eKYC, device binding, frozen accounts and login problems
What to try if verification fails, you have a new phone, you are in a cooling-off period, or your account is locked.
Match the symptom to the official process
| Symptom | Likely official cause | First official step |
|---|---|---|
| MyKad or selfie failed, including a newly issued MyKad | eKYC cannot read the chip or photo, or the provider has not updated its checks | Retry in good light. If you have a new MyKad, check the bank’s current official notice. JPN acknowledged new-MyKad eKYC issues in September 2026 reporting. Confirm today’s status with the bank. |
| “Check your other device” or you cannot unbind | One-device binding | Use the official unbind path (GX: IVR from the registered number). Do not pay a third party to “unlock” it. |
| You can receive money but cannot send, pay or withdraw | Cooling-off after a device, password, number or limit change | Wait the official window (commonly 12 hours). AEON and several other banks use this model. |
| Account locked, frozen or “under review” | Bank review, including source-of-funds or mule-account checks | Contact official support and be ready to provide documents. For mule-account information, use BNM’s official page and BNMLINK 1-300-88-5465. |
Modified or jailbroken devices may be blocked. AEON’s FAQ has described a block on modified devices from 17 February 2025. Confirm each bank’s current policy in official help.
If you suspect a scam or a mule account, use official channels only: your bank’s fraud line, BNMLINK, and the National Scam Response Centre (997). Confirm NSRC operating hours on the official NSRC page. We are not inventing a timetable.
FAQs
How do I unbind Boost Bank from an old phone?
Use Boost Bank’s official in-app or help-centre unbind steps, from the registered number or email if the bank offers that. We will not invent a shortcut.
Will a VPN fix eKYC?
Often the opposite. AEON’s FAQ has said a VPN can cause a false network error. Turn the VPN off and retry on a normal mobile connection.