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Frequently Asked Questions About Zapp

Zapp is a lifestyle e-wallet that features exciting cashless and chat features that you can take with you on your phone wherever you go and whenever you need it. With Zapp, you can:

  • Top Up Funds Into Your Account
  • Send And Receive Money
  • Transfer Funds To Someone With Another Zapp Account Or To Your Local Bank Account
  • Make Payment To Merchants
  • Send Messages
  • Make Voice / Video Calls
  • Send Media Files

It’s easy! Just download Zapp from the App Store or Play Store and follow the required steps to sign up.

Your device must be operating on Android 2.3.3 or iOS 8.0 or newer.

For the best experience, we strongly advise you not to use Zapp on a jailbroken or rooted device. Messages will not be protected by end-to-end encryption and certain functions may not work on a jailbroken or rooted phone.

Yes, Zapp is licensed by Bank Negara Malaysia's (BNM) and complies with its regulations. Additionally, our Zapp e-wallet app is equipped with end-to-end encryption. All the transactions in your account are secured with a 6-digit transaction PIN or fingerprint/ face ID that only you know to authorise each transaction.

Yes, it is protected. We obtain your consent prior to the use or sharing of your personal information for any purpose beyond the requirements for which it was originally collected. However, we may (with your authorisation) share your personal information with other third parties under certain scenarios permitted by law. You may refer to our Privacy Policy for more information.

A Transaction PIN is a 6-digit PIN that you set when you sign up as Zapp user. You are to key in the Transaction PIN every time you make a payment, as a means of authorising the payment.

You can do this via Online Banking / FPX or Credit / Debit Card (for UPA users only):

Online Banking / FPX Minimum RM20
Credit/ Debit card (ZPA users only) Minimum RM50
Account Type Minimum amount Maximum amount
ZBA None RM200
ZPA None RM1500

If you have insufficient funds to complete a transaction, the system will prompt you to top up your Zapp account before allowing you to proceed with the transaction.

It allows you to transfer funds from your Zapp account to another Zapp account or your local bank account. This feature is only available if you have upgraded your account to ZPA.

Yes, you may. You can look for the Request icon in the Zapp homepage.

Please allow 2-3 business days for the funds to be transferred. A processing fee of 2% capped at a maximum of RM2.00 will apply.

The transaction status is displayed at the end of each transaction. You can also go to Transaction History or Balance to verify.

It will take 3 business days for the funds to be transferred.

You will receive an e-mail from your respective bank when the funds are in. If your transfer was not successful, you will be notified and you will be refunded in 3 business days.

Should you experience any interruption at any stage while performing a transaction with Zapp, we advise you to check the transaction status by checking your account balance to confirm whether the transaction is successful or not. If you do find any discrepancies, you can contact us at 03-76616211 or hello@zapp.com.my

Once the transaction is completed successfully, it cannot be cancelled or reversed. If you are wrongly charged, you may contact our customer service for assistance.

You can use the in-app QR code scanner to scan the merchant’s QR code and you’d be able to make a purchase.

You can only scan and make payments at physical outlets of our participating merchants.

When making a purchase, you can tap the largest icon at the bottom of your Zapp homepage to open the QR code scanner.

To reset your password, please follow the steps below:

  • Step 1. Click The “Forgot Password” Field On The Sign-In Page
  • Step 2. Enter The Email
  • Step 3. Check Your Email Associated With Your Zapp Account For A Password Reset Email
  • Step 4. Click The Link In The Email And Enter A New Password

If you don't see the email in your inbox, check your spam/junk folder or contact our customer service for help.

To reset your password, please follow the steps below:

  • A. Contact Our Customer Service At 03-7661 6211.
  • B. Customer Service Will Verify Your Account Information
  • C. Upon Successful Verification, Customer Service Will Email You A Temporary Transaction Pin.

If you are a ZBA user, you would have to disclose your Zapp ID, phone number and email address to verify your identity.

If you are a ZPA user, you would have to disclose your Zapp ID, phone number, email address, full name (as per MyKad/ Passport) and MyKad/Passport number to verify your identity.

You can change your Zapp Transaction PIN by going to My Account > Tap on Security.

Click the Edit button.

To change Transaction PIN, please follow the steps below:

  • A. Enter Previous Transaction Pin.
  • B. Enter New Transaction Pin.
  • C. Re-Enter New Transaction Pin.

Yes, you can deactivate/close your account, under the condition that you must not have any funds in your e-wallet. Please contact our customer service at 03-76616211 or hello@zapp.com.my to deactivate your account. Customer service will assist you in deleting your account from our back-end and you will receive an email once your account has been deactivated.

If your phone is ever lost or stolen, contact us immediately at 03-76616211. We will assist you to temporarily suspend your Zapp account, as a safety measure.

Zapp lets users who spend RM20 or more in a single transaction stand a chance to win URewards.

The excess URewards won will be converted into Gold Coins.

e.g. Let’s say your e-wallet size limit is RM500 and you have RM480 stored. This means your e-wallet can only store another RM20 before it reaches its limit.

Assuming you win RM50 worth of URewards, RM20 will be credited to your e-wallet while the remaining RM30 will be converted to Gold Coins.

The Spin & Win pop-up screen will appear right after a transaction of at least RM20 is made.

Important: Do not close the Spin & Win screen or app to avoid losing your chance to join the contest. In the event that the app crashes, or your phone dies, or you lose internet connectivity during a Spin & Win pop-up, you would not be able to re-open the screen.

If you are eligible to receive gift vouchers, you will find them under Gifts during special promotions or offers.

You can redeem gift vouchers by going to Gifts page under Every Day services.

Yes, every gift voucher will have an expiry date shown inside your e-wallet. Redeem it before it expires.

No, gift vouchers cannot be transferred to another person or another Zapp user.

No, gift vouchers cannot be exchanged for money or goods in any shape or form.

Silver Coins are earned when you make purchases with Zapp. After you collect a certain amount of Silver Coins, they turn into Gold Coins.

For every RM1 spent, you get 10 Silver Coins. When you have accumulated 10,000 Silver Coins, the coins will be then converted to 1 Gold Coin. You can start redeeming rewards from the Zapp Rewards catalogue when you have sufficient Gold Coins.

*Terms and Conditions:

  • Silver Coins are credited for every minimum spend of RM1 e.g. You get 200 Silver Coins when you spend RM20.

After you earn a certain number of Silver Coins, they automatically turn into Gold Coins that allow you to redeem e-money and products..

10,000 Silver Coins = 1 Gold Coin

Your Silver Coins may not expire, but your Gold Coins can.

Your Gold Coins will expire after 2 years, on a quarterly basis based on when they were earned.

Quarterly Maintenance is divided as follows:

  • 1st: January - March
  • 2nd: April - June
  • 3rd: July - September
  • 4th: October - December

e.g. If you earn 20 Gold Coins in January 2019, they will expire at the end of March 2021 as it is the first quarter.

You can select any product(s) you wish to redeem on the Rewards page in the app, as long as you meet the required amount of Gold Coins for each product.

You will receive an e-mail notifying you of your redemption, as well as an e-mail to track the package after it has been shipped.

Zapp is a lifestyle e-wallet that features exciting cashless and chat features that you can take with you on your phone wherever you go and whenever you need it. With Zapp, you can:

  • Top Up Funds Into Your Account
  • Send And Receive Money
  • Transfer Funds To Someone With Another Zapp Account Or To Your Local Bank Account
  • Make Payment To Merchants
  • Send Messages
  • Make Voice / Video Calls
  • Send Media Files

It’s easy! Just download Zapp from the App Store or Play Store and follow the required steps to sign up.

Your device must be operating on Android 2.3.3 or iOS 8.0 or newer.

For the best experience, we strongly advise you not to use Zapp on a jailbroken or rooted device. Messages will not be protected by end-to-end encryption and certain functions may not work on a jailbroken or rooted phone.

Yes, Zapp is licensed by Bank Negara Malaysia's (BNM) and complies with its regulations. Additionally, our Zapp e-wallet app is equipped with end-to-end encryption. All the transactions in your account are secured with a 6-digit transaction PIN or fingerprint/ face ID that only you know to authorise each transaction.

Yes, it is protected. We obtain your consent prior to the use or sharing of your personal information for any purpose beyond the requirements for which it was originally collected. However, we may (with your authorisation) share your personal information with other third parties under certain scenarios permitted by law. You may refer to our Privacy Policy for more information.

A Transaction PIN is a 6-digit PIN that you set when you sign up as Zapp user. You are to key in the Transaction PIN every time you make a payment, as a means of authorising the payment.

You can do this via Online Banking / FPX or Credit / Debit Card (for UPA users only):

Online Banking / FPX Minimum RM20
Credit/ Debit card (ZPA users only) Minimum RM50
Account Type Minimum amount Maximum amount
ZBA None RM200
ZPA None RM1500

If you have insufficient funds to complete a transaction, the system will prompt you to top up your Zapp account before allowing you to proceed with the transaction.

It allows you to transfer funds from your Zapp account to another Zapp account or your local bank account. This feature is only available if you have upgraded your account to ZPA.

Yes, you may. You can look for the Request icon in the Zapp homepage.

Please allow 2-3 business days for the funds to be transferred. A processing fee of 2% capped at a maximum of RM2.00 will apply.

The transaction status is displayed at the end of each transaction. You can also go to Transaction History or Balance to verify.

It will take 3 business days for the funds to be transferred.

You will receive an e-mail from your respective bank when the funds are in. If your transfer was not successful, you will be notified and you will be refunded in 3 business days.

Should you experience any interruption at any stage while performing a transaction with Zapp, we advise you to check the transaction status by checking your account balance to confirm whether the transaction is successful or not. If you do find any discrepancies, you can contact us at 03-76616211 or hello@zapp.com.my

Once the transaction is completed successfully, it cannot be cancelled or reversed. If you are wrongly charged, you may contact our customer service for assistance.

You can use the in-app QR code scanner to scan the merchant’s QR code and you’d be able to make a purchase.

You can only scan and make payments at physical outlets of our participating merchants.

When making a purchase, you can tap the largest icon at the bottom of your Zapp homepage to open the QR code scanner.

To reset your password, please follow the steps below:

  • Step 1. Click The “Forgot Password” Field On The Sign-In Page
  • Step 2. Enter The Email
  • Step 3. Check Your Email Associated With Your Zapp Account For A Password Reset Email
  • Step 4. Click The Link In The Email And Enter A New Password

If you don't see the email in your inbox, check your spam/junk folder or contact our customer service for help.

To reset your password, please follow the steps below:

  • A. Contact Our Customer Service At 03-7661 6211.
  • B. Customer Service Will Verify Your Account Information
  • C. Upon Successful Verification, Customer Service Will Email You A Temporary Transaction Pin.

If you are a ZBA user, you would have to disclose your Zapp ID, phone number and email address to verify your identity.

If you are a ZPA user, you would have to disclose your Zapp ID, phone number, email address, full name (as per MyKad/ Passport) and MyKad/Passport number to verify your identity.

You can change your Zapp Transaction PIN by going to My Account > Tap on Security.

Click the Edit button.

To change Transaction PIN, please follow the steps below:

  • A. Enter Previous Transaction Pin.
  • B. Enter New Transaction Pin.
  • C. Re-Enter New Transaction Pin.

Yes, you can deactivate/close your account, under the condition that you must not have any funds in your e-wallet. Please contact our customer service at 03-76616211 or hello@zapp.com.my to deactivate your account. Customer service will assist you in deleting your account from our back-end and you will receive an email once your account has been deactivated.

If your phone is ever lost or stolen, contact us immediately at 03-76616211. We will assist you to temporarily suspend your Zapp account, as a safety measure.

Zapp lets users who spend RM20 or more in a single transaction stand a chance to win URewards.

The excess URewards won will be converted into Gold Coins.

e.g. Let’s say your e-wallet size limit is RM500 and you have RM480 stored. This means your e-wallet can only store another RM20 before it reaches its limit.

Assuming you win RM50 worth of URewards, RM20 will be credited to your e-wallet while the remaining RM30 will be converted to Gold Coins.

The Spin & Win pop-up screen will appear right after a transaction of at least RM20 is made.

Important: Do not close the Spin & Win screen or app to avoid losing your chance to join the contest. In the event that the app crashes, or your phone dies, or you lose internet connectivity during a Spin & Win pop-up, you would not be able to re-open the screen.

If you are eligible to receive gift vouchers, you will find them under Gifts during special promotions or offers.

You can redeem gift vouchers by going to Gifts page under Every Day services.

Yes, every gift voucher will have an expiry date shown inside your e-wallet. Redeem it before it expires.

No, gift vouchers cannot be transferred to another person or another Zapp user.

No, gift vouchers cannot be exchanged for money or goods in any shape or form.

Silver Coins are earned when you make purchases with Zapp. After you collect a certain amount of Silver Coins, they turn into Gold Coins.

For every RM1 spent, you get 10 Silver Coins. When you have accumulated 10,000 Silver Coins, the coins will be then converted to 1 Gold Coin. You can start redeeming rewards from the Zapp Rewards catalogue when you have sufficient Gold Coins.

*Terms and Conditions:

  • Silver Coins are credited for every minimum spend of RM1 e.g. You get 200 Silver Coins when you spend RM20.

After you earn a certain number of Silver Coins, they automatically turn into Gold Coins that allow you to redeem e-money and products..

10,000 Silver Coins = 1 Gold Coin

Your Silver Coins may not expire, but your Gold Coins can.

Your Gold Coins will expire after 2 years, on a quarterly basis based on when they were earned.

Quarterly Maintenance is divided as follows:

  • 1st: January - March
  • 2nd: April - June
  • 3rd: July - September
  • 4th: October - December

e.g. If you earn 20 Gold Coins in January 2019, they will expire at the end of March 2021 as it is the first quarter.

You can select any product(s) you wish to redeem on the Rewards page in the app, as long as you meet the required amount of Gold Coins for each product.

You will receive an e-mail notifying you of your redemption, as well as an e-mail to track the package after it has been shipped.

To sign up for a merchant account, you should first get in touch with our customer service. Our sales team will then contact you as soon as we can.

Alternatively, if you are already a Zapper, simply head on to My Account > Tap “Register as Merchant”. Our sales team will contact you for further assistance.

You’ll be able to catapult your business to newer heights, conduct business in a seamless, efficient and quick manner, as well as receive instant yet secure payments. There are no sign-up fees imposed. Also, our sales team will be assisting you during your sign up, ensuring a seamless and effortless experience in the process.

Yes, our sales team will assist you through the verification process.

Our sales team will assist you throughout the registration process to minimize potential issues that could be faced. However, if you have any further queries, please feel free to contact our customer service at 03-7661 6211 or hello@zapp.com.my

Payments will be credited to the company bank account provided in the merchant registration form.

You will be provided with a unique merchant QR code that will be displayed in your store. The customer would have to scan the QR code, key in the amount to pay and click “Confirm” to complete the transaction.

When the payment transaction is successfully performed by a customer, the record will appear in the back-end merchant portal instantly. Merchants can check transactions on the portal anytime.

You will be provided with a merchant username and password to able to access to a back-end merchant portal to view as well as check your sales and payments.

There are no fees because merchants may join us for free.

Zapp is a lifestyle e-wallet that features exciting cashless and chat features that you can take with you on your phone wherever you go and whenever you need it. With Zapp, you can:

  • Top Up Funds Into Your Account
  • Send And Receive Money
  • Transfer Funds To Someone With Another Zapp Account Or To Your Local Bank Account
  • Make Payment To Merchants
  • Send Messages
  • Make Voice / Video Calls
  • Send Media Files

It’s easy! Just download Zapp from the App Store or Play Store and follow the required steps to sign up.

Your device must be operating on Android 2.3.3 or iOS 8.0 or newer.

For the best experience, we strongly advise you not to use Zapp on a jailbroken or rooted device. Messages will not be protected by end-to-end encryption and certain functions may not work on a jailbroken or rooted phone.

Yes, Zapp is licensed by Bank Negara Malaysia's (BNM) and complies with its regulations. Additionally, our Zapp e-wallet app is equipped with end-to-end encryption. All the transactions in your account are secured with a 6-digit transaction PIN or fingerprint/ face ID that only you know to authorise each transaction.

Yes, it is protected. We obtain your consent prior to the use or sharing of your personal information for any purpose beyond the requirements for which it was originally collected. However, we may (with your authorisation) share your personal information with other third parties under certain scenarios permitted by law. You may refer to our Privacy Policy for more information.

A Transaction PIN is a 6-digit PIN that you set when you sign up as Zapp user. You are to key in the Transaction PIN every time you make a payment, as a means of authorising the payment.

You can do this via Online Banking / FPX or Credit / Debit Card (for UPA users only):

Online Banking / FPX Minimum RM20
Credit/ Debit card (ZPA users only) Minimum RM50
Account Type Minimum amount Maximum amount
ZBA None RM200
ZPA None RM1500

If you have insufficient funds to complete a transaction, the system will prompt you to top up your Zapp account before allowing you to proceed with the transaction.

It allows you to transfer funds from your Zapp account to another Zapp account or your local bank account. This feature is only available if you have upgraded your account to ZPA.

Yes, you may. You can look for the Request icon in the Zapp homepage.

Please allow 2-3 business days for the funds to be transferred. A processing fee of 2% capped at a maximum of RM2.00 will apply.

The transaction status is displayed at the end of each transaction. You can also go to Transaction History or Balance to verify.

It will take 3 business days for the funds to be transferred.

You will receive an e-mail from your respective bank when the funds are in. If your transfer was not successful, you will be notified and you will be refunded in 3 business days.

Should you experience any interruption at any stage while performing a transaction with Zapp, we advise you to check the transaction status by checking your account balance to confirm whether the transaction is successful or not. If you do find any discrepancies, you can contact us at 03-76616211 or hello@zapp.com.my

Once the transaction is completed successfully, it cannot be cancelled or reversed. If you are wrongly charged, you may contact our customer service for assistance.

You can use the in-app QR code scanner to scan the merchant’s QR code and you’d be able to make a purchase.

You can only scan and make payments at physical outlets of our participating merchants.

When making a purchase, you can tap the largest icon at the bottom of your Zapp homepage to open the QR code scanner.

To reset your password, please follow the steps below:

  • Step 1. Click The “Forgot Password” Field On The Sign-In Page
  • Step 2. Enter The Email
  • Step 3. Check Your Email Associated With Your Zapp Account For A Password Reset Email
  • Step 4. Click The Link In The Email And Enter A New Password

If you don't see the email in your inbox, check your spam/junk folder or contact our customer service for help.

To reset your password, please follow the steps below:

  • A. Contact Our Customer Service At 03-7661 6211.
  • B. Customer Service Will Verify Your Account Information
  • C. Upon Successful Verification, Customer Service Will Email You A Temporary Transaction Pin.

If you are a ZBA user, you would have to disclose your Zapp ID, phone number and email address to verify your identity.

If you are a ZPA user, you would have to disclose your Zapp ID, phone number, email address, full name (as per MyKad/ Passport) and MyKad/Passport number to verify your identity.

You can change your Zapp Transaction PIN by going to My Account > Tap on Security.

Click the Edit button.

To change Transaction PIN, please follow the steps below:

  • A. Enter Previous Transaction Pin.
  • B. Enter New Transaction Pin.
  • C. Re-Enter New Transaction Pin.

Yes, you can deactivate/close your account, under the condition that you must not have any funds in your e-wallet. Please contact our customer service at 03-76616211 or hello@zapp.com.my to deactivate your account. Customer service will assist you in deleting your account from our back-end and you will receive an email once your account has been deactivated.

If your phone is ever lost or stolen, contact us immediately at 03-76616211. We will assist you to temporarily suspend your Zapp account, as a safety measure.

Zapp lets users who spend RM20 or more in a single transaction stand a chance to win URewards.

The excess URewards won will be converted into Gold Coins.

e.g. Let’s say your e-wallet size limit is RM500 and you have RM480 stored. This means your e-wallet can only store another RM20 before it reaches its limit.

Assuming you win RM50 worth of URewards, RM20 will be credited to your e-wallet while the remaining RM30 will be converted to Gold Coins.

The Spin & Win pop-up screen will appear right after a transaction of at least RM20 is made.

Important: Do not close the Spin & Win screen or app to avoid losing your chance to join the contest. In the event that the app crashes, or your phone dies, or you lose internet connectivity during a Spin & Win pop-up, you would not be able to re-open the screen.

If you are eligible to receive gift vouchers, you will find them under Gifts during special promotions or offers.

You can redeem gift vouchers by going to Gifts page under Every Day services.

Yes, every gift voucher will have an expiry date shown inside your e-wallet. Redeem it before it expires.

No, gift vouchers cannot be transferred to another person or another Zapp user.

No, gift vouchers cannot be exchanged for money or goods in any shape or form.

Silver Coins are earned when you make purchases with Zapp. After you collect a certain amount of Silver Coins, they turn into Gold Coins.

For every RM1 spent, you get 10 Silver Coins. When you have accumulated 10,000 Silver Coins, the coins will be then converted to 1 Gold Coin. You can start redeeming rewards from the Zapp Rewards catalogue when you have sufficient Gold Coins.

*Terms and Conditions:

  • Silver Coins are credited for every minimum spend of RM1 e.g. You get 200 Silver Coins when you spend RM20.

After you earn a certain number of Silver Coins, they automatically turn into Gold Coins that allow you to redeem e-money and products..

10,000 Silver Coins = 1 Gold Coin

Your Silver Coins may not expire, but your Gold Coins can.

Your Gold Coins will expire after 2 years, on a quarterly basis based on when they were earned.

Quarterly Maintenance is divided as follows:

  • 1st: January - March
  • 2nd: April - June
  • 3rd: July - September
  • 4th: October - December

e.g. If you earn 20 Gold Coins in January 2019, they will expire at the end of March 2021 as it is the first quarter.

You can select any product(s) you wish to redeem on the Rewards page in the app, as long as you meet the required amount of Gold Coins for each product.

You will receive an e-mail notifying you of your redemption, as well as an e-mail to track the package after it has been shipped.

For Android devices, it is not possible to move Zapp Chat to a memory card (SD card) at this time. We are working on improving our application size and memory utilisation. In the meantime, if you need to free up space for Zapp Chat, we recommend moving other applications and media files to your SD card.

For iOS devices, it is not possible as your device doesn’t allow transfer to external SD cards.

Zapp Chat uses your phone's Internet connection to send and receive messages. As long as you have not exceeded your data limit or are connected to a WiFi network, your service provider should not charge you for messaging over Zapp Chat

Important: Additional mobile data charges may apply if you are on data roaming. If you send SMS messages to your friends inviting them to use Zapp Chat, service charges from your mobile provider may apply.

Step 1. Open A Chat.

Step 2. Tap 'Add' Next To The Text Field And Select One Of These:

  • Fund Transfer (Zapp Premium Account Users Only)
  • Media
  • Files
  • Location
  • Contact

Zapp Chat voice messaging allows you to instantly communicate with contacts and groups. It provides an enriching chat experience, and you can use it to deliver important and time-sensitive information. As such, all voice messages are downloaded automatically.

How to send a voice message:

  • Step 1. Open A Chat
  • Step 2. Tap And Hold The Voice Button Next To The Text Field And Start Speaking.
  • Step 3. Once Finished, Remove Your Finger From The Voice Button.
  • Step 4. The Voice Message Will Be Automatically Sent.

To delete an individual chat:

  • Step 1. Go To The Zapp Chatroom.
  • Step 2. Tap Contact Name To View Profile > Delete Chat

To delete a group chat:

  • Step 1. Go To The Group Chat.
  • Step 2. Tap On Group Name On Top > Choose Exit Group
  • Step 3. Tap On Group Name On Top Again > Choose Delete Group

To create a group chat:

  • Step 1. Tap The Contact Icon On The Top Right Corner > Create Group.
  • Step 2. Select The Contacts You Want To Add Into Your Group.
  • Step 3. Set A Name For Your Group.

You may also add a group icon by tapping the camera icon, where you can either select a photo from your gallery or take a photo with your camera. Once set, the icon will appear next to the group in the Chats tab.

Tap Create when you're done.

To add a new contact, you may:

  • Add A New Contact On Zapp Chat Via Zapp Chat ID; Or
  • Add A New Contact By Scanning The Zapp User’s QR Code.

Voice calling lets you call your contacts using Zapp Chat for free, even if they’re in another country. Voice calling uses your phone’s Internet connection rather than your cellular plan’s voice minutes. Data charges may apply.

To make a voice or video call:

  • A. Open The Chat With The Contact You Want To Call Via Voice Or Video.
  • B. Tap The Phone Icon To Make A Voice Call Or The Video Camera Icon To Make A Video Call.

To block an unknown number:

  • Step 1. Open The Chat With The Selected Contact.
  • Step 2. Tap User Profile > Tap Block.

To unblock a contact:

  • Step 1. Open The Chat With The Selected Contact.
  • Step 2. Tap User Profile > Tap Unblock.

An end-to-end encryption ensures your messages, photos, videos, voice messages, documents, status updates and calls are secured from falling into the wrong hands.

Zapp Chat end-to-end encryption ensures only you and the person you're communicating with are able to read what has been sent. Rest assured that Zapp does not have access to the information. Your messages are secured with locks, and only the recipient and you have the special keys needed to unlock and read your messages. For added protection, every message you send has a unique lock and key. All of this happens automatically.

Important: End-to-end encryption is always active. There is no option to turn off end-to-end encryption.

Zapp is a lifestyle e-wallet that features exciting cashless and chat features that you can take with you on your phone wherever you go and whenever you need it. With Zapp, you can:

  • Top Up Funds Into Your Account
  • Send And Receive Money
  • Transfer Funds To Someone With Another Zapp Account Or To Your Local Bank Account
  • Make Payment To Merchants
  • Send Messages
  • Make Voice / Video Calls
  • Send Media Files

It’s easy! Just download Zapp from the App Store or Play Store and follow the required steps to sign up.

Your device must be operating on Android 2.3.3 or iOS 8.0 or newer.

For the best experience, we strongly advise you not to use Zapp on a jailbroken or rooted device. Messages will not be protected by end-to-end encryption and certain functions may not work on a jailbroken or rooted phone.

Yes, Zapp is licensed by Bank Negara Malaysia's (BNM) and complies with its regulations. Additionally, our Zapp e-wallet app is equipped with end-to-end encryption. All the transactions in your account are secured with a 6-digit transaction PIN or fingerprint/ face ID that only you know to authorise each transaction.

Yes, it is protected. We obtain your consent prior to the use or sharing of your personal information for any purpose beyond the requirements for which it was originally collected. However, we may (with your authorisation) share your personal information with other third parties under certain scenarios permitted by law. You may refer to our Privacy Policy for more information.

A Transaction PIN is a 6-digit PIN that you set when you sign up as Zapp user. You are to key in the Transaction PIN every time you make a payment, as a means of authorising the payment.

You can do this via Online Banking / FPX or Credit / Debit Card (for UPA users only):

Online Banking / FPX Minimum RM20
Credit/ Debit card (ZPA users only) Minimum RM50
Account Type Minimum amount Maximum amount
ZBA None RM200
ZPA None RM1500

If you have insufficient funds to complete a transaction, the system will prompt you to top up your Zapp account before allowing you to proceed with the transaction.

It allows you to transfer funds from your Zapp account to another Zapp account or your local bank account. This feature is only available if you have upgraded your account to ZPA.

Yes, you may. You can look for the Request icon in the Zapp homepage.

Please allow 2-3 business days for the funds to be transferred. A processing fee of 2% capped at a maximum of RM2.00 will apply.

The transaction status is displayed at the end of each transaction. You can also go to Transaction History or Balance to verify.

It will take 3 business days for the funds to be transferred.

You will receive an e-mail from your respective bank when the funds are in. If your transfer was not successful, you will be notified and you will be refunded in 3 business days.

Should you experience any interruption at any stage while performing a transaction with Zapp, we advise you to check the transaction status by checking your account balance to confirm whether the transaction is successful or not. If you do find any discrepancies, you can contact us at 03-76616211 or hello@zapp.com.my

Once the transaction is completed successfully, it cannot be cancelled or reversed. If you are wrongly charged, you may contact our customer service for assistance.

You can use the in-app QR code scanner to scan the merchant’s QR code and you’d be able to make a purchase.

You can only scan and make payments at physical outlets of our participating merchants.

When making a purchase, you can tap the largest icon at the bottom of your Zapp homepage to open the QR code scanner.

To reset your password, please follow the steps below:

  • Step 1. Click The “Forgot Password” Field On The Sign-In Page
  • Step 2. Enter The Email
  • Step 3. Check Your Email Associated With Your Zapp Account For A Password Reset Email
  • Step 4. Click The Link In The Email And Enter A New Password

If you don't see the email in your inbox, check your spam/junk folder or contact our customer service for help.

To reset your password, please follow the steps below:

  • A. Contact Our Customer Service At 03-7661 6211.
  • B. Customer Service Will Verify Your Account Information
  • C. Upon Successful Verification, Customer Service Will Email You A Temporary Transaction Pin.

If you are a ZBA user, you would have to disclose your Zapp ID, phone number and email address to verify your identity.

If you are a ZPA user, you would have to disclose your Zapp ID, phone number, email address, full name (as per MyKad/ Passport) and MyKad/Passport number to verify your identity.

You can change your Zapp Transaction PIN by going to My Account > Tap on Security.

Click the Edit button.

To change Transaction PIN, please follow the steps below:

  • A. Enter Previous Transaction Pin.
  • B. Enter New Transaction Pin.
  • C. Re-Enter New Transaction Pin.

Yes, you can deactivate/close your account, under the condition that you must not have any funds in your e-wallet. Please contact our customer service at 03-76616211 or hello@zapp.com.my to deactivate your account. Customer service will assist you in deleting your account from our back-end and you will receive an email once your account has been deactivated.

If your phone is ever lost or stolen, contact us immediately at 03-76616211. We will assist you to temporarily suspend your Zapp account, as a safety measure.

Zapp lets users who spend RM20 or more in a single transaction stand a chance to win URewards.

The excess URewards won will be converted into Gold Coins.

e.g. Let’s say your e-wallet size limit is RM500 and you have RM480 stored. This means your e-wallet can only store another RM20 before it reaches its limit.

Assuming you win RM50 worth of URewards, RM20 will be credited to your e-wallet while the remaining RM30 will be converted to Gold Coins.

The Spin & Win pop-up screen will appear right after a transaction of at least RM20 is made.

Important: Do not close the Spin & Win screen or app to avoid losing your chance to join the contest. In the event that the app crashes, or your phone dies, or you lose internet connectivity during a Spin & Win pop-up, you would not be able to re-open the screen.

If you are eligible to receive gift vouchers, you will find them under Gifts during special promotions or offers.

You can redeem gift vouchers by going to Gifts page under Every Day services.

Yes, every gift voucher will have an expiry date shown inside your e-wallet. Redeem it before it expires.

No, gift vouchers cannot be transferred to another person or another Zapp user.

No, gift vouchers cannot be exchanged for money or goods in any shape or form.

Silver Coins are earned when you make purchases with Zapp. After you collect a certain amount of Silver Coins, they turn into Gold Coins.

For every RM1 spent, you get 10 Silver Coins. When you have accumulated 10,000 Silver Coins, the coins will be then converted to 1 Gold Coin. You can start redeeming rewards from the Zapp Rewards catalogue when you have sufficient Gold Coins.

*Terms and Conditions:

  • Silver Coins are credited for every minimum spend of RM1 e.g. You get 200 Silver Coins when you spend RM20.

After you earn a certain number of Silver Coins, they automatically turn into Gold Coins that allow you to redeem e-money and products..

10,000 Silver Coins = 1 Gold Coin

Your Silver Coins may not expire, but your Gold Coins can.

Your Gold Coins will expire after 2 years, on a quarterly basis based on when they were earned.

Quarterly Maintenance is divided as follows:

  • 1st: January - March
  • 2nd: April - June
  • 3rd: July - September
  • 4th: October - December

e.g. If you earn 20 Gold Coins in January 2019, they will expire at the end of March 2021 as it is the first quarter.

You can select any product(s) you wish to redeem on the Rewards page in the app, as long as you meet the required amount of Gold Coins for each product.

You will receive an e-mail notifying you of your redemption, as well as an e-mail to track the package after it has been shipped.

If you aren’t able to connect to Zapp, this is usually caused by an issue with your Internet connection or your phone's settings.

Most connection issues can be resolved by doing one of the following:

  • Restart your phone, or turn it off and on; or
  • Update Zapp to the latest version available on the App Store or Play Store; or
  • Try connecting to a different WiFi SSID; or
  • Make sure WiFi stays on during sleep mode; or
  • Reboot your WiFi router; or
  • Contact your service provider and make sure your APN settings are configured correctly.

If you are sure your phone is connected to the Internet, there are a few reasons why Zapp Chat messages aren't going through:

  • a. Your phone needs to be restarted or turned off and on.
  • b. The contact you're messaging has blocked your number.

When a message is sent to you via Zapp Chat, your phone will automatically display a push notification to alert you.

iOS apps can provide three types of notifications:

  • Sound: An audible alert plays.
  • Alerts/Banners: An alert or banner appears on the screen.
  • Badges: An image or number appears on the application icon.

For Android 6.0+:

  • Make sure Do Not Disturb is turned off or you have allowed Zapp notifications in priority mode in your phone's Settings app > Sound > Do Not Disturb.
  • Make sure all of Zapp’s permissions are granted in your phone's Settings app > Apps > Zapp > Permissions.

Can’t find the answer to your question? Contact us via any one of the channels below..

Phone 03-76616211
Email hello@zapp.com.my
Mail
  • Customer Service Department
  • I-Serve Payment Gateway Sdn Bhd
  • No. 2-2, Jalan USJ 9/5P, Subang Business Centre,
  • 47620 Subang Jaya, Selangor
  • Malaysia

Zapp is a lifestyle e-wallet that features exciting cashless and chat features that you can take with you on your phone wherever you go and whenever you need it. With Zapp, you can:

  • Top Up Funds Into Your Account
  • Send And Receive Money
  • Transfer Funds To Someone With Another Zapp Account Or To Your Local Bank Account
  • Make Payment To Merchants
  • Send Messages
  • Make Voice / Video Calls
  • Send Media Files

It’s easy! Just download Zapp from the App Store or Play Store and follow the required steps to sign up.

Your device must be operating on Android 2.3.3 or iOS 8.0 or newer.

For the best experience, we strongly advise you not to use Zapp on a jailbroken or rooted device. Messages will not be protected by end-to-end encryption and certain functions may not work on a jailbroken or rooted phone.

Yes, Zapp is licensed by Bank Negara Malaysia's (BNM) and complies with its regulations. Additionally, our Zapp e-wallet app is equipped with end-to-end encryption. All the transactions in your account are secured with a 6-digit transaction PIN or fingerprint/ face ID that only you know to authorise each transaction.

Yes, it is protected. We obtain your consent prior to the use or sharing of your personal information for any purpose beyond the requirements for which it was originally collected. However, we may (with your authorisation) share your personal information with other third parties under certain scenarios permitted by law. You may refer to our Privacy Policy for more information.

A Transaction PIN is a 6-digit PIN that you set when you sign up as Zapp user. You are to key in the Transaction PIN every time you make a payment, as a means of authorising the payment.

You can do this via Online Banking / FPX or Credit / Debit Card (for UPA users only):

Online Banking / FPX Minimum RM20
Credit/ Debit card (ZPA users only) Minimum RM50
Account Type Minimum amount Maximum amount
ZBA None RM200
ZPA None RM1500

If you have insufficient funds to complete a transaction, the system will prompt you to top up your Zapp account before allowing you to proceed with the transaction.

It allows you to transfer funds from your Zapp account to another Zapp account or your local bank account. This feature is only available if you have upgraded your account to ZPA.

Yes, you may. You can look for the Request icon in the Zapp homepage.

Please allow 2-3 business days for the funds to be transferred. A processing fee of 2% capped at a maximum of RM2.00 will apply.

The transaction status is displayed at the end of each transaction. You can also go to Transaction History or Balance to verify.

It will take 3 business days for the funds to be transferred.

You will receive an e-mail from your respective bank when the funds are in. If your transfer was not successful, you will be notified and you will be refunded in 3 business days.

Should you experience any interruption at any stage while performing a transaction with Zapp, we advise you to check the transaction status by checking your account balance to confirm whether the transaction is successful or not. If you do find any discrepancies, you can contact us at 03-76616211 or hello@zapp.com.my

Once the transaction is completed successfully, it cannot be cancelled or reversed. If you are wrongly charged, you may contact our customer service for assistance.

You can use the in-app QR code scanner to scan the merchant’s QR code and you’d be able to make a purchase.

You can only scan and make payments at physical outlets of our participating merchants.

When making a purchase, you can tap the largest icon at the bottom of your Zapp homepage to open the QR code scanner.

To reset your password, please follow the steps below:

  • Step 1. Click The “Forgot Password” Field On The Sign-In Page
  • Step 2. Enter The Email
  • Step 3. Check Your Email Associated With Your Zapp Account For A Password Reset Email
  • Step 4. Click The Link In The Email And Enter A New Password

If you don't see the email in your inbox, check your spam/junk folder or contact our customer service for help.

To reset your password, please follow the steps below:

  • A. Contact Our Customer Service At 03-7661 6211.
  • B. Customer Service Will Verify Your Account Information
  • C. Upon Successful Verification, Customer Service Will Email You A Temporary Transaction Pin.

If you are a ZBA user, you would have to disclose your Zapp ID, phone number and email address to verify your identity.

If you are a ZPA user, you would have to disclose your Zapp ID, phone number, email address, full name (as per MyKad/ Passport) and MyKad/Passport number to verify your identity.

You can change your Zapp Transaction PIN by going to My Account > Tap on Security.

Click the Edit button.

To change Transaction PIN, please follow the steps below:

  • A. Enter Previous Transaction Pin.
  • B. Enter New Transaction Pin.
  • C. Re-Enter New Transaction Pin.

Yes, you can deactivate/close your account, under the condition that you must not have any funds in your e-wallet. Please contact our customer service at 03-76616211 or hello@zapp.com.my to deactivate your account. Customer service will assist you in deleting your account from our back-end and you will receive an email once your account has been deactivated.

If your phone is ever lost or stolen, contact us immediately at 03-76616211. We will assist you to temporarily suspend your Zapp account, as a safety measure.

Zapp lets users who spend RM20 or more in a single transaction stand a chance to win URewards.

The excess URewards won will be converted into Gold Coins.

e.g. Let’s say your e-wallet size limit is RM500 and you have RM480 stored. This means your e-wallet can only store another RM20 before it reaches its limit.

Assuming you win RM50 worth of URewards, RM20 will be credited to your e-wallet while the remaining RM30 will be converted to Gold Coins.

The Spin & Win pop-up screen will appear right after a transaction of at least RM20 is made.

Important: Do not close the Spin & Win screen or app to avoid losing your chance to join the contest. In the event that the app crashes, or your phone dies, or you lose internet connectivity during a Spin & Win pop-up, you would not be able to re-open the screen.

If you are eligible to receive gift vouchers, you will find them under Gifts during special promotions or offers.

You can redeem gift vouchers by going to Gifts page under Every Day services.

Yes, every gift voucher will have an expiry date shown inside your e-wallet. Redeem it before it expires.

No, gift vouchers cannot be transferred to another person or another Zapp user.

No, gift vouchers cannot be exchanged for money or goods in any shape or form.

Silver Coins are earned when you make purchases with Zapp. After you collect a certain amount of Silver Coins, they turn into Gold Coins.

For every RM1 spent, you get 10 Silver Coins. When you have accumulated 10,000 Silver Coins, the coins will be then converted to 1 Gold Coin. You can start redeeming rewards from the Zapp Rewards catalogue when you have sufficient Gold Coins.

*Terms and Conditions:

  • Silver Coins are credited for every minimum spend of RM1 e.g. You get 200 Silver Coins when you spend RM20.

After you earn a certain number of Silver Coins, they automatically turn into Gold Coins that allow you to redeem e-money and products..

10,000 Silver Coins = 1 Gold Coin

Your Silver Coins may not expire, but your Gold Coins can.

Your Gold Coins will expire after 2 years, on a quarterly basis based on when they were earned.

Quarterly Maintenance is divided as follows:

  • 1st: January - March
  • 2nd: April - June
  • 3rd: July - September
  • 4th: October - December

e.g. If you earn 20 Gold Coins in January 2019, they will expire at the end of March 2021 as it is the first quarter.

You can select any product(s) you wish to redeem on the Rewards page in the app, as long as you meet the required amount of Gold Coins for each product.

You will receive an e-mail notifying you of your redemption, as well as an e-mail to track the package after it has been shipped.

To sign up for a merchant account, you should first get in touch with our customer service. Our sales team will then contact you as soon as we can.

Alternatively, if you are already a Zapper, simply head on to My Account > Tap “Register as Merchant”. Our sales team will contact you for further assistance.

You’ll be able to catapult your business to newer heights, conduct business in a seamless, efficient and quick manner, as well as receive instant yet secure payments. There are no sign-up fees imposed. Also, our sales team will be assisting you during your sign up, ensuring a seamless and effortless experience in the process.

Yes, our sales team will assist you through the verification process.

Our sales team will assist you throughout the registration process to minimize potential issues that could be faced. However, if you have any further queries, please feel free to contact our customer service at 03-7661 6211 or hello@zapp.com.my

Payments will be credited to the company bank account provided in the merchant registration form.

You will be provided with a unique merchant QR code that will be displayed in your store. The customer would have to scan the QR code, key in the amount to pay and click “Confirm” to complete the transaction.

When the payment transaction is successfully performed by a customer, the record will appear in the back-end merchant portal instantly. Merchants can check transactions on the portal anytime.

You will be provided with a merchant username and password to able to access to a back-end merchant portal to view as well as check your sales and payments.

There are no fees because merchants may join us for free.

For Android devices, it is not possible to move Zapp Chat to a memory card (SD card) at this time. We are working on improving our application size and memory utilisation. In the meantime, if you need to free up space for Zapp Chat, we recommend moving other applications and media files to your SD card.

For iOS devices, it is not possible as your device doesn’t allow transfer to external SD cards.

Zapp Chat uses your phone's Internet connection to send and receive messages. As long as you have not exceeded your data limit or are connected to a WiFi network, your service provider should not charge you for messaging over Zapp Chat

Important: Additional mobile data charges may apply if you are on data roaming. If you send SMS messages to your friends inviting them to use Zapp Chat, service charges from your mobile provider may apply.

Step 1. Open A Chat.

Step 2. Tap 'Add' Next To The Text Field And Select One Of These:

  • Fund Transfer (Zapp Premium Account Users Only)
  • Media
  • Files
  • Location
  • Contact

Zapp Chat voice messaging allows you to instantly communicate with contacts and groups. It provides an enriching chat experience, and you can use it to deliver important and time-sensitive information. As such, all voice messages are downloaded automatically.

How to send a voice message:

  • Step 1. Open A Chat
  • Step 2. Tap And Hold The Voice Button Next To The Text Field And Start Speaking.
  • Step 3. Once Finished, Remove Your Finger From The Voice Button.
  • Step 4. The Voice Message Will Be Automatically Sent.

To delete an individual chat:

  • Step 1. Go To The Zapp Chatroom.
  • Step 2. Tap Contact Name To View Profile > Delete Chat

To delete a group chat:

  • Step 1. Go To The Group Chat.
  • Step 2. Tap On Group Name On Top > Choose Exit Group
  • Step 3. Tap On Group Name On Top Again > Choose Delete Group

To create a group chat:

  • Step 1. Tap The Contact Icon On The Top Right Corner > Create Group.
  • Step 2. Select The Contacts You Want To Add Into Your Group.
  • Step 3. Set A Name For Your Group.

You may also add a group icon by tapping the camera icon, where you can either select a photo from your gallery or take a photo with your camera. Once set, the icon will appear next to the group in the Chats tab.

Tap Create when you're done.

To add a new contact, you may:

  • Add A New Contact On Zapp Chat Via Zapp Chat ID; Or
  • Add A New Contact By Scanning The Zapp User’s QR Code.

Voice calling lets you call your contacts using Zapp Chat for free, even if they’re in another country. Voice calling uses your phone’s Internet connection rather than your cellular plan’s voice minutes. Data charges may apply.

To make a voice or video call:

  • A. Open The Chat With The Contact You Want To Call Via Voice Or Video.
  • B. Tap The Phone Icon To Make A Voice Call Or The Video Camera Icon To Make A Video Call.

To block an unknown number:

  • Step 1. Open The Chat With The Selected Contact.
  • Step 2. Tap User Profile > Tap Block.

To unblock a contact:

  • Step 1. Open The Chat With The Selected Contact.
  • Step 2. Tap User Profile > Tap Unblock.

An end-to-end encryption ensures your messages, photos, videos, voice messages, documents, status updates and calls are secured from falling into the wrong hands.

Zapp Chat end-to-end encryption ensures only you and the person you're communicating with are able to read what has been sent. Rest assured that Zapp does not have access to the information. Your messages are secured with locks, and only the recipient and you have the special keys needed to unlock and read your messages. For added protection, every message you send has a unique lock and key. All of this happens automatically.

Important: End-to-end encryption is always active. There is no option to turn off end-to-end encryption.

If you aren’t able to connect to Zapp, this is usually caused by an issue with your Internet connection or your phone's settings.

Most connection issues can be resolved by doing one of the following:

  • Restart your phone, or turn it off and on; or
  • Update Zapp to the latest version available on the App Store or Play Store; or
  • Try connecting to a different WiFi SSID; or
  • Make sure WiFi stays on during sleep mode; or
  • Reboot your WiFi router; or
  • Contact your service provider and make sure your APN settings are configured correctly.

If you are sure your phone is connected to the Internet, there are a few reasons why Zapp Chat messages aren't going through:

  • a. Your phone needs to be restarted or turned off and on.
  • b. The contact you're messaging has blocked your number.

When a message is sent to you via Zapp Chat, your phone will automatically display a push notification to alert you.

iOS apps can provide three types of notifications:

  • Sound: An audible alert plays.
  • Alerts/Banners: An alert or banner appears on the screen.
  • Badges: An image or number appears on the application icon.

For Android 6.0+:

  • Make sure Do Not Disturb is turned off or you have allowed Zapp notifications in priority mode in your phone's Settings app > Sound > Do Not Disturb.
  • Make sure all of Zapp’s permissions are granted in your phone's Settings app > Apps > Zapp > Permissions.

Can’t find the answer to your question? Contact us via any one of the channels below..

Phone 03-76616211
Email hello@zapp.com.my
Mail
  • Customer Service Department
  • I-Serve Payment Gateway Sdn Bhd
  • No. 2-2, Jalan USJ 9/5P, Subang Business Centre,
  • 47620 Subang Jaya, Selangor
  • Malaysia