FAQ

Frequently asked questions

ABOUT eFX

What can I do with eFX?


The eFX App allows travelers to exchange up to 50 currencies online from the participating licensed money changers.




Who can register as an eFX user?


Any person who is 18 years or older can register as an eFX user.




Are the features available to all eFX users?


Yes, the features are available to all eFX users who have successfully validated (eKYC) their eFX account.




Are there any fees that I need to pay to use the eFX App?


No, there are no fees imposed for using the eFX App.




What is eFX?


eFX is a platform that empower licensed money changers to offer a new norm of money exchange service to travellers using the latest digital technology. This service via mobile application is provided by e-FX Sdn. Bhd. (eFXSB).




[Android] What phones and Operating System are compatible with the app?


Any Android phones with Version 5.0 and above are compatible with eFX App.




[iOS] What phones and Operating System are compatible with the app?


Any iPhone with iOS9 and above are compatible with the eFX App.





ACCOUNT MANAGEMENT

What is ‘OTP’?


OTP is One Time Password that is valid for one transaction only.




How can I terminate my eFX account?


You can terminate your eFX account by writing to us at support@e-fx.asia.




Couldn’t find what you are looking for?


We are constantly working to ensure that eFX can bring more values to you. Just stay up to date via our Facebook and Instagram.




Can I change my mobile number?


Yes. After logging in to your eFX account, please follow these steps to change: Step 1: Click on “My Profile” icon at top right of the app homepage. Step 2: Click on “Edit”. Step 3: Replace old number with new number. Step 4: Click on “Submit”. Step 5: Receive OTP. Step 6: Enter the OTP received to verify your new number.




How to change my password?


Yes. After logging in to your eFX account, please follow these steps to change: Step 1: Click on “My Profile” icon at top right of the app homepage. Step 2: Click on “Change Password”. Step 3: Enter your “Old Password”, “New Password” and “Confirm New Password”. Step 4: Click on “Submit”.




I’ve keyed in my mobile number but I did not receive the OTP.


Click “Resend OTP” if you still do not receive the OTP after 5 minutes.




How many accounts can I register?


Just one only.




What should I do if I forgot my eFX account password?


Step 1: At eFX login in page, click on “Forgot Password” Step 2: Enter your “Email Address” Step 3: Click on “Reset Password” and you will receive an email from eFX Step 4: Click on the “Reset Password” button in the email. Step 5: You will visit the Reset Password page. Just enter your “New Password” and “Confirm Password”. Click the “Reset Password” button to confirm the password change.





SECURITY AND SAFETY

Is my personal information safe?


eFXSB assures that your personal information will not be shared or sold to any other parties, in accordance with the PDPA Act. You may read more about our privacy policy.




How do I ensure that my account is secure?


Make sure you activate your smartphone auto-lock-screen. NEVER share your OTP with anyone.




What should I do if I lose my smartphone that has my eFX account?


Please follow these few steps: Step 1: Contact us immediately to suspend your eFX account. This is to protect your balance in your eFX account. Step 2: Contact your mobile service provider to block your SIM card immediately to avoid any attempt to request OTP to reset your eFX password.





MONEY EXCHANGE

What kind of currencies can I exchange via eFX App?


Via eFX App, you can exchange up to 50 currencies but the availability of the currency is subject to the money changer that you selected.




Can I cancel the order?


No, all the accepted orders are not refundable and cannot be cancelled.




If I have a problem with the order, what should I do?


Please contact us at support@e-fx.asia.




How to exchange money using an eFX App?


After logging in to your eFX account, please follow these steps: Step 1: Click on “Exchange” icon at bottom of the app homepage. Step 2: Select the currency you want to exchange with amount. Step 3: Select the collection method and confirm the order. Step 4: Make payments online. Step 5: Once payment is made, wait for order confirmation. You will be notified once order is confirmed.




How do I collect the currencies I purchased/exchanged?


Please follow these steps: Step 1: Go to the selected money changer. Step 2: Login eFX account. Step 3: Click on “Receipt” icon at bottom right of the app homepage Step 4: At the Receipt page, find the relevant order and click on it to see a QR code. Step 5: Inform the teller of the money changer and shows him/her the QR code displayed. Step 6: The money changer will use their device to scan your QR Code. Once scanned, you will receive an OTP. Step 7: Enter the OTP received to confirm your collection and receive physical foreign currency from the money changer.




How can I view my order(s)?


Yes. After logging in to your eFX account, please follow these steps: Step 1: Click on “Receipt” icon at bottom right of the app homepage




How can I view my transaction history?


Yes. After logging in to your eFX account, please follow these steps: Step 1: Click on “My Profile” icon at top right of the app homepage. Step 2: Click on “Transaction”.





eKYC

What is eKYC?


Electronic Know Your Customer (eKYC) is a process to help us to get to know you better and you will also be able to utilise all the services provided through the eFX App.




How do I verify my eFX account?


A user can verify his/her eFX account by completing the eKYC process.




How does eKYC work?


Step 1: Click “eKYC Pending” button at your eFX Profile page Step 2: Complete the information requested Step 3: Take a photo of your identity card (both front and back) using phone camera Step 4: Take a selfie photo and selfie video, then submit. Step 5: Tadaaa! Your account will be verified within 48 hours and you will be able to enjoy all the features.





Payment Related

How can I add my eFX account balance?


You can reload your account via the following method: [Malaysia] online banking (FPX)




What is the minimum and maximum reload amount for my eFX account balance?


[Malaysia] Minimum: MYR10.00; Maximum: MYR 10,000.00




What happens if my reload transaction is not reflected in my eFX account balance?


Please check your bank if there is any deduction. If the amount is not reflected, please email us the following information for us to investigate further: - Reload Amount: - Payment method: - Proof of payment: - Reload Date and Time: