FAQ – e-pay


Who is e-pay?

Greetings! We’re Malaysia’s largest prepaid top-up and bill collection network, recognised under the emblem of our iconic purple logo. What do we offer? Let’s just say we’re here for all your bill payment and top-up needs, both online and offline.


What is e-pay Online?

At e-pay Online, all the bill payment service and prepaid top-ups you need (mobile, e-Wallet, online games, you name it!) are readily accessible at anywhere and anytime. It’s definitely so easy (and not forgetting, convenient) with e-pay.


How can I start paying bills or buying top-ups on e-pay Online?

First off, go to www.e-pay.com.my/register and sign up for an account. Don’t forget to verify your account, though. Once that’s done, you can start getting your prepaid top-ups or pay your bills with e-pay.


Can I request for a refund if I purchased a top-up wrongly?

Sorry, we will not refund any wrongly purchased prepaid top-up. All purchases are strictly non-exchangeable and non-refundable. To be safe, please make sure that you choose the correct product before proceeding with payment.


I’d like to know more about the Loyalty Programme. What’s this about?

Our Loyalty Programme allows you to earn points from partners when you purchase top-ups or make bill payments on e-pay Online.  Our partners include AirAsia BIG Loyalty and Sunway Pals, therefore you can earn respective reward points when you purchase online from us.


How do I earn loyalty points?

You’ll receive the loyalty points once you receive a Payment Successful notice. At the right side corner, you’ll be able to view a list of Loyalty Partners. Then, choose your preferred option and make sure that the correct membership number is inserted.


How many points can I collect?

For bill payment, you can earn 2 BIG Points OR 10 Sunway Pals points per transaction.

For other product categories, you can earn 1 BIG Points for every RM5 spent OR 1 Sunway Pals points for every RM1 spent.


Can I collect points for previous transactions/purchases?

No, you won’t be able to collect points from the previous transactions/purchases because the reward system is implemented automatically. We can’t submit it manually.


How long does it take for the points to be reflected to my AirAsia BIG or Sunway Pals account?

It’ll take less than two (2) months for the points to be reflected in your AirAsia BIG or Sunway Pals account. Don’t hesitate to contact our respective loyalty partners for more information.


Then, how can I collect Bonuslink points?

Go to www.e-pay.com.my/partner/bonuslink, register for an account, and make your e-pay purchases via the Bonuslink portal in order to collect Bonuslink points.


How do I make payment for my purchases?

We accept Card Payments (Credit Card and Debit Card), Online Banking, and e-Wallets (Boost, GrabPay, and Touch ‘n Go). However, for selected products, only one payment option is available.


When making payment, is it possible for me to change between credit or debit card?

Yes, of course. This can be done once you’ve selected a product, and when proceeding with payment. On the credit/debit card form, look for the Pay With field and select Other Card. Then, enter all the required details of the card.


How do I contact e-pay in case of any issues regarding my payment or transaction?

Feel free to email us at CustomerServices@e-pay.com.my or call us during our support hours.

Mondays to Fridays: 9am to 5:30pm.

Saturdays: 9am to 1pm.


How do I reload after purchasing?

When transaction is successful, you will receive a PIN that enables you to reload your mobile value. Reload instructions will be shown on the Payment Successful page, along with the PIN, so do follow the steps accordingly. The PIN will be sent to your registered email as well.


What kind of information will be needed when I make a payment?

You can check the information needed when entering your account details. Accurate information and format are required for successful bill payment.


What happens if I do not see the PIN after payment is made?

The PIN will be sent to your registered email address upon payment. Please check your email inbox or spam/junk inbox for the PIN number. Otherwise, email us at CustomerServices@e-pay.com.my or call us during our support hours.

Mondays to Fridays: 9am to 5:30pm.

Saturdays: 9am to 1pm.


Can I change my email address after registration?

Sorry but you’re not able to change your email address after registration because your email address specifies the entity, therefore please make sure the email address provided during the registration process is correct.