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03 - 4031 6710
- support@dkocek.com
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Have a Question?
d-Kocek is a mobile wallet application that provides the convenience of transacting securely within a smartphone at participating merchant outlets while supporting other payment related features such as bill payments and in-app purchases.
d-Kocek can be used for :
(i) Making payments either by scanning participating merchant’s QR code or vice versa;
(ii) In-app purchases;
(iii) Bill payments and prepaid top ups;
(iv) Sending or requesting money from other d-Kocek users;
(v) Topping up wallet balance;
(vi) Card binding;
(vii) Withdrawing money into your bank account.
Yes, d-Kocek is supported on any smartphones or tablets (Android 8.1 and above as well as IOS 12.1 and above), which has to be connected to the internet through Wi-Fi or mobile data.
Currently, d-Kocek is only supported in Malaysia.
Your balance in d-Kocek will not expire, however there will be an inactive fee charged per year. Refer to Product Disclosure.
No, there isn’t any requirement to maintain a minimum balance in your wallet account.
No, under no circumstances will your account be removed. Your d-Kocek account will be suspended for an inactive period of 12 months. You can contact us to reactivate your account with inactive fee charged per year. Refer to Product Disclosure.
Yes, d-Kocek is a white-label solution offered by Fass Payment Solutions Sdn Bhd, a licensed Bank Negara Malaysia accredited payments provider.
Your security is our main priority so when you use d-Kocek to make payments, the funds are securely transferred from your account. Besides this, some other security measures that protect your account and information are:
- Every transaction has to be authorized by your own 6-digit PIN or fingerprint;
- All your personal information such as your name, email address, mobile number, NRIC or passport number, residential address, account transaction details and account balances are kept private and protected. Your credit/debit card information is stored securely and tokenized in our database;
- All transactions are monitored to reduce the risk of unauthorized access and fraud;
- Deposited money in your d-Kocek is maintained and kept in the Fass Payment Solutions Sdn. Bhd. registered Trustee Account.
In order to safeguard your account, kindly:
(i) Contact our Help Centre at 603-4031 6710 or send email to support@dkocek.com to temporarily suspend your account;
(ii) Deactivate your lost SIM card which the mobile number is registered to your d-Kocek account.
To reduce the risk of unauthorized access on your d-Kocek account:
(i) Set up a strong login password with a combination of uppercase, lowercase, numerical and symbols;
(ii) Enable fingerprint access under Settings for verification purposes before performing any transactions;
(iii) Ensure your 6-digit user PIN is randomized.
Should you not receive the OTP SMS message after 5 minutes, select the “Resend” button to prompt the system to resend it to you.
If this issue still persists, kindly contact our Help Centre at 603-4031 6710 or send email to support@dkocek.com for further assistance.
Should d-Kocek stopped responding, please restart the application, or update the application to the latest version on your apps store.
If this issue still persists, kindly contact our Help Centre at 603-4031 6710 or send email to support@dkocek.com for further assistance.
Your wallet size depends on the type of account:
Basic: RM 200.00
Advance: RM 1,500.00
Premium: RM 10,000.00
You may upgrade your account to either one of these tiers depending on your usage preference in Settings.
We are only able to suspend your account where your account will be deactivated in our system.
Our d-Kocek can be used at any participating merchants displaying d-Kocek logo, or the “Powered by Fasspay” signage or Fasspay logo.
Your credit/ debit card will be automatically bound and tokenized during the first time you use it for top up.
There are several reasons why you are unable to send or request money from your contacts:
(i) Insufficient wallet balance;
(ii) The contact intended for has reached its wallet limit;
(iii) The contact intended for is not a d-Kocek user;
(iv) You are the user of basic account with no P2P feature
No, there will not be any surcharge imposed.
For the Basic account, users will only be able to perform spending, bill payments, and mobile prepaid reload.
An Advance account will allow users to continue performing features in the Basic account, with an additional withdrawal function and P2P transfer in the wallet.
Whereas, upgrading to Premium account will entitle users with a physical VISA prepaid card to spend online, at physical stores, as well as overseas, aside from the existing features in Basic and Advance account.
No, there will not be any surcharge imposed.
Yes, you can select up to 9 numbers of contacts to send or request money from.
This can be possibly due to:
- Non-member of Paradiselinx Community Program and Khidmat Imigran Program as Advance and Premium account can specially be accessed by participants from those programs only
- Unsuccessful OCR verification for NRIC or passport
– Poor lighting which affects the clarity of the image
– The NRIC or passport is a stock photo
– The details in the NRIC or passport does not match with the profile
– You have reached a maximum number of attempts for the day
- Unsuccessful validation
– Your NRIC or passport and selfie image capture does not match
– There is an issue with your background checking by Fass Payment Solutions Sdn. Bhd. third party eKYC services
Should these errors continues to occur, your wallet account would fallback to a Basic or Advance account, depending which account you have successfully registered for. But worry not, you may still upgrade later in your Settings.
You are using a Basic account which does not support any withdrawals. In order to perform this action, you will need to upgrade your wallet account to Advance or Premium.
This can be possibly due to that your contacts may not be a d-Kocek user. You may invite them to sign up for this wallet to receive your funds.
Please contact us at 603-4031 6710 or send email to support@dkocek.com and we will be happy to assist you.
To create an account with d-kocek, register your name, identification card or passport number, mobile number, and email address.
To upgrade your wallet account to “Advance” or “Premium”, verify your account by scanning the front and back of your Identification Card (MyKad) or Passport.
There will not be any charges using d-Kocek. However, withdrawing any amount of funds from your wallet balance will impose you with a surcharge fee. Refer to Product Disclosure.
Additionally, should your account goes inactive, you will be charged with an inactive fee charged per year. Refer to Product Disclosure.
Currently, only Malaysian mobile number (country code +60) is only able to register for a d-Kocek account.
Each d-Kocek account can only be registered with one unique mobile number.
The mobile number can be either successfully registered in our system or entered in an invalid format (it has to have 9 digits).
The 6-digit User PIN is a secure PIN used to authenticate you as a d-Kocek user and for transactions.
You may also change your 6-digit User PIN after setting it up for the first time.
To change your 6-digit User PIN:
(1) Go to Settings.
(2) Under Account Settings, select “Change User Pin”.
(3) Enter your existing 6-digit User PIN.
(4) Enter and confirm your new 6-digit User PIN.
(5) User PIN changed!
To reset your login password:
(1) Go to d-Kocek Login.
(2) Click on the “Forgot password?”.
(3) Enter your Mobile Number, IC Number and Email Address. d-Kocek will send you a 6-digit OTP and a 4-character PAC code.
(4) Enter the 6-digit OTP sent to your mobile number via SMS and verify that the 4-character PAC code shown on the screen matches the value sent in the SMS.
(5) Reset and confirm your new password.
(6) Password reset successful!
To reset your 6-digit User PIN:
(1) Go to d-Kocek Settings.
(2) Click on the “Change User Pin”.
(3) On the next screen, click on the “Forgot user pin?”. d-Kocek will send you a 6-digit OTP and a 4-character PAC code.
(4) Enter the 6-digit OTP sent to your mobile number via SMS and verify that the 4-character PAC code shown on the screen matches the value sent in the SMS.
(5) Reset and confirm your new 6-digit User PIN.
(6) User PIN reset successful!
Yes, you may first sign in with the existing mobile number registered and update your mobile number under Settings.
To change new mobile number:
(1) Go to Settings, and select “Profile”.
(2) Under the Edit account settings, select “Change Mobile Number”.
(3) Enter your new mobile number.
(4) Enter your password or verify this action with your fingerprint.
(5) Your mobile number is updated successfully!
Alternatively if this procedure is not supported, kindly contact our Help Centre at 603-4031 6710 or send email to support@dkocek.com to request for this action. Once the mobile number is updated, you are required to reactivate your account.
You may still sign in on your new device but an account reactivation is required.
If you keep getting an error code while signing in, it might be due to:
(i) Internet connection. Make sure you are connected to the internet before signing into your account.
(ii) Wrong Mobile Number or Password.
If the problem still persists, contact our Help Centre at 603-4031 6710 or send email to support@dkocek.com.
Each d-Kocek account can only be active with one smart device. Should you login with another smart device, the existing smart device will be logged out.
You may top up your account either via online banking (FPX).
You may top up your account either via online banking (FPX).
No, there are no extra charges when depositing money into your account.
Your wallet size depends on the type of account:
Basic: RM 200.00
Advance: RM 1,500.00
Premium: RM 10,000.00
You may upgrade your account to either one of these tiers depending on your usage preference in Settings.
- Minimum top up amount is RM10.00 per request.
- Only allow to top up lesser tant RM10.00 if difference wallet limit and wallet balance is RM9.90 and below.
This can be due to slow internet connection or it might take some time for our payment gateway to update your wallet balance.
If this issue persists, kindly contact our Help Centre at 603-4031 6710 or send email to support@dkocek.com for further assistance.
You may check if your top up is successful at your transaction history. Should there be no records of your top ups, you have to redo the top up.
To pay using the app:
(1) Go to Home.
(2) Click on the “Pay now”.
(3) Enter your 6-digit User PIN or scan your fingerprint.
(4) Scan the QR code presented by the merchant staff.
(5) Confirm the payment details.
(6) Transaction is completed successfully!
Kindly inform your merchant to void the payment, to which you will receive a push notification stating that the voided amount is credited back to your wallet account. You may also check your Transaction History to confirm if the void payment is successful.
For further assistance, you may contact our Help Centre at 603-4031 6710 or send email to support@dkocek.com.
You have reached the maximum spending limit for the day. Once the maximum daily spending limit is reached, you are unable to make any transactions until the next day.
If an error occurs when making payments, check your transaction history to view if the payment is successful.
If the payment is not recorded under Transaction History, you may redo the payment.
Yes, you will be able to access all transactions made since the activation of your wallet account.
Your daily or monthly transaction limit depends on the type of account. Once you hit the limit, you will be not allowed to proceed spending until the next day or next month.
No, there will not be any surcharge imposed for any bill payments.
No, your spending limit is based on your wallet account, not the smart device.
You may head to Transaction History to view all payments made with both your virtual and physical VISA prepaid card.
Any d-kocek wallet user is eligble to apply for the VISA prepaid card by upgrading to a Premium wallet account.
Upgrade your wallet to a Premium account and follow the steps:
1. Provide your details and mailing address.
2. Verify your identity by scanning your NRIC or passport.
3. Provide a selfie of yourself.
Once these steps are successfully completed, your VISA prepaid card will be sent to your address within 7 working days.
Under card menu, select “Go Premium”.
You will then be required to go through some verification process and provide necessary details.
Once you have successfully completed these steps, your application will be processed and your d-Kocek VISA prepaid card will be mailed to you within 7 working days.
No, this is a free upgrade and application, specially for member of Paradiselinx Community Program and Khidmat Imigran Program.
They are both the same, sharing similar card details such as the card number. Both virtual and physical VISA prepaid card shares the same balance in which you can spend and make payments within the spending limit set in your Card Settings.
Upon successful application, your physical VISA prepaid card will be sent to your mailing address within 7 working days.
Please contact our Help Centre at 603-4031 6710 or send email to support@dkocek.com. We will be more than happy to assist you.
Unfortunately we do not support this service.
After successfully upgrading your wallet account to Premium, you may first spend using your virtual VISA prepaid card in your wallet via QR payment.
Your physical VISA prepaid card on the other hand will be sent to your mailing address in which you can then spend after your physical VISA prepaid card using d-kocek mobile application.
For security purposes, please activate your physical VISA prepaid card and setup its 6-digit PIN only when the physical VISA prepaid card arrives. This is to avoid any fraudulent or misuse of your physical VISA prepaid card.
Currently you may only apply for 1 card to your wallet account.
Your virtual VISA prepaid card is activated upon successfully upgraded to Premium account in d-kocek mobile application.
For security purposes, please activate your physical VISA prepaid card and setup its 6-digit
PIN only when the physical VISA prepaid card arrives. This is to avoid any fraudulent or mis usage of the physical VISA prepaid card. To activate your physical VISA prepaid card:
(1) Upon the arrival of your physical VISA prepaid card, open d-Kocek app and slide left then select ‘Activate Card’.
(2) Scan your physical VISA prepaid card or enter card number manually and confirm the card details.
(3) Upon successful card details verification, create your physical VISA prepaid card PIN.
You can start using your physical VISA prepaid card once it is activated!
Please ensure that the physical VISA prepaid card details matches with the card details shown in the Card Activation screen.
If this issue still persists, please contact our Help Centre at 603-4031 6710 or send email to support@dkocek.com for further assistance.
Please ensure that the physical VISA prepaid card details matches with the card details shown in the Card Activation screen.
If this issue still persists, please contact our Help Centre at 603-4031 6710 or send email to support@dkocek.com for further assistance.
You may select the “View” button on the card which prompts you to verify your fingerprint. Upon successful verification, your card details will be displayed.
You may head to Transaction History to view all payments made with both your virtual and physical VISA prepaid card.
Rest assured, there will not be any charges when you use the d-kocek VISA prepaid card for
spending.
You may use it at any merchants or stores that accepts VISA cards. Aside from in-store spending, you may also use your virtual VISA prepaid card for online shopping, and perform payment functions within your wallet such as bill payment, mobile prepaid reload, and funds transfer within contacts in your wallet.
You may store up to RM10,000 in your wallet, in which this balance will be shared with your VISA prepaid card balance.
Yes, head to the Card Settings and select Credit Limits. Set your preferred amount and confirm by entering your user PIN.
The maximum amount you can set is RM10,000.
We apologise for the inconvenience. Please email us at support@dkocek.com and wallet.support@fasspay.com and let us know which online store you were shopping at. We will be in touch with them to enable the acceptance for the d-kocek VISA prepaid card.
Please contact our Help Centre at 603-4031 6710 or send email to support@dkocek.com to suspend your card.
You will be issued with a replacement card in your wallet which you can use it for online payment while your physical card is being mailed to you. Once your physical card arrives, you can activate it and start spending as usual.
Please contact our Help Centre at 603-4031 6710 or send email to support@dkocek.com to suspend your card.
You may re-apply for a new card with no charges once you are notified that your account is reactivated.
Sure, please contact our Help Centre at 603-4031 6710 or send email to support@dkocek.com to suspend your card.
You will be issued with a replacement card in your wallet which you can use it for online payment while your physical card is being mailed to you. Once your physical card arrives, you can activate it and start spending as usual.
Yes, please head to the Card Settings to activate your card.
Select “Pay Now” in your homepage and pay by scanning or presenting your QR code to the merchant.
This is only applicable for the merchants participating for Fasspay QR e-money payment acceptance.
Card PIN is the 6-digit PIN number you enter when you are spending using your physical VISA prepaid card for in-store transaction.
The user PIN is the 6-digit PIN number you enter to authorise actions within the wallet app itself.
You may reset your card PIN under Card Settings which prompts you to verify this action with your user PIN.
After successful verification, you can create a new card PIN and start spending.
Yes, you may set the same card PIN as you did previously.
The proprietary d-kocek card is provided to all users when they sign up for the wallet, which allows them to perform in-store payments as well as other payment functionalities such as p2p, bill payments and mobile top up.
Whereas, the VISA prepaid card provides more entitlements for users to perform payments at any merchants participating for VISA payment acceptance.
While both the proprietary d-kocek card and VISA prepaid card, both cards share a combined balance available in the user’s wallet.
Kindly refer to the table below for the details:
| Account Type | Description | Amount (RM) |
| Basic | Spending limit per transaction | RM200 |
| Daily spending limit | RM1,000 | |
| Monthly spending limit | RM4,999 | |
| Advance | Spending limit per transaction | RM1500 |
| Daily spending limit | RM1500 | |
| Monthly spending limit | RM4,999 | |
| Premium | Spending limit per transaction | RM10,000 |
| Daily spending limit | RM10,000 | |
| Monthly spending limit | RM120,000 |
User is still not allowed to perform spending if exceeded max spending limit.
Withdrawal is the process of transferring/withdrawing money from d-Kocek account to a user’s bank account and/or any Visa/Plus ATM’s. Users need to ensure that the amount of money in d-Kocek app is sufficient to perform the process.
No minimum amount is applied.
As a part of enhancement to our fraud and risk management, below are the following controls on the wallet user’s transaction.
Account |
| Transaction Limit |
Basic |
| Non-Applicable |
Advance & Premium (in-app withdrawal) | Daily | RM1,000 |
Monthly | RM2,000 | |
Premium (ATM) | Daily | RM5,000 |
Monthly | RM10,000 |
Note: Implementation effective from 9th September 2022.
Yes, the fee that will be charged is RM2.00 for each withdrawal.
Yes, only banks in Malaysia are allowed.
Refer to the list below:
- Affin Bank Berhad
- Agro Bank
- Alliance Bank Malaysia Berhad
- Al-Rajhi Banking and Investment Corporation (Malaysia) Berhad
- Arab-Malaysian Bank Berhad
- Bangkok Bank Berhad
- BNP Paribas Malaysia Berhad
- Bank Islam Malaysia Berhad
- Bank Kerjasama Rakyat Berhad
- Bank Muamalat Malaysia Berhad
- Bank of America Malaysia Berhad
- Bank of China (M) Berhad
- Bank of Tokyo-Mitsubishi UFJ (Malaysia) Berhad
- Bank Simpanan Nasional Berhad
- China Construction Bank (M) Berhad
- CIMB Bank Berhad
- Citibank Berhad
- Deutsche Bank (Malaysia) Berhad
- HSBC Bank Malaysia Berhad
- Hong Leong Bank Berhad
- Industrial and Commercial Bank Of China (Malaysia) Berhad
- P Morgan Chase Bank Berhad
- Kuwait Finance House
- Malayan Banking Berhad
- MBSB Bank Berhad
- Mizuho Bank (Malaysia) Berhad
- OCBC Bank (Malaysia) Berhad
- Public Bank Berhad
- RHB Bank Berhad
- Standard Chartered Bank Malaysia Berhad
- Sumitomo Mitsui Banking Corporation Malaysia Berhad
- The Royal Bank of Scotland Bhd
- United Overseas Bank (Malaysia) Bhd
No, withdrawal can only be made to the user’s bank account only.
The withdrawal process takes 5 working days to be credited to the bank.
The process timeline is as follows:
1 – 3 days: Approval process
4 – 5 days: Credit process to the user’s bank
Yes, once the withdrawal application is completed, the user will receive an email notification of the time the approval is taken.
And then will receive an approval email on the 3rd day.
Yes,
- if the amount in d-Kocek account is less than RM2.00 or if there is an error in the user’s bank account number.
- If user has exceeded the withdrawal limitation.
