Frequently Asked Questions
Need some help or got a burning question that you need answered ASAP? Just click on one of the sections below to find the answer…
If you still can’t find an answer to your question, please drop us a note @ custcare@wannapay.com.my
Kindly reach out to us via:
1) Customer Service Hotline @+60 3-9212 3388
2) Live Agent @ www.wanna.com.my
File a report to our Customer Care Team via 1) Customer Service Hotline @ +60 3-9212 3388
2) Live Agent @ www.wanna.com.my
our team will assist in the investigation and provide further remorse.
Ensuring customer and merchant data and information are securely kept is our main priority.
Kindly ensure that you key in the correct phone number and OTP, if you did not receive the OTP, then you may request to resend a new OTP.
It may due to Telco network. If you did not receive and OTP, you may click on the resend button to resend the OTP. Please take note that all OTP are valid for only 3 minutes and resending OTP can only be done after 1 minute.
If the chat window is closed, the customer is considered left the chat and are unable to view the previous chat history.
As an eWallet regulated by Bank Negara Malaysia, wannaPay is required to verify our customers’ identities in a process called KYC (Know Your Customers) to keep the platform more secure.
During the eKYC process, user is required to provide the following information;
(a) Full name
(b) Identification number (e.g. passport number, identity card number, etc. )
(c) Address
(d) Date of birth
(e) Nationality
(f) Occupation type
(g) Name of employer or nature of self-employment or nature of business
(h) Contact number
(i) Purpose of transaction
Some additional information such as sources of funds and sources of wealth may be required in line with the risk profile of the user.
wannaPay collects personal information which may include your:
(a) Full name;
(b) Identification number (e.g. passport number, identity card number, etc. ) and/or details (if any);
(c) Company name (if any);
(d) Home and/or work address (if any);
(e) Email address;
(f) Phone number (mobile and/or fixed line); and/or
(g) Information about your URL website (if any).
Currently, one wanna account can only be linked to one mobile number. If you have multiple mobile numbers, you can create a wanna account for each one and sign in to use wannaPay.
You can reach Live Agent through our website (www.wannapay.com.my).
There is no report / case number upon completion of the chat. However you may contact our Customer Service Hotline @ +60 3-9212 3388, if you need further assistant
Yes, you are able to upload attachments up to 50MB per message.
After the session, you will be able to leave your comments to rate our Live Agent.
Upon refresh the web site, Chatbot will be restarted.
If the chat window is closed, the customer is considered left the chat and are unable to view the previous chat history.
If the chat window is closed, the customer is considered left the chat and are unable to view the previous chat history.
It is depending on the complexity of the issue.
No, please be informed that wanna App can’t be installed on a rooted device. Please change your device and ensure it is not jailbroken as it is not secure for any monetary related app as your personal data could be stolen by unauthorised parties.
No, you can be both sellers and buyers at the same time in the wanna ecosystem!
wanna App is currently available on Malaysia’s Google Playstore and App store. Please verify that your account location setting is set for Malaysia.
If you are still unable to find or download wanna, it may due to rooted device, unsupported Operating System or Device.
wanna app is currently available in Malaysia.
Yes, by allowing so , we are able to meet your needs at the fastest manner.
Only wannaTalk (chatting) function will be available when you travel abroad provided you have internet connectivity and you log into a wanna account.
wanna is regulated by Bank Negara Malaysia. Therefore, the app meets every standard and regulations set in accordance to e-money guidelines and Financial Services Act 2013.
wanna’s P2P Store is a Marketplace platform where it allows users or shoppers to make purchases online from individual sellers in just a matter of clicks!
The account verification process is normally instantaneous, except in some circumstances where the application requires additional time to process. However, it should not exceed three business days.
There is currently no web-based account for the wanna app.
The downtime is required to prepare for the launch of the new app version. This will ensure a smooth transition and a better user experience.
The app will be temporarily unavailable on 22nd September from 2 AM to 4 AM as we prepare for the new version.
All points in your account will be frozen during the update. If you prefer, you can opt to convert your points to credit before the downtime.
Any unused balance in your UnionPay account will be automatically transferred to your wannaPay account during the maintenance period.
No, there will be no fees for transferring your balance from UnionPay to wannaPay during this maintenance period.
If you experience any issues after the update, please contact our customer service team for assistance.
More details about the new features will be shared on the app and our website closer to the launch date.
You may find the function of resetting your PIN under user profile.
Step 1: Kindly ensure that you key in the correct phone number and OTP, if you did not receive the OTP, then you may request to resend a new OTP.
Step 2: Key in your 6 digit transaction PIN, if you don’t remember your transaction PIN kindly reset your PIN.
In order to request money transfer, you have to be a Premium Wallet user.
Step 1: Go to Wallet
Step 2: Click Receive Money
Step 3: Upgrade to Premium Wallet by proceeding with the e-KYC verification.
Please note that you are not allowed to edit once requests had been made. Request transaction is only valid for 24 hours before it is expired.
In order to send money, you have to be a Premium Wallet user.
Step 1: Go to Wallet
Step 2: Click Send Money
Step 3: Upgrade to Premium Wallet by proceeding with the e-KYC verification.
There are no fees associated with sending money to anyone.
The send money feature is not available for Basic Wallet user. However, if you are a Premium Wallet user and can’t send money, you may reach out to our Customer Service Hotline @ +60 3-9212 3388, and our customer experience team may pick up from there!
If you accidently transfer money to the wrong beneficiary or wrong amount, we are not able to make any adjustment because this transaction is deemed as valid. We suggest you to make own arrangement with the receiver or wrong receiver.
Please note that you are not allowed to cancel once requests had been made. Request transaction is only valid for 24 hours before it is expired.
Just flash your WannaPay QR with Wanna app on our merchants, and they will scan your code to complete the transaction!
Please kindly check your transaction history. If problem still persists, kindly reach out to our Customer Service Hotline @ +60 3-9212 3388, and our customer experience team may pick up from there!
Yes! However, you will only be able to view and email your transactions done over the last 90 days (3 months).
If you are a Basic Wallet user, you will be required to Log in with OTP and PIN. However, if you are a Premium Wallet user, you will be required to key in OTP, PIN, and submit eKYC for confirmation.
You may find the function of resetting your PIN under user profile.
You may find the function of resetting your PIN under user profile.
The maximum top up amount are as below:
(a) Basic Wallet : RM200
(b) Premium Wallet : RM1500
Yes, all International Credit and Debit Card is accepted.
Kindly ensure that your card is still active and your card information is correctly entered.
The maximum top up amount are as below:
(a) Basic Wallet : RM200
(b) Premium Wallet : RM1500
Please ensure the network connectivity is stable and the accuracy of the payment method is being correctly input. Otherwise, you may try with other payment method. If the above method failed again, kindly reach out to our Customer Service Hotline@+60 3-9212 3388, and our customer experience team may pick up from there!
Basic Wallet is wallet with a limit of RM200
Premium Wallet is wallet with a limit of RM1,500
(a) Basic Wallet : RM200
(b) Premium Wallet : RM1,500
On all WannaPay retail and online merchants throughout Malaysia.
You can use WannaPay to pay at WannaPay’s participating merchants (both at physical outlets as well as online merchants), top up your mobile credit, pay bills and transfer money to your friends and family.
Under the prevailing Unclaimed Moneys Act, 1965, any monies classified as unclaimed moneys, i.e. balance in accounts not operated for 7 years or more, shall be transferred to the Registrar of Unclaimed Moneys (“the RUM”).
The available methods to top up includes Credit and Debit Card and FPX Online Transfers.
Unfortunately, no. However there are plenty of ways to utillize your wallet balance in Wanna ecosystem!
Yes you may as long as you have a valid Malaysia or Singapore mobile number.
Yes, by allowing so , we are able to meet your needs at the fastest manner.
Please reach out to our Customer Service Hotline @ +60 3-9212 3388, and our customer experience team may pick up from there!
wannaRewards is a loyalty programme that provides you with more perks the more you shop. You will automatically become a member of the programme once you have a wannaPay account.
You can earn wannaRewards points by making any transactions via your wannaPay – making a wannaFood order, pumping petrol, shop online are just some of the activities that may earn you points. Click here to see the list of merchants that accept wannaPay to earn more wannaRewards points.
This list is non-exhaustive. We are constantly offering new services to serve you better, do check back regularly to stay updated.
- Redemption of rewards from the wannaRewards using wannaRewards points
- Campaigns and promotions (unless stated otherwise; campaign terms and conditions apply)
- Top up of wannaPay Wallet/Balance
- Peer-to-peer transfer of wannaPay credit
wannaReward Points will NEVER expire and keep accumulating.
wannaRewards points are awarded depending on the following:
- wannaRewards Points are only awarded for transactions made via wannaPay Wallet
- Some transactions do not qualify for GrabRewards Points, see exclusions here.
Check the history of your wannaRewards point through the wanna app to verify the points earned. In case of a discrepancy, kindly reach out to us via:
- Customer Service Hotline @+60 3-9212 3388
Under the wannaRewards tab, you can browse available rewards for redemption. You can redeem your wannaRewards for exciting deals and discounts listed in our in-app wannaRewards tab or use the wannaRewards points to offset your wannaFood orders or wannaPay in-App purchases.
It’s simple to redeem! To use your wannaRewards to redeem a voucher from the wannaRewards catalogue, follow these steps:
- Tap on Rewards from the home page
- Choose a reward from the Rewards page
- Tap Redeem and confirm.
Your wannaRewards will be terminated upon termination of wannaPay account.
Unfortunately, your wannaRewards membership is non-transferrable.
You can view and track wannaRewards transactions earned and spent through points history.
How to check your wannaRewards transaction history:
- Tap on ‘Rewards’ to view the Rewards page
- Tap ‘History‘
In your Point History, you will see your Points Earned from completed transactions and Points Redeemed that were used to redeem rewards.
Referral programme is wanna’s referral programme for users to invite their contacts to use wanna.
To invite more contacts onto wanna, go to Setting > select ‘Tell a Friend’ > select a preferred method to share a wanna App download link.
You can check your redeemed Rewards under My Rewards from the Rewards tab.
The wannaPay Virtual Prepaid Card is a prepaid card that can be used worldwide and online for the payment of goods and services, wherever a UnionPay QR Code is accepted.
UnionPay QR Code Payment or UnionPay QR Code is a cashless payment solution that enables customers to make payments to merchants with UnionPay QR Code acceptance via a unique two-dimensional quick-response (QR) code.
You can use your wannaPay Virtual Prepaid Card anywhere that accepts Unionpay QR. That’s over 40 million merchants worldwide!
All wannaPay users have the option to request a wannaPay Virtual Prepaid Card.
Once you receive your wannaPay Virtual Prepaid Card, you can activate it by following the steps listed below,
1. Go to ‘Wallet’ and tap ‘wannaPay Virtual Prepaid Card’;
2. Click ‘Activate Physical Card’; then
3. Set your Card PIN to start to transact using your physical card.
You can use UnionPay QR Code payment in Malaysia and other overseas countries.
- Under UnionPay QR Code network, you can perform QR payments by either scanning merchant QR code or presenting UnionPay QR code for merchant to scan.
- You can check payment history and transaction details.
Scan QR allows you to make payment by scanning UnionPay QR Code presented by merchants under the UnionPay QR Code network. Show QR allows you to present your UnionPay QR Code which is generated from the app. Merchants will complete the transactions by scanning your QR code. Remember to choose the display mode depending on which country are in during payment. If the payment is made when you are in Malaysia and/or other countries and regions, select “Malaysia & Others”. If the payment is made in Mainland China, select the “Mainland China” tab.
If a Transaction is made in a currency other than the MYR, the Transaction will be converted into MYR at such exchange rate and at such time as may be determined by UnionPay International at its absolute discretion plus a currency conversion markup at the following rates or such other rates as determined by wanna:-
- 1% markup fees on top of converted transactions amount in MYR.
The maximum transaction limit per transaction is RM10,000. The maximum daily accumulated transaction is RM10,000. UnionPay QR Code payment transaction limit is a standalone limit.
If you’re facing issues, please try one of these methods:
– Restart the device by turning off and restarting the device
– Check data connection as a strong internet connection is required
– Update to the latest version of the wanna app or uninstall and reinstall the app.
Do ensure to check the amount to be paid and the merchant’s details before proceeding with the transaction.
Kindly show the successful notification to the merchant for payment confirmation. Merchant also could check their transaction history to find out if the payment has been made.
Any settlement of discrepancies shall be between the merchant/cashier and you as the consumer. Both parties are allowed to make settlements based on arrangements as deemed fit, appropriate and agreed upon by both parties. wanna will not support any instructions by either party to revoke or refund UnionPay QR Payments that have been successfully transferred.
1. Login to your wanna app;
2. Go to ‘Wallet’ and tap ‘Activate your Prepaid Card’;
3. Click ‘Activate your Prepaid Card’;
4. Set your Card PIN to start to transact using your new wannaPay Virtual Prepaid Card;
5. Proceed to perform e-KYC to start to transact using your new wannaPay UnionPay Virtual Prepaid Card.
No. Just use your wannaPay Virtual Prepaid Card as usual overseas.
From your ‘Wallet’ tab, tap wannaPay wallet settings and enter your new PIN.
No worries – we’ll be in touch with the next steps.
For full details, please refer to the Terms and Conditions of wannaPay Virtual Prepaid Card.
1. FPX
2. wannaPay ewallet
RM10,000 at any one time.
Your wannaPay Virtual Prepaid Card can only hold a maximum of RM10,000 at any one time.
Before you try again, please check if:
- 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 call our Customer Service Hotline @ +60 3-9212 3388 and we’ll take a look.
If you enter the PIN for your wannaPay Virtual Prepaid Card incorrectly three times in a row, your card will be temporarily blocked to keep it secure.
1. Go to “Wallet” tab > Click on “Setting” > Forgot my transaction PIN
2. Upon login. Click reset pin.
We’re sad to see you go… Please call our Customer Service Hotline @ +60 3-9212 3388 so we can help you cancel your account.
Here are some common reasons:
- You’ve entered the wrong PIN
- You haven’t got enough money in your account
- Your card is frozen
Before you do anything else, please freeze your card in-app to keep your money safe.
- Some merchants have a different trading name from their brand name so you might not recognise the transaction at first. You can check this by running a Google search.
- Please check with your friends and family to see if they’ve made this payment.
- If you’ve been charged for a purchase you’ve not made, contact the merchant to find out what you’ve been charged for.
If you’re sure you’ve not made this payment, call our Customer Service Hotline @ +60 3-9212 3388 so we can investigate it.
You’re only allowed 1 virtual card at any given time.
As long as there’s enough balance on your account, you can use it.
You can use your virtual card anywhere that accepts Unionpay QR and doesn’t require the presence of your physical card: online shopping, food delivery apps, and any digital purchases in general.
There are plenty of benefits being a wannaP2P merchant! For details, please refer here.
As long as you meet our seller’s criteria listed on Merchant Terms & Conditions, count yourself in!
You may start your own wannaP2P store immediately by following the simple steps below:
Step 1: Download wanna App
Step 2: Register an account
Step 3: Go to P2P store
Step 4: Click “Be a Seller” and provide all required information.
Step 5: After you are done with providing all information, you will just need to wait for the verification to be done and TAO will send you a notification on the status.
Kindly refer to the Merchant Terms & Conditions for detail.
You may reach out to your assigned Relationship Manager or dial our Merchant Helpdesk @ +60 3-9212 3388, and our customer experience team may pick up from there!
For wannaP2P merchant, 5% MDR fee will be collected upon each successful transaction performed.
For retail and online merchant that interested to accept wannaPay, kindly contact our Merchant Helpdesk @ +60 3-9212 3388, and our customer experience team may pick up from there!
Settlement is a report that records your daily store performances!
For wannaP2P merchant you will receive your payment on D+2
*D: Acknowledgement received goods by buyer Kindly refer to wannaP2P Fee Structure for more details.
For other merchants, payment will be disburse as per signed agreement.
You may reach out to your assigned Relationship Manager or call our Merchant Helpdesk @ +60 3-9212 3388, and our customer experience team may pick up from there!
Make sure your terminal battery is above 30%, try to restart the terminal. If problem still persists, please reach out to our Customer Service Hotline@+60 3-9212 3388, and our customer experience team may pick up from there!
Kindly call our Merchant Helpdesk @ +60 3-9212 3388, and our team may pick up from there!
Kindly restart the terminal and make sure battery level is above 30% and try to regenerate the QR code.
If issue still persist, please call our Merchant Helpdesk @ +60 3-9212 3388, and our team may pick up from there!
You may display the POSM at your payment area where it can be easily seen by your customer.
Kindly reach out to our Merchant Helpdesk @ +60 3-9212 3388, and our customer experience team may pick up from there!
Kindly reach out to our Merchant Helpdesk @ +60 3-9212 3388, and our customer experience team may pick up from there!
We will provide POSM to you during the deployment of terminal. POSM installations can be done by you at your outlet.
For unsuccessful transactions without deduction of customer’s wallet, merchants are not required to perform void.
For unsuccessful transaction and money is deducted from customer’s wallet, please call out Merchant Helpdesk @ +60 3-9212 3388, and our customer experience team may pick up from there!
If there are receipt printed out from terminal, please proceed to release the goods.
If there are no receipt printed out from the terminal, please call our Merchant Helpdesk @ +60 3-9212 3388 to confirm the transaction status before releasing the goods.
You may check your transaction status in your wallet transaction history.
For in store transaction, you may request the transaction slip from merchant.
You may reach out to your assigned Relationship Manager or dial our Merchant Helpdesk @ +60 3-9212 3388, and our customer experience team may pick up from there!
For wannaP2P merchant, kindly refer to wannaP2P Seller & Service Agreement, wannaP2P Marketplace Terms & Conditions and wannaP2P Fee Structure.
For other merchants, payment will be disburse as per signed agreement.
Yes, the settlement report is viewable and downloadable at wanna’s Seller Portal.
There will be a dashboard to measure all your store performance within the wanna’s Seller Portal.
You may log on to your wanna Seller Portal via www.wanna.com.my and click on the Seller Console Login button.
The Terms & Conditions and Agreement is available in our website and can be found in under this page.
Static (print out) QR is not available for wannaPay acceptance. Dynamic QR will be available in payment terminal.
For all retail store, we only support dynamic QR that is generated via terminal.
For P2P and online merchant, terminal is not required.
There is no limit of transaction for wannaP2P merchants.
Yes, kindly refer to the Merchant Terms & Conditions for detail.
Please ensure you have keyed in the accurate registered seller’s phone number, and check your OTP in wanna app.
You may log on to your wanna Seller Portal via www.wanna.com.my and click on the Seller Console Login button.