[PREPAID UPDATES] eKYC_Self Registration Soft Launch_Lazada Shopee_25Apr22

Digi Prepaid

Self Registration

Soft Launch date: 25 April 2022

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What’s new?

Action Update Effective Date
NEW 25th April 2022
Added Capability for customers to perform self-
registration and subsequent activation to Digi
Prepaid Simpack sold at Shopee and Lazada

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NEW Digi Postpaid 60 Rate Plan

Easy for customers to self-register

Soft Launch period in merchant stores

Starting April 2022 (2 months)

Eligibility: Anyone with a valid ID
Accepted IDs are:
MyKad, Passport, MyKas, MyPR, MyTentera
Objective
To enable customers to self-register and activate new SIM.
How will this impact the stores?

1. No change to existing SIM Pack.
2. The following items will be provided to communicate this feature to customers:

- Stickers (to stick on the ‘front & back’ of existing sim packs)
- Description as part of Shopee & Lazada product listing

Note:
1. Internally (within Digi) this process is called eKYC(Electronic Know Your Customer)

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NPOESWMDigi Postpaid 60 Rate Plan

Sim Pack Design with the
stickers in place

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WNeEbWsiteDigi Postpaid 60 Rate Plan

Website
User will land onto the eKYC
page after entering the URL on
sticker digi.my/pendaftaran

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Customer User Journey

Please note: Customers would need to use their mobile phone browsers for this process to work.
Additionally, it would require customers to grant permission for their phone browsers to access their phone camera.

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Customer User Journey

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Customer User Journey

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Key points to take note during the journey

Sim Scanning Alternatively:
Customers will be given an option to manually enter the sim serial and MSISDN to proceed to
If the camera is not able to scan the barcode, next step
Solution:
1. Customer needs to ensure the camera permission is turned on for their browser and access
is also given to store.digi.com.my
2: Customer needs to ensure the cookie is enabled in their device
3. Ensure they are scanning the correct barcode

To scan this barcode

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Key points to take note during the journey

ID validation Face Recognition

The captured information is wrong and customer needs to re-scan their ID multiple times Customer keeps getting error on selfie screen
Solution: Customer must position their face within the frame excluding their hair and the eyes
Solution: must be clearly visible
1. Customer must ensure the wordings on the ID is clearly visible without any glare/direct
lighting on the ID

2. The ID is not damaged – peeling off or broken

3. ID should be placed on a clear background – no other documents/wordings in the
background

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Sample screens

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Key points to take note during the journey

Common issue across the journey

Image is blurry on the screen
Solution:
Customer can click on the drop down to select other camera – the cameras returned is
dependent on customer's device Operating system

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How to Check a Customer’s Status via Magento

Customer’s SIM registration & activation status can be checked via Magento.

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Self-Registration

FAQ

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FAQ – Self-Registration

Q1: What is self-registration?
Self-serve registration allows customers to perform end-to-end registration of SIM cards from validation to activation stage. Via the self-serve
registration journey customers will be able to register their purchased SIM card and perform the ID and selfie validation via a mobile web browser
and by using the camera on their mobile devices.

Q2: Are there any requirements to self-register the prepaid number?
Yes. The following are the requirements:
• You must have less than 5 prepaid SIM card registered to your ID.
• You must prepare either of the following valid IDs:

I. For Malaysian- you're able to use Malaysian Identity Card (MyKad), MyKas, MyTentera or My PR
ii. For Malaysian Permanent Resident (PR) and other nationality- please use your Passport
• You must be connected to the internet to perform registration, either over WiFi or hotspot/mobile data.
• You must have a working camera on your device to be used for registration.

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FAQ – Self-Registration

Q3: What are the steps involved to complete the Digi self-registration process?
Get a device (mobile phone/tablet) with an internet connection. Prepare your ID and SIM pack and ensure you are in a room with good
lighting.
Step 1: Scan the QR Code at the back of the SIM pack to access sim registration page.
Step 2: Upon reaching the SIM registration page, scan the barcode on the SIM pack.
Step 3: Upon successful verification, scan your ID.
Step 4: Upon successful ID verification, perform facial recognition selfie.
Step 5: You will be redirected to completion screen.
Step 6: You may proceed to insert sim card into your device and wait for 2-5 minutes to receive a SIM activation SMS.

Q4: What are the documents needed to complete the self-registration process? Do I need a valid and original document to proceed
with the self-registration process?

Yes, only a valid and original document is allowed to proceed with the registration process.

I. Malaysian Identity Card (MyKad)

ii. Passport

iii. MyKas ID

iv. MyTentera ID

v. MyPR ID

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FAQ – Self-Registration

Q5: Can I amend and/or correct any details after scanning the barcode, ID and face (via selfie) and completing the self-registration
process? For example, change in name/address?

No, customers are not able to make manual modifications to their details once scanned. However, you can re-scan your ID should the information
scanned prior is incorrect to obtain the correct information.

For passport users, you will have to manually key in your local address.

Q6: What are the possible errors I might face during self-registration?

Unexpected Error Scenario What to do?
a. SIM Barcode has already existed in the system.
The SIM card you are trying to scan has already been registered. Please call
Digi Customer Service number 016-221 1800 for further assistance

b. The information/details scanned from my ID does not match my ID. Proceed to re-scan the ID to ensure that the correct details were scanned

c. Face Recognition failed. Go to a well-lit area and redo the face recognition selfie

d. Eligibility check fail. Message on the screen reads: “We are unable to proceed Please call Digi Customer Service number 016-221 1800 for further assistance
your request.”

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FAQ – Self-Registration

Q7: What can I do to get further assistance on self-registration?
You may contact our customer service representative at 016-2211800 or head to any Digi stores for assistance.
Q8: What should I do if I exhausted all my retries attempts?
Please restart the eKYC/self-registration process again.
Q9: What happen if my ID is damaged in one of the following scenarios? • Damaged MyKad chip. • Damaged laminated plastic layer. •
MyKad appears to be faded. • Damaged Passport
The system will not be able to capture the details accurately if your ID is damaged. Alternatively, you can consider to walk into any Digi stores
whereby the KYC will be performed at the store.
Q10: Can I scan the picture or a photocopy of my ID?
No, you are required to use the original copy of the ID to complete the document verification process.
Q11:Can I take an image of another person or through a screen?
No, the verification process must be performed by the individual themselves as real time image is mandatory when performing the facial recognition
verification.

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FAQ – Self-Registration

Q12: What should I do if my captured image is unclear/blurry?
Please take note of the following when capturing an image of your ID:
1. Avoid glare or reflection when capturing the image.
2. Ensure your image is taken in a brightly lit environment.
3. Ensure that your ID fits into the allocated frame
4. Please do not cover or block your ID details when capturing the image.
Q13: What should I do if I failed the facial recognition/selfie?
Please take note of the following when capturing your selfie:
1. Ensure you are capturing your selfie in a brightly lit environment.
2. Ensure your face fits within the allocated frame. Avoid tilting your head.
3. Please do not cover your face when capturing your selfie.
4. Avoid multiple faces within the frame. Ensure that you [alone] should be seen in the image.

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Self-Registration

Appendix

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Supported Mobile Web Browsers

Chrome on Android Version These are the recommended
Safari on iOS minimum requirement for the self-
90 and registration process to work.
above Would recommend customers to
switch browsers to one of the two
11 and listed here for the best experience.
above

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THANK YOU

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