The National Registration Department (JPN) has officially acknowledged that some Malaysians with the new MyKad are having issues completing their electronic Know Your Customer (eKYC) verification process.
The acknowledgement comes after it was revealed that the newly redesigned MyKad was being rejected by several eKYC systems for identity verification. This includes Touch ‘n Go eWallet, Ryt Bank, AEON Bank and GXBank. MyDigital ID’s online registration process also fails to recognise the new MyKad.
It is currently engaging the relevant agencies and eKYC providers to tackle the issue and to ensure smooth verification. However, no timeline was provided.
eKYC providers are updating their systems to recognise new MyKad
According to JPN, eKYC service providers are currently updating their respective systems to recognise the design and features of the new MyKad during the verification process.
JPN said it has provided the necessary information to the service providers and is monitoring the implementation of these updates to speed up the adaptation process.
The department added that it has held several engagement sessions with relevant agencies and eKYC service providers to address the issue.
For users who are unable to complete eKYC using the new MyKad, JPN recommends checking with the respective institution or service provider for alternative verification methods while the necessary system updates are being completed.
It added that agencies or eKYC service providers who require further information and clarification about the next generation IC can contact them via email at [email protected].
Several eKYC systems were not ready for new MyKad
The new next-generation MyKad was rolled out nationwide on 17 September 2026 and it features a significantly redesigned layout along with 53 security features. This includes a QR code at the rear and there’s no longer an embedded Touch ‘n Go card.
There are some notable changes which include the cardholder’s photo being moved from the right to the left, while the physical chip has been relocated from the front to the rear of the card.
Shortly after the rollout, we confirmed that the new MyKad could not be verified through the eKYC process for Touch ‘n Go eWallet, Ryt Bank, AEON Bank and GXBank.
MyDigital ID was also not ready to recognise the redesigned MyKad through its normal online registration process.
First-time MyDigital ID users with the new MyKad currently have to register at a physical kiosk or opt for pre-registration when applying for their new MyKad at a JPN counter.
MyDigital ID says online registration support for the new MyKad is expected to be available from 1 October 2026.
JPN described the eKYC system updates as part of the transition required to support the new card. It said it will continue monitoring the updates and working with the relevant agencies and service providers until the system adaptation process is completed.
The situation raises questions over whether there was sufficient coordination and testing with key stakeholders before the new national identification card was rolled out nationwide.
Considering that eKYC is widely used by banks, eWallets, telcos and other digital services to verify Malaysians remotely, compatibility with the new MyKad should have been addressed before the card was issued to the public.
For Malaysians whose existing MyKad remains in good working condition, there is still no need to rush to replace it. Existing MyKad are still valid and you don’t need to replace it unless absolutely necessary. .
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