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Cancel Bigpay: The Right Way
How to cancel Bigpay in malaysia: your step-by-step guide and consumer rights
What Bigpay is and why you might want to close your account
Bigpay is a Malaysian financial app that works like a prepaid card combined with a digital money account. You use it for everyday spending, DuitNow transfers, overseas transactions, and expense tracking. The critical thing to understand upfront: Bigpay is not a subscription service with monthly charges. You are closing a financial account, not cancelling a recurring plan. That distinction matters because your cancellation process will be different from what you might expect.
How bigpay's fee structure actually works
Bigpay charges you on a transaction basis, not a monthly membership model. Understanding the fee breakdown helps you decide whether closing your account is the right move and ensures you know what to expect before you stop using it.
| Fee type | Amount | When you pay it |
|---|---|---|
| Physical card issuance | RM20.00 | One-time, when you order a card |
| Local ATM withdrawal | RM6.00 | Per transaction |
| Overseas ATM withdrawal | RM10.00 | Per transaction |
| Inactive account service fee | RM2.50 monthly (currently waived) | If your account sits unused for a defined period |
| No monthly subscription | N/A | You do not pay a recurring plan fee |
Because there is no monthly subscription charge, you will not see a bill drop off after you close your account. What you will avoid is future merchant charges linked to your Bigpay card and any potential inactive account fees down the line. Pro tip: if you have not used your Bigpay account in months, the inactive fee (though currently waived) is a good reason to formally close it rather than let it sit dormant.
The real reasons people cancel Bigpay
Users typically request account closure for a handful of practical reasons: they have moved overseas, switched to another banking app, no longer need DuitNow transfers, or want to consolidate their digital money across fewer platforms. Some users also close their accounts because they are unsure whether linked merchants will keep attempting charges after they stop using the card. Whatever your reason, Stopee has seen countless cancellation requests, and the process is straightforward once you know the steps.
Your consumer rights in malaysia when closing a financial account
Malaysia's Consumer Protection Act 1999 and Bank Negara Malaysia's regulatory framework protect your rights when you close a digital banking account or prepaid card service. You should understand these protections before you start the cancellation process.
What the consumer protection act 1999 guarantees you
Under the Consumer Protection Act 1999, you have the right to cancel a financial service account without undue delay or penalty, provided you have settled all outstanding obligations (loans, card balances, or linked charges). You also have the right to receive written confirmation of account closure within a reasonable timeframe. If Bigpay refuses your cancellation request without valid legal reason, you can escalate to Bank Negara Malaysia or lodge a complaint with the Consumer Tribunal.
Most importantly, your remaining account balance is your money. Bigpay must transfer any balance you have to your nominated bank account via DuitNow or another secure method. They cannot retain funds without your explicit consent and documented instruction.
Your escalation options if Bigpay does not cooperate
If Bigpay's support team delays your cancellation request or refuses to close your account, you have formal recourse. Contact Bank Negara Malaysia's Customer Complaint Bureau (CCB) at 1300-88-5465 or visit their online portal at bnm.gov.my. You can also lodge a complaint with the Consumer Tribunal (Tribunal Pengguna), which has jurisdiction over financial services disputes in Malaysia. Stopee recommends documenting every interaction with Bigpay-save chat transcripts, email confirmations, and screenshots of your account status-because these records strengthen your case if you need to escalate.
How to cancel Bigpay: the complete step-by-step process
Bigpay's official cancellation process requires you to complete a pre-closure checklist and then submit your request through the in-app support chat. Follow these steps in order to avoid delays or failed closure requests.
Step 1: prepare your account before you request closure
Before you tap anything in the app, you must clear your account according to Bigpay's checklist. This is not optional-support will ask you to complete these steps anyway, so doing them first saves you a back-and-forth conversation.
- Check for any outstanding loans or credit lines linked to your Bigpay account. If you have borrowed money through Bigpay's lending feature, repay the full amount immediately. You cannot close your account while you have an active loan balance.
- Transfer any money held in Bigpay Stashes (savings pockets) back to your main account balance. Log into the app, open Stashes, and transfer each Stash back to your Bigpay wallet.
- Transfer your main account balance to your bank account via DuitNow. Tap Home, then tap your balance, then look for Transfer or Send Money. Select your personal bank account and transfer the full remaining balance. Keep the transfer receipt or screenshot.
- Wait for all pending transactions to settle. If you have any transactions currently processing, wait for them to complete before requesting closure. This typically takes 24-48 hours.
- Check for any scheduled or recurring charges set up with merchants. If you have automatic bill payments, subscription renewals, or standing orders linked to your Bigpay card, contact those merchants and cancel the recurring payment directly with them. Warning: if you close Bigpay without cancelling these recurring charges, merchants may attempt to charge a card that no longer exists, and the failed transactions may create a dispute record.
- Take screenshots of your Home screen (showing zero balance), your Stashes screen (showing all empty), and your recent transaction history. Save these as proof that your account is clear before you request closure.
Step 2: request closure through the in-app chat
Once your account is clear, open the Bigpay app and submit your cancellation request through Bigpay's official support channel. This is the fastest and most documented method.
- Open the Bigpay app on your phone.
- Tap the profile circle at the top left of your Home screen (it shows your name or profile picture).
- Scroll down and tap Get Help.
- Tap Chat with us.
- In the chat window, type: "I would like to close my Bigpay account permanently. I have transferred my balance, cleared my Stashes, and repaid any loans. Please assist me with account closure." Include your full name and the email address registered with your account.
- The support team will confirm that your account meets closure requirements and will initiate the closure process. Keep this entire chat transcript-screenshot it or download it if the app allows.
- Support will send you a confirmation message within 24-48 hours. Save this confirmation. Your account will be closed shortly after.
Pro tip: Bigpay's in-app chat is available 24/7, so request closure during business hours (8 AM to 5 PM Malaysia time) if you want a faster response. Late-night chat requests may take until the next business day to be actioned.
Step 3: alternative methods if the app chat is too slow
If you do not receive a response within 24 hours or if the in-app chat is not working, use these alternative contact methods.
- Call Bigpay support at 1300-13-3388. This line is open 24/7. Tell the representative that you want to close your account and that you have completed the pre-closure checklist. Ask them to email you a confirmation of the closure request.
- Email [email protected] with the subject line "Account Closure Request." Include your full name, registered email address, phone number, and a clear statement: "I request permanent closure of my Bigpay account effective immediately. My account balance has been transferred, and all obligations have been settled." Attach screenshots of your zero balance and transaction history.
- Wait for email confirmation. Bigpay typically responds to closure emails within 48-72 hours. If you do not hear back within 3 business days, call 1300-13-3388 again and reference your email.
Stopee strongly recommends the in-app chat route first because it creates an immediate paper trail within the app itself. Phone and email are solid backups if chat is unavailable or slow.
What happens after your Bigpay account is closed
Account closure is not instantaneous. Understanding the post-closure timeline helps you avoid confusion and know when your account is truly no longer active.
The closure timeline and what to expect
After you submit your closure request, Bigpay processes the closure over the next 5-10 business days. During this period, your account enters a "closed" state but you can still log in to view your transaction history. Here is what happens in sequence:
- Days 1-2: Bigpay confirms receipt of your closure request via chat or email.
- Days 3-5: Your account is flagged for closure in Bigpay's system. Any remaining balance (if you missed transferring a small amount) is held in trust. Your card is deactivated and will no longer process payments.
- Days 6-10: Your account status changes to "closed." You can no longer initiate new transfers, top-ups, or transactions. Your transaction history remains viewable for your records.
- After day 10: Your account is fully closed. You cannot recover access or undo the closure.
Warning: once your account reaches "closed" status, you cannot re-open it through normal channels. If you change your mind, you must contact support and request account re-activation, which may take additional business days and may require you to verify your identity again.
What you should do after closure is confirmed
Once Bigpay confirms your account is closed, take these final steps to protect yourself.
- Delete the Bigpay app from your phone if you no longer need it. This reduces the chance of accidentally trying to use the account.
- Verify that your bank account received your final balance transfer. Check your bank's transaction history and confirm the DuitNow transfer arrived.
- Save the closure confirmation email or chat transcript in a separate folder for your records. Keep it for at least 12 months in case a merchant attempts a disputed charge.
- If you set up Bigpay notifications, you can turn them off or disable Bigpay from accessing your contacts and permissions in your phone's settings.
- Monitor your email for any post-closure communications from Bigpay. Legitimate account closure should result in zero further emails from the company.
Common mistakes people make when cancelling Bigpay
Many users rush the closure process and end up creating complications that delay their request. Here are the mistakes Stopee sees most often, and how to avoid them.
The five cancellation traps and how to sidestep them
Request closure without clearing your balance or Stashes first. If your account still holds funds or Stash balances, support will ask you to clear them before processing closure. This adds 2-3 days to your timeline. Always transfer your full balance and empty all Stashes before you contact support.
Forgetting to cancel recurring merchant charges. If you have subscriptions, app payments, or automatic bill payments linked to your Bigpay card, the card will continue to be charged until you cancel those subscriptions directly with the merchant. Closing Bigpay does not automatically cancel recurring charges-it only deactivates the card. Contact each merchant and remove Bigpay as your payment method before you request account closure.
Not saving chat or email confirmation. If Bigpay's support team closes your account but you have no written proof, you cannot dispute it later if issues arise. Always screenshot the in-app chat and save the confirmation email. These are your evidence that you properly requested closure and when.
Expecting instant closure. Account closure takes 5-10 business days. Do not expect your account to disappear from the app within 24 hours. Your account will be flagged for closure immediately, but the final "closed" status takes time. Patience here prevents you from submitting duplicate closure requests.
Closing your account without transferring your balance first. If you request closure and your account still holds money, that balance enters a limbo state. Bigpay will eventually return it to you, but it may take weeks. Transfer every last MYR to your bank account before you ask for closure.
Refunds and balance recovery after closure
Because Bigpay is a prepaid account, there are no refunds in the traditional sense. Your money is your own; Bigpay simply holds it in your account until you transfer it out or close your account.
Where your balance goes after closure
If you close your Bigpay account, any remaining balance reverts to you. Bigpay holds this money in trust and returns it via bank transfer, usually within 10-15 business days after your account is closed. You do not lose the money-it comes back to your registered bank account automatically or upon request.
If your balance did not transfer automatically, email [email protected] with your account details and ask for a balance refund by bank transfer. Include your IBAN or bank account number and the amount you expect to receive. Bigpay will process this within 5-10 business days.
| Scenario | What happens to your money | Timeline |
|---|---|---|
| You transfer your balance before closure | Funds are immediately in your bank account (recommended) | 24-48 hours |
| You close your account with a balance still in it | Bigpay returns it to your bank account automatically | 10-15 business days |
| You request a manual refund after closure | Bigpay processes a bank transfer to your nominated account | 5-10 business days |
| You have a disputed transaction pending | Bigpay holds the amount in escrow until the dispute resolves | Varies (typically 30-60 days) |
| Card fees or charges are pending | They are deducted from your balance before return | Depends on settlement date |
Pro tip: always transfer your balance manually using DuitNow before you request closure. This gives you immediate proof (the DuitNow receipt) that you have your money back, and it eliminates the wait for Bigpay's automatic refund process.
Pricing summary and the cost of keeping versus closing
Understanding Bigpay's full fee structure helps you decide whether keeping your account open is worth the cost or whether closure makes financial sense.
| Cost or charge | Amount | Should you close? |
|---|---|---|
| Monthly subscription | RM0.00 (none) | No monthly cost means you can keep it inactive if you want |
| Inactivity fee (currently waived) | RM2.50 monthly if triggered | Close if you have not used it in 6+ months (close the account to avoid future fees when waiver ends) |
| Card replacement or reissuance | RM20.00 per card | Close if you will not use the card again |
| ATM withdrawals (local) | RM6.00 per withdrawal | Close if you use ATMs frequently and prefer a bank account |
| ATM withdrawals (overseas) | RM10.00 per withdrawal | Close if you no longer travel or use overseas ATMs |
| Account closure cost | RM0.00 (free) | Closing costs you nothing-proceed if you have decided you do not need the account |
If you are not using Bigpay for transfers or spending, and you are concerned about the inactivity fee (even though it is currently waived), closing your account costs you nothing and eliminates future fee risks. Stopee recommends closure if you have not logged in within 3 months or if you have moved to another banking app permanently.
Your cancellation checklist
Use this checklist to ensure you complete every step before and after you request closure. Do not skip any item.
| Task | Completed? | Notes |
|---|---|---|
| Repay any active loans or credit lines | Yes / No | You cannot close with an outstanding loan balance |
| Transfer all Stashes balances to main account | Yes / No | Empty every Stash pocket first |
| Transfer main account balance via DuitNow to your bank | Yes / No | Get a screenshot of the receipt |
| Cancel recurring merchant charges | Yes / No | Contact each merchant directly; do not rely on Bigpay to cancel |
| Take screenshots of zero balance and transaction history | Yes / No | Save these as proof your account was clear before closure |
| Submit closure request via in-app chat or email | Yes / No | Include your full name and registered email |
| Save chat transcript or email confirmation | Yes / No | This is your proof of closure request |
| Wait 5-10 business days for closure confirmation | Yes / No | Do not submit a duplicate request during this time |
| Verify balance arrived in your bank account | Yes / No | Check your bank's transaction history within 48 hours of transfer |
| Delete the Bigpay app (optional) | Yes / No | Reduces temptation to log back in |
Getting help from stopee and consumer authorities
If Bigpay refuses your closure request, delays your refund, or does not honour your cancellation, you have formal escalation pathways. Stopee has helped thousands of consumers cancel financial accounts and recover disputed balances, and we can guide you through every step of the complaint process.
When to escalate your complaint
Contact Bank Negara Malaysia or file a formal complaint if any of these occur: Bigpay does not respond to your closure request within 5 business days; Bigpay refuses to close your account without a valid legal reason; your balance transfer does not arrive within 48 hours of the DuitNow transaction; Bigpay charges your account after closure confirmation; or a merchant continues to attempt charges after you have closed your account.
Bank Negara Malaysia's Customer Complaint Bureau handles financial service disputes and has the authority to force Bigpay to comply with your rights. You can lodge a complaint online at bnm.gov.my or call 1300-88-5465. Keep all documentation: your closure request screenshot, Bigpay's confirmation email, proof of balance transfer, and any post-closure charge attempts. These records are essential to your complaint.
You can also lodge a complaint with the Consumer Tribunal (Tribunal Pengguna). The tribunal can award compensation if Bigpay has breached consumer law. The Consumer Tribunal website (tribunal.gov.my) has all filing details and forms. Filing is free, and the tribunal's decisions are legally binding on both parties.
Stopee is a trusted resource for consumer advocacy and cancellation support. We have helped thousands of consumers navigate complex cancellation processes, avoid merchant traps, and recover funds owed to them. If you face resistance from Bigpay or you need guidance on filing a formal complaint, Stopee is here to empower you with clear, actionable next steps. Visit Stopee (stopee.com) to access cancellation templates, complaint letter samples, and links to Malaysian consumer authorities.
Key takeaways and next steps
Cancelling Bigpay is a straightforward process once you understand the pre-closure checklist and the official support channels. Clear your balance, empty your Stashes, cancel any recurring merchant charges, take screenshots of proof, and then submit your closure request via in-app chat or email. Support will confirm closure within 5-10 business days. If you encounter resistance, escalate to Bank Negara Malaysia or the Consumer Tribunal-your rights are protected under Malaysian consumer law.
The key is documentation. Keep every screenshot, chat transcript, and email confirmation. These records protect you if a dispute arises after closure. And remember: Stopee and Malaysia's consumer protection authorities are on your side. You have the right to close your account, recover your balance, and get written confirmation of closure. Do not accept delays or excuses from Bigpay. Follow this guide, stay patient, and you will have your account closed and your funds back within two weeks.