Frequently Asked Questions
Top up
My account
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?
RM20,000 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 RM20,000 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.