Frequently Asked Questions


Card usage

Where can I use BigPay?

You can use your BigPay card anywhere that accepts Mastercard. That's over 40 million merchants worldwide! Unfortunately, you can't use your BigPay card in North Korea and Israel.

What's the exchange rate when I use my card abroad?

Good news for you! We give you the Mastercard exchange rate without adding any fees - that's the real exchange rate. Check out the latest rates here - enter 0% for bank fee and Malaysian ringgit as your card currency.

When making a payment
Always pay in the local currency. This allows us to use the Mastercard foreign exchange rates for any payments you make overseas.

After you've made a payment
You can check the rate we use by tapping on the transaction. If the payment is pending, we show you the rate at the time you made the purchase. However, it's not the final rate you'll pay. You'll pay the rate on the day the merchant settles the payment.

Do I need to let you know I’m travelling abroad?

Nope. Just use your BigPay card as usual overseas. We give you Mastercard's exchange rate with no charges on top. Selamat bercuti!

How do I change my card PIN?

Easy! From Cards, tap PIN settings and enter your new PIN. Gone are the days of changing your PIN at the ATM.

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

Don't panic, freeze your card in-app immediately. If you've misplaced your card, you can always unfreeze it again when you've found it. If you still can't find it or someone has stolen it, tap Report lost and stolen card to order a new card. We'll charge you RM20 for a replacement.

If you can't access your app, call us at 1300 13 3388 (local) or 03 7662 9200 (overseas).



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.


We charge RM6 for local ATM withdrawals and RM10 overseas. Some ATMs may charge you extra so double check before you withdraw any cash.


For full details, see our Fees and Charges. 


©2020 BigPay 


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