Frequently Asked Questions

A mandate is a form that you complete and authorise, allowing your merchant’s bank to collect recurring payments from your bank account directly. The form contains your personal details and collection terms. Without a mandate in place, your merchant will not be able to collect payments from your bank account. 

Your merchant will send you a link to an online mandate form via email or Whatsapp. You will need to authorise the mandate by logging into your online banking portal and complete a RM1 FPX transaction.

The RM1 is paid to your merchant’s bank as a setup fee to ensure that your bank account is active and to inform your bank about the Direct Debit instruction. In some cases, your merchant might refund the RM1 to you.

You need to contact your merchant to edit the details on your mandate. After that, they will ask you to confirm the updated details by re-authorising the mandate. 

You can sign up for a Curlec account to keep track of your Direct Debit/Instant Pay transaction history and monitor your mandates.

First, you need to sign up for a Curlec account. Once signed in, you would be able to view your active mandates and terminate them accordingly. 

Once a mandate has been terminated, we are unable to restore it for you. If you accidentally terminate your mandate, you need to contact your merchant to send you a new mandate to be re-authorised.

Yes. If your merchant accepts credit/debit cards for payments, we are able to process them via MasterCard/Visa processing networks.

If you were mistakenly charged or overcharged, you need to contact your merchant. Your merchant will investigate and issue a payment refund accordingly.

Your merchant will contact you if the payment has failed due to insufficient funds. You can then top up funds into your account so that the payment can go through at the next collection attempt.

You can expect the following email notifications:

  • Mandate authorisation request
  • Mandate setup confirmation
  • Payment collection reminder tant Pay request
  • Mandate termination

You need to contact your merchant if you wish to make adjustments to your payment plan that has been agreed upon earlier.

To change the email address associated with your mandate, you need to inform your merchant. After that, they will ask you to confirm the updated email address by re-authorising the mandate.

Your merchant’s company name would appear as the payment reference on your bank statement.

Accordion Content

Absolutely. As an intermediary, funds are never credited into Curlec, settlement happens directly between the buyer and seller bank.

 

We are compliant with the Malaysian banking standards and our software is officially approved by Payments Network Malaysia (PayNet).

Curlec is a Personal Data Protection Act (PDPA) compliant company, policy found here. We also encrypt your bank account details before they are stored in our database.

No. Neither Curlec or the merchant stores your card details, the information is securely held by Mastercard Payment Gateway Services (MPGS). Your card details are only tokensied for recurring collection purposes.

Please email us at support@curlec.com if you encounter an issue you could not resolve. Alternatively, leave us a message in the feedback section of the ‘Help’ button in your Curlec account. We will get back to you as soon as possible.

Direct Debit

A mandate is a form that you complete and authorise, allowing your merchant’s bank to collect recurring payments from your bank account directly. The form contains your personal details and collection terms. Without a mandate in place, your merchant will not be able to collect payments from your bank account. 

Your merchant will send you a link to an online mandate form via email or Whatsapp. You will need to authorise the mandate by logging into your online banking portal and complete a RM1 FPX transaction.

The RM1 is paid to your merchant’s bank as a setup fee to ensure that your bank account is active and to inform your bank about the Direct Debit instruction. In some cases, your merchant might refund the RM1 to you.

You need to contact your merchant to edit the details on your mandate. After that, they will ask you to confirm the updated details by re-authorising the mandate. 

You can sign up for a Curlec account to keep track of your Direct Debit/Instant Pay transaction history and monitor your mandates.

First, you need to sign up for a Curlec account. Once signed in, you would be able to view your active mandates and terminate them accordingly. 

Once a mandate has been terminated, we are unable to restore it for you. If you accidentally terminate your mandate, you need to contact your merchant to send you a new mandate to be re-authorised.

Payments

Yes. If your merchant accepts credit/debit cards for payments, we are able to process them via MasterCard/Visa processing networks.

If you were mistakenly charged or overcharged, you need to contact your merchant. Your merchant will investigate and issue a payment refund accordingly.

Your merchant will contact you if the payment has failed due to insufficient funds. You can then top up funds into your account so that the payment can go through at the next collection attempt.

You can expect the following email notifications:

  • Mandate authorisation request
  • Mandate setup confirmation
  • Payment collection reminder tant Pay request
  • Mandate termination

You need to contact your merchant if you wish to make adjustments to your payment plan that has been agreed upon earlier.

To change the email address associated with your mandate, you need to inform your merchant. After that, they will ask you to confirm the updated email address by re-authorising the mandate.

Your merchant’s company name would appear as the payment reference on your bank statement.

Security

Accordion Content

Absolutely. As an intermediary, funds are never credited into Curlec, settlement happens directly between the buyer and seller bank.

 

We are compliant with the Malaysian banking standards and our software is officially approved by Payments Network Malaysia (PayNet).

Curlec is a Personal Data Protection Act (PDPA) compliant company, policy found here. We also encrypt your bank account details before they are stored in our database.

No. Neither Curlec or the merchant stores your card details, the information is securely held by Mastercard Payment Gateway Services (MPGS). Your card details are only tokensied for recurring collection purposes.

Please email us at support@curlec.com if you encounter an issue you could not resolve. Alternatively, leave us a message in the feedback section of the ‘Help’ button in your Curlec account. We will get back to you as soon as possible.

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