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FREQUENTLY ASKED QUESTIONS (FAQ) : GENERALS
     
Q1  
Where can I buy a Merchantrade Sim pack?
Answer  
Merchantrade branches nationwide & Telecommunication shops
   
Q2  
Where can I buy a Merchantrade Top-Up Card?
Answer  
Available nationwide – Telecommunication shops, Restaurants, convenience stores, petrol stations, ATM's and also on all the e-pay terminals & 7-Eleven. You may also purchase and recharge Merchantrade prepaid number using Celcom reload coupons (Physical & Other Types)
 
   
Q3  
How do I check the balance in my account?
Answer  
After end of each call, you will receive a SMS Balance notification.
However you can still check the balance by following one of the steps using your mobile:
Method 1 - USSD Code
Key in *124# and press “SEND” button
Method 2 - SMS
Type SMS as “BAL” and send to 2888
Method 3 - IVR
Dial 1990 or 0193000910 and press 1.
 
   
Q4  
Can I make emergency calls to 999 and 991 when there is zero value left in my mobile number?
 
Answer  
Yes, you can still make calls to 999, 991 even though there is zero air time in your Merchantrade card. You may use special number 112 from your mobile phone to make emergency call for Ambulance/Police assistance.
 
   
Q5  
Is there an expiry date on my Merchantrade SIM or Top Up card?
Answer  
Yes, the expiry date is printed on every Sim card . Top Up cards also have an expiry date printed on the back of the card. The card is not valid and cannot be used after the expiry.
 
   
Q6  
My account validity has expired. Can I reactivate and use my mobile number again?
Answer  
Yes, reload before 50 days from validity expiry time to avoid your account from being deactivated. Once deactivated, you would only be able to retrieve the mobile number if you walk in to any Branch and reload for the amount of RM90 from the additional 10days grace period given after the mobile number falls under deactivate status.
 
   
Q7  
What will happen to my mobile number if I don’t reload within the additional grace period from point of line being deactivated?
 
Answer  
Your mobile number will be terminated and you will need to buy a new sim pack if you wish to enjoy Merchantrade Mobile services special rates.
 
   
Q8  
I have lost my sim card, where can I replace it?
Answer  
Replacement of sim card due to lost or stolen can only be done at Merchantrade Branches. There will be additional charges for replacement due to lost or stolen but due to sim faulty will be free of charge.
 
   
Q9  
How many mobile numbers can be registered under single user NRIC/Passport Number with Merchantrade?
 
Answer  
Customer can register up to 10 prepaid mobile numbers using single user NRIC/Passport Number
 
   
Q10  
If I forget my PIN, how do I unlock my Merchantrade mobile number?
Answer  
If you key in the PIN incorrectly for 3 times, your SIM Card will be locked. To unlock your SIM Card, you will need to key in the PUK 1 number illustrated on your SIM PACK
 
 
Q11  
If I forget/lose my PUK 1 number, can I call Merchantrade Careline to retrieve the number?
Answer  
Yes, you can call Merchantrade Care line at 1900/12273/13362 using your Merchantrade Prepaid Mobile number Or 03 7200 1100 using your other service provider number to retrieve the PUK1 number
   
FREQUENTLY ASKED QUESTIONS (FAQ) : SMS
   
Q12  
How do I configure my SMS Centre number in order to send SMS from my Merchantrade sim card?
 
Answer  
Your sms message centre number is preconfigured when you insert your sim into your mobile phone. If the sms is not working, check the message centre number and reset it to +60132400000.
 
   
Q13  
Where do I configure my merchantrade message center number? 
Answer  
Your Merchantrade message center number can be configured under message settings
   
Q14  
What happens if I send an SMS and my recipient's mobile phone is switched off? 
Answer  
Once you send an SMS, the charges will be deducted from your card and the SMS will be processed. We will attempt to send the SMS for over 24 hours. If your recipient is still unreachable, the SMS charges still apply.
 
   
Q15  
Whom can I send sms to using my Merchantrade mobile prepaid account?
Answer  
All Merchantrade mobile & other mobile subscribers in Malaysia & All Oversea mobiles, as long as the other party network is able to receive the message
   
Q16  
What if I try to send an SMS but my balance is insufficient?
Answer  
If your Merchantrade Card balance is insufficient when you send an SMS, you will receive a return message informing you so, on your mobile phone. You will need to send your SMS again after you have topped up your Merchantrade mobile airtime balance.
 
   
FREQUENTLY ASKED QUESTIONS (FAQ) : MMS
   
Q17  
Can I send mms using my sim card?
Answer  
Yes, you can if you are using a mms enable mobile phone
   
Q18  
What is the charges for mms service?
Answer  
Kindly refer to the mms rate under standard call plan category
   
Q19  
How do I configure my mms service?
Answer  
Once you have insert Merchantrade sim card into your mobile phone, our system will detect your phone model and will push two (2) configuration messages. Upon receiving press install or save depending on your phone model. Once done you may start using your mobile phone for both gprs and mms services

 
Q20  
I have inserted my sim card but did not receive my mms configuration message?
Answer  
You may send sms with keyword "SET" to 20999 or Call 1900/12273/13362 using your Merchantrade Prepaid Mobile number or 03 7200 1100 using your other service provider number for assistance with your mms & gprs configuration. You may also walk in to the nearest branch for further assistance with your mms & gprs configuration
 
   
Q21  
I sent only one(1) mms. Why am I charged more than RM0.50 for the message sent?
 
Answer  
Our rate is based on 50kb per block, as such if your mms content is charged based on the size only.
 
   
FREQUENTLY ASKED QUESTIONS (FAQ) : INTERNET
   
Q22  
How do I configure my gprs settings in my phone?
Answer  
Merchantrade will push configuration settings based on your phone model. You may also type message SET and send to 20999 to receive settings. This service is free of charge 
 
   
Q23  
How much will I be charged for my internet usage?
Answer  
You will be charged RM0.05 @ 1Mbps for your internet usage
   
Q24  
Is there any quota for surfing internet with Merchantrade prepaid?
Answer  
No. There is no quota or maximum cap for the moment for using our Internet services. You will be charged RM0.05 @ 1Mbps only.
 
   
Q25  
What is my Merchantrade Mobile internet surfing speed?
Answer  
You will be enjoying 3G or HSDPA or EDGE speed at depending on your coverage areas.