Help And Support

Collections - OCBC OneCollect

  • What is OCBC OneCollect?

    OCBC OneCollect is a cashless collection solution and merchant platform featuring both our web portal and mobile application. It enables retail collection simply with a QR code using a smartphone camera. We currently offer both DuitNow QR and PayNow QR to enable your business to receive payment for those residing in Malaysia and Singapore, in SGD and MYR currencies.

  • How does OCBC OneCollect work?

    By scanning the generated PayNow or DuitNow QR codes using a smartphone camera, merchants in Malaysia can receive payments in MYR from their customers paying in either MYR or SGD.

    How it works is that the merchant puts in the collection price in MYR on the OCBC OneCollect app. Customers opting to pay in SGD can scan the generated PayNow QR code. Alternatively, customers can make payment in MYR by scanning the generated DuitNow QR code through their mobile banking application.

  • What is PayNow?

    PayNow is a funds transfer service available to retail customers from nine participating banks in Singapore – Bank of China, Citibank Singapore Limited, DBS Bank/POSB, HSBC, Industrial and Commercial Bank of China Limited, Maybank, OCBC Bank, Standard Chartered Bank, and UOB.

    Retail customers of participating banks can now transfer funds by scanning the PayNow QR code using the existing mobile banking application of the participating banks.

  • What is DuitNow QR?

    DuitNow QR is Malaysia's National Standard Quick Response (QR) established by PayNet under Bank Negara's Interoperable Credit Transfer Framework (ICTF). Merchant customers can make payment from any participating Banks and/or e-wallet mobile app. To do this, the merchants need only to display one QR code (the DuitNow QR code) to receive payment in MYR, as opposed to the current practice of displaying multiple proprietary QR codes at the payment counter.

  • When do I receive the proceeds from my collection?

    For DuitNow QR, you will receive your proceeds in your OCBC account immediately. For PayNow QR, you will receive your proceeds within two business days.

  • What are the services available on OCBC OneCollect?

    • Merchants (sellers) are able to collect payments from their customers when they scan the QR code displayed on the merchant's mobile device.
    • The application can convert payments from SGD to MYR with PayNow QR.
    • The application allows for collection of MYR payments with DuitNow QR.
    • You can view and download historical transactions from the web portal.
    • Create and assign Worker and Manager IDs to log in to OCBC OneCollect for collection.
  • Who can apply for OCBC OneCollect?

    Only the authorised person(s) of the company/entity with an OCBC account can apply for OCBC OneCollect on behalf of the company/entity.

  • Do I need to have an OCBC account to use OCBC OneCollect?

    Yes. OCBC OneCollect can be used by an existing OCBC non-individual customer with an OCBC conventional or Islamic current account. The service will be made available for non-OCBC customers in the near future.

  • What are the types of OCBC OneCollect services available for scanning?

    For DuitNow QR, you have a choice of displaying the static QR at your touchpoints, or use the OCBC OneCollect app to collect payment with the dynamic QR.

    For PayNow QR, you can only use dynamic QR via the OCBC OneCollect app.

    *The Dynamic QR Code contains the seller's account details and transaction amount, which are embedded in it. This way, you can scan the code without entering the purchase amount.

    The merchant will present the QR to the buyer, and the buyer can scan the QR to complete the payment.

  • How do I setup OCBC OneCollect (for a first-timer)?

    For existing OCBC Customers, here are the steps to set up OCBC OneCollect:

    1. Download the OCBC OneCollect app from Google Play (Android users) or the AppStore (Apple users).
    2. Once the app is downloaded, open and key in your mobile number. You will receive an SMS from us containing a 6-digit one-time-password (OTP).
    3. Key in the 6-digit OTP.
    4. Select the wallet OR schemes you want to sign up with.
    5. Fill in your bank account information by entering your account name and number.
    6. Complete the mandatory fields under Company Information section.
    7. Click submit. The approval will be granted within seven (7) working days. Once approved, we will inform you via SMS.

    If your application is unsuccessful, we will inform you via SMS; you can log in to the OCBC OneCollect app for further details on the unsuccessful registration. Then, you can make the necessary changes as advised and resubmit your application in the OCBC OneCollect app.

    If you need further assistance, please contact us at 1300 88 7000.

  • How do I submit the documents required?

    The documents are submitted through the OCBC OneCollect mobile app or through the OCBC OneCollect web portal.

  • Do I need to key in my OTP each time I launch the app for use?

    No, you are only required to log in once. However, you will be logged out from the session automatically if you are inactive for more than one hour.

  • What is my daily transaction limit to use OCBC OneCollect?

    The transaction limit depends on the pre-agreed setup of the buyer bank. There is no maximum limit for a merchant to collect in a day.

  • Are there any charges for using OCBC OneCollect?

    DuitNow QR: For both on us and off us transaction

    • CASA source of fund = waived until 31 December 2022.
    • Credit Card source of fund @ merchant discount rate (MDR) of 0.25%.

    PayNow QR: CASA source of fund = waived until 31 December 2022.

  • What should I do if I am unable to perform a transaction through the OCBC OneCollect app?

    If you are facing issues with the OCBC OneCollect app, please try any of these methods:

    1. Restart your device – many common download issues can be fixed by turning off and restarting the device. Then, download the app again.
    2. Check your data connection – a strong internet connection (Wi-Fi or mobile data) is required to use the App. Re-launch the App when the internet connection is good.
    3. Check your device's available storage – if the storage space is low, please uninstall other apps or delete things like pictures or videos to free up space. The problem could also be attributed to multiple suspended apps running in the background. Please close unused apps to free up memory and resources.
    4. Clear cache & data – clear cache and data on the App Store or Google Play Store application and try to redownload the app.
    5. Update to the latest version of the OCBC OneCollect app or uninstall and re-install the app.
  • What are the safety measures to be taken before proceeding with the transaction?

    You are required to ensure the following: always activate your auto screen lock-out function when your mobile phone is not in use.

  • How do I know the status of my collections?

    After your buyer has made a payment, the status will be displayed on the screen and you will also receive a notification via the in-app "Push Notification". Alternatively, you may view the transactions on your history page.

  • Why is my buyer's payment being rejected?

    Your buyer's payment may be declined for the following reasons:

    • Insufficient balance in the buyer's account.
    • Poor internet connectivity.
    • The transaction was rejected by the buyer's bank.
  • What happen if the amount transferred was wrong due to either the merchant's/seller's or customer's/buyer's mistake?

    Any settlement of discrepancies shall be between the seller/cashier and the buyer. Both parties are allowed to make settlements based on the arrangement as deemed fit, appropriate and agreed by both parties. OCBC Bank Malaysia will not support any instructions by either party to revoke or refund QR Payments that has been successfully transferred.

  • How do I know if the payment was successfully made and credited to my account?

    When customers (buyers) have scanned your code, you will receive a push notification on the status of payment. You will also see an acknowledgement page regarding the successful status of payment. Alternatively, you may check the transaction history for successful payments made in the OCBC Merchant Portal.

  • Can I print the receipt as evidence for reconciliation purposes?

    Yes, you can connect your device with a printer through the OCBC OneCollect app.

  • What do I do if I have lost my phone?

    If you are able to use the same number registered in the OCBC OneCollect on your new device, then you can retrieve all past transactions. However, should you get a new number (not on the OCBC OneCollect app), then you will need to register again.

  • What are the languages provided in the app?

    English and Simplified Chinese.

  • Can you help me to get started?

    Should you need any assistance, we will be happy to guide you through the first steps. You can refer our user guide here or contact us at 1300 88 7000.

Help & Support for OCBC OneCollect collection