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Frequently Asked Questions


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.



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.



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. 

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