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[ShopeePay] ShopeePay App - Troubleshooting

1. Why was my transaction declined?

Common reasons for transaction issues may include an insufficient balance, exceeding transaction limits, or using an outdated operating system on your device. To resolve these issues, please ensure that your ShopeePay account is active and that your account details are up-to-date. If the problem persists, kindly provide a screenshot of the error to our customer service team for further assistance. Find out more on why you are unable to make payment.

2. What should I do if my payment did not go through?

Please take a moment to verify your account balance and transaction limits. Once you have addressed any issues related to these factors, you can retry the transaction. If the transaction still fails, we recommend contacting our customer service team with relevant details, including screenshots of the error, so that we can assist you further.

The transaction Limit for your ShopeePay eWallet depends on your account verification status.

Please also note that the amount that can be transferred out of the ShopeePay eWallet is known as Transferable balance. To check how much you can transfer, be sure to review your available Transferable balance before making a transaction. Find out more about transferable and non-transferable balance.

Read more on why your payment is still pending and did not go through.

3. How can I cancel a transaction?

Once a ShopeePay transaction is processed, it cannot be cancelled. However, if you suspect an error occurred during the transaction, please don't hesitate to contact our customer support team for assistance. We kindly advise you to exercise diligence and ensure certainty when transacting with your eWallet balance.

4. Why does the app show that there is an issue with my network even though I have data access for my mobile?

If you are experiencing network error messages, there might be a problem with your network connectivity. We kindly ask you to ensure that you have a stable network connection and try the transaction again. Learn how to troubleshoot issues faced on your Shopee app.

5. Why was my KYC rejected?

Possibilities of why your Shopepay KYC registration was rejected:
Your information that you submitted in the system does not tally with your identification card
Symbols such as @ / \ were included in your IC verification
Your selfie or identification card image is not clear or blurry
Your identification card number that you used to register is already linked to another ShopeePay account.

Read more on why your KYC may have been rejected.

⚠️ Note:

Kindly be informed that only one (1) IC can be used for Shopeepay
Please delete that account if you no longer wish to use it or use your previous account instead as an alternative

6. Why is bank account verification required before withdrawal?

Bank account verification is required to ensure that your withdrawal is carried out with your consent and to reduce the risk of fraudulent activity toward your funds and accounts.

If you have issues verifying your bank account, you can also use the DuitNow function to perform your withdrawal.

Have more questions? Contact us via the channels at the bottom of the page. We'd be happy to assist you!

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