A transfer is missing or hasn’t arrived.

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.

Jump to official contact details for tracing a payment

GXBankAEON BankBoost BankKAF Digital BankRyt Bank

Suspected scam or unauthorised payment →

Start with what the receipt actually says

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.

Interbank GIRO (IBG) is a scheduled bank transfer with processing windows; it is not an instant DuitNow Transfer. Find the payment-method name in your receipt or account history before using this table.

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.

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: GXBank missing-transfer FAQ directs overdue transfers to 24/7 support at +603 7498 3188. Its GXBank 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. FPX is an online bank transfer sometimes used to verify and fund a new account. AEON publishes a 7–14-working-day refund period for a failed onboarding FPX verification. For ordinary DuitNow transfers, ask support for the applicable refund deadline. AEON Bank personal FAQs: onboarding and payments.
• 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. Boost Bank official support routes.
• KAF Digital Bank: report now, whatever the date. Call +603 8744 3331 or use official WhatsApp for account-specific tracing. In these terms, a business day means Monday–Friday when KAF is open in Malaysia, excluding public holidays. KAF’s KAF Digital Bank DuitNow mistaken-payment terms describe three processes:
  • Request made within 10 business days of the transfer: KAF says it will work with the recipient’s bank to return the funds within seven business days. The terms do not identify the event that starts that seven-day count. Return is conditional on the money having been wrongly credited and enough remaining in the recipient’s account; if the balance is short, recovery can be partial or unsuccessful. This is not a guaranteed refund time.
  • Request made from the 11th business day through seven months: the recipient’s bank must first be satisfied that the credit was mistaken. It then sends the recipient written notice that the account will be debited within 10 business days of that notice unless the recipient gives reasonable evidence of entitlement. The terms also say that, after 15 business days, failure to establish entitlement leads the recipient’s bank to debit and return the funds. They do not state what event starts that 15-day count or explain how it relates to the earlier 10-day period; ask KAF which dates govern your case.
  • Request made after seven months: the recipient’s bank must first be satisfied that the credit was mistaken, then seek the recipient’s consent decision within 10 business days. Once consent is obtained, the terms describe debit and return within one business day.
  Recovery is never guaranteed and depends on the facts, remaining funds and, in later cases, recipient action.
• 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. Ryt Bank 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, a card or app personal identification number (PIN), the three-digit card security code (CVV), and one-time passwords (OTPs) out of messages.

What to ask the sending bank

Contact options without app access

• GXBank: +603 7498 3188. Hotline and in-app chat: 24/7. Email is available for written follow-up. GXBank contact hours, channel restrictions and official sources.
• AEON Bank: +603 4816 8888. Customer Support hotline: 24/7. Email and web enquiry form also available. AEON Bank contact hours, channel restrictions and official sources.
• Boost Bank: +603 8658 3000. General hotline and email: 9am–9pm daily. Boost Bank contact hours, channel restrictions and official sources.
• KAF Digital Bank: +603 8744 3331. Wira KAF advertises 24/7 support. Hotline and official WhatsApp work outside the banking app. KAF Digital Bank contact hours, channel restrictions and official sources.
• 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. Ryt Bank contact hours, channel restrictions and official sources.

Boost also publishes a separate 24/7 fraud line: +603 8658 3033. Other banks’ fraud routes are listed with their contact details above. 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.