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.

Cash withdrawal

ATM didn't dispense any money but I was charged

Oh no, that's not okay. Seems like it was a faulty ATM. But not to worry, chat with us in-app immediately. We'll help you raise a dispute to get your money back.

Why was my ATM cash withdrawal declined?

It's most likely caused by one of the following:

● 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.

Or else, it's probably an issue with the ATM. Do try again or use another ATM.

If you've been 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. 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 a PIN.



What fees am I being charged?

We don't charge you any fees for using BigPay day-to-day. Spending in Malaysia and overseas are all free, with no added fees.

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

See Fees and charges for more details.


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