FAQ eWANG
  Q. What is eWANG?
 
 
 
A. eWANG is a mobile wallet designed & developed by SMJ Teratai Sdn. Bhd. By launching eWANG, we have simplified & speed up the remittance process in order to provide a better solution for our customer. Now you can send money back home instantly, with more EASY, SECURE & FAST way via the mobile wallet.
 
 
 
  Q. Will eWANG app always be FREE?
 
 
 
A. Yes. The App is FREE but you will need to pay for the data charges/internet usage (if any) when you download from Google Play Store, App Store, or Huawei App Gallery.
 
 
 
  Q. Why should I use eWANG?
 
 
 
A. eWANG provides you an EASY, SECURE & FAST mobile wallet solution for you to send money back home instantly. With eWANG, you can easily access to your wallet to check exchange rate, do transactions & make payment for purchases anytime anywhere.
 
 
 
  Q. Who is eligible to use and enjoy eWANG services?
 
 
 
A. Any individual is welcomed to register as an eWANG user.
 
 
 
  Q. Why should I submit my identification documents, i.e. NRIC and Passport?
 
 
 
A. All customers must visit SMJ outlet for a one-time face-to-face KYC (Know-Your-Customer), & to present a valid ID, passport or NRIC for verification, if they wish to upgrade their e-wallet accounts to enjoy more features and higher wallet limits in eWANG app.
 
 
 
  Q. What can I do with eWANG?
 
 
 
A. With eWANG, the following features are at your fingertips:
 
  • Top up your e-wallet (via SMJ outlets or FPX))
  • Perform Money Transfer (cross-border remittance)
  • P2P transfer (send money to another eWANG account)
  • Scan & Pay (QR payment at participating merchants)
  • Mobile Airtime Top Up and bill payment (Coming Soon)
 
 
 
  Q. Why can’t I download eWANG?
 
 
 
A. eWANG App is currently available on Malaysia’s Google Play Store, App Store, or Huawei App Gallery. Please ensure that your account location is set as Malaysia and your phone’s operating system is up-to-date as eWANG app is only supported on Android System 4.2 & above, IOS 8 & above.
 
 
 
  Q. Is my money transfer transaction via eWANG secured?
 
 
 
A. We value the security of your app, data, transactions, and money held in your e-wallet as much as you do. Your eWANG account and transactions protected by the various level of security such as login password, security login phrase, security questions, device registration & binding and OTP (One-Time Password) authentication. With multi-level security features in place, your money is safe with us.
 
 
 
  Q. How do I use eWANG?
 
 
 
A. Self-Registration (One-time process):
 
  Step 1: Download eWANG from Google Play Store, App Store, or Huawei App Gallery & install.
Step 2: Click on User Registration button, under First Time Login –> Are you an existing user –> select No.
Step 3: Fill in all the mandatory fields with asterisk (*), verify that you are not a robot and save.
Step 4: You will receive a temporary password via SMS. Login accordingly.
Step 5: Change your temporary password to a new password. You will be required to re-login the account by using new password.
Step 6: Setup your login phrase and save it.
Step 7: Select 3 security questions to answer and save it. (Please remember your answers for future password reset.)
 
  Verification & Remittance: (One-time process)
 
  For first time user, kindly proceed to our SMJ outlets for one-time face-to-face KYC if you wish to enjoy in-app money transfer services or higher wallet limits.
 
 
 
  Q. Once downloaded & installed in my smartphone, can I use eWANG to transfer money immediately?
 
 
 
A. For first time login user, kindly proceed to our SMJ outlet for one-time face to face KYC if you wish to proceed with money transfer transactions.
 
 
 
  Q. Are there any additional charges if I’m using eWANG to transfer money? Will eWANG charge Recipient for the service as well?
 
 
 
A. Apart from remittance service charges that you usually pay for at remittance counter, there is no additional charges if you are using eWANG to transfer money to overseas. There is also zero charge for recipients.
 
 
 
  Q. How to check my exchange rate?
 
 
 
A. You can always check the exchange rate when you draft out a remittance transaction under Money Transfer –> Self Remittance. You must complete the one-time face-to-face KYC to enjoy this feature if you haven’t done so.
 
 
 
  Q. What are the current available payout methods for remittance services?
 
 
 
A. We support direct bank deposit, cash payout and home (door-to-door) delivery.
 
 
 
  Q. How much can I send via eWANG?
 
 
 
A. For security reasons, you can send no more than RM 1,000 per day.
 
 
 
  Q. How to set up my beneficiary account in eWANG?
 
 
 
A. You must complete the one-time face-to-face KYC to enjoy this feature if you haven’t done so.
In eWANG app, proceed to Money Transfer –> Self Remittance -> Add Recipient (in Recipient Info page), and key in your Recipient’s account details.
You may also visit any SMJ outlet for assistance.
 
 
 
  Q. Can I edit or amend my remittance transaction via eWANG?
 
 
 
A. You can edit or amend your remittance transaction if your transaction has not submitted.

If you wish to edit or amend your transaction after submitted, kindly contact our Customer Hotline at 016-733 8769 immediately or proceed to your nearest SMJ outlet for assistance. We will not be responsible for any payout due to mistakes or incorrect info caused by the sender.
 
 
 
  Q. Can I cancel my transaction?
 
 
 
A. Yes. You can cancel if the amount hasn’t transferred to the Recipient’s account. Kindly contact our Customer Hotline at 016-733 8769 immediately or proceed to any SMJ outlet for further assistance
 
 
 
  Q. How to resolve an issue related to the transaction if anything goes wrong?
 
 
 
A. Kindly contact our Customer Hotline at 016-733 8769 immediately or proceed to any SMJ outlet for further assistance.
 
 
 
  Q. Do I need to enter Recipient’s details for every transaction?
 
 
 
A. You are not required to enter your Recipient’s details for every transaction as eWANG stores your Recipient’s details in the system unless you wish to create another new Recipient (account). To edit or amend existing Recipient’s account, kindly contact our Customer Hotline at 016-733 8769 or proceed to any SMJ outlet for further assistance.
 
 
 
  Q. How long does it take for the money to reach Recipient’s account or Cash Out location?
 
 
 
A. Your money can be safely transferred to your receiver’s bank account or cash out location in a quick & timely manner, as fast as you enjoy if you send money from any of our outlets.
 
 
 
  Q. How do I check my transactions status?
 
 
 
A. Kindly contact our Customer Hotline at 016-733 8769 for any transaction status update.
 
 
 
  Q. Do I have any receipt for transactions?
 
 
 
A. Yes. You will receive an SMS with a link to the e-receipt for your remittance transactions.
 
 
 
  Q. How do I top up my wallet? Are there any limits on my wallet amount?
 
 
 
A. You can top up your wallet via FPX (Local online banking – RM 1.50 will be charged per top up transactions) or proceed to any SMJ outlet at no charge. You can always check your wallet limit by login to your eWANG app -> under Settings -> Limit.
 
 
 
  Q. Are there any additional charges if I top up my wallet?
 
 
 
A. You can top up your wallet via FPX (Local online banking – RM 1.50 will be charged per top up transactions) or proceed to any SMJ outlet at no charge.
 
 
 
  Q. Can I withdraw the money? Where & how? Are there any charges imposed if I withdraw my money out from mobile wallet?
 
 
 
A. Yes, you can. Kindly proceed to any SMJ outlet for any withdrawal transactions. No charges will be imposed.
 
 
 
  Q. What is P2P transfer? Do I get charged if I transfer money to another eWANG user?
 
 
 
A. Peer-to-peer transfer (P2P) is a feature for you to transfer money to another eWANG account. No charges will be incurred.
 
 
 
  Q. Can I change my personal details/profile?
 
 
 
A. You can’t change or edit your account profile. Kindly contact our Customer Hotline at 016-733 8769 or proceed to any SMJ outlet for further assistance.
 
 
 
  Q. What can I do if I forgot my password? How do I reset?
 
 
 
A. Launch eWANG app, click on Forgot Password button in the login page and enter your username. Click on Manual Reset and answer your preset security questions to reset your password. You may also reset your password via email. If you encountered any issues, kindly contact our Customer Hotline at 016-733 8769 for assistance.
 
 
 
  Q. How do I change my password?
 
 
 
A. Login to eWANG app & proceed to home page, click on menu list, select Settings -> Change Password.
 
 
 
  Q. How do I contact eWANG for help?
 
 
 
A. Kindly contact our Customer Hotline at 016-733 8769 or proceed to any SMJ outlet for further assistance.
 
 
 
  Q. If I have more than one mobile number, can I register different account under eWANG?
 
 
 
A. For security reasons, we register your ID No. to your eWANG account. Therefore, you are unable to create different accounts with your identity.
 
 
 
  Q. How many languages available in eWANG app?
 
 
 
A. The app supports 8 languages: English, Malay, Chinese, Indonesian, Vietnamese, Tagalog, Bengali & Nepali.
 
 
 
  Q. Can I use eWANG overseas?
 
 
 
A. Yes. You can as long as you have internet access.
 
 
 
  Q. Why can’t I sign into my eWANG account?
 
 
 
A. Kindly contact our Customer Hotline at 016-733 8769 or proceed to any SMJ outlet for further assistance.
 
 
 
  Q. What should I do if I have changed my mobile number?
 
 
 
A. Kindly contact our Customer Hotline at 016-733 8769 for further assistance.
 
 
 
  Q. What can I do if I lost my phone?
 
 
 
A. Kindly contact our Customer Hotline at 016-733 8769 immediately to suspend your eWANG account, and provide us your new mobile number to reactivate the account.