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?

Unexpected Error ScenarioWhat to do
The information/ details scanned from my ID do not match my ID. Proceed to re-scan the ID to ensure that the correct details were scanned.
Face Recognition failed.Go to a well-lit area and re-do the face recognition selfie.
Timeout. (Only for desktop)Refresh the QR code.
Eligibility check NRIC vs eKYC NRIC differs.Restart the purchase.


 

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.