CARDHOLDER FAQ

The industry-wide move to replace signature cards with PIN cards will start from mid-2015. Signature will gradually be phased out as cards and terminals are upgraded. When you receive your new PIN card, you should enter a PIN when prompted, instead of signing, when making a card payment at a point of sale terminal in Malaysia. From 1 July 2017 onwards, signature will no longer be accepted when you use your card to make a domestic payment.

What is PIN?

A PIN, or Personal Identification Number, is a secret code that is either assigned to, or selected by cardholders to prove they are the rightful owner of the payment card. PINs for Malaysian cards have six digits. Your PIN must always be kept a secret and never noted down.

Why is PIN safer than signing?

PIN usage can help protect against fraud due to lost or stolen cards, because the card and the PIN are required to make a payment. This is why you must always keep your PIN secret.

Why do I need to receive a new card to use PIN?

You will be issued a new card because your current card does not support PIN for payment.

How do I obtain a PIN?

Your card issuer should send you a new PIN, or require you to select a new PIN, for your new PIN card. Contact your card issuer for further details.

Can I change my PIN?

Yes. Follow the instructions provided by your issuer. Contact your card issuer for further details.

Can I continue using my signature card after I have received my PIN-enabled card?

No, all card issuers in Malaysia are required by Bank Negara Malaysia to upgrade payment cards to PIN.

Your credit card issuer will send you your new PIN enabled credit card by the end of 2016. Your old signature credit card will be declined 3 months after your card issuer has sent the new PIN card.

For new PIN enabled debit cards, your card issuer will either ask you to visit your nearest branch to collect your new PIN card, or send the card to you. You must stop using your old signature debit card before the end of 2016, or it may be declined.

Is the PIN I use for making purchases the same as the PIN used at ATMs?

Yes. Each card will have only one PIN that can be used for both cash withdrawals at ATMs and purchases at point of sale.

What happens if I enter the wrong PIN?

You will be allowed several attempts before your PIN is blocked. Limited PIN tries protects you against the possibility of a criminal using your card. If your PIN becomes blocked, contact your card issuer to receive or select a new PIN.

What happens if I forget my PIN?

Before 1 July 2017, signature will still be allowed when using your new PIN card if you cannot remember your PIN while transacting at an attended terminal. The retailer can assist you to complete your transaction using signature. After 1 July 2017, you will no longer be allowed to use your card at a point of sale terminal in Malaysia if you do not know your PIN. As a security measure, you must enter your PIN at automated fuel dispensers and other unattended terminals if you are prompted for PIN, even prior to 1 July 2017. If you forget your PIN, you will not be able to use your card at these unattended terminals. If you do forget your PIN, contact your card issuer to receive or select a new PIN.

Can I still use my PIN card for contactless?

Yes. If your contactless card has a PIN, the terminal will prompt for PIN after your card is tapped on the contactless reader for transaction amounts above a certain limit. However, low-value contactless transactions do not require PIN or signature.

How will I know when a PIN is required?

All you need to do is follow the prompts on the terminal. The payment terminal will determine if PIN is required and if so, it will then ask for a PIN.

What happens if I use my new PIN card at a terminal not supporting PIN?

In this case, the terminal will process your new PIN card without prompting for PIN, and your signature will need to be verified.

Will PIN be used to make card transactions through the Internet or over the telephone?

No. The PIN that you use at point of sale terminals or ATMs must never be entered into the Internet or given over the telephone. Your PIN card will have no impact or change to transactions made via the Internet or telephone.

Do I need to enter a PIN whenever I use my card in Malaysia?

No, not all transactions at point of sale will need PIN:

  • Low-value contactless transactions do not require PIN.
  • Transactions performed at a terminal not yet supporting PIN will still use signature.
Do I need to enter a PIN whenever I use my card at a self-service kiosk or terminal in Malaysia?

If the self-service kiosk or terminal supports PIN, it will prompt you to enter a PIN when you insert your card into the terminal. If the terminal asks you for a PIN, you need to know your PIN and you must enter the PIN to complete the transaction. If you do not know your PIN, or if you do not have a PIN enabled card, you will not be able to use your card at a self-service kiosk or terminal that supports PIN. An example of a self-service terminal is the payment terminal in an outdoor self-service pump at a petrol station.

Although it is possible to sign at an attended terminal if you do not know your PIN until 1 July 2017, this is not possible at a self-service terminal because it is not attended i.e. there is no cashier or operator to verify the signature. This is why you must always enter your PIN if the self-service terminal supports PIN.

If you do not know your PIN, or if you do not have a PIN enabled card at an outdoor self-service pump at a petrol station, you may proceed indoors to the shop to pay at the attended terminal with signature.

Will I have to enter a PIN when I use my card overseas?

If you have received a new PIN enabled card and will be travelling overseas, ensure you have a PIN for your card before leaving Malaysia. Those countries that have not yet migrated to PIN will still require that you sign for verification in order to use your card for payment. However, because your new card supports PIN for purchases, some countries may require payment to be completed with a PIN when prompted. If you do not already have a PIN for your card, follow the instructions provided by your card issuer on how to select a PIN, or contact your card issuer for further information.

Malaysia has adopted 6-digit PIN. Will there be any problem if I use my PIN-based payment card in other countries that adopt 4-digit PIN?

International Payment card schemes rules require all terminals globally to accept 4 to 6-digit PIN. You should not have issues using your 6-digit PIN card overseas. However, if you do face difficulty at any terminal overseas that may not be compliant with the scheme rules, you may request the merchant to allow you to complete the transaction using signature, or you may opt for a different payment method if the retailer refuses to allow signature. For any difficulty at a terminal overseas, please contact your issuing bank for assistance.

How do I keep my PIN secure?

It is very important that you keep your PIN secret so that your card is protected against lost and stolen card fraud. Ensure your PIN is not easy to guess by avoiding numbers that can be associated with you such as significant personal dates (e.g. your birthday or anniversary), telephone number, or driver’s licence number. Other measures to keep your PIN safe include:

  • do not keep a written record of your PIN;
  • do not allow another person to see your PIN when you enter it or it is displayed;
  • do not keep your PIN in a form that can be readily identified as a PIN;
  • do not disclose your PIN to any other person (including persons in apparent authority, family members or spouse);
  • do not negligently or recklessly disclose your PIN;
  • notify your card issuer immediately if you become aware that your PIN has become known to someone else; and
  • ensure any supplementary cardholders who are able to access any of your Card Accounts by a PIN keep their PIN secure as set out above.