FAQs

TOP FAQs / ABOUT 1PAY

What is 1PAY E-Wallet?

Electronic payment and mobile wallet for ONECARD members which can be accessed via 1 Utama’s Mobile App or a valid physical ONECARD.

Who can use 1PAY?

1PAY is available for all valid ONECARD and ONECARD Kids+ members.

How do I download 1PAY?

1PAY is available in 1 Utama’s Mobile App via App Store or Google Play Store for FREE.

What are the features on 1PAY?

  1. Make purchase by scanning the QR code displayed at 1PAY participating outlets and Earn UPoints instantly.
  2. Link debit / credit cards or bank account and use the card directly
  3. Top up money into 1PAY E-Wallet
  4. Receive or Transfer money to valid ONECARD or ONECARD Kids+ Members

Is the ONECARD account balance same as 1PAY?

Yes, the balance reflected on ONECARD and 1PAY is the same regardless the usage of physical ONECARD or 1PAY E-Wallet.

Where can I use 1PAY and how do I identify the outlets?

1PAY can be used at any 1PAY participating outlets in 1 Utama Shopping Centre. Please look out for the floor sticker and 1PAY collaterals at the outlet. The listing can be found here: http://www.onecard.com.my/Onepay/Outlets.

Are there any fees or extra charges incurred to use 1PAY E-Wallet or its features?

No, there is no fee imposed.

Is 1PAY Wallet licensed by Bank Negara Malaysia?

Yes, 1PAY E-Wallet is an electronic payment system established by Bandar Utama City Centre Sdn Bhd (BUCC). We are listed on Bank Negara Official Website: http://www.bnm.gov.my/index.php?ch=ps&pg=ps_regulatees

Do I need a smartphone to use 1PAY?

Yes, a minimum Android – Version 5 & above or iOS - Version 11 & above.

1PAY ACCOUNT MANAGEMENT

How can I register and start using 1PAY E-Wallet?

You are required to sign up for ONECARD or ONECARD Kids+ (12 years and below) membership which automatically entitles you to use 1PAY E-Wallet once your account has been activated.

How many accounts can I register?

ONE (1) account only. Each account is only allowed to link to ONE unique mobile number.

Can I have a supplementary 1PAY account?

No. We do not have any supplementary ONECARD membership or 1PAY account.

Is it compulsory to provide personal identification such as Identification/MyKid Cards or copy of passport during registration of ONECARD?

Yes. You must fulfill the Know Your Customer (“KYC”) declaration by filling in all the compulsory fields required on the application form accurately and produce your personal identification for the Operator’s verification when required.

I have registered ONECARD membership online. Why can’t I activate my 1PAY E-Wallet?

You are only allowed to use ONECARD loyalty programme to earn and redeem UPoints. You must fulfill the Know Your Customer (“KYC”) declaration by producing your personal identification at any of our Customer Service Centres or Concierge in order to activate your 1PAY E-Wallet.

What is the purpose of the Payment PIN?

A Payment PIN is required for all ONECARD & 1PAY transactions.

What is the difference between Login Password and Payment PIN?

A Login Password is to log in your ONECARD account. A Payment PIN is used for every ONECARD & 1PAY transactions.

Why should I set the Security Question and Payment PIN for 1PAY E-Wallet?

Security Question and Payment PIN work as a security measure to prevent any unauthorised transactions.

How can I reset my Payment PIN?

You are required to answer the Security Question registered during your registration.

How can I reset my Login Password?

You may reset your Login Password via 1 Utama’s Mobile App, ONECARD website at www.onecard.com.my, ONECARD e-kiosk in the mall or at any Customer Service Centres in 1 Utama Shopping Centre.

How can I reset my Security Question?

Kindly proceed to any of our Customer Service Centres or Concierge at 1 Utama Shopping Centre or Centrepoint, Bandar Utama.

How do I check my transactions?

You may log in to your ONECARD & 1PAY account via 1 Utama’s Mobile App, ONECARD website at www.onecard.com.my or ONECARD e-kiosk in the mall.

Once I have registered for ONECARD, will I be still able to edit my personal details?

Yes, you may update your editable details by logging into 1 Utama’s Mobile App, ONECARD website at www.onecard.com.my or at any Customer Service Centres in 1 Utama Shopping Centre or Centrepoint, Bandar Utama.

If I am not using local registered mobile number, can I still register or sign up for 1PAY?

No. You can only sign up ONECARD membership and use physical ONECARD for earning and redemption of UPoints for the time being.

Why is my mobile number required when activating 1PAY E-Wallet?

1PAY verifies your phone number by sending a verification code to your registered mobile phone number to ensure that you are the one who is accessing the account. Kindly proceed to any Customer Service Centre or Concierge in 1 Utama Shopping Centre or Centrepoint, Bandar Utama with your personal identification if you have changed your mobile phone number.

Can I login to 1PAY E-Wallet in multiple devices?

No. You can only use one device to login to 1PAY E-Wallet at a time.

1PAY E-WALLET & TRANSACTION

What is my 1PAY balance and how can I check?

1PAY E-Wallet balance contains CASH (top up value), Gift Card (received or purchased) and UPoints which can be used to make 1PAY transaction. You may check your available 1PAY balance via 1 Utama’s Mobile App, ONECARD website at www.onecard.com.my or ONECARD e-kiosk in the mall.

Is Car Park Credit (CPC) part of 1PAY balance?

No. CPC is not part of 1PAY balance and is not useable for any 1PAY transaction. It can only be utilised as car parking fees at Bandar Utama Parking areas.

What is my 1PAY E-Wallet purse size?

Each 1PAY E-Wallet must not contain CASH of more than RM1,500 at any one time (excluding UPoints).

What is the maximum top up and value per transaction?

The maximum top up amount is subject to the available CASH portion in your E-Wallet. Eg. You can top up to a maximum of RM1,500 into your E-Wallet if your CASH in your E-Wallet is Zero.

Can I downgrade or upgrade my 1PAY E-Wallet purse size?

No, the size is standard for all 1PAY users.

Is there any transaction limit?

Yes, when using CASH in a 1PAY Transaction and if you are accessing your 1PAY E-Wallet using:

  1. an Android device, your CASH transaction limit is RM1,000 (excluding UPoints) per transaction per day;
  2. an iOS device, your CASH transaction limit is RM1,500 (excluding UPoints) per transaction and up to a maximum of RM3,000 per day.

Is my transaction limit capped if I am using physical ONECARD to perform 1PAY transaction?

Yes, your CASH transaction limit is RM1,500 (excluding UPoints) per transaction and up to a maximum of RM3,000 per day if you have yet to log into ONECARD Account via 1 Utama’s Mobile App.

Is Transfer and Car Park Credit conversion subject to the transaction limit set?

Yes, transfer transaction and Car Park Credit conversion are capped at the limit set as per device used.

Can I top up or transfer CPC via 1PAY E-Wallet?

No. This feature is not available on 1PAY.

Will my 1PAY E-Wallet balance expire?

Yes, upon the expiry of your ONECARD, the balance in 1PAY will be forfeited.

Can I use 1PAY E-Wallet at non 1PAY participating outlets?

Yes, you can because 1PAY is tied to your ONECARD account. However, you need to present your physical ONECARD to redeem the value to pay for purchase via 1PAY terminal.

Is there any receipt as a proof of my purchase?

Yes, you can request a physical 1PAY receipt from merchant(s) printed via 1PAY terminal.

If I have insufficient balance, can I make purchase via my debit/credit card?

Yes. You can use direct pull function by linking your debit/credit cards or you may perform a Top Up to increase the balance in your E-Wallet before you make your payment.

I was overcharged. What should I do?

Please proceed to the merchant to make a refund or you may proceed to our Concierge or Customer Service Centre to request for refund by submitting the relevant documents. It will take up to a maximum of 7 business days to refund the overcharged amount to your E-Wallet.

Merchant is unable to view or confirm payment made by 1PAY. What should I do?

This may happen due to the connection issue. Please show the successful transaction page to the merchant or alternatively, merchant will enquire for your ONECARD number to cross check with our Customer Service Centre before they confirm your payment.

How can I get my refund for the purchase made via 1PAY?

Please return your purchase back to your merchant with original receipts, provided you adhere to the terms and conditions of the return policy set by the merchant. Merchant will submit the refund request to us and the sum will be refunded to you in maximum of 7 business days.

SECURITY

How secured is 1PAY?

A Login Password and Payment PIN are required every time you transact. Please do not disclose your Login Password and Payment PIN to anyone and please ensure to take all steps to prevent its disclosure.

How safe is the money in my 1PAY E-Wallet?

1PAY E-Wallet is an electronic payment system established by BUCC and is an approved fully licensed e-money issuer by Bank Negara Malaysia. Your money stored in 1PAY E-Wallet is kept in a registered trust account at all times.

Is my personal data protected and payment details on 1PAY are safe?

BUCC respects the privacy of individuals with regards to the Personal Data Protection Act 2010 (‘’the Act”). BUCC is committed to processing your personal data in accordance to the Act.

Can I request to cease sharing my Personal Data by notifying BUCC?

Yes. Subject to the provisions of the Act, you have the right to withdraw your consent any time by notice in writing to BUCC. However, there are some Personal Data which are compulsorily required by us for the ONECARD and 1PAY E-Wallet registration. Without the required details, BUCC will be unable to proceed with the application of both ONECARD and 1PAY and reserves the right to cease the processing of the application and decline the request.

ACCOUNT TERMINATION

Can I terminate my ONECARD & 1PAY Account?

Yes, you can cancel your ONECARD & 1PAY E-Wallet account at any time prior to the expiration of your ONECARD.

How can I terminate my ONECARD & 1PAY Account?

You can cancel your ONECARD & 1PAY E-Wallet account at the Concierge or any Customer Service Centres, 1 Utama Shopping Centre or Centrepoint, Bandar Utama by returning the physical ONECARD upon cancellation of ONECARD.

Am I entitled to get the remaining balance in my ONECARD and 1PAY account?

The remainder Car Park Credit (CPC) and 1PAY Balance (consists of Top Up and Gift Card) which was topped up using physical cash or Direct Pull Transaction will be refunded to you after 30 days. All refunds will be made to a bank account of a Malayisan licensed financial institution under your name only. An administrative fee of RM5.00 will be deducted from your CASH balance to process the refund.

SUPPORT / CONTACT US

Why can’t I log in to 1 Utama’s Mobile App?

Kindly check your device’s software version. The New Version of 1 Utama’s Mobile App requires an Android device with Version 5 & above OR iOS device with Version 11 & above.

What happens if I lost my ONECARD or phone?

Kindly contact Concierge at 03 – 7725 5788 to report lost and deactivate your ONECARD & 1PAY account.

My account is inactive / suspended. Can I reactivate my account?

Yes, you can call our Concierge at 03-7725 5788 to check on the status and will be required to go to our Customer Service Centre or Concierge at 1 Utama Shopping Centre or CentrePoint, Bandar Utama to reactivate your 1PAY account.