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?

Top up limits could vary based on different users. It also depends on your wallet limit. Rest assured, we will keep you updated in the app if you reach the top up limit. 

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 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.