Some users may experience freezing issues when scanning the back of their IC during registration. This article provides answers and troubleshooting steps to help you complete the process smoothly. Here are some frequently asked questions and troubleshooting steps to help you.

Q1: Why does the KAF Digital Bank app freeze when I try to scan the back of my IC?

Several factors can cause the app to freeze during the IC scanning process. These include:

• Outdated App Version: You might be using an older version of the app that contains bugs.
• Device Incompatibility: Your device's operating system or hardware might not be fully compatible with the app.
• Poor Internet Connection: An unstable or slow internet connection can interrupt the scanning process.
• Camera Permission Issues: The app might not have the necessary permission to access your device's camera.
• MYKad Condition or Lighting: A damaged, dirty, or poorly lit IC can prevent the app from capturing a clear image, leading to freezing.
• Insufficient Device Storage: Lack of free storage space on your device can sometimes cause apps to malfunction.
• Temporary Software Glitch: A temporary issue with your device's operating system or the app itself.

Q2: What can I do to try and fix the MYKad scanning issue?

Here are some troubleshooting steps you can try:

• Ensure you have the latest app version: Go to the Apple App Store or Google Play Store and check if there's an update available for the KAF Digital Bank app. Download and install the latest version.
• Check device compatibility: Visit our website's FAQ section for a list of supported devices and operating systems. While we aim for broad compatibility, some devices may experience issues.
• Verify your internet connection: Make sure you have a stable internet connection. Try switching between Wi-Fi and mobile data to see if the problem persists.   
• Grant camera permissions: Go to your phone's settings, find the KAF Digital Bank app, and ensure it has permission to access your camera.
• Check your MYKad and lighting: Ensure the back of your MYkad is clean and undamaged and is placed in a well-lit area without glare or shadows.
• Restart the app: Force-close the KAF Digital Bank app completely and then reopen it.
• Restart your device: A simple restart can often resolve temporary software conflicts.
• Check your device storage: Ensure your phone has sufficient free storage space. If necessary, delete unnecessary files or apps.
• Reinstall the app: If the problem continues, try uninstalling the KAF Digital Bank app and then reinstalling it from the official app store.
• Try a different environment: Move to a location with better lighting and a more stable internet connection, and try scanning again.

Q3: Where can I find the FAQ section on your website to check for device compatibility?

Please visit our official KAF Digital Bank website. The FAQ section should be easily accessible from the homepage at the “Help Page”.

Q4: What if the problem still persists after trying these steps?

If you continue to experience issues after trying the troubleshooting steps above, you may contact our customer support team for further assistance. Please reach out to us through one of the following channels:

• In-App Chat: Look for the chat support option within the KAF Digital Bank app.
• Customer Service Hotline: Call us at +603-87443331
• Email: Send us an email at hello@kaf.com.my

Please provide as much detail as possible about the issue you are encountering, including your device model and operating system, so our team can assist you effectively.

Q5: How long will it take to resolve this MYKad scanning issue?

We understand this is a frustrating experience, and we are actively working to identify and resolve any underlying technical issues as quickly as possible. The resolution time can vary depending on the complexity of the problem. We will keep our users informed of any significant updates through our app and other communication channels.

Q6: Is my personal information safe if I encounter issues during the MYKad scanning process?

Yes, your security is our top priority. Even if you encounter a technical issue during the IC scanning process, your information is protected. Our app uses secure encryption methods to safeguard your data. If you need to contact our customer support, they will follow strict security protocols to verify your identity and assist you securely.

We appreciate your feedback and are continuously working to enhance your experience with KAF Digital Bank. Your feedback is invaluable to us.