If you did not authorise the payment or were deceived into sending it, use urgent help now. The steps below are for ordinary payment problems.
Suspected scam or unauthorised payment →
Start with what the receipt actually says
| What you see | What to do next |
|---|---|
| Pending or processing | Save the reference and identify the payment method. Avoid another attempt until you know whether the first one will complete. Ask the sending bank for the expected completion or reversal time. |
| Successful, but not received | Check the actual recipient and account on the receipt. Ask the recipient to check their account history. Give the sending bank the reference and ask for a trace. |
| Failed, but balance reduced | Check whether the amount is pending or a completed debit. Ask the bank which applies and when to follow up. A failed message alone does not tell you when money will be available. |
| Wrong recipient or amount | Contact the sending bank promptly to request recovery. A successful transfer cannot be assumed reversible. Do not send an additional payment to someone promising to release the first one. |
| Two debits | Record both references and check whether both are completed. Explain whether you retried after an error. Ask the bank to investigate; do not describe a payment you knowingly made as unauthorised. |
When should a DuitNow or IBG payment arrive?
DuitNow Transfer is designed for real-time payments. A pending DuitNow payment does not automatically follow the IBG batches below: ask the sending bank to trace it and confirm whether retrying would create a second payment. For a successful transfer to the wrong recipient, request recovery from the sending bank immediately.
Check the payment method on the receipt. PayNet’s IBG timetable distinguishes ATM transfers from internet/branch transfers and includes separate unsuccessful-payment refund times.
| Online / counter | ATM | Recipient credited by | Failed transfer refunded by |
|---|---|---|---|
| Before 5am | Before 4am | 11am, same day | 5pm, same day |
| 5:01–8am | 4:01–7am | 2pm, same day | 8:20pm, same day |
| 8:01–11am | 7:01–10am | 5pm, same day | 11pm, same day |
| 11:01am–2pm | 10:01am–1pm | 8:20pm, same day | 11am, next business day |
| 2:01–5pm | 1:01–4pm | 11pm, same day | 11am, next business day |
| After 5pm | After 4pm | 11am, next business day | 5pm, next business day |
| Weekend / Federal Territory public holiday | 11am, next business day | 5pm, next business day | |
PayNet’s normal schedule, Malaysian time. Weekday rows mean Monday–Friday business days. The receipt and failed-transfer refund deadlines differ. Contact the sending bank when the relevant window has passed, or if a service disruption is announced.
Illustration: an IBG transfer made online at 6pm on Friday falls after the 5pm cutoff. Under the normal schedule, receipt is due by 11am on the next business day—Monday if it is not a relevant public holiday. This timetable applies to IBG.
Ryt specifically explains that initial funding by IBG at your existing bank’s ATM or branch can take up to one business day, with weekends and Kuala Lumpur public holidays affecting processing. Read Ryt’s activation-transfer guidance.
You paid a merchant, but the goods or refund are missing
Keep the order, receipt and correspondence. For a domestic DuitNow QR goods/services dispute, PayNet says to try resolving it with the merchant, then contact your bank or e-wallet if unresolved. Its guidance sets a 60-calendar-day reporting window from the QR payment. Report promptly; this is not a universal deadline for all transfers, cards or scams. Read the QR dispute rules.
Ask your sending bank to trace or dispute it
A trace asks where the money went; a recovery request asks to retrieve a completed payment; a fraud report alerts the bank to suspected deception or unauthorised use. Describe what happened accurately and retain the reference.
- GXBank: the missing-transfer FAQ directs overdue transfers to 24/7 support at +603 7498 3188. Its wrong-recipient FAQ asks for the transaction date/time and recipient details and says to make a police report. Contact the bank first without waiting to assemble every document. Recovery depends on the recipient and receiving bank.
- AEON Bank: contact +603 4816 8888 for a transfer trace. For merchant disputes, its FAQ says to approach the merchant, then raise a dispute/refund request in the app if unresolved; use the hotline when locked out. A failed onboarding FPX verification has a published 7–14-working-day refund period. For ordinary DuitNow transfers, ask support for the applicable refund deadline. Personal FAQs: Onboarding and Payment.
- Boost Bank: call +603 8658 3000 for ordinary payment problems or send the transaction details to its support email; in-app Profile → Support → Submit email is another route. For suspected fraud, use +603 8658 3033 immediately. State whether the receipt shows a Boost Bank account transfer or a Boost e-wallet payment so support can route it correctly. Ask for the refund deadline for your payment method. Official support routes.
- KAF Digital Bank: call +603 8744 3331 or use official WhatsApp for account-specific tracing. DuitNow terms, clauses 6–8 distinguish mistaken payments reported within 10 business days, 11 business days–seven months, and later requests. Available funds, the receiving bank’s findings and, for later cases, recipient consent affect recovery. The early-request seven-business-day wording is conditional; report immediately and ask which process applies, even if time has passed.
- Ryt Bank: contact +603 5115 5115, its support email or the help-site ticket form with the receipt/status. For incoming activation funding, ask the originating bank to trace the payment and give Ryt the same reference; activation and fund-transfer processing are separate issues. Help & Support. Ask when to expect a reversal for your specific payment.
Keep one useful record
Save the date, time, amount, transaction reference, displayed status, recipient or merchant name, screenshots and each case number. Record when the bank promises its next update. Share documents only through the bank’s official channel, never with Rize. Leave passwords, PINs, CVVs and OTPs out of messages.
What to ask the sending bank
“I sent RM[amount] on [date/time], reference [reference], by [payment method]. The status is [status], but [problem]. Please confirm whether it completed, trace or investigate it, and tell me the case number and next update date.”
Contact options without app access
- GXBank: +603 7498 3188. Hotline and in-app chat: 24/7. Email is available for written follow-up. Email, restrictions and official source.
- AEON Bank: +603 4816 8888. Customer Support hotline: 24/7. Email and web enquiry form also available. Email, restrictions and official source.
- Boost Bank: +603 8658 3000. General hotline and email: 9am–9pm daily. Email, restrictions and official source.
- KAF Digital Bank: +603 8744 3331. Wira KAF advertises 24/7 support. Hotline and official WhatsApp work outside the banking app. Email, restrictions and official source.
- Ryt Bank: +603 5115 5115. Phone: 8am–8pm daily. In-app chat: 24/7. Email and the help-site ticket form are outside-app options. Email, restrictions and official source.
For suspected fraud at Boost, use +603 8658 3033 (24/7). Email suits non-urgent follow-up; do not wait for an email reply when money may be at risk.
If the investigation is not resolved, use the written complaint and escalation guide.
Reviewed 1 October 2026.
PayNet: IBG receipt and refund timetablePayNet: wrong DuitNow recipientPayNet: domestic QR merchant disputesRyt: IBG initial fundingGXBank: official supportAEON Bank: official supportBoost Bank: official supportKAF Digital Bank: official supportRyt Bank: official supportGXBank: mistaken recipientGXBank: missing transferAEON: onboarding and merchant-payment FAQsKAF DuitNow terms · effective date not shown