SUREPAY FAQs 1. What is SurePay? SurePay is a payment solution that enables customers to do business transaction using Online Payment Solution and Mobile Payment solution. 2. Who should use SurePay? If you manage a small or medium-sized business, you would benefit from being able to: Credits & Debits cardfor payment solution GST Ready 3. Who is eligible tosubscribesurepay? All New and Existing SME Customers. 4. How do I register for SurePay? Visit to nearest TM Point or any TM Authorized Dealers or any TM Account Executives. 5. Can Enterprise segment (E segment) or individual (under personal name) apply SurePay? Yes, system will allow it but application must be through AE. Processing will be done by CSM. Enterprise registered company can apply SurePay by providing the required documents (SSM). (I/C number only is not accepted). 6. Can service firm (example Legal firm) apply SurePay? Yes, please provide related documents stated on application form. Please also provide 2 months bank statement, I/C of signatory, premise pictures (inside & outside), operating license and other relevant documents. 7. What are the offerings under SurePay? Under SurePay, TM has 3 packages offerings
Package Online Payment Online & Mobile Payment (1 MPay dongle) Online & Mobile Payment (2 MPay dongles) Package Fee NA RM18 RM30 OTC RM10 RM10 RM10 Additional Device NA RM20 RM20 8. What is the Transaction Fee (MDR) for SurePay? Transaction fee were 2.75% for Online Payment & 2.0% for Mobile Payment. 9. Can merchant set 'Easy Payment/Installment' via SurePay? No. 10. What documentations do I need to provide to subscribe for SurePay? Below were the form needed depend on the subscriber company categories. Documents required (Certified True Copy with Company Stamp)
SurePay PACKAGE (Mobile Payment) SdnBhd / Berhad Sole Proprietor/Partnership Association Form 24 Form D Society of Registration Form 49 Form A/B Certificate Form 9 or 13 Photograph IC of ALL Minutes of AGM Memorandum & Article Partners Board Resolution (M&A) Photograph of Business Organization Chart Photocopy IC of an Outlet & Product NRIC of Secretary authorized signatory SSM Form Latest 2 months bank Latest 2 months bank Latest 2 months bank statements statements/ management statements Photograph of Business account Other Operating License (eg. Outlet & Product Board Resolution Travel Agency / Direct Photograph of Business Selling, etc) Outlet & Product Other Operating License (eg. Travel Agency / Direct Selling, etc) 11. Can individual (under personal name) register for SurePay? Yes, if the personal name is registered under SSM and could provide required documents. 12. Can the bank account holder name different from SurePay service owner? No, it cannot be different. The bank account holder & service owner name must be the same. 13. Any tips for merchant to open a Current account? The merchant can open a Current account at Bank Islam at special rate of RM200 only (normal rate RM1K). Just bring SurePay application form to any nearest Bank Islam. Condition is SurePay merchant must bring along MangePay Welcome Letter to Bank Islam as prove of ManagePay/SurePay customer.
14. How long does the application process take? Approval Activation (License) Installation (Hardware) Total Duration Online Payment Within 1 working day after submission of Application Form Within 2 working days after Approval of Application N/A 3 working days Online & Mobile Payment (1 MPay dongle) Within 1 until 3 working day after submission of Application Form Between 1 week to 2 Weeks for Approval. (Credit card process approval) Upon Approval Within 3 working days after Activation of License (Dongle Courier) 20 working days Online & Mobile Payment (2MPay dongle) Within 1 until 3 working day after submission of Application Form Between 1 week to 2 Weeks for Approval. (Credit card process approval) Upon Approval Within 3 working days after Activation of License (Dongle Courier) 20 working days *Subject to approval from Partners (TM New Media & ManagePay)
15. What is Online Payment? TM Electronic Payment Gateway is a one stop center for processing online transaction utilizing a broad online payment method, namely credit card (Visa and Mastercard), debit card (Cimbclicks, Maybank2u and RHB Online). The gateway enable merchant to use its payment method to offer payment service online to their customers via their own portal. 16. What is the registration process for Online Payment? a. A test account will be provided to ensure smooth integration to our Testing environment prior to migration to our Production payment gateway b. Once your registration has been successfully acknowledged by the system, it will automatically generate a transaction password and will be sending to your registered email address. An integration document to the Payment Gateway will also be provided. c. To activate your payment option, you are required to do the following: i. Integrate the merchant id and transaction password in your payment page; ii. Use the integration document to successfully connect to our payment gateway. d. Registration will take around 3-5 working days. 17. What are the benefits of Online Payment? a. One stop center to manage your online purchases. b. Expanding payment method. c. Secure & easy. 18. What is my PC/Laptop specification needed to use Online Payment (Payment Gateway)? Any browser can access and use TM Payment Gateway. 19. What are the currency uses for Online Payment? All business transaction will be in Ringgit Malaysia Currency (RM/MYR). 20. Can I access Online Payment through SmartPhone? Yes 21. How do I make payment? All the payment will go through TM Payment Gateway.
22. Does Online Payment accept Debit Card? Yes. CIMBClick, Maybank2U and RHB Online for Debit Card transaction. 23. Is it safe to use credit card via Online Payment? a. TM strives to ensure that every credit card transaction occurs within a secure environment. TM does not retain your credit card information after your order is complete. Rather, it is submitted directly to our banks. You can rest assured that with each purchase your credit card or bank account information will be secured. b. TM values your privacy and work hard to ensure that your details are secure and will not be released to any other party thus TM do not store your credit card details. 24. What is Mobile Payment (Mpay Dongle)? Mobile Payment solution is a solution that allows a transaction using a mobile via Mpay dongle it allows any business owner to accept debit and credit card payment 25. What Type of Mpay dongle that SurePay Package offer? a. MPAY ismart Chip Reader (ios Devices with 30-pin Connector) b. MPAY ismart Chip Reader (ios Devices with 8-pin Lighting Connector) c. MPAY Audio Jack Reader (Android Devices) 26. How do I print the sales receipt? You are not required to print the sales receipt. Receipt is kept electronically in your device and also in MPAY system, it will be emailed to you and your customer via the email you entered upon sales completion. 27. Without the hardcopy sales receipt, is cardholder signature still required? Yes. It is very important that you customer sign on the device (upon sales completion signature page). Without signature, your sale isconsidered incomplete and you will be subjected to chargeback. 28. Will there be any statement send to Customers for any SurePay transactions? There will be no statement send to you, you need to log in to www.managepay.comand get you settlement report at: a) Look for MDEX and click on MPAY ECPOS
b) You will redirect to another page, in that page look for MPAY ECPOS PRO at the tab which located at the left hand side. c) You can download the file and save in the pdf file format. 29. Does Mobile Payment has Application software? a) Yes, user can download the Application through app store for IOS & play store for android users and it free of charge. b) If the application crash user able to reinstall it back again 30. If merchant's Smartphone lost, is there any charge to reconfigure the ManagePay account? Yes, a re-activation fee of RM50. 31. What happen to the equipment @ dongles if users terminate SurePay? Once users decide to terminate SurePay user need toreturn the Dongle to Partner @ ManagePay Services Sdn Bhd. The dongle will be collected by our partner ManagePay Services Sdn Bhd. 32. What devices are compatible with SurePay? SurePay is compatible with IOS (version 6 & above) and Android (version 4.0 & above) 33. What is acceptable speed on the device to access SurePay? No minimum requirement speed to access SurePay. As long user had the connectivity (Wifi/internet broadband/3g) user able to access SurePay. 34. What payment method to subscribe to SurePay? Visa & MasterCard. 35. Can merchant accept foreign cards via dongle? Yes, as long as the card had Visa and MasterCard logo with chip. 36. Can the dongle accept Amex and Diners card? No. 37. Is SurePay PCI Compliant or PCI Certified? Yes. SurePay is certified Level 2 PCI DSS compliant. This means all your data and customer information is ultra secure.
38. What is the requirement need for SurePay? Customer must subscribe to UniFi BIZ or OIAB package. 39. What appears in my bill? There is no pro-ration for OTC (one time charge). For monthly recurring charge, first bill will include pro-rated charges and 1 month advanced fee. For termination monthly recurring charge will also be pro-rated The bill will display : o Package subscribed o Discount o Courier fee o Subsequent dongle charge 40. What is a courier fees for the dongle? SurePay @ RM18/mth 1 Dongle RM15 (+ subsequent dongle Peninsular RM2.50/dongle) RM25 (+ subsequent dongle Sabah/Sarawak RM5.00/dongle) SurePay @ RM30/mth 2 Dongles RM15 (+ subsequent dongle RM2.50/dongle) RM25 (+ subsequent dongle RM5.00/dongle) SurePay @ RM20/dongle/mth add-on dongle RM15 (+ subsequent dongle RM2.50/dongle) RM25 (+ subsequent dongle RM5.00/dongle) 41. What if customers change the address or move to different premises For any relocation of the Customer's premises the SurePay package will be remain with the existing UniFi/OIAB package. 42. Is there any contract period once I subscribe to SurePay? 12 months. 43. What if I terminate the SurePay within Contract period? Penalty of RM 150 on each of every dongle subscribe.
44. Can the customer keep the dongle even after contract period has ended? No. Customers may never keep the dongle under any circumstances. It will be collected by ManagePay. 45. If customer terminates SurePay within/beyond contract period, can they keep the dongle? Where to return it? They cannot keep the dongle, ManagePay will collect it from the customer. No need to send to TMpoint. 46. What if merchant loses the dongle? How much is the cost to purchase it upfront? RM299 per dongle, to be paid up front. Monthly commitment still needs to be paid. 47. What if I terminate or my broadband been suspended? Any suspension of Customer's broadband or internet service with result in the suspension of the service for the SurePay. The service for the SurePay will only be reactivated once the broadband or internet service is reconnected. 48. Can customer subscribe SurePay via TMUC? 100? TMSC? No. Customer can only subscribe SurePay via TMpoint, AE and TM authorized dealer. However, any enquiry can be via TMUC, 100 and TMSC. 49. How long of the warranty period of the dongle Lifetime warranty on the dongle if manufacturing defects. If the dongle is faulty due to customer negligence customer will need to purchase a new dongle. 50. What is the maximum limit that can be requested by merchant? The default single limit is RM6000, monthly limit RM25,000 Merchant may request to increase the credit limit and need to present additional documents for Mpay approval. For big ticket size transaction, Mpay customer care team will request from merchant the signed sales slip & signed invoice before releasing the settlement. Acquirer also has the right to hold settlement payout if a particular transaction is suspected fraud. 51. How does front-liner make request to Mpay to increase the limit? Front liner may request customer to call 1700-81-6729, merchant is required to fill up a form and provide additional documents for this request.
52. How long does it take for a transaction to be transferred to merchant's account? T+2 (transaction day + another 2business days). For example, if transaction takes place on Friday, merchant will receive it on next Tuesday. 53. Does the transfer happen automatically or merchant need to put up a request at ManagePay portal? It is automatic and merchant could even set transfer to take place only when transaction has reached certain amount, example RM1K. ManagePay: There are 3 available options: 1. Self-Request (Merchant to login to portal and request) 2. Whenever amount exceed RM1K 3. Monthly Auto Payout on first week of following month (Min amount RM100) 54. Is there a transfer charge during settlement? Yes, RM0.50 per transfer 55. How long does it take to void an approved/settled transaction? Within 24 hours. 56. Is the settlement statement provided/sent by ManagePay in hardcopy? No, it is only available in softcopy via online. 57. Any technical issue on SurePay? Please contact 100 for further assist. 58. What is the contact number for issues with dongle? ManagePayhotline: 1700-816-729 & email: tmsiab_support@managepay.com (ManagePay centre)