Moomoo account problems — OTP not arriving, "Requests too frequent", Ineligible to Open Account, KYC rejected

A stuck account is the most tiring thing, because you’re ready to start but the app won’t let you through. This page gathers the problems Daus gets most often on WhatsApp, and what Moomoo Malaysia’s official help pages say about each one.

One rule first: Moomoo will never ask for your password, OTP or PIN through WhatsApp, Telegram or a phone call. If a “Moomoo representative” asks, that’s a scammer.

SMS OTP code not arriving

According to Moomoo’s official help pages, check these things in order:

1. Is the phone number correct? Including the country code (+60) and no extra zero.
2. Look in your SMS inbox and spam/junk folder. Some phones separate SMS from unknown numbers.
3. Dual-SIM phone? Make sure the right SIM is active for SMS.
4. SMS filter or anti-spam apps can block code messages. Turn them off for a moment.
5. Restart your phone, then request the code again.

“Requests too frequent” appears

This means you requested a code too many times in a short time. According to the official page: wait 5 minutes, then request a new code just once. Tapping repeatedly during that time doesn’t help.

If you’ve waited and tried once but still don’t get it, go straight to customer service. Don’t keep tapping.

Account locked after a wrong password

According to the official page, if you enter the wrong password 10 times in a row when logging in, the account is locked for 3 hours. Wait for that time to pass, or use Forgot Password on the login screen to set a new password.

There are two different passwords in Moomoo, and many people mix them up:

• Login password — to get into the app.
• Trading password (6 digits) — to confirm buy and sell orders.

Account not approved yet

According to the official page, account approval usually takes 1 to 3 working days. Weekends and public holidays aren’t counted. While you wait, you can already look at market data and use Paper Trading to practise. How to do that is in the paper trading tutorial.

If you deposited before your account was approved, the money will wait with a Pending status and go in by itself once the account is ready. The full explanation is in the deposit tutorial.

More than 3 working days and still no decision? Contact customer service.

“Additional information required” or application rejected

According to the official page:

• If Moomoo needs extra documents, instructions are sent by email and in the app. Check both, including your email spam folder.
• If your application is rejected, you’ll receive a notification explaining why. Add or correct the information as asked, and resubmit your application.

The most common reasons are a blurry IC photo, an unclear selfie, a name on the form that doesn’t match the IC, and proof of address that doesn’t meet the requirements. The full list of how to avoid them is in the pass KYC tutorial.

Proof of address rejected even though the bill is in your own name

Under Moomoo Malaysia’s official proof-of-address requirements, the document must:

• Show your full name, address, issue date, and the issuer’s name or logo.
• Be issued within the last 3 months (for bills and statements).
• Have the same name and address as what you filled in on the application form.
• Be an address in Malaysia.
• If you use a screenshot, it must not be cropped or edited at all.

So even a correct bill can be rejected if it’s more than 3 months old, if its address is written slightly differently from the form (for example the unit number or postcode), or if the photo is cropped so the issuer’s logo can’t be seen. Compare the address on your form with the bill letter by letter before resubmitting.

“Ineligible to Open Account”

Moomoo doesn’t publish an official list of reasons for this message. But it usually means the application doesn’t meet one of the official requirements for opening an account. Check this list first:

• Age — must be 18 to 90 years old.
• Documents — citizens and permanent residents use MyKad, MyTentera or MyPR. Foreigners use a valid passport with proof of address.
• Address — must be a Malaysian address. People living abroad without a Malaysian address aren’t eligible.
• Nationality — Moomoo Malaysia only accepts certain nationalities. The list is in the dropdown menu when you fill in the form.
• Bankruptcy status — when you register, you declare in the Account Opening Disclosure that you are not a bankrupt. A person who is still bankrupt (not yet discharged) can’t open an account.
• One person, one account — Moomoo only allows one Universal Account per person. Under the official terms, the same account, phone number and device are treated as the same person.

If you’ve registered with Moomoo before using a different phone number or email, try logging in with that old Moomoo ID first. Don’t open a second account to chase a reward. After checking all of this, contact customer service and ask them to explain the actual reason.

“This phone number is already registered to another account”

There are two common reasons:

1. You registered with Moomoo yourself before using that number, maybe years ago or when you tried the app briefly. Try logging in with that number, and tap Forgot Password if you don’t remember the password. If it works, carry on with that account. Don’t open a new one.
2. It’s a recycled number. Telcos sometimes resell old numbers that someone else used before. In that case, contact Moomoo customer service and explain that you only recently got the number.

If you already have an account and just want to switch to a new number, change it in the app: Me → Settings → Account and Security → Phone Number. How to reach customer service is in contact Moomoo support.

Ready-made message for customer service

Copy it, fill in the parts in brackets, and send it through live chat (Discover → Me → Support → Online Inquiry) or email support@my.moomoo.com. Phone 03-9212 0708. Official WhatsApp 011-3011 6527.

Hi, I need help with my account. Full name: [name as on IC] Moomoo ID: [the number in the Me tab, under your name] Problem: [example: Ineligible to Open Account / OTP not arriving / application rejected] Registration date: [date] What I’ve already tried: [example: waited 5 minutes, restarted my phone, checked spam] I’ve attached a screenshot of the error screen.

Never send your password, OTP or PIN in that message. The fastest way to reach a real staff member (not a bot) is in the contact support tutorial.