Project e-KYC FAQs for Agents

Basic Understanding 

What is e-KYC 

Electronic - Know your customer application

Setel app users should be able to upgrade their wallet and transaction limits by identifying themselves via the Customer Due Diligence (CDD) process. 

Customers view :- 

Customers will be prompted to submit an e-KYC attempt in:

FAQ'S - IF CUSTOMER WISHES TO PROCEED FURTHER. 

1. How to upgrade my wallet limit?

To upgrade your wallet, you would need to:-

•  Submit your personal information
• Scan the front and back of your MyKad and upload it
• Take a selfie

2. How much my wallet limit after I upgraded my wallet?

The wallet limit will be upgraded from RM500 to RM5000

3. Is there any limit for user to submit their documents after their submission was failed?

No. there will not be any limits to retry after a submission has failed

4. Only applicable for Malaysian to upgrade their wallet limit?

Currently, e-KYC will only be applicable for customers with a MyKad. It will be available for passport users soon.

For Foreigners , agent can ask users to submit copy of their passport main page details. Once given , may escalate to CSET team for further verification. 

5. How can we check in Ops portal, the reason of the submission was rejected?

In the Admin portal, there is Compliance control > Verifications > verification details. The rejection reason can be found in the "Result" section

6. If customer already upgraded their wallet limit at the old account, would It be rejected if customer submit for the new Setel account?

Yes, one ID can only be linked to one account

7. What support team can do if the submission was rejected due to the ID is being used by another account?

The issue may need to be escalated to Risk Ops as the previous e-KYC attempt may need to be rejected for the customer to retry on the new account. This would need advise from Risk Ops on the escalation flow (@Risk team)

8. After customers submitted their picture, how long the process to review customer's detail and upgrade the wallet limit?

The approval process would take around 5-10 minutes to complete. In rare cases, it could take 15-30 minutes or longer

9. Do we inform customer via apps inbox message/push notification once the submission has been approved?

Currently, there isn't any notification when the customer successfully does e-KYC. There are plans coming soon to inform them in the inbox and grant them a badge when they e-KYC submission is approved

10. For IC image, the system only can captured the blue IC only or for any type of IC (such as Mytentera for army in service)

Currently, we only support MyKad for e-KYC submission. There are plans to support other identity card such as MyTentera and MyPr soon

11. If the submission was rejected due to Fraud cases - should we directly escalate to Risk Ops?

This would require Risk Ops to establish the escalation flow for fraud cases (@Risk team)

Is there any disclaimer when a customer submitting their details to us by stating it's safe? eg. data protection

12. If customer choose in Bahasa, e-KYC page should be in Bahasa as well?

The e-KYC page contains of sections that are built internally and given by a service provider. If the customer selects a language other than English, the section built internally (profession details) will be translated accordingly. However, screens that a given by the service provider (scan identity card and selfie) will remain in English

13. For some reason, there was an error in trying to upload the IC picture for verification. Should we escalate to ?

We are able to identify the card for scanning and the customer is able to retake the photo if necessary. The complaints could be escalated to the e-kyc project channel as we may need to contact the service provider, Jumio for support

14. Is there any disclaimer when a customer submitting their details to us by stating it's safe? eg. data protection

Before the customer starts providing any information for e-KYC submission, a disclaimer is shown that their data is protected by Setel's privacy policy

15. What if a customer would like to terminate their old account, do they need to resubmit their details again in the new account? From cust ops side, what would be the process?

Yes the customer must resubmit the details on the new account in the mobile app after the old account has been terminated. if the customer intends to do e-KYC again, the previous submission should also be escalated to Risk Ops to reject as the 1 ID for 1 e-KYC account rule still applies (@Risk team)