SARAWAK PAY - Sarawak Government Fintech Platform

1. What is device binding?

Starting from version 2.4, your Sarawak Pay account will be linked/binded to a mobile device.
You can only login to your Sarawak Pay account from the mobile device that you have linked.

2. Why do I need to bind my Sarawak Pay account to my device?

For better security.

3. How do I bind my mobile device to my Sarawak Pay account?

Step 1:
Update your Sarawak Pay App to version 2.4 from Apple App Store or Google Play Store, if you have not done so.

Step 2:
Launch the app and login from your own mobile device.

Step 3 :
A one-time TAC will be sent to your registered mobile number for verification purpose. **Do not share your TAC with others.

Step 4 :
Complete the TAC verification. Your Sarawak Pay account is now binded to your mobile device.

4. I would like to login from another mobile device at the same time. What should I do?

For security purpose, you are allowed to login from only one linked device (own device).

5. If I am changing to a new device, what should I do?

You may perform the following steps in the Sarawak Pay APP to request for change of device.

Step 1 :     Login your Sarawak Pay account from your new mobile device.
Step 2 :     At the 'Login From Another Device' page, tap on 'Proceed to change'.
Step 3 :     A one-time TAC will be sent to your registered mobile number for verification purpose. **Do not share your TAC with others.
Step 4 :     Complete the TAC verification. Once your device change request is submitted, your account will be locked for up to 30mins.
Step 6 : Upon activation, you will receive an email and an SMS informing you on the device change.
Step 7 : Proceed to login from the new device. Do not use the old device to login anymore.

6. How often can I request for a change of mobile device

Once a month.

7. What else do I need to know about device change?

Strictly only one device per Sarawak Pay account.
You can only make one (1) device change a month
For security tracking reasons, everytime you uninstall and reinstall the Sarawak Pay app, it will be considered as a device change. Unless necessary, avoid reinstalling app once device is binded.
Also for security reasons, everytime you Clear Data of the Sarawak Pay app, it will be considered as a device change.
Trying to use both old and new device at the same time will result in your account being suspended.

8. When I login my Sarawak Pay account, I see the 'Login From Another Device' page. Why?

Your Sarawak Pay account has already been linked to another mobile device.
If you have not done so, call Sarawak Pay Customer Service at 1-300-88-7722 for assistance.

9. What is Freeze Account?

Freeze account will lock your Sarawak Pay account immediately.
Once done, your Sarawak Pay account will be unavailable for use.
It can only be unlocked by Sarawak Pay operation.

10. How do I freeze my Sarawak Pay account?

Step 1 :     Select ‘My Account’ -> 'Security Center' -> 'Freeze Account'.
Step 2 :     At the pop up reminder message, tap on 'Confirm'.
Step 3 :     A one-time TAC will be sent to your registered mobile number for verification purpose.
Step 4 :     Complete the TAC verification. You will receive email and SMS notification. Your Sarawak Pay account is now frozen.

11. How do I unfreeze my Sarawak Pay account?

You cannot unfreeze your Sarawak Pay account by yourself. It can only be released by Sarawak Pay operation.
Call Sarawak Pay Customer Service at 1-300-88-7722 for assistance or email your request to customerservice@sarawakpay.gov.my.
Upon successful verification, your account will be unlocked by Sarawak Pay operation.
You will receive an email and an SMS notification with temporary password. Change your password immediately upon first login. **Do not share your login credential with others.

12. How do I login into the new version 2.4?

You will be prompted to login as soon as you launched the newly updated version.
Login as you normally would.

13. I have forgotten my USERNAME, what should I do?

Forgot “Username”, follow these steps:
Step 1    Select “Forgot Username”.
Step 2    Enter your Malaysian IC (for Malaysian) / Passport (for foreigners).
Step 3    Enter your mobile number as per your registered mobile number on file.
Step 4    Tap the “Submit” button.
Step 5    Wait for an SMS and login with the provided Username.

14. I have forgotten my PASSWORD, what should I do?

Step 1    Select “Forgot Password”.
Step 2    Enter your Malaysian IC (for Malaysian) / Passport (for foreigners).
Step 3    Enter your registered Username as per on file.
Step 4    Tap the “Submit” button.
Step 5    Wait for an SMS and login with the temporary password provided.
Step 6    Change your password immediately upon first login.
** Do Not Share your login credentials.

15. How long is the validity period for SMS verification code?

SMS verification code is valid for 180 seconds only.

16. How many times can I request for SMS verification code?

You can request for SMS verification code up to 3 times.

17. My account has been frozen after 3 failed attempts. What should I do?

The account freeze is temporary for 60 minutes after which the account will be available for login.
Please consider requesting for a reset of your password if you cannot remember your login password.
A further 3 consecutive failed login attempts will result in the suspension of your account.

18. My account has been suspended after 6 failed login attempts. What should I do?

Call Sarawak Pay Customer Service at 1-300-88-7722 for assistance or email your request to customerservice@sarawakpay.gov.my.
Upon successful verification, Sarawak Pay team will unsuspend your account.
You will receive email and SMS notification of a temporary password. Change your password immediately upon first login. **Do not share your login credential with others.

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