Cash Agent Frequently Asked Questions

  1. What is Cash-In Service?

    • Cash-In Service is an alternative way to deposit money into the Customer’s e-wallet Account. Through an Instapay Cash Agent, the customer can exchange cash for electronic money in the Customer’s E-wallet Account.

  2. Who is an Instapay Cash Agent?

    • Instapay Cash-In Cash-Out Agent is an individual / business registered with Instapay and is authorized to provide cash-in and cash-out services.

  3. Where can I perform Cash-In transactions?

    • You may perform Cash-In transactions at any participating individual / merchants registered with Instapay Technologies.

  4. How do I know if the individual / business participates in Cash-In Services?

    • You may refer to Instapay’s news feeds and promotional advertisements via the website, in app notification, SMS or social media.

      You may also refer to Instapay’s List of Cash Agents on the website which is updated from time to time.

  5. In which currency can I transact?

    • You will only be allowed to perform Cash-In transactions in Ringgit Malaysia (MYR).

  6. Are the transactions real-time?

    • Yes, Cash-In transactions are real time.

  7. Is there a fee for Cash-In Services?

    • A fee of RM2.00 will be charged for each transaction.

  8. Is there a minimum reload transaction amount?

    • No, there is no minimum reload amount

  9. What is the minimum Card balance for me to be entitled to perform a Cash-In transactions?

    • There is no minimum Card balance required, however, you need to have sufficient balance to meet the total transaction amount.

  10. How will I know if the transaction is completed?

    • You will be able to view the reloaded amount in your digital passbook.

  11. What should I do if there is a disputed transaction?

    • Disputed scenarios can be as following:

      Cash deposit at agent premises not reflecting in your e- wallet Account

      Cash deposit at agent premises differs from what is credited in your account

      You should call Instapay call contact center and provide the transaction details/ date and the transaction receipt for the team to investigate.

      Call Centre Number: 1300-13-5678 / 03 2786 5301;

      Email Address: connect@instapaytech.com

  12. How do I make a complaint?

    • If you wish to lodge any complaints, please contact our representatives or write to us at:

      Instapay Technologies Sdn Bhd,

      26-6, Q Sentral Jalan Stesen Sentral 2,

      KL Sentral, 50470 Kuala Lumpur, Malaysia.

      Information Details
      Name of the unit that handles complaints Customer Service Instapay
      Address of complaints unit 26-6 Q Sentral 2,
      KL Sentral
      50470 Kuala Lumpur, Malaysia
      Phone number of complaints unit 1300-13-5678
      Additional phone number to lodge complaints +603 2786 5301
      Email address of complaints unit connect@Instapaytech.com

      If our reply to your query or complaint is not satisfactory to you, you may contact Bank Negara Malaysia LINK or TELELINK at:

      Address: Block D, Bank Negara Malaysia,

      Jalan Dato’Onn, 50480 Kuala Lumpur.

      Tel: 1 300 885 465 Fax: +603-2174 1515

      Email: bnmtelelink@bnm.gov.my

      If our resolution to your query or complaint is not satisfactory to you, you may also refer your complaint to the Ombudsman for Financial Services (664393P).

      ADDRESS:

      Ombudsman for Financial Services (664393P)

      Level 14, Menara Takaful Malaysia

      No 4, Jalan Sultan Sulaiman

      50000 Kuala Lumpur

      PHONE: +603-2272 2811

      FAX: +603-2272 1577

      EMAIL: enquiry@ofs.org.my