1. Why must I perform an eKYC verification?
It is a method to validate the legitimacy of a customer’s identity via a self-serve channel.
2. What are the requirements to perform eKYC verification?
- Malaysian with a valid Malaysian Identity Card (MyKad).
- Customers are connected to the Internet to perform the purchase and self-verification.
- Customers have a working camera on the device to be used for the verification.
3. What are the steps involved to complete eKYC Verification during Prepaid New Line purchase on a desktop/laptop?
Step 1: Select plan type and click on “Buy Now”.
Step 2: Select order type “Get New SIM”.
Step 3: Select ID type, key in NRIC Number and accept clause.
Step 4: Customers will be directed to a QR scan page. Select MyDigi app and use a mobile phone to scan QR to perform eKYC verification.
Step 5: On mobile, scan the identification card.
Step 6: Snap a selfie.
Step 7: eKYC results will be displayed.
Step 8: Customers will be directed back to desktop to continue with the purchase journey.
Step 9: Follow instructions on screen to complete the purchase.
4. What are the steps involved to complete eKYC Verification during Prepaid New Line purchase on a mobile?
Step 1: Select plan type and click on “Buy Now”.
Step 2: Select order type “Get New SIM”.
Step 3: Select ID type, key in NRIC Number and accept clause.
Step 4: Select MyDigi app and click “Scan Now”. Customers will be directed to perform the eKYC verification.
Step 5: Scan the identification card.
Step 6: Snap a selfie.
Step 7: eKYC results will be displayed.
Step 8: Customers will be directed back to continue with the purchase journey.
Step 9: Follow instructions on screen to complete the purchase.
5. Can I change any details after completing the eKYC validation?
No, customers are not able to make manual modifications to their details once scanned. However, customers can re-scan the ID should the information prior is incorrect.
6. What are the possible errors I might face during self-registration?
7. What can I do to get further assistance on self-registration?
Contact our Digi Customer Service representative at 016 221 1800 for assistance or visit the nearest Digi Store.
8. What should I do if I exhaust all my ID or Face scan retries attempts?
Try again after 5 minutes. Upon session timeout, customers will see an error message to bring them back to QR/CTA page.
9. Can I scan the picture or a photocopy of my ID?
No, customers are required to use the original copy of the ID to complete the document verification process.
10. Can I take an image of another person or perform facial recognition through a screen?
No, the verification process must be performed by the individual as a real-time image is mandatory.
11. What should I do if my captured image is unclear/ blurry?
Here are some tips to ensure good quality images:
- Avoid glare or reflection when capturing the image.
- Ensure image is taken in a brightly lit environment.
- Ensure that the ID fits into the allocated frame.
- Please do not cover or block ID details when capturing the image.
12. What should I do if I fail the facial recognition/ selfie?
Customers will be required to reattempt again (5 retries to reattempt).
Please take note of the following when capturing a selfie:
- Ensure you are capturing the selfie in a brightly lit environment.
- Ensure your face fits within the allocated frame. Avoid tilting your head.
- Please do not cover your face when capturing your selfie.
- Avoid multiple faces within the frame. Ensure that you [alone] should be seen in the image.