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?

RM10,000 at any one time.

Is there a top up limit?

There are no limits on top ups for bank transfer and debit cards. But you can only hold a maximum of RM10,000 at any one time.

If you're using a credit card, you can only top up a maximum of RM1,000 monthly.

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. We don't charge any top up fees but when you use a foreign card, your card issuer may charge you a currency conversion fee.

My top up failed, what should I do?

Before you try again, please check if:

● You've not exceeded the monthly RM1,000 top up limit for credit cards
● 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.


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 - I entered the wrong card PIN

Once you've wrongly entered your PIN 3 times, we'll block your card for 24 hours to keep it secure. Please try again tomorrow.

If you've forgotten your PIN, simply set a new one in your app.


Change profile details

Updating 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 old mobile number to verify. Enter the OTP and you're done!


Closing my account

I want to close 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 so we can help you close your account.



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