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Our Partnership with Fasspay

Swipey partners with Fass Payment Solutions Sdn Bhd (Fasspay), a licensed E-Money and Visa Prepaid Card Issuer regulated by Bank Negara Malaysia (BNM), to provide prepaid card and e-money services. This page explains the respective roles and responsibilities of Fasspay and Swipey, so you know exactly who handles what.

In collaboration with Fass Payment Solutions Sdn Bhd (Fasspay), a regulated E-Money and Visa Prepaid Card Issuer, approved by Bank Negara Malaysia (BNM).

 

 

Who Does What?

#  

Roles  

Fasspay  

Swipey 

1  

Description  

 

  • Approved E-Money issuer to issue prepaid cards; and  
  • Approved to provide white-label e money solutions to partners.  

 

 

  • Responsible for customer onboarding and customer service-related matters (i.e. 1st point of contact for customer facing processes).  

 

2  

Overview  

 

  • Oversees E-Money platform and ensures regulatory compliance for all partners.  

 

 

  • Manages customer-facing processes such as onboarding, customer service-related matters (i.e. 1st point of contact) ensuring smooth experience for customers.  

 

3  

Application of Services (Customer on Boarding)  

 

  • Ensures customer onboarding adheres to regulatory requirements, including independently performs KYC, e-KYC, and AML/CFT compliance. Provides onboarding tools and processes for partners to follow.  

 

 

  • Handles the customer interface during onboarding, ensuring a smooth experience, and ensures that the process complies with regulations and is user-friendly.  

 

4  

Settlement / Fund Management  

 

  • Manages settlement and prefunding processes, ensuring that all transactions between partners and customers are settled in a timely manner.  

 

 

  • Present transparency of financial transactions to end customers in by adhering to Fasspay’s standards.  

 

5  

Customer Service and Inquiry  

 

  • Manages customer service for inquiries related to E-Money services from Partner  
  • Manages issues or queries from regulatory channel.  

 

 

  • Provide first-level customer service by managing account information, offering updates on payment transaction status, and handling dispute resolution.  

 

6  

Fraud Management  

 

  • Perform overall compliance and fraud detection, transaction monitoring, secure customer data management, and KYC processes to prevent fraud within the E-Money ecosystem.  

 

 

  • Acts as the frontline fraud response, communicating with customers to resolve fraud related matters with their customers.  

 

7  

Claims and Disputes  

 

  • Handles claims and disputes related to E-Money services.  

 

 

  • Handling disputes from customers, providing timely resolution and communication on complaints on other services provided  

 

8  

Swipey spend management solution 
  • Provides SDK and API to issue Prepaid VISA cards 
  • Own and operate the systems, business logic and solution 

 

Customer Feedback & Complaints

At Swipey, we are committed to delivering quality products and exceptional service. If something doesn’t meet your expectations, we want to hear about it — your feedback helps us improve.

How to Lodge a Complaint

  • Phone: +60392131099
  • Email: hi@swipey.co
  • Online: help.swipey.co

 

What Happens Next?

Acknowledgment — Within 4 business hours, we will confirm we received your complaint.

Investigation — Within 7-14 business days, our team investigates and gathers information.

Resolution — Up to 14 business days, we provide a final response or update you if more information is needed.

* Timelines above are based on Swipey’s internal processes. Cases that require third-party investigation (e.g. card networks, banking partners) may take longer and are outside of Swipey’s direct control. We’ll keep you updated throughout.

 

We value your feedback and see complaints as an opportunity to improve. Thank you for helping us serve you better.

 

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