Secure2u FAQ

General

1. What is Secure2u? Is Secure2u safe?

Secure2u is a safer and more convenient way to authorise Maybank2u web and MAE app transactions
using Secure Verification and Secure TAC. This new feature is available on the MAE app, which can be
downloaded from Google Play Store, Apple App Store and Huawei AppGallery. Customers are
required to register for Secure2u before enjoying this transaction authorisation method.

Secure2u pairs your device with your Maybank2u account, offering an extra level of security as all
transactions performed can only be authorised on your registered device. Secure2u's unique device
binding reduces your exposure to SMS TAC fraud.

2. What is the difference between Secure Verification, Secure TAC & SMS TAC?

Secure Verification and Secure TAC are the two authorisation methods using Secure2u, which can be
used via your MAE app. Meanwhile, SMS TAC is an authorisation method that's sent to your mobile
number via SMS using your telco carrier.

Here are the differences on how Secure Verification, Secure TAC & SMS TAC work:
 Secure Verification: A notification alert will be sent to your registered device for selected
transactions. You can then tap on the notification to approve or reject the transaction within 50
seconds.
 Secure TAC: A 6-digit Secure TAC number can be generated on the MAE app, and the number will
be refreshed every 30 seconds. You can use the number to authorise selected transactions
performed via the Maybank2u website.
 SMS TAC: A 6-digit TAC number will be sent to your registered mobile number via SMS.

Updated 18 October 2022

 3. When can I use Secure Verification and Secure TAC?

Please refer to the table below:

Any Amount
Services (Monetary) Secure
Secure TAC SMS TAC*
Verification
New 3rd Party Account Transfer √ N/A N/A
New Interbank Fund Transfer – DuitNow
√ N/A √
- Instant Transfer IBFT (Instant Transfer)
New Interbank Fund Transfer – IBG
√ N/A N/A
(GIRO)
Western Union √ N/A √
Tabung Haji √ N/A √
Bill Payment √ N/A N/A
Open Instant Prepaid Top-up √ √ N/A
Prepaid Top-up with PIN √ √ N/A
IDD/STD Card √ √ N/A
Internet Prepaid √ √ N/A
DuitNow √ N/A √
JomPAY √ N/A √
EzyCash √ N/A √

Services (Non-Monetary)
Update Contact Info Email Address N/A √ √
Change Site-To-User-Image N/A √ √
Edit Favourite Payment √ N/A √
Edit Favourite JomPAY √ N/A √
Edit DuitNow √ N/A √
Edit Favourite 3rd Party √ N/A √
Edit Favourite IBG √ N/A √
Edit Favourite IBFT √ N/A √
Edit Favourite FTT √ N/A √
Edit Favourite Visa Direct √ N/A √
Edit Favourite Cardless Withdrawal √ N/A √
Edit Favourite Reload √ N/A √
Edit Favourite IDD/STD √ N/A √
Edit Favourite Internet √ N/A √
M2U Pay Update √ N/A √
M2U Pay Remove √ N/A √
Manage Debit Card - Replace Card √ N/A √
Manage Debit Card – Activate √ N/A √
Activate ATM/Debit Card for Overseas √ N/A √
Adding ASNB 3rd Party Account √ N/A √
Editing ASNB Transaction Limit √ N/A √

Updated 18 October 2022

 Tabung Haji - Unlink Parent √ N/A √
Tabung Haji - Unlink Child √ N/A √
Tabung Haji - Edit 3rd Party Fav √ N/A √
Tabung Haji - Delete 3rd Party Fav √ N/A √
DuitNow Registration √ N/A √
Add Favourite 3rd Party √ N/A √
Add Favourite Cardless Withdrawal √ N/A √
Add Favourite FTT √ N/A √
Add Favourite IBFT √ N/A √
Add Favourite IBG √ N/A √
Add Favourite IDD/STD √ N/A √
Add Favourite Internet √ N/A √
Add Favourite JomPAY √ N/A √
Add Favourite Payment √ N/A √
Add Favourite Reload √ N/A √
Add Favourite Visa Direct √ N/A √

4. How do I register for Secure2u?

Secure2u is available on the MAE app, which can be downloaded from Google Play Store, Apple App
Store or Huawei AppGallery.

Step 1: Launch the MAE app and tap ‘More’

Step 2: Go to the ‘Settings’ menu at the top of your screen
Step 3: Tap ‘Maybank2u’ and proceed to log in
Step 4: Next to ‘Secure2u’, tap the toggle button to enable it
Step 5: Confirm your mobile number and enter the One Time Password (OTP) received via SMS
Step 6: Enter your ID number and device name, and you’re all set!

5. Am I required to use Secure2u for all transactions?

As a measure to further safeguard your online banking security, we are moving towards having
Secure2u as the preferred authorisation method for transactions performed via Maybank2u web and
MAE app in stages. But from June 2023 onwards, you can look forward to a safer banking experience
on the Maybank2u web and MAE app as all transactions WILL be authorised via Secure2u.

6. How do I authorise my transactions with Secure Verification?

Once you've selected and requested for a Secure Verification as your mode of authorisation, you will
receive a push notification alert on your registered smartphone/app. The registered smartphone is the
device that you've registered for Secure2u. Tap on the push notification to view your Secure Verification,
and “Approve” or “Reject” the transaction within 50 seconds.

Tip: To seamlessly authorise your future transactions, make sure you've enabled push
notifications for your MAE app.

Updated 18 October 2022

 7. How do I use Secure TAC?

If you've selected Secure TAC as your mode of authorisation, you can get the 6-digit Secure TAC number
by launching your MAE app and tapping on ‘Secure2u’ on the ‘Quick Actions’ on the MAE app. You
don't need to log in to your app to get the number. Then, just enter the Secure TAC number to
approve your transaction. The 6-digit number is auto generated every 30 seconds, so make sure the
number is still valid when you enter it.

8. What will happen if I enter the wrong Secure TAC number?

Similar to SMS TAC, you will be given 3 attempts to enter the Secure TAC number before your Maybank2u
access gets blocked.

9. How much time do I have to approve a transaction with Secure Verification?

You will have 50 seconds to tap, open the push notification and approve your transaction via the MAE
app before the Secure Verification expires.

10. What happens if I don’t approve the transaction with the Secure Verification
notification that I have received?

Without your approval, your transaction will not be processed and the amount will not be deducted from
your account.

11. Can I use Secure2u to approve my transaction without an Internet connection or slow connection?

You will need a stable Internet connection to approve transactions using Secure Verification.

12. Can I still use Secure2u when I am overseas?

Yes, you can use Secure2u even when you are overseas, as long as you have a stable Internet
connection.

13. Why can’t I request for SMS TAC when making transactions on Maybank2u?

As a measure to further safeguard your online banking security, we are moving towards having
Secure2u as the preferred authorisation method for transactions performed via Maybank2u web and
MAE app in stages. Starting from June 2023, you can look forward to a safer online banking
experience as all transactions performed via Maybank2u web and app WILL be verified via Secure2u.

14. Why do some of the transactions use SMS TAC where as some use Secure2u?
In our efforts to provide you with safer online banking experience, we are moving towards having
Secure2u as the preferred authorisation method for transactions performed via Maybank2u web and
MAE app in stages. Therefore, you may register for Secure2u before we fully have Secure2u as the
only authorisation method by June 2023 to avoid any disruption when you make transactions.

Updated 18 October 2022

 15. How do I de-register Secure2u?

Please note that de-registering Secure2u will not revert your authorisation method back to SMS TAC.
A prompt to re-register for Secure2u will appear the next time you need to authorise a transaction.

Without Secure2u, you will not be able to approve and complete your transactions if you are making
new transfers.

To de-register Secure2u, please follow these steps:

De-register Secure2u via Maybank2u web:

Step 1: Log in to Maybank2u web
Step 2: Click “Settings” tab
Step 4: Click “Secure2u” on the left navigation
Step 5: Switch the Secure2u toggle to disable it

De-register for Secure2u via MAE app:

Step 1: Access the ‘More’ section via the Navigation bar
Step 2: Tap on the ‘Settings’ button on the top of the screen
Step 3: Tap on the ‘Maybank2u’ section
Step 4: Go to ‘Secure2u’ and switch the toggle to disable it

16. I have Maybank2u Biz and Maybank2u Lite accounts. Can I register for Secure2u?

No, Secure2u is not applicable for Maybank2u Biz and Maybank2u Lite. However, if you are a Sole
Prop and have a Maybank2u account, you can register for Secure2u.

17. What do I do If I do not receive the Secure Verification notification alert to authorise
my transaction?

To seamlessly authorise your future transactions, make sure you've enabled push notifications for your MAE
app. If you still do not receive the Secure Verification, you can retrieve it by launching your MAE app, tapping
on ‘Secure2u’ on Quick Actions and the details will be displayed for you to approve.

18. What if my phone hangs or freezes when I'm approving a transaction using Secure2u?

Please check your transaction status at your online banking/mobile banking acknowledgement and
transaction history page. The status will display your transaction status as either successful or
unsuccessful.

19. I have multiple M2U IDs to access to my individual accounts separately. Can I register my multiple M2U IDs
on the MAE app and use Secure2u on the MAE app?

The MAE app only allows one M2U ID login and Secure2u registration at a time for better security. As
such, you’re encouraged to consolidate all your online banking access into one M2U ID for better
security. You can do it by walking into the nearest branch for further assistance.

Updated 18 October 2022

 SECURITY

20. Can I register for Secure2u on two different devices?

No, Secure2u can only be tied to 1 device per ID number.

E.g. Customer has mobile 1 and mobile 2. Mobile 1 is registered to Secure2u with ID no.
112233445566. If customer register Secure2u to mobile 2 with the same ID no. 112233445566 later,
the Secure2u will be registered to mobile 2 and mobile 1 will automatically be de-registered.

21. What is the minimum device requirement to run Secure2u?

You can run Secure2u on iOS 13 or later; and Android 9.0 or later on the MAE app. Do also make sure
that your MAE app is always updated on your device.

22. Can I use Secure2u if my device uses jailbreak on iOS or root on Android?

No, Secure2u is not supported on jailbroken or rooted iOS and Android devices. This is one of our ways
to ensure your online banking account remains safe and secure.

23. How can I use Secure2u without enabling screen lock?

Secure2u requires you to set up your phone lock screen as an additional layer of security. This is to
protect your personal information from any unauthorised transactions.

24. I have recently changed my device. Do I need to activate Secure2u again?

Yes, you will need to activate Secure2u again. Secure2u can only be tied to one device at a time. Upon
Secure2u activation on a different device – you will receive a push notification, SMS and email,
notifying you that the 12-hour activation period is in progress. You will also be alerted with another
SMS and push notification 2 hours before the activation period ends. After 12 hours, you will be able
to approve transactions via Secure2u as usual.

25. I’ve just switched to a new Telco and they have given me a new SIM card but the mobile number
remains unchanged, will this have any impact on my Secure2u?

No, Secure2u is not tied to your mobile number. It is tied to your username, ID number and mobile
device. As long as your mobile number and mobile device remain unchanged, the feature will still be
available to you.

26. What if I have changed to a new mobile number?

A change in your mobile number will not affect your Secure2u as it is tied to your mobile device.
However, a change in your mobile number will affect your SMS TAC which is still required to perform
other selected transactions, services or registrations on Maybank2u.

To update your mobile number, here's what you can do:

a) If you wish to use it for SMS TAC, you may update your number at any Maybank ATM Machines or
make an appointment via Maybank EzyQ to visit a Maybank Branch.
b) If you wish to use it for communication, you are required to update the Bank with your new mobile
number by calling our Customer Care hotline at 1-300-88-6688.
Updated 18 October 2022
 27. What should I do if I lost my device? Can I re–register for Secure2u on a new device?

If you have lost your device, such as your smartphone, you can de-register Secure2u immediately via
Maybank2u web. Go to Settings > Security > Secure2u > Toggle to disable Secure2u.

If you suspect that someone else has gained access to your phone, immediately contact our Fraud
Hotline at 03-58914744 to terminate your online banking.

You can re-register for Secure2u on MAE app using your new device. Upon Secure2u activation on a
different device – you will receive a push notification, SMS and email, notifying you that the 12-hour
activation period is in progress. You will also be alerted with another SMS and push notification 2
hours before the activation period ends. After 12 hours, you will be able to approve transactions via
Secure2u as usual.

28. I did not initiate a transaction, but I’ve received an alert to authorise a transaction
using Secure Verification. What should I do?

If you have encountered any suspicious activity from your account, please contact our Customer Care
hotline at 1-300-88-6688 (local) or 603-78443696 (overseas) immediately to lodge a report.

29. Which mobile devices support or do not support Secure2u?

Our minimum requirement to download the app is Android OS v9.0 and iOS 13.0. You will need to be
able to download the MAE app on your device to use Secure2u.

30. Why can't I register for Secure2u on multiple devices?

For security purposes, Secure2u must be tied to only 1 (one) device per ID number. This is also to
prevent any fraudster from compromising your ID number and using other devices to register for
Secure2u using your ID.

E.g. Customer has mobile 1 and mobile 2. Mobile 1 is registered to Secure2u with ID no.
112233445566. If the customer registers for Secure2u on mobile 2 with the same ID no.
112233445566, the Secure2u will be registered to mobile 2, and the Secure2u on mobile 1 will
automatically be de-registered.

Secure2u 12-hour Activation Period

31. Will this affect me if I am already using Secure2u on the MAE app?

No. You can continue to approve transactions as usual.

32. How do I use Secure2u on the MAE app?

The same way you would use it on the M2U MY app. Simply make a transaction > receive a Secure2u
notification on your device > Tap the notification to approve or reject the transaction.

Updated 18 October 2022

 33. If my Secure2u is already activated on the M2U MY app, can I activate it on the MAE app?

Yes, you can. Once Secure2u is activated on your MAE app, you will start receiving Secure2u
authorisation requests via MAE, for transactions made via Maybank2u web, M2U MY app or MAE
app. This means you’ll no longer receive Secure2u notifications via the M2U MY app.

If you activate Secure2u on the MAE app for the first time or on a different device after 20 October
2022, you will need to wait 12 hours before you are able to use Secure2u to approve transactions.
This helps to prevent unauthorised transaction approvals.

34. I am unable to use Secure2u on the MAE app after I have activated it (20 October 2022 onwards).
What should I do?

You will need to wait 12 hours before you are able to use Secure2u to approve transactions. This 12-
hour activation period will take effect when you:
 Enable Secure2u on the MAE app for the first time
 Enable Secure2u on the MAE app on a different device

35. I have previously activated Secure2u on the MAE app on my current device. I have since uninstalled
MAE and only recently downloaded it again on the same device. Do I need to activate Secure2u
again?

Yes, you will need to activate Secure2u again. However, you do not need to wait 12 hours to start
approving transactions as you have previously activated Secure2u on the MAE app on the same
device.

36. I have recently changed my device. Do I need to activate Secure2u again?

Yes, you will need to activate Secure2u again. Secure2u can only be tied to one device at a time. Upon
Secure2u activation on a different device – you will receive a push notification, SMS and email,
notifying you that the 12-hour activation period is in progress. You will also be alerted with another
SMS and push notification 2 hours before the activation period ends. After 12 hours, you will be able
to approve transactions via Secure2u as usual.

37. I received a Secure2u activation push notification, SMS and email but I DID NOT initiate a new
Secure2u activation. What should I do?

Kindly contact our Fraud Hotline at 603-58914744 for immediate assistance.

38. I have activated Secure2u on the MAE app and the 12-hour activation period is still in progress but I
need to perform an urgent transaction. What should I do?

To safeguard your online banking security, you will need to wait 12 hours before you can use
Secure2u to approve transactions. However, you can still perform transfers to your own account,
favourite transfers and other non-monetary transactions that do not require Secure2u verification.
For urgent assistance, kindly contact our Customer Care hotline at 1-300-88-6688.

39. I have already activated Secure2u on the M2U MY app. Can I still use it there?

Yes, you can continue to approve transactions on the M2U MY app as usual. However, we strongly
encourage you to switch to the MAE app as it has enhanced features to further safeguard your online
banking security.
Updated 18 October 2022