FAQ: PayFlex powered by Boost

1. What is PayFlex powered by Boost?

PayFlex powered by Boost is an exclusive version of Boost’s PayFlex service — a Buy Now, Pay Later (BNPL) solution that allows you to split purchases into easy instalments. You can enjoy flexible repayment terms of up to 12 months at participating merchants nationwide.

This exclusive collaboration between CelcomDigi and Boost comes with:

1. Cheaper Wakalah Fee: RM3 flat for all transaction amount instead of RM5 fee for transaction less than RM100 and RM10 fee for transaction more than RM100.
2. Wakalah Fee is waived for the first transaction.
3. Flexible repayment plans: Pay in 30 Days or 3, 6, 9, or 12-month instalments.
4. Credit Limit: up to RM1,499

Note:Each customer may only maintain one active PayFlex account. If you have previously registered for Boost PayFlex directly, you must close that account first before applying for PayFlex powered by Boost.

2. Who is eligible to apply for PayFlex powered by Boost?

All CelcomDigi customers are eligible to apply for PayFlex powered by Boost through the CelcomDigi app, provided they have not registered for Boost PayFlex directly.

Credit approval is based on each customer’s risk profile, assessed using CelcomDigi or CCRIS data. Boost will verify the provided details and determine eligibility and credit limit through its credit-scoring system.

3. Do I need to be an existing CelcomDigi customer?

Yes, you need to sign-up via the CelcomDigi App.

4. Is there an age requirement to apply for PayFlex powered by Boost?

Yes. Customers aged 21–60 are eligible to apply for PayFlex powered by Boost.

5. Can non-Malaysians apply for PayFlex powered by Boost?

No. Only Malaysian citizens or Permanent Residents are eligible to apply.

6. Is this product licensed or approved by any regulatory authority?

Yes. PayFlex powered by Boost is structured under the Commodity Murabahah concept and certified Shariah-compliant by Boost Credit’s appointed Shariah advisors.

7. My application status is “Pending”. What can I do?

Your PayFlex powered by Boost application may take slightly longer than usual to process. Please allow some time for the status to be updated. If it remains pending after 24 hours, you may reach out PayFlex’s support team at support@payflex.my for assistance.

8. How can I use PayFlex powered by Boost after my application is being approved?

1. Click on the PayFlex powered by Boost tile in your CelcomDigi app.
2. Login with your phone number and password or OTP. 
3. You can choose the type of transaction you want to perform by selecting the appropriate tile on your dashboard such as ‘Pay Bills’, ‘Telco Prepaid’, or ‘Pay with QR Code’.
4. For QR code payment:

1. Cashier scans your QR code/ You show your QR code: Your transaction is automatically set to pay in 3 months. You pay nothing today and your first payment will be due in 30 days.
2. You scan the cashier's QR code*: You can choose to Pay in 30 days, 3 months, 6 months, 9 months or 12 months instalments. You pay nothing today and your first payment will be due in 30 days. 
   *Subject to availability at merchant

9. Do I need a guarantor or collateral?

No. PayFlex powered by Boost requires no guarantor or collateral.

10. I already have a Boost PayFlex account. Can I apply for PayFlex powered by Boost?

You can only have one active PayFlex account at any time. If you already have a Boost PayFlex account, you must:

1. Settle all outstanding payments, and
2. Request account termination by contacting PayFlex Support at support@payflex.my
   Once your existing account has been closed, you may apply for PayFlex powered by Boost to enjoy the exclusive CelcomDigi customer benefits.

Product Info

1. What are the features of PayFlex powered by Boost? 

Enjoy flexible instalments of up to 12 months with fast approval. PayFlex powered by Boost is Shariah-compliant and can be used to pay any CelcomDigi Postpaid bills, purchase CelcomDigi Prepaid credits, or make payments at any store that accepts DuitNow QR.

As an exclusive benefit for CelcomDigi customers, the Wakalah fee is waived for the first transaction and offered at a lower rate for subsequent transactions.

2. What are the fees and charges for using PayFlex powered by Boost?

Wakalah Fee

• First fee waived, subsequent fees at RM3 per loan disbursement (exclusive for CelcomDigi).
• Regular fee is RM5 for transaction less than RM100 and RM10 for transaction more than RM100

Profit Rate 

• Profit rate ranges from 1.5% to 2.5% per month based on our assessment of user's financial profile.
• This profit rate is charged on the transaction amount each month, payable on each instalment due date.

Example (based on RM1,000 transaction, 3-month instalment plan at 2.5% profit rate):

3. Does it cost anything for application? 

No, applying is completely free, and there are no annual fees to worry about either.

4. How much can I transact using PayFlex powered by Boost? 

You can spend up to your approved credit limit. You can easily check your available limit on your PayFlex powered by Boost dashboard.

5. Where else can I use PayFlex powered by Boost?

You can use it anywhere that accepts DuitNow QR — just scan and pay! It’s also accepted at any store that takes Boost as a payment method. Simply ask the cashier if they accept Boost and show them your PayFlex powered by Boost QR code to complete your payment.

Payment & Repayment

1. How do I know merchants that accept PayFlex powered by Boost? 

As long as the merchant accepts DuitNow QR, customers will be able to pay via PayFlex.  

2. Can I use PayFlex powered by Boost for online shopping or only in-store?

You may only use PayFlex powered by Boost for bill payment, prepaid reloads and DuitNow QR transactions.   

3. Can I use PayFlex powered by Boost to buy devices or accessories from CelcomDigi stores? 

Yes, but only at CelcomDigi stores that accept DuitNow QR. 

4. What should I do if I experience technical issues while using PayFlex powered by Boost at outlets with DuitNow QR?

If you experience any technical issues while using PayFlex at outlets that accept DuitNow QR, please contact PayFlex support at support@payflex.my .

5. How do I pay back my PayFlex powered by Boost contract? 

There are two ways: 

1. Pay manually: Click on the PayFlex powered by Boost app that you have added to your phone home screen, click on “Pay All” or go to the “Repayment” tab and click “Pay Now” to make the payment for individual outstanding contracts. 
2. Automatic payments: PayFlex can seamlessly deduct the payment from your debit card. You will get a confirmation email when the payment is successful. 

6. I do not have a debit card. Can I pay with another payment method?

No. PayFlex powered by Boost currently only accepts debit cards for repayment. You are required to bind a debit card as repayment method when signing up. 

7. I have made repayment via debit card, but why my dashboard is not updated?

It takes up to 10 minutes for your payment to be reflected on the PayFlex dashboard. You are advised to refresh your PayFlex dashboard again after the stipulated time.  

In the event that you have made repayment by debit card and your PayFlex dashboard is not duly updated within the stipulated time, customer may contact PayFlex support directly at support@payflex.my.

8. Can I change my instalment plan after making a purchase?

You can make an early repayment if you wish, but you won’t be able to extend or lengthen your instalment period.

9. I would like to pay off my PayFlex powered by Boost contract earlier. Can I do that? 

Yes. You can make early repayments by selecting “Pay All” on your dashboard or go to the “Repayment” tab and select “Pay Now”.  

10. I am trying to settle my PayFlex powered by Boost contract, but my debit card has issues.

If you are facing an issue with your current debit card, you may attach another debit card for your repayment. 

1. Go to the "Settings" tab and select on "Repayment Settings" 
2. Tap on "Add Debit Card" 
3. Select the newly added card and set it as your primary card by selecting "Change Primary Card" 

11. How do I increase my credit limit? 

Your PayFlex powered by Boost credit limit is assigned based on your credit profile and information that we know about you and cannot be manually adjusted by request. However, the limit is subject to change from time to time. 

1. What happens if I fail to make my payment? Can I still apply for instalment afterwards?

1. If you miss a scheduled repayment, a late payment charge of 1% per annum (calculated daily) will be applied to the overdue amount until it is fully settled. The charge stops once full payment is made. 
2. If payment remains overdue beyond the agreed term, additional charges may apply under Boost Credit’s Terms and Conditions. 
3. While payment is overdue, you will not be able to apply for any new instalment or transaction under the PayFlex facility until all outstanding amounts are cleared. 
4. To avoid late payment charges and service disruption, we recommend enabling auto-debit through your linked debit card.

Support

1. How to track instalments? Will I receive reminders?

There will be no reminder. However, you can view your instalment details, including the amount and due date, on your PayFlex dashboard. Simply log in to your account via CelcomDigi App > PayFlex > Account.

2. Will my PayFlex limit increase automatically if I make consistent payments?

Yes, your credit limit may be increased over time. Boost regularly reviews and updates credit limits based on your payment behavior and account history.

3. I am not receiving the OTP. What should I do?

If you are not receiving the OTP, try the following steps: 

1. Make sure that you have a strong telco network connection when requesting for OTP.
2. Make sure that you have inputted the correct phone number.    

4. I am unable to attach my debit card. What should I do? 

If you are facing an issue to attach your current debit card, please try attaching an alternative debit card for your repayment.

1. Go to the "Settings" tab and select on "Repayment Settings".
2. Select "Add Debit Card".
3. Select the newly added card and set it as your primary card by selecting "Change Primary Card".

If not, please call your bank to authorize recurring payments on your debit card. If you are still facing the issue, please contact PayFlex support team directly at support@payflex.my.

5. My identity verification (e-KYC) failed. What should I do?

If you're experiencing issues with your identity verification, please ensure that: 

1. Your IC/passport details match your application.
2. The photo taken is clear and without glare.
3. You are in a well-lit environment.

If you have verified all the above and still facing an issue, kindly retry the process or contact PayFlex support team at support@payflex.my.

6. Can I cancel a PayFlex transaction after it’s been processed or return an item to merchant and get refunded?

No, you cannot directly cancel a PayFlex transaction after it's completed. To cancel or modify, you must contact the retailer and request a refund, which will then be processed according to their policies.  

7. I was rejected during my PayFlex powered by Boost application. Why?

The reasons for rejection are not disclosed, and there is no option for appeal. However, you may try again after 3 months.  

8. Can I temporarily deactivate or suspend my PayFlex account?

Yes, but you must first settle all outstanding instalments and any applicable fees 

9. What should I do if I suspect unauthorized transactions on my PayFlex account?

You may reach out to PayFlex support support@payflex.my.

10. I’ve changed my phone number. What will happen to my PayFlex powered by Boost account?

Your mobile number acts as your unique identifier for your PayFlex powered by Boost account.

If you've changed your phone number, please contact PayFlex Customer Support at support@payflex.my to update your profile and verify your new number. While you may still be able to log in using your password, there is a risk that your previous number could be reassigned to another person, which may expose your account to potential misuse.

To ensure your account remains secure and compliant, please make sure that all existing PayFlex contracts are fully repaid and closed before the number change. Once settlement is completed, you may then re-register for PayFlex using your new mobile number.