FAQ

GENERAL ENQUIRY

  • Q1. Who is Tronexus?

    Tronexus is an organization that runs referral program module under tronexus global sdn bhd and is a part of talk focus sdn bhd. A huge part of our business consist of providing technological and lifestyle solutions in telecommunication services and merchant products.

  • Q2. What packages do Tronexus offer?

    a) Basic T.A.S.K.(Tronexus Affiliate Starter Kit) MYR 29

    b) Standard T.A.S.K.(Tronexus Affiliate Starter Kit) MYR 99

    c) Premium T.A.S.K.(Tronexus Affiliate Starter Kit) MYR 299

  • Q3. Can I upgrade my membership package?

    a) Yes, you can. There are 3 ways to upgrade:

    b) Upgrade via online payment, bank transfer or deduct from your bonus points

  • Q4. How much does it cost to upgrade my membership?

    a) Basic T.A.S.K to Standard T.A.S.K @ MYR 80

    b) Basic T.A.S.K to Premium T.A.S.K @ MYR 280

    c) Standard T.A.S.K to Premium T.A.S.K @ MYR 210

  • Q5. How long does it take to process the membership?

    1 working day.

  • Q6. Where to collect my SIM card?

    Tronexus HQ
    L-0-1, Kuchai Business Park, No.2, Jalan 1/127, Off Jalan Kuchai Lama,
    58200, Kuala Lumpur

    For courier service, it will take up to 3 days to deliver

  • Q7. What is Tronexus Careline number and operating hour?

    a) 1-300-800-188

    b) cs@tronexus.com

    c) operating hour: 9am - 6pm weekdays, excluding public holidays and replacement public holidays

REGISTRATION

  • Q1. How to register new member and referral into Tronexus system?

    a) Choose the package you prefer from your upline, HQ, or go to www.tronexus.com, the 'Packages' page, choose your preferred packages and click "Purchase SIM".

    b) The packages: Basic T.A.S.K (MYR29), Standard T.A.S.K (MYR99) or Premium T.A.S.K (MYR299)

    c) If you want to purchase from your Upline, your upline has to fill up the new member’s details through Tronexus Member System.

    d) Upline has to log in to their account, then click "Manage Network".

    e) New members have to attach their IC and provide their bank account no.

    f) IC submission must be the same as the registration info.

    g) Bank account no. must be accurate and must be his/her own account in order to make withdrawal

    h) For more info, click User Guide

  • Q2. How long does it take to process the registration?

    1 working day.

  • Q3. Any requirement for registration?

    a) Must be 12 years old and above

    b) Photocopy of IC/Passport

    c) Bank Account for own used

  • Q4. How to refer your friends to register?

    a) You can copy the referral link to them

    b) You can send e-mail to them

    c) For more information, please click User Guide

  • Q5. How can I choose VIP number if I were to purchase Premium T.A.S.K

    a) Visit Tronexus HQ

    b) Visit Tronexus Member Self Registration

    For more information, please click User Guide

TRONEXUS MEMBER ACCOUNT

  • Q1. How to login to Tronexus Member account?

    a) Go to member.tronexus.com

    b) Key in your Tronexus Member ID (Tronexus mobile number) and password.

  • Q2. How to retrieve password if you have forgotten or your account is locked?

    a) For step by step guideline, please refer User Guide

    b) Or call Tronexus Customer Care Tel: 1-300-800-188 (9am - 6pm weekdays, excluding public holidays and replacement public holidays)

    c) Or email to us at cs@tronexus.com

  • Q3. Can I update my profile information (contact info and password) in Tronexus system?

    a) Yes you can.

    b) Go to member.tronexus.com

    c) Key in your Member ID (your Tronexus mobile number) and password.

    d) To update your contact info, click "View Profile" follow by "Edit".

    e) Change your password by clicking "Edit Password".

  • Q4. How to check my network

    a) Go to member.tronexus.com

    b) Key in your Member ID (your Tronexus mobile number) and password.

    c) Click "Network", then select "Manage Network" or "Network Treeview".

  • Q5. How to check my Bonus Point transaction?

    a) Go to member.tronexus.com

    b) Key in your Member ID (your Tronexus mobile number) and password.

    c) Click "Wallet", then select "Manage Bonus Point".

  • Q6. Can I refund my membership, if I were to cancel it?

    No, you can't.

BONUS

  • Q1. What is the minimum requirement to get the Performance Bonus?

    a) Reload MYR 10 monthly for Basic T.A.S.K members

    b) Reload MYR 30 monthly for Standard T.A.S.K members

    c) Reload MYR 50 monhtly for Premium T.A.S.K members

  • Q2. What can you do with your earned bonus?

    You can either convert it to cash, redeem for vouchers and redeem for reload

  • Q3. Is "Talktime Transfer" considered as Reload?

    No. You can transfer talktime credit to any subscribers of Tronexus, however it will not be considered as reload.

  • Q4. How to withdraw your bonus points into cash?

    You can either go to Tronexus HQ or withdraw it through Tronexus system.

    For more information, please click User Guide

  • Q5. How to withdraw your bonus points?

    a) Tronexus system

    i. You can now make your withdrawal on any working day.

    ii. Your withdrawal request will be processed within 3 working days.

    b) Tronexus HQ

    i. You can walk in to Tronexus HQ on any working day.

    ii. You’ll receive instant cash.

    Request made after 5pm will be treated as next day request.

  • Q6. Are there any charges for withdrawal?

    Yes, you will be charged MYR 3 per transaction.

Mobile Number Portability (port in / switch to Tronexus)

  • Q1. What are the requirements to port in to Tronexus?

    a) You must be aged 12 or above.

    b) You must have MyKad/Passport for verification.

    c) If you are using postpaid, you must settle all the outstanding/overdue payments with your current mobile service provider.

    d) You are not tied to any contract with your current mobile service provider.

    e) Your current mobile line is still active.

    f) You are not blacklisted from any mobile service provider.

    g) And others

  • Q2. Can I get someone else to submit my request to switch to Tronexus?

    No, only the owner of the mobile number is allowed

  • Q3. Will I be able to make calls after submitting my request to switch to Tronexus?

    Yes, your line should continue to work throughout the porting process. You will be advised to replace your SIM card once the process is completed.

  • Q4. I am switching to Tronexus from another prepaid service. Will I lose all my credits from my current prepaid account?

    Yes, your remaining credit will not be transferred when you switch to Tronexus. We advised that you utilise your credit but remain a minimum credit of MYR1 before porting to Tronexus.

  • Q5. Do I need to cancel my existing services before I port in to a new mobile service provider?

    No, you do not have to. Your existing services with the current mobile service provider will automatically be terminated once you have successfully ported to the new service provider.

  • Q6. Do I have to replace my SIM card?

    Yes, you will have to replace your current SIM card with the new Tronexus SIM card after the porting process is completed.

  • Q7. Will there be any failure during port in / switch to Tronexus?

    Yes, your request may be rejected by your current mobile service provider if:

    a) You have outstanding/overdue bills.

    b) You are blacklisted by your current mobile service provider.

    c) You are tied to a contract with your current mobile service provider.

    d) Your identification details are incorrect/incomplete.

    e) Your current line is no longer active.

    f) You did not indicate the full list of supplementary lines.

    g) And others

  • Q8. Any refund if the port in process failed?

    No, there will be no refund for the processing fees that is incurred.

  • Q9. How much will it cost to switch to Tronexus?

    a) No charges from Tron user to Tronexus.

    b) MYR10 processing fees will charged for users who port in from other operator.

  • Q10. Is there a minimum credit requirement to switch to Tronexus?

    Yes, you will need a minimum credit of MYR1 to switch over to Tronexus and is only applicable for prepaid customers.

  • Q11. Will there be any penalty fee if I decided to port out from Tronexus?

    No, there will be no penalty fee if you decide to port out from Tronexus. However, a minimum of 30 days is required before porting out to other operators and your Tronexus membership will be terminated.

  • Q12. Who do I contact for enquiries and help?

    You may refer our User Guide for more information.

    Alternatively, you may call Tronexus Customer Service Careline at 1-300-800-188 for enquiries and support from 9am to 6pm weekdays (exclude public holidays and replacement public holidays)

SIM CARD AND RELOADS

  • Q1. What happen if I misplace/lost my Tronexus SIM card?

    You will need to go to Tronexus Office to get a replacement card. Please note that charges may incur upon the replacement. Replacement card can only be done for activated mobile numbers.

  • Q2. How to reload in Tronexus Member system?

    For step by step guideline, please refer our User Guide

  • Q3. Can I reload outside Tronexus

    Yes. You can make your reload at 7-eleven, petrol station, and etc.

  • Q4. How much can I reload?

    a) MYR 10

    b) MYR 30

    c) MYR 50

    d) MYR 100

  • Q5. What is credit reload?

    a) You can credit an amount of money and store it in your account. The money can be used to make future reload by deducting the credit from your account.

    Minimum credit is MYR 100, Maximum credit is MYR 3000

RATES

  • Q1. What is the IDD rates?

    IDD MMS rate: MYR 1.50/MMS

    IDD SMS rate: MYR 0.50/SMS

  • Q2. Any offer if I purchase in large volume/quantity?

    Yes, but with minimum purchase of 100 premium T.A.S.K membership only.

    For Premium T.A.S.K, the price is MYR 269 per membership instead of MYR 299.

GST Information

  • Q1. What is GST and how will it affected Tronexus Members?

    GST is stands for Goods and Services Tax which is imposed by the government of Malaysia on 1st May 2015. Similar to most other services, all our products and telecommunication services will be subjected to GST tax at 6% rate starting from 1st May 2017.

  • Q2. When is the effective date on the GST Implementation for Tronexus?

    The effective date of the GST implementation for Tronexus commence as of 1st May 2017.

  • Q3. How do I know if I am charged GST tax?

    GST Tax Charges are indicated in the Tax Invoice for every Tronexus purchase.

  • Q4. I am an existing Tronexus member. When will GST be applicable to me?

    GST is applicable from 1st May 2017 when member makes subsequent purchases on products/reloads and services from Tronexus after the effective date. GST Tax Charges are indicated in the Tax Invoice for every Tronexus purchase.

  • Q5. When I purchase a new membership, will I be charged for GST and how much will it cost?

    GST is applicable on all membership purchased. All price quoted are inclusive of GST.

    Membership Item Cost (MYR) 6% GST (MYR) Total (MYR) Final Price (MYR)
    Basic T.A.S.K Basic SIM 1.89 0.11 2.00 29.00
    Basic – Member Activation 25.47 1.53 27.00
    Standard T.A.S.K Standard SIM 1.89 0.11 2.00 99.00
    Standard – Member Activation 91.51 5.49 97.00
    Premium T.A.S.K Premium SIM 280.19 16.81 297.00 299.00
    Premium – Member Activation 25.47 1.53 27.00
  • Q6. When I purchase reload from Tronexus, will I be charged for GST and how much will it cost?

    All price quoted for Top-up are inclusive of GST tax.

    Tronexus Reload (MYR) Airtime (MYR) 6% GST (MYR) Malaysian Total Airtime + GST Rebate*
    10.00 9.43 0.57 10.00
    30.00 28.30 1.70 30.00
    50.00 47.17 1.83 50.00
    100.00 94.34 5.66 100.00

    *To qualify for the prepaid reload GST, your account has to be registered with a MyKad or Army/Police Identification.

  • Q7. Who are entitled to get the GST rebate for Prepaid Services?

    All Malaysians are entitled to get GST rebate for prepaid services.

  • Q8. Will I be charged for GST when I port-in to Tronexus?

    Yes, GST charges is inclusive in your port-in fee of MYR 10.00.

  • Q9. If I withdraw cash from my bonus point, will I be charged for GST on my withdrawal?

    GST is only applicable on MYR 3.00 service charges for each withdrawal. MYR 3.00 quoted are inclusive of GST.

  • Q10. If I would like to upgrade my current membership, do I need to pay for GST charges?

    GST is applicable on all membership upgrade. All prices quoted are inclusive of GST.

    Membership Upgrade Cost (MYR) 6% GST (MYR) Total (MYR)
    Basic T.A.S.K to Standard T.A.S.K 75.47 4.53 80.00
    Basic T.A.S.K to Premium T.A.S.K 264.15 15.85 280.00
    Standard T.A.S.K to Premium T.A.S.K 198.11 11.89 210.00
  • Q11. Possible for my downline to claim the GST tax if he/she purchase the stock directly from me?

    Tronexus will only issue Tax Invoice to the members who made purchase and payment directly to Tronexus. Otherwise, it will be depending on the documents provided by the individual seller.

  • Q12. My Registered address is in the Free Trade Zone in Malaysia. Do I need to pay GST?

    Yes, you have to.

  • Q13. Whom shall I contact for further clarifications on GST?

    You may email your enquiry to our Customer Service Department at cs@tronexus.com or call 1300 800 188 (Local), 9am - 9pm daily.