Got questions? Find answers below or reach out to us.

Frequently Asked Questions

1. Introduction
TrueMoney eWallet App is tailored to fulfill your day-to-day payments and offers the utmost convenience to you by allowing you to make cashless and cardless payments with a lot of exciting perks such as discounts, promotions and rewards coming along with it.

Yes. We are one of the eMoney licensees approved by BNM and listed on the BNM website here: https://www.bnm.gov.my/non-bank-e-money-issuers

You can enjoy the following features:
  • Pay at our participating merchants.
  • Pay your electric, water, phone and assessment tax bills.
  • Top-up phone credits and game credits.
  • Reload your eWallet account.
  • Transfer money to your friends and family.
  • Refer TrueMoney to your friends and family to earn rewards.
You must be 18 years of age or older in order to register and use TrueMoney eWallet.
You can download TrueMoney eWallet App at Malaysia’s Google Playstore and Apple App Store.
2. Registration
  1. Download the TrueMoney eWallet App at Malaysia’s Google Playstore and Apple App Store.
  2. Once downloaded, launch your TrueMoney eWallet App.
  3. Add your phone number to receive a One-Time Password (OTP).
  4. Input the One-Time Password (OTP) code.
  5. Enter your personal details and complete the account verification process to unlock full account features.
  6. Set your 6-digit PIN and press confirm.
Success! You will be taken to the TrueMoney eWallet home screen and you can start using the TrueMoney eWallet services.

eKYC is not mandatory but this may limit you from enjoying TrueMoney eWallet services has to offer with the maximum wallet limit of RM200 only.

By performing the eKYC, you can enjoy all TrueMoney services (e.g. fund transfer) with a higher wallet limit of RM10,000. 

eKYC stands for electronic Know Your Customer which helps to establish the identity of a customer.

By performing the eKYC, you can enjoy all of TrueMoney eWallet services (i.e. fund transfer) with a higher wallet limit (RM10,000)

  1. Launch your TrueMoney eWallet App.
  2. Input your 6-digit PIN on the login screen.
  3. You have successfully logged into the TrueMoney eWallet App.
Reminder: Do not share your OTP and PIN with anyone. Secure your information to keep your TrueMoney eWallet account safe.
3. Reload Money
Yes, you may do so by following steps below:
  1. Launch your TrueMoney eWallet App.
  2. Tap on Wallet Reload.
  3. Choose payment via Credit/Debit Card or Online Banking.
  4. Input reload amount.
  5. You will be directed to our payment gateway website to complete the transaction.
  6. Key in all the required information to complete the transaction.
  7. Success! You have successful reload your TrueMoney eWallet account. A notification will be sent to you
4. Transfer Money
  1. Launch your TrueMoney eWallet App.
  2. Tap on Transfer Money.
  3. Key in the phone number of the recipient.
  4. Enter the amount and notes. Tap Continue.
  5. Review the transaction details and tap Confirm button.
  6. Input your 6-digit PIN and submit.
5. Multiple Device
Yes, you can log in to a different mobile device using your TrueMoney eWallet account with the following steps below:
  1. Launch your TrueMoney eWallet App.
  2. Input your registered phone number on the welcome screen.
  3. Verify your phone number by entering the OTP code sent via SMS.
  4. Enter your 6-digit PIN to log in.
  5. Success! You can now access your TrueMoney eWallet account.
Reminder: Do not share your OTP and PIN with anyone. Secure your information to keep your TrueMoney eWallet account safe.
No, one phone number can only be used for one TrueMoney eWallet account to ensure that your account is safe and secure from any theft or fraud possibilities. If you wish to use another number, you may create another TrueMoney account.
6. Account Security
Please follow the steps below if you forgot your PIN or you got locked out due to failed log-in attempts:
  1. Launch your TrueMoney eWallet App.
  2. Tap reset PIN. If you receive an error message that you have reached your maximum log-in attempts, you will be taken to the “Let’s Find Your Account” screen for account recovery.
  3. Verify your mobile phone number by entering the OTP code that will be sent via SMS.
  4. Enter your registered name and date of birth. Make sure that the details match the information that you shared from your registered account. If the information doesn’t match, we will not be able to provide you with a new PIN.
  5. Key in your 6-digit PIN. Tap Confirm.
  6. If the PIN reset is successful, you will be taken to the TrueMoney eWallet home screen.
Reminder: Do not share your OTP and PIN with anyone. Secure your information to keep your TrueMoney eWallet account safe.
No, because jailbroken devices will compromise the security of TrueMoney eWallet app which may cause your personal data to be stolen by unauthorized parties.

You can contact us to report fraudulent or suspicious transactions by clicking here or following the below steps:

  1. Visit our website https://www.truemoney.com.my/.
  2. Click on the Help button located on our main page bottom right.
  3. Select the Dispute category from the drop-down menu.
  4. Choose the type of Dispute.
  5. Provide full details of the incident and documents if there are any.
  6. Press Send to submit your report.

Kindly note that our business operating hours are Monday to Friday from 10am to 7pm, excluding Public Holidays.

You can contact us to block your account by clicking here or following the below steps:

  1. Visit our website https://www.truemoney.com.my/.
  2. Click on the Help button located on our main page bottom right.
  3. Select the Dispute category from the drop-down menu.
  4. Choose the type of Dispute.
  5. Provide full details of the incident and documents if there are any.
  6. Press Send to submit your report.

Kindly note that our business operating hours are Monday to Friday from 10am to 7pm, excluding Public Holidays.

The following safety tips below will enhance your account security:

  1. Do not share your password and one-time password (OTP).
    Your password and one-time password (OTP) are the first line of defence against potential fraudsters. Never share your password and one-time password (OTP) with anyone under any circumstances.
  2. Create strong passwords and update them regularly.
    Use a unique password that’s hard to guess, including a mix of lower and upper case letters, numbers, and special characters. Do not use sensitive personal information such as date of birth, phone number, or IC numbers as your password.
  3. Change your password and TrueMoney PIN regularly.
    Do not reuse your old password or password associated with other accounts. The more often you change your passwords, the safer you will be in the long run. Keeping your passwords updated regularly improves your online security.
  4. Do not install apps from unknown sources.
    Use only the official TrueMoney app downloaded from Google Play or Apple App Store.
  5. Do not open suspicious text, pop-up windows, or emails.
    Scammers pretend to be reputable companies, friends, or acquaintances in a fake message containing a link to a phishing website. Do not open suspicious text, pop-up windows, or click on links or attachments in emails, just delete them.
  6. Do not make financial transactions on an open public Wi-Fi network.
    Many of us will have used free public Wi-Fi at some point, perhaps in airports, hotels, or restaurants but we may be risking our privacy when we do so. Hackers can capture personal information exchanged over public internet connections, which many people may not realize.
  7. Do not share sensitive information with others.
    Please do not share sensitive information associated with your TrueMoney account with anyone. IMPORTANT: TrueMoney will never ask for your password, SMS OTPs, TrueMoney PIN, and credit card details.
  8. Protect yourself from fraud.
    Scammers often look to exploit unsuspecting users. They can try to take control of your financial accounts and funds through a technique called phishing. They create fake websites, emails, or instant messages that look authentic, to trick you into revealing your personal information such as your login details, SMS OTPs, TrueMoney PIN, and credit card details. Once your details are exposed, the fraudster can make unauthorised charges to your credit cards or e-wallets. Victims of phishing can end up with a huge financial loss.
  9. Look out for phishing attempts.
    Learn to identify the signs of a phishing attempt. Phishing messages could be in the form of emails, instant messages, or even phone calls. On the surface, phishing messages might look legitimate and ask you to verify an unauthorised transaction, review a payment or perform any other action. However, upon closer inspection, you will notice signs that indicate it’s a phishing attempt.

Scammers use email, text messages, or even call you to trick you into giving them your personal information. They may try to steal your passwords, personal information, and financial information. If they get that information, they could gain access to your email, bank, or financial accounts. Scammers launch thousands of phishing attacks every day. Scammers often update their tactics, but some signs will help you recognize a phishing email or text message. Phishing emails and text messages may look like they’re from a company you know or trust. They may look like they’re from a bank, a well-known company, a government agency, an online payment website or app, or an online store. Phishing emails and text messages often tell a story to trick you into clicking on a link or opening an attachment. Fraudsters are commonly used the below way: 

  • Claim that they have noticed suspicious activity or login attempts to your account.
  • Claim that there’s a problem with your account or your payment information.
  • Offer an attractive discount voucher by confirming your personal information.
  • Claim that you have uncleared summoned by local authorities.
  • Claim that you are eligible to win a prize.
  • Want you to click on an email or text message link to make a payment.
  • Claim that you have pending unclaimed funds to be transferred to you.

If you believe your payment details have been compromised, please contact your bank immediately to block your credit or debit card.

If you have shared your TrueMoney app login credentials or suspect unauthorised activities or unauthorised transactions from your account, please reset the password and TrueMoney PIN and report to us by clicking here.

7. Account Termination
You can contact us to terminate your account by clicking here or following the below steps:
  1. Visit our website https://www.truemoney.com.my/.
  2. Click on the Help button located on our main page bottom right.
  3. Select the Account category from the drop-down menu.
  4. Choose the Termination Account.
  5. Let us know why you wish to terminate your account.
  6. Press Send to submit your report.
Kindly note that our business operating hours are Monday to Friday from 10am to 7pm, excluding Public Holidays.

Upon termination of the user’s TrueMoney eWallet account, the balance of funds in the eWallet account shall be refunded to the user after thirty (30) business days from the said termination subject to confirmation provided to TrueMoney eWallet customer service team.

8. Dispute

For any disputes, kindly contact our customer service at [email protected] 

If you are not satisfied with our decision, please refer your dispute to the Ombudsman for Financial Services (OFS) within six months from the date of our decision. The procedure for lodging a dispute with OFS is provided in the attached pamphlet on “Resolution of Financial Disputes“.

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Contact Us

Business Address : 
True Money Malaysia Sdn. Bhd. 
Unit L4-01, Level 4, Wisma Tune, No. 19, Lorong Dungun, Off Jalan Dungun, 50490 Kuala Lumpur.

Customer Service Email :
[email protected]

Talk to our friendly Customer Service via Live Chat:
Click on the orange Chat icon on the bottom right of your screen to start chatting!
Available from Monday to Friday, 10 am until 7 pm, excluding Public Holidays.

© True Money Malaysia Sdn. Bhd. All Rights Reserved