FAQ

About the Touch ‘n Go eWallet


Q:

What is the Touch ‘n Go eWallet?

A:

The Touch ‘n Go eWallet is an electronic wallet (e-wallet) that holds electronic money (e-money). This service via mobile application is offered by TNG Digital Sdn. Bhd. (TNGD). The Touch ‘n Go eWallet provides services such as reloads, payments, funds transfer, via your smart phone, anywhere and anytime within Malaysia.

Q:

What can I do with my Touch ‘n Go eWallet?

A:

The Touch ‘n Go eWallet offers many attractive features that make your life more convenient.

  • Transfer money to other Touch ‘n Go eWallet users
  • Reload your mobile prepaid
  • Pay for your utilities and postpaid bills
  • Purchase movie and flight tickets
  • QR code payment at participating Touch ‘n Go eWallet merchants
  • Dynamic QR code payment at participating Touch ‘n Go eWallet merchants
  • To pay tolls via RFID feature and TNG Card feature
Q:

I am already a registered user on the MYTouchnGo Portal. Does that mean I automatically have a Touch ‘n Go eWallet account?

A:

No. You are still required to download and register the Touch ‘n Go eWallet account. The MYTouchnGo Portal only manages your Touch ‘n Go cards while the Touch ‘n Go eWallet is an eWallet that allows you to make payments and more via the mobile app.

Q:

Does this mean I do not have to use the Touch ‘n Go Card to pay tolls, transit fares, etc.?

A:

No. You can still use your Touch ‘n Go card to pay for tolls, transit and parking.

Q:

Is the Touch ‘n Go eWallet licensed by Bank Negara Malaysia?

A:

Yes, the Touch ‘n Go eWallet is licensed by Bank Negara Malaysia (BNM). You may find us listed on the Bank Negara Malaysia website here: http://www.bnm.gov.my/index.php?ch=ps&pg=ps_regulatees

Q:

Are there any fees that I need to pay to use the Touch ‘n Go eWallet ?

A:

No there is no fees imposed for using the Touch ‘n Go eWallet.

Q:

Is my personal information safe?

A:

TNGD assures that your personal information will not be shared or sold to any other parties, in accordance with the PDPA Act. If you given us the concerns by ticking the checkbox in edit profile, your email will be shared to our 3rd parties partner. You may read more about our privacy policy from http://www.touchngo.com.my/CMS/Footer/Privacy-Policy/

Q:

Where can I find out more about the Touch ‘n Go eWallet and any of its functions?

A:

Touch ‘n Go eWallet Registration


Q:

What is OTP?

A:

OTP is One Time Password that is valid for one transaction only.

Q:

Do I need to create a Touch ‘n Go eWallet 6-digit PIN?

A:

Yes. This is your personal PIN that is a security measure to prevent any unauthorised transactions using the eWallet.

Q:

What do I need to do if I forgot my Login ID/password?

A:

Click “Forgot Your ID or Password?” to set up your new login details. Follow the steps listed below:

  • Forgot Log In:
    1. Key in IC type, your registered IC number and answer the security question
    2. You will receive a login ID to the registered phone number through SMS
  • Forgot Password:
    1. Key in your LogIn ID and answer a security question
    2. Set up a new password.
Q:

What do I need to do if I forgot / want to change my Security Questions?

A:

You may use these simple steps:

  • Click on the “reactivate your account?” at the Touch ‘n Go eWallet login page.
  • Click “Reset Security Question”
  • Key in Login ID and reset code (can be obtained by calling Customer Careline at 03-27148888
  • Receive the reset code via SMS on your registered mobile number
  • Set up new security question and answer
Q:

What do I do if I forgot my 6-Digit PIN?

A:

Follow these simple steps:

  • Click user profile icon
  • Click forgot 6-Digit-Pin
  • Answer security question
  • Set up new 6-Digit-Pin
Q:

Will I be able to change my personal details?

A:

Yes you can by clicking on “Edit profile” icon and answering the security question to proceed.

Q:

How many accounts can I register?

A:

Each valid IC (Mykad/Army/Police/Passport) is only entitled to have ONE Touch ‘n Go eWallet account. Each account is allowed to link ONE unique mobile number.

Q:

Can I change my mobile number?

A:

Yes, you can change your mobile number by calling our Customer Careline at 0327148888

Q:

If I’m a foreigner, can I register for a Touch ‘n Go eWallet account?

A:

Yes you can. However, you will need either a Malaysian or Singaporean mobile number to register.

Q:

Can I cash out from my Touch ‘n Go eWallet account?

A:

You can cash out from your eWallet by calling our Customer Careline at 03-2714 8888.

Q:

How do I terminate my account?

A:

You can terminate your Touch ’n Go eWallet account by calling our Customer Careline at 03-2714 8888

Q:

What happens to the balance after I terminate my account?

A:

The balance in your account will be refunded to your bank account.

Q:

Can I re-register for a new eWallet after termination?

A:

Yes you can, by going through the registration process all over again. But, you CANNOT use your previous login ID for a new account.

Touch ‘n Go eWallet Size


Q:

How many types of wallet are there?

A:

There are 3 types of wallet sizes that you can choose to register with:

  • A default wallet size of RM200 is added to your account once you’ve downloaded and registered.
  • By registering and linking with our credit/debit card, your eWallet size will be increased to RM1,500.
  • If you register for an RFID tag at appointed Fitment Centre into the eWallet, you will be granted a higher wallet size of RM5,000.
Q:

Are there any limitations for wallet usage?

A:

Yes. The daily limitations are explained as below:

  • Daily transaction limit to be RM1,000 across all mobile platforms
  • Daily transaction limit to be RM1,000 for all wallet sizes (RM200, RM1500 and RM5000)
  • Daily transaction limit includes the following transactions, where the status is SUCCESSFUL only:
    1. In-app payment
    2. QR code payment
    3. Money transfer to another eWallet user
Q:

Can I transfer my money to other eWallet users?

A:

Yes you can by clicking the “Transfer” icon on the home-screen.

Q:

Is there a maximum amount for daily money transfers?

A:

Yes, the maximum amount is subject to your daily transaction limit based on your eWallet size. Please note that users with eWallet size of RM200 are not able to transfer money.

Reload


Q:

How can I reload my Touch ‘n Go eWallet account?

A:

You can reload your account via online banking (FPX), debit/credit card and Touch ‘n Go eWallet Reload Pin.

Q:

What is Touch ‘n Go Reload PIN?

A:

It is a soft pin based reload function. You can purchase the soft pin at participating merchant outlet as listed in our website. List of participating merchants is updated periodically.

Q:

What is the minimum and maximum reload amount?

A:

The minimum reload amount is RM10 for all wallet sizes and the maximum reload for RM200 wallet sizes (including Singaporean) in RM200.For RM1500 and RM5000 wallet sizes, there is a maximum of RM500 per transaction.

Q:

What happens if my reload transaction is not reflected in my account?

A:

Please call our Customer Careline 03-2714 8888 for us to investigate the transaction.

Q:

Can I perform transactions via the Touch ‘n Go eWallet in different currencies?

A:

No. All transactions performed via the Touch ‘n Go eWallet is in Malaysian Ringgit only.

Auto reload


Q:

What is auto-reload?

A:

Auto-reload is a reload function that allows you to set a desired amount to be auto-debited from an authorised credit card. This amount will be auto-reloaded to Touch ‘n Go eWallet when the eWallet balance falls below the minimum balance (threshold) set by you.

Q:

How do I activate the auto-reload function?

A:

Step 1 :Launch the Touch ‘n Go eWallet app.

Step 2 :Tap “Reload eWallet” icon, and tap “Auto-reload” icon.

Step 3 :If user has already saved a favourite credit card in their Touch ‘n Go eWallet, skip to step 6.

Step 4 :Users are required to enter credit card details, check the consent box to authorize Touch ‘n Go eWallet to charge RM1 for verification purposes and click the ‘Add This Card’ Button. RM1 will be refunded upon successful verification.

Step 5 :Users will be redirected to card issuing bank page where users need to enter the One Time Password (OTP) received via SMS from the card issuing bank.

Step 6 :Users get to select threshold amount (RM20 – RM100) and their desired auto-reload amount (RM20, RM50, RM100, RM150, RM200 or RM250)

Step 7 :Select one favourite credit card. Debit cards are not supported for the auto-reload function.

Step 8 :Tap “Save” and you’re done!

Q:

When will my Touch ‘n Go eWallet auto-reload itself?

A:

Auto-reload will be triggered when the eWallet balance is lower than the threshold amount set by user.

Q:

How do I know if my Touch ‘n Go eWallet has been auto-reloaded ?

A:

You will receive an in-app notification in your eWallet on your auto-reload status (successful/unsuccessful).

Q:

Why is my auto-reload status unsuccessful?

A:

Your auto-reload status may be unsuccessful due to the payment authorisation request was declined by your issuing bank. This may be due to your credit limit has been reached, card was expired or card was flagged with suspicious activity. Please contact your card issuing bank to rectify this.

Q:

Which bank cards are supported for this auto-reload function?

A:

Only MasterCard or Visa credit card issued by banks in Malaysia and Singapore are supported at the moment.

Q:

Are there any extra charges after enabling the auto-reload function?

A:

No, there are no extra charges.

Q:

Can I change my auto-reload settings?

A:

Yes. Tap ‘Edit’ in Auto-reload Set Up page to edit Threshold Amount, Auto-reload Amount or your Favourite Card.

Q:

Can I disable the Auto-reload function?

A:

Yes, you can disable this function anytime you wish. Go to the Auto-reload Set Up page to toggle the on/off button.

Q:

Can I re-enable the auto-reload function?

A:

Yes, you can re-enable this function anytime you wish. Go to the Auto-reload Set Up page to toggle the on/off button.

Payment


Q:

How do I pay with the Touch ‘n Go eWallet using QR Code at Merchant’s outlet?

A:

There are 2 ways to pay using the QR code:

  • Merchants scan User’s QR code
    1. Step 1: Launch the Touch ‘n Go eWallet mobile application
    2. Step 2: Choose “Pay” icon and key in your 6-digit PIN
    3. Step 3: Show QR Code to merchant
    4. Step 4: Merchant scan User’s QR code
    5. Step 5: Payment complete!
  • Users scan Merchant’s code
    1. Step 1: Launch the Touch ‘n Go eWallet mobile application
    2. Step 2: Choose “Scan” icon
    3. Step 3: Scan Merchant’s QR code
    4. Step 4: Enter amount to pay
    5. Step 5: Key in your 6-Digit PIN
    6. i. Step 6: Payment complete!
Q:

Where can I review my transaction history?

A:

You can search and view your recent transactions by clicking on “Transaction history”.

Q:

I need a statement of my transactions. Can I download/view and email the e-statement?

A:

Yes. You can choose to email your transactions to your email address from the “Transaction history” section.

Q:

Will I be able to view my latest transactions immediately?

A:

Yes, you can view your latest transactions on the Touch ‘n Go eWallet immediately upon completing any transactions in your “inbox” or “Transaction history”.

Q:

How long will the transaction history records be kept?

A:

You will only be able to view your transactions done over the last 30 days (1 month).

Refund


Q:

If I terminate my Touch ‘n Go eWallet and still have balance in it, how long does it take to refund? Balance will be refunded to your bank account by the following cases:

A:
Category SLA Refund Mode
Account termination 14 days Refund into customer’s bank account
Adjustment - unsuccessful reload T + 2 working days Refund into customer’s eWallet account
Adjustment - unsuccessful purchase T + 2 working days Refund into customer’s eWallet account
Adjustment - overcharge of RFID* transactions Immediate upon receiving instruction from toll service providers Refund into customer’s eWallet account

*RFID is currently open to selected users for testing.

Security


Q:

How do I ensure that my account is secure?

A:

Make sure you activate your smartphone auto-lock-screen
NEVER share your 6 Digit PIN with anyone

Q:

My account has been suspended. Can I reactivate my suspended account?

A:

Yes, you can reactivate any suspended account by following the steps below:

  • Step 1: Click “Reactivate your account” at login page
  • Step 2: Click Reactivate Account
  • Step 3: Input Login ID, Security Question and Answer
  • Step 4: Click to receive OTP
  • Step 5: Key in OTP
  • Step 6: Account successfully activated
Q:

What should I do if I lose my smartphone that has my Touch ‘n Go eWallet account?

A:

Please follow these few steps:

  • Step 1: Contact our Customer Careline at 03-2174 8888 to immediately suspend your Touch n’ Go eWallet account.
    This is to protect your balance in your Touch n’ Go eWallet account
  • Step 2: Contact your mobile service provider to block your SIM card immediately to avoid any attempt to request OTP to reset your Touch n’ Go eWallet password/ PIN

Jailbroken/Rooted Devices


Q:

What does “jailbroken/rooted device” mean?

A:

Jailbreaking refers to the process of removing all restrictions imposed on an iOS device. iOS devices that are vulnerable to being jailbroken include but are not limited to; Apple iPad, Apple iPod Touch, Apple TV 2 and all Apple iPhone smartphones.

Rooting is the process of allowing users of smartphones, tablets and other devices running the Android mobile operating system to attain privileged control (known as root access) over various Android subsystems.

Jailbreaking and rooting allow root access to system files that can be manipulated to enable installation of apps, themes, and extensions that are not supported by Apple and Android, or unavailable for download on Apple App Store and Google Play Store.

Q:

Can I access and log in to the Touch ‘n Go eWallet app using a jailbroken/rooted device?

A:

No, you will not be able to access and log in to the Touch ‘n Go eWallet app using a jailbroken/rooted device.

Q:

Can I log in to my Touch ‘n Go eWallet account using another device that is not jailbroken/rooted?

A:

Yes, you can log in to your Touch ‘n Go eWallet account using another device as long as it is not jailbroken/rooted.

Q:

If I log in to my Touch ‘n Go eWallet account using a jailbroken/rooted device, will my Touch ‘n Go eWallet account be suspended?

A:

No, your Touch ‘n Go eWallet account will not be suspended. You can still log in and access the Touch ‘n Go eWallet app using a non-jailbroken/rooted device.

Q:

Can I continue enjoying the RFID and/or the “TNG Card” feature?

A:

Yes, you can still use the RFID and/or the “TNG Card” feature. However, to reload the Touch ‘n Go eWallet, you will need to log in to your Touch ‘n Go eWallet account using a non- jailbroken/rooted device.

Q:

Why is the Touch ‘n Go eWallet app not supported on jailbroken/rooted devices?

A:

The Touch ‘n Go eWallet app is a trusted platform for users to make secured and protected transactions. The Touch ‘n Go eWallet app does not support any illegally modified devices such as, jailbroken/rooted devices or any device that has been altered in any way.

Contact Us


Q:

Who can I contact if I have more questions?

A:

For further inquiries, please contact our Customer Careline at 03-2714 8888. We will be glad to assist you.

PayDirect


Q:

What is PayDirect?

A:

PayDirect enables users to add up to three (3) physical Touch ‘n Go cards into the eWallet for toll usage.


The physical Touch ‘n Go card that has been added into the eWallet will be used as a medium to pass through “Touch ‘n Go” and “SmartTAG” lanes at participating highways.


When users pass through the toll booths, the toll fares will be deducted from the eWallet. If the eWallet does not have sufficient funds, fares will be deducted from the card.

Q:

Who is eligible for PayDirect?

A:

Registered Touch ‘n Go eWallet users who have added their physical Touch ‘n Go card into the eWallet.

Q:

How do I start using PayDirect?

A:

Follow the below step: 


Step 1   : Launch your Touch ‘n Go eWallet app.


Step 2   : Tap on PayDirect icon to add a Touch ‘n Go card (if you do not have a Touch ‘n Go card  added into your eWallet)

    : Tap on PayDirect icon to check the consent box (if you have a Touch ‘n Go card added into your eWallet)


Step 3   : Reload your eWallet via credit/debit card, FPX online banking or TNG Reload PIN.


Step 4   :  Use the physical Touch ‘n Go card as you normally do at the toll booths of participating highways (tap the reader or via SmartTAG)


Step 5   : The toll fares will be deducted directly from your eWallet.

Q:

Do I have to open the Touch ‘n Go eWallet each time I pass through the toll?

A:

No, just use the added Touch ‘n Go card as usual to pay tolls (either tap the reader or via SmartTAG) at participating highways. The toll fare will be deducted directly from your Touch ‘n Go eWallet.

Q:

Can I use PayDirect at any toll plazas?

A:

PayDirect is only available at all Klang Valley Open-Toll System. The list of participating highways can be found at https://www.tngdigital.com.my/paydirect

Q:

Does that mean I can use PayDirect in any highways in Klang Valley?

A:

No. Currently, PayDirect is only available at all Open-Toll System Highways in Klang Valley.

Q:

What are Open-Toll System Highways?

A:

In Malaysia, there are 2 types of toll system; open and closed.


OpenToll System Highways are the ones that you pay toll (fixed amount) at toll booths on a certain sections of the highway. Example: E7 Cheras-Kajang Highway, E35 Guthrie Corridor Highway.


Closed-Toll System Highways are the ones which you take a Transit Ticket when you enter and pay toll (based on time and/or distance) when you exit. Example: E6 North-South Expressway, Central Link (ELITE)


There are also highways which employ both systems along its stretch, hence it shall be referred to as a Mixed-Toll System when the entire highway stretch is mentioned. Example: E1 North-South Expressway, Northern Route.

Q:

Why should I use PayDirect?

  • With PayDirect, you can pass through tolls at ease, without the need to reload your physical Touch ‘n Go card at physical touchpoints. 
  • You just need to ensure that your eWallet has sufficient balance - and you can reload anytime, anywhere. You will no longer need to worry about insufficient funds in your physical Touch ‘n Go card at tolls. 
  • You can view the balance and transaction history of your Touch ‘n Go card up to 90 days.
  • The Touch ‘n Go card balance is updated every 48 hours. 

Q:

Does this mean I no longer have to reload my Touch ‘n Go card?

A:

No. The balance in the Touch ‘n Go card and the eWallet are separate and not interchangeable. However, with PayDirect, the toll fares are deducted directly from your eWallet. Hence, you just have to ensure sufficient fund in your eWallet and do not have to worry about reloading your Touch ‘n Go card for toll payments.

Q:

If I were to reload RM 5 into my Touch ‘n Go eWallet, does this mean my Touch ‘n Go card will have the RM 5 credit?

A:

No. The balance in the Touch ‘n Go card and the eWallet are separate and not interchangeable.

Q:

What happens if I do not have sufficient funds in my Touch ‘n Go eWallet?

A:

You can still pass through the toll if your Touch ‘n Go card has sufficient fund as the toll fare will be deducted from your Touch ‘n Go card.

Q:

What happens if I do not have sufficient funds in both my Touch ‘n Go eWallet and Touch ‘n Go card?

A:

You will not be able to pass through the toll.

Q:

I have RM 2 in my Touch ‘n Go eWallet and RM 1 in my Touch ‘n Go card. If the toll fare is RM 3, can I pass through the toll?

A:

No, because the balance in the Touch ‘n Go card and the eWallet are separate and not interchangeable. The toll fare deduction can only be done from one source of fund at a time and thus, you will not be able to pass through the toll.

Q:

My phone ran out of battery. Will I still be able to pass through the toll?

A:

Yes, provided there is sufficient balance in the Touch ‘n Go eWallet or Touch ‘n Go card.

Q:

What cards can I add into the TNG eWallet?

A:

You can add any TNG card and MyKad into the TNG eWallet except Fleet Pass Card and Zing Card (Credit Card/Debit Card with auto reload feature).

Q:

How do I add my TNG card into my TNG eWallet?

A:

You can add your TNG card into your TNG eWallet in 2 simple steps:

i. Enter your 10-digit TNG card serial number

ii. Key in your 6-digit PIN

Q:

How do I find the 10-digit serial number of my TNG card?

A:

The 10-digit serial number is at the back of your TNG card.

Q:

I want to add my MyKad into the TNG eWallet. Where can I locate the serial number of my MyKad?

A:

The 10-digit serial number of your MyKad can be found on the receipt when you reload your MyKad. You may also retrieve it at your MyTouchnGo Portal account via https://tngportal.touchngo.com.my/tngPortal/login.

Q:

How many cards can I add into my TNG eWallet?

A:

Each TNG eWallet account allows you to add up to 3 cards.

Q:

How do I know the status of my TNG card?

A:

The colour of your TNG card on your TNG eWallet indicates the status of your TNG card.

Q:

Why is my TNG card inactive?

A:

Your TNG card may be inactive because:

• Your TNG card has expired; or

• Your TNG card expires within 6 months; or

• Your TNG card has been added to another TNG eWallet

If any of the reasons above does not apply to you, please contact Careline at 03-2714 8888 for further assistance.

Q:

Can I remove my TNG card from the TNG eWallet?

A:

Yes, you can easily remove your TNG Card by performing the steps below:

i. Tap on TNG Card icon

ii. Select the TNG Card you would like to remove

iii. Click the top right icon

iv. Choose Remove Card.

Q:

I have removed my TNG card from my TNG eWallet. Can I add it back?

A:

Yes. You can always add your TNG card back into your TNG eWallet after it has been removed.

Q:

How often is the balance of my TNG card updated in the TNG eWallet?

A:

All payments made from your TNG card will be recorded and updated in your transaction history within 48 hours from the time of the actual transaction.

Q:

Can I transfer my TNG card balance to another TNG card?

A:

This function is not available at the moment.

Q:

How many TNG card transactions can I view on my TNG eWallet?

A:

You can view up to 90 days of your TNG card transactions.

Q:

What kind of TNG card transactions can I view on my TNG eWallet?

A:

To date, you can view TNG card transactions listed below:

i. Toll transactions

ii. Transit transactions

iii.Retail transactions

iv. Parking transactions

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