Please follow the following guidelines in the event something happens to your smart card.

1. Faulty Card
   In the event your card is defective or faulty when you received it, please immediately notify our Customer Service. There is no charge for a replacement card if the card is returned to the Certification Authority within five (5) working days from the date of receipt.

   If the Certification Authority is satisfied that the card is defective or faulty, the Certification Authority shall revoke the digital certificate associated with the defective and faulty card and notify you of the same.

2. Lost or Stolen Card
   In the event your card is lost or stolen, please report to our Customer Service immediately:
   1. Via phone at 03-2263 2255 or E-mail to bantuan@commercedc.com.my or Fax to 03-2263 2488.
   2. Followed by a report signed by the cardholder.
3. Tampered or Lost Pin Mailer
   If your PIN mailer is tempered or lost, please notify our Customer Service immediately. On a case to case basis, customers are usually advised to re apply for a new card and the original card and certificate will be revoked.

   If you have not received your PIN mailer subsequently a few days after receiving your smart card, there is a possibility that your PIN may be lost in the mail. In such cases, you need to report to Customer Service immediately. The Certification Authority will reissue a new PIN upon reporting lost of PIN within one month of the PIN issuance date.

4. Card Blocked
   The card will be blocked after (3) continuous wrong PIN attempts. To unblock your smart card, you may follow either one of the following pin unblocking procedures.
   1. You may bring your card to the Certification Authority or Commerce Dot Com Sdn Bhd.
   2. A representative who brings the card to the Certification Authority or Commerce Dot Com Sdn Bhd must be accompanied by a letter of authorisation.
   3. c) For Outstation Users, the card can be sent via courier service to the Certification Authority or Commerce Dot Com Sdn Bhd.
   Either the Certificate Authority or Commerce Dot Com Sdn Bhd will issue a new PIN number to be used with the existing card.
5. Staff Resignation
   In the event of a User resigns from the company, the User needs to return the smart card to the Administrator for the Administrator to delete the User’s profile.

   The Administrator needs to submit a written confirmation to Customer Service via postal mail or e-mail to bantuan@commercedc.com.my of the resigned staff.

   In the event that the Administrator resigns from the company, the Authorised Signatory of the Company needs to submit a written confirmation to Commerce Dot Com via postal mail or e-mail to inform on the resignation. The Company needs to re-appoint a new Administrator and request for a new ePerolehan smart card.

6. Change Pin
   Your PIN and card are confidential and you should not disclose it to anyone. You are strongly advised to change you PIN immediately after you have received it in order to prevent any fraud. You can go to https://www.eperolehan.com.my/changepin.jsp to change your pin number.

<< Previous

Next >>