FAQs


GENERAL
Q1 Where can I buy a Merchantrade Sim pack?

You can get a Merchantrade Prepaid Sim pack from Merchantrade branches nationwide & affiliated Telecommunication shops. Our SIM cards are NOT available at those branches located in Malls. The list of the malls where our SIM cards NOT sold are, KLCC, Pavilion, Sungai Wang, KL Sentral, NU Sentral, Giant Taman Permata, Senawang Giant Hypermarket, Da Men (USJ), Medini Mall, Damansara City Mall, Element Mall, KL Eco City Mall, My Town Mall, Paradigm Mall, Imago Mall, TTDI (Blue Cube).

Q2 Where can I buy a Merchantrade Top-Up Card?

Our Merchantrade Top-Up card is available nationwide. You can purchase the top-up from telecommunication shops, Restaurants, convenience stores, petrol stations, ATM's and also on all the e-pay terminals & 7-Eleven outlets. 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?

You can check the balance of your account by following one of the steps using your mobile:

Q4 Can I make emergency calls to 999 and 991 when there is zero value left in my mobile number?

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?

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?

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?

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?

Please note 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?

Each customer can register only 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?

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?

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.

SMS
Q12 How do I configure my SMS Centre number in order to send SMS from my Merchantrade sim card?

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?

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?

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?

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?

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.

MMS
Q17 Can I send mms using my sim card?

Yes, you can if you are using a mms enable mobile phone.

Q18 What is the charges for mms service?

Kindly refer to the mms rate under standard call plan category.

Q19 How do I configure my mms service?

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?

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?

Our rate is based on 50kb per block, as such if your mms content is charged based on the size only.

Internet
Q22 How do I configure my gprs settings in my phone?

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?

You will be charged RM0.10 @ 1Mb for your Internet usage.

Q24 Is there any quota for surfing Internet with Merchantrade prepaid?

No. There is no quota or maximum cap for the moment for using our Internet services. You will be charged RM0.10 @ 1Mb only.

Q25 What is my Merchantrade Mobile Internet surfing speed?

You will be enjoying 4G LTE/ 3G/HSDPA or EDGE speed at depending on your coverage areas.

INTERNATIONAL ROAMING
Q26 How do I activate international roaming?

This service is not available for Merchantrade Prepaid Mobile services.Roaming is activated free of charge when visiting any of our partner country. Please ensure that roaming feature is activated in your phone setting.
[Note] Roaming rates are subject to country, subscription and usage. For more information, please contact our hotline for assistance.

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