1. Chip and PIN
Chip and PIN is an initiative implemented by Bank Negara Malaysia industry-wide to replace cards requiring signature at the Point-of–Sale (POS) with Personal Identification Number (PIN) enabled cards from 1st July, 2017 onwards. Signature cards will be phased out gradually as cards and terminals are upgraded to accept PIN-enabled cards.
 
2. What is Chip and PIN?
Chip and Pin is a PIN-enabled card that allows you to make purchases at a POS terminal by keying in a secured 6-digit PIN, without the need for a signature. It provides the highest level of security for all card transactions.
 
3. What is a PIN?
A PIN is an abbreviation of Personal Identification Number, it is a secret code that is either assigned to you or is selected by you to prove that you are the rightful owner of the payment card. PIN’s in Malaysia have six (6) digits.
 
4. Which is safer, signing or PIN?
PIN is safer as it can help protect against fraud due to lost or stolen cards, as both the card and PIN are required to make a transaction. For that reason, you must always ensure that you keep your PIN secret.
 
5. Why do I need to change my existing card to a new card to use PIN?
We will send you a new PIN-enabled card because your existing card does not support the PIN for payment.
 
6. When I receive my PIN-enabled card, can I continue to use my signature card?
No, you are advised to activate and use your PIN-enable card once you have received it. Your existing card would be deactivated once you have received and activated the PIN-enable card.
 
7. What needs to be done when I receive my PIN-enable card?
You must activate your card according to the instructions enclosed in the Welcome Pack of your new PIN-enabled card. For security reasons, your temporary PIN will be sent to you by email. You must change the temporary PIN to your preferred 6-digit PIN. 
 
8. How do I obtain my PIN?
We will send you a temporary PIN in a separate email which you must change to your preferred 6-digit PIN.
 
9. Is the PIN used for making purchases, the same as the PIN used at the ATM?
Yes. Each PIN-enabled card has only one (1) PIN that can be used for transactions at the ATM and retail purchases at the POS terminals.
 
10. Do I need to enter a PIN whenever I use my card at a self-service kiosk or terminal in Malaysia?

Please note that if the self-service kiosk or terminal supports PIN, it will prompt you to enter a PIN when you insert your card into the terminal. If the terminal asks you for a PIN, you need to know your PIN and you must enter the PIN to complete the transaction. If you do not know your PIN, or if you do not have a PIN enabled card, you will not be able to use your card at a self-service kiosk or terminal that supports PIN. An example of a self-service terminal is the payment terminal in an outdoor self-service pump at a petrol station.

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Although it is possible to sign at an attended terminal if you do not know your PIN until 1 July 2017, this is not possible at a self-service terminal because it is not attended i.e. there is no cashier or operator to verify the signature. This is why you must always enter your PIN if the self-service terminal supports PIN.

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If you do not know your PIN, or if you do not have a PIN enabled card at an outdoor self-service pump at a petrol station, you may proceed indoors to the shop to pay at the attended terminal with signature.

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Please also note that all transactions at self-attended terminals will take a pre-authorization and deduct the funds which maybe in excess of the value of your purchase. For Gas Stations in Malaysia this amount is RM 200 per transaction. This amount will only be reversed from your account when the actual settlement is received from the merchant or after a period of 3 working days whichever is sooner. If you would only like the exact amount to be withheld, please select the amount on the Automated Fuel Dispenser (if allowed) or proceed indoors to the shop to pay at the attended terminal.

11. Do I need to use my 6-digit PIN to make payment for transactions over the telephone or online purchase?
No. You will not be prompted to enter your 6-digit PIN for transaction over the telephone or when performing an online purchase and you must never reveal your 6-digit PIN when using these payment channels.
 
12. How will I know when a PIN is required to be used?
The POS terminal will determine if PIN is required and if so, it will ask for a PIN.
 
13. What happens if I use my PIN-enable card at a POS terminal that does not support PIN?
In such an instance, the terminal will process the PIN-enable card without prompting for PIN, and your signature will need to be verified.
 
14. What happens if I enter the wrong PIN?
If you enter the wrong PIN after three (3) incorrect attempts, your card will be blocked for security reasons. If your card has been blocked please contact our Customer Care Hotline at 1300 13 3388 (local) or 03 7662 9200 (overseas) for assistance.
 
15. What happens if I forget my PIN?
Before 1st of July, 2017, if you do not remember your PIN while transacting at the POS terminal, the retailer may assist you to complete the transaction by using signature. After 1st of July, 2017, you will only be allowed to use your card at the POS terminals in Malaysia by keying in your PIN. As a matter of security, even prior to 1st of July, 2017 you may be required to enter your PIN at automated fuel dispensers or other self-service terminals when prompted, to complete your transaction.
 

In the event you forget your PIN please contact our Customer Care Hotline at 1300 13 3388 (local) or 03 7662 9200 (overseas) to receive your temporary PIN. You must change the temporary PIN to your preferred 6-digit PIN before the card can be used.
 
16. Will I be required to enter the PIN whenever I use my card in Malaysia?
No, as not all transactions at the POS will require you to use the PIN. Transactions performed at a POS terminal that does not support PIN will still use signature to approve the transaction. However effective 1st July, 2017, you must use your PIN at all POS terminals.
 
17. When I use my card overseas, would I be required to enter a PIN?
Where an overseas terminal does not support PIN, you will need to use your signature to have the transaction approved as not all overseas terminals support PIN.
 
18. What are the ways to keep your PIN secure?
It is essential that you keep your PIN a secret, so that your card is protected against fraud as a result of lost or stolen cards. You must ensure that your PIN is not easy to guess by avoiding numbers that can be associated with you such as significant personal dates (e.g. your birthday or anniversary), telephone number, or driver’s licence number. Other measures to keep your PIN safe include:

• do not keep a written record of your PIN;

• do not allow another person to see your PIN when you enter it or it is displayed;

• do not keep your PIN in a form that can be readily identified as a PIN;

• do not disclose your PIN to any other person (including persons in apparent authority, family members or spouse);

• do not negligently or recklessly disclose your PIN;

• notify us immediately if you become aware that your PIN has become known to someone else.

 

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