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Maxis Pay - Frequently Asked Questions

General Questions

1.        What is Maxis Pay?
Maxis Pay is a simple, fast and secure payment offered to you by Maxis.

2.       What are the benefits of using Maxis Pay?
Once you sign up and key in your chosen credit card details, you can use your Maxis Pay log-in credentials to easily pay your Maxis bill or the bills of your family members on Maxis. Soon, you'll also be able to top-up your Hotlink account. You'll save time and be able to enjoy peace of mind that your details are secure. Sign-up is free.

3.       Is there a fee for registration and payment?
Registration and payment is FREE.

4.       Why am I charged RM1 for registration?
The RM1 charge is to verify that you are the genuine cardholder & that your credit/debit card is still active. For credit cards, the amount is not charged to your card and will not be reflected in your statement. For debit cards, you will see the amount deducted, however you will be reimbursed with the RM1 within two weeks. It is free to sign up and use Maxis Pay.

5.       Is it secure?
The security of your payment is the priority of our concern. Maxis Pay is a solution powered by Maxis and Visa using highly secured technology to ensure that your credit card and payment are safe. You can link your preferred credit card (Visa or MasterCard only) with your Maxis Pay account.

6.       What are Maxis Pay Terms and Conditions?
Please refer to 
Terms & Conditions.

Registration

7.       How do I register for this service?
You may register at pay.maxis.com.my.

8.   I have already registered for a Maxis Online Account to pay my bill online. Why do I have to register again for Maxis Pay?
Maxis Pay is a payment account which is independent of My Online Account & My Account Portal. Maxis Pay provides additional security as well as simpler and faster payment experience. You just need to register once to enjoy all these benefits

9.   What is TAC (Transaction Authorization Code)?
TAC code is a unique 6 digits code that provides additional layer of authentication, to confirm that you are the owner of the mobile number. A TAC will be sent to your mobile number upon request.

10.   What is source of fund/ funding source?
Source of fund/ funding source is your personal credit/ debit card, that is used to fund your payment made via Maxis Pay.

11.   What is shortname?
You can add more than one credit card to your Maxis Pay account. A shortname is the name chosen by you (limited to 10 characters) to identify your choice of credit/debit card. For example, My Visa, My Master.

12.   Which credit/ debit card can be used as source of fund/ funding source?
Any card that has Visa/ Master logo can be used as source of fund/ funding source. Currently, we do not accept American Express.

13.   How secure is it to register my credit/debit card information with Maxis Pay?
To protect the security of your information during transmission, we use Secure Sockets Layer(SSL) software, which encrypts the information you input.(You can check if the website you're using has this type of security by checking to make sure the URL begins "https" rather than "http"). Plus, every credit or debit card entered in Maxis Pay is stored in a PCI DSS-certified data centre. PCI-DSS is the highest standard practiced by global payment services and used by global banks and financial institutions.

14.   How do I know if my account is created successfully?
Upon successful registration, you will receive a notification SMS and email

15.   I didn’t get confirmation, how do I know if my registration is successful?
Please call 1800 821 123, our customer service representative will be able to assist you.

Payment


16.   What can I pay for?
You can pay Maxis Postpaid bills or Broadband/Fibre bills and perform Hotlink Top Up for your own and even for your friends and family. We would be enabling payment for all other Maxis product and services in coming future.

17.   How can I pay?
You can pay with any Visa and Mastercard credit card and debit card OR online banking.
The banks available via Maxis Pay are Maybank2U, CIMB Clicks, RHB Now (as of 18th June 2015). We will include more banks in the future. You may check from time to time.

18.   How much is the maximum payment amount?
Maximum payment amount for Postpaid/Broadband/Fibre bills payment is RM 10,000; maximum payment amount for Hotlink Top Up is RM 106.

19.   How much is the minimum payment amount?
Minimum payment amount for RM 5 for Maxis bill payment and RM10.60 for Hotlink Top Up.

20.   How do I check payment status?
Once the payment is successful, you will receive confirmation SMS and email.

21.   If my chosen credit card/debit card no longer has any balance, will there be a real-time prompt/alert by Maxis Pay system?
If your payment request is rejected by your bank, you will be notified accordingly on the web page.

22.   I didn’t get any email/ SMS confirmation, how do I know if my payment is successful?
Please call 1800 821 123, our customer service representative will be able to assist you.

23.   I have paid and received payment confirmation. But my bill is not showing the payment. What should I do?
Please call 1800 821 123, our customer service representative will be able to assist you.

Transaction History

24.   How do I see my payment/top up transaction history?
After login to your account, click Transaction History tab and select the dates to which payment/top-up transaction history is wished to be seen.

25.   How long can I backdate the payment/top-up history?
You can backdate the payment/top-up history up to 3 months.

26.   Can I print the transaction history?
We are sorry. Printing option is not available at the moment.

Update Account

27.   How do I update account information?
After login to your account, under the Manage My Account tab, you can update your name, ID value, and change email, mobile number or your PIN.

28.   I am a registered user of Maxis Pay . I have recently changed my mobile number and email address, how will it impact my payment process and what should I do?
Before making your next payment, please login to your Maxis Pay account and go to Manage My account tab, from there you will be able change your mobile number and email address accordingly.

29.   How do I add/ deactivate my credit/ debit card from my Maxis Pay account?
You can login to Maxis Pay and go to Manage Source of Funds to add/ deactivate your credit/ debit card.

Login and PIN issue

30.   How many wrong enter before my PIN is blocked?
3 times.

31.   What happens if I have forgotten my PIN?
You may go to pay.maxis.com.my and click the “Forgot my PIN” button. Next, enter your registered Maxis Pay mobile no. and email address and click “REQUEST TAC”. A TAC will be sent to your mobile no. Enter the TAC and click confirm. A confirmation email will be sent to your registered email address, click the link in the email then proceed to change your PIN.

32.   Can I re-use my old PIN upon resetting?
Yes, you may re-use your old PIN upon resetting.

33.   My access to the Maxis Pay is totally blocked. What should I do?
Please call 1800 821 123, our customer service representative will be able to assist you.

34.   Can I change my PIN? If yes, how do I do that?
Yes, you can login to Maxis Pay and go to Manage My Account to change your PIN.

Report a problem

35.   How do I report a problem?
Please call 1800 821 123, our customer service representative will be able to assist you.

36.   I have paid, but my bill is not updated. What should I do?
Please call 1800 821 123 and provide the details of the transaction for us to investigate the issue.

37.   My account is charged for something I didn’t buy. What should I do?
Please call 1800 821 123 and provide the details of the transaction for us to investigate the issue.

Close Account

38.   How do I terminate Maxis Pay service?
Please call 1800 821 123, our customer service representative will be able to assist you.