Need assistance? Our support system ensures your questions are answered quickly—whether you are a Visitor, Student, Tutor, or Event Organizer.

How to Get Help

1. 24/7 AI Chatbot (Fastest Response)

Click Debel Chatbot & Support Ticket at the bottom right of your screen. Our AI chatbot handles most routine inquiries instantly, including:

• Account & Access: Registration, password resets, profile updates, and language settings.
• Identity & Verification (Didit): Guidance on KYC/KYB requirements, acceptable IDs, and status updates.
• Payments & Wallet : Wallet balances, pending transactions, escrow terms, and withdrawal status.
• Marketplace & Events: Booking tutors, joining events, hiring freelancers, submitting projects, or managing affiliate links.
• Technical Issues: App performance, browser compatibility, and video call troubleshooting.

2. Live Agent & Support Tickets

If the AI cannot resolve your issue, send us a support ticket with your full account history, transaction details, and device info.

1. Log in to your DEBEL account.
2. Navigate to Debel Chatbot & Support Ticket.
3. Click Send us a ticket, fill in the details, and attach any relevant screenshots.

Support Team & Routing

Your ticket is automatically routed to the right specialized team for swift handling:

Escalation Hierarchy

• Level 0 (AI Chatbot): Resolves instant inquiries 24/7.
• Level 1 (Support Agents): Assists with account setups, document requests, and general troubleshooting.
• Level 2 (DEBEL Internal Specialists): Handles escrow releases, dispute decisions, refunds, and policy overrules.
• Level 3 (Partner Support): Direct escalation to Didit or Debel engineering teams for gateway-level payment or verification issues.

Response Time Targets (SLAs)

For a service marketplace platform like debel.app—which connects freelancers, tutors, coaches, and contractors with clients and processes secure payments—compliance is crucial for building user trust and preventing fraud.

Didit can cover several core areas of compliance and identity security for debel.app:

1. KYC (Know Your Customer) & Identity Verification

To protect both clients and service providers on the marketplace, Didit verifies that users are who they say they are:

• Document Verification: Instantly checks government IDs, passports, and driver's licenses across 220+ countries and 14,000+ document types.
• Biometric Liveness & Face Match: Prevents bad actors from using printed photos, screens, or deepfakes to bypass checks. It matches the user's live selfie to their ID document in under two seconds.
• Age Estimation: Ensures that service providers meet the legal age requirements to sign contracts or offer specific specialized services.

The comprehensive list of required KYC form fields for debel.app is categorized below by onboarding stage.

1. Initial Account Mapping (The Toggle)

Before showing fields, ask the user to select their account type. This dynamically alters the downstream document requirements.

• Account Type Selection (Radio Buttons: Individual / Freelancer OR Company / Corporate Agency)

2. Tier 1: Core Identity Profile (Text Fields)

These fields capture basic personal declarations. The text entered here must match the submitted official documents exactly to pass automated anti-money laundering (AML) and sanction screen checks.

For Individuals & Company Representatives

• First & Last Legal Name (Text)
• Date of Birth (Date Picker — must enforce age restriction, e.g.,  years old)
• Nationality (Dropdown)
• Gender (Dropdown / Optional depending on regional framework)
• Mobile Phone Number (Text input with mandatory country code prefix + SMS OTP validation)
• Residential / Billing Address:
• Street Address Line 1 & 2 (Text)
• City (Text)
• State/Province (Dropdown/Text)
• Postal Code / ZIP (Numeric/Alphanumeric text)
• Country (Dropdown)

3. Tier 2: Document Verification (File Upload / Camera Integration)

Instead of standard file attachments that are highly vulnerable to fraud, this section should utilize an e-KYC SDK integration (like Veriff, Sumsub, or Jumio) to access the user’s camera.

Document Metadata

• ID Document Type (Dropdown: National Identity Card (e.g., MyKad), Passport, Driver's License)
• Document Identification Number (Alphanumeric text string)
• Document Expiry Date (Date Picker)

Document Imagery

• Front Cover / Front Side Photo (Image capture/upload)
• Back Side Photo (Image capture/upload — mandatory for National IDs or Driver's Licenses)

Biometric Verification

• Live Selfie or Liveness Video Check (SDK instruction directing user to blink/move head to ensure they are physically present and match the ID photo)

4. Tier 3: Corporate Verification (Conditional Fields)

Show these fields only if the user selected Company / Corporate Agency in Step 1. Marketplace escrow platforms require this to trace Ultimate Beneficial Owners (UBOs) and prevent corporate tax evasion or laundering.

• Legal Entity / Company Name (Text)
• Trade Name / Operating Name (Text — if different from legal name)
• Business Registration Number (Alphanumeric text — e.g., SSM number in Malaysia)
• Tax Identification Number (TIN / SST / VAT) (Alphanumeric text)
• Registered Business Address (Structured address fields)
• Corporate Document Uploads:
• Certificate of Incorporation / Business Profile (PDF or high-res image)
• Proof of Operating Address (Utility bill or bank statement under the company name, less than 3 months old)
• Ultimate Beneficial Owner (UBO) Declaration:
• Name, DOB, and ID details for any individual holding greater than 25% voting rights or shares in the company.

5. Tier 4: Financial Payout Setup (Escrow & Settlement Link)

Because debel.app manages secure milestone-based escrow payouts, the name on the destination bank account must match the verified KYC name to protect against third-party payout fraud.

• Bank Country Location (Dropdown — determines routing fields)
• Bank Name (Dropdown list of supported banks)
• Bank Swift / BIC Code or Routing Transit Number (Alphanumeric text)
• Account Holder Name (Read-only text, auto-filled from the verified legal/company name in Step 2/4)
• Bank Account Number / IBAN (Alphanumeric text)
• Proof of Account ownership (Optional Check) (File upload of a voided check or bank statement header showing name and account number clearly, with transactional data blurred out)

6. Regulatory Risk Disclosures & Declarations

A final checkbox section ensuring absolute legal protection before submitting data to the compliance team.

• PEP Declaration Toggle: "I confirm that I am not, nor am I related to, a Politically Exposed Person (PEP)."
• Terms & Privacy Consent Checkbox: "I agree to the processing of my biometric and personal data for verification purposes under the Privacy Policy."

2. KYB (Know Your Business)

For contractors, coaching academies, or agencies registering on debel.app as corporate entities rather than individual freelancers:

• Corporate Verification: Automates the process of verifying business registration, corporate structures, and active statuses across global registries.
• UBO (Ultimate Beneficial Owner) Screening: Identifies and verifies the actual individuals behind a registered business entity to prevent shell company fraud.

3. AML (Anti-Money Laundering) & Transaction Monitoring

Because debel.app handles secure escrow payments, multi-currency support, and payouts:

• Sanctions & PEP Screening: Regularly screens users against 10,000+ global watchlists, Politically Exposed Persons (PEPs) lists, and adverse media databases to block illicit funds.
• Ongoing Monitoring: Keeps a continuous pulse on user risk profiles post-onboarding, triggering alerts if a verified freelancer or client lands on a regulatory blocklist later on.
• Crypto/Wallet Screening: If debel.app decides to incorporate web3 or crypto payments, Didit offers direct screening of wallet addresses for high-risk flags.

4. Data Privacy & Sovereign Compliance

Managing sensitive personal and biometric data carries massive legal responsibilities:

• GDPR Compliance: Didit is designed from the ground up to be fully compliant with the EU’s General Data Protection Regulation (GDPR). It acts as a data processor, while debel.app remains the data controller.
• Data Minimization: To limit debel.app's liability, Didit can process biometrics in memory and return simple, tamper-proof boolean pass/fail outcomes, meaning debel.app doesn't have to store raw, sensitive biometric files.

5. Industry Certifications (Enterprise Trust)

If debel.app pitches services to large corporate clients who require high security standards, Didit carries the certified infrastructure to satisfy their IT audits:

• SOC 2 Type I & ISO/IEC 27001 (Information Security Management).
• iBeta Level 1 (ISO 30107-3) certification for biometric presentation attack detection.
• EU AI Act Ready data governance and bias-monitoring capabilities.

Beyond the core KYC, KYB, and AML solutions, Didit provides several advanced technical and compliance features that directly target the unique operational model of a global marketplace like debel.app:

1. Progressive Onboarding (Tiered Verification)

Instead of forcing users to pass a complex ID check just to browse or list a basic service, Didit supports Progressive KYC:

• Tier 1 (Lite Onboarding): Service providers sign up with fast, low-friction checks like Email & Phone Verification (via OTP/WhatsApp) and Age Estimation (using a simple selfie, without demanding an ID card).
• Tier 2 (Full Verification): Fully comprehensive verification—ID scanning, facial liveness, and AML screening—is triggered only when a milestone is reached. For debel.app, this could trigger when a freelancer hits a specific payout threshold, registers a physical event, or applies to offer high-risk services.

2. Geolocation, VPN & Device Fingerprinting

Marketplaces are highly vulnerable to "sybil attacks" (creating fake accounts to leave fraudulent reviews or inflate ratings). Didit counters this with built-in device intelligence:

• IP and Geolocation Analysis: Detects if a service provider claiming to be in Malaysia is actually routing their traffic through a VPN, proxy, or Tor exit node.
• Device Fingerprinting: Flags when multiple accounts are being operated from the same physical device, mitigating rating manipulation and duplicate profile exploits.

3. Proof of Address (PoA) Verification

Because debel.app supports localized financial operations—such as installment options (currently offered in Malaysia)—verifying a user's local tax residency or physical address is critical:

• Didit uses automated AI-powered OCR to parse and validate utility bills, bank statements, and official government letters in seconds to confirm a user's address.

4. NFC-Level Security (Government-Grade Verification)

For high-assurance contracts or instances where trust must be absolute (e.g., certified tutors, certified engineers, or on-site contractors):

• Didit can read the NFC (Near-Field Communication) cryptographic chips inside modern e-passports and e-IDs.
• Regulatory bodies (such as Spain's financial authority) have officially validated Didit’s remote NFC + liveness verification as being just as secure as verifying an ID in-person.

5. Multi-Language and Localization Support

Since debel.app prioritizes multi-language and global service capabilities, Debel compliance tech needs to match that global scale:

• Didit natively supports identity documents in over 48 languages and handles localization smoothly, ensuring that international service providers do not abandon the onboarding process due to a language barrier.

For a platform like debel.app operating in Malaysia, PDPA (Personal Data Protection Act 2010) compliance is a mandatory legal obligation. Didit is designed to integrate into Malaysian workflows specifically to handle these requirements, acting as a data processor while Debel platform remains the data controller.

Here is how Didit supports Debel PDPA compliance requirements:

1. Alignment with Data Protection Principles

Didit’s infrastructure is built to satisfy the seven core principles of the PDPA, which governs how you collect, process, and store personal data:

• Security Principle: Didit employs end-to-end encryption (TLS 1.3 in transit, AES-256 at rest) and maintains ISO/IEC 27001 and SOC 2 Type I certifications to protect data from unauthorized access or misuse.
• Retention Principle: Debel have full control over data residency and lifecycle. Debel can configure retention policies per application (from 1 month to 10 years) or use API-based "process-and-purge" patterns to delete data immediately after verification, ensuring you don't store personal information longer than necessary.
• Access & Integrity: Didit provides complete, timestamped audit logs for every action, allowing Debel platform to easily fulfill "Data Subject Access Requests" (DSAR) if a user asks to see or correct their data.

2. Handling Sensitive Personal Data (Biometrics)

Under recent PDPA amendments, biometric data (like facial scans for liveness checks) is classified as sensitive personal data.

• Data Minimization: Didit allows you to minimize Debel legal risk by not forcing you to store raw, sensitive biometric files on Debel own servers.
• Compliance Infrastructure: Didit’s biometric systems are iBeta Level 1 (ISO 30107-3) certified, meeting the rigorous standards required for handling such high-sensitivity identity data.

3. Localization and Cross-Border Transfers

PDPA has specific requirements for cross-border data transfers.

• In-Country Processing: While Didit defaults to EU-based infrastructure (AWS), enterprise customers can enable in-country data residency options, keeping verification data within Malaysia to simplify Debel regulatory posture.
• Processor Guarantee: As Debel data processor, Didit processes data only on Debel instructions and provides sufficient contractual guarantees regarding data protection, which is a required step for "outsourcing" Debel verification processes under PDPA.

4. Breach Notification Readiness

The 2024 PDPA amendments introduced mandatory data breach notifications (to the Commissioner and affected users).

• Audit Trails: Didit provides the granular, exportable audit trails and security monitoring necessary to help you identify the scope of any potential incident, which is critical for meeting the mandatory 72-hour notification window.

Effective Date: July 26, 2026

Operating Entity: Debel 69 Sdn Bhd ("DEBEL", "Company", "We", "Us")

Platform: DEBEL.app

Please read these Terms & Conditions ("Terms") carefully before participating in the DEBEL Two-Tier Affiliate Referral Program ("Program"). By generating, sharing, or earning commissions from a DEBEL referral link, you ("Affiliate", "Referrer", "User") agree to be bound by these Terms, as well as the main DEBEL Terms of Service and Privacy Policy.

1. Nature of the Program & Legal Status

1.1 Standard Affiliate Utility: The Program is a performance-based corporate marketing utility designed strictly to incentivize existing users to introduce genuine, active buyers, freelancers, educators, and enterprise partners to DEBEL.app.

1.2 Explicit Non-MLM & Compliance Declaration: The Program is strictly NOT:

• A Multi-Level Marketing (MLM), matrix recruitment, or network marketing scheme.
• An investment scheme, deposit-taking activity, lending facility, or guaranteed return product.
• A joint venture, partnership, or employer-employee relationship between DEBEL and the Affiliate.

1.3 Independent Status: Affiliates act solely as independent marketers. Affiliates have no authority to bind DEBEL, make representations on DEBEL’s behalf, or enter into agreements in DEBEL’s name.

2. Referral Structure & Commission Mechanics

DEBEL operates a strictly capped Two-Tier Referral Structure:

• Tier 1 (Direct Referral): Earned when a user directly signs up or purchases through your unique referral link.
• Tier 2 (Indirect Referral): Earned when a user registered under your Tier 1 link successfully refers a third-party purchaser or service provider.

2.1 Category Breakdown & Calculations

All referral rewards are drawn exclusively from DEBEL’s recognized corporate platform fees, ensuring that independent freelancers and providers retain their full contracted earnings.

3. Account Eligibility & eKYC Verification

3.1 Account Status: To participate, users must hold an active, un-suspended account on DEBEL.app.

3.2 Mandatory eKYC Verification: To comply with Malaysian anti-money laundering regulations and payment gateway protocols, all Affiliates must successfully complete electronic Know-Your-Customer (eKYC) verification (providing a valid MyKad, NRIC, or Passport) prior to requesting or receiving any payout disbursals.

3.3 Age Requirement: Affiliates must be at least 18 years of age (or the legal age of majority in their jurisdiction) to participate and receive payments.

4. Settlement, Holding Period & Disbursal

4.1 14-Day Settlement Holding Window:

• When a qualifying transaction occurs, the calculated referral commission is recorded in the Affiliate’s account in a "Pending" state.
• Commissions are held for a minimum of fourteen (14) calendar days from the transaction completion date to accommodate customer refund windows, payment chargebacks, project disputes, or milestone adjustments.
• Upon expiration of the 14-day window with no active dispute, funds transition to an "Available for Payout" status.

4.2 Decoupled Batch Disbursal:

• Referral payouts are completely decoupled from real-time customer checkout processing. Raw customer payments are never split live at terminal checkout.
• Cleared affiliate balances are disbursed via traditional corporate bank transfers on DEBEL’s scheduled batch payout dates.
• Affiliates are responsible for providing accurate corporate or personal banking details matching their verified eKYC identity.

4.3 Minimum Payout Threshold: DEBEL reserves the right to enforce a minimum withdrawal threshold (e.g., RM 50.00) for batch bank transfers.

5. Fraud Prevention, Prohibited Conduct & Clawbacks

5.1 Prohibited Marketing Actions: Affiliates are strictly prohibited from engaging in:

• Self-Referrals: Creating secondary accounts to earn commissions on one’s own purchases or projects.
• Misleading Advertising: Making false claims regarding earnings, service availability, or institutional accreditations.
• Unsolicited Spam: Promoting referral links via unsolicited mass email (SPAM), social media spamming, or automated bot networks.
• Search Engine Bidding: Bidding on trademarked keywords (e.g., "DEBEL", "DEBEL.app", "Debel Services") in paid search campaigns (Google Ads, Bing Ads) without explicit written consent.
• Transaction Looping: Simulating artificial, circular, or fraudulent purchases between related accounts to trigger commission distributions.

5.2 Audit Rights & Fraud Investigation: DEBEL reserves the right to review and audit any transaction or referral chain. If suspicious activity or transaction looping is detected, DEBEL may temporarily lock the affected balances pending investigation.

5.3 Commission Clawbacks & Account Termination: If a transaction is subsequently refunded, reversed, charged back, or determined to be fraudulent:

• DEBEL reserves the right to deduct or claw back the awarded commission from the Affiliate's pending or future balance.
• Repeated violations of section 5.1 will result in immediate termination of the Affiliate account and forfeiture of all accrued, un-disbursed earnings.

6. Taxation & Legal Compliance

6.1 Tax Obligations: Affiliates are solely responsible for declaring, reporting, and paying any personal or corporate income taxes, statutory deductions, or applicable sales and service taxes (SST) arising from referral income earned under this Program.

6.2 Regulatory Modifications: DEBEL reserves the right to modify commission rates, fee allocations, or payout schedules at any time to ensure ongoing compliance with updated financial regulations, payment network rules, or local laws in Malaysia.

7. Limitation of Liability & Program Termination

7.1 No Income Guarantee: DEBEL makes no guarantees regarding the amount of income an Affiliate may earn through the Program. Earning potential depends entirely on user adoption and legitimate marketplace activity.

7.2 Program Termination: DEBEL reserves the right to modify, suspend, or terminate the Referral Program or any part thereof at any time with seven (7) days' notice published on DEBEL.app. In the event of program termination, all legitimate, cleared balances will be paid out according to standard settlement schedules.

7.3 Governing Law: These Terms shall be governed by and construed in accordance with the laws of Malaysia. Any dispute arising out of or in connection with these Terms shall be submitted to the exclusive jurisdiction of the courts of Malaysia.

Contact & Compliance Inquiries

For questions regarding referral tracking, eKYC verification, or compliance details, please contact:

• Operating Entity: Debel 69 Sdn Bhd
• Platform: DEBEL.app
• Compliance Desk: This email address is being protected from spambots. You need JavaScript enabled to view it.