If you encounter issues during the eKYC process, you may refer to the following common scenarios and troubleshooting steps:

1. Identity document issues

   • Ensure your identification document is clear and fully visible
   • Use a valid document that is not expired
   • Ensure your personal details match your application submission
   • Check that the document format is supported

 

2. Facial recognition issues

   • Ensure you are in a well-lit environment
   • Keep your face centred on the screen
   • Remove any items that may obstruct your facial features (e.g. glasses, masks or headwear)
   • Ensure your device has a working camera and avoid using filters or enhancements

 

3. Technical issues

   • Check your internet connection
   • Use a compatible browser or app version
   • If the system freezes or crashes, try restarting your device and clearing your cache

Your personal data is handled with strict confidentiality and used only for verification purposes.

Need further assistance?

If you continue to experience issues after troubleshooting, you may contact the BR Capital support team at brcsupport@bursamalaysia.com.

When reaching out, please include your registered email address and, if available, a screenshot of the issue to help facilitate troubleshooting.