XOX Wallet General Information

1. What is the XOX Wallet?

XOX Wallet is a mobile wallet designed exclusively for XOX subscribers. It provides a more seamless and easy-to-use payment experience and offers higher transaction limits, exclusive deals and discounts, and a one-stop payment solution for all XOX-related transactions.

 

2. What can I do with XOX Wallet?

Once you have downloaded the XOX Wallet Apps and activated the account, you may:

1.       Pay at XOX Wallet's participating merchants

2.       Peer to peer transfer (XOX Wallet users only)

3.       Checking and Paying of XOX mobile bills (Please take note the minimum amount to reload/pay XOX bill is RM10)

 

3. Are there any fees that I need to pay to use the XOX Wallet?

No, XOX Wallet is a free application.

 

4. What are the types of eWallet size that XOX Wallet offers?

The XOX Wallet offers three types of e-Wallet size:

1.       Limited Purpose Wallet for special events – RM500

2.       Blue wallet with a basic wallet size of RM1000, and

3.       Red wallet with RM4,999 wallet size after you upgrade from Blue Wallet by completing the Account Verification (eKYC) process

 

5. Is this product under the regulation of Bank Negara Malaysia?

Yes, XOX Wallet is issued by XOX Com Sdn Bhd an approved EMI ( eMoney Issuer) under Bank Negara          Malaysia

You may find us listed on the Bank Negara Malaysia website here: https://www.bnm.gov.my/non-bank-e-money-issuers

 

 

 

 

Downloading and Using XOX Wallet App

6. How do I get the XOX Wallet App?

XOX Wallet App is currently available on Malaysia's Google Playstore and App store.

Please verify that your account location setting is set for Malaysia and ensure that your phone's operating system is up-to-date as XOX Wallet app is only supported on iOS 9 and Android 5.0 (Lolipop) and above

 

7. Why can't I seem to find or download XOX Wallet?

XOX Wallet App is currently available on Malaysia's Google Playstore and Apple App store. Please verify that your account location setting is set for Malaysia and ensure that your phone's operating system is up-to-date as XOX Wallet app is only supported on Android V5.0 (Lolipop) and above. If you are still unable to find or download XOX Wallet, please contact us at contact@fintech.xox.com.my

 

8. Can I use XOX Wallet on my rooted device?

No, please be informed that XOX Wallet App can't be installed on a rooted device. Please change your device and ensure that it is not jailbroken asthis will compromise the security for any monetary related app because your personal data could be stolen by unauthorised parties.

 

9. XOX Wallet App not opening and keeps hanging. What should I do next?

If you are experiencing technical difficulties:

1.       Ensure that you have downloaded the latest version of XOX Wallet

2.       If the problem persists, please contact us through email at contact@fintech.xox.com.my

 

10. Can I view my XOX Wallet account through another device (Notebook/Computer)?

No, XOX Wallet is only accessible through your mobile phone.

 

11. Can I use XOX Wallet outside of Malaysia?

No, XOX Wallet is only available in Malaysia and is unavailable in other countries.

 

 

 

 

12. Can I sign into my account simultaneously using two devices?

No. Your number is only registered and would always be paired to one device at all times. You will not be able to register/log in the XOX Wallet App through another device at any time.

 

13. I cannot access my account, what should I do?
1. Kindly check if you have downloaded our latest version of the app.
2. Please ensure your username and password is accurate
3. Please ensure that you have logged in to your registered device and allow phone permission for location
4. If the problem persists, you may contact us at contact@fintech.xox.com.my

 

XOX Wallet Eligibility and Account Creation

14. What is the eligibility for this XOX Wallet?

You will have to follow the criteria below:

1.       Possess Malaysian identity card (NRIC) or Army ID or Police ID or SSM ID (for Merchant Wallet)

2.       Have a mobile phone number

3.       Have an Android phone with version 5.0 and above OR

4.       Have an iOS phone with version 9.0.0 and above

5.       Aged 18 and above

 

15. Can I have multiple XOX Wallet Account?

No, you can only have one XOX Wallet account as one MyKad is assigned to one XOX Wallet account.

 

 

Top-Up, Balance and Transaction

16. How can I reload my XOX Wallet account?

You can add money to your XOX Wallet account via FPX or via Peer to Peer transfer (XOX Wallet Only)

 

 

 

 

 

17. What is the minimum and maximum amount that I can top up/reload in my eWallet?

The minimum amount for reloads is RM10. Besides that, kindly refer to the maximum amount for reloads  as stated in table below:

	Special Wallet	Blue	Red
Maximum Reload	RM500.00	RM 1000.00	RM4,999.00

 

 

18. What if I don’t have enough money to do any transaction, will it shows a negative balance?

The transaction will not go through. You will need to reload your account to the amount equal or more than the amount that you would like to purchase.

 

19. What if my transaction failed but  money have already been deducted from the e-Wallet?

Please share the details of the transaction and email to contact@fintech.xox.com.my. We will check with our merchant/service providers for a refund process.

 

20. There is a transaction that I did not perform but my e-wallet balance had already been deducted, what should I do?

Please check with the merchant to confirm on the transaction status. If it is a reload issue, you may raise the issue to contact@fintech.xox.com.my along with the deduction proof and transaction number for us to assist you.

 

XOX Wallet Account Management

21. How can I view or download my transaction history?

Transaction history is made available for all user in the application. You may view by clicking the ‘Transaction History’ tab  at the bottom right of the app.

  

 

22. What should I do if my phone is lost, stolen or change my device?
1. Send email to contact@fintech.xox.com.my please provide you new device details (phone model, android version and kernel ID) and new phone number (If any)
2. Your account status will be updated via email
3. Download XOX Wallet in your new device
4. Start using your XOX Wallet app

 

23. What happens if I changed my mobile number/mobile phone?

You may contact us at  contact@fintech.xox.com.my to update your number/phone model. We will provide an update the status to you via email.

 

24. How do I change/reset my password?

There are two ways to reset your password:

1. If you are not logged in, you can click on the “Forgot Password?” button on the “Sign in” page
2. If you are already logged in, you can go to “App Settings” and click on the “Change Password” button
24. What do I do if my account is blocked for keying in wrong pin number more than three (3) times?

Please get in touch with us at contact@fintech.xox.com.my if you are suspended because of wrong pin entry.

 

Safety and Security

26. Who is responsible for unauthorised transactions due to loss or scam?

Kindly send the unauthorized payment to contact@fintech.xox.com.my . We will need to investigate this on a case-by-case basis.

 

27. How do I report suspicious or fraudulent activity?

Please get in touch with us at contact@fintech.xox.com.my if you were charged for something you did not purchase, or if someone has been using your XOX Wallet without your knowledge/approval.

  

XOX BLACK App and Wallet Integration

28. I am an XOX BLACK App user and has a wallet balance in BLACK App. Is it the same wallet and will the balance sync?

No, it is not the same and the balance will not sync.

 

29. What happens when I top up from BLACK app wallet ?

Your top-up will be credited to the XOX BLACK app wallet, and it won't show up in the XOX Wallet App.

 

30. Can I use same mobile number as BLACK app wallet to register the new e-wallet?

Yes, you may use the same mobile number to register for the new e-wallet.

 

31. What will happen to the small wallet (black app)?

 

The Small Wallet in Black app will continue to operate as usual until all our users have been successfully transitioned to the new wallet.