Frequently Asked Questions


General

Paydy is a digital wallet solution that's on-the-go, to provide users a more secure and convenient way of payment through the use of your smart device.

Paydy can be used for:

- Making payments by scanning QR code.
- Topping-Up or depositing money into your Paydy wallet.
- Withdrawing money into your bank account.

Yes, you need a smartphone or tablet to use your Paydy wallet. You will also need to be connected to the internet through Wi-Fi or your mobile data plan to validate your transactions.

No, for now it is only available in Malaysia.

No, your account balance will not expire however your account will be suspended if it is inactive within 12 months. There is an inactive fee of RM 5.00 per year to reactivate your account.

No, under no circumstances will your account be removed. However, your account will be suspended if it is inactive within 12 months. You can contact us at +6016-8328668 to reactivate your account.

Yes, our wallet solution offered by Fass Payment Solutions Sdn. Bhd. is licensed by Bank Negara Malaysia.

Security is our main priority. Our solution goes through numerous penetration tests, strict scrutiny compliance and meticulous procedures to ensure high level security.

Still not convinced?

- Every transaction through Paydy has to be authorized by your own 6-digit PIN or fingerprint.
- Not only that, all your personal information such as your name, email, mobile number, NRIC number, address, account transaction details and account balances are kept private. Your credit/debit card information will not be stored in our database.
- Your deposited money is physically maintained and kept in the Fass Payment Solutions Sdn. Bhd. registered Trustee Account.
- Our solution is built in a way that if there's any disparity in your spending habits, we will notify you to as soon as possible.

If you lose your smart device, these are some of the recommended steps that you should take to ensure your Paydy wallet account is protected:

- Deactivate your lost SIM card which the mobile number was used to register your account.
- Contact us at +6016-8328668 to submit a request to temporarily freeze your account.

Preventive suggestions that could help to reduce chances of unauthorized access of your Paydy wallet account:

- Set up a strong login password.
- Set up a random mix for your 6-digit User PIN. No one can use your account for transactions without knowing your User PIN.
- Enable fingerprint permission setting to allow Paydy to verify your enrolled fingerprint prior to any transaction.

If you have not received a 6-digit OTP SMS to your mobile number, you can click the "Resend" button to get a new 6-digit OTP SMS. Alternatively, if you still have not received the new 6-digit OTP SMS, you can contact our Customer Service at +6016-8328668.

If your Paydy wallet has stopped responding on your smart device, here's what you can do:

- Restart your Paydy wallet application.
- Update your Paydy wallet application to the latest version.
- Restart your smart device.

Contact us at +6016-8328668 to speak to our Customer Service if problem still persists.

Please contact us at +6016-8328668 for account termination request and we will be happy to assist you to terminate your account at our system.

Register / Login

To register for an account:

(1) Go to the Login screen.
(2) Click on the “Create one” button at the bottom of the screen.
(3) Enter your mobile number and Paydy will send you a SMS with 6-digit OTP code and a 4-character PAC code.
(4) Enter the 6-digit OTP code sent to your mobile number and verify that the 4-character PAC code shown on the screen matches the value sent in the SMS.
(5) Set-up a password.
(6) Fill in your details such as your Nick name, Full Name, IC Number and Email Address.
(7) Set-up a 6-digit User PIN.
(8) Enable or Skip the application permission access settings. (optional)
(9) Enable or Skip the application fingerprint access settings. (optional)
(10) Start making payments!

No, there is no fee charged for using the application. You are only charged a surcharge fee of RM 2.00 when withdrawing from your account and an inactive fee of RM 5.00 a year to reactivate your suspended account after inactive within 12 months.

No, in order to register for an account, you must be using a Malaysian mobile number.

No, each account has to have a unique mobile number to register.

There are a few reasons why you might be unable to register with your mobile number:

- Mobile number has already been successfully registered in our system.
- Mobile number is currently being used for registration by another person.

The 6-digit User PIN is a secure PIN used to authenticate you as a Paydy user and for transactions.

To change your 6-digit User PIN:

(1) Go to Settings screen.
(2) Under Account Settings, click on the "Change User Pin" button.
(3) Enter your existing 6-digit User PIN.
(4) Enter and confirm your new 6-digit User PIN.
(5) User PIN changed successfully!

To reset your login password:

(1) Go to Login screen.
(2) Click on the "Forgot password?" button.
(3) Enter your Mobile Number, IC Number and Email Address. Paydy will send you a SMS with 6-digit OTP code and a 4-character PAC code.
(4) Enter the 6-digit OTP code sent to your mobile number and verify that the 4-character PAC code shown on the screen matches the value sent in the SMS.
(5) Reset and confirm your new password.
(6) Password reset successful!

To reset your 6-digit User PIN:

(1) Go to Settings screen.
(2) Click on the "Change User Pin" button.
(3) On the next screen, click on the "Forgot user pin?" button. Paydy will send you a SMS with 6-digit OTP code and a 4-character PAC code.
(4) Enter the 6-digit OTP code sent to your mobile number and verify that the 4-character PAC code shown on the screen matches the value sent in the SMS.
(5) Reset and confirm your new 6-digit User PIN.
(6) User PIN reset successful!

Yes, you can use the existing mobile number to login your account and then to perform change new mobile number.

To change new mobile number:

(1) Go to Settings screen.
(2) Click on the "Profile" button.
(3) Under Edit account settings, click on the "Change Mobile Number" button.
(4) Enter your new mobile number.
(5) Enter your login password or scan your fingerprint.
(6) Mobile number changed successfully!

Yes, you can login to your account but you will have to reactivate the account on your new smart device.

If you keep getting an error code while signing in, it might be due to:

- Internet connection. Make sure you are connected to the internet before signing into your account.
- Wrong Mobile Number or Password.

Contact us at +6016-8328668 to speak to our Customer Service if problem still persists.

Wallet account will be suspended immediately, and user will no longer able to use all wallet facilities.

A blacklisted account results from violations of our terms of service and undergoes internal compliance. This includes, but is not limited to, individuals blacklisted by financial institutions, licensed banks, or e-money issuers in Malaysia or abroad. It also involves individuals listed internally and in relevant money laundering and terrorism financing information sources, as well as global lists or databases provided by local or foreign authorities.

No. Once an account is blacklisted, users do not have the right to appeal the decision. Please contact our support team at +6016-832 8668 for further inquiries.

No. Due to the same information being provided during new registration, the system will automatically reject and blacklist the new account.

The duration of the blacklist may vary based on updates to the internal blacklisted list and relevant resources. In some cases, it may be temporary, while in others, it could be permanent.

Yes, you can contact our support team at +6016-832 8668 for updates on your account status. However, if your account is blacklisted, our team is unable to disclose the reason due to our internal compliance procedures.

Due to our internal compliance procedures, we are unable to share detailed explanations.

No. Your account will be terminated, and you will no longer be able to use your e-Wallet.

Top Up

To deposit money into your account:

(1) Go to Home screen.
(2) Click or swipe up on the Paydy card.
(3) Click the "Top Up" button.
(4) Click the amount you want to top up (RM 10, RM 20, RM 50, RM 100 or Max).
(5) Select your preferred payment options to deposit money.
(6) Enter your credit/debit/bank account details.
(7) Top up successfully!

Money can be deposited into your account via payment option:

- Credit/Debit Cards (Visa, Mastercard)
- Credit Cards (Amex)
- Online Banking from a selection of 17 banks in Malaysia

No, there are no extra charges when depositing money into your account.

Yes, the maximum amount that can be stored is RM 200.00.

Check your transaction history by clicking the "Transaction History" button in the Home screen to see if the top up transaction was successful. If it is recorded in the transaction history, go back to the Home screen to refresh the account balance. If the top up transaction is not recorded in the transaction history or your account balance is still not updated, contact us at +6016-8328668 to speak to our Customer Service.

If an error occurs while making a top up transaction, check your transaction history by clicking the "Transaction History" button in the Home screen to see if the top up transaction was successful. If it is not recorded in the transaction history, redo the top up transaction.

Spending

To pay using your account:

(1) Go to Home screen.
(2) Click on the "Pay now" button.
(3) Enter your 6-digit User PIN or scan your fingerprint.
(4) Scan the QR code presented by the merchant staff.
(5) Confirm the payment details.
(6) Paid successfully!

Please follow these steps to void the transaction:

- Upon agreement between you and merchant, the merchant would need to can void the payment through their Merchant Management Portal or Merchant Acceptance Mobile Application, or by contacting us to submit a request within the same day of the transaction.
- Once the payment has been voided successfully, you will receive a push notification message and email. Your voided amount is credited back to your account. You can check the voided amount transaction in your transaction history by clicking "Transaction History" button in the Home screen.

The daily spending limit for is RM 1,000.00 a day using Android smart device. If you have spent more than RM1,000.00, you will be unable to make any more transactions until the next day using Android smart device.

If there is an error while making a payment, check the transaction history by clicking "Transaction History" button in the Home screen to see if it was successful. If it is not recorded in the transaction history, redo the payment.

Withdrawal

To withdraw money from your account:

(1) Go to Home screen.
(2) Click or swipe up on the Paydy card.
(3) Click on the "Withdraw" button.
(4) Enter your 6-digit User PIN or scan your fingerprint.
(5) Enter the amount you wish to withdraw. There will be a surcharge fee of RM 2.00 applied.
(6) Enter your withdrawal details such as Beneficiary Bank and Beneficiary Bank Account Number.
(7) Confirm your withdrawal details.
(8) Withdrew successfully!