Frequently Asked Questions

FAQ

We have received and responded to almost 15.6K tickets from Zendesk via emails, telephone call and social medias. Browse our list of frequently asked question to learn more. Should you have any query not listed, feel free to email us at help@senangpay.my and our dedicated team will be ready to help you.

01. About senangPay ▾

senangPay is a payment gateway service provider. senangPay allows you to receive credit and debit cards, and FPX payment easily.

senangPay is managed by Simplepay Gateway Sdn Bhd (1155742-H).

senangPay works as a middle person that will request a payment from your customer’s card/account bank provider and then credit them to your bank account.

02. Registration ▾

Complete your sign up through the registration page and make a payment. Once done, head to senangPay dashboard to upload your required documents. Your account will be processed for verification and approval by senangPay and our acquiring bank. We will notify you once your account has been verified. Read on to learn more about how to register here.

You have to be at least 18 years old to register with senangPay. Your business should also be registered with SSM to proceed.

You can view the list of required documents here.

Once your registration is completed and all your documents have been uploaded, it will take around 14 working days for your account to be verified by senangPay and approved by the bank. However, you can start using senangPay immediately with a few restrictions until your account has been completely approved.

You can start to use senangPay immediately after you complete your registration. However, you can only use FPX feature before your account is approved. To receive your settlement, you need to complete your documents to be verified. To start receiving credit/debit card payment, you will need to wait for bank approval. View the summary below for more information.

No.

03. Fees & Other Charges ▾

We only have two (2) charges. Annual subscription fees and transaction fees. Other charges are only applicable should you require extra services from us. No other hidden fees!

Our package range from RM300 /year (Basic), RM450 /year (Advanced) and RM1,500 /year (Special). Learn more about our package difference here.

We charge 2.5% (or a minimum of RM0.65) for each successful credit/debit card transaction, and 1.5% (or a minimum of RM1.00) for each successful FPX transaction.

Our Special Package offers a lower transaction rate for credit/debit cards at only 1.8% (or a minimum of RM0.65). If you believe that your business should have a lower rate, do not hesitate to drop us an email at help@senangpay.my and we will have our representative contact you.

For normal usage, there are no other charges applied. But following is the list of other charges should you require extra service from us:
– Change of Access Email – RM10.00
– Refund to your customer (Credit/Debit Card transaction only) – 1.5%
– Change of Bank Account details – RM12.65
– MID request – contact us at help@senangpay.my
– MOTO service – contact us at help@senangpay.my

View your charges by going to Charges > List. To pay for your charges, you may pay manually by clicking on the Action button and proceed with your payment. Alternatively, you can email us at help@senangpay.my for other payment options.

Contact us at help@senangpay.my with your details and inquiries, and our representative will contact you.

04. My Account & Dashboard ▾

Head to the login page. Key in your access email and your password.

No. But if you have updated your SSM registration, you need to send us your latest document for verification.

No. If you change your business, you need to register a new senangPay account for it.

No. One senangPay account will only have one login access.

Click on forgot password at the login page, and the instruction will be sent to your contact email.

Please send your enquiry to help@senangpay.my

Login to your dashboard, go to Settings > Profile.

Please send your inquiry to help@senangpay.my

Please send your inquiry to help@senangpay.my

Go to Settings > Subscription Click on “Upgrade Subscription”. An auto-calculation will be performed for how much you will need to pay for upgrading. You’ll then need to complete the payment. Once we received the payment, we will change your account status from Basic to Advance. Read more here.

Please send your enquiry to help@senangpay.my

Yes.

Please send your enquiry to help@senangpay.my

05. Payments & Settlements ▾

Your settlement will be credited to your registered bank account, twice a week.

Login to your dashboard, go to Settings > Profile. Once done, scroll down and click Save. Your bank account details will be updated automatically.
Note: You will receive a charge from senangPay with details ‘Additional Services’. View your charges by going to Charges > List. To pay for your charges, you may pay manually by clicking on the Action button and proceed with your payment. Alternatively, you can email us at help@senangpay.my for other payment options.

You need to complete your documents, and your minimum settlement amount to be at least RM100. Your settlement will then be credited to you on the next settlement day.

Settlement will be credited to you twice a week, on Wednesday and Friday. Should the settlement day falls on a public holiday, your settlement will be credited to you on the next working day. Following are the settlement schedule:

The minimum amount for your settlement to be credited is RM100.

Please send your inquiry to help@senangpay.my

Your settlement might be processed on the next batch. Please refer here for the batch time. Or,

It is not a settlement day yet, or it is a public holiday. If the settlement day falls on a public holiday, the settlement will be processed on the next working day. Or,

Your document is incomplete. Please login to your dashboard and complete your required documents. Or,

You didn’t reach the minimum amount. Our minimum settlement amount is RM100. Or,

Your settlement is currently on hold. Please email us to help@senangpay.my for assistance.

Please send your enquiry to help@senangpay.my

Please send your inquiry to help@senangpay.my

06. Using senangPay - I have no website ▾

Yes. You may use our payment form feature.

You can use our payment form to receive payment.

A Payment Form allows you as the business owner to add specific products and lets you monitor each product transaction separately. This form allows you to set a fixed price for each of your products.

Read more here.

You can create multiple payment form for each product. You can then combine up to 10 products in one Collection Form.

You can use multiple Collection Form or it may be the time to start your e-commerce website.

You can use our Universal Payment Form. Note that you may only receive FPX payment using this form.

Yes. This feature only available to Advance and Special package only.

No. But do stay tuned for more updates from us!

Yes. You can use our Recurring Features.

Yes. You can use our Recurring Features.

07. Using senangPay - I have a website ▾

08. Using senangPay - Integration with API ▾

You may access our API here.

Please send your enquiry to help@senangpay.my

09. Using senangPay - International Use ▾

No. But we can receive payment using international card given their card are issued by Mastercard and Visa. All our transactions will be processed in Ringgit Malaysia (MYR) only.

We provide English and Bahasa for payment form language.

10. Charges & Refunds ▾

To make a refund to your customer, you’ll need to click on the Request Refund located on each row of the credit card transactions. Then, a payment form will appear you may follow the instructions to complete.

A refund process usually will take up 14 working days.

The customer/cardholder need to refer this to their respective card issuing bank.

Please contact your merchant for a refund request.

Please send your inquiry along with SMS/email of proof that your card has been charged by Simplepay Gateway Sdn Bhd, and our team will investigate the matter and contact you soon.

11. Dispute & Fraud ▾

You may open a ticket explaining reason of not accepting overseas card to be used. Compliance & Risk team will review your case depending on any risk associated with the nature of your business using non-local card payments.

Review the dispute and reply with your explanation of what happened. Respond quickly and include suggestions on how to resolve the dispute. Once a dispute has been opened, you and your buyer have 3 days to come up with a resolution.

We don’t initiate or handle chargebacks – the buyer’s card issuer does, so that process follows the issuer’s policies. We also don’t judge the validity of a chargeback; that’s the responsibility of the card issuer. Our role is simply to collect information about the transaction and help you work with the card company to resolve the chargeback.

Read on Dispute Process here

12. Privacy & Security ▾

Yes. Security has always been our first priority and will be handled on the highest level of attention and immediate action will be taken upon any security implications to the overall system. Our system has been audited to be secure and we are currently in the process of getting certified for PCI-DSS compliance, which is the highest level of security assurance any company can have. There’s no compromise on security and we will always handle it first and foremost.

Yes. Security has always been our first priority and will be handled on the highest level of attention and immediate action will be taken upon any security implications to the overall system. Our system has been audited to be secure and we are currently in the process of getting certified for PCI-DSS compliance, which is the highest level of security assurance any company can have. There’s no compromise on security and we will always handle it first and foremost.

The PCI DSS applies to all entities that store, process, and/or transmit cardholder data. It covers technical and operational system components included in or connected to cardholder data. If you are a merchant who accepts or processes payment cards, you must comply with the PCI DSS.

We maintain technical, physical, and administrative security measures designed to provide reasonable protection for your Personal Data against loss, misuse, unauthorized access, disclosure, and alteration. The security measures include firewalls, data encryption, physical access controls to our data centers, and information access authorization controls. While we are dedicated to securing our systems and Services, you are responsible for securing and maintaining the privacy of your password(s) and Account/profile registration information and verifying that the Personal Data we maintain about you is accurate and current. We are not responsible for protecting any Personal Data that we share with a third-party based on an account connection that you have authorized.

PCI-DSS is a set of security standards designed to ensure security. Read more on PCI-DSS here.

Yes, senangPay is PCI DSS compliance and certified with PCI-DSS level 2 certification.

senangPay has been certified with PCI-DSS level 2 certification. Which allow us to store credit card information. Your server does not need to have the PCI-DSS certification since the credit card information will be stored on our server. But, we need you to make sure that you are providing a secure environment (secure from any kind of hacking method available).

If you accept credit or debit cards as a form of payment, then PCI compliance applies to you. The storage of card data is risky, so if you don’t store card data, then becoming secure and compliant may be easier.

Yes.

senangPay is registered with Bank Islam as our acquiring Bank

13. senangPay Affiliate Program ▾

You need to have an account with us to be eligible. Then, register here.

You’ll receive 30% of the package fee upon every successful registration using your affiliate link.

Your commission will be credited to your bank account at the end of each month.

To join the senangPay Affiliate Program you have to sign up first as a merchant senangPay at least using Advance Package to be qualified. Read our guide to learn more about our affiliate program.

14. Support ▾

You may send an email to help@senangpay.my or contact our support line at 03-2771-2707

Our support team will only be available from Monday-Friday, at 9.00 am – 5.30 pm.

We will reply to your inquiry in 1 working day.

Yes, you may comment on our post or send us a message on our Facebook.

15. Other ▾

Please send your enquiry to help@senangpay.my

English

senangPay is a payment gateway service provider. senangPay allows you to receive credit and debit cards, and FPX payment easily.

senangPay is managed by Simplepay Gateway Sdn Bhd (1155742-H).

senangPay works as a middle person that will request a payment from your customer’s card/account bank provider and then credit them to your bank account.

Complete your sign up through the registration page and make a payment. Once done, head to senangPay dashboard to upload your required documents. Your account will be processed for verification and approval by senangPay and our acquiring bank. We will notify you once your account has been verified. Read on to learn more about how to register here.

You have to be at least 18 years old to register with senangPay. Your business should also be registered with SSM to proceed.

You can view the list of required documents here.

Once your registration is completed and all your documents have been uploaded, it will take around 14 working days for your account to be verified by senangPay and approved by the bank. However, you can start using senangPay immediately with a few restrictions until your account has been completely approved.

You can start to use senangPay immediately after you complete your registration. However, you can only use FPX feature before your account is approved. To receive your settlement, you need to complete your documents to be verified. To start receiving credit/debit card payment, you will need to wait for bank approval. View the summary below for more information.

No.

We only have two (2) charges. Annual subscription fees and transaction fees. Other charges are only applicable should you require extra services from us. No other hidden fees!

Our package range from RM300 /year (Basic), RM450 /year (Advanced) and RM1,500 /year (Special). Learn more about our package difference here.

We charge 2.5% (or a minimum of RM0.65) for each successful credit/debit card transaction, and 1.5% (or a minimum of RM1.00) for each successful FPX transaction.

Our Special Package offers a lower transaction rate for credit/debit cards at only 1.8% (or a minimum of RM0.65). If you believe that your business should have a lower rate, do not hesitate to drop us an email at help@senangpay.my and we will have our representative contact you.

For normal usage, there are no other charges applied. But following is the list of other charges should you require extra service from us:
– Change of Access Email – RM10.00
– Refund to your customer (Credit/Debit Card transaction only) – 1.5%
– Change of Bank Account details – RM12.65
– MID request – contact us at help@senangpay.my
– MOTO service – contact us at help@senangpay.my

View your charges by going to Charges > List. To pay for your charges, you may pay manually by clicking on the Action button and proceed with your payment. Alternatively, you can email us at help@senangpay.my for other payment options.

Contact us at help@senangpay.my with your details and inquiries, and our representative will contact you.

Head to the login page. Key in your access email and your password.

No. But if you have updated your SSM registration, you need to send us your latest document for verification.

No. If you change your business, you need to register a new senangPay account for it.

No. One senangPay account will only have one login access.

Click on forgot password at the login page, and the instruction will be sent to your contact email.

Please send your enquiry to help@senangpay.my

Login to your dashboard, go to Settings > Profile.

Please send your inquiry to help@senangpay.my

Please send your inquiry to help@senangpay.my

Go to Settings > Subscription Click on “Upgrade Subscription”. An auto-calculation will be performed for how much you will need to pay for upgrading. You’ll then need to complete the payment. Once we received the payment, we will change your account status from Basic to Advance. Read more here.

Please send your enquiry to help@senangpay.my

Yes.

Please send your enquiry to help@senangpay.my

Your settlement will be credited to your registered bank account, twice a week.

Login to your dashboard, go to Settings > Profile. Once done, scroll down and click Save. Your bank account details will be updated automatically.
Note: You will receive a charge from senangPay with details ‘Additional Services’. View your charges by going to Charges > List. To pay for your charges, you may pay manually by clicking on the Action button and proceed with your payment. Alternatively, you can email us at help@senangpay.my for other payment options.

You need to complete your documents, and your minimum settlement amount to be at least RM100. Your settlement will then be credited to you on the next settlement day.

Settlement will be credited to you twice a week, on Wednesday and Friday. Should the settlement day falls on a public holiday, your settlement will be credited to you on the next working day. Following are the settlement schedule:

The minimum amount for your settlement to be credited is RM100.

Please send your inquiry to help@senangpay.my

Your settlement might be processed on the next batch. Please refer here for the batch time. Or,

It is not a settlement day yet, or it is a public holiday. If the settlement day falls on a public holiday, the settlement will be processed on the next working day. Or,

Your document is incomplete. Please login to your dashboard and complete your required documents. Or,

You didn’t reach the minimum amount. Our minimum settlement amount is RM100. Or,

Your settlement is currently on hold. Please email us to help@senangpay.my for assistance.

Please send your enquiry to help@senangpay.my

Please send your inquiry to help@senangpay.my

Yes. You may use our payment form feature.

You can use our payment form to receive payment.

A Payment Form allows you as the business owner to add specific products and lets you monitor each product transaction separately. This form allows you to set a fixed price for each of your products.

Read more here.

You can create multiple payment form for each product. You can then combine up to 10 products in one Collection Form.

You can use multiple Collection Form or it may be the time to start your e-commerce website.

You can use our Universal Payment Form. Note that you may only receive FPX payment using this form.

Yes. This feature only available to Advance and Special package only.

No. But do stay tuned for more updates from us!

Yes. You can use our Recurring Features.

Yes. You can use our Recurring Features.

No. But view other alternative here.

No. But view other alternatives here.

Sorry, we do not provide web developing service. Alternatively, you may create your own through ready-hosted e-commerce platform available with us. Please contact their respective support for details.

Please send your enquiry to help@senangpay.my

Yes.

You may access our API here.

Please send your enquiry to help@senangpay.my

No. But we can receive payment using international card given their card are issued by Mastercard and Visa. All our transactions will be processed in Ringgit Malaysia (MYR) only.

We provide English and Bahasa for payment form language.

Yes. Security has always been our first priority and will be handled on the highest level of attention and immediate action will be taken upon any security implications to the overall system. Our system has been audited to be secure and we are currently in the process of getting certified for PCI-DSS compliance, which is the highest level of security assurance any company can have. There’s no compromise on security and we will always handle it first and foremost.

Yes. Security has always been our first priority and will be handled on the highest level of attention and immediate action will be taken upon any security implications to the overall system. Our system has been audited to be secure and we are currently in the process of getting certified for PCI-DSS compliance, which is the highest level of security assurance any company can have. There’s no compromise on security and we will always handle it first and foremost.

The PCI DSS applies to all entities that store, process, and/or transmit cardholder data. It covers technical and operational system components included in or connected to cardholder data. If you are a merchant who accepts or processes payment cards, you must comply with the PCI DSS.

We maintain technical, physical, and administrative security measures designed to provide reasonable protection for your Personal Data against loss, misuse, unauthorized access, disclosure, and alteration. The security measures include firewalls, data encryption, physical access controls to our data centers, and information access authorization controls. While we are dedicated to securing our systems and Services, you are responsible for securing and maintaining the privacy of your password(s) and Account/profile registration information and verifying that the Personal Data we maintain about you is accurate and current. We are not responsible for protecting any Personal Data that we share with a third-party based on an account connection that you have authorized.

PCI-DSS is a set of security standards designed to ensure security. Read more on PCI-DSS here.

Yes, senangPay is PCI DSS compliance and certified with PCI-DSS level 2 certification.

senangPay has been certified with PCI-DSS level 2 certification. Which allow us to store credit card information. Your server does not need to have the PCI-DSS certification since the credit card information will be stored on our server. But, we need you to make sure that you are providing a secure environment (secure from any kind of hacking method available).

If you accept credit or debit cards as a form of payment, then PCI compliance applies to you. The storage of card data is risky, so if you don’t store card data, then becoming secure and compliant may be easier.

Yes.

senangPay is registered with Bank Islam as our acquiring Bank

You need to have an account with us to be eligible. Then, register here.

You’ll receive 30% of the package fee upon every successful registration using your affiliate link.

Your commission will be credited to your bank account at the end of each month.

To join the senangPay Affiliate Program you have to sign up first as a merchant senangPay at least using Advance Package to be qualified. Read our guide to learn more about our affiliate program.

You may send an email to help@senangpay.my or contact our support line at 03-2771-2707

Our support team will only be available from Monday-Friday, at 9.00 am – 5.30 pm.

We will reply to your inquiry in 1 working day.

Yes, you may comment on our post or send us a message on our Facebook.

Please send your enquiry to help@senangpay.my

To make a refund to your customer, you’ll need to click on the Request Refund located on each row of the credit card transactions. Then, a payment form will appear you may follow the instructions to complete.

A refund process usually will take up 14 working days.

The customer/cardholder need to refer this to their respective card issuing bank.

Please contact your merchant for a refund request.

Please send your inquiry along with SMS/email of proof that your card has been charged by Simplepay Gateway Sdn Bhd, and our team will investigate the matter and contact you soon.

You may open a ticket explaining reason of not accepting overseas card to be used. Compliance & Risk team will review your case depending on any risk associated with the nature of your business using non-local card payments.

Review the dispute and reply with your explanation of what happened. Respond quickly and include suggestions on how to resolve the dispute. Once a dispute has been opened, you and your buyer have 3 days to come up with a resolution.

We don’t initiate or handle chargebacks – the buyer’s card issuer does, so that process follows the issuer’s policies. We also don’t judge the validity of a chargeback; that’s the responsibility of the card issuer. Our role is simply to collect information about the transaction and help you work with the card company to resolve the chargeback.

Read on Dispute Process here

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Can't find your answer?

If you need a more detailed clarification regarding senangPay's services, browse through our senangGuide for a more detailed explanation and manual documentation. Should you need an assistance, our support team is just an email away! Simply fill up this form and we'll have our representative to contact you shortly.