Frequently Asked Questions

About Payex

  • What is Payex?

    Payex is a payment gateway licensed by Bank Negara Malaysia. Payex allows businesses to securely process transactions made through various payment methods, such as credit and debit cards, e-wallets, and FPX bank transfers.

  • What are the Payment methods supported by Payex?
    • FPX online banking: corporate & personal banking
    • E-wallets: Touch ‘n Go eWallet, GrabPay, ShopeePay, DuitNow QR
    • Credit & Debit Cards: Visa, Mastercard, UnionPay, Foreign Card
    • Subscription Payment: auto & direct debit from cards and bank accounts
    • 0% Credit Card Instalment Payment Plan (IPP) via Ezbeli
    • BNPL: Riipay, Grab PayLater, Shopback & Atome
  • Which are the website platforms supported by Payex?
    • AdsHelper
    • Dwebly
    • Easystore
    • Ecwid
    • Ezlive.biz
    • Megadian
    • Magento 2
    • OpenCart 3
    • Shopify
    • WooCommerce
    • WooCommerce Subscription
  • Is Payex licensed?

    Yes, Payex is licensed by Bank Negara Malaysia. You may refer to this list and find “Payex PLT” under Merchant Acquiring Services > Non banks

    https://www.bnm.gov.my/list-of-regulatees 

  • Why is it important to choose a licensed payment gateway?

    Security: Licensed payment gateways are regulated and subject to strict security standards. They are required to implement various measures to protect sensitive data and prevent fraud, such as encryption, tokenization, and two-factor authentication. Choosing a licensed payment gateway helps ensure that your customers' payment data is secure and protected.

    Legal compliance: Licensed payment gateways are required to comply with various laws and regulations, including data protection and privacy laws, anti-money laundering laws, and consumer protection laws. Failure to comply with these laws can result in fines, legal action, and damage to your business's reputation.

    Reliability: Licensed payment gateways are typically more reliable than unlicensed ones. They are subject to regular audits and inspections to ensure that they are operating effectively and efficiently. They also have dedicated support teams that can assist you if you encounter any issues or problems.

    Trust: Choosing a licensed payment gateway can help build trust with your customers. Customers are more likely to trust a business that uses a reputable and licensed payment gateway, as it signals that the business takes security and compliance seriously.

  • Is Payex PCI DSS compliant?

    Yes, Payex is PCI DSS compliant. Your data and your customers’ data are secured in Payex’s system.

Registration

  • Is Registration free of charge?

    Yes, registration is free of charge

  • How to register as a Payex merchant?

    Click ‘Sign Up” > fill out the registration form > upload documents > submit

  • What are the required documents?
    1. Copy of your IC (Front & back)
    2. Company certificate
    3. SSM company profile containing company’s director & shareholder’s information
    4. Latest 1 month bank’s statement
    5. Photo of both exterior & interior of your shop/office/workplace/stocks
    6. Any relevant licences for the nature of your business (if applicable)
  • Are there any requirements and restrictions?
    • Applicants must be companies registered with SSM
    • Prohibited businesses, such as gambling and unlicensed alcohol sales, are not allowed
  • Can I use Payex if I don’t have a website or any online system for my business?

    Yes, you may apply and use Payex services as long as you have a registered business. We have free tools such as payment links, QR codes and shopping cart features supporting businesses without an existing online system.

  • Do I have to submit my application in person or online?

    All of our application processes are done online. You do not have to submit your application in person.

  • What happens after I submit my application?

    Upon submission, our team will begin to review your application. Successful applications will be notified via email and WhatsApp within 1-3 working days.

    If your application requires additional supporting documents, you will be contacted via WhatsApp using the contact information provided in your application within 3 working days regarding your application.

  • How long will the approval take?

    1-3 working days

    It has been more than 3 working days since I submitted an application but I have not received any email from Payex.

    Kindly check your registered email and WhatsApp. If you have not received any message from us, please contact us at operation@payex.io 

  • My website is not ready, how do I apply for an account?

    You may still proceed to submit your application by providing us your website domain name.

Fees

  • Are there any registration fees, admin fees or annual fees charged for using Payex?

    No, there are no registration fees, admin fees, annual fees or any hidden fees charged for using Payex. We operate with a Pay-as-you-earn model, whereby we only charge transaction fees from your sales.

  • How do Payex charge me?

    Starter plan: transaction fees only

    SME plan: monthly fee of RM88 & transaction fees

    There are no other admin fees or hidden fees involved!

  • What pricing plans does Payex offer?

    See pricing plan 

    Channels
    Starter Plan
    SME Plan
    Monthly Fee
    RM0
    RM88/mth
    Card
    Local credit card*
    2.00%
    1.70%
    Local debit card*
    1.20%
    1.00%
    Foreign card*
    2.80%
    2.65%
    Online Banking
    FPX (CASA), personal*
    RM1.20
    RM0.99
    FPX (CASA), corporate*
    RM2.50
    RM2.00
    FPX (credit card), personal*
    1.50% + RM1.00
    1.25% + RM1.00
    FPX (credit card), corporate*
    1.50% + RM1.50
    1.25% + RM1.50
    e-Wallet*
    GrabPay
    1.30%
    1.10%
    Touch 'n Go eWallet
    1.30%
    1.10%
    ShopeePay
    1.30%
    1.10%
    WeChat
    1.30%
    1.10%
    Alipay
    1.40%
    1.20%
    Add-On Services (free of charge)
    Subscription (Auto-billing)
    Subscription via online banking (bank account)**
    1.00% + RM1.00
    0.80% + RM1.00
    Subscription via online banking (credit card)**
    1.00% + RM1.00
    0.80% + RM1.00
    Subscription via Visa / Mastercard (credit card)***
    2.00%
    1.70%
    Subscription via Visa / Mastercard (debit card)***
    1.20%
    1.00%
    Subscription via Visa / Mastercard (foreign card)***
    3.00%
    2.80%
    Multi-Currency (Cross-border)
    Multi-currency payment
    6.00% + 2.00%
    5.00% + 2.00%
    IPP or BNPL
    Credit Card Instalment Payment Plan (IPP)
    Buy-Now-Pay-Later (BNPL)
    Value-Added Services
    Delivery pickup
    RM1 per pickup
    Free
    Unlimited subaccount creation
    Free
    Free
    1-page shopping cart
    Free
    Free
    End-to-end system integration
    Free
    Free

  • How are transaction fees calculated?

    Transaction fees are typically calculated based on the payment method used. Here are explanation to our transaction fees calculation:

    Percentage-based fee: These transaction fees are calculated as a percentage of the total transaction amount. For example, a 1% fee on a RM100 transaction would result in a RM1 fee.

    Flat fee: These are fixed fees charged for each transaction, regardless of the transaction amount. For example, a RM0.99 fee per transaction would apply regardless of whether the transaction amount is RM10 or RM1,000.

  • Are there any other charges applied?

    There are no other charges applied. All other tools and services provided by Payex are free of charge.

  • Is there any contract bound upon registration?

    No, there is no contract.

  • Can I change between Starter plan and SME plan?

    Yes, you may switch between plans whenever you wish to by contacting us at merchantsupport@payex.io

My Account & Dashboard

  • How to set up my dashboard account?

    Upon your account approval, you will receive an email to set up your Payex portal account for your dashboard.

  • How do I login to my account?

    Head to the login page. Key in your access email and your password.

  • How do I edit my account details?

    Log on to https://portal.payex.io/Home 

    Click “Setting” to change / update your details

  • Can I invite team members to access my account?

    Yes. please refer to this user guide (https://payexpublic.blob.core.windows.net/storage/guides/portal_add_users.pdf )

  • How do I reset/change my password?

    Click on ‘forgot password’ at the login page and follow the instructions sent to your contact email.

  • How do I close my account?

    Please send your request to merchantsupport@payex.io

  • Can I change my plan to Starter/SME plan?

    Yes, you may change between plans any time if you wish. All you have to do is send your request to merchantsupport@payex.io

  • How do I change my access email?

    Please send your request to merchantsupport@payex.io

Settlements

  • How does Payex settle my funds?

    Your settlement will automatically be credited to your registered bank account

  • How do I change my bank account details?

    Please send your request to merchantsupport@payex.io

  • Are there any minimum amount to reach for the settlement to be credited?

    No, there is no minimum amount.

  • How to check if I have received my settlement?

    Log on to https://portal.payex.io/Home 

    Click “Settlement” to view all settlements

  • Why haven’t I received my settlement?

    Please wait for 1 more working day to check if your settlement is credited. Do contact us at merchantsupport@payex.io for further assistance.

Tutorials

Referral

  • Tell me more about Payex’s referral programme

    Our referral system operates on a profit-sharing basis, where you can refer customers to us and earn as they transact with Payex.

  • How to be Payex’s referral?

    Click here and fill out the Referral Form

  • How to get my referral link?

    Log in to Payex Portal > click Setting > select Registration Link > select Referral > copy the link > Send the link to your new merchant for them to register with Payex

Refunds, Disputes and Payment Issues

  • I am a Payex merchant, how do I make a refund to my customer?

    Log on to https://portal.payex.io/Home 

    Click “Transaction” > select the relevant transactions > click “refund”

  • I am a customer, how do I request a refund for a purchase made through Payex?

    Please contact the seller for a refund request.

  • My customer’s card payment has declined. What should I do?

    Please get the cardholder to contact their card issuing bank to resolve the issue.

  • I received an email stating that I have been charged by Payex but I didn’t make any transaction. What should I do?

    Please email to merchantsupport@payex.io and provide us with the transaction details, including attachments of proof that your card has been charged by Payex. We will conduct an investigation and revert within 3 working days.

  • A customer has filed a dispute to their payment. What should I do?

    Please email to merchantsupport@payex.io and provide us the relevant invoice / supporting document

Others

  • Can I have a demo account / sandbox testing environment?

    Yes. Please contact us at merchantsupport@payex.io for it.

  • Do you support multi- currency?

    Yes, do contact us for more information at merchantsupport@payex.io

  • What are the operation hours of Payex’s customer support?

    Our support team is available from Monday to Friday, at 9.00 am – 5.30 pm. 

Payex is part of Xendit, an online payment gateway company in SEA. Xendit gained Unicorn status in September 2021, and is currently backed by various international investors from Silicon Valley and Asia. Licensed by Bank Negara Malaysia.

Copyright © 2024 Payex PLT. All rights reserved.

contact@payex.io

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