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  Friday, 25 April 2014 
PayBillsMalaysia.com
 
Frequently Asked Questions
 

To print a copy of the Frequently Asked Questions, click print


We hope you can find answers to your questions below. For your convenience, the questions are grouped by categories. If you still have questions, you could contact us through our Online Feedback Form or call our help line at 1-300-88-7246.


General
 
  1. What are the benefits of using PayBillsMalaysia.com? 
  2. How do I register for this service? 
  3. How do I subscribe to my biller? 
  4. How do I change my password or update my personal information? 
  5. I have forgotten my password and/or PayBillsMalaysia Username. How do I retrieve them? 
  6. How does the service work? 
  7. How much will it cost me? 
  8. Who can register for this service? 
  9. How is this service different from online banking? 
  10. What if I encounter difficulties while using PayBillsMalaysia.com? 
  11. What if I'm traveling and do not have access to my computer at home/office? 
  12. How do I keep track of billers that I am subscribed to? 
  13. How do I unsubscribe from the billers that I am subscribed to? 

  14.  
Bills
 
  1. Which bills can I pay? 
  2. How do I view my bills? 
  3. Can I see my actual bills online? Can I print my bills? 
  4. What if I have a dispute with a biller or with a specific charge on a statement? 
  5. How soon can I view my bill after subscribing? 
  6. I have received the hardcopy of my KWB bill but the bill is not available in PayBillsMalaysia. Why? 

  7.  
Making Payments
 
  1. How do I pay my bills? 
  2. When can I make a payment after subscribing to the biller(s)? 
  3. How does PayBillsMalaysia.com actually pay my bills? 
  4. How long does it take for a bill to be paid? 
  5. Will I be able to view and print my past payments? 
  6. Why is my online payment not reflected in my latest bill? 
  7. Why is my offline payment at the post office or biller counter still displayed as outstanding in my PayBillsMalaysia account? 
  8. Can I make multiple Bill payments? 
  9. Can I pay other people's bills? How? 
  10. How do I make payments via my Internet bank account? 
  11. The bank pop-up window did not appear. Why & what do I do? 
  12. What should I do if I did not complete the payment process at Bank's window? 
  13. I have difficulty with my Internet Banking. What do I do? 
  14. I did not receive the Security Code SMS for my Internet Banking transactions. What do I do? 
  15. Can I make advance / excess payments? 
  16. How do I make a payment using a credit card? 
  17. What is Open Payment? 
  18. There is a Double deduction in my Bank Account / Credit Card Statement. What should I do? 
  19. My payment using Credit Card is unsuccessful with the reason that "You have reached the maximum amount payable to this payee corporation." What is this? 
  20. Can I pay overdue Bills? 

  21.  
Security Issues
 
  1. How secure is PayBillsMalaysia? 
  2. What is the PayBillsMalaysia Privacy Policy? 
  3. Who can access my account and view my account details? 
 
Answers
 
General
 
G1. What are the benefits of using PayBillsMalaysia.com?[ top ]

PayBillsMalaysia.com will introduce you to a whole new world of convenience. Some of the many benefits include: 
  • Receiving your bills online
  • A consolidated view of all your unpaid bills in one place.
  • The ability to make multiple payments for yourself and for other people using different internet banking accounts.
  • No more hassles associated with traditional bill paying - searching for a car park, queuing up, etc.

G2. How do I register for this service? [ top ]

  • Click "Free Sign Up". Read and accept the terms and conditions.
  • Complete the online Sign Up Form and submit it.

G3. How do I subscribe to my biller? [ top ]

  • Login at the website with your registered Username and Password.
  • Click on All Billers under Manage Subscription.
  • Select and subscribe from the List of Billers.
  • Enter the required information eg your Consumer Number or Consumer Name as stated in your bill (you can subscribe to multiple bills).

G4. How do I change my password or update my personal information? [ top ]

  • Log into your PayBillsMalaysia.com account.
  • Go to "My Profile".
  • Select "Change Password" if you want to change password. Your new password will be effective immediately. (SarawakNet users cannot change the password here)
  • To change your personal information (e.g. new email address, new telephone number), please select "Personal Profile"

G5. I have forgotten my password and/or PayBillsMalaysia Username. How do I retrieve them? [ top ]

  • Click on the "Forget password?" link from the main page. You will be directed to our "PayBillsMalaysia Password Request Form" page. Select the relevant option and enter the required information to retrieve your password or username. If you have forgotten both, please retrieve your username first and then your password.

G6. How does the service work? [ top ]

  • PayBillsMalaysia.com acts as an intermediary between you, your bank and your billers.

G7. How much will it cost me? [ top ]

  • There will be a RM0.50 charge for Yayasan Sarawak & PSC Study Loan otherwise, this service is FREE OF CHARGE!

G8. Who can register for this service? [ top ]

  • Anybody above 18 years of age. Register with us now and start paying your bills through PayBillsMalaysia.com

G9. How is this service different from online banking? [ top ]

  • PayBillsMalaysia.com allows you to view your bill details before making a payment. This will reduce errors and corrections. You are able to pay a wide range of bills and be able to make payments using various banks and multiple credit cards.

G10. What if I encounter difficulties while using PayBillsMalaysia.com? [ top ]

  • We strive to make our service as user-friendly as possible.
  • You will be able to find help by referring to these FAQs page or clicking the i in some pages.
  • If your questions are still unanswered, you can
    • contact our CallCentre at 1-300-88-7246 or
    • use our Feedback Form.

G11. What if I'm traveling and do not have access to my computer at home/office? [ top ]

One of the outstanding features of PayBillsMalaysia.com is that it allows you to view & pay your bills no matter where you are. All you need is access to the Internet from anywhere in the world.

G12. How do I keep track of billers that I am subscribed to? [ top ]

  • You can view your subscribed billers in the "Active" page under the "Manage Subscription" menu.

G13. How do I unsubscribe from the billers that I am subscribed to? [ top ]

  • Go to the "Active" page under the "Manage Subscription" menu.
  • Check the box for the billers you wish to unsubscribe from
  • Click "Update".
 
Bills
 
B1. Which bills can I pay? [ top ]
  • You can pay the bills of any of the participating billers listed. Click here to view our list of billers and banks.

B2. How do I view my bills? [ top ]

  • Log into your account. You will be shown the summary of your subscribed bills.
  • To view your bill details, click on the "Biller Ref. No.".
  • NOTE : Kindly contact us if your bill does not appear online after 7 working days of receiving it in the normal mail (hand held bills).

B3. Can I see my actual bills online? Can I print my bills? [ top ]

  • There are some billers with Bill Presentment and some billers without Bill Presentment.
  • You will see a full digital representation of the details of your paper bill only for Biller with Bill Presentation.
  • The presentation may differ slightly. You can print out your bill by clicking on the "Print" button.

B4. What if I have a dispute with a biller or with a specific charge on a statement? [ top ]

  • Kindly contact the billing company / biller.

B5. How soon can I view my bill after subscribing? [ top ]

  • You should be able to view your bill within minutes to 3 working days (dependant on Billers) after you have subscribed to your biller.
  • If the biller has not yet provided your bill, no bill will be available for viewing.

B6. I have received the hardcopy of my KWB bill but the bill is not available in PayBillsMalaysia. Why? [ top ]

  • Kindly contact us if your bill does not appear online after 7 working days of receiving it.
  • Only KWB bills with actual readings (handheld thermal paper) will be available on our system. Estimated readings of KWB bills will not be provided on our system.
 
Making Payment
 
P1. How do I pay my bills? [ top ]
  • Log into PayBillsMalaysia.com
  • Select the bill you want to pay
  • Select the Payment Channel you want use and click Pay.
  • In the next screen you will be able to confirm / change the amount you want to pay
  • A Payment Acknowledgement Page will be given and you will need to finish the bank validation/authorisation process.

P2. When can I make a payment after subscribing to the biller(s)? [ top ]

  • For "Biller with Bill Presentment"
    • The system requires that an outstanding bill be displayed on the "Bill Payment" page before you can make payment.
    • You should be able to view your bill within minutes to 3 working days (dependant on Billers) after you have subscribed to your biller.
    • The bills will be provided to PayBillsMalaysia according to the billing cycle of the billers.

  • For "Biller without Bill Presentment"
    • Some billers like Telekom, Yayasan Sarawak do not provide bill information to PayBillsMalaysia, You can make your payment anytime after you have subscribed to the billers.

P3. How does PayBillsMalaysia.com actually pay my bills? [ top ]

  • PayBillsMalaysia.com acts as a mediator between you and your biller. Your instruction to "pay" will be routed to your bank who will either debit your designated payment account or conduct a funds transfer from your credit card account.
  • PayBillsMalaysia.com have contractual arrangement with the billers for settlement of the bills.

P4. How long does it take for a bill to be paid? [ top ]

  • This is subject to the availability of funds in your account. Your bill will only be paid when the bank has approved your payment. This will normally happen on the same day payment was made.

P5. Will I be able to view and print my past payments? [ top ]

  • You can view your past payments under the "Payment History" option after you have logged into your PayBillsMalaysia account. This page will display all successful and rejected payments.
  • Your payment records will be retained for a period of 12 months. You can print your history by clicking on the "Print" button.
  • An email will be send for all transactions done by user and this could also be a way for you to check your past payments.

P6. Why is my online payment not reflected in my latest bill? [ top ]

  • This happens when the biller had already processed your latest bill before the payment is updated in their system. Therefore, your payment will only be reflected in your next bill.
  • The update timing by different billers for successful payments varies and some billers may take up to 3 working days.

P7. Why is my offline payment at the post office or biller counter still displayed as outstanding in my PayBillsMalaysia account? [ top ]

  • PayBillsMalaysia's database is not connected to the biller's customer information system. Therefore, your payment will appear as outstanding in your PayBillsMalaysia's account.
  • Your payment will only be reflected the following month when the billers provide your new bill.
  • Please contact the respective biller's customer service for your latest balance.

P8. Can I make multiple Bill payments? [ top ]

Currently we allow up to 9 bills to be paid for certain Payment Channels.

P9. Can I pay other people's bills? How? [ top ]

  • Yes, you can pay bills for other people.
  • Subscribe to their bills by providing the consumer numbers and / or names (as per the bill statement) with the respective biller(s).
  • Once you have an outstanding bill, just select the bill you want to pay.

P10. How do I make payments via my Internet bank account? [ top ]

  • You must be a registered user of our participating Banks
  • Select the bill listed on the "Pay My Bills" page
  • Select your bank account from the Payment Channel drop down menu.
  • Click the "Pay" button. (You can edit the amount to pay on the next screen).
  • You will be redirected to bank's window whereby you will be required to login to your internet banking account. (Note: You need to log in separately for every transaction.)
  • Payment is complete when you have concluded the process at the bank's website and a message informing that payment has been processed is displayed.
  • NOTE:
    • Payment is not made if you either (a) do not login to bank's window OR (b) close the window half way through the payment process OR (c) do not complete the payment process at the bank's website.
    • You will get 2 emails from PayBillsMalaysia.com for all payment attempts
      • Payment Acknowlegement
      • Payment Confirmation : Approved, Rejected or Cancelled

P11. The bank pop-up window did not appear. Why & what do I do? [ top ]

  • The pop-up window may not have appear because of a setting in your Browsers (Internet Explorer, FireFox, Chrome, Safari etc) in the computer. Check the settings and ensure that you allow all pop-up windows and do not block it. Transactions that are not completed will be cancel on the next working day at noontime.

P12. What should I do if I did not complete the payment process at Bank's window? [ top ]

  • All Pending transaction will be updated by us by noontime on the next working day after we process a separate final report from the Bank.

P13. I have difficulty with my Internet Banking. What do I do? [ top ]

You would need to check direct with the Bank on the matter.

P14. I did not receive the Security Code SMS for my Internet Banking transactions. What do I do? [ top ]

The SMS is from the Bank and not PayBillsMalaysia. If you did not complete the payment process at Bank's window, the transaction will be Cancelled by noontime on the next working day. Thereafter, you could try payment again.

P15. Can I make advance / excess payments? [ top ]

  • This is subject to the biller's terms and conditions.
  • Payment must be made against either 'Current Charges' or 'Total Amount Due' or 'any amount exceeding Total Amount Due'.
  • By default the 'Amount to Pay' is the same as the amount due.

P16. How do I make a payment using a credit card? [ top ]

  • Currently only SESCo accepts Credit card payment.
  • We have partnered with Maybank2u.com to provide the credit card payment facility. You may use any credit card issued by a local bank in Malaysia, on the condition that the card is registered in your name.
  • NOTE:
    • You need not have to have a MayBank Account to be a MayBank2u.com's user.
    • You can sign up as a user for Bill Payment at www.maybank2u.com and add up to 4 Credit Cards issued by any bank in Malaysia. (further information, please check with MayBank at 1300886688)
    • You may only start using your credit card on PayBillsMalaysia once Maybank2u.com has approved your credit card registration.

P17. What is Open Payment? [ top ]

  • Open Payment is a function to allow user to pay for their bills without subscribing for it. User need to key-in the particulars each time they use Open Payment. This function is not available for all bills( eg Assement Bills need to be subscribed before user can pay)

P18. There is a Double deduction in my Bank Account / Credit Card Statement. What should I do? [ top ]

  • You may have done a double authorisation or payment for the bill.
  • Please inform us so that we could look into the matter :
    • contact our CallCentre at 1-300-88-7246 or
    • use our Feedback Form.

P19. My payment using Credit Card is unsuccessful with the reason that "You have reached the maximum amount payable to this payee corporation." What is this? [ top ]

  • For payment using Credit Card, there is a limit of RM1,500 or three transactions every 7 days per Credit Card.
  • Alternatively you may want to use another Credit Card.

P20. Can I pay overdue Bills? [ top ]

  • Different billers will have different guidelines on the matter. Majority of overdue bills can be paid at PayBillsMalaysia. For Assessment Bills, a new bill with sub-charge will be make available for the user to pay.
 
Security Issues
 
C1. How secure is PayBillsMalaysia? [ top ]
  • We take extensive measures to ensure that all transactions are secure and safeguarded. The PayBillsMalaysia site is secured using the 128-bit Secure Sockets Layer (SSL) protocol.

C2. What is the PayBillsMalaysia Privacy Policy?  [ top ]

C3. Who can access my account and view my account details? [ top ]

  • You or anyone with access to your PayBillsMalaysia username and PayBillsMalaysia password.
    Note : PayBillsMalaysia.com's Support or Call Centre would never ask for your password.

Last Reviewed: 2 February 2013
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