My ShopeePay got banned. Is it because I used different cards to topup? My credit card got compromised so I requested for a new card. In the meantime, I used my debit card, then when I got my new credit card I used that. I didn't do any withdrawal.

I get a pop message that my shopeepay is banned. When I click top up, pay, transfer, withdraw, etc, I see this message.

Shopee asks so many questions when I asked them why I got banned. Their records show I made a withdrawal but I didn't do any withdrawals. If they don't settle this, I'm going to switch over to Lazada.


Pertaining on your query regarding on Shopeepay activation, please provide the information as below;-

(a) Full name;
(b) A Picture of your National Registration Identity Card (NRIC) or Passport ;
© Residential and mailing address;
(d) Date of birth;
(e) Nationality;
(f) Occupation type;
(g) Name of employer or nature of self-employment or nature of business;
(h) Contact number (home, office, or mobile);
(i) Purpose of the transaction (we have detected that you have received funds from another account and those funds were consistently withdrawn) ;
(j) Source of funds;
(k) Is these transfers authorized by you?
(l)What is the relationship between you and the 3rd party user (the user that sent you funds recently);

We look forward to your reply.

No, I did not transfer also. My only money out transactions recently were offline payments at shops.

Maximum is 3 times a week. I use ShopeePay to get the rm 3 cashback with minumum spending of rm 15. You can only get the cashback once a day so there is no point to make multiple payments on the same day.

I'm engaging Shopee customer service now but they are very bureacratic. They keep asking a lot of unrelated questions and seems like they are not interested in helping me. All I'm asking was what are the alleged withdrawal transactions that I made. Shopee is so quick to ban me but they are very slow on providing evidence why they banned me.


Regarding your issue, kindly provide us the details required as below in order to proceed further.

1. Screenshot of the error message
2. Screenshot of utility bill
3. Current coins Balance in the Shopee account
4. Order details of the most recent order
5. What item/product was purchased?
6. Price of the purchase
7. Username in Shopee

Looking forward to your reply. Thank you.

I still have rm30 in my Shopee e-wallet

LOL. I wish I actually did something fraudulent.

Good luck on your case. I hope they work on it fast.

I know they are basic information but it is exagerrated. They are worse than banks. When I call up a bank, they just ask 2 questions for verification then proceed to help me. Shopee asks a lot of private information that I'm hesitant to give. How would knowing my birthday and my employer help them investigate my problem?

No compensation from Shopee? They mistakenly banned you then do nothing? Last time when I had an issue with Grab, they gave me rm10 voucher compensation.

I have never tried Lazada. What are the advantages over Shopee?

Thanks! I will try Lazada. Until now, my ShopeePay is still blocked.

I don't know why I got blocked. They said I made withdrawals but I never did. The only thing I did was add a new credit card because the previous one was cancelled.

I got blocked since last week so before the monthly sales. It said something like Shopee detected malicious transactions in your account.

Has anyone deleted their Shopee account? Will they refund my ShopeePay balance? Will they ask me for my bank account number and how many days will it take?

FYI, this is the third time Shopee ask me for my information but they never say what withdrawal transactions I made that made them ban me. I absolutely didn't do any withdrawals.

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Hello from the ShopeePay team!
As part of our countinuos effort to ensure the ShopeePay platform is safe and secure we need to update your information within our systems. We do this from time to time to ensure that your account is up to date, please provide the information as below for our record keeping purposes:-


(a) Full name;
(b) A clear Picture of your current Passport ;

© Residential and mailing address;
(d) Date of birth;
(e) Nationality;
(f) Occupation type;
(g) Name of employer or nature of self-employment or nature of business;
(h) Contact number (home, office or mobile);
(i) What do you normally use ShopeePay payment method for?
(j) How do you normally top up your funds in to your ShopeePay account? Is it via credit card/online banking or 7 Eleven

In order to serve you better we will need the above information, therefore please respond within 7 days or your ShopeePay account will be put under a temporary ban.

Is the rm3 cashback for minimum spending of rm 15 only for selected shops? So if I don't see any shopee promotion sign, then I don't get rm 3 cashback?

Just an update. After a month of emails with the customer service, Shopee finally reactivated my ShopeePay. I honestly didn't do any withdrawal transactions and I only have 1 Shopee account.

What makes me mad is Shopee banned me for no reason, and wouldn't admit that they made a mistake.

If the shop has the DuitNow QR, not the Shopee QR, then there is no cashback?

Around what time is the rm3 cashback minimum rm15 payment used up? If 3pm, is it still okay?

Wow! So early to be used up :-(