Frequently Asked Questions (FAQ)

GO by Bank Islam
No Question Answer
GENERAL
1. What is GO by Bank Islam? It is a mobile banking application offered by Bank Islam that allows you to
access your Bank Islam’s accounts and perform selected services quickly
and securely from your mobile device 24 hours a day.

2. How is GO by Bank Islam
application different from the
previous Bank Islam mobile
application?
GO by Bank Islam application allows you to access your banking accounts
and perform new and favourite transactions that you have registered
through Bank Islam Internet Banking.
The previous Bank Islam mobile application can only be used to perform
authorization for transactions above RM10,000.

3. What are the types of mobile
devices which support GO by
Bank Islam application?
GO by Bank Islam application is currently supported by any smart phone
and tablet of the below specifications:-
a. iOS 10.0 and above
b. Android 5 and above

You cannot use the application if your device is jail-broken or rooted.

Always update your operating system and applications for optimum
service.

4. How do I start? You must download GO by Bank Islam application from App Store (for
iOS devices) or Play Store (for Android devices).

5. How do I sign up? After downloading GO by Bank Islam application, you will need to perform
registration using your existing Internet Banking (IB) User ID, password
and your Identification Card (IC) / Identification Document (ID) number in
order to bind your device with your IB User ID.

For existing Bank Islam Internet Banking users:-

a. Enter your User ID and password

b. Enter your IC/ID number
c. Enter the IAC code received through your registered phone
number

If you do not have a User ID, you must first register for Internet Banking
through https://www.bankislam.biz.

For the next login, you can use your fingerprint (if your mobile device is
supported by fingerprint authentication security feature) to access GO by
Bank Islam. Otherwise, you can login by using your existing IB password.

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 Frequently Asked Questions (FAQ)

6. What are the services 1. View account summary for:-

available? a. Savings / Current account
b. Term Deposit & Investment account
c. Credit Card-i
d. Financing account
e. Tabung Haji account

2. Transfer funds (new and favourite):-

a. Within Bank Islam to own or 3rd party account
b. To other bank via DuitNow, DuitNow QR or IBG
c. Between Bank Islam and Tabung Haji account

3. Pay (new and favourite):

a. Bills via JomPAY or proprietary bill payment
b. Any Bank Islam Credit Card-i or financing account

4. Prepaid reload (new and favourite):-

5. Donation (Sadaqa) to Sadaqa House, mosques, orphanages or
other charitable organisations
6. Share transaction receipt with others
7. Authenticate transactions initiated from Bank Islam’s Internet
Banking or GO by Bank Islam via ‘GO Secure’ (previously known as
Transaction Signing)
8. Link or delink Tabung Haji account
9. Register for Hajj (individual or group)
10. View Direct Debit Mandate i.e. list of Direct Debit Authorisation
signed up by customer through biller(s).
11. Favourite Account Maintenance for item 2, 3 and 4 above.
12. Update profile i.e. change of password, private image and private
word.

7. Is the application system Definitely. A variety of security functions are provided:-

secure?
1. Access is protected by strict sign-in procedures. You must
confirm access by using private image and word as per your Internet
Banking private image and word respectively
2. Only one login session on one device is allowed at a time
3. Sensitive data such as passwords or transaction information will be
transmitted via SSL, TLS1.2 and HTTPS secure protocols
4. Account confidential information is not stored on the device

8. What happens if I lose my Other individuals cannot access the application without your User ID and
mobile device? fingerprint/digital authentication and/or password.

For security reasons, you are advised not to store any account information
or passwords in your device.

However, if you feel your log in credentials may have been compromised,
please contact our Bank Islam Contact Centre at 03-26 900 900
immediately.

9. I bought a new mobile device, After downloading GO by Bank Islam application, perform the same
what should I do? steps as per your first time sign-up (refer to Question no. 5 above).

You will be prompted with a question to confirm if you want to link a new
device to your User ID. To confirm, select OK and your access will be
linked to the new mobile device.

10. Can I access the application Yes, as long as you have internet access. Please contact your mobile
when I travel abroad? service provider for roaming charges.

11. What happens if I uninstall All application data stored on the device will be removed. When you re-
the application? install this application, you will need to setup again.
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 Frequently Asked Questions (FAQ)

LOGIN
1. Do I need to login every time I
want to use the application?
Yes. You are required to login using your password to access GO by
Bank Islam or use your biometric to have quick access to your account
summary via the application (provided that your mobile device supports
this authentication security feature).

2. Can I use the application on No. One User ID for one mobile device only.
the same mobile device for
multiple User IDs?

3. Can I login on Bank Islam No. You can only login on one channel at a time.
Internet Banking and Mobile
Banking application at the
same time?

4. What will happen if I enter the Your User ID will be blocked.

wrong password for 3 To unblock, please call Bank Islam Contact Centre at 03-26 900 900.
consecutive times?

5. Can I change my password Yes. You can change your password through Quick Menu > Settings >
using the application? Profile > Password > Update password > Continue > Enter i-Access
Code (IAC) > Password successfully updated.

6. Can I download e-statement e-statement service will be available soon. Alternatively, you can
from the application? download it through Bank Islam Internet Banking.

BIOMETRIC LOGIN – QUICK TOUCH/ FACE ID

1. What is Quick Touch/ Face Quick Touch/ Face ID are forms of biometric authentication using
ID? fingerprint/ facial identity verification for speedy access to your account
summary.

2. How do I activate Quick You can activate Quick Touch/ Face ID during first time login or at Quick
Touch/ Face ID? Menu Settings > Quick Touch/ Face ID.

You can also deactivate Quick Touch/ Face ID through Quick Menu
Settings.

3. Which device supports Quick 1. iOS device version 10.0 and above
Touch? 2. Android device version 5 and above

Devices must have built-in fingerprint authentication capability.

4. Which device supports Face At the moment, Face ID is only supported by iOS device version 10.0
ID? and above with built-in facial authentication capability.

5. Can I use Quick Touch/ Face No. Quick Touch/ Face ID function allows you to view your account
ID to perform monetary summary only.
transaction in application?

6. What happens if I cannot You can login using your password.

login using Quick Touch/
Face ID?

GO SECURE (Previously Known as TRANSACTION SIGNING)

1. What is GO Secure? GO Secure is an authentication method to authorise transactions initiated
from Bank Islam’s Internet Banking or GO by Bank Islam.

2. Do I need to register for GO No. It will be activated automatically after your first-time setup of the
Secure? application.

3. I have previously installed You are required to uninstall the application.

Bank Islam Mobile
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 Frequently Asked Questions (FAQ)
Application. What should I
do?
4. Can I perform transaction
above RM10,000 via GO by
Bank Islam?
5. How should I authorise the
transaction that I have
performed through Internet
Banking via GO by Bank
Islam?
TRANSACTION
1. Can I perform all transactions
on Internet Banking via GO
by Bank Islam?
2. How do I know if my
transaction is successful?
3. How can I share the
transaction receipt with
others?
4. How can I save the
transaction receipt?
5. Can I change the transaction
limits using the application?
6. Can I transfer funds to
accounts that are not in my
‘Favourite’ list?
7. Can I pay third party Bank
Islam Credit Card-i or
financing account?
Yes, now you can perform transaction above RM10,000 via GO by Bank
Islam
Perform the following steps for GO Secure:
a. Launch your GO by Bank Islam application
b. Select Quick Menu
c. Select GO Secure
d. Verify the transaction details
e. Once verified, select ‘Confirm’
f. Enter the six (6) digits of random number displayed on your
mobile device screen
g. Authorisation process is completed
You can only perform selected transactions provided in Internet Banking.
Please refer to Question 6 (General) for the list of available services.
You will receive a transaction confirmation notification via push notification
through GO by Bank Islam.
Alternatively, you can also check your Inbox and transaction history
through this application or Bank Islam Internet Banking.
Once transaction is completed, select the ‘Share’ button to share the
receipt via the device sharing tools such as emails and WhatsApp.
In order to keep and save your transaction receipt, select the ‘Share’
button and choose your preferred device sharing tool (that is supported
by your mobile device) such as Google Drive, your device drive or Photo
Gallery.
Yes. You can change your mobile banking transaction limits through
Quick Menu > Settings > Transaction Limit.
Yes, now you can transfer funds to anyone even if they are not in your
favourite list
Yes, now you can pay to any third party Bank Islam Credit Card-i or
financing account.
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 Frequently Asked Questions (FAQ)
8. What is the transaction limit
for the services available on
GO by Bank Islam?
Below is the daily transaction limit for each of the available services:
Daily
Transaction Types Transaction
Limit
Own Account Transfer from:
1. Bank Islam (own) to Bank Islam (own)
2. Tabung Haji (own) to Tabung Haji (own)
RM 1,000,000
(Shared limit)
Payment to:
1. Bank Islam Credit Card-i (own)
2. Bank Islam Financing (own)
3rd Party Transfer:
1. To 3rd party within Bank Islam
2. Via DuitNow and DuitNow QR
3. Via IBG
4. From Tabung Haji (own) to Bank Islam
(own/ 3rd party)
5. From Bank Islam (own) to Tabung Haji RM 50,000
(own/ 3rd party) (Shared limit)
6. From Tabung Haji (own) to Tabung Haji (3rd
party)
Payment to:
1. Bank Islam Credit Card-i (3rd party)
2. Bank Islam Financing (3rd party)
JomPAY, Bill Payment and Sadaqa (for
RM 100,000
donation)
Prepaid Reload RM 250
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 Frequently Asked Questions (FAQ)

DuitNow QR
GLOSSARY

1 Biometric Authentication An authentication method using Face or Fingerprint(s), as the

case may be, to authenticate or verify your identity or
Instructions.

2 Interoperability In DuitNow QR context, it means the ability to work with other

banks and eWallets in terms of scanning and accepting the
QR code. For example, a restaurant is displaying a DuitNow
QR code provided by Bank Islam. A customer can use any of
the participating mobile banking application or eWallet to scan
the QR code to pay.

3 P2P QR Person-to-Person (P2P) QR is a fund transfer from an

individual’s bank account to another individual’s bank account
via Quick Response (QR) Code.

4 QR Code A two-dimensional barcode that can be read using the

camera of a smartphone or mobile device that is equipped
with QR reader.

5 Dynamic QR QR Code that is generated after the merchant or recipient

keys-in the amount of the payment or credit transfer.

6 Static QR QR Code displayed which requires you to key-in the amount

of the payment or credit transfer.

No Question Answer

General

1 What is DuitNow QR? DuitNow QR is Malaysia’s National Quick Response (QR)

Standard which was established by PayNet under the Bank
Negara Malaysia Interoperable Credit Transfer Framework
(ICTF). It enables customers to make payment from any
participating banks or e-wallet mobile apps.

2 How does DuitNow QR DuitNow QR allows interoperability between all participating

differ from the existing QR banks and e-wallets which means you can just use one app
payments offered by banks to scan DuitNow QR code provided by any of the participants.
and e-Wallet providers? With that, merchants can just display one QR code to their
customers.

3 Who can use DuitNow QR? All new and existing Bank Islam Mobile Banking (currently
known as GO by Bank Islam) users with the latest version of
Bank Islam Mobile Banking app (V.2.2.8 and above)

How to check your Mobile Banking app version:

1. Launch the app

2. At front page, select Menu button, the version is
indicated at the bottom.

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 Frequently Asked Questions (FAQ)

You may download the latest version from Google Play or App
Store.

4 What are services available Below are services that are available for DuitNow QR:
for DuitNow QR?

 Scan seller’s or other person’s DuitNow QR code to pay

or transfer funds
 Generate a QR code to receive money other person

More new features will be introduced soon.

5 Where can I use DuitNow Look out for a DuitNow QR code standee at participating
QR? merchant outlets. You can also pay to any person who can
generate a DuitNow QR code on any participating bank apps
and eWallet mobile apps.

Click here for the full list of DuitNow participants.

6 What are the minimum The minimum requirements of using the DuitNow QR are as
requirements to use DuitNow follows:
QR?

 Bank Islam Mobile Banking app is downloaded on your

smartphone
 Your smartphone must not be jail broken or rooted
 Internet connection
 The operating system of the smartphone must be IOS 10
and above or Android version 5 and above
 Registered for DuitNow QR

7 How do I register for DuitNow Before you can use DuitNow QR you need to perform a one-
QR for the first time via Bank time registration. There are two (2) options:
Islam Mobile Banking?

Option 1: At the login page

1. Tap on DuitNow QR icon

2. Enter password and tap Proceed button
3. Select Continue button
4. Select Funding Account from the dropdown list, Enter
Purchase Daily Limit, Enter Cumulative Limit, Accept T&C
and tap Let’s Register button
5. Verify details and tap Confirm button
6. Enter the unique 6-digit i-Access Code that is generated
and sent to your registered mobile number via SMS.
7. Click √ button.

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 Frequently Asked Questions (FAQ)

Option 2: After logging in

Approach (i)

1. Tap on DuitNow QR icon

2. Tap Continue button
3. Select Funding Account from the dropdown list, Enter
Purchase Daily Limit, Enter Cumulative Limit, Accept T&C
and tap Let’s Register button
4. Verify details and tap Confirm button
5. Enter the unique 6-digit i-Access Code that is generated
to your registered mobile number via SMS
6. Click √ button

Approach (ii)

1. Tap on Menu
2. Tap Settings
3. Tap DuitNow QR
4. Tap Continue button
5. Select Funding Account from the dropdown list, Enter
Purchase Daily Limit, Enter Cumulative Limit, Accept T&C
and tap Let’s Register button
6. Verify details and tap Confirm button
7. Enter the unique 6-digit i-Access Code that is generated
to your registered mobile number via SMS.
8. Click √ button

8 What are the functions There are two (2) types of functions available:
available for DuitNow QR?

SCAN & PAY

This is a merchant presented QR Code whereby Mobile

Banking user scans any DuitNow QR supported static /
dynamic QR Code to perform QR payment. The source
account for this is via current account and savings account.

SCAN ME

This is a Person-to-Person transfer (P2P QR) function

whereby recipient generates a QR Code and present it to the
sender/payer to scan and perform electronic money transfer.
This function is available and interoperable between the Bank
Islam Mobile Banking app and other banks or eWallet apps
which support DuitNow QR.

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 Frequently Asked Questions (FAQ)

9 What is my daily limit and how Scan and pay without

is the security in place? biometric or password.
Biometric is required if
the total amount
exceeded the no-
password limit
(configurable)
Password is required

RM0 RM250 RM1,000 RM50,000

Max daily limit
for no-password
50daily limit for
Max
payment to seller
*Max daily limit for P2P
(merchant)
QR (combined limit
with Transfer/Pay to
Third party account)

No-password limit can be set up to RM250 daily. For

example, if you set your no-password limit to RM50, you can
scan QR code to pay without any biometric or password up to
RM50 in total.

*Maximum limit per day for P2P QR:

 Resident: RM50,000.00
 Non-Resident: RM10,000.00
 However, the default limit is RM5,000.00 and is also
subject to the 3rd party transfer limit set by customer.

10 How can I change the To change the transaction limit for QR Purchase, kindly refer
transaction limit? to the steps below:

1. Launch the Mobile Banking App, enter Password and tap

Login button
2. Tap Menu
3. Select Settings
4. Select DuitNow QR
5. Change Amount (limit) and tap Save button
6. Verify details and tap Approve button
7. Successfully updated the QR Settings and tap OK

To change the transaction limit for P2P QR, kindly refer to the
steps below:

1. Launch the Mobile Banking App, enter Password and

tap Login button
2. Tap Menu
3. Select Settings
4. Select Limit Maintenance
5. Change Amount (limit) and tap Update button
6. Verify details and tap Approve button
7. Successfully status appear and limit change accordingly

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 Frequently Asked Questions (FAQ)

11 How do I make payment with Once you have registered for DuitNow QR, you can make
DuitNow QR? payment to other person or merchants. Kindly refer to the
steps below:

Pre-Login page

Steps for Static QR Code

1. Launch the Mobile Banking App

2. Tap on DuitNow QR icon
3. Scan the QR code
4. Enter Amount and tap Continue button
5. Tap Pay Now button
6. Verify details and tap Approve button
7. Verify Payment status

Steps for Dynamic QR Code

1. Launch the Mobile Banking App

2. Tap on DuitNow QR icon
3. Scan the QR code
4. Verify details and tap Pay Now button
5. Verify and tap Approve button
6. Verify Payment status

Steps for payment Above Transaction Limit (RM250) at Pre-

Login

1. Launch the Mobile Banking App

2. Tap on DuitNow QR icon
3. Scan the QR code
4. Enter Amount (above transaction limit RM250) and tap
Continue button
5. Enter Password and tap Proceed button
6. Verify details and tap Pay Now button
7. Verify and tap Approve button
8. Verify Payment status

Post-Login QR Payment

Steps for Static QR Code

1. Launch the Mobile Banking App, enter password and tap

Login button
2. Tap on DuitNow QR icon
3. Scan the QR code
4. Enter Amount and tap Continue button
5. Verify details and tap Pay Now button
6. Verify and tap Approve button
7. Verify Payment status

Steps for Dynamic QR Code

1. Launch the Mobile Banking App, enter Password and tap

Login button
2. Tap on DuitNow QR icon
3. Scan the QR code
4. Verify details and tap Pay Now button
5. Verify and tap Approve button
6. Verify Payment status

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 Frequently Asked Questions (FAQ)

12 Which debiting account can I Bank Islam customers can choose from either their current
choose for DuitNow QR? account, savings account or transactional investment
account.

13 How do I select my preferred Below are the steps to select your preferred source account:
DuitNow QR source account?
1. Login to your Bank Islam Mobile Banking App
2. Tab the Menu and select Setting
3. Select DuitNow QR setting
4. Select Preferred Funding Account at drop down list
5. Select Account Number for debiting
6. Tap Save button

14 Are there any charges for There are no charges for customers for using DuitNow QR.
using DuitNow QR?

15 I can’t perform any If you’re facing issues with DuitNow QR, please try any of
transaction through DuitNow these methods:
QR. What should I do?  Restart device - Many common issues can be fixed
by turning off and restarting device
 Check data connection – A strong internet connection
(Wi-Fi or mobile data) is required to use the app. Re-
launch the app when the internet connection is good
 Check device’s available storage – If the storage
space is low, please uninstall other apps or delete
items like pictures or videos to free up space. The
problem could also be attributed to multiple
suspended apps running in the background. Please
close unused apps to free up memory and resources
 Clear cache and data - Clear cache and data on the
App Store or Google Play Store application and try to
download the app again
 Update to the latest version of the GO by Bank Islam
app or uninstall and re-install the app.

16 What if the price displayed on Please confirm with the merchant if the information shown is
my screen is different from not reflected accurately. Should there be any discrepancies,
what the merchant had request the merchant to regenerate a new code and scan
agreed on? again.

17 What are the security features You can set your preferred daily transaction limit from RM0 to
in place? RM1,000. However there is a cumulative limit that you can set
to enable authentication for your transaction.

Password or biometric is required to proceed with DuitNow

QR if more than RM250 per transaction. Below the cumulative
limit, no authentication required.

18 How do I safeguard my You can prevent others from using your DuitNow QR by
DuitNow QR from being following these simple guidelines:
abused?  Ensure your device is protected with biometric, PIN or
pattern
 Do not save any other biometrics except your own on
your mobile devices
 Do not leave your device unattended
 Set your DuitNow QR limit based on your comfort
level

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 Frequently Asked Questions (FAQ)

Regularly check your account activity for any discrepancies or

unauthorised transaction.

19 What are the safety measures You are required to ensure the following:
to be taken before proceeding  Check the amount to be paid
with the DuitNow QR  Check the merchant’s details (business name) before
transaction? proceeding with the DuitNow QR transaction

20 What happens if I lose my Please call our Contact Centre at +603 26 900 900 to have
mobile phone? your Bank Islam Mobile Banking app temporarily suspended.

21 Do I need to key in my No. However, below are instances where password is

password every time I launch
and use DuitNow QR?
required:
 First-time set up of DuitNow QR
 Change of DuitNow QR settings including payment
limit and default account
 QR payment of more than RM250 per transaction or
exceeding RM250 in total (password or biometric
required)

22 Where can I use DuitNow You can use DuitNow QR at all participating local merchants
QR? and overseas merchants with the “DuitNow QR” logo
acceptance.

23 How do I receive money by You can generate a QR Code and let other person to scan it
using DuitNow QR? to transfer money to you. Kindly refer to the steps below:

Pre-Login Share QR Code

Steps for Static QR Code

1. Launch the Mobile Banking App and tap on DuitNow QR

icon
2. Tap Scan Me button
3. Tap Share DuitNow QR button

Steps for Dynamic QR Code

1. Launch the Mobile Banking App and tap DuitNow QR icon

2. Tap Scan Me button
3. Tap Enter Amount button
4. Enter Amount and tap √ button
5. QR Code is ready to scan

Post-Login Share QR Code

Steps for Static QR Code

1. Launch the Mobile Banking App, enter Password and tap

Login button
2. Tap on DuitNow QR icon
3. Tap Scan Me button
4. Tap Share DuitNow QR button

Steps for Dynamic QR Code

1. Launch the Mobile Banking App, enter Password and tap

Login button
2. Tap on DuitNow QR icon
3. Tap Scan Me button
4. Tap Enter Amount button
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 Frequently Asked Questions (FAQ)
24 May I know why at times I
don’t have to enter the
amount to be paid?
25 Can I de-register DuitNow
QR?
26 How long will it take to
process DuitNow QR?
27 How do I know my payment
status?
28 How do I know if the payment
was successfully made and
debited from my account?
29 Why is my payment being
rejected?
30 I have received a successful
notification for my payment,
but the merchant claimed to
not receive it. What should I
do?
31 Can another person(s)
leverage on my app to use
DuitNow QR?
32 What happens if the amount
transferred for QR Payments
was wrong due to either the
merchant’s/cashier’s or
customer’s mistake?
5. Enter amount and tap √ button
6. QR Code is ready to scan
This is because the recipient has already fixed the amount to
be paid. Hence, when you scan the DuitNow QR Code, you
will be making a payment for the exact amount. The amount
will be displayed on the screen for your confirmation.
Yes, you may do so. Kindly refer to the steps below:
1. Launch the Mobile Banking App, enter Password and tap
Login button
2. Tap Menu
3. Tap Settings
4. Tap DuitNow QR
5. Disable De-Register button (swipe toggle left)
6. Confirmation Pop up appears and tap OK
7. Verify and tap Approve button
8. Confirmation status Pop up appears and tap OK
DuitNow QR payments/transfers will be processed
immediately.
After you have made the payment, the status will be displayed
on the screen and you will also receive a notification via push
notification. Alternatively, you may view the transactions in
your account history.
Once you have scanned a QR code and made a payment, you
will receive a push notification on the successful status of
payment. You will also see an acknowledgement page
regarding the successful status of payment. Alternatively, you
may check the transaction history for successful payments
made or click on “Inbox” to check payment status.
Your payment may be declined due to these reasons:
 Insufficient balance in your account
 Poor internet connectivity
 Merchant’s DuitNow QR service has been
deactivated
Please show the successful notification to the merchant for
payment confirmation. Merchant also could check his/her own
transaction history to find out if the payment has been made.
No, you should not allow anyone to use your app and DuitNow
QR. The app is solely for your own usage. Best practices
should be upheld at all time to safeguard your DuitNow QR
from being abused by another person.
If you are at the merchant’s premise, kindly settle the dispute
with the merchant directly. Any settlement of discrepancies
shall be between you and the merchant/cashier. Both parties
are allowed to make settlements based on arrangement as
deemed fit, appropriate and agreed by both parties.
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 Frequently Asked Questions (FAQ)

If there is a need for further investigation, kindly report this

matter to our Contact Centre +603 26 900 900 for calls or
write into contactcenter@bankislam.com.my

33 What happens if the amount Kindly settle the dispute with each other directly. Any
transferred for P2P QR was settlement of discrepancies shall be between you and the
wrong due to either the sender/recipient. Both parties are allowed to make
sender or recipient? settlements based on arrangement as deemed fit, appropriate
and agreed by both parties.

If there is a need for further investigation, kindly report this

matter to our Contact Centre at +603 26 900 900 for calls or
write into contactcenter@bankislam.com.my

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