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Some of the common reasons for a card payment to be declined are:
i. insufficient funds in your GoPayz Account;
ii. incorrect PIN used;
iii. you have temporarily blocked your GoPayz Card via GoPayz App or GoPayz Web;
iv. your GoPayz Card status is inactive;
v. the Merchant EDC Terminal you used does not support your GoPayz Card; or
vi. you have exceeded your transaction limit for the day or month.
Each payment transaction will only be authorised once. This may happen when:
i. the transaction amount is charged to your GoPayz Card but the merchant did not receive the approval response from GoPayz; and
ii. the merchant proceeds to perform a second payment transaction request.
You may submit a dispute request through GoPayz App. We will conduct the necessary investigations based on your request. Alternatively, please fill up the GoPayz Dispute Form available to be downloaded here and forward to us at firstname.lastname@example.org.
If we find that the transaction has been duplicated:
i. we will request for a refund from the merchant who performed the transaction; and
ii. the refund amount will be credited back into your GoPayz Account upon our receipt of the refund amount from merchant.
Yes, you can. Please ensure your that GoPayz Account has sufficient fund to deduct at the time of auto debit transaction. Please be aware of the transaction date/time might differ as it is initiated by the merchant.
If you do not receive the merchandise your purchase online, you could submit a dispute request stating the reason for the dispute and attach all relevant documents including your receipt of purchase. We will perform the necessary investigations and inform you of the outcome of our investigation.
This is the standard pre-authorisation process for all credit/debit cards including the GoPayz Card, when you pay through any self-service kiosk at a petrol station. You will see a temporary RM200 charge or any other amount imposed by the petrol company to cover the amount of petrol that you are able to fill in your vehicle.
This is a pre-authorisation hold and it only happens whenever a cardholder pays for petrol at the self-service kiosk. It is used to verify that the card is active and has sufficient credit prior to the transaction.
However, this pre-authorisation amount will not be charged to or debited to your GoPayz Account. The available balance in your GoPayz Account will be temporarily reduced corresponding to this pre-authorisation amount until you complete the fueling.
Once you have completed the fueling and at this point, the actual amount payable for the fuel dispensed will be debited to your GoPayz Account and the pre-authorisation amount incurred earlier will be cleared.
To avoid a pre-authorisation hold at self-service petrol kiosk, all you need to do is pay at the cashier counter, where the exact purchase amount will be deducted from your GoPayz Account.
For now, you are not required to maintain a minimum balance in your GoPayz Account. As such, you may utilise the full amount in your GoPayz Account.