How long does it take to process a refund?

What can I do with KA$Hplus? Making payments by scanning the QR code of a participating merchant or vice versa; Purchases made within the app; Prepaid top-ups and bill payments Requesting or sending money from other KA$Hplus users Reload wallet balance; Withdrawing money to your own local bank account Withdraw Money at ATMs that accept VISA

KA$Hplus Frequently Ask Question

Common Topics

What is KA$Hplus?

KA$Hplus is a combination of smartphone apps E-Wallet & VISA prepaid card which allows users to perform transactions Physically or Online

What can I do with KA$Hplus?

KA$Hplus can be used for the following purposes:

Making payments by scanning the QR code of a participating merchant or vice versa;
Purchases made within the app;
Prepaid top-ups and bill payments
Requesting or sending money from other KA$Hplus users
Reload wallet balance;
Withdrawing money to your own local bank account
Withdraw Money at ATMs that accept VISA

Where can I use the KA$Hplus app (Wallet / QR Payment)?

The KA$Hplus app is available to use at participating merchants that display the KA$Hplus logo, "Powered by Fasspay" signage, or the Fasspay logo.

Is a smart device required to use KA$Hplus?

Yes, KA$Hplus is compatible with any smartphone or tablet that is connected to the internet via Wi-Fi or mobile data.

Can I use KA$Hplus in other countries?

KA$Hplus is currently only available in Malaysia.

Will the balance in my KA$Hplus account expire?

No. Your KA$Hplus balance will not expire.

Is there a minimum balance required in my wallet account?

Yes. Please keep a minimum balance of RM2.00 in your wallet account.

Will my account be deleted if I don't use KA$Hplus?

No, your account will not be deleted under any circumstances. Your KA$Hplus account will be deactivated for a period of 12 months.

Is KA$Hplus licensed with Bank Negara Malaysia?

Yes, KA$Hplus is a white-label solution provided by Fass Payment Solutions Sdn Bhd, a Bank Negara Malaysia licensed and accredited payment provider.

What security measures are in place to ensure that KA$Hplus is safe for customers?

Our top priority is your safety. When you make a payment with KA$Hplus, the funds are securely transferred from your account. Other security measures that protect your account and information include:

Every transaction requires your own 6-digit PIN or fingerprint authentication.
Your name, email address, mobile number, MyKad or passport number, residential address, account transaction details, and account balances are all kept private and secure. In our database, your credit/debit card information is securely stored and tokenized
To reduce the risk of unauthorized access and fraud, all transactions are monitored
Money deposited in your KA$Hplus account is kept in the Fass Payment Solutions Sdn. Bhd. registered Trustee Account.

What if my smart devices missing or is stolen?

Please do the following to protect your account:

Contact our Customer Service via Whatsapp ; or by email at pluscare@kash.my to temporarily suspend your account;
Disable / deactivate your lost SIM card that is linked to your KA$Hplus account.

To reduce the possibility of unauthorized access to your KA$Hplus account, take the following precautions:

Set a strong password: Use a unique and strong password for your KA$Hplus account that includes a mix of letters, numbers, and symbols. Avoid using easily guessable information such as your name or date of birth.
Enable fingerprint authentication: Fingerprint authentication provides an extra layer of security by requiring a user fingerprint in addition to the 6-digit PIN. Enable this feature in your KA$Hplus Account Settings.
Regularly update your app: Keep your KA$Hplus app up-to-date with the latest version, as it may include important security updates and bug fixes

I didn't get the 6-digit OTP SMS message. What should I do?

If you have not received the OTP SMS message after 5 minutes, click the "Resend" button to request that the system resend it to you. You are also advised to make sure you have access to good network coverage. If the problem persists, please contact our Customer Service via WhatsApp; or by email at pluscare@kash.my.

My KA$Hplus is no longer responding/crashing. What should I do?

If KA$Hplus stops responding or crashes, please restart it or update it to the latest version available in your app store. If the problem persists, please contact our Customer Service via WhatsApp; or by email at pluscare@kash.my.

What is the KA$Hplus wallet size?

The size of your wallet is determined by the type of account. You may upgrade your account to either one of these tiers depending on your usage preference under 'My Cards'.

Type Of Account	Wallet Size
Basic	RM200.00
Advance	RM1,500.00
Premium	RM10,000.00

Can I close my KA$Hplus account?

If you no longer need your KASHplus account and wish to close it, you can apply for account closure. Please contact our Customer Service via WhatsApp; or by email at pluscare@kash.my.

Why am I unable to send or request money from my contacts?

You are unable to send or request money from your contacts for a variety of reasons, including:

Insufficient wallet balance;
The intended contact has reached its wallet limit;
The intended contact is not a KA$Hplus user

Will there be a fee if I perform P2P transfers?

No, there will be no additional fee.

What are the features that distinguish each account type?

Type Of Account	Features
Basic	Spending Prepaid Reload Bill Payment
Advance	Spending Prepaid Reload Bill Payment Withdrawal of money to own local bank account (via app)
Premium	Spending Prepaid Reload Bill Payment Withdrawal of money to own local bank account (via app) Sending and requesting money from other KA$Hplus user VISA Prepaid Debit Card application

Is it possible to send or request money from multiple contacts?

Yes, you can choose up to nine (9) contacts to send or request money from

Why can't I upgrade my wallet account to Advance or Premium?

This can be possibly due to:

Unsuccessful OCR verification for MyKad or passport
1. Poor lighting affecting image clarity
2. The MyKad or passport is a stock photo
3. The details on the MyKad or passport do not match the profile
4. You have reached your daily limit of attempts
Invalid validation
1. Your MyKad or passport and selfie image capture do not match
2. There is a problem with your background checking by Fass Payment Solutions Sdn. Bhd. Third-party eKYC services

If these errors persist, your wallet account will revert to a Basic or Advance account, depending on which account you successfully registered for. But don't worry, you can resubmit the required documents via the app.

Why am I unable to transfer my wallet balance to my bank account?

This is due to you currently being a Basic account user, which does not allow withdrawals. To enjoy this feature, you must first upgrade your wallet account to Advance or Premium.

I have reached the maximum number of account upgrade attempts and cannot upgrade my account anymore. What should I do?

Please contact our Customer Service via WhatsApp or by email at pluscare@kash.my

Registration / Login Topics

How do I create a KA$Hplus account?

To create a KA$Hplus account, you must first download the KA$Hplus application in the app store as follows:

Apple App Store - https://apps.apple.com/us/app/kashplus/id1591333903
Google Play Store - https://play.google.com/store/apps/details?id=com.fasspay.biz.wallet.vfsb
Huawei App Gallery - https://appgallery.huawei.com/app/C105993177

Register your name, mobile number, and email address to create an account with KA$Hplus.

Is there a charge for using KA$Hplus?

There will be no charge when using KA$Hplus. Withdrawing any amount of money from your wallet balance, however, will result in a surcharge fee.

Can I register a KA$Hplus account using a foreign mobile number?

You may use an international phone number to register a KA$Hplus account.

Can I register multiple mobile numbers for one (1) KA$Hplus account?

No. Each KA$Hplus account can only be linked to one (1) mobile number.

Why can't I register with my mobile number?

The mobile number may already exist in our system or enter in an incorrect format.

What is a 6-digit User PIN? Can I make changes after the initial setup?

The 6-digit User PIN is a secure PIN that is used to authenticate you as a KA$Hplus user and to verify transactions. You can also change your 6-digit User PIN after the first time you set it up.

To change your 6-digit User PIN, follow these steps:

Navigate to “Settings” in the app.
Select "Change User Pin" from the Account Settings menu.
Enter your current six-digit User PIN
Key in and verify your new 6-digit User PIN.
Your user PIN has been changed!

I forgot my KA$Hplus password. How do I reset it?

To reset your password, follow these steps:

Go to “Settings”.
Click the "Change User Pin" button.
On the next screen, select "Forgot user pin?" You will receive a 6-digit OTP and a 4-character PAC code from KA$Hplus.
Enter the 6-digit OTP sent to your mobile number via SMS and confirm that the 4-character PAC code displayed on the screen corresponds to the SMS.
Set your new 6-digit User PIN and confirm it.
The user PIN has been successfully reset!

Can I access my KA$Hplus account if my phone number has changed?

Yes, you can sign in with your existing mobile number and then update your mobile number in Settings.

To update your new phone number, follow these steps:

Go to "Profile."
Select "Change Mobile Number" from the Edit Account Settings menu
Enter your new phone number.
Enter your password or use your fingerprint to confirm this action
Your phone number has been successfully updated!

If this procedure is not supported, please contact Customer Service via WhatsApp; or by email at pluscare@kash.my to request this action.

You must reactivate your account once your mobile number has been updated.

Can I access my KA$Hplus account if I change my device?

You can still sign in on your new device, but you must reactivate your account.

Why do I keep getting errors when attempting to access my KA$Hplus account?

If you keep receiving error codes while signing in, it could be because of:

Connection to the internet. Before you sign into your account, make sure you're connected to the internet.
Incorrect mobile number or password.

If the issue persists, please contact our Customer Service via WhatsApp; or by email at pluscare@kash.my

Spending Topics

How do I pay with KA$Hplus?

To use the KA$Hplus app to pay:

Go to Home
Under ‘Payments’, choose ‘Pay’.
Scan the QR code displayed by the merchant.
Enter the payment amount
Verify the payment with a 6-digit User PIN or Fingerprint
The transaction has been completed successfully!

What should I do if I paid the incorrect amount?

Please notify your merchant to cancel the payment, and you will receive a push notification stating that the cancelled amount has been credited back to your wallet account. You can also view your Transaction History to see if the void payment was successful.
Please contact our Customer Service via WhatsApp; or by email at pluscare@kash.my for further assistance.

Why did I get the message “You’ve reached 100% of your daily spending limit for today"?

You have reached your spending limit for the day. When your daily spending limit is reached, you are unable to make any transactions until the following day.

What should I do if an error occurs when I use KA$Hplus to make a payment?

If you encounter a payment error, check your transaction history to see if the payment was successful or failed. You may retry to make the payment if it is not recorded in your Transaction History.

Please contact our Customer Service via WhatsApp; or by email at pluscare@kash.my for further assistance.

Can I see transactions that occurred more than two weeks ago?

Yes, you may view all transactions made since your wallet account was activated.

What is my spending limit?

The type of account determines your daily or monthly transaction limit. Once you've reached the limit, you won't be able to spend again until the next day or month.

Type Of Account	Spending Limit
Basic	Daily – RM 1,000.00 Monthly – RM 4,999.00
Advance	Daily – RM 1,500.00 Monthly – RM 4,999.00
Premium	Daily – RM 10,000.00 Monthly – RM 120,000.00

Is there a fee for paying bills?

No, there will be no fee for any bill payments

How can I keep track of my VISA prepaid card spending?

You can view all payments made with your virtual and physical VISA prepaid card by going to the VISA card “Transaction History”.

VISA Prepaid Card Topics

Who is eligible to apply for the VISA prepaid card?

Any KA$Hplus wallet user is eligible to apply for the VISA prepaid card by upgrading to a Premium wallet account. However, individual from VISA sanctioned countries is not eligible to apply for the VISA prepaid card.

How do I get a VISA prepaid card?

You must first sign up for a Basic or Advance account. To get a VISA prepaid card, please follow the steps below:

On the card menu, choose ‘Upgrade to Get Visa Card’.
Click ‘Upgrade Now’
You will be directed to the web ordering page to complete your purchase of the KA$Hplus VISA prepaid card. Please keep in mind that there will be fees associated with the card order.
Upon successful payment, you will be redirected to the KA$Hplus app to complete the eKYC procedure.
Upon the completion of these steps, your application will be processed and your KA$Hplus VISA prepaid card will be delivered to you within 14 working days.

The card ordered is not refundable. There will be a monthly fee of RM2.00. It will be deducted from your wallet balance.

I already paid for the VISA prepaid card. How do I apply for the card?

If you have made a payment for the Visa card, please follow these steps:

You will receive a pop-up message on your KASHplus app. Click ‘View Card’.
On the card menu, click ‘Pending upgrade account’ to upgrade your account to Premium
You will need to complete the eKYC procedure.
Upon the completion of these steps, your application will be processed and your KA$Hplus VISA prepaid card will be delivered to you within 14 working days.

Do I have to pay to apply for a VISA prepaid card?

Yes, it is chargeable to apply for a Visa prepaid card.

Please keep in mind that the card ordered is not refundable, and there will be a monthly fee of RM2.00 or annual fees of RM 24.00, which will be deducted from your wallet balance.

What is the difference between the virtual Visa prepaid card in my wallet and the physical Visa prepaid card I will receive?

They are the same, sharing card details such as the card number. The balance on both the virtual and physical Visa prepaid cards is the same, and you can spend and make payments within the spending limit set in your Card Settings.

How long does it take to receive my physical Visa prepaid card?

Upon successful application, your physical Visa prepaid card will be delivered to you within 7-14 working days.

My physical Visa prepaid card has not arrived after more than 7 working days. How should I keep track of my card?

Please contact our Customer Service via WhatsApp or e-mail us at pluscare@kash.my.

Is it possible to track the arrival of my physical Visa prepaid card?

Unfortunately, we do not currently have this feature.

When can I begin using my Visa prepaid card?

After successfully upgrading your wallet account to Premium, you can use your virtual Visa prepaid card in your wallet to make your first purchase using a QR payment.

Your physical Visa prepaid card, on the other hand, will be delivered to you, where you will be able to spend it after activating it with the KA$Hplus mobile application.

Please activate your physical Visa prepaid card and set up its 6-digit PIN only when the physical Visa prepaid card arrives for security reasons. This is to prevent the unauthorized use of your physical Visa prepaid card.

How many KA$Hplus Visa prepaid cards am I allowed to apply for?

You can currently add up to ten (10) cards to your wallet account.

How do I get my Visa prepaid card activated?

Your virtual Visa prepaid card is activated upon successfully created in KA$Hplus app.

Please activate your physical Visa prepaid card and set up its 6-digit PIN only when the physical Visa prepaid card arrives for security reasons. This is to prevent any fraudulent or inappropriate use of the physical Visa prepaid card. To activate your physical Visa prepaid card, follow these steps:

When your physical Visa prepaid card arrives, go to Card Settings and select 'Activate Card'.
Scan the front of your physical Visa prepaid card or manually enter and confirm the card details.
Create your physical Visa prepaid card PIN after successfully verifying your card details.

Once your physical Visa prepaid card has been activated, you can begin using it!

Why does my physical Visa prepaid card activation fail?

Please verify that the physical Visa prepaid card details match those shown on the Card Activation screen.

If this problem persists, please contact our Customer Service via WhatsApp or e-mail at pluscare@kash.my.

How do I view the information on my virtual Visa prepaid card?

You may select the "View" button on the card which prompts you to verify your fingerprint or 6-digit PIN. Upon successful verification, your card details will be displayed.

Will there be any fees associated with using the Visa prepaid card?

There will be no fees if you use the KA$Hplus Visa prepaid card to make purchases. However, there are fees for international transactions that Visa will charge.

I just received my prepaid Visa card. When I want to use the card at the business premises, my card cannot be used. Why does this happen?

For first time card usage at the business premises, you must use the PIN & PAY payment method.

Where can I use my Visa prepaid card?

You may use your Visa prepaid card at any merchant or store that accepts Visa. Aside from in-store purchases, you can use your Visa prepaid card to shop online and perform payment functions within your wallet such as bill payment, mobile prepaid reload, and funds transfer between contacts in your wallet.

Is there a limit to the amount of money I can store on my Visa prepaid card?

You can keep up to RM10,000.00 in your wallet, which will be combined with the balance on your Visa prepaid card.

Is it possible to set a spending limit on my Visa prepaid card?

Yes, go to Card Settings and choose "Transaction Limits." Set your desired amount and confirm with your user PIN. You can set a maximum amount limit of RM10,000.

When I went shopping online, my online payment with the KA$Hplus Visa prepaid card failed. What should I do?

We sincerely apologize for the issues you experienced with our service. Please contact our Customer Service via WhatsApp or via e-mail at pluscare@kash.my.

I lost my card. What should I do?

Please contact our Customer Service via WhatsApp or via e-mail at pluscare@kash.my for card suspension.

You will then have to reapply for the KA$Hplus Visa prepaid card as you did the first time. Please keep in mind that a card ordering fee will apply.

There is some suspicious activity on my Visa prepaid card. What should I do?

Do I still need to activate my replacement physical Visa prepaid card?

Yes. You still need to activate your replacement card. To activate your card, please go to Card Settings.

How can I spend with my virtual Visa prepaid card?

Currently, this is only applicable to merchants that accept Fasspay QR e-money payments.

What is the difference between a card and a user PIN?

Card PIN is the 6-digit PIN number you enter when spending with your physical Visa prepaid card in-store.

I forgot my card PIN. What should I do?

You can change your card PIN under Card Settings, which will prompt you to confirm the action with your user PIN.

Following successful verification, you can generate a new card PIN and begin spending.

Can I use the same PIN for my PIN reset?

Yes, you can use the same card PIN that you previously used.

What is the different between the Fasspay proprietary card and the KA$Hplus Visa prepaid card?

When users sign up for the wallet, they are given the proprietary Fasspay card, which allows them to make in-store payments as well as other payment functions such as P2P, bill payments and mobile top-ups.

Whereas, the Visa prepaid card provides more entitlements for users to perform payments at any merchants participating in Visa payment acceptance.

Both the proprietary Fasspay card and the Visa prepaid card share a combined balance in the user's wallet.

Frequently Ask Question

Common Topics

Registration / Login Topics

Top Up Topics

Spending Topics

VISA Prepaid Card Topics