How can we help?

1. Capture the front of your MyKad
2. Capture the back of your MyKad
3. Complete the liveness check (selfie verification)
4. Submit your verification

Verification is instant / real-time via POS Digicert SDK. Results return immediately upon submission.

This may happen due to:

• High number of verification requests
• System queue during peak usage

• The MyKad image is blurred or not fully captured
• The MyKad is not original (e.g. screenshot or copy)
• The selfie does not match your identification

Ensure all images are clear and accurate before resubmitting.

• You must use the original MyKad (not a copy or screen image)
• The image is clear and not blurry
• The MyKad is fully visible within the frame
• All details are readable
• The MyKad is not damaged

A liveness check verifies that you are physically present during verification.

• Look directly at the camera
• Ensure your face is clearly visible
• Avoid wearing masks or sunglasses

You may skip temporarily, but full access to Healix features requires completed verification.

Yes. All eKYC data is encrypted at rest and processed through POS Digicert's secure SDK in compliance with PDPA.

1. Go to Account → Profile / Personal Details.
2. Update the required fields and save the changes.

No. Identification details cannot be changed after eKYC verification. This ensures account security and prevents identity misuse.

Certain details are locked after verification to maintain data accuracy and security.

Review and update your personal details regularly in the Profile section.

• Incorrect login credentials
• Unverified account
• System or network issue

Check your details and try again.

Inactivity or security protection.

Change your password immediately and contact support.

Check your spam/junk folder first. If still not received, ensure your registered email is correct and active. You may also try requesting a new code after a short wait.

This usually happens due to session timeout, browser settings, or unstable internet connection. The system may automatically log you out for security purposes.

Certain features are restricted if your account is not fully verified (e.g. eKYC incomplete). Complete verification to unlock full access.

You can update most personal details in the Profile section. However, identification details (NRIC/MyKad) cannot be changed after verification.

There may be a short delay in system synchronisation. If the issue continues, log out and log back in, or contact support for further checking.

Share your referral code with others. When they register using your code, both users receive rewards.

Go to the Referral Program section to view your unique referral code.

Tap Copy or use the available sharing options (e.g. WhatsApp, Facebook).

Rewards are credited after the referred user successfully registers.

Yes.

The referral may not meet the required conditions, such as incomplete registration.

Without a certificate, the system cannot verify the relationship, so corporate claims will not be applied.

Not necessarily. Verification depends on HR/corporate review, so some delay is normal.

Yes, but any major changes (e.g. name or IC) may require re-verification.

This means no supporting document has been uploaded yet, or the previous upload is invalid.

Use the Upload Certificate option again to replace it with the correct file.

This determines whether the dependent can be included in tax relief claims, based on eligibility rules.

Check if your corporate plan includes family coverage. Approval alone does not guarantee eligibility.

Yes, but it depends on your company's policy and coverage limits.

No. The system assigns each email address and phone number to a single account.

The system allows temporary access with limited functionality. However, users must complete eKYC verification to:

• Activate full account access
• Use healthcare services
• Perform secure transactions

Yes. Users can log in on a new device using valid credentials.

The system does not complete the verification process. Users must restart the eKYC process and submit all required information again.

No account deletion feature exists in the patient dashboard. Users need to request deletion through the support channel only.

The system restricts access to protect user identity and prevent misuse. Users must complete eKYC verification to unlock full features.

No, the Home dashboard displays services based on system priority and user activity.

No. Accessing a feature only opens the module. Benefits or coverage are only applied once a service (e.g. appointment or consultation) is confirmed.

The system may redirect you to emergency support options or contact features. No action will be taken unless you proceed further or confirm the request.

Yes. The dashboard reflects real-time updates such as available services, account status, and system changes, depending on connectivity and system performance.

Yes. Frequently accessed features may be prioritised and displayed for quicker access.

Yes. Some features may be restricted until account verification (e.g. eKYC) is completed.

The Home screen provides shortcuts to key features, but some modules may require navigation through their respective sections.

QR Pay only identifies the patient and retrieves unpaid bills. It does not assign or update queue numbers. Queue assignment is a separate process handled by clinic staff.

Yes.

• The system links the barcode to the user account
• The system authenticates and records all transactions
• The system protects payment data through secure processing and access control

Bills may not appear if:

• The clinic has not pushed the bill to the system
• There is a delay in syncing

You may check with the clinic directly.

Only participating clinics that support Healix QR payment will accept this method.

No. Once the transaction is successfully processed through the bank, it cannot be cancelled or reversed.

This may happen due to insufficient bank balance, interrupted connection, or bank system issues. Please retry or use another payment method.

No. All transactions are processed through a secure banking gateway, and sensitive banking details are not stored within the system.

This may be a pending or incomplete transaction. The amount is usually auto-refunded within a few working days. If not, provide your transaction receipt to support for verification.

Do not refresh immediately. Wait for a moment and check your wallet balance or transaction history. If unclear, verify using your bank transaction record.

No changes can be made after payment is confirmed. You will need to proceed with a new transaction if needed.

The system displays transaction summary, payment history, and tax statements.

Users can view all transactions, apply filters by type, and select a record to view details such as date, amount, and transaction ID. The system records all transactions for tracking and verification.

Go to Pay and click on Quick Links. Select the year and click View. Next, you can open or download the PDF.

The statement includes patient details, medical expenses breakdown, total expenses, and tax-related amounts. For example, the 2026 statement includes a total non-deductible amount of RM 422.00.

Yes. The system stores records securely, restricts access to authorised users, and provides verified documents for official use.

1. Go to Healix → Find a Clinic
2. Enter your location (e.g. Kelantan)
3. Select a specialty (General Practice, Dental, Rehabilitation, Pediatrics, 24 Hours, X-Ray)
4. Click Search
5. View the list of clinics that match your selection

Users can proceed to book an appointment or contact the clinic directly. The system records the selected clinic to support appointment scheduling and service access. Example: if a user selects Kelantan as the location and General Practice as the specialty, the system displays clinics such as Primer Cherang that provide the selected service.

This may happen if location access is off or the system uses a general location instead of your exact GPS. Try enabling location services or entering a more specific area.

Clinic operating hours may not be updated in real-time. Always confirm directly with the clinic before visiting.

This may happen if there are no clinics available under the selected specialty in your chosen location.

This feature provides an overview of the patient's healthcare coverage. Users can check their assigned panel clinics, available limits, and usage details before seeking treatment.

The system presents healthcare plan details in a structured format. It includes the clinic or company name, assigned plan, and coverage limits such as annual limit, monthly limit, and per-visit limit. Remaining balances are also displayed to show how much coverage is still available.

Coverage limits define how much a patient can claim under their healthcare plan.

• Annual Limit refers to the total amount claimable per year
• Monthly Limit refers to the claimable amount within a month
• Per Visit Limit refers to the maximum claim per consultation

The system automatically tracks and updates the remaining balance after each usage.

Family coverage shows dependents included under the patient's healthcare plan. Users can view the total family pool limit, current usage, and remaining balance. The system also displays covered dependents (e.g. spouse or parents) and allows users to access dependent reports.

Patients can review their eligibility and remaining coverage before visiting a clinic. This reduces uncertainty and helps patients plan their healthcare expenses more effectively.

Users can view detailed reports, monitor usage, and identify eligible clinics for treatment under their plan.

Yes. You can select a registered dependent during the booking process.

Yes. All confirmed appointments will be displayed in the upcoming section.

No. Booking is allowed regardless of approval status. However, claims are only applicable for approved dependents.

This depends on clinic policy and system functionality. Users may be required to contact the clinic or update through the platform if the option is available.

The system will prompt you to select another available date or time before confirming the booking.

Yes. Once the booking is successful, the appointment will be reflected in the Upcoming section with all relevant details.

Yes. Users may create multiple bookings, subject to clinic availability and scheduling conditions.

You may need to reschedule or book a new appointment, depending on the clinic's policy.

Yes. Available doctors will be listed during the booking process, and users can select their preferred doctor.

This may be due to unsuccessful booking, system delay, or filter settings. Please refresh or check again shortly.

A stable internet connection and a compatible device are required to ensure a smooth session.

Yes. You can select a dependent during the booking process.

No. The service is accessible regardless of approval status, but claims depend on approval.

You may need to reschedule or book a new session, depending on clinic policy.

Yes. Available doctors will be displayed during the booking process for selection.

Please check your internet connection and try reconnecting to the session. If the issue persists, you may need to reschedule the consultation.

Users are advised to join at the scheduled time. Early access may not be available depending on system settings.

Session recording depends on system and provider settings. Users will be informed if recording is applicable.

No. The assessment is for self-awareness and screening purposes only. For diagnosis or treatment, patients should consult a qualified healthcare professional.

Assessment results are stored within the platform. Patients may choose to share or discuss them with healthcare providers during consultations.

Scores may vary based on daily conditions, stress levels, and lifestyle changes. Regular tracking helps identify patterns rather than single results.

Yes. All assessment data is stored securely and is only accessible to authorised users within the platform.

The assessment considers your current state at the time of answering. Small differences in responses can affect the score.

Not necessarily. The tool reflects temporary emotional conditions and is not a diagnosis. Use trends over time instead of focusing on one result.

Yes. You can retake the assessment to get a more accurate reflection of your condition.

Yes. Records are updated based on completed visits and system processing. Some entries may take a short time to appear.

Yes. Users can download records for documentation or sharing with healthcare providers.

Please verify your filters first. If the issue persists, contact support or the respective clinic for further clarification.

Yes. Users can apply type filters to view only appointments, walk-in visits, or teleconsultations.

Yes. Health reports can be used for reference or shared with healthcare providers, subject to verification if required.

It is recommended to update records whenever there are new diagnoses, medications, or health measurements to ensure accurate medical information.

Yes. Your records can be used by healthcare providers (with proper authorisation) to support diagnosis and treatment decisions.

You can edit or delete any record at any time to maintain accurate and up-to-date information.

Yes. Users can view and update their records at any time, subject to system availability.

You can update your health information at any time. It is recommended to keep records up to date for more accurate medical reference.

Healthcare providers may update certain records during consultations, depending on system access and authorisation.

Results may still be under processing or have not been released by the clinic.

The lab could not process the sample, and a new test may be required.

Yes. Once released, the report will be available for download.

The clinic may revise or remove test requests based on medical decisions.

"Completed" means the lab has finished processing, but the clinic has not released the result yet.

Each test is processed separately, so it is normal for one test to be completed while another is still pending.

It may have been cancelled or removed by the clinic during order revision.

The system only displays the lab report. For interpretation, always refer to your doctor.

Points earned depend on your membership tier. Higher tiers receive higher multipliers for the same transaction.

Yes.

Expired points will no longer be valid.

Tier benefits (e.g. multiplier) only apply to new transactions after upgrade, not previous ones.

The system may require a refresh or next transaction to reflect the updated tier benefits.

If your points expire or remain inactive, your tier may be affected based on remaining valid points.

Yes. If your points meet the required threshold, the system will automatically assign the correct tier.

Generally yes, but minor delays may occur due to system processing or transaction confirmation.

Badges are awarded automatically when you complete the required activity or milestone defined for each badge.

There may be a delay in system processing, or the activity may not meet the exact requirement. Please check the badge criteria and ensure all conditions are fulfilled.

Yes. The system provides a progress indicator that shows how close you are to completing each badge.

Badges themselves do not expire. However, any rewards or points associated with a badge may be subject to expiry conditions.

This depends on the badge type. Some badges are one-time achievements, while others may be recurring based on activity.

Once a badge is achieved, it will be recorded in your badge history, and any associated rewards or points will be credited to your account.

Yes. Some rewards are independent of badges and do not trigger badge achievements.

Certain badges may be campaign-based, tier-based, or released at different times.

Rewards may be credited separately and could take time to reflect.

You can use vouchers in 2 ways:

• Online — enter voucher code when booking appointments on our website or app
• At Clinic — show voucher code to reception staff during payment

The discount is the same either way.

No. You can use the same voucher either online or at the clinic counter — whichever is most convenient at the time of payment. Tip: keep your voucher codes handy by viewing the "My Vouchers" tab anytime.

Example: bill total RM 100.00, voucher discount RM 10.00 — you pay RM 90.00. The clinic still receives the full RM 100, and you save RM 10.

Vouchers are personal promotional discounts and cannot be combined with corporate / company-paid healthcare benefits. You can use vouchers with personal payment methods: wallet, cash, or card.

Click the voucher code badge (the purple box with the code) and it will be automatically copied to your clipboard. You can then paste it at checkout or show it to clinic staff.

Merchant Promotions are points-based discounts at our partner merchants — restaurants, retail stores, lifestyle outlets, and more.

• Browse available promotions
• Purchase one using your loyalty points
• Use it when paying at the merchant via your Healix Wallet

After purchasing a merchant promotion, just visit the merchant and pay using your Healix Wallet. The merchant will look up your promotion and the discount is applied automatically to your bill. You do not need to show a code — the merchant searches by your phone number.

No. Points spent on merchant promotions are non-refundable once purchased. Please check the promotion details (validity dates, minimum purchase amount) before confirming your purchase.