Hey guys. Yeah, it's been a "great" Sunday... Long story short, the app was down for about 7 hours. Here are all the different things that might have happened to you and how things will be solved.

- You tried topping up and the money was deducted from your credit / debit card, but it doesn't show in your BigPay account. We will manually settle all top ups that were made during down time yesterday and the balance will be reflected accordingly. Depending on the amount of top up attempts that were made, it should be done by end of day tomorrow.

- You tried paying for something. The transaction was declined, but the amount was still deducted from your BigPay account. Same as above: we will manually settle all failed transactions. This process is a bit more tedious as it involves more work for our finance department - but all hands are on deck. I'll keep you posted on the resolution timeline.

We also posted an official statement on Facebook that I invite everyone to read: https://www.facebook.com/bigpayme

Just to share my experience on unsuccessful or "DO NOT HONOUR" transactions, 2 scenarios:
(1) The transaction is crossed immediately at BP App, the tx is "REVERSED"
(2) The transaction is PENDING, amount deducted for 8 DAYS, then crossed and "RELEASED" in BP App.
[Very troublesome if you want to get merchant to release immediately as both the merchant and cardholder do not have approval code for processing]

So now I avoid large amount transaction using BP card, and I must make sure BP App is working smoothly before using BP card for transaction.

hi, how about the bigpoints? my top up on 7th july bigpoints not added in the total bigpoints amount, but it shows that the top up approved with big points
     

another thing to clarify, does withdrawal affect bigpoints?

Hey guys. Yeah, it's been a "great" Sunday... Long story short, the app was down for about 7 hours. Here are all the different things that might have happened to you and how things will be solved.

- You tried topping up and the money was deducted from your credit / debit card, but it doesn't show in your BigPay account. We will manually settle all top ups that were made during down time yesterday and the balance will be reflected accordingly. Depending on the amount of top up attempts that were made, it should be done by end of day tomorrow.

- You tried paying for something. The transaction was declined, but the amount was still deducted from your BigPay account. Same as above: we will manually settle all failed transactions. This process is a bit more tedious as it involves more work for our finance department - but all hands are on deck. I'll keep you posted on the resolution timeline.

We also posted an official statement on Facebook that I invite everyone to read: https://www.facebook.com/bigpayme

Hey guys. Yeah, it's been a "great" Sunday... Long story short, the app was down for about 7 hours. Here are all the different things that might have happened to you and how things will be solved.

- You tried topping up and the money was deducted from your credit / debit card, but it doesn't show in your BigPay account. We will manually settle all top ups that were made during down time yesterday and the balance will be reflected accordingly. Depending on the amount of top up attempts that were made, it should be done by end of day tomorrow.

- You tried paying for something. The transaction was declined, but the amount was still deducted from your BigPay account. Same as above: we will manually settle all failed transactions. This process is a bit more tedious as it involves more work for our finance department - but all hands are on deck. I'll keep you posted on the resolution timeline.

We also posted an official statement on Facebook that I invite everyone to read: https://www.facebook.com/bigpayme

Hey guys. Yeah, it's been a "great" Sunday... Long story short, the app was down for about 7 hours. Here are all the different things that might have happened to you and how things will be solved.

- You tried topping up and the money was deducted from your credit / debit card, but it doesn't show in your BigPay account. We will manually settle all top ups that were made during down time yesterday and the balance will be reflected accordingly. Depending on the amount of top up attempts that were made, it should be done by end of day tomorrow.

- You tried paying for something. The transaction was declined, but the amount was still deducted from your BigPay account. Same as above: we will manually settle all failed transactions. This process is a bit more tedious as it involves more work for our finance department - but all hands are on deck. I'll keep you posted on the resolution timeline.

We also posted an official statement on Facebook that I invite everyone to read: https://www.facebook.com/bigpayme

"Hey guys,

Yesterday, BigPay was offline for about 7 hours - with users being unable to use their app to perform any operation. People across Malaysia have come to rely on their BigPay cards. And if you can’t use yours, you lose trust in us. The technical reasons as to why it happened don’t matter. It’s unacceptable, and we take full ownership of that.

We launched 5 months ago with the mission to provide new ways for Malaysians to think of their money. Today more than ever, we are committed to empowering our users and to make sure they stop feeling cheated by the system. We want you to complain and be mad, happy, angry, thankful. Because if you weren’t, we would be wasting our time.

We created BigPay to address some of the challenges you face on a daily basis. But today, you’re feeling frustrated and it’s legitimate. We will reply to every single one of you. We will not copy/paste robotic apologies. It will take us some time to follow up on each of your messages. And we’ll work our asses off to make sure you always feel safe with us.

Are we there yet? No. But your feedbacks, good and bad, are essential: so we forever stay humble and never take you for granted. Thank you so much for your support and patience. Rest assured that despite these technical issues, your money is always safe with us. And we have a team of passionate people working as hard as they can to make BigPay better."

BigPayJonathan i think you really need to take action on those posting referral code publicly at facebook, those people are same people on every post and it is quite annoying.
I believe the TnC already stated and please take action on those who post in facebook publicly and not just friends.

I know...



We've been thinking about how to address the issue. If you guys have any suggestions!

just take away their referral rewards and disable their future referral rewards.
i think u need to setup another CS team just for checking this by google all the referral code, should be easy to trace down those who sharing their referral code publicly.

This would work, but those users are customers as well and there would be backlash.

A 'better' but more technically difficult way would be to monitor the social media channels this happens on (primarily FB) and put a cooldown (let's say 48 hours) where referrals would not earn anything for the referring party (but the new sign-up still receives the referral bonus). This would need to be communicated in some way in the app (for example show 'denied' as the status for the referral).

Unfortunately it's still just about zero cost to the offender, but I don't think BigPay is prepared to implement any punitive measures for this.

or there is another way of communicate with them first to warn them take down all public post which shown their referral code within 24 hours, if they still don't want to take down then take action to wipe off all their rewards and future referral feature.

I know...



We've been thinking about how to address the issue. If you guys have any suggestions!

i could see some wrote up a post teaching ppl how to register bigpay with their referral code in popular group in facebook...

one of it would be the link below, i not sure it is ok to do like this.. potentially could earn up chunk of referral bonus from that..

Invalidate the existing referral code, refresh a new referral code to all users. But this would make more invalid code like airbnb promo code in www.

There are few very gila facepages promo their referral code even by doing FB ads, which it very good for bigpay, as these facepages actually helping bigpay to share the marketing budget in getting more users. Will bigpay really take action against them, I afraid bigpay indeed love them. Small potato like us haha, never able to go in to their "monopolize" market. They are also getting free budget to marketing their facepages.

There are ways we can suggest, it still depends on whether the objective of referral programme have been met.

i could see some wrote up a post teaching ppl how to register bigpay with their referral code in popular group in facebook...

one of it would be the link below, i not sure it is ok to do like this.. potentially could earn up chunk of referral bonus from that..

bigpayjonathan just want to check, is it bigpay backend not able to scale the workload which increase significantly?

@bigpayjonathan just want to check, is it bigpay backend not able to scale the workload which increase significantly?

why u so concern? i believe this question should be ask by their management lol