Question 1

Why does the Parent Wallet, Allocated to Family and Available Balance show different balances?

Accepted Answer

The Parent Wallet is an account where all your top up money goes. It's safe and secure and your child has NO direct access to the money you have in Parent wallet.

The account balance shown under Allocated to Family indicates the total amount of funds that has been given to your child as allowances. This is in the form of your kids’ total savings and spending account.

The Available Balance shows how much money from your eWallet you can still allocate to your family or children.

For example, you have RM1,000 loaded into your parent eWallet. You allocate RM200 to your child; your Available Balance will show RM800.

To learn more about getting started with Vircle, view our help page here.

Question 2

How do I withdraw my balances from my Vircle account to my personal Bank Account?

Accepted Answer

Vircle allows any wallet users to apply for a refund of their wallet balances if they wish to stop using the Vircle Wallet. Upon refund, the wallet account will be de-activated for good.

Question 3

I forgot my username or password. How do I reset it?

Accepted Answer

If your login attempt fails due to incorrect username or password,

please tap on “Forgot your password?” below the “Login” icon.  
You will be prompted to type in your registered email address.  
Next, you will need to enter your new desired password. 
After key-ing in your new desired password, you will receive a 6-Digit OTP. The 6-Digit OTP is needed to verify that you are the rightful account owner.

Question 4

I’ve mistakenly filled in the wrong information for my child account. How do I update them?

Accepted Answer

For full name or NRIC updates please contact our customer care.
For nicknames and photo update:

Head down to your child’s account dashboard. 
Tap on the settings icon at the top right of the page. 
Select “Update Child Profile” 
Update your child’s details with the correct information. 
Tap on “Update Profile”

There you have it. Your child’s updated information should be immediately reflected in the Vircle App.

Question 5

I’m not receiving any OTP when I try to reset my password or topping up my Vircle wallet.

Accepted Answer

Service providers sometimes face congestion and delays in providing OTP services. When this happens, we advise you to try again in the next hour. If you still do not receive the OTP after 3 attempts, please contact our customer care.

Question 6

I’ve forgotten my transaction pin number. How do I reset this?

Accepted Answer

If you’ve forgotten your transaction pin number or have forgotten it, changing them is simple. Follow these steps:

Access the Parent dashboard. 
Click on the settings icon, which is located at the top right of the page. 
Select “Change User Pin”. 
Click on “Forgot user Pin?” 
You will receive a 6-digit OTP which you will need to enter. 
Enter your new 6-digit user Pin. 
Re-enter your PIN number to confirm.

Done!

Question 7

Why am I receiving the error “Transfer failed, please reset user pin?”

Accepted Answer

This happens during purchase or creation of allowances because a parent has entered the 6-digit user PIN incorrectly repeatedly, blocking the PIN number. To resolve this,

Navigate to Parents dashboard. 
Click on the settings icon, which is located at the top right of the page. 
Select “Change User PIN”. 
Click on “Forgot PIN” or “Reset User PIN” 
You will receive a 6-digit OTP which you will need to enter. 
Enter your new desired PIN number. 
Re-enter your PIN number to confirm.

Question 8

My camera turns off when I try to scan my child’s QR code using my iPhone. How do I fix this?

Accepted Answer

This happens particularly because the new IOS automatically switches off camera permission for some apps. To fix this issue:

Go to iOS settings. 
Type in Vircle on the search bar at the top. 
Select the Vircle app. 
Enable Camera – the toggle should be green once you have enabled it.

There you have it! You should be able to scan your child’s QR code now

Question 9

Why do i need to enter my passport or IC number and my child's passport or IC number during registration and how is that data protected?

Accepted Answer

The information we collect is information that we require in order to perform our services and offer our products to you. This information is categorized into 2 types,
​
Account registration information – information such as your name, email address and other relevant information required for proper functioning of the application.
 
Regulatory information – Vircle uses E-wallet financial technology provided for by its Partner, Fass payment Sdn Bhd (”Fasspay”), regulated under the Malaysian Financial Services Act (FSA) 2013. As part of this partnership and regulation, we are mandated by Fasspay to adhere to strict “Know Your Customer” identity collection and verification. These are information we are mandated to collect, such as Identity card or passport details and photograph, are verified and from time to time reported back to the regulators such as Bank Negara Malaysia (BNM) but not limited to; as requested on the legitimate identity of users using this service.

For more info on privacy policy visit https://www.vircle.com/privacy-policy.

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