Provider
Provider Guide
Click a screenshot to enlarge it.
Who this guide is for: Providers on Mummy. You list your services, set the times you are free, accept booking requests from Clients, meet them, and get paid into your Mummy earnings. Then you withdraw to your bank account.
The screenshots come from a phone. Red boxes with numbers show what to tap. The numbers match the steps, for example "Tap Accept request 3". Names, dates and amounts in the screenshots are sample data.
1. Before you start: get an account
There are two ways to become a Provider. Both lead to the same identity verification. You cannot skip it either way.
A. Through an Agent's registration link or QR code
An Agent may give you a registration QR code, or a link that looks like …/j/AGENTCODE.
- Scan the QR code or open the link. The Create your account page opens.
- Under Account type, check that the page says Joining through Agent CODE 1, with the code of the Agent who recruited you. If you scan more than one Agent's code, the most recent scan counts.
- Fill in the form as in step B below, then tap Create account 2.
B. On your own: "Join as a provider"
If no Agent recruited you, tap Join as a provider on the Mummy home page or under Want to offer services? on the sign-up page. Your account will then be managed by the platform (the Independent provider note). An Admin can move you to an Agent later.
- Enter your Name 1, Email 2 and Password 3, which must be at least 8 characters.
- Choose your Language.
- Tick I am 21 or older 4 and I accept the Terms and the Privacy Policy 5. Read the Terms and the Privacy Policy first. Both links are under the second box.
- Tap Create account 6.
2. Confirm your email and sign in
After you tap Create account, the Check your inbox page appears. Open the email from Mummy and tap Verify email address. The link works once and expires after 24 hours. If the email did not arrive, check your spam folder, then tap Send the link again 1.
The link opens Confirm your email address. Tap Confirm and continue 1. This signs you in.
You land on Today. The card at the top shows Profile 0% complete. Tap Start verification 1.
To sign in later, open Mummy and tap Sign in. Enter your email and password, then tap Sign in.
3. Add your mobile number
You need a mobile number on your account before you can submit verification. You do not need to confirm it with an SMS code. If the number is missing, the Verification form tells you so in red.
On the Verification page, tap Add a mobile number 1.
The Edit profile page opens. Enter your Phone number 1 with the country code, for example
+60123456789. Then tap Save changes 2.Go back to Account. Under Phone number you now see your number 1. To change it later, tap Change mobile number 2.
4. Submit your identity verification
Your profile is not public, and you cannot take bookings, until the review team approves your verification. Open it from Profile → Verification, or tap Start verification on Today.
Everything in the form is sent together. Each submission replaces the previous one, and any field you leave empty is cleared.
Enter your Full legal name 1 exactly as it appears in your passport. Check your Display name 2. This is the name Clients see.
Under Passport image, choose a clear photo of the passport page with your name and photo 3. JPEG, PNG and WEBP up to 8 MB are accepted. A PDF is not accepted, so take a screenshot of the page instead. Wait until Image ready to send appears.
Under Where you operate, choose your State 1 and City 2.
Under Local bank account, enter the Bank name 3, the Account holder name 4 and the Account number 5. The account holder name must match your full legal name. If you also have an overseas account, tick I also have an overseas account and fill in its details.
Tick I confirm I am 18 or older. 1 and I accept the Provider Agreement. 2.
Tap Start verification 3.
The page now shows Pending review 1. Most reviews finish within two working days. You get a notification either way.
If the review team needs more from you
If you see Additional information required 1, the review team needs more before they can finish. Read What the review team needs if it is shown. Rows marked Needed 2 are missing.
Fix only the requested sections. Your existing information is kept. Then tap Update requested sections at the bottom of the form. Leave Keep the image already on file on unless you were asked for a new passport image.
5. Find your way around: the Today screen
Today is your home screen.
- Accepting bookings switch 1. Turn it off to stop new booking requests for a while. Your profile stays in the directory.
- Profile … % complete 2. This card tells you what to add next, for example a photo. When nothing is missing, as in the screenshot, it reads Your profile is complete.
- Counters 3: New requests, Awaiting payment and Today, the number of bookings today.
- The menu at the bottom 4: Today, Schedule, Requests, Messages, Earnings and Profile.
Further down are Next up, which lists your next bookings with Start and Mark complete buttons, and View all bookings. The Earnings summary shows Pending, Suspended · awaiting Agent settlement and Available to withdraw. If your Agent or the platform has set a support contact, a Support button appears at the bottom.
To see every booking, tap View all bookings. Use the tabs 1 All, Upcoming, In progress, Completed and Cancelled to filter, and tap a booking to open it.
6. Set up your profile and photos
Tap Profile in the bottom menu. The top of the page has links to Services 1, Reviews 2 and Verification 3.
Write a short Bio 1 about yourself.
Under Languages you speak, type a language 2 and tap Add. Tap × on a language to remove it.
Choose your State and City. Under Service areas, add the places where you are willing to meet Clients (Add area).
Directory visibility 1: Visible in directory means Clients can find you in Explore and search. Turn it off to hide your profile.
Paid chat unlock 2: see section 15.
Under Cover photo, optionally tap Upload cover photo. If you already have one, tap Replace or Remove.
Tap Save changes 3. Saved. appears.
Under Photos, tap Add photo 2 and choose a picture. On each photo, use the arrows to change the order and the bin 1 to delete it. You can have up to 10 photos with the current settings.
7. Add and manage services
A service is what Clients book, for example "Dinner companion", at an hourly price.
Go to Profile → Services. Your services are listed with their status. Tap Add service 1 to create one, or tap a service 2 to edit it.
Fill in the Service name 1 and choose a Category 2.
Enter the Hourly price 3 in RM per hour. The platform sets a minimum price.
Set the Minimum duration 4 and Maximum duration 5 in hours.
Optionally add a Description, Rules for Clients, Service areas and Photos.
Tap Add service at the bottom. Service added. appears.
To change a service, open it, edit the fields and tap Save changes. To stop taking bookings for one service without deleting it, turn the Active switch 1 off. The service then shows as Paused. Delete service 2 removes it permanently.
8. Set your schedule
Clients can only book you inside the time windows you set. Tap Schedule in the bottom menu.
Accepting bookings 1 is the same switch as on Today. Turn it off to pause new requests without hiding your profile.
Next 7 days shows one column per day. To add a window, tap + under the date, choose the Start time and End time, and tap Add. The new window appears in that day's column 2. Tap × on a window to remove it. Windows further ahead appear under Other scheduled windows.
Tap Save schedule 1. Nothing changes until you save. Saved. 2 confirms it.
9. Accept or decline booking requests
When a Client asks to book you, you get a notification, and the request appears under Requests.
- Check the Payment source 1 before you decide.
- Client Wallet: the Client pays from their prepaid Mummy wallet. Your earnings become available after the booking is completed.
- Agent Credit: an Agent ordered on the Client's behalf on credit. Your earnings are held until that Agent settles (see section 13).
- Check the time, duration, place and amount, and any message from the Client.
- Tap Accept request 3, or Decline 2.
To decline, write a Reason 1 and tap Decline request 2. Only you and the platform see the reason. The Client just sees that the request was declined.
10. Run a booking: start and complete
When you meet the Client, tap Start 1 on the booking in Next up on Today. You can also open the booking and tap Start. You can start from 30 minutes before the booking time (current setting). If you tap earlier, the app tells you when you can start.
The booking shows In progress 1. When the service is finished, open the booking and tap Mark complete 2.
The booking shows Awaiting client confirmation 1. The Client confirms it, or it completes automatically after a waiting time set by the platform (currently 12 hours). It then shows Completed. History 2 lists every step with who did it and when.
Cancelling a booking
If you cannot make a confirmed booking, open it and tap Cancel booking. Write a Reason (shown to the client) and tap Cancel booking again. The Client is refunded under the platform's cancellation policy, which currently gives a full refund. You cannot cancel once a booking is in progress or its start time has passed. The platform can also set an earlier cut-off, in which case the app tells you it is too close to the appointment.
11. Chat with Clients
A chat opens when a Client pays for a booking with you (Booking chat). It can also open when a Client pays to unlock chat with you (Unlocked chat).
Tap Messages in the bottom menu, then tap the conversation 1.
Type in the message box 1 and tap the send button 2. Tap the picture icon to send a photo.
12. Reply to reviews
After a booking is Completed, the Client can leave a star rating and a review. Go to Profile → Reviews to see your average rating and every review.
- Tap Reply under a review.
- Write your reply 1 and tap Post reply 2. It appears under the review as Your reply.
13. Earnings, and Agent Credit earnings that are held
Tap Earnings in the bottom menu.
- Available earnings 1 is what you can withdraw now. Tap Withdraw 2 to start a withdrawal.
- Pending: earnings from bookings that are not yet completed.
- Withdrawn: what you have already withdrawn.
- Booking earnings lists each booking with the platform fee taken. Chat unlock earnings are listed separately.
How much you earn. For each booking, the platform takes a commission and your Agent takes a commission, and the rest is yours. Both rates are platform settings. With the current settings the platform takes 15% and the Agent 8% of the service amount, so a 1-hour booking at RM 100 per hour earns you RM 77. If you joined without an Agent, the Agent share goes to the platform's own account. The Client also pays a small booking fee (currently RM 4), which does not come out of your earnings.
Agent Credit earnings are held until the Agent settles
When an Agent books you for a Client on credit (payment source Agent Credit), the platform does not pay out your share in advance. After the booking is completed, your earning shows as Suspended 1, or Suspended · awaiting Agent settlement on Today, with the status Awaiting settlement 2. It stays pending until the Agent settles their debt. Under the current platform policy it is not cancelled or written off, but there is no fixed release date. When the Agent settles, it moves to Available and you get a notification.
14. Withdraw your earnings
On Earnings, tap Withdraw.
Choose an amount 1 with one of the buttons, or tap Other amount and type it. The minimum is shown next to Amount (currently RM 50). Withdrawals are made up of whole completed jobs, so the buttons offer amounts that can be paid out exactly. When everything you have is one amount, the button reads All of it · RM ….
Check the bank account 3. Tap it (Change) to add or edit your bank details, then tap Save bank account.
Tap Request RM … 2.
The request appears below the form, under Request RM …, with the status Pending 1. Earlier withdrawals are listed under History further down. Progress is shown as Under review, Approved, Processing and Completed. When the money is sent, the platform records the bank reference.
15. Paid chat unlock
With Paid chat unlock switched on (Profile), a Client who has no booking with you can pay a one-time fee to open a permanent chat with you. The fee is set by the platform and is currently RM 12. You can see this switch in the screenshot in section 6 2.
- It is off by default. Turn on Clients can unlock chat with you, then tap Save changes.
- You are never obligated to reply. Before they pay, Clients see your response rate and when you were last online. The unlock is non-refundable.
- Turning it off only stops new purchases. Chats already unlocked stay open.
- The unlock button is hidden automatically if your response rate is too low or you have been offline too long. Both limits are set by the platform.
- You receive a share of each unlock, and the platform keeps a commission (currently 35%). Your Agent takes no share of unlocks. Unlock income appears under Chat unlock earnings.
- An unlock is not a booking and gives the Client no right to review you. The same contact-detail rules apply in unlocked chats.
16. Notifications
The bell 1 at the top right shows a red dot when you have unread notifications. Tap it to open Notifications. You get one for new requests, payments, messages, completed bookings, withdrawals, verification results, released earnings and platform announcements. Tap Mark as read 2 to clear one.
17. Account settings
Account settings are on the Account page at /account. You reach it from Add a mobile number on the Verification form (it opens Edit profile; go back from there). Once you are verified, there is currently no button for it in the Provider menu, so bookmark the address.
Personal details 1: your name, phone number, state and city, and a profile photo.
Phone number 2: shows your mobile number, with Change mobile number to edit it.
Language 3: choose English or 中文. The whole app and your notifications switch language.
Notifications & privacy 1: choose which notifications you get, and whether Clients see your online status and read receipts.
Password 2: change your password. Sessions: see and sign out other devices.
Sign out 3. Delete account asks for confirmation. Deletion is not immediate: there is a grace period set by the platform.
18. Rules to know
- Verification first. You cannot take bookings, and your profile is not public, until the review team approves you. No registration route skips this.
- Your Agent is fixed. You cannot change Agent. Only an Admin can move you, and past bookings keep their original Agent.
- Agent Credit earnings are held until the Agent settles. The platform does not advance them.
- Bookings are paid on the platform in advance, from the Client's prepaid wallet or on an Agent's credit. You never collect money in person, and Clients cannot withdraw their wallet balance as cash.
- No contact details or outside payments in chat. This applies to every conversation, including paid unlocks.
- Chat unlock is non-refundable, and you have no obligation to reply.
- Your passport image is private. Only the review team sees it.
19. Statuses explained
Booking statuses
| Status | What it means | What you do |
|---|---|---|
| Awaiting your response | A Client has sent a request | Accept or decline it under Requests before it expires |
| Accepted / Awaiting payment | You accepted. The Client now has to pay | Wait. Unpaid bookings are cancelled after the payment deadline |
| Paid / Upcoming | Paid and confirmed | Be there on time. Tap Start when you meet |
| In progress | You have started | Tap Mark complete when finished |
| Awaiting client confirmation | You marked it complete | Wait for the Client, or for the automatic completion |
| Completed | Done. Your earnings are released (Client Wallet) or held (Agent Credit) | Nothing. The Client may now review you |
| Declined | You declined the request | — |
| Cancelled | Cancelled by you, the Client, the Agent, an Admin or automatically | — |
Verification statuses
| Status | What it means |
|---|---|
| Not submitted | You have not sent your details yet |
| Pending review | The review team is checking your submission |
| Additional information required | Update the requested sections and send again |
| Approved | Your profile is live and you can take bookings |
| Rejected | The application was rejected. Your Agent can ask the platform to reopen it |
| Suspended | Your public page is hidden and you cannot take new bookings. Unlocked chats are read-only |
Withdrawal statuses
| Status | What it means |
|---|---|
| Pending | Request received |
| Under review | Finance staff checking the bank details |
| Approved | Cleared for payout |
| Processing | Sent to the bank |
| Completed | Bank reference recorded against the request |
| Rejected | Not paid. The amount is back in your available earnings, with a reason |
| On hold | Paused while the platform checks it |
20. FAQ and troubleshooting
I saved my schedule and got "Availability must start in the future." Every window you save must start later than now. If today's window has already begun, for example 09:00–23:00 when it is now 14:00, tap × to remove it. Then add a new window for today that starts later, and tap Save schedule again.
I tapped Start and it says it is too early. You can start from 30 minutes before the booking time (current setting). The message tells you when.
My earnings say "Pending" or "Suspended". Earnings stay Pending until a booking is completed. Suspended · awaiting Agent settlement means the booking was paid with Agent Credit and is waiting for your Agent to settle (see section 13).
I can't request a withdrawal. Check that you have added a bank account and that the amount is at least the minimum. A message tells you if there is nothing available to withdraw yet.
My passport upload was refused. Use a JPEG, PNG or WEBP image of up to 8 MB. PDFs are not accepted. Screenshot or export the passport page as an image.
I'm not getting new requests. Check that Accepting bookings is on, Visible in directory is on, you have an Active service, and you have schedule windows in the future.
How do I sign out?
Open /account and tap Sign out (see section 17).
I need help. Use the Support button on Today, if it is shown. It contacts your Agent, or the platform if no Agent contact is set.
21. Glossary
| Term | Meaning |
|---|---|
| Agent | The person who recruited you and manages your account on the business side. Independent Providers are managed by the platform |
| Agent Credit | A booking an Agent ordered for a Client on credit. Your earnings are held until the Agent settles |
| Client Wallet | The Client's prepaid Mummy balance, used to pay for bookings |
| Pending earnings | Earnings from bookings that are not yet completed |
| Available earnings | Earnings you can withdraw now |
| Suspended (earnings) | Agent Credit earnings waiting for the Agent to settle |
| Window | A time slot in your schedule when Clients can book you |
| Chat unlock | A one-time fee a Client pays to open a permanent chat with you without a booking |
| Verification | The identity check every Provider must pass before taking bookings |