Frequently Asked Questions

Merchant Portal – General

Q : Who is eligible for Merchant Portal access?

A : Business entities registered as Maybank Merchant are eligible for Maybank Merchant Portal.

 

Q : How do I register for Merchant Portal?

A : All new merchants set-up will be given a User ID and temporary password to access for the 1st time through the stipulated e-mail address. For existing merchants, just download and fill up the e-Statement enrolment form from our Merchant Portal main page and email it to:-merchant@maybank.com.my – Malaysia, merchant.mcp@maybank.com – Cambodia, corp_ma@maybank.com.sg – Singapore or merchantsupport@maybank.com.ph – Philippines.

 

Q : Can I change my password if I need to?

A: You can reset your password through Self-Reset Password available at Merchant Login Page

 

Q : What if I forget my User ID/password?

A : You can reset your password through our representative at (855) 78 888 212 (Cambodia) from 8.00am to 4.00pm (Monday to Friday) or (632) 588-3932 (Philippines) from 9.00am to 5.00pm (Monday to Friday) or send email to merchant@maybank.com.my (Malaysia) or merchant.mcp@maybank.com (Cambodia) or corp_ma@maybank.com.sg (Singapore).We are closed on Saturday, Sunday and public holidays.

 

Q : What if I have not performed my first time login after obtaining my User ID/password within certain time period?

A : This temporary password is only valid for 30 days. Please log in to https://merchantportal.maybank.com within the stipulated time frame to change the password to your preferred password.

 
Merchant e-Statement

Q : What is Merchant e-Statement?

A : Merchant e-Statement is an electronic version of your Merchant account statement which you can view and print at your own discretion.

 

Q : Why register for the Merchant e-Statement service?

  • Added confidentiality - e-Statements can only be accessed by you or your authorized personnel through your Merchant Portal account.
  • Paperless - You can view up to 3 months of Merchant e-Statements via the Merchant Portal. Less Filing, less hassle.
  • Quick & Convenient - Access and view your Merchant e-Statements anytime via any internet connected computers(desktop/laptop) – view at your convenience. No need to wait for the usual mail. Best of all, it’s FREE.

 

Q : What are the accounts/transactions that I can view with this e-Statement Service?

A : The e-Statement function can currently be used to view all credit, debit and charge card transaction and settlement according to the Merchant ID.

 

Q : How do I register for e-Statement service?

A : Kindly download and fill up the e-Statement enrolment form from our Merchant Portal main page and email it to merchant@maybank.com.my (MY) or merchant.mcp@maybank.com (KH) or corp_ma@maybank.com.sg (SG) or merchantsupport@maybank.com.ph (PH).

 

Q : Upon successful registration for the e-Statement service how soon will I be able to view the e-Statement through the Merchant Portal?

A : You would be able to view the e-Statement through our Merchant Portal by the next business day.

 

Q : Upon successful registration for the e-Statement service how soon will the paper-based statement be converted to e-Statement?

A : You will receive your first e-Statement on the next business day and hardcopy statement printing shall be ceased effective January 15, 2014.

 

Q : Will I still receive the monthly or weekly paper based statement(s) after I have registered for e-Statement service?

A : Upon successful registration for the e-Statement service, the Bank will cease sending the paper based statement to you.

 

Q : Can I opt to have both the hardcopy and e-Statement?

A : Effective January 15, 2014, the Bank shall cease printing paper based statement, so there will be no hardcopy statements from the said date.

 

Q : How long is the e-Statement availability for viewing?

A : The e-Statement shall be made available for viewing for a period of 1 current month and past 2 months statement. A fee shall be imposed if those statements required are beyond the period mentioned above. You are advised and encouraged to download and store the e-Statement safely or print all copies for your filling.

 

Q : Can I view my old paper-based statement as e-Statements?

A : You can view the current and past 2 month paper issued statement via e-Statements after the enrollment date. With effect from January 15, 2014, we shall ceased printing paper-based statements. If such are required, a nominal processing fee shall be imposed on each statement.

 
Billing File Uploading

Q : Can I upload billing file(s) to the web-portal during weekend or Public Holiday, and will it still be processed?

A : Yes

 

Q : How many billing files can I upload into the web portal in a day?

A : Not more than the pre-determined maximum number of files as agreed earlier with the Bank.

 

Q : What should I do if I want to upload billing files more than the maximum amount agreed earlier?

A : You may contact your respective Maybank Account Manager (during working hours).

 

Q : What is the cut off time for me to upload my billing file(s) into the web portal?

A : Not later than 2.00 pm daily.

 

Q : How many transactions can I include in one(1) billing file?

A : Not more than 9,999 transactions.

 
File Processing

Q : How do I know if my billing file(s) have been processed successfully?

A : Response files will be generated and made available for you to download at the web-portal on the following day.

 
Response File

Q : When will I be able to download the response files?

A : On the next calendar day.

 

Q : What should I do if I am unable to download my response files?

A : You may contact your respective Maybank Account Manager (during working hours).

 

Q : Can I still request for a copy of response files which are no longer stored in the web portal (processed more than 7 days ago)?

A : Yes. You may contact your respective Maybank Account Manager during working hours.

 

Q : Is there any fee incurred in retrieving response files which are no longer available in the web portal?

A : No.

 
Others

Q : How long is the storage of my billing and/or response files in the web portal?

A : 7 days.

 

Q : What should I do if I would like to refund one of the AutoPay transaction?

A : You may contact your respective Maybank Account Manager (during working hours).