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1. (Q): What is M-money?
  (A):

M-money is a service using an application that provides you with electronic money stored in virtual accounts that is accessible via your handphones.

The service enables you to perform cashless transactions easily and conveniently, such as paying your Maxis Mobile account transferring money to another subscriber or making payment for goods and services.

 
 
2. (Q): Do you mean I can transfer money or buy things using my mobile phone via SMS?
  (A):

Yes, that’s right. Once you have registered, you can use your “electronic account” to transfer electronic money or to purchase goods and services via SMS.

 
 
3. (Q): How do I register for this service?
  (A):

Type MMONEY and send to 27007 and follow the rest of the SMS instructions

 
4. (Q): Is this service open to all Maxis mobile and Hotlink customers?
  (A):

M-money is a service using an application that provides you with electronic money stored in virtual accounts that is accessible via your handphones.

The service enables you to perform cashless transactions easily and conveniently, such as paying your Maxis Mobile account transferring money to another subscriber or making payment for goods and services.

 
 
5. (Q): Do I have to use the 6-digit PIN (M-PIN) provided for all transactions?
  (A):

Yes, since it’s a security feature of the service. You are required to use it:

•When making SMS transactions.
•Whenever you are prompted to send it for verification purposes.

 
 
6. (Q): How do I change my M-PIN?
  (A):

Should you require to change your M-PIN, you can do so:

•Via SMS
•At the Subscriber Portal accessible via the Maxis or Hotlink websites

 
 
7. (Q): What happens if I have forgotten my MPIN?
  (A):

If you have forgotten your M-PIN, you can call a Maxis Contact Centre or visit a Maxis Centre to request for a password reset. A new password will then be sent to you via SMS.

 
 
8. (Q): Are there any specific operating hours or is the M-money service available 24 hours a day?
  (A):

The M-money service is available 24 hours daily (unless there is any downtime for system maintenance).

 
 
9. (Q): Is information regarding M-money in the Maxis websites?
  (A):

Yes, certainly – information regarding the new M-money service will be posted at this website as well as the Hotlink website at www.hotlink.com.my.

 
 
10. (Q): How can I check my M-money account balance or transactions?
  (A):

You can check your account balance:

•Via SMS by sending “MANAGE” to 27007 and selecting Balance Check
•Online at the Subscriber Portal (https://emoney.maxis.com.my/portal/main.cgi)

Your can check your last transactions:

•Via SMS by sending “MANAGE” to 27007 and selecting Transaction History
•Online at the Subscriber Portal (https://emoney.maxis.com.my/portal/main.cgi)

 
 
11. (Q): What number do I call for M-money inquiries and/ or issues?
  (A):

You can call:

• Maxis Contact Centre at 123 or 03-74922123
• Hotlink Contact Centre at 1-300-820-120

 
 
12. (Q): Will I be provided with an account number upon registration of M-money?
  (A):

When you register for the M-money service, the electronic account opened for you will be linked to your telephone number, so no account number will be provided. Your telephone number will be the M-money account reference number.

 
 
13. (Q): Are there any registration fees and monthly subscription fees when I subscribe to this service?
  (A):

There are no registration fees or monthly subscription fees, for the initial launch of M-money.

 
 
14. (Q): Will I be charged for using this service - are there any transaction charges?
  (A):

• There are no transaction charges
• But you will be charged RM0.15 on SMS charge upon completion of M-money transaction

 
 
15. (Q): How can I conduct a Cash-In for my M-money account?
  (A):

You can cash in using the following channels:

• Appointed Partner Banks (Maybank and HSBC) by
     •Depositing a cheque (HSBC)
• Electronic transfers from bank accounts (Maybank and HSBC)

Note:
The following rates will apply at partner banks:

     •Maybank – 50 sen
     •HSBC – 80 sen

• Maxis i-Centre KLCC by putting in cash over the counter. This will be extended to other Maxis Centres in the future.
• Dropzone outlets will offer cash-in/out services over their current outlets. Dropzone outlets in BU Centrepoint, Sunway, and Puchong is ready, and we are planning to roll out at more Dropzone outlets soon.

 
 
16. (Q): Is there a fee involved when I cash-in to my M-money account?
  (A):

•No service charge will be levied on cash-in at a Maxis Centre (this channel will only be available at a later stage)
•For Cash Merchants (ie Dropzone), fees for each cash-in/out transaction is 80 cents.
•The following rates will apply at partner banks:

   • Maybank – 50 sen
   • HSBC – 80 sen

 
 
17. (Q): Can I cash-in using a cheque or credit card?
  (A):

•HSBC Cheque Deposit Machines are able to accept a cheque for cash-in
•Both Maybank and HSBC are currently unable to accept credit cards for cash-in

 
 
18. (Q): Are banks and Maxis centres the only outlets for cash-in or can I do it at a post office?
  (A):

Currently, selected Maxis Centers, Maybank and HSBC are the only channels for cash-in. This will be extended to other outlets in future phases. Dropzone outlets will offer cash-in/out services over their current outlets. Dropzone outlets in BU Centrepoint, Sunway, and Puchong is ready, and we are planning to roll out at more Dropzone outlets soon.

 
 
19. (Q): Is there a minimum and maximum amount I can cash-in?
  (A):

•The minimum amount for a cash-in is RM5
•There is no maximum amount but the account limit is RM500

 
 
20. (Q): What happens to the additional cash if the amount I have cashed in is over the account limit for my M-money account?
  (A):

•Any amount that is in excess of the account limit whether it is due to cash in or inward transfer will be put in an “Overflow Balance”.
•When you have reduced the balance of your account, then the amount in the “Overflow Balance” will be credited to your account.

 
 
21. (Q): Is the adjustment between my Overflow Balance and Available Balance instantaneous or is there a time lag?
  (A):

The adjustment between the Overflow Balance and the Available Balance is conducted on a daily basis so that any adjustment will be reflected only the next day. Adjustments can be initiated when you complete a balance check, top-up, or bill payment via M-money.

 
 
23. (Q): What happens if the recipient of my transfer does not have an M-money account?
  (A):

•If the recipient does not have a M-money account, one will be opened for the recipient
•The recipient must be a Maxis or Hotlink subscriber; if not then he/she will have to register as a Maxis or Hotlink customer
•Upon registering for M-money service via SMS, the recipient would be able to use the electronic money transferred to his/her account
•It would be advisable to contact the recipient before conducting a person-to-person transfer to ensure the electronic money is received

 
 
24. (Q): If I have entered an incorrect phone number and the transfer has gone to the wrong person, can I reverse the transaction?
  (A):

•Once a transaction is successfully processed, it cannot be reversed
•Customers are advised to be careful when performing transactions for M-money

 
 
25. (Q): If I have entered an incorrect phone number and the transfer has gone to the wrong person, can I reverse the transaction?
  (A):

•Once a transaction is successfully processed, it cannot be reversed
•Customers are advised to be careful when performing transactions for M-money

 
 
26. (Q): How can I purchase something from an appointed merchant using the M-money service?
  (A):

Yes, you can pay for Maxis postpaid bill by sending MMONEY to shortcode 27007 and follow the instructions in the SMS reply

 
 
28. (Q): Can I use the M-money service to top up my Hotlink account?
  (A):

•You can purchase merchandise from appointed merchants from their websites
•Kindly visit the merchants’ websites to initiate a purchase transaction accordingly
•The merchant will then send an SMS notification for which you need to confirm the transaction by sending in the M-PIN

 
 
29. (Q): If I have a dispute with a merchant over a purchase transaction do I contact the merchant or Maxis?
  (A):

You would have to liaise with the merchant for any enquiries with regards to the products received.

 
 
30. (Q): If the dispute with the merchant is settled, will Maxis or the merchant conduct a chargeback or reversal?
  (A):

•Should there be a dispute with a merchant and a chargeback is involved in connection with the settlement, the merchant would be responsible
•Maxis is only involved as carrier of the SMS message for the initial transaction(s)

 
 
31. (Q): When I initiated a transaction for RM600, it was rejected - is there a transaction limit?
  (A):

•There is a transaction limit of RM500 and a transaction involving more that this amount will be rejected
•There could be other reasons that the transaction is rejected as indicated by the SMS error messages

 
 
32. (Q): How can I do a cash-out for my M-money account?
  (A):

You can cash-out using the following channels:

•Maxis i-Centre KLCC by withdrawing cash over the counter (this will be extended to more Maxis Centres in the future)
•Via SMS to a nominated bank account by sending this SMS message to 27007: spacespace

For example: CASHOUT 123456 200

 
 
33. (Q): This means I have to nominate a bank account for cash-out?
  (A):

Yes. To nominate a bank account for cash out, please visit a Maxis Centre (KLCC i-centre is currently the main support centre) to provide the following details of you bank account

•Bank Name
•Account Name
•Account Number

 
 
34. (Q): Can I cash-out into an account in other banks beside HSBC and Maybank?
  (A):

Yes you can, but please note that if your nominated bank account is in bank that is not in the Interbank Giro system, additional charges and time would be incurred for transferring the sum to your bank.

 
 
35. (Q): Is it possible for me to cash-out to a bank account belonging to a third party, such as a friend or relative?
  (A):

Yes, you can. The nominated bank account need not be your own bank account, it can be an account belonging to someone else.

 
 
36. (Q): Is there a fee involved when I cash-out from my M-money account?
  (A):

•No service charge will be levied on cash-out at a Maxis Centre (for the moment, only KLCC i-centre can process a cash-out) during the promotional launch period or until further notice.
•A service charge of 80 sen will be levied on cash-out via SMS to a bank account.
•If the cash-out is to a nominated account in a non-IBG bank, additional charges for transferring the amount to that bank will be levied by HSBC.

 
 
37. (Q): How do I terminate the service if I no longer require it?
  (A):

•You can call a Maxis Contact Centre or visit a Maxis Service Centre to deregister account (at present, KLCC i-centre is the main support centre).
•Please ensure that you have cashed out completely from your M-money account so that there is no outstanding balance before terminating the service.

 
 
38. (Q): If I deactivate my mobile phone line, do I have to close the M-money account as well?
  (A):

•Yes, you would have to deregister your M-moneyaccount before deactivating your mobile line
•Please ensure that the cash out is completed from your M-money account , in order for your M-money to be converted into cash before terminating the service

 
 
39. (Q): Is M-money dependent on the phone model that I'm using?
  (A):

No, this service is not phone model dependent. You will be able to use this service as long as your phone is able to send SMS.

 
 
40. (Q): What will happen to my M-money if I lose my phone?
  (A):

Your M-money balance will be protected with your 6-digit M-PIN. You only need to obtain a new SIM card with the same mobile number to access your M-money again.

 
 
41. (Q): What will happen to my M-money if I change my mobile number?
  (A):

Your M-money is tied to your mobile number. You will not be able to access your original M-money balance if you change your mobile number. Please ensure that you have cash out the remaining balance in your M-money account before you change your mobile number.

 
 
42. (Q): Is there an expiry date to the balance in my M-money account?
  (A):

No, there are no expiry dates for your M-money account. Your account will remain available unless your mobile number expires (for Hotlink) or is deactivated (for Maxis Postpaid).

 
 
 
 
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