Our FAQ Page Is Where You Can Get Answers To Commonly Asked Questions

Find answers to your questions here.

UChat is a 2-in-1 mobile application that lets you connect to your buddies anytime, anywhere all from the convenience of your smartphone, while allowing you to also make payments with UChatPay e-wallet. With UChat, you can:

  • Send messages
  • Make voice / video calls
  • Transfer funds via chat
  • Send media files
  • Enjoy other UChatPay features!

Easy! Just download UChat from the App Store or Play Store and follow the required steps to sign up.

Your device must be operating on Android 2.3.3 or iOS 8.0 or newer.

For Android devices, it is not possible to move UChat to a memory card (SD card) at this time. We are working on improving our application size and memory utilisation. In the meantime, if you need to free up space for UChat, we recommend moving other applications and media files to your SD card.

For iOS devices, it is not possible as your device doesn’t allow transfer to external SD cards.

For the best experience, we strongly advise you not to use UChat on a jailbroken or rooted device. Messages will not be protected by end-to-end encryption and certain functions may not work on a jailbroken or rooted phone.

To add a new contact, you may:

  • Add a new contact on UChat via UChat ID; or
  • Add a new contact by scanning the UChat user’s QR code.

Voice calling lets you call your contacts using UChat for free, even if they’re in another country. Voice calling uses your phone’s Internet connection rather than your cellular plan’s voice minutes. Data charges may apply.

To make a voice or video call:

  • a. Open the chat with the contact you want to call via voice or video.
  • b. Tap the Phone icon to make a voice call or the Video camera icon to make a video call.

To block an unknown number:

  • Step 1. Open the chat with theselected contact.
  • Step 2. Tap User Profile > Tap Block.

To unblock a contact:

  • Step 1. Open the chat with the selected contact.
  • Step 2. Tap User Profile > Tap Unblock.

To change your UChat password, please follow the steps below:

  • a. In the UChat chatroom, click the “+” icon.
  • b. Tap Settings > Profile
  • c. Select “Change Password?” below your profile settings.

An end-to-end encryption ensures your messages, photos, videos, voice messages, documents, status updates and calls are secured from falling into the wrong hands.

UChat’s end-to-end encryption ensures only you and the person you're communicating with are able to read what has been sent. Rest assured that UChat does not have access to the information. Your messages are secured with locks, and only the recipient and you have the special keys needed to unlock and read your messages. For added protection, every message you send has a unique lock and key. All of this happens automatically.

Important: End-to-end encryption is always active. There is no option to turn off end-to-end encryption.

If you aren’t able to connect to UChat, this is usually caused by an issue with your Internet connection or your phone's settings.

Most connection issues can be resolved by doing one of the following:

  • Restart your phone, or turn it off and on; or
  • Update UChat to the latest version available on the App Store or Play Store; or
  • Try connecting to a different WiFi SSID; or
  • Make sure WiFi stays on during sleep mode; or
  • Reboot your WiFi router; or
  • Contact your service provider and make sure your APN settings are configured correctly.

If you are sure your phone is connected to the Internet, there are a few reasons why UChat messages aren't going through:

  • a. Your phone needs to be restarted or turned off and on.
  • b. The contact you're messaging has blocked your number.

When a message is sent to you via UChat, your phone will automatically display a push notification to alert you.

iOS apps can provide three types of notifications:

  • Sound: An audible alert plays.
  • Alerts/Banners: An alert or banner appears on the screen.
  • Badges: An image or number appears on the application icon.

For Android 6.0+:

  • Make sure Do Not Disturb is turned off or you have allowed UChat notifications in priority mode in your phone's Settings app > Sound > Do Not Disturb.
  • Make sure all of UChat's permissions are granted in your phone's Settings app > Apps > UChat > Permissions.

Can’t find the answer to your question? Contact us via any one of the channels below.

Phone 03-76616211
Email hello@uchat.com.my
  • Customer Service Department
  • I-Serve Payment Gateway Sdn Bhd
  • No 18-3, Upper Ground Floor
  • UOA Business Park,
  • 1, Jalan Pengaturcara U1/51A,
  • Seksyen U1, 40150 Shah Alam,
  • Selangor.

UChatPay is the e-wallet component of UChat. With UChatPay, you can:

  • Deposit funds into your account
  • Send and receive money
  • Transfer funds to someone with another UChat account or to your local bank account
  • Make payments
  • Pay bills
  • Reload your phone prepaid credit

If you’re a first-time user, you can activate your UChatPay account by heading over to the UChatPay section on the UChat app, and click the “Activate” button, before proceeding to set a Transaction PIN.

There are two tiers for a UChatPay account, which are a UChatPay Basic Account (UBA) and UChatPay Premium Account (UPA).

A UBA user can perform all the functions mentioned above except for the fund transfer option.

A UPA user can access the fund transfer feature, as well as more exciting features that will be launched exclusively for UPA users only. It is free to upgrade to a UPA account.

  • Step 1. Log into your existing UBA and tap the Upgrade button
  • Step 2. Key in your MyKad/Passport info and upload images of your MyKad/ Passport

Yes, UChatPay is licensed by Bank Negara Malaysia's (BNM) and complies with its regulations. Additionally, the app is equipped with end-to-end encryption. All the transactions in your account are secured with a 6-digit transaction PIN or fingerprint/ face ID that only you know to authorise each transaction.

Yes, it is protected. We obtain your consent prior to the use or sharing of your personal information for any purpose beyond the requirements for which it was originally collected. However, we may (with your authorisation) share your personal information with other third parties under certain scenarios permitted by law. You may refer to our Privacy Policy for more information.

A Transaction PIN is a 6-digit PIN that you set when you Activate UChatPay. You are to key in the Transaction PIN every time you make a payment, as a means of authorising the payment.

You can do this via Online Banking / FPX or Credit / Debit Card (for UPA users only):

Online Banking / FPX Minimum RM20
Credit/ Debit card (UPA users only) Minimum RM50
Account Type Minimum amount Maximum amount
UBA None RM200
UPA None RM1500

If you have insufficient funds to complete a transaction, the system will prompt you to reload your UChatPay account before allowing you to proceed with the transaction.

It allows you to transfer funds from your UChatPay account to another UChatPay account or your local bank account. This feature is only available if you have a UPA.

Yes, you may. You can look for the Request icon in the UChatPay homepage.

Please allow 2-3 business days for the funds to be transferred. A processing fee of 2% capped at a maximum of RM2.00 will apply.

The transaction status is displayed at the end of each transaction. You can also go to Transaction History or Balance to verify.

It will take 3 business days for the funds to be transferred.

You will receive an e-mail from your respective bank when the funds are in. If your transfer was not successful, you will be notified and you will be refunded in 3 business days.

Should you experience any interruption at any stage while performing a transaction with UChatPay, we advise you to check the transaction status by checking your account balance to confirm whether the transaction is successful or not. If you do find any discrepancies, you can contact us at 03-76616211 or hello@uchat.com.my.

Once the transaction is completed successfully, it cannot be cancelled or reversed. If you are wrongly charged, you may contact our customer service for assistance.

You can use the in-app QR code scanner to scan the merchant’s QR code and you’d be able to make a purchase.

You can make online payments as well as in-store payments.

When making a purchase, you can tap the largest icon at the bottom left of your UChatPay homepage to open the QR code scanner.

To reset your password, please follow the steps below:

  • Step 1. Click the “Forgot Password” field on the Sign-In page
  • Step 2. Enter the email or UChat ID
  • Step 3. Check your email associated with your UChat account for a password reset email
  • Step 4. Click the link in the email and enter a new password

If you don't see the email in your inbox, check your spam/junk folder or contact our customer service for help.

To reset your password, please follow the steps below:

  • a. Contact our customer service at 03-7661 6211.
  • b. Customer service will verify your account information
  • c. Upon successful verification, customer service will email you a temporary Transaction PIN.

If you are a UBA user, you would have to disclose your UChat ID, phone number and email address to verify your identity.

If you are a UPA user, you would have to disclose your UChat ID, phone number, email address, full name (as per MyKad/ Passport) and MyKad/Passport number to verify your identity.

You can change your UChatPay Transaction PIN by going to UChatPay > My Account > Security.

Click the Edit button next to Password/ Transaction PIN to change.

To change Transaction PIN, please follow the steps below:

  • a. Enter previous Transaction PIN.
  • b. Enter new Transaction PIN.
  • c. Re-enter new Transaction PIN.

Yes, you can deactivate/close your account, under the condition that you must not have any funds in your e-wallet. Please contact our customer service at 03-76616211 or hello@uchat.com.my to deactivate your account. Customer service will assist you in deleting your account from our back-end and you will receive an email once your account has been deactivated.

If your phone is ever lost or stolen, contact us immediately at 03-76616211. We will assist you to temporarily suspend your UChatPay account, as a safety measure.

UChatPay lets users who spend RM20 or more in a single transaction stand a chance to win URewards.

The excess URewards won will be converted into Gold Coins.

e.g. Let’s say your e-wallet size limit is RM500 and you have RM480 stored. This means your e-wallet can only store another RM20 before it reaches its limit.

Assuming you win RM50 worth of URewards, RM20 will be credited to your e-wallet while the remaining RM30 will be converted to Gold Coins.

The Spin & Win pop-up screen will appear right after a transaction of at least RM20 is made.

Important: Do not close the Spin & Win screen or app to avoid losing your chance to join the contest. In the event that the app crashes, or your phone dies, or you lose internet connectivity during a Spin & Win pop-up, you would not be able to re-open the screen.

Silver Coins are earned when you make purchases or save with UChatPay. After you collect a certain amount of Silver Coins, they turn into Gold Coins.

There are two ways to earn UCoins. For every RM1 spent or kept in the account for at least 24 hours, you get 10 Silver Coins.When you have accumulated 10,000 Silver Coins, the coins will be then converted to 1 Gold Coin. You can start redeeming rewards from the URewards catalogue when you have sufficient Gold Coins.

*Terms and Conditions:

  • Silver Coins are credited for every minimum spend of RM1 e.g. You get 200 Silver Coins when you spend RM20.
  • For a minimum amount of RM1 kept in your e-wallet for at least 24 hours, you are eligible to get Silver Coins. The coins are credited into your URewards account on a daily basis at 12am.

After you earn a certain number of Silver Coins, they automatically turn into Gold Coins that allow you to redeem e-money and products.

10,000 Silver Coins = 1 Gold Coin

Your Silver Coins may not expire, but your Gold Coins can.

Your Gold Coins will expire after 2 years, on a quarterly basis based on when they were earned.

Quarterly Maintenance is divided as follows:

  • 1st: January - March
  • 2nd: April - June
  • 3rd: July - September
  • 4th: October - December

e.g. If you earn 20 Gold Coins in January 2019, they will expire at the end of March 2021 as it is the first quarter.

You can select any product(s) you wish to redeem on the URewards page in the app, as long as you meet the required amount of Gold Coins for each product.

You will receive an e-mail notifying you of your redemption, as well as an e-mail to track the package after it has been shipped.

To sign up for a merchant account, you should first get in touch with our customer service. Our sales team will then contact you as soon as we can.

You’ll be able to catapult your business to newer heights, conduct business in a seamless, efficient and quick manner, as well as receive instant yet secure payments. There are no sign-up fees imposed. Also, our sales team will be assisting you during your sign up, ensuring a seamless and effortless experience in the process.

Yes, our sales team will assist you through the verification process.

Our sales team will assist you throughout the registration process to minimize potential issues that could be faced. However, if you have any further queries, please feel free to contact our customer service at 03-7661 6211 or hello@uchat.com.my.

Payments will be credited to the company bank account provided in the merchant registration form.

You will be provided with a unique merchant QR code that will be be displayed in your store. The customer would have to scan the QR code, key in the amount to pay and click “Confirm” to complete the transaction.

When the payment transaction is successfully performed by a customer, the record will appear in the back-end merchant portal instantly. Merchants can check the transaction on the portal anytime.

You will be provided with a merchant username and password to able to access to a back-end merchant portal to view as well as check your sales and payments.

There are no fees; you may join us for free.