Frequently Asked Questions

Who is Sunway Money?

We are a remittance service provider who helps customers send money from Malaysia to other countries. Receiving funds from other countries is not available at the moment, we will be providing this in due course.

How do I contact you if I have any enquiries, complaints or feedback?

You can contact us via email at hello@sunwaymoney.com

How long will it take for Sunway Money to address my complaint?

We will acknowledge your complaint within 24 working hours and are committed to resolve your issue.

How do I log in to Sunway Money website?

Log in access can be found on the Sunway Money website main page at www.sunwaymoney.com. Enter your email and password and log in.

Can I access Sunway Money online platform when I am overseas?

Yes, you can access our online platform via the Sunway Money website anywhere anytime.

Who can use Sunway Money's remittance service?

Senders with a bank account and an activated Sunway Money personal account or business account can use this remittance service. Prior to using, Senders are required to perform a verification process to get their account activated. For personal customers, you can utilise our e-KYC functionality on our mobile app to perform a simple verification; for business customers, our dedicated personnel will reach out to you once you’ve signed up with us.

Is there an account opening fee?

No, opening an account with Sunway Money is free.

What is the difference between a personal account and a business account?

Personal account is for individuals (transferring funds from their personal bank account to another individual’s personal bank account).


Business account is for companies (transferring funds from their company’s bank account to another company’s bank account or another individual’s personal bank account).

How long does it take to process my account opening application?

We will process your application and documents submitted by the next business day, provided the application and all documents are complete.

What documentation do I need to submit to open an account?

(For personal account) You need to submit photocopy of your identity card (NRIC front and back) or passport.


(For business account) You need to submit documents below:


Company

Relevant company secretarial documents
Directors ID copy
Company Shareholder Organisation Chart


Sole proprietor/Partnership

Relevant supporting documents

How do I get notified when my account has been activated?

Once your application has been successfully processed, your account will be activated and we will notify you via email.

Can I start remitting immediately after my account is activated?

Yes, you can start remitting immediately after your account and beneficary have been activated.

Why is identity verification needed before I can start sending money?

This is required by the authorities to ensure that you are the person whom you say you are, as below:


Notice to Customer
(Remittance service)


Customer Due Diligence (CDD) is a requirement under the Anti-Money Laundering and Anti-Terrorism Financing Act 2001 and Money Services Business Act 2011. CDD shall be conducted on customer conducting any transaction. Please produce your identification document before making any transaction.


Notis kepada Pelanggan
(Perkhidmatan pengiriman wang)


Pelaksanaan Usaha Wajar Pelanggan (Customer Due Diligence / CDD) adalah satu keperluan di bawah Akta Pencegahan Pengubahan Wang Haram dan Pencegahan Pembiayaan Keganasan 2001 dan Akta Perniagaan Perkhidmatan Wang 2011 (MSBA). Usaha Wajar Pelanggan akan dilaksanakan terhadap pelanggan yang melakukan sebarang transaksi. Sila sediakan dokumen pengenalan sebelum menjalankan sebarang transaksi.

What is Customer Due Diligence (CDD)?

Customer Due Diligence (CDD) is undertaken to identify and verify customer's identity and understand the purpose and nature of the business relationship.

What is e-KYC?

e-KYC, also known as, “electronic Know Your Customer” is a process performed through Sunway Money’s mobile application where users are required to submit their NRIC/Passport and a selfie for us to verify your identity. Currently, e-KYC is only available for our personal customers and we will be providing non-Face-to-Face verification to our business customers in due course.

I forgot my username or password. How do I reset it?

If you forgot your password, click "Log In" and "Forgot your password" to reset.


If you forgot your login email, kindly contact us via email at hello@sunwaymoney.com.

Can I open multiple accounts?

No. Customers can only open an account each.

Where can I send money to?

You can send money to the following countries using Sunway Money:


Asia: Bahrain, Bangladesh, Cambodia, China, Hong Kong, India, Indonesia, Japan, Jordan, Korea, Myanmar, Nepal, Pakistan, Philippines, Singapore, Sri Lanka, Taiwan, Thailand, Turkey, Vietnam.


Single Euro Payments Area (SEPA): Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, France, Finland, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, San Marino, Slovakia, Slovenia, Spain, Sweden, Switzerland, and United Kingdom.


Europe: Andorra, Bosnia and Herzegovina, Serbia, Vatican City.


North America: Canada, Cayman Island, Trinidad and Tobago, USA, Virgin Island (British).


Oceania: Australia, New Zealand, Papua New Guinea.


Middle East: Oman, Saudi Arabia, United Arab Emirates.


Africa: Egypt, Kenya, Mauritius, Nigeria, Somalia.


We also offer non-native transfers to certain countries, for example: USD to China. Sign up now to enjoy the wide payment network that we offer.

What are the fees?

Fixed Fee is only RM 1 per transaction. For certain currencies and/or countries, kindly note that a SWIFT charge / Surcharge may apply and a nominal fee may be deducted by the receiving bank and/or intermediary bank. The final amount payable to Sunway Money will be shown in the transaction confirmation page before you proceed to make payment.

Is it cheaper if I send more?

Of course. The more you send, the more you save. When your transaction amount increases to the next tier, you will enjoy a higher discount, with Tier B giving the most savings. Kindly refer table below to determine which tier your transaction amount falls into:


Transaction Amount (RM) Tier
Less than RM3,000 A
RM3,000 and above B

What are the available modes of payment?

We provide "Direct to bank account" transfer only. Funds will be transferred from sender's bank account in Malaysia to recipient's bank account overseas. Cash payout to recipient is not available at the moment.

How long does it take for the funds to reach my recipient?

Depending on the country that you are sending to, your recipient will receive the funds in their bank account within the time frame of immediate to 3 business days.

Is there a limit on how much I can send to other countries?

Yes.


Face-to-face verification:

Personal customers may send up to a daily limit of RM50,000.
Business customers may send up to a daily limit of RM3 million to business beneficiaries; and daily limit up to RM50,000 to personal beneficiaries.


Online Verification (e-KYC):

Malaysians or expatriates may send up to a daily limit of RM30,000. Migrant workers (holding Temporary Employment Pass) may send up to RM5,000 monthly to home country only.


Note: Multiple transactions with total value within the daily/monthly limit are permitted.
Certain countries may have a lower limit compared to limits mentioned.

How do I know if my transfer is successful?

You will receive a notification email from Sunway Money informing successful remittance.

How can I view my transaction receipt?

You may log into your Sunway Money Account to view your receipt.

Notice to Customer

Issuance of receipts is a requirement under the Money Services Business Act 2011. Please insist on a receipt for your transaction.


Notis kepade Pelanggan

Pengeluaran resit adalah satu keperluan di bawah Akta Perniagaan Perkhidmatan Wang 2011. Sila minta resit bagi transaksi anda.

Can I cancel my transaction?

You can cancel at any point throughout the transaction submission process if you have not made any payment to us. However, if payment has been made, please email to hello@sunwaymoney.com and provide us the transaction reference number, e.g. TRN-2021-00XXXXX for our team to assist with your request. Refund will be made on a best effort basis after deducting the RM1.00 Service Charge and administrative charge of RM 50.00, provided the Recipient has not received the funds. Any loss in exchange rate will be borne by customer.

How secure is my personal data?

We adhere to Personal Data Protection Act 2010 (PDPA) and store all customers’ data in a secured environment as prescribed by the PDPA.

How safe is my data?

Our IT system adopts international security standard and are routinely assessed. All sensitive information of our customers is protected by firewall and encryption technology.

What are examples of cyber attacks?

Phishing

Phishing is a technique used by cybercriminals to attempt to obtain your sensitive/personal information, such as username, password, bank account details, often for malicious reasons, by disguising as a trustworthy entity in an electronic communication.


Beware of fraudulent E-MAILS, SMS, and PHONE CALLS posing as Bank Negara Malaysia, financial institutions or law enforcement agencies asking for your personal details such as username, password, OTP/TAC number or account number. Do NOT respond/click on any links that may jeopardise your financial security.


Malware

Malware (malicious software) refers to harmful or intrusive software, including computer viruses, worms, Trojan horses, ransomware, spyware, adware and other malicious programs, when installed in your computer or mobile device. Depending on the type of malware, it can allow cyber criminals to steal data, to freely access to your computer/mobile device, to encrypt files and demand ransom. Malware is most often introduced to a system through email attachments, software downloads or operating system vulnerabilities.


Password Attacks

A password attack is where a cybercriminal tries to gain access to your account by cracking your password. Methods use include trying a list of easy to guess passwords (e.g password123), comparing various word combinations against a dictionary file or using a keystroke logging programme to track all the keystrokes you have typed, including login details and passwords.

How can I protect myself from cyber attacks and fraudsters?

  • Do not reply to any unsolicited/suspicious emails, SMS or calls asking for sensitive personal information, such as username, password, OTP number or account number. When in doubt, contact Sunway Money or your bank to clarify.

  • Always deal with an authorised representative of Sunway Money or through our secure website at sunwaymoney.com. When in doubt, please contact Sunway Money to clarify.

  • Do not click on any links or open/download any attachments in suspicious or unsolicited emails.

  • Always use secure websites when providing personal information and performing financial transactions. Look for a secure symbol in the links “https://” instead of "http://".

  • Never reveal your password or PIN.

  • Always use strong passwords with a combination of lower and upper case alphabets, numbers and special characters, e.g *, %, #, ^, &, and a minimum length of 8 characters. Use a different password for each account and change your password frequently.

  • Do not “jailbreak” or “root” your smartphone.

  • Do not download and install programs or mobile applications from unverified sources/platforms.

  • Ensure your computer’s or mobile device’s operating system (e.g. Windows, Mac OS X, Linux, Android, Apple iOS) uses the most up-to-date security updates.

  • Ensure your computer or device firewall is activated. Install anti-virus/anti-malware software for added protection. Keep your anti-virus/anti-malware up to date and frequently scan your devices for any possible threat.

  • Never leave your computer or mobile device unattended during your online transaction session. Always remember to log out after you have completed your online transaction. You are advised to check your last login date and time immediately after you have logged in and regularly check your transaction history. If you suspect any unusual account activity, please contact us immediately at hello@sunwaymoney.com.

  • To protect the privacy of your information, you are advised to clear the browser’s cache after the completion of your online transaction and logged out.

How can I clear my browser's cache?

Chrome
  1. Click on the “Menu” icon in the top right corner of your browser window
  2. Select “Settings”
  3. Go to “Security and Privacy”
  4. Select “Clear Browsing Data”
  5. Choose “All Time” for the time range
  6. Tick the “Cached images and files” option
  7. Click “Clear Data”

Firefox
  1. Click on the “Menu” icon in the top right corner of your browser window
  2. Select “Settings”
  3. Go to “Security and Privacy”
  4. Scroll down and click “Clear Data…”
  5. Choose “All Time” for the time range
  6. Tick the “Cached Web Content” option
  7. Click “Clear”

Safari
  1. Select “Safari” in the top left corner of your browser window
  2. Click “Preferences”
  3. Go to “Privacy” tab
  4. Click “Manage Website Data…”
  5. Click “Remove All”
  6. Restart Safari

Microsoft Edge
  1. Click on the “Menu” icon in the top right corner of your browser window
  2. Select “Settings”
  3. Go to “Privacy, search, and services”
  4. Go to “Clear browsing data now” and select “Choose what to clear”
  5. Choose “All Time” for the time range
  6. Tick the “Cached images and files” option
  7. Click “Clear now”

Internet Explorer
  1. Select “Settings” in the top right corner of your browser window
  2. Go to “Safety” and select “Delete browsing history…”
  3. Tick both “Temporary Internet files and website files" and "Cookies and website data”
  4. Click “Delete”

What is the best viewing specifications for the web based pages?

Supported browsers with versions:


- Chrome – v25 and above
- Microsoft Internet Explorer – v11 and above

Who do I contact if I encounter any problems or have any enquiries with using the Sunway Money website?

You can contact us via email at hello@sunwaymoney.com

Where can I find more information about the Privacy Statement, Terms of Access or Terms of Conditions?

You can find more information on the policies by clicking at the links shown at the bottom of the Sunway Money home page.