries”, with no age limitation.


Why should I pick BigPay to claim my RM150 from eBelia??


It’s simple: BigPay is the only eWallet part of eBelia that gives you a card that can be used at 800,000 merchants in Malaysia, both online and offline. You can basically use your BigPay card just like any bank card.


It gives you more freedom to spend your RM150 how you see fit — just make sure to check which transactions the funds can be used for!

Why do I need to top up my BigPay first to make a transaction? Why can’t you disburse my RM150 eBelia credit directly into my account for me to use?


Because BigPay gives you a card that you can use with 800,000 merchants in Malaysia and anywhere in the world, in any currency, we first need to check the eligibility of your transactions. Once you’ve made an eligible transaction, you will automatically be reimbursed from your eBelia credit - and you can use that money on anything you like.


Why do I need to top up my BigPay account if I’m going to claim RM150 from eBelia?

This is our standard signup process. In order to receive your BigPay card, you need to add money to your account. It’s not a fee and it will be available to spend. To make it easier, we’re lowering the minimum top-up amount to RM5.


On top of that, we’re giving you free RM20 if you sign up using the promo code PCEBELIABP. The funds will automatically be credited to your main account balance once you activate your card.

I’ve successfully applied for eBelia with BigPay but I don’t see the RM150 in my main account balance. What’s going on?


To see your eBelia balance, you need to go to ‘Payments’ and then ‘eBelia’.

As you can see, you now have two separate balances: one for your main account on the homepage, and one for eBelia in the dedicated tab. Every time you make a transaction that is eligible under the eBelia initiative, you need to have the total amount in your main account balance first. Once you make an eligible payment, funds will be transferred from your eBelia balance to your main account balance.

For example: if you want to pay RM30 on your favorite merchant, you first need to top up to have enough money in your main balance. Once the payment has been processed and we’ve verified that the transaction is eligible, RM30 will be transferred from your eBelia balance to your main account balance - usually within the next few minutes.


What can I do with my airasia discounts?


First of all, airasia has become much more than an airline. If you live in a delivery zone, we’re giving you multiple discounts on food, groceries and beauty products. When it comes to flights and SNAP combos, you can book your trip to be up until November 30, 2021.


With Malaysia’s vaccination plan progressing rapidly, it’s likely that cases will go down and travel restrictions will ease. When that happens, who wouldn’t want a nice holiday rebate?


What can I use the RM150 eBelia credit for?


You can use the RM150 eBelia credit for any transactions that your chosen e-wallet can be used for, EXCEPT THE FOLLOWING:

  1. peer-to-peer transfers; 

  2. cash-outs; 

  3. app-integrated payment of utility bills;

  4. app-integrated payment of Government related fees/payments;

  5. app-integrated payment of telco postpaid bills and prepaid service top-ups; 

  6. app-integrated games purchases;

  7. payments to overseas merchants;

  8. top up of other e-wallets.


I have more questions but I can't find them here. What can I do?


No problem - you can find a full list of any questions you might have on eBelia in our downloadable PDF here.

Virtual Cards


Virtual Cards

Why should I create a virtual card?
If you’re a new user, creating a virtual card allows you to start spending online while waiting for your physical card. If you’re an existing user, virtual cards are a great way to keep your physical and digital spendings separate. You’ll be able to filter your transactions on your home screen and see where you spent with which card. If you’re replacing your physical card, having a virtual card will allow you to keep using your BigPay account during the process.

If I create a virtual card, am I going to have two separate balances?
No, both your virtual and your physical card will be linked to the same balance.

How many virtual cards can I create?
You’re only allowed 1 virtual card at any given time.

Can I delete my virtual card and create a new one?
Yes, you can delete and create a new virtual card up to once a month.

Will my virtual card be a Mastercard or a Visa? Can I choose?
You cannot choose, your virtual card will match your physical card

What’s my spending limit on the virtual card?
You have the same spending limit on your virtual card as on your virtual card. As long as there’s enough balance on your account, you can use it.

Where can I use my virtual card?
You can use your virtual card anywhere that doesn’t require the presence of your physical card: online shopping, food delivery apps, and any digital purchases in general.

Stashes


Stashes

Using Stashes

How do I create a Stash?

Here’s how to create a Stash:

  1. Open your BigPay mobile app

  2. Tap ‘Explore’

  3. Then tap ‘Stashes’

  4. Create a new Stash by giving it name and adding some money to get started.

Can I create more than one Stash?

You can only create one Stash at the moment. We’re working on multiple Stashes to help you organise your money better, so stay tuned!

How do I add and withdraw money from Stashes?
You can add and withdraw money from Stashes in the BigPay app.

➕ Adding money to a Stash

  1. Tap ‘Explore’ in the menu bar and select ‘Stashes’.

  2. Tap the Plus icon next to your Stash balance, then decide how much money to deposit.

  3. Tap 'Next' and we’ll move the money instantly from your BigPay wallet to your Stash.

➖ Withdrawing money from a Stash

  1. Tap ‘Explore’ in the menu bar and select ‘Stashes’.

  2. Tap 'Withdraw', then decide how much money to withdraw.

  3. Tap 'Next' and we’ll move the money instantly into your BigPay wallet.

How do I close my Stash?

Here’s how you can close your Stash:

  1. Tap ‘Explore’ in the menu bar and select ‘Stashes’.

  2. Toggle off ‘Round up payments’. This will stop rounding up the spare change from your purchases and putting it in your Stash.

  3. Tap on ‘Withdraw money' and move your Stash balance to your wallet instantly.

That’s it!

What are the benefits of using Stashes?

Stashes let you organise your money by keeping things separate from your wallet balance.

Create a Stash and use that as your personal space to save money and budget. It helps you track how much you save, just like you can track your spending with our analytics feature.

Stashes is also a great way to protect your money. That’s because you can’t accidentally spend what’s in your Stash. This stops you from blowing your budget and having some emergency funds set aside for rainy days.

You also get instant access to your money whenever you want it, unlike some savings accounts. So if you decide to dip into your Stash to buy something you’ve been saving up for, you can move that money into your wallet balance in seconds to do just that.

Here are some ways Stashes can work for you:

  • Setting aside money for a rainy day

  • Saving up for a holiday or big purchase

  • Storing money you want to send in another currency

  • Planning for bills or other future expenses

Is the money in my Stash protected?

BigPay is regulated by the Monetary Authority of Singapore (MAS) and Bank Negara Malaysia (BNM), or the Central Bank of Malaysia. Just like all money you hold in BigPay, money in your Stashes is safe.

How BigPay keeps your money safe 👀

Security | BigPay | We take your money's security and protection seriously.


How much can I save in a Stash?
You can save as much money in a Stash as you like. However, your Stash and wallet balance combined can’t be more than RM10,000 at any one time.

Can I spend the money in my Stash?

No, you can’t directly spend money saved in your Stash. Your Stash balance is kept separate from your wallet to help you save and budget better. This means that you can’t accidentally spend what you put in your Stash.

To use the money you’ve saved, you need to transfer the funds from your Stash to your wallet.

Can I withdraw my Stash balance at any time?

You can move money from your Stash to your wallet whenever you want and without any extra cost. The same goes for adding money to your Stash from your wallet.

Do I get interest with the money I save in a Stash?

For now, you don’t earn interest from your savings with Stashes. We’re working on making this happen, so stay tuned for future updates!

Can BigPay use my money saved in the Stash?

Money that you add into your Stash is yours alone. We won’t use it for any other purposes.

Can I share my Stash with other BigPay users?

At the moment, you can’t share your Stash with other users. Each Stash is individual to each user to add and transfer money into their own accounts. We’re working on letting you share your Stash with friends and family in the future, so stay tuned for that!

Other


Other

Why do I need to top up with my own Malaysian bank account before making a bank transfer?

As an e-money issuer and remittance service provider licensed and regulated by Bank Negara Malaysia, we need to verify that you have a Malaysian bank account before you make a bank transfer.

Can I perform a bank transfer if I do not have my own Malaysian bank account?

No, you will need to top up with a Malaysian bank account to be able to perform a bank transfer.

What if I can't access my own Malaysian bank account but urgently need to perform a bank transfer?

Chat in with us! Our support agent will be more than happy to help you with this.

Would I still be able to use my BigPay card if I do not top up with my own Malaysian bank account?

Yes, you'll still be able to use your BigPay card to pay bills, make purchases, buy Lifestyle insurance and make P2Ps as usual. However, you won't be able to make a bank transfer without this verification.

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