Frequently Ask Question

Browse our list of frequently asked question to learn more. Should you have any query not listed,
feel free to email us at [email protected] our dedicated team will be ready to help you.
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01. About senangPay ▾

senangPay is a payment gateway service provider. senangPay allows you to receive credit and debit cards, FPX, e-Wallet and Buy Now,Pay Later 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 complete and 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.


03. Fees & Other Charges ▾

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

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

We charge 1.5% for e-Wallet, 2.5% for Credit/Debit Card transaction (or a minimum of RM0.65) for each successful 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 [email protected] 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 – RM10.60
– Refund to your customer (Credit/Debit Card transaction only) – 1.5%
– Change of Bank Account details – RM10.60
– MID request – contact us at [email protected]
– MOTO service – contact us at [email protected]

View your charges by going to Charges > List , on your dashboard. 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 [email protected] for other payment options.

Contact us at [email protected] 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.

Yes. You can invite your team members (IT, Sales, Finance and other team (according to you)). They have been given to access predetermined menus.

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

Please send your enquiry to [email protected]

Login to your dashboard, go to Settings > Profile.

Please send your inquiry to [email protected]

Please send your inquiry to [email protected]

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/Special (as requested). Read more here.


Please send your enquiry to [email protected]

05. Payments & Settlements ▾

Your settlement will be credited to your registered bank account, twice a week and, next working days (for payments made through FPX online transfer only).

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 [email protected] 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.Read more here.

Settlement will be credited to you twice a week, on Wednesday and Friday. For payments made through FPX online transfer, you will receive your settlement on the next working days. Should the settlement day falls on a public holiday, your settlement will be credited to you on the next working day. Read more here.

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

Please send your inquiry to [email protected]

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 [email protected] for assistance.

Please send your inquiry to [email protected]

Yes, we do have ShopBack PayLater and Grab PayLater (and more is coming soon) payment option. Offer instalment options to your customer, without the risk of no-payment. Get full payment on order confirmation and let us worry on repayment instead. Read more here.

06. Using senangPay - I have no website ▾

Yes. You may use our payment form feature. Learn more here.

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.

Yes! Read more about this feature here.

Yes. You can use our Recurring Features.

Yes. You can use our Recurring Features.

07. Using senangPay - I have a website ▾

09. Using senangPay - International Use ▾

We partnering up with Stripe to take your business across borders. With our new senangPay x Stripe packages, you can now accept payment in USD, EUR, IDR, THB and more. Learn more about senangPay X Stripe Package here.

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 1 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.


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 [email protected] 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 3 working day.

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

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! Email us at [email protected] to begin.

What is a Payment Gateway

A Payment Gateway is a payment facilitiy that processes Credit / Debit Card payments and FPX Internet Online Banking for online businesses and traditional brick mortar stores. Simply put, a business can accept payment from anywhere in the world, through internet or mobile apps.

A Payment Gateway is a third party that validates, authorises the payment transactions between the merchant ( business owner ) and its customers. Payment Gateway facilitates this secured transactions by transferring key information between the payment portals ( online store / shopping cart / mobile apps owned by business owners ) and the front end processor / bank. Any disputes on the payment or purchased goods and services can be verified through a payment gateway, which gives an ease of mind to both merchant and customers.

How Payment Gateway works?

Below is a step by step overview on how Payment Gateway works.

Related Party :

There are 4 parties.

  1. The merchant ( business owner ) with payment portals ( online store / shopping cart / mobile apps owned by business owner )
  2.  The customer with Debit / Credit Card and Online Banking Account
  3.  The bank
  4.  The payment gateway


The Process :

  1.  Merchant ( business owner ) integrate their payment portals ( online store / shopping cart / mobile apps ) with payment gateway. Hence, their payment portals is now ready and able to receive payments for purchases.
  2. A customer makes an order on the online store / shopping cart / mobile apps. This is either using the checkout button or by making a purchase using the payment form.
  3. Via Payment Gateway, the purchasing data from the merchant site will be transferred to the routing / issuing bank or the 3D secure page for authentication.
  4.  Next, either the transaction is approved or declined ( depending on the customer bank account status ), the status of the purchasing data will be sent to the merchant to acknowledge.
  5. The bank will then settle the money from the customer to the payment gateway, and payment gateway will settle the money to the merchant. The merchant can release the purchased item to the customer.

Which is the best Payment Gateway in Malaysia?

Why do you need a Payment Gateway?

Below are 13 reasons why a business owner especially online business need a Payment Gateway.

1. To avoid a photoshop receipt fraud

One of the main factor of having a payment gateway is to avoid fraud such as receiving an edited photoshop receipt from customer. The only way to handle this issue is to check every receipt received, with the bank transaction.

With payment gateway, every transactions has a transaction summary which contains the status of the transaction either approved or declined. This transaction summary is emailed from the dashboard to both merchant and customers as references, real time.


2. To receive payment 24/7

By having a Payment Gateway, your business can receive purchase and payment, 24 hours a day, 365 days a year. There is no such things as “We are closed, please come tomorrow”. Business is ongoing, even while you are sleeping.


3. Solves the issue of customers’ database storage

Some business owner that keep their customer database in emails or sometimes in WhatsApp. Imagine if the phone is stolen and all the data is lost?

With payment gateway, the customer’s data is stored on the dashboard. This includes the name, email address, delivery address, transaction and purchase details. The data can be retrieved at any time, and can be exported out as a single spreadsheet.

Another plus point of having a secured and safe storage centre for customer data is that, you can repurpose the data easily for example, convert the data to mailing list for future campaign and promotions.


4. To give alternatives payment options for customers with no online banking account

Online banking such Maybank2u or CIMBCliks is definitely a trending among Malaysian minus the senior citizen. However, we cannot disregard this category of purchasers as they have the spending capacity as well. Sell your item online to them if they don’t even have any online banking?

Good news is, with Payment Gateway, payment can be made to purchases using their ATM card, using the Debit option. They can simply insert their atm card number and CVV number to proceed with payment to purchase.


5. To entertain customers who only want to purchase with their Credit Card

Some customers would rather purchase with their Credit Card than cash as they prefer collecting points from their credit cards. This points can later be exchanged or redeemed with rewards like items or services, cashback or even travel miles.

There is also a category of customers who are spontaneous or impulse buyers. They simply make purchases on a whim therefore Credit on Credit Card is the only way to materialise this impulse.

Even, on a market research perspective, 1 of 3 Malaysians nowadays own a Credit Card. Which means, out of 31.62 millions of the population (2017), 10.54 millions people have the ability to purchase with credit. A statistic from Bank Negara says that, the Credit Card transactions keep increasing yearly. The value of the transactions have increased from 79.8 billion (2010) to 125.6 billion (2017), which has doubled in 2018.


6. To solve issues on cost of shopping cart set up or unreliable website developer

Of course, for a startup business, costing is a big issue. The new company may initially think it can attract and gain new customers’ trust with fancy online payment methods However this requires a lot of investment. And the start up company may delay or want to postpone their Payment Gateway subscription.

Some Payment Gateway offers Payment Form option, which is a simple form that includes your items to start selling. This Payment Form can be shared through WhatsApp, Facebook, Instagram, Twitter and so on. This Payment Form can be shared on blogs like WordPress, Wix or Blogspot. In a way, starting business with Payment Gateway, is now a cheaper option than starting a business with websites as it also maximises your social media influence.


7. To solve issue on managing drop ship business and commission

If you are a master drop shipper, managing your dropship agent commission can be a difficult process, using Payment Gateway can minimise your time on this and help you concentrate on your preferred area of business like marketing or business development.

Payment Gateway also has “Split Payment” facilities which distribute the sales money directly in real time. This “Split Payment” feature is to be set by you in terms of sharing the percentage.


8. To solve issue on recurring payment

Follow up a payments from customers is also another issue to deal with, as  time and resources are lost initiating this. Moreover, a periodic request for weekly or monthly payment, can surely test one’s patience.

A Payment Gateway with a “Recurring” feature is the answer. You just need to setup the the recurring frequency and amount, and proceed for the first payment. The subsequent payment will be charge automatically by the Payment Gateway based on the agreed date of transaction.


9. To solve issue on instalment payment

Another issue for business owners is obtaining instalment payment facility. This is true in relation to high ticket items or expensive sales of purchase.

A Payment Gateway can solved this. No worries.


10. Where do Malaysian lives?

Malaysian live in the mobile world today. They eat, play, read, communicate and rant online even shop online.

In 2013, the turnover for e-commerce was RM380 million in Malaysia. An average of RM2,000 was spent online in a year by Malaysians. Surprisingly 91% of Malaysians connected online, shop.

E commerce is the biggest business today as it creates convenience with just the touch of a few keypads. So it is not surprising that online shopping is the way to go today.


11. To solve issue on accepting international buyers

Having a Payment Gateway, goes beyond borders, which makes selling to even Hollywood stars not impossible.

Online business is to get more customers compared to what a brick and mortar shop can do. Why limit the borders only to Malaysian if you can sell your items all over the world.


12. Issue on power branding

A startup business will initially struggle with branding. Some business owners choose to buy Facebook Likes or Instagram Followers to build their brand by reaching to a bigger market.

Basically, engaging Payment Gateway as a payment facilitator to cater to sales and transactions is one of the easiest ways to score marks for branding. This is because, to get a Payment Gateway, a business must be legitimate, registered with SSM and has been gone through background checks with banks and relevant authorities.

By accepting payment from Credit / Debit Card, you can include MasterCard and Visa logos on your website. By doing so, you are create the same standards as Lazada or 11 Street, the giant marketplace in Malaysia currently.


13. 100% Online

What is a business online, that is not 100% online, because when it comes to receiving payment for purchase, you says, “PM tepi?”

things to know before choosing
a Payment Gateway

1. Choose the one with Bank Negara approval

There are lots of new payment gateways currently but not every payment gateway in Malaysia is registered with BANK NEGARA. Why do payment gateways need an approval from BANK NEGARA? Well, the one with BANK NEGARA approval is is of course, qualified, verified, trusted and is serious about business. BANK NEGARA governs the payment industry in this country, so to eliminate between the original player and the unreliable new comer (even worst, scammers), you need to check and verify with them.

To know which payment gateway is listed with BANK NEGARA, kindly visit their page for the listing.


2. Choose the one with reasonable sign up fees

Simple rules of life. There is no free lunch in this world. There are lot of payment gateways that offers free sign up. It’s good but remember to do more research on this because when it comes to free things, there must be some hidden cost. Free sign up is just to lure people in therefore  how does this to cover the cost in the long run? There are secured servers to maintain, a customer support team to attend complaints and comments, banks deposits and so on. Payment Gateway is not a small business to run. As the wise man says, if you throw peanuts you get monkeys. So imagine when you pay nothing, what is the catch behind it.

Then there is the ridiculous sign up or start up fees offered by some payment gateways which is unreasonable for you to commit. Some payment gateways choose to do so to eliminate small business owners and just want to focus on the “big fish” merchants.

So, what is a reasonable sign up fees? RM500 per year is about RM1.36 a day. RM2,000 per year is about RM5.47 a day. So it is up to you to choose whichever suits your business.


3. Choose one with an average transaction fees

A sign up fees is a fee charged to register on a payment gateway, while a transaction fees is a fee that charged on every single successful transaction. Normal transaction fees for credit cards vary from 2.5% to 3.5% depending on the payment gateway.

If you choose the cheapest then you save more. Of course, say you have 300 transactions per month but a 1% difference is a lot. But do take note that cheap doesn’t guarantee value so, choose the average to be safer and get better value.


4. Choose one that offers both Credit / Debit Card and FPX online banking

If you choose payment gateway that only offers FPX online banking, than you are neglecting the credit / debit card customer segment. Not everyone wants to buy using online banking as they may want to use their credit card to collect points for rewards.

At the end of the day, having a payment gateway is to give your customer an option on making a payment via FPX online banking, or debit/credit card and hassle free.


5. Choose one with a free and frequent settlement

A settlement is a process in which the payment gateway transfers your money (your sales transaction) to your account. Some payment gateways may require a settlement charge every time you make a settlement but some offer free settlement.

Charges on settlement is quite standard but it is important to know why you are being charged for payment transfer.

You also need to check on how frequent is the settlement process is. Is it once a month, or once a week, or twice a week or every day. The longer the settlement, the longer the payment gateway holds your money.


6. Choose the one with a good customer support

Customer support is crucial in the payment gateway business. It is because it deals with people’s money. Check if the payment gateway support  is 24 hours, or at least, their customer support replies your inquiries or comments within 1 – 2 working days.

Logically, payment gateways works similarly like a bank. If they cannot attend to your issues within 1 – 2 working days, then there must be something wrong. It’s either they don’t have customer support, or their customer support is busy with large number of customers.

Another way to evaluate payment gateway is to check whether :

  • Can I call them during office hours?
  • Can I send them a message through social media like Facebook?
  • Can I send them emails?
  • Do they at least use ticketing system to manage their customer support?
  • Can I set a meeting with them at their office?

And most importantly, would they even care to reply?


7. Choose the one that has been verified, secured by third party

There are some standard and verification needed from a third party organisations to evaluate and to assess the security level of a payment gateway. Look for word like “PCIDSS” or “Geotrust” on their website. Like banking industry, all of their website start with “https://“ which mean is another level of security compared to other ordinary websites.

A “PCIDSS” standard or “Payment Card Industry Data Security Standard” is a must to handle credit cards transaction and administered by the Payment Card Industry Security Standards Council.


8. Choose the one that at least, already 3 years in the market

In business it said that you need, wait until the 3rd year to see success. If you manage to achieve success in 3 years, then your business has survived the worst.

In a startup business there are bound to be many challenges.As such best not to support a startup payment gateway, as you may not get what you want.


9. Choose the one that keep improving their services

It is normal for a business to have hiccups and sometimes it may not be an easy road, but most importantly is that the services and their products are always improving for the better. Payment gateway is a long lasting relationship, with lot of effort and discipline to maintain the ups and downs an keep improving.

Now, how to keep track whether their services are improving or otherwise? Constantly check on their social media and see how frequently they post on their new updates.


10. By Malaysian, for Malaysian

If it is not us as Malaysians supporting our local products or services, who else will? But of course, do check whether the payment gateway is owned by a Malaysian company as some startups are by Malaysians initially but could be sold to a foreigner. As we build our business, let’s build our country as well by supporting each other.

Schedule a virtual appointment today!

We can’t wait to help you and your business ! Get in touch for a one-on-one
video appointment and we’ll answer all of your questions.

We can’t wait to help you and your business ! Get in touch for a one-on-one video appointment and we’ll answer all of your questions.