FAQs - SmartPay

FAQs

New Customer
Existing User
Government Fuel Subsidy
Others - Forms and TnC

New Customer
Where is PETRONAS SmartPay fuel card available?
PETRONAS SmartPay is available at all 1,000+ PETRONAS stations nationwide. Enjoy the largest network of stations with an array of amenities when refueling your vehicles and fleet!

Is there any joining fee or annual fee for PETRONAS SmartPay?
There are no enrollment fees, no annual fees and no account service fees for PETRONAS SmartPay.

Who can apply for the PETRONAS SmartPay Card?
Any company, firm or organisation which has vehicle(s) is eligible to apply.

Approval is subject to terms & conditions, credit assessment and eligibility.

How many SmartPay cards can I apply for?
As many as you require to effectively manage your fleet.

Is PETRONAS SmartPay secure?
Yes, with the improved chip card, SmartPay provides reliable and secure transactions at the station. This enhancement reduces the risk of cards being cloned and is PIN-protected.

If your card is lost or stolen, block your cards straight away via the SmartPay Online fleet platform. If you forget your PIN, request for a PIN notification from our customer careline, Mesralink.

What is SmartPay Online?
SmartPay Online (SPO) is our portal for SmartPay Card management and monitoring.

Enjoy the convenience of managing your SmartPay account with SmartPay Online anytime from the comfort of your home or office to:
View all cards accounts and transactions.
Manage cards (suspend card, change product type, change transaction limit).
View and download Statement of Accounts.
View payments and next payment due date.

How do I track my SmartPay Card account?
You may access SmartPay Online, our portal for managing and monitoring SmartPay Cards. Through this platform, you can conveniently track real-time card activity, view payments, download monthly Statement of Accounts and edit card details.

What are the fees and charges I have to pay?
There are no annual fees or enrolment fees imposed for PETRONAS SmartPay registration, card renewal or defective card.

However, RM 10.00 Card Replacement Fee will be imposed on your next billing for card replacement due to:
Loss of card
Damaged card due to user negligence
Change of vehicle or driver

How do I apply for the SmartPay Card?
Option 1: Online (Recommended)
Just complete the SmartPay Digital Application form with the required supporting documents.

OR

Option 2: Download Form and Email
Download the SmartPay Application & KYC Form and submit it with the required supporting documents to [email protected].

Application Form: SmartPay Application & KYC Form
Supporting Documents: SmartPay_Application_Required_Supporting_Documents

What is the difference between Postpaid and Prepaid account?
Post-paid Account
Account with Credit Limit, subject to credit assessment
Payment terms of 30 days subject to credit assessment
Other credit facilities

Prepaid Account
Cash account with no pre-approved credit limit

What are the different card types and their usage?
Diesel Subsidy Card
This card allows companies or individuals eligible to purchase subsidised diesel under Sistem Kawalan Diesel Bersubsidi (SKDS) from the Ministry of Domestic Trade and Cost of Living (KPDNHEP)

Individual Card
Single card that can be used by a driver for his/her designated vehicle only
This card is ideal for use by companies with designated drivers and other private individuals

Fleet Manager
The Fleet Manager Card is an individual card that can be used by any driver for any company vehicle
This card is ideal for use by company to monitor total fuel costs of a particular fleet

Dual Card
Dual Card is a combination of two (2) cards known as (a) Driver Card and (b) Vehicle Card whereby both cards must be swiped together upon purchase at a station.
This card is ideal for use by companies which interchange driver and vehicles regularly, allowing companies to easily identify which fleet vehicle was used and by whom.

Can I specify the purchase limit and products/services 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.

How long does it take to process the application?
The duration of the application process is contingent upon the timely submission of a comprehensive application along with all necessary supporting documents, ensuring a thorough and efficient evaluation.

How will I receive the SmartPay Card?
Your new SmartPay Card will be sent via registered courier.
Existing User
What do I need to do if there are changes to my details?
You are required to fill up maintenance form and submit to Mesralink at [email protected].
Maintenance Form: SmartPay Maintenance Form
Data Update Form: SmartPay Data Update Form

I do not have access to the card portal, SmartPay Online. What do I need to do?
SmartPay Online is our portal for SmartPay Card management and monitoring. You may view all cards activities, view payment, download monthly Statement of Accounts and edit card details via the portal. To register, download the form below and submit to Mesralink at [email protected]
SmartPay Online Portal Form: SMARTPAY ONLINE

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

Can I get the monthly usage statement to see my vehicle usage?
Yes, you can view and download your monthly usage statement via your SmartPay Online portal account.

What if I lose my card?
Please call us at 1-300-88-8282 (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.

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

What happens when the Corporate SmartPay user changes vehicle?
Please submit SmartPay Maintenance Form to us via email at [email protected].
Maintenance Form: SmartPay Maintenance Form

How do I make payment for SmartPay?
You can conveniently make payment for your SmartPay account via the payment method available, namely via
CIMB Virtual Account (CIMB VA),
Internet Banking,
Collect Service,
Payment at PETRONAS Station and
Bulk (Pukal) Payment method (for government agencies).
You may find your balance and information on payment methods in the monthly Statement of Account (SOA), which are downloadable via SmartPay Online portal and/or delivered to your registered address, upon request.

Am I able to use my physical SmartPay card concurrently with my Cardless SmartPay (via Setel app)?
No, not at this moment. You can make your transactions with either a physical SmartPay card or a Cardless SmartPay (via Setel app), not both.

How long does it take for my transactions to be displayed in SmartPay Online?
It is a live transaction whereas each of the transactions are captured directly and displayed in SmartPay Online.

Is payment via cheque allowed?
Yes, you can make payment by cheque. The payment will be reflected within three working days.

Is payment via JomPay & Card Credit allowed?
No, we encourage customers to use Electronic Direct Debit with our CIMB Virtual Account (VA) number. VA number can be found in the customer’s monthly Statement of Account (SOA).

Can I change the fuel product selection directly?
Yes, you can change/add on your fuel product selection via your SmartPay Online portal account.

What functionalities does the SPO (SmartPay Online) offer to customers in terms of managing their card?
By using SPO, customers can change daily and monthly limits, suspend their card and change the type of products for transaction.

Can I have multiple users to handle SmartPay Online portal?
Yes, the admin can add sub-users to login to the SmartPay Online portal.

How do I convert my SmartPay prepaid account to a postpaid account?
If you are an existing SmartPay prepaid account user and wish to change to a postpaid account, please provide us with the following documents:

Required Documents for Account Transfer/Conversion/Increase or Decrease Credit Limit

Kindly submit the required documents/details to [email protected].

How do I request for an account transfer or an increase/decrease of credit limit for my SmartPay account?
If you are an existing SmartPay account user and wish to increase/decrease your credit limit, please provide us with the following documents:

Required Documents for Account Transfer/Conversion/Increase or Decrease Credit Limit

Kindly submit the required documents/details to [email protected].

If I have any more enquiries, how do I contact the customer service centre?
Call Mesralink at:
Tel: 1-300-88-8282
E-mail: [email protected]
Government Fuel Subsidy
Am I eligible for government-subsidised diesel?
You are eligible if you received a letter from the Ministry of Domestic Trade and Costs of Living (KPDN) under the Sistem Kawalan Diesel Bersubsidi (SKDS).

Find out if you are eligible for mysubsidi Diesel: Syarat Kelayakan (kpdn.gov.my)

How do I apply for a SmartPay account with PETRONAS for the Government Targeted Subsidy?
Option 1: Online (Recommended)
Just complete the SmartPay Digital Application form with the required supporting documents

OR

Option 2: Download and Email
Download the SmartPay Application & KYC Form and submit it with the SmartPay_Application_Required_Supporting_Documents to [email protected].
Application Form: SmartPay Application & KYC Form
Supporting Documents: SmartPay_Application_Required_Supporting_Documents

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

Where and how do I obtain the approval of subsidy card from KPDN?
You will need to request for approval of subsidy card at Syarat Kelayakan (kpdn.gov.my). Be sure to read all the terms and conditions before applying for the approval from KPDN.

If I am an existing SmartPay user, and eligible for Subsidised Diesel Control Scheme (SKDS), how do I apply for the subsidy card?
If you are an existing SmartPay user with SKDS-eligible vehicles registered under your SmartPay account, please provide us with the following details :
SmartPay Account Number
KPDN SKDS Approval Letter
KPDN SKDS Vehicle List Attachment

If you are an existing SmartPay user with SKDS-eligible vehicles NOT registered under your SmartPay account, please provide us details as below:
Completed SmartPay Maintenance Form (to apply a new card for the vehicle(s))
KPDN SKDS Approval Letter
KPDN SKDS Vehicle List Attachment

Kindly submit the required documents/details to [email protected]

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

Can I apply for the SKDS quota prior applying PETRONAS SmartPay?
Yes, you may apply for the SKDS quota and send the approval letter together with PETRONAS SmartPay application to Mesralink.

If one of my fleet is registered under a different SSM number, how do I apply for the SKDS?
Each SSM number is entitled to apply for a single SKDS application. If there are multiple SSMs registered under your fleet, you can apply for SKDS using each of the SSM individually.
Others - Forms and TnC
Where can I find the application form?
Option 1: Online (Recommended)
The SmartPay Digital Application form with the required supporting documents.

OR

Option 2: Download Form and Email
Download the Application Form here:
Application Form: SmartPay Application & KYC Form
Supporting Documents: SmartPay_Application_Required_Supporting_Documents
CCRIS Form: CCRIS_Form
EDD Form: EDD_Form

The completed form and supporting documents can be submitted to Mesralink at [email protected].

Where do I find the Maintenance form?
The Maintenance Form can be found here. The completed form can be submitted to Mesralink at [email protected].

Maintenance Form: SmartPay Maintenance Form
Data Update Form: SmartPay Data Update Form

Where do I find the Terms and Conditions (T&C) and Privacy Notice for PETRONAS SmartPay?
The T&C can be found here. Should you have any inquiries on the T&C and/or our Privacy Statement, please reach out to our dedicated customer service centre, Mesralink.
Call Mesralink at:
Tel: 1-300-88-8282
E-mail: [email protected]

T&C: PETRONAS-SmartPay-Fleetcard-Cardholder-Agreement-2022
Privacy Notice: PETRONAS Dagangan Berhad Privacy Statement - Policies & Notice

Got more questions?

Get in touch:

1 300 88 8181

[email protected]

Required Supporting Documents for PETRONAS SmartPay Application:

Berhad

Sdn Bhd

Sole Proprietor / Partnership

Government

Prepaid

Copy of SKDS Subsidy Letter (if applicable)
Copy of Company Registration Documents

Copy of SKDS Subsidy Letter (if applicable)
Copy of Company Registration Documents

Copy of SKDS Subsidy Letter (if applicable)
Copy of Company Registration Certificate
(including Form 49 for partnerships)
Copy of Identity Card (IC)*

*Required for all directors

Enhanced Due Diligence (EDD)

*Required for all directors

Official Request Letter

Additional Documents for Postpaid

Latest Audited Account
Latest 2 months Bank Statement
CCRIS Consent

Latest Audited Account
Latest 2 months Bank Statement
CCRIS Consent

Latest 2 months Bank Statement
CCRIS Consent

Organisation Chart

Fast Track Application for RM6,000 Credit Limit

Copy of SKDS Subsidy Letter
Copy of Company Registration Documents
CCRIS Consent

Copy of SKDS Subsidy Letter
Copy of Company Registration Documents
CCRIS Consent

Copy of SKDS Subsidy Letter
Copy of Company Registration Certificate
(including Form 49 for partnerships)
Copy of Identity Card (IC)*

*Required for all directors

Enhanced Due Diligence (EDD)

*Required for all directors

Berhad

Sdn Bhd

Sole Proprietor / Partnership

Government

Prepaid

Copy of SKDS Subsidy Letter (if applicable)
Copy of Company Registration Documents

Copy of SKDS Subsidy Letter (if applicable)
Copy of Company Registration Documents

Copy of SKDS Subsidy Letter (if applicable)
Copy of Company Registration Certificate
Copy of Identity Card (IC)
Enhanced Due Diligence (EDD)
*Required for all directors

Official Request Letter

Additional Documents for Postpaid

Latest Audited Account
Latest 2 months Bank Statement
CCRIS Consent

Latest Audited Account
Latest 2 months Bank Statement
CCRIS Consent

Latest 2 months Bank Statement
CCRIS Consent

Organisation Chart

Fast Track Application for RM6,000 Credit Limit

Copy of SKDS Subsidy Letter (if applicable)
Copy of Company Registration Documents
CCRIS Consent

Copy of SKDS Subsidy Letter (if applicable)
Copy of Company Registration Documents
CCRIS Consent

Copy of Company Registration Certificate
Copy of Identity Card (IC)
Enhanced Due Diligence (EDD) Form
*Required for all directors