FAQ
HOW DO I REGISTER TO BE A TESTER DURING “PILOT LIVE”?
Step 1: Please visit www.justpay.net.my and a pop-up subscribe form will be displayed. Please submit user email address.
Step 2: User will receive an email to provide Name and Mobile Number.
Step 3: After user have received the email notification, proceed to Playstore or Appstore to download justPay application.
WHY DO I NEED TO REGISTER TO USE THE APPLICATION?
justPay application requires user to register to use the application.
I HAVE REGISTERED AN ACCOUNT AND DO I NEED TO ACTIVATE IT TO LOGIN?
Once registered, user account will be activated automatically.
HOW DO I RESET OR CHANGE MY PASSCODE?
Click on the reset passcode. Then key in your mobile number, you shall receive a new six-digit OTP code. Key in the six-digit OTP code to relog in.
FAQ
WHY DID MY REGISTRATION FAIL?
Your registration may have failed because you may be using an invalid mobile number.
ONCE REGISTERED, CAN I CHANGE MY PERSONAL DETAILS?
No. Users are not able to change their personal details at this moment.
HOW SECURE IS MY PERSONAL DETAILS?
All Personal Data collected by justPay will be processed in accordance with the Privacy Policy and PDPA. All Personal Data and Information shall solely be kept Confidential.
For further details, user may refer to the User Agreement in the application
WILL I RECEIVE AN EMAIL NOTIFICATION AFTER I HAVE SUCCESSFULLY SIGNED UP?
No, one will not receive email notification as email is not required for sign up.
FAQ
WHAT IS JUSTPAY?
justPay is a mobile application that provides a seamless electronic transaction using Quick Response (QR) Pay and Electronic Wallet (E-Wallet).
WHAT ARE THE SERVICES AVAILABLE IN JUSTPAY?
justPay offers the following services:
· Transit QR pay
· E- Wallet
· Collect and redeem rewards point
WILL I RECEIVE NOTIFICATIONS IN THE APP FOR STATUS AND PROMOTIONS?
Yes, notifications will be sent out accordingly.
HOW DO I VIEW MY DETAILS IN THE APP?
You may view your details under the "Profile" section.
FAQ
HOW DO I AMEND THE DETAILS STORED UNDER PROFILE?
Currently users are not able to amend details under Profile.
I HAVE FORGOTTEN MY PASSCODE OR WOULD LIKE TO CHANGE IT, WHICH SECTION DO I GO TO?
Under “Profile”, “General” section, users are able to change passcode if they wish to change it.
HOW DO I SWITCH ON OR OFF THE NOTIFICATIONS FROM THE APP?
You may turn the notifications on or off from the user’s phone settings.
HOW DO I CONTROL MY CONTACT INFORMATION FOR PRIVACY PURPOSES?
You can control and change privacy settings under the setting section.
FAQ
I WOULD LIKE TO KNOW HOW MUCH MONEY AND REWARDS POINTS DO I HAVE?
You may check your balance at top left corner of the app homepage.
I WOULD LIKE TO MAKE A PAYMENT FOR A FARE, HOW MANY METHODS ARE AVAILABLE?
At this stage, users can only perform transit transactions via “TransitPay”. Users may refer to “Service Coverage” section for more details. Team justPay will offer and accept more payment methods for transit transactions by stages in the future.
HOW DO I PUT MONEY INTO MY WALLET FOR USAGE?
You may top up via internet banking.
Step 1:
Click on “Top Up “icon
Step 2:
You may select amount for top up or enter the amount to top up.
Step 3:
Select choice of bank via “FPX Online Banking” or Maybank2u.
Maybank account holder may choose to “Link Bank Account” to ease your future top-ups.
Step 4:
Upon completion of Step 3, user will be directed to its selected internet banking platform.
Step 5:
Upon completion of Step 4, user’s account will top-up successfully.
IS THERE A SUMMARY PAGE OF ALL THE TRANSACTIONS I HAVE CARRIED OUT?
Yes, you can view all the transactions in the “Transaction History” section in “Profile”.
FAQ
HOW DO I USE THE JOURNEY PLANNER APP?
Type in your destination and click ‘>Go”. You will be shown the best possible route via public transportation and the transit number to your destination without hassle.
HOW TO USE TRANSITPAY?
Step 1:
You need to top up to e-wallet within the App
Step 2:
Selecting “TransitPay” icon at the homepage
Step 3:
Scan QR code at the transit validator when boarding and alighting from the bus.
Step 4:
When the transaction is completed, you will receive a pop-up notification that your transaction is successful and your new e-wallet balance.
User must ensure to scan out at transit validator when alighting from the bus with Transit QRPay, otherwise maximum fare would be deducted from user account.
For any fare dispute, please email admin@justpay.net.my. Should user wish to request for a refund, please refer to Refund section.
IS THERE ANY PLAN TO ADD-ON MORE FEATURES IN THE FUTURE?
Yes. More features and app enhancements will be notified to users via notification.
HOW DO I DOWNLOAD JUSTPAY ON MY MOBILE DEVICE?
User can download the application through Android PlayStore and Apple AppStore by searching “justPay”.
FAQ
WHAT VERSION OF ANDROID/ IOS IS RECOMMENDED FOR JUSTPAY?
Recommended spec (minimum):
· Android 5
· iOS 12
DO I NEED TO CONNECT TO THE INTERNET EACH TIME I USER JUSTPAY?
Yes. You need to have internet access to connect with the app.
CAN I REQUEST FOR REFUND FOR THE PRODUCTS/ SERVICES THAT I HAVE PAID FOR?
You may contact justPay Team and the contacts are as below:
Email: admin@justpay.net.my
Weekday: 7am to 8.30pm
Sat & Sun and PH: 8.30am to 5.30pm
Our team will verify your request and it is subject to approval. You will be notified on the status of your request & receive the refund within 10 working days from your request date.
*Refunds are handled on a case-by-case basis.*
WHAT DETAILS/ DOCUMENT SHOULD I PROVIDE FOR REFUND REQUEST?
You need to provide us with your Name, NRIC, Phone number, Email address, Amount, Bank account details, Date/ Time of the transaction & Description of the incident.
Supporting document required are:
1. Screen snapshot of your transaction receipts from your justPay app
2. Screen snapshot of your user profile QR Code
3. Others relevant photo or document (if applicable)
FAQ
CAN I PAY THE TRANSIT FARE FOR MY TRAVEL COMPANION WITH ONE ACCOUNT?
Yes. justPay “Transit QR” has multiple boarding features for your travel companion. Users may follow the steps below:-
Step 1:
Select “TransitPay” icon at the homepage
Step 2:
Select the number of companions by adding or subtracting. The maximum boarding for this feature is up to 10pax (including account owner).
Step 3:
Scan QR code at the transit validator when boarding and alighting from the bus.
User will be charged based on normal adult fare while using the feature.
Users will need prepare sufficient wallet balance to enjoy multiple boardings features.
Scenario 1 – 1 person’s journey
User wants to ride 1-person, minimum RM5.00 wallet balance is required when boarding the bus, and users is able to generate the TransitQR with ZERO balance for alighting the bus.
Scenario 2- 3 person’s journey
Users to use multiple boarding feature, selecting 3 pax. RM15.00 is required when boarding the bus. When alighting bus, users DO NOT NEED to select 3 pax again for the system is built in convenience to allow quick alighting process for all 3 bus riders. A minimum of Zero balance is required to generate the TransitQR for alighting.
FARE EVASION - WHAT IF I DID NOT CHECK OUT FROM THE BUS?
When you check-in, a maximum fare will be deducted. If the user did not check out or forget to check out, it is considered as fare evasion and there won't be a refund. This fare evasion is also included for Mutiara Pass users.
FARE EVASION - WHAT IF I CHECK OUT AT THE OTHER DIRECTION FROM THE ROUTE I'M TAKING?
When you check in at an inbound/Outboung station, the max fare will be deducted. If the user did not check out at the station with the same direction, there won't be a refund. Instead, the maximum fare deducted while check in will serve as a Penalty and user will get a new ticket for the opposite direction trip.
ACCOUNT VERIFICATION / EKYC - WHAT IS ACCOUNT VERIFICATION OR EKYC?
Electronic Know Your Customer (eKYC) is a digital identify verification process performed through justPay app.
ACCOUNT VERIFICATION / EKYC - WHY SHOULD I VERIFY MY IDENTITY? (PERFORMING ACCOUNT VERIFICATION OR EKYC)
eKYC verification is made to protect your account and allowing you to purchase Malaysian only transit passes.
ACCOUNT VERIFICATION / EKYC - HOW DO I VERIFY MY ACCOUNT?
a. User can verify their account by tapping on "Gear" icon in the profile page of the app and click "Verify Now" to start the process.
b. User will need their NRIC to perform the "ID capturing"
c. Follow by a selfie image
d. Then you are done with the process
ACCOUNT VERIFICATION / EKYC - WHAT INFORMATION ARE CAPTURED DURING EKYC?
a. full name
b. ID Number
c. date of birth
d. nationality
ACCOUNT VERIFICATION / EKYC - WHY DID MY EKYC REGISTRATION UNSUCCESSFUL?
eKYC registration may be unsuccessful due to several reasons.
a. Photo of your NRIC didn't match with your selfie
b. Blurry image - Photo didn't take properly
c. Fake IC - hologram seal didn't appear on the IC
d. Your IC has already been registered
If there is any other issue than above, kindly take a screenshot of any warning signs and send us feedback via in-app online form or chat box. justPay will review it and the reserves the rights to approve or reject your eKYC registration. justPay will not ask for your password, OTP code, bank account details or any confidential information. Please do not reveal personal details to any parties at all times.
If you encounter any errors when attempting to verify your justPay account, you may refer to our basic traoubleshooting guide in the FAQ for further assistance
MUTIARA PASS - HOW DO I PURCHASE MUTIARA PASS?
You can purchase Mutiara Pass after you had verified your account with eKYC
MUTIARA PASS - HOW DO I USE MUTIARA PASS
After purchasing Mutiara Pass, the pass will be activated after you perform your first check in into the bus. You are mandatory to maintain RM5 in your justPay account at all times or the Transit QR will not be generated despite being a Mutiara Pass Holder.
Check in and Check out from the bus by scanning via justPay validators are compulsory, else you may face penalty due to fare evasion.
MUTIARA PASS - CAN I RIDE MULTIPLE PASSENGERS WITH MUTIARA PASS?
No. Mutiara Pass Holder is not allowed to pay on behalf of other passengers.
MUTIARA PASS - HOW DO I RENEW MUTIARA PASS?
You can perform your first renew 7 days before the pass expires. You may also set as "Auto Renew" to ease your renewal process in the future