FAQ


About BIG Prepaid MasterCard

BIG Prepaid MasterCard is a stored-value payment card with a multi-currency function that is pre-loaded with funds and is used like a normal credit card or debit card. However, unlike credit cards which provide you with a line of credit and debit cards that are linked to your bank account, you can only spend the money that you have loaded into the prepaid card. Because it is a reloadable and pre-funded card, you are in complete control of your spending. It is a smart and cost-effective alternative to carrying cash and controlling your expenses because you can never spend more than the money you have in the card.

In addition, BIG Prepaid MasterCard is also a loyalty card which rewards you with AirAsia BIG Points* when you transact on your card wherever MasterCard is accepted. You can use AirAsia BIG Points to redeem for free AirAsia flights and more!


*Exclusion apply. AirAsia BIG Points will not be issued for domestic spend transactions nor for merchant spend categories classified by the merchant’s acquiring bank such as Government Services, Transportation, Utilities and Fast Food.

Note: AirAsia BIG Points are issued under the AirAsia BIG Loyalty Programme operated by our affiliate, Think Big Digital Sdn Bhd
BIG Prepaid MasterCard Plastic is a physical payment card that comes with a card limit of RM10,000, so you can pre-load the card to up to RM10,000 for in-store or online purchases. You may use your BIG Prepaid MasterCard Plastic to perform ATM withdrawals wherever MasterCard is accepted. You must submit your personal identification and verification documents (i.e. MyKad or Passport, utility bills) during the registration or application for the card.
 
BIG Prepaid MasterCard Virtual comes with a card limit of RM1,500 and you will receive instant confirmation with the card details emailed to you upon successful application. However, TPaay Asia Sdn Bhd reserves the right to request for the identification documents during the application process for verification purposes. The BIG Prepaid MasterCard Virtual cannot be used to perform ATM withdrawals but otherwise features the same benefits as the BIG Prepaid MasterCard Plastic. So, if you fancy online shopping and see no purpose in having a physical card, then BIG Prepaid MasterCard Virtual would be the perfect card for you.

Should you wish to upgrade it to a higher limit, you can upgrade your BIG Prepaid MasterCard Virtual to an enhanced card limit of RM10,000.

Note : We may at any time (even during the application process) at our sole discretion ask you for your ID documents or any form of identity verification should we need to and/or before processing your application. If you refuse to provide us with the ID documents, we may cancel, reject or terminate your application.
It can be used anywhere MasterCard is accepted, be it for retail or online transactions. Because it is a prepaid card, spending is limited to the amount that you load/top-up on the card. Each time you use your card, the purchase amount is automatically deducted from your card balance. The transaction will be declined if the funds are insufficient.
Click on ‘APPLY CARD’ on the BIG Prepaid homepage and you will be brought to the “CARD REGISTRATION” page Select your choice of card and fill-out the online application form and accept the terms and condition.

To complete the application process, you are then required to perform your first top-up of RM50 into the card via the following options:
  1. Credit Card (only available for first time top-up)
  2. Debit Card
  3. Online banking transfer services (such as CIMB Clicks)
For BIG Prepaid MasterCard Virtual, you’ll receive instant confirmation with the card details emailed to you upon successful application. While BIG Prepaid MasterCard Plastic will require a card processing of 14 working days upon successful application and the physical card will be mailed to you once ready.
 
Yes, there is a RM10 joining fee. However, that fee will be waived upon your first RM50 top-up. You will be able to use the RM50 for immediate spending upon card activation.
Yes, the BIG Prepaid MasterCard has a validity period of 5 years.
Yes! Simply input your existing AirAsia BIG member ID into the online card application form. If you have forgotten or are unsure about your AirAsia BIG member ID, please click “Lookup my AirAsia BIG member ID” during your card application at www.bigprepaid.com.
Yes, you may. However, with an AirAsia BIG member ID, you’ll able to collect AirAsia BIG Points (which can be used to redeem for free AirAsia flights and hotel stays) for your overseas spending. To sign up for one, please register at www.airasiabig.com.
Please login to your account and click on the ‘MANAGE MY PROFILE’ tab on the top menu bar. Key in your AirAsia BIG member ID and click Submit.

Fees and Charges

Card Activation

Yes, activation is necessary for security purposes. You should only activate the card after you have received it.

There are two ways to activate your card:-
OPTION 1
Login to your account at www.bigprepaid.com and click on ‘ACTIVATE CARD’ on the top menu bar. Select the card to activate and tick the ‘I have received my card’ box. Then enter the CVV number. (For BIG Prepaid MasterCard Plastic, CVV number is the 3-digit number in reverse italics on the back of your card, while for BIG Prepaid MasterCard Virtual, it is the 3-digit number as per shown in the password protected PDF attachment sent to your registered email address upon successful registration).

For security reasons, you are required to request for a One-Time-Password (OTP) which will be sent to your registered number for verification purposes. Key in the OTP received and click the ‘Activate’ button.

Please check your updated card status via the Account Summary page upon successful activation. The status should read ‘Active’. You will also receive a SMS via your registered mobile number that your activation is successful.


OPTION 2
Send SMS to 66688
ACTIVATE<space>NRIC or Passport No.<space>Last 4 digits of your card number.
(Eg. ACTIVATE 781210147223 4321 or ACTIVATE A12345678 4321)
Note: You must use a registered mobile number for SMS activation.

Online Account Management Function

Upon card application, your card will be registered in your online account automatically so that you can manage your account on-the-go via www.bigprepaid.com:
  • Reload/ top-up
  • Perform multi-currency conversion
  • View your balances and transactions history
  • Manage and/or update your personal details
  • Change account login password
  • Change ATM PIN (for BIG Prepaid MasterCard Plastic only)
  • Upgrade account (if your card limit is RM1,500 and you wish to upgrade it to RM10,000)
  • Lock/ unlock your card
  • Block lost/ stolen card
Go to www.bigprepaid.com and click on the “Forgot Password?” button. A temporary password will be sent to the email address you registered. Use the temporary password to login to your account and go to the CHANGE PASSWORD page under MANAGE MY PROFILE and set up a new password.
Yes, just login to your account at www.bigprepaid.com and go to the MANAGE MY PROFILE page. You can update your passport details (if you renew or change your passport you must provide us with a copy of your renewed or updated passport), home and mailing address. For security reasons, some fields (such as NRIC number) are not editable. Please contact our Customer Care Hotline at 1300 13 3388 (local) or 03 7662 9200 (overseas) should you require assistance.

Card Usage

You can use your card wherever MasterCard is accepted anywhere in the world, be it for retail or online transaction. You can also use your BIG Prepaid MasterCard for bill payment.
Some transactions are handled differently, here are some examples:
  • Petrol Stations - Paying at the pump may incur an “authorization hold” of up to RM200 by the merchant. As such, consider paying inside with the attendant for the exact amount and signing the receipt instead.
  • Hotels – Hotels may put an “authorization hold” on the amount of your estimate bill, making that amount unavailable for other purchases. When you check out, that “authorization hold” may take a few days to be removed by the respective merchant.
  • Returning Purchases – In cases where a merchant allows you to return your purchases, you may receive a credit to your card, a cash refund or even a store credit, depending on the particular store as store return policies may vary. A credit to your card account may take some time to process before it becomes available for use and the timeframe may vary from store to store.
  • Bill Payment – You can use your card to pay just about any one-time or recurring bills. However, please ensure that you top up your card sufficiently in advance or your payment may be declined.

Note: Please check and ensure that you must have sufficient funds at all times before you proceed to do any transactions.
Yes, you may use your card (BIG Prepaid MasterCard Plastic and  BIG Prepaid MasterCard Virtual) at any MasterCard merchant and you may use your BIG Prepaid MasterCard Plastic at ATM’s worldwide that accepts MasterCard.
Yes, you can still pay with your BIG Prepaid MasterCard. Just inform the merchant in advance how much to deduct from your prepaid card and pay the balance using an alternate payment method for example, in cash. Note that this process, known as “split tender”, may not be supported by all merchants.
You will need to check if the merchant has a cancellation policy. If the merchant cancels a transaction at your request, the authorization hold will be removed from your card (The timeline to uplift the authorization hold depends on the merchant and may vary by merchants).
Yes, just login to your account at www.bigprepaid.com and go to the TRANSACTION HISTORY page.

Note: You may view and download your card transaction history to up to 60 days.

Reload/Top-up

You can reload / top-up via the following channels:

Online
Option 1: Login to your account at www.bigprepaid.com and reload/ top-up via online banking transfer services offered by various banks.
  • CIMB Clicks (Transaction will be credited immediately)
    Fee: Free for AirAsia Savers Account; RM0.50 for CIMB Basic Account

  • Other online banking transfer services (Transaction will be credited within 48 to 72 hours)
    Fee: RM0.70

Option 2: Login to your CIMB Clicks bank account at www.cimbclicks.com and select the ‘TOP-UP’ function.
Fee: Free
 

CIMB ATM or Cash Deposit Machine (Transaction will be credited within 48 to 72 hours)
Fee: Free
 

Over-The-Counter
  • Bank Simpanan Negara (Transaction will be credited within 48 to 72 hours)
    Fee: RM2.00 + GST

  • CIMB Bank (Transaction will be credited within 48 to 72 hours)
    Fee: RM2.00 + GST
Yes, this function will help to ensure you always have enough balance in your card account whenever your balance falls below a certain level. To apply, please login to CIMB Clicks to register.
Yes, you are only allowed to load/ top-up to the maximum card limit of your BIG Prepaid MasterCard.
  • BIG Prepaid MasterCard Plastic - card limit is RM10,000, so you may load up to RM10,000 in this card option.
  • BIG Prepaid MasterCard Virtual - card limit is RM1,500 unless you have upgraded to the RM10,000 card limit in which case, the card limit of your Virtual card will be RM10,000.
You may check your card account balance by logging in to your account at www.bigprepaid.com or call customer service and follow the voice prompt.

Card Upgrade

You may upgrade your card limit to RM10,000 by logging into your account at www.bigprepaid.com and select the ‘UPGRADE MY ACCOUNT’ function. You must submit your personal identification documents (MyKad or Passport and utility bills and any other documents as required) for processing purposes..
 
NOTE: TPaay Asia reserves the right to suspend, block, decline and/or terminate any application or card account at any point in time at our sole and absolute discretion. We may ask for your personal documents from time to time and you must provide the same to us as part of our ongoing customer verification and due diligence process, failing which we may suspend, block or terminate your application and/or card account. If you wish to upgrade to the RM10,000 card limit, you must submit your personal documents (including but not limited to, personal identification documents) to us. Terms and Conditions apply.

Chip & 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.
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.
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.
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.
We will send you a new PIN-enabled card because your existing card does not support the PIN for payment.
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.
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. 
We will send you a temporary PIN in a separate email which you must change to your preferred 6-digit PIN.
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.

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.

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.

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.

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.
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.
The POS terminal will determine if PIN is required and if so, it will ask for a 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.
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.
Before the 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 the 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 the 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.
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.
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.
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.

Change ATM PIN

Just login to your account at www.bigprepaid.com and select ‘SET ATM PIN’. Then key in your preferred ATM PIN number. Please note that for security reasons, a One-Time-Password (OTP) will be sent to your registered mobile number for verification purposes. You are required to enter the OTP received in order to confirm the change of ATM PIN.
The new ATM PIN will take effect immediately. You may use the new PIN for your ATM transactions upon changing it via your online account management portal.

Multi-Currency Wallet

Multi-Currency Wallet is one of the functions of BIG Prepaid MasterCard where you can convert up to 5 different currencies - USD, AUD, EUR, GBP, SGD. The default currency is Ringgit Malaysia

This feature allows you to pay in the listed foreign currency that you have selected  when you travel abroad or shop online.
Just login to your account at www.bigprepaid.com and select ‘CURRENCY CONVERSION’. The updated currency conversion details will be reflected on your ACCOUNT SUMMARY page upon successful transaction.

Note: You’re required to convert funds from your Ringgit Malaysia wallet to other Listed Currency (i.e. USD) before any transaction can be made in that particular currency. You may convert up to 5 different currencies wallets (USD, AUD, EUR, GBP, SGD) into your BIG Prepaid MasterCard.
The rate will be reflected when you key in your conversion details under the ‘MULTI-CURRENCY CONVERSION’ page. Just click ‘Submit’ after confirming the currency as well as the amount which you would like to convert to and the converted currency will be loaded into the respective currency wallet in your BIG Prepaid MasterCard.
Yes, the maximum amount you can convert to will be based on your card limit in Ringgit Malaysia (MYR). The total value of your multi-currency wallet must not exceed your card limit in Ringgit Malaysia.

For example: you wish to convert the funds in your BIG Prepaid MasterCard Plastic from MYR to USD and SGD, the added up amount of USD and SGD after conversion must not exceed RM10,000 in value if your card limit is RM10,000.

Lock/Unlock

If you do not wish to use your card or intend to temporarily freeze the use of your card, you may temporarily lock your card by logging in to your account at www.bigprepaid.com and select the ‘LOCK/ UNLOCK CARD’ function. You can unlock your card when you intend to resume using your card.
Account service fee is a monthly charge of RM2.50 with respect to inactive accounts where there is no card transaction in a particular month.
Yes, RM2.50 will be charged per month for inactive account where there is no card transaction in a particular month.
You should block it immediately to prevent any unauthorized use. To do so, please login to your account at www.bigprepaid.com and select the ‘BLOCK LOST / STOLEN CARD’ function. Please call our Customer Care Hotline at 1300 13 3388 (local) or 03 7662 9200 (overseas) to request for a replacement card. A card replacement fee of RM20 will be charged and any remaining balance in your old card will be transferred to your new card.

Alternatively, you may call our Customer Care Hotline directly for assistance.

Earn AirAsia BIG Points

These are reward points you earn as an AirAsia BIG member under the AirAsia BIG Loyalty Programme when you transact with AirAsia and the AirAsia BIG partners or when you spend with your BIG Prepaid MasterCard.

*Exclusion apply. AirAsia BIG Points will not be issued for domestic spend transactions nor for merchant spend categories classified by the merchant’s acquiring bank such as Government Services, Transportation, Utilities and Fast Food.

Note: AirAsia BIG Points are issued under the AirAsia BIG Loyalty Programme operated by our affiliate, Think Big Digital Sdn Bhd
The AirAsia BIG Loyalty Programme is a loyalty rewards program operated by our affiliate, Think BIG Digital Sdn Bhd (Think BIG) whereby all AirAsia BIG members are issued with an AirAsia BIG member ID which can be used to earn and accumulate loyalty points known as AirAsia BIG Points. AirAsia BIG Points in turn allows you to redeem for AirAsia flights, among other things.

For more information, please visit www.airasiabig.com.
You will be able to earn AirAsia BIG Points for your overseas spending (RM2 = 1 AirAsia BIG Point).
To check out the list of AirAsia BIG partners, please click here.
Yes, your AirAsia BIG Points are valid for 36 months from the moment they are credited into your AirAsia BIG membership account at www.airasiabig.com.
No, AirAsia BIG Points are not transferable.