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[ShopeePay] ShopeePay App - Account Management
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1. How do I reset my ShopeePay PIN?
Step 1: Go to the Me tab
Step 2: Click on Settings
Step 3: Click on PIN & Biometrics
Step 4: Click on Forgot ShopeePay PIN
Step 5: Click on Start Facial Verification
Step 6: Enter ShopeePay PIN
Step 7: Confirm ShopeePay PIN
2. How can I terminate a deceased family member’s ShopeePay eWallet account?
To terminate the ShopeePay account of a deceased family member, kindly provide the following documents to confirm your relationship and authority as the executor:
- Proof of Relationship
- Front and back copies of the Identification Card (Requestor)
- Front and back copies of the identification Card (Account Owner)
- Death Certificate
- Wasiat/Faraid Certificate
- Grant of Probate/Will
- Letter of Administration
After gathering all necessary documents, please submit your request to our Live Agent, available 24 hours.
3. How secure is my information in the app?
The ShopeePay app prioritizes the security of your information through a range of robust measures, including encryption, secure logins, and two-factor authentication (2FA). These measures work together to protect your personal information and payment details during app usage. However, it is essential to maintain good security practices on your end, such as creating strong passwords and enabling additional security features like device lock screens. Keeping your app updated to the latest version further enhances security. Stay vigilant and avoid falling victim to scam schemes. Check out our Privacy Policy for more information.
4. What should I do if I suspect unauthorized access?
If you receive an in-app notification/email about critical information changes for your account or new login attempts that you did not make, you should:
- Change your account password and change your ShopeePay PIN immediately.
- Contact our Customer Service via the channels listed at the bottom of the page for assistance. Alternatively, you can chat with our live agents by following the steps below:
You might receive such alerts when:
- Changes are made to important details of your ShopeePay account, such as password, phone number, and email address.
- You log in for the first time on a new device, browser, or location.
- You log in while using your browser’s incognito or private browsing mode.
- You log in after clearing your browser’s cookies.
- Someone else is trying to access your account.
If the changes were made by you, no action would be required. Otherwise, please contact ShopeePay Customer Service for assistance in securing your account.
⚠️ Note:
To help keep your account safe, Shopee will notify you of any changes in the critical account information and any login activity from your account that originates from an unrecognized device or location. This lets you take immediate action if someone else is accessing your account.
5. Does the app support two-factor authentication?
Yes, the ShopeePay app supports two-factor authentication (2FA) to protect your ShopeePay account from unauthorized actions.
For example, you may be asked to verify your identity through 2FA verification methods when taking important actions such as logging in, changing passwords, and adding bank account information.
There are 3 types of 2FA verification methods that you may come across:
- Face verification (IOS)
- One-Time Password (OTP)
- Tap secure
⚠️ Note:
If you are unable to proceed due to a system error or reaching the maximum number of tries for a 2FA method, you may:
- Try again later after 15 minutes.
- Reach out to Shopee Customer Service for assistance if you continue to face issues.
Face Verification
- To authenticate via face verification successfully, ensure that:
- You are in a well-lit environment (not too dark or bright)
- You do not move so that the camera can focus on your face properly (avoid blurriness)
- You remove anything that blocks your face (e.g. masks, sunglasses)
- You follow the prompts given during the verification process (e.g. blink eyes, turn head, nod, open mouth)
⚠️ Note:
- Verify your ShopeePay to enable the face verification 2FA method
One-Time Password (OTP)
To verify by OTP, enter the 6-digit verification code sent via email/SMS/WhatsApp to your registered email address or phone number. You can resend a new code after 60 seconds if you do not receive the first one.
⚠️ Note:
- Never share your OTP with anyone, even Shopee staff.
Tap Secure
To authorize your transaction, please ensure you have linked your device to approve transactions via Tap Secure. Once that is performed, follow the steps below to approve the transaction:
Step 1: Click on Pay Now
Step 2: Enter your 6-Digit ShopeePay PIN
Step 3: Click on the Notification
Step 4: Click on Approve
Step 2: Enter your 6-Digit ShopeePay PIN
Step 3: Click on the Notification
Step 4: Click on Approve
Step 5: Click on I Have Verified
Learn more about Tap Secure with ShopeePay.
6. How do I deactivate or close my account?
We understand that you may want to delete your ShopeePay account. However, it is currently not possible to delete your ShopeePay account without also deleting your Shopee account. Should you still wish to proceed with the account deletion, please follow the steps below to delete both your ShopeePay and Shopee accounts:
Step 1: Go to the Me tab
Step 2: Click on the Settings ⚙️ Icon
Step 3: Click on Request Account Deletion
Step 4: Click OK
⚠️ Note:
- Your account can only be deleted if you have withdrawn all funds. To withdraw any remaining funds in both your ShopeePay Transferable and Non-Transferable sub-wallets, contact us via the channels at the bottom of the page.
- Alternatively, you can withdraw your funds via the ShopeePay page before deleting your account.
7. What happens to my balance if I close my account?
As part of the account deletion process, you will be asked to provide first-party bank account details should you have an available balance left in your ShopeePay wallet. Our team will ensure that you receive the remaining balance in your bank account.
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