FAQs - SmartPay

FAQs

General
Corporate
Diesel
Account Application

General
Who can apply for the SmartPay Card?
To apply for the corporate SmartPay Card, the company must have at least 2 vehicles (excluding motocycles).

Is there any charge to replace the SmartPay Card?
Any cards found to be defective will be replaced free of charge. However, a replacement charge of RM10.00 per Card will be imposed in the following cases:
If the Card is damaged or rendered unusable through user negligence
If the Card is replaced due to change of vehicle OR drive
If the Card is lost

How will I receive the SmartPay Card?
Your new or replacement SmartPay Card will be sent via registered post. Delivery time is 2-3 days from Card generation. Under urgent circumstances, you may pick up the cards directly from our PETRONAS SmartPay office.

How can I track my SmartPay Card account?
Monthly statements are generated and mailed to you. If your statement is delayed in the post, you can download the statement via SmartPay Online, our portal for Smartpay Cards.

How do I apply for the SmartPay Card?
Go to SmartPay Card Application Form & Information.

What is the security difference between the chip card and the magnetic stripe card?
CHIP CARD
Difficult to duplicate
Cards cannot be cloned
Encrypted loyalty points fields

Durable
Lifespan of over 100,000 card insertions
Meets ISO 7816-1, 2 and 3 standards
100% electronically tested and pre-loaded with customer data

Very secure
Two totally independent encrypted value fields and triple DES encryption that provide total security
Not affected by magnetic fields
On-card security traps and card password protected
Enables secure internet ticketing

No dial out time
Short “transaction approval” time
MAGNETIC STRIPE CARD
Easily duplicated
Old technology
Low security
Prone to fraud schemes
Fragile
Lifespan of about 20,000 swipes
Magnetic stripe easily damaged

Sensitive
Prone to damage via magnetic fields such as motors, speaker magnets and also other magnetic cards kept in wallet

Lengthy transaction time
Longer “transaction approval” time
Corporate
Who can apply for Corporate SmartPay card?
Any company, firm or organization which has 2 or more vehicles (excluding motorcycles) is eligible to apply.

How to apply for the Corporate SmartPay card?
Just complete the application form and submit it with the supporting documents to [email protected].

How many Corporate SmartPay cards can be applied?
As many as you require to manage your fleet.

How long does it take to process the application?
About 21 Working Days from the time of receipt of a completed application form together with the relevant supporting documents.

Can the purchase limit and products/services be specified for each driver/vehicle?
Yes. You can specify the purchase limit per day/per month and the type of products/services permitted for each driver/vehicle.

Can we request for the PIN (Personal Identification Number)?
Yes, for card type ‘A’ or ‘C’.

Can the card be used 24 hours a day?
Yes, provided that the participating PETRONAS service stations you drive into is open 24 hours.

What if I lose my card?
Please call us at 1300-88-8282 (Mesralink) to block the card.

Usage of the card will be barred immediately. For card replacement, please submit the Smartpay Maintenance form to us via email. The customer is liable for all charges incurred on the lost card up to the time of first notification.

What happens when the Corporate SmartPay user changes vehicle?
Please submit Smartpay Maintenance Form to us via email.

How to contact the customer service centre?
Call “Mesralink” at:
Tel: 1300-88-8282
E-mail: [email protected]
Diesel
Am I eligible for government-subsidised diesel?
You are eligible if you received a letter from Ministry of Domestic Trade and Costs of Living (KPDNHEP).

Where and how do I obtain the PETRONAS application form?
You may go to:
Any PETRONAS Dagangan Berhad Regional Office
Sales Office or Card Service Department
Jabatan Perkhidmatan Kad,
Ground Floor, The Place @ Ampang,
PT27423 (Lot 36904),
Jalan Kolam Air Lama,
68000 Ampang,
Selangor Darul Ehsan
Website: www.mymesra.com.my (Starting from 16 January 2006)

How long will it take for my application to be approved?
Approval is subject to a complete application. The status of your application will be informed within 5 working days (minimum).

When can I start using the subsidised diesel card?
You may start using once KPDNHEP announces the implementation date of the scheme.

What will happen to my old SmartPay account when SKDS is implemented?
Provide your account information to Mesralink and PETRONAS Dagangan Berhad Card Services Department will reach out to you for the next step.

How do I pay for the PETRONAS Diesel Subsidy Card?
You may pay through CIMB or Maybank bank counter.

What is the difference between Postpaid and Prepaid account?
Post-paid account
Credit terms of 30 days
Other credit facilities except for pre-paid
Cash payment with no credit limit
Account Application
New SmartPay Users
Step 1: Download the SmartPay Card Application form
Please read the information given carefully and download the relevant application form by clicking the links below:
SmartPay Account Application
For Corporate Account, both fuel and diesel.
For SmartPay Diesel Subsidy card, with approved letter from MDTCA.
Download the form
Step 2: Complete the form and attach the required documents
Then, send it back to the relevant departments as indicated.
Required SmartPay Application Supporting Documents
Download CCRIS form here
Download EDD form here
Download PDPA form here

Existing SmartPay Users
1. SPO application form - SmartPay Online (SPO) access
Download the form
2. SmartPay Maintenance form for:
New card request
Change card status
Change product type
Change card limit
Download the form

Card replacement
Complete the Smartpay Maintenance Form and submit to Mesralink at [email protected]. The replacement card is chargeable at RM10. The replacement card with a new PIN number will be sent to the customer.

Change of personal information
Complete the Smartpay Customer Data Update Form and submit to [email protected]

Download the form here.

Change limit
Card limits and frequency of transactions can be determined by the user. Complete the Smartpay Maintenance Form and submit to Mesralink at [email protected]. Or you can submit your request online via SmartPay Online.

Card Termination
Complete the Smartpay Maintenance Form and submit to Mesralink at [email protected]. Termination will be done in 24 hours.

Loss of card
Please make a report within 24 hours if you lost your card. To block the card, contact Mesralink at 1 300 88 8282 Or you can submit your request online via SmartPay Online.