🎧 Pusat bantuan

SCR99 Support & Help Centre

This page helps Malaysian users resolve common issues quickly: app errors, account access, and connection problems. If you need step-by-step install guidance, visit the APK or Tutorials pages; for disputes and KYC details, consult the Terms page. When contacting Support, include clear evidence (user ID, timestamps, screenshots) to speed up resolution.

Lihat panduan awal

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App issues

If the app crashes, follow these checks: 1) Restart device and reopen app; 2) Confirm at least 300–500 MB free storage and available RAM; 3) Reinstall from the Download or APK page if the problem began after an update; 4) Disable battery‑saving or aggressive RAM managers that may kill the app. Record the exact steps that cause the crash, take screenshots of any error, note device model and Android version, then send these to Support. If animations or specific pages trigger the fault, mention them verbatim.

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Account access

For login failures or password recovery: try the standard 'Forgot password' flow and check your email (including spam). If two‑factor or KYC is blocking access, prepare the ID documents requested and follow the verification checklist in Terms. For account lockouts, provide Support with your user ID, registered email, and the exact time and error message. For payment or withdrawal queries related to your account, include transaction IDs and method details in the same report.

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Network & connection

Connection issues often stem from weak Wi‑Fi, mobile data restrictions, or local network blocking. Test on another network (Wi‑Fi versus mobile data), toggle Airplane mode on/off, and check your VPN or proxy settings. If pages time out, note the timestamp and the in‑app page where it failed, then share these with Support along with a brief network test result (speed or whether other apps can reach the internet).

Why can't I login to my SCR99 account?

Common causes: incorrect username/password, account not verified, or temporary server issues. First, confirm your credentials and whether you completed KYC (if requested). Clear the app cache or try logging in via the web client. If the problem persists, contact Support with your user ID, exact error message, timestamp, and a screenshot.

What should I check if the SCR99 app keeps crashing or freezes?

Steps to diagnose: 1) Restart your device and reopen the app. 2) Ensure you have sufficient free storage (leave ~300–500 MB). 3) Update the app via the APK/Download page or reinstall following the Tutorials. 4) If crash continues, note the sequence that caused the crash, take screenshots, and include device model, Android version, and time when contacting Support.

How do I change or recover my password?

Use the app's 'Forgot password' flow or the web password reset if available. Check your inbox and spam folder for reset links. If you do not receive a reset email, confirm the registered email address and then contact Support with your user ID, registered email, and the approximate time you requested the reset.

What information should I include when reporting a withdrawal or payment issue?

Provide: transaction ID (or reference), exact timestamp, amount and currency (MYR if applicable), payment method used, screenshots of the transaction and any error messages, and your user ID. This helps Support locate and review the transaction faster.

How can I contact Support and what response time should I expect?

Check the Support section on this site for official contact channels. If published response times (SLA) are unavailable, include full evidence (screenshots, timestamps, transaction IDs) in your first message so Support can triage promptly. If you need escalation guidance, state clearly you want the issue escalated and provide the original ticket reference.

Can you provide a message template for reporting 'Withdrawal not processed'?

Use this copy-paste template: 'Subject: Withdrawal not processed — [UserID] UserID: [your user id] Transaction ID: [transaction id] Amount: [amount] MYR Timestamp: [YYYY-MM-DD HH:MM] Payment method: [bank/ecard] Screenshots: Attached Summary: Withdrawal initiated on [date]; funds not received by [date/time]. Please advise next steps and provide ticket/reference.'