Why is eKYC or account verification important and how to get it right?

1. What is Account Verification (eKYC) important, and when do I need it? 

The account verification process, also known as eKYC (electronic Know-Your-Customer), is a quick and secure way to confirm your identity online. You can use most features without completing eKYC. From app version 1.1.4 onwards, eKYC is only required for selected features that involve sensitive account information or require an extra layer of security.

If you skip the eKYC prompt during your first login, no worries! You can continue using the app as usual. You can complete the process later whenever you need to use a feature that requires it.

2. Do I need to complete eKYC to use the CelcomDigi App? 

No. You can access and use most features in the CelcomDigi app without completing eKYC. You’ll only be asked to complete the process when you try to use a feature that requires additional account security. 

3. What can I do without eKYC? 

You can still use most of the app’s features, including: 

• View account information 
• Check your bill or prepaid balance 
• Pay bills 
• Reload your prepaid line 
• Purchase add-ons 
• Buy roaming passes 
• View your usage 
• Manage eligible subscriptions 
• Access promotions and rewards 
• Use other supported app services 

Some features may require eKYC before you can use them. 

4. When is eKYC required? 

eKYC is required only for selected features that require a higher level of account security, such as: 

• Link Device / Device Binding 
• Other features requiring a higher Level of Assurance  

Completing eKYC helps protect your account and ensures that only the account owner can use these features. 

5. Why should I complete eKYC? 

Benefits include:

• Better protection against unauthorised access
• Access to features that require identity verification
• Added security when managing sensitive account activities.

6. How do I complete eKYC? 

If you choose to verify your identity, tap Verify Now when the Account Verification prompt appears and follow the on-screen instructions: 

Step 1: Prepare your MyKad or Passport. 

Step 2: Take a clear photo of your identification document. 

Step 3: Complete the selfie verification. 

Step 4: Submit your request. 

Once the process is completed successfully, you’ll receive a confirmation and can use the relevant features. 

7. What are the tips and tricks to get my eKYC approved smoothly?

Follow these tips to avoid common issues: 

a. Identification Document: 

• Use the original document. 
• Ensure all details are clear and readable. 
• Avoid glare, reflections, and shadows. 
• Capture the full document within the frame. 
• Do not use photocopies or screenshots. 

b. Selfie Verification: 

• Be in a well-lit environment. 
• Remove hats, masks, and sunglasses. 
• Look directly at the camera. 
• Keep your face fully visible. 
• Hold your device steady. 

c. General: 

• Use a stable internet connection. 
• Update to the latest CelcomDigi app version. 
• Allow camera permission when prompted. 

8. What happens after successful eKYC? 

Once your identity has been successfully verified: 

• Your account verification status will be updated.
• You can access features requiring a higher level of identity assurance.