Frequently Asked Questions
Malware Shielding

Frequently Asked Questions

Malware Shielding


1. What is Malware Shielding?

Malware Shielding is a security feature built into the MAE app that helps protect customers from mobile security threats, suspicious applications and device-related risks that could lead to unauthorised access or fraudulent transactions.

The feature performs security checks whenever you launch the MAE app and may notify you if a security risk is detected.


2. Why has Maybank introduced Malware Shielding?

The security landscape continues to evolve, with fraudsters increasingly targeting mobile devices through malicious applications, unsafe device settings and other methods designed to compromise customer accounts. Malware Shielding provides an additional layer of protection to help customers bank more safely and securely.


3. Will Malware Shielding access my personal information?

No. Malware Shielding is designed to identify security risks that may affect the safe use of the MAE app. The feature does not access, collect, process or store your personal content such as photos, messages, contacts, videos or documents stored on your device.


4. Why am I being asked to provide consent?

Customer consent is required to enable Malware Shielding and to inform you about the security checks performed by the feature. By providing consent, this feature will help identify potential security risks on your device to protect your banking activities.


5. Is consent required every time I use the MAE app?

No. You only need to provide consent once. After consent is provided, Malware Shielding will continue to run in the background whenever you use the MAE app. If you install and activate the MAE app on a new device, you may be prompted to review and provide consent for Malware Shielding again as part of the security setup process.


6. What happens if Malware Shielding detects a security risk?

Depending on the severity of the risk detected, Malware Shielding may:

  • Notify you of the issue
  • Provide guidance on how to resolve it
  • Restrict access to the MAE app until the risk has been resolved

These measures are designed to help protect your account and banking activities.


7. Why am I unable to access my MAE app?

Access to the MAE app may be restricted if Malware Shielding identifies a security risk that could put your account at risk of fraud or unauthorised access. To continue using the MAE app, please follow the instructions provided on-screen to resolve the identified issue.


8. How can I regain access to the MAE app?

The required action depends on the type of security risk detected. You may be asked to:

  • Remove suspicious or unsafe applications
  • Turn off certain device settings
  • Disable screen sharing or recording functions
  • Use a supported and secure device
  • Reinstall the MAE app from an official app store

Once the issue has been resolved, relaunch the MAE app.


9. Who can I contact if I need assistance?

If you require assistance regarding Malware Shielding or are unable to regain access to the MAE app after completing the recommended steps, please contact Maybank Group Customer Care (MGCC).

Malaysia: 1-300-88-6688

Overseas: +603-7844 3696

Email: mgcc@maybank.com


10. Why am I seeing a notification that Developer Mode is enabled?

Developer Mode unlocks advanced settings on your device that are typically used for testing and development purposes. When enabled, these settings may weaken some of your device's security protections and increase the risk of unauthorised access or interference with apps.

For your protection, access to the MAE app may be restricted until Developer Mode is turned off.

 

How to turn off Developer Mode

Step 1: Go to Settings on your device.

Step 2: Scroll down and tap Developer Options. (This menu is only visible if Developer Mode is currently enabled.)

Step 3: Turn Developer Options off.

Step 4: Close and reopen the MAE app.

 

If you are unable to locate Developer Options, please refer to your device manufacturer's support guide.


11. Why am I seeing a notification about Accessibility permissions?

We detected that one or more apps on your device have Accessibility permissions enabled. While Accessibility features are designed to help users interact with their devices, some apps may misuse these permissions to access sensitive information, monitor your activities, or perform actions without your knowledge.

For your protection, access to the MAE app may be restricted until the permission is removed from the affected app(s).

 

How to turn off Accessibility permissions

For Android

Step 1: Go to Settings on your device.

Step 2: Tap Accessibility.

Step 3: Select Installed Apps or Downloaded Apps.

Step 4: Select the app(s) mentioned in the MAE notification.

Step 5: Turn off the Accessibility permission for the selected app(s).

Step 6: Close and reopen the MAE app.

Alternatively, you may uninstall the affected app(s) to resolve this issue.


12. Why am I seeing a notification about suspicious or untrusted apps?

We detected one or more apps on your device that may pose a security risk. These apps may have been installed from unofficial sources or may exhibit behaviour that could expose sensitive information, interfere with your banking activities or increase the risk of unauthorised transactions.

To keep your banking session safe and secure, access to the MAE app may be restricted until the identified app(s) have been removed.

 

How to remove suspicious or untrusted apps

For Android

Step 1: Review the app name(s) displayed in the MAE notification.

Step 2: Go to Settings on your device.

Step 3: Tap Apps or Applications.

Step 4: Select the app(s) mentioned in the notification.

Step 5: Tap Uninstall and confirm the removal.

Step 6: Restart your device.

Step 7: Reopen the MAE app.

 

For iOS

Step 1: Go to Settings on your device

Step 2: Tap on General

Step 3: Scroll down and tap VPN & Device Management

Step 4: Under Enterprise App or Developer App, tap on the developer(s) detected above

Step 5: Tap Delete App(s) to delete all apps under the developer

Step 6: Close and reopen the MAE app to continue using it.

To reduce the risk of future alerts, only download apps from official app stores such as:

  • Apple App Store
  • Google Play Store
  • Huawei AppGallery

13. Why am I seeing a notification about screen overlay?

We detected that one or more apps on your device have screen overlay enabled, which may put your MAE app and banking activities at risk.

Screen overlay is a feature that allows certain apps to display content on top of other apps. This may include floating widgets, chat bubbles, screen filters, screen recording tools or other apps that appear over the screen while you are using the MAE app.

Apps with screen overlay enabled may:

  • Display misleading information over the MAE app
  • Hide important information or warnings shown on screen
  • Capture sensitive information such as usernames, passwords or other banking details

This increases the risk of unauthorised access, fraud or account misuse. To protect your bank account, MAE may warn you or temporarily restrict access until the potential security risk has been addressed.

 

To continue using your MAE app safely, please follow these steps:

Step 1: Go to Settings on your device.

Step 2: Select Apps, Applications or Special App Access (depending on your device model).

Step 3: Tap Display over other apps, Appear on Top or Draw over other apps.

Step 4: Locate the app(s) that has the permission and switch the permission Off.

Step 5: Close any affected apps running in the background.

Step 6: Restart your device and reopen the MAE app.

Alternatively, you may refer to your device manufacturer's guide on managing screen overlay permissions.