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Razer Pay Malaysia Support

Account

How do I sign up?
  1. Download the Razer Pay™ app (known as "Razer Pay™") from Apple's App Store or Google Play Store.
  2. Run the Razer Pay™ app and tap "Sign Up".
  3. Select "+60" and enter your mobile number and e-mail.
  4. Verify your mobile number by entering the OTP sent.
  5. Enter your Full Name, MyKad/Passport Number, Passport Expiry Date (if applicable), and Nationality.
  6. Set up your login password and Payment PIN, and your account is created.
How do I verify my profile?
  1. Under the "Me" tab, tap on "Verify your profile to access all features".
  2. Enter your Date of Birth, Residential Address, and Mailing Address.
  3. Upload a clear photo of your MyKad/Passport.
  4. We will require a few days to verify your details, you will receive a notification upon verification success/failure.
What features do I unlock by verifying my profile?
  • Increased wallet limit of RM1,500
  • Transfer of funds to and from other Razer Pay™ users (including Lucky Packets)
  • Cash out to bank accounts
How many accounts can I sign up for?
Per Razer Pay™ Terms of Service, each person shall only be eligible to register for one account per one valid MyKad/Passport. Duplicate accounts are not permitted and shall be terminated upon detection.
Can I sign up if I am not a resident of Singapore/Malaysia?
Yes, if you have a Singaporean/Malaysian mobile number and a valid passport.
Can I sign up with a non-Singaporean/Malaysian mobile number?
No, currently only Singaporean/Malaysian mobile numbers are allowed.
Is there an age limit to signing up?
You must be above the age of 16 to sign up.
How do I change my mobile number?
  1. Under the "Me" tab, tap on "Security", and then tap on "Change Mobile Number".
  2. Tap on "Change Mobile Number".
  3. Enter your new mobile number, and tap "Next".
  4. Enter your Payment PIN.
  5. Enter the OTP sent to your new mobile number.
Will my account be deactivated if I leave it idle?
Accounts that have not been logged into for the past 12 months will be frozen. You will need to contact our Customer Support to reactivate the account.
How do I close my Razer Pay™ account?
To close your account, please fill up the Account Closure Form and send it to us via the web form here.
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Top Up

Do I need a bank account to sign up?
No, a bank account is not required.
How do I top up my Razer Pay™ wallet?
Under the "Wallet" tab, tap on "Top Up". Enter the amount you wish to top up and select your top up method. You can top up your Razer Pay™ wallet using a Razer Pay PIN purchased from 7-Eleven, or your bank account, or your debit card.
Can I top up my Razer Pay™ wallet using my credit card?
No, you cannot top up your Razer Pay™ wallet using your credit card, as Razer Pay™ allows cash out to bank accounts.
Can I top up my  Razer Pay™ wallet using my 16-digit prepaid card?
No. 
Can I link my debit/credit card to my Razer Pay™ account?
Yes, tap on "Pocket" before selecting "Bank Card". Tap on "Add Card" to link your debit/credit card to your Razer Pay™ account.
How do I ensure that my debit/credit card can be used?
We will deduct RM1.01 from your debit/credit card once you have linked the card to your account. If the deduction is successful, we will refund the charge of RM1.01 back to you in 3 business days.
I have topped up my Razer Pay™ wallet. How long will it take before my funds are available for use?
Your funds will be available for use immediately.
What is the maximum Razer Pay™ wallet balance?
The maximum Razer Pay™ wallet balance is RM500 for unverified accounts, and RM1,500 for verified accounts.
Is there a minimum balance I need to maintain in my Razer Pay™ wallet?
No.
Does Razer Pay™ offer any credit plans?
No.
Can I top up, transfer or receive funds in different currencies?
No, you will only be able to transact in Malaysian Ringgit for your Malaysian number registered account.
What is the difference between Wallet and Pocket?
Wallet deals with cash (i.e. payments and transfers), whereas pocket acts like a storage (i.e. debit/credit cards and coupons).
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Payment

Can I combine multiple orders at multiple merchants into a single payment?
No.
Can I split a single payment between multiple payment methods?
No, you will not be able to split a single payment between multiple payment methods e.g. half of the payment via Razer Pay™ wallet and the other half via credit card/cash.
Is there a maximum limit per payment?
Yes, the maximum payment amount is the same as your wallet balance limit i.e. RM500 for unverified accounts, and RM1,500 for verified accounts.
What currency can I pay in?
By default, as a Malaysian Razer Pay™ user, all prices and shipping costs will be quoted in Malaysian Ringgit. Payments therefore will also be in Malaysian Ringgit.
How do I pay using my wallet?
  1. If the merchant has a Razer Pay™ QR code, you can scan the QR code to effect payment via the "Scan" function.
  2. If the merchant has a POS terminal, the merchant can also scan your QR code via the "Pay" function.
  3. If the merchant is an in-app merchant, such as a game credits operator, you will be able to order and pay solely within the app through one of our mini-applications.
I can't pay using my wallet. What should I do?
Please check the following:
 
  1. You have a good network connection.
  2. You have sufficient funds in your wallet. Don't forget to top up before spending!
  3. You had correctly entered your Payment PIN.
  4. You had not exceeded the annual transaction limit of RM50,000. You would have received a notification when you reached an annual transaction amount of RM40,000. If you are unsure, you may check with Customer Support.
Can I scan a non-Razer Pay™ QR code to pay?
No, the Razer Pay™ app will not be able to identify invalid QR codes.
Can I use my camera to scan a QR code to pay?
No, you can only use the Razer Pay™ app "Scan" function on the Home Screen to scan the merchant’s QR code to pay.
Can I still use the QR code to pay if there is no internet connection?  
No, an active internet connection is required to use Razer Pay™.
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Transfer

How do I transfer funds?
Tap the "Transfer" mini-application. Select your friend from the "To My Phone Contacts" list, or search for your friend’s number using the "To Razer Pay™ Account" function. Enter the amount you wish to transfer before tapping "Confirm".

You may also transfer funds to your friends through the "Friends" tab. Within the chat window with your friend, tap the "[+] icon" and tap "Transfer". Enter the amount you wish to transfer before tapping "Confirm".

You may also transfer funds using the "Scan" function. Scan the receiving party’s QR code in "Collect". Enter the amount you wish to transfer before tapping "Confirm".
I can't transfer funds. What should I do?
Please check the following:
 
  1. You have a good network connection.
  2. You have sufficient funds in your wallet.
  3. You had correctly entered your Payment PIN.
  4. You had not exceeded the annual transaction limit of RM50,000. You would have received a notification when you reached an annual transaction amount of RM40,000. If you are unsure, you may check with Customer Support.
I can’t receive funds from my friend. What should I do?
Please check the following:
 
  1. Your friend had successfully made the transfer.
  2. You have a good network connection.
  3. You had not exceeded the annual transaction limit of RM50,000, you would have received a notification when you reached an annual transaction amount of RM40,000. If you are unsure, you may check with Customer Support.
Can I transfer funds to a non-Razer Pay™ user?
No, your friend will need to sign up for a Razer Pay™ account to receive a fund transfer from a Razer Pay™ account.
Can I transfer funds to a Razer Pay™ user who is not in my friend list?
Yes.
Can I transfer funds overseas?
No, Razer Pay™ does not support cross-border remittances at the moment.
Is there a maximum limit per transfer?
Yes, the maximum transfer amount is the same as your wallet balance limit i.e. RM500 for unverified accounts, and RM1,500 for verified accounts.
Is there a maximum number of transfers a day?
No.
I have made a transfer. How long will it take before the funds reach my friend?
Transfers between two Razer Pay™ accounts are near-instant.
Can I recall a transfer?
No, you cannot recall a transfer once you have confirmed the transaction.
What can I do if I transferred funds to the wrong Razer Pay™ account?
Razer Pay™ will not be able to reverse your transfer. You will need to speak to the recipient and request that they transfer back your funds.
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Lucky Packet

How do I send a Lucky Packet?
Under the "Friends" tab, you can send a Lucky Packet to any of your Razer Pay™ Friends, and there are two ways to do so:
  1. You can initiate a chat with someone and tap the "[+] icon" at the bottom. You will see "Lucky Packet" as an option.
  2. In your Razer Pay Friends list, select the friend you wish to send a Lucky Packet to. Tap the "[Lucky Packet]" icon to send a Lucky Packet to that friend.
I can’t send a Lucky Packet. What should I do?
Please check the following:
 
  1. You have a good network connection.
  2. You have sufficient funds in your wallet.
  3. You had correctly entered your Payment PIN.
  4. You had not exceeded the annual transaction limit of RM50,000. You would have received a notification when you reached an annual transaction amount of RM40,000. If you are unsure, you may check with Customer Support.
How do I receive a Lucky Packet?
Tap the Lucky Packet message from your friend. Tap "Open" to reveal the amount you have received! The funds within the Lucky Packet will automatically be added to your wallet.
I can’t receive a Lucky Packet from my friend. What should I do?
Please check the following:
 
  1. Your friend had successfully sent the Lucky Packet.
  2. You have a good network connection.
  3. You had not exceeded the annual transaction limit of RM50,000, you would have received a notification when you reached an annual transaction amount of RM40,000. If you are unsure, you may check with Customer Support.
Can I send a Lucky Packet to a non-Razer Pay™ user?
No, your friend will need to sign up for a Razer Pay™ account to receive a Lucky Packet from a Razer Pay™ account.
Can I transfer funds to a Razer Pay™ user who is not in my friend list?
No.
Is there a maximum limit per Lucky Packet?
Yes, the maximum Lucky Packet amount is the same as your wallet balance limit i.e. RM500 for unverified accounts, and RM1,500 for verified accounts.
What happens when my friend does not open the Lucky Packet that I have sent?
After 24 hours, if the recipient has not opened the Lucky Packet, the Lucky Packet will become invalid and the funds returned to your wallet.
Can I recall a Lucky Packet?
No, you cannot recall a Lucky Packet once you have confirmed the transaction.
What can I do if I sent a Lucky Packet to the wrong person?
Razer Pay™ will not be able to reverse your transfer. You will need to speak to the recipient and request that they transfer back your funds.
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Cash Out

How do I cash out to my bank account?
Under the "Wallet" tab, tap on "Cash Out". Add a bank account by selecting the bank, and then entering your Bank Account Number, Bank Account Holder Name and Email Address. Enter the amount you wish to cash out and tap "Confirm".
Why did my cash out to my bank account fail?
You may have entered an invalid bank account number. On your next cash out attempt, please check that the receiving bank account number and details are correct. If you have further trouble cashing out to your bank account, please contact our Customer Support to resolve your issue.
Is there a limit for cashing out to a bank account?
Yes, the maximum cash out amount is RM50 per transaction. However, there is no limit on the number of times you can cash out to a bank account.
I have made a cash out. How long will it take before the funds reach my bank account?
Razer Pay™ will credit your bank account within 3 business days after you have executed the cash out.
Can I cancel a cash out to my bank account?
No, you cannot cancel the cash out once you have confirmed the transaction.
What can I do if I cashed out to a wrong bank account?
Razer Pay™ will not be able to reverse your transfer. You will need to speak to the recipient and request that they return your funds.
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Transaction History

How do I check my transaction history?
Tap the "Transactions" mini-application to check your transaction history.
How long is my transaction history stored for?
Your transaction history will be stored for up to 6 months.
I don't recognise a charge in my transaction history. What should I do?
If you do not recognize a charge, please contact our Customer Support immediately to verify the transaction.
The wrong amount was deducted from my wallet. What should I do?
Please note that Razer Pay™ will only charge the user the value of the transaction contained in the order confirmation page, and no extra money will be deducted. Please contact our Customer Support immediately to resolve your issue.
My wallet balance is incorrect after paying. What should I do?
Please check your transaction history for any recent purchases that match the missing amount. If this does not resolve your issue, please contact our Customer Support immediately to resolve your issue.
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Game/Mobile Credits

How do I purchase Razer Gold through Razer Pay™?
Tap the "Razer Gold" mini-application. Enter your Razer Gold ID, select the game credits amount you want, and tap "Confirm". You will be prompted to pay. Upon payment completion, your Razer Gold wallet will be updated.
How long will it take before my Razer Gold credits are available for use?
Razer Pay™ will facilitate your Razer Gold top-up near-instantly.
What other game credits can I purchase via Razer Pay™?
Just like with Razer Gold, you can purchase a number of other game credits via the "Game Credits" mini-application. We support game credits such as Razer PIN, Steam Wallet Code, @Cash, Sony PlayStation Money, Blizzard PIN SEA, Tencent QQ Coin, and more.
I have topped up my game credits wallet via Razer Pay™, but I still can't use my virtual credits. What should I do?
If you see that your virtual credit wallet has been topped up but are unable to use your virtual credits, please reach out to the relevant virtual credit wallet operator to resolve the issue.
How do I top up my prepaid mobile number through Razer Pay™?
Tap the "Mobile Top-Up" mini-application Select your telco provider and your prepaid mobile product. Enter your mobile number, select the top-up amount you want, and tap "Confirm". You will be prompted to pay. Upon payment completion, your prepaid mobile number will be credited.
Which telcos can I top up via Razer Pay™?
We currently support Maxis Hotlink, Digi, Celcom Xpax, uMobile, and more.
Is there a limit for topping up my prepaid mobile number?
Yes, you cannot top up the same amount to the same telco twice within intervals of 30 minutes or less.
How long will it take before my prepaid mobile number credits are available for use?
Razer Pay™ will facilitate your telco top-up near-instantly.
I have topped up my prepaid mobile number via Razer Pay™, but I still can't make any calls/send texts. What should I do?
If you see that your prepaid mobile number has been topped up but are unable to make any calls/send texts/access the mobile networks, please reach out to the relevant telco to resolve the issue.
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Coupons

Where can I find coupons?
Tap the "Coupons" mini-application. This will bring you to our Coupon Hub, where you can select and claim coupons for later use. You can find all your claimed coupons in your "Pocket" on the Razer Pay™ Home tab.
When can I start using the coupons?
You can use the coupons once they appear in the "Coupons" mini-application and you have successfully claimed them into your "Pocket".
Can I store my coupons before using them?
Yes, you can. Tap the "Coupons" mini-application. Select a coupon you would like to store and tap "Claim". You will now be able to find the coupon in your "Pocket" on the Razer Pay™ Home tab.
How do I use my coupons?
On the payment details page, select the coupon you wish to use prior to payment. Once selected, tap "Pay" and your coupon will be consumed. Please note that coupons not applicable to the purchase will not show up.
How do I use my coupons when I pay via QR codes?
Tap the relevant coupon under "Pocket", then tap on "Pay". Reveal your Payment Code by entering your Payment PIN. Merchant scans your Payment Code and payment is paid.
I can't use my coupons, what should I do?
There may be a number of reasons as to why a coupon cannot be used. Most commonly:
  1. The coupon does not match your order. For example, you will not be able to use one merchant's coupon at another merchant. Do check that you are applying the right coupon to your order.
  2. The coupon you wish to use has expired.
  3. 3. You have not met the minimum spending requirements. For example, a RM2 off for a purchase of RM10 or more means that you will only receive a RM2 discount when your order value is RM10 or more.

If the coupon is fully valid, but you are having trouble redeeming benefits, please contact our Customer Support to resolve your issue.
Can I redeem multiple coupons for a single payment?
No, you will only be able to redeem one coupon per payment.
Will my coupons expire?
Yes, all coupons expire. To check the expiry date for a stored coupon, tap "Pocket" and select the coupon to view its validity period, usage instructions, applicable stores, and terms and conditions.
Can I send coupons to my friends?
No, coupons are for your consumption only.
Where do I find my coupon history?
You can find the coupons you have claimed in your "Pocket". Expired or used coupons will appear under "Invalid Coupons".
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Security

How secure is Razer Pay™?
Your personal and financial information is secured and encrypted. Your Razer Pay™ account is kept secure with OTP. Razer Pay™ does not store any of your personal banking credentials, such as your online banking accounts or passwords.
How long does it take before each OTP expires?
Each OTP will expire after 3 minutes. If the OTP expires before you enter it, you will need to request for a new OTP. If you request for (and receive) a new OTP before the expiry period, the previously requested OTP will become invalid.
What should I do if I didn't receive an OTP?
You should receive your OTP within seconds. If you had not received one:
 
  1. Tap "Resend OTP" to request for a new OTP.
  2. If resending does not work, check if your mobile network operator is currently down.
My account has been suspended. How do I reactivate my account? 
Please send the following details to us via the web form here:
  • Your registered mobile number
  • Your registered email address
I lost my login password. How do I retrieve it?
You can retrieve your login password using mobile OTP. At the login page, enter your mobile number under Account, and tap on "Forget password?" Tap "Yes" and enter the OTP sent to your mobile.
If you are logged in and would like to change your password, you can do so under the "Me" tab. Tap "Security", then tap "Change Login Password".
I lost my Payment PIN. How do I retrieve it?
  1. In the "Me" tab, tap "Security", then tap "Change Payment PIN".
  2. Confirm that your registered mobile number is able to receive text messages by tapping "Yes".
  3. Enter the OTP sent to your registered mobile number.
  4. Enter your new 6-digit Payment PIN twice.
  5. Your new Payment PIN has been set.
Does Razer Pay™ have any type of Buyer Protection or escrow services?
No.
How do I report suspicious or fraudulent activity surrounding my Razer Pay™ account?
If you have experienced suspicious or fraudulent activity surrounding your Razer Pay™ account, including transactions you are not aware of, please contact our Customer Support team immediately.
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Privacy

Does Razer have a Privacy Policy notice?
Yes, Razer has a Privacy Policy notice which is available in electronic format online at https://www.razer.com/legal/razer-pay-my-privacy-policy.
How does Razer use my personal information?
Razer collects, uses, and/or processes your personal information for a number of reasons such as verifying your identity, preventing, detecting, or prosecuting cases of fraud, communicating with you including responding to your queries and/or complaints to resolving disputes and notifying you about important changes and developments with our products and/or services.

You may opt to limit the use of your personal information by contacting Customer Support however be aware that not disclosing personal information may also limit the services that we can offer.
Will Razer contact me via SMS?
Razer will not contact you via SMS except to send you your One-Time Password (OTP).
How does Razer safeguard my personal information?
Razer protects your Personal Information against unauthorized access, use or disclosure. Razer keeps, protects and processes your personal information in a secure manner by maintaining physical, electronic and procedural safeguards, in compliance with applicable regulations.

We ensure that access of Razer employees to the personal information which you have provided to us is limited to authorised employees who are trained in handling your information. These authorised personnel are required to ensure the confidentiality of your information and to respect your privacy at all times.

For more information, you may refer to our Privacy Policy.
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Promotions

 

Referral Promotion

 

Can I refer friends from overseas?
Currently, referrals only work within the same country.
Do both the referrer and the referee receive the referral reward?
Only the referrer gets the referral reward.
What are the ways to refer a friend?
There are two ways to refer your friends:
  1. Share a referral QR code via your preferred messenger service.
  2. Share a numerical referral code via your preferred messenger service.
If I accept a referral via QR code, do I still have to reference my friend who referred me?
No, just download the app and sign up. Your friend will automatically get rewarded.
If I accept a referral via digital invite code, do I still have to reference my friend who referred me?
Yes, after downloading and signing up for Razer Pay, navigate to the Referral mini-app and tap “Enter Friend’s Referral Code” at the bottom of the screen.
When does my friend receive the referral award?
The referrer will receive a referral reward credited to the referrer’s Razer Pay account once the Referred user has successfully signed up for a new Razer Pay account.
Does the referral award always remain the same?
The referral award will change periodically.
Is there a reward for referring the most amount of friends to Razer Pay?
From time to time we will give out rewards for the most referrals in a specific timeframe. Do look out for our notifications for details.
I referred my friend but don’t see my reward. Why is that?
You will receive a referral reward credited to your Razer Pay account once your referred friend has successfully signed up for a new Razer Pay account. Do check back with your friend personally to make sure they have signed up. If necessary, resend them your referral QR or numeric referral code.

 

RAZER PAY x Cosway Promotion RM10 OFF, Min Spend RM35 (June 1st till July 31st 2019)

 

What is the duration of this campaign?
The campaign runs from June 1st till July 31st 2019.

What coupons are part of this campaign?

RM10 OFF with Min Spend RM35 in Cosway Stores.

When can I start using the coupons?

You can use the coupons as soon as they appear in the Coupon Hub and you successfully claim them into your “Pocket”

Do the coupons expire?

Yes, they will expire on July 31st 2019 at 11.59pm, MY time.

Who can participate in this campaign?

All Razer Pay users with an active Razer Pay account are welcome to participate.

Can I use the coupons outside of Cosway?

No, this is an exclusive promotion with Cosway.

Can I have more than 1 Cosway coupon in my Pocket at the same time?

Yes, you can have total of 5 coupons during the campaign but limited to 1 coupon per transaction.

Can I use multiple coupons in one transaction after fulfilling the minimum purchase?

No, only 1 coupon per transaction can be used.

Can the coupons be used for all products available in Cosway?

Yes, as long as the minimum purchase amount (if applicable) is met and Razer Pay is used.

I can’t see the coupons in the Coupon Hub when I try to claim them. When can I try again?

A limited amount of coupons will be available in the Coupon Hub during the campaign period, once the coupons are all claimed, they will no longer be available.

Do I have to spend a minimum amount to be able to use the coupons?

Yes. There's a minimum purchase of RM35 in order to entitled for RM10 OFF.

Can I use the coupon together with other Cosway promotional voucher?

No, only one type of coupon per transaction is allowed.

Can I combine the coupons with cash/ credit card/ debit card/ Cosway Gift Card (CGC GSC) for my transaction?

The coupons can only be used together with Razer Pay funds for transactions

 

RAZER PAY x Starbucks Coffee 30% OFF, Capped at RM10 PROMOTION (Every Monday from May 27th till August 26th 2019)

 

What is the duration of this campaign?
The campaign runs every Monday (00:01 am to 11:59 pm) from May 27th till August 26th 2019.
What coupons are part of this campaign?
30% discount, maximum discount up to RM10.
When can I start using the coupons?
You can use the coupons as soon as they appear in the Coupon Hub and you successfully claim them into your “Pocket”.
Do the coupons expire?
Yes they will expire on every Monday at 11.59pm, MY time.
Who can participate in this campaign?
All Razer Pay users with an active Razer Pay account are welcome to participate.
Can I use the coupons outside of Starbucks Coffee?
No, this is an exclusive promotion with Starbucks Coffee.
Can I use more than 1 coupon during the campaign?
No, you can only get a total of 1 coupon from the campaign and each coupon is limited to 1 coupon per transaction.
Can I use multiple coupons in one transaction?
No, only 1 coupon per transaction can be used.
Can the coupons be used for all products available in Starbucks Coffee?
Yes, it's applicable to all items in Starbucks Coffee outlets.
I can’t see the coupons in the Coupon Hub when I try to claim them. When can I try again?
A limited amount of coupons will appear in the Coupon Hub. Once the coupons are all claimed, they will no longer appear within the Coupon Hub. The coupon will also not appear after you have claimed the maximum number of coupons allowed during the campaign period.
Do I have to spend a minimum amount to be able to use the coupons?
No, there's no minimum spend amount required. However, there's a maximum discount up to RM10.
Can I combine the coupons with cash for my transaction?
The coupons can only be used together with Razer Pay funds for transactions.
What happens if i reached the maximum discount?
You will have to pay for the remaining amount with Razer Pay Fund (Example: Bill amount is RM 50. You will have to pay RM40 as the maximum capping for the 30% discount is at RM10).
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