Help Centre

To apply for a Kayaaku Wallet or Prepaid Card, you'll need to:

• Be at least 18 years old
• Have a valid email address
• Provide a valid Malaysian residential or mailing address (P.O. Boxes aren't accepted, except in Sabah)
• Present a valid government-issued ID (NRIC for Malaysians, or Passport for foreign nationals)
• Have a valid Malaysian mobile number to receive your OTP

No income documents are required.

If you don't meet the required terms and conditions, your application may be rejected.

A Prepaid Card lets you spend only what you've loaded into your account, much like a prepaid mobile plan. Simply top up your Wallet Account before use, and you're ready to spend.

A Wallet Account is your online account for storing digital money. It's linked to your Virtual and/or Physical Prepaid Card(s), so no matter which card you pay with, the funds always come from the same Wallet Account.

With a Kayaaku Prepaid Card, you can enjoy:

• Purchases at over 90 million VISA/Mastercard merchants worldwide
• Cash withdrawals at ATMs
• Fast, contactless payments for purchases up to RM250
• Chip-and-PIN payments (insert card and enter PIN) for larger amounts
• Exclusive VISA/Mastercard privileges and discounts

You can apply for a physical Prepaid Card directly through the Kayaaku Wallet app or the online portal.

No, supplementary cards aren't available for Kayaaku Prepaid Cards at this time.

There's no limit, you're free to hold as many Prepaid Cards as you'd like.

• Virtual Prepaid Card is built for online purchases and QR code payments, using your card number, expiry date, and CVV.
• Physical Prepaid Card is built for in-person use, including point-of-sale (POS) purchases and ATM cash withdrawals.

Your physical Prepaid Card will be delivered to your registered Malaysian mailing address within 14 business days of approval.

• Set up your 6-digit Card PIN.
• Reload your Prepaid Card.
• Sign the back panel before your first transaction.

Yes, printed on the Card.

Maintain a balance in your Wallet Account. A zero balance for 3 consecutive months will result in automatic Wallet Account termination.

Mobile number enables OTP via SMS; mailing address enables correspondence to your last-known Malaysia address.

Yes. Please update us via the app, by phone, by post or email, or by submitting the Service Request Form, so we can reach you promptly.

• Check via the app or online portal.
• Call during business hours for support from our team.
• Call after hours for automated Interactive Voice Response (IVR) guidance.

Check your transaction history on Kayaaku app or Kayaaku online portal for up to the past 6 months.

Yes, you can call to request statements going back up to 7 years, with a fee deducted from your Wallet Account. Note that the current month's statement isn't available until after your statement date.

RM10 is kept as a refundable cap balance for every first-time user's first reload, refunded upon closing the e-wallet.

The excess amount will be refunded to your bank account. An administrative processing fee of RM100 applies, plus any additional bank charges that may be incurred.

Contact us immediately at 03-4051 9911 with a photo of the receipt and the ATM, including the bank name and machine number. Please keep the original receipt, as it will be needed for the investigation.

• Insufficient funds
• Incorrect PIN'
• Your card is temporarily blocked
• Your card is inactive
• The ATM doesn't support Kayaaku Cards
• You've exceeded your daily or monthly transaction limit

Yes. You'll need to indicate your consent for overseas transactions, Card Not Present transactions, and recurring payments via the app, the portal, by phone, or through the Card Usage Preferences Request Form. You should also inform us of your travel plans in advance.

Petrol stations reserve RM200 for ~3 days (pay exact amount at cashier to avoid); hotels hold a deposit until after checkout; recurring payments need sufficient funds beforehand; large purchases should be flagged in advance to avoid inconvenience.

Insufficient funds in your Wallet, or wrong OTP/PIN entered.

Risk of account data compromise or unauthorised use; overseas card verification standards vary by country/merchant, increasing fraud risk.

• Keep your card, PIN, and password protected at all times.
• Change your PIN before first use.
• Avoid easy-to-guess PINs.
• Sign the back of your card.
• Never share your card or PIN with anyone.
• Don't write down your PIN.
• Check regularly that you still have your card.
• If your card is compromised, freeze it and call us immediately.

No, government-related tax is not applicable for a Prepaid Card.

Contactless payment is a way to pay without handing over cash or cards. It includes NFC card payments and QR-based payments, and is available for transactions up to RM250.

Yes, no physical contact required; paid by scanning a QR code via mobile app/wallet.

Look for the DuitNow QR code symbol.

Scan the merchant's QR code → app displays payment details → confirm amount and authorize → funds transferred instantly.

Up to RM250 per transaction in Malaysia; subject to change.

For contactless payment via DuitNow QR, you may need to key in your Wallet PIN to authorise the purchase. For contactless card payment, the merchant will prompt you to insert your card and enter your PIN instead.

Yes.

• Fast and convenient
• No cash handling
• No physical card handover
• Reduced need for signatures
• Secure, processed via authorised channels

Look for the contactless symbol on both the Prepaid Card and the Card Reader/Payment Device.

Hold within 4 centimeters of the Card Reader.

Up to RM250 per transaction in Malaysia; subject to change.

No, designed for one transaction at a time; each must complete or void before another can process.

No, retailer must enter the amount first, then you tap; terminals process one transaction at a time.

Yes. Contactless payments are based on secure EMV chip technology with encryption, and are processed through the same network as chip or magnetic stripe transactions.

A secret 6-digit Personal Identification Number used to prove ownership of your Prepaid Cards.

Tighter security; better control (changeable anytime); protection from fraud even if the card is lost.

Set up your 6-digit PIN on the App or online portal.

No, no signature or PIN confirmation needed for these.

3 consecutive attempts allowed; after failing all, the card is blocked — call to unblock.

Reset your PIN in the App or online portal.

Yes, via App or online portal.

The EMV Chip requires the 6-digit PIN at POS instead of a signature, preventing fraud; mandated by Bank Negara Malaysia.

Before 1 July 2017, signature could be used in Malaysia. After that date, only PIN entry is accepted in Malaysia.

Processed without PIN prompt; your signature (on the card's back panel) is checked against the receipt signature.

Yes, but requirements vary by country — signature may be required instead.

Yes. Set Card Usage Preference via App/portal, call support, or submit the Card Usage Preferences Request Form.

Card supports Verified by VISA (VbV) or Mastercard SecureCode, using OTP to authenticate purchases; always shop at sites subscribing to these services.

A numeric code valid for a single online transaction, sent via SMS to your registered mobile number — mandatory to complete an online purchase.

An added-security online authentication service for purchases at 3D-secured participating merchant sites using OTP.

A VISA/Mastercard-facilitated service for secure online transactions, authenticating merchant, VbV/SecureCode, and issuer.

Simplifies shopping — no online PIN to memorize; OTP sent to registered mobile/email instead.