[Card] Why is my card delivery taking too long? 💳

Our current physical card delivery estimation would be completed between 5 to 7 working days (excluding weekends or public holidays). 

Where do I get the tracking number for my card delivery? 

It would be displayed directly on your BigPay app under the card section with the format of either '86.....' or '00000.....' and here's how you could identify the courier partner:

If your tracking number starts with '86.....' - your card will be delivered by our courier partner, Citylink. 

If your tracking number starts with '00000.....' - your card will be delivered by our courier partner, Teleport/Ninjavan. 

What if I have waited longer than 10 - 12 working days and the tracking status was still not updated to delivered?

We are truly sorry that our courier partner has yet to deliver your card - kindly chat with us and allow us to reconfirm your shipping address during the interaction to investigate this delivery for you further. 

We will be performing a card replacement for you if the parcel was reported lost by our partner and block the inactive non-received card. 

What if my delivery status was marked as 'Returned to BigPay' or 'Returned to Shipper'? 

The statuses above would mean that our partner has returned the card to us after an unsuccessful attempt to deliver your physical card. Rest assured, and kindly chat with us to allow us to reinitiate the delivery process for your BigPay card. 

If you need any assistance, kindly chat with us by tapping the circle on the top left of 'Home'> Get Help> Chat with us, and we are ready to assist you further.