Frequently Asked Questions

Frequently Asked Questions

Account Activation

How do I activate my eCommunity account?

a. Download eCommunity App from:
Google Playstore and Apple App Store: http://onelink.to/6q8j5c

b. Select “FIRST TIME ACTIVATION” and “VERIFY MY EMAIL or MOBILE NO.”

c. Key in and verify your Unit No. and Email or Mobile No.

d. Key in the 6 digits OTP that received from your email or mobile no. (If verify by using email, OTP will send to your email. Whereas, if verify by using mobile no., OTP will send to your mobile no.)

e. You have successfully activated your account.

What do I do if unable to activate my eCommunity account?

a. Please ensure your House or Unit No. is entered in the correct format.

b. Email address or mobile no. MUST match with the records that maintained by your management office.

c. You may contact your management office for assistance.

What do I do if I want to change my details?

Please contact your management office for any changes of your details as proof of property ownership is required for verification.

What do I do if I forget my password?

a. Select “Forget your password” in the login page of your app.

b. Key in your username (email or mobile no.)

c. Key in the 6 digits OTP that received from your email or mobile no.

d. Key in your new password.

How to change my password?

a. Select “Settings” at the bottom of your app home page.

b. Select “Change Password” under Option.

c. Key in your current password and new password.

eNotice

Can residents reply to the notices?

No, you can’t. eNotice is a one-way communication channel from management to residents only.

Can residents delete outdated notices?

No, you can’t. Notices are controlled by management. Only management has the authority to remove the notices if they thought that notices are not relevant anymore and it would disappear from resident’s account.

Can residents post notice?

No, you can’t. Only management has the authority to post.

eBilling

Is it secure to pay through eCommunity?

Yes. We are only providing the platform to ease the process for you to pay monthly fees. You are paying through the payment gateway that your committee sign up with.

What are the benefits of using eBilling?

Choose the facilities you’d like to book, then select a time and date, and then follow the on-screen instruction to confirm your booking.

Can I view my upcoming bookings?

Yes, you can view your upcoming bookings in the app. Go to the “Bookings History” section to see a list of your scheduled bookings.

Can I modify or cancel a booking?

Most bookings can be modified or canceled within a certain time frame before the booking date. Check the app for specific details on the cancellation policy for each service.

Can I get a refund if I need to cancel my booking?

Refund policies vary depending on the management and the cancellation time frame. For information regarding refunds, you can check with your management.

eBooking

What is eBooking?

The app’s eBooking feature enables users to easily book facilities in the residential area.

How do I make a booking?

Choose the facilities you’d like to book, then select a time and date, and then follow the on-screen instruction to confirm your booking.

Can I pay in advance by using eBilling?

No, you can’t. You can only pay the exact amount stated in the app.

Will I get payment receipts or invoices right away?

Yes, you will receive receipts and invoices in your app and email immediately.

I pay by cheque, cash or bank transfer, but the status is still unpaid. What should I do?

Please check with your management to update the status.

eVisitor

What is eVisitor and how does it work?

eVisitor feature is allow residents to register your visitors or guests in advance prior to the actual visit day. A QR code will be generated instantly for you to share to your visitor or guest for quick verification and check in at guardhouse.

What is the purpose of QR code?

A QR code is used in eCommunity Visitor Management System to speed up the registration process in guardhouse. Each QR code is tied up to one registration. Visitors will need to show their QR code for scanning at guardhouse in order to perform check-in or check-out.

How does the guard scan the QR code?

eCommunity guard app has in-app QR code scanner. Guard will use the tablet or smart phone that prepared by management office to perform the scan.

What if the visitor comes to the community with different vehicle that pre-registered by residents?

Guard is allowed to edit visitor’s information such as vehicle number, name, NRIC and mobile no.

Will I get any notification if my visitors arrived or leaves?

Yes, you will receive app push notification while guard perform checked-in and checked-out actions.

eContact

Can residents add their own emergency contacts?

No, you can’t. This emergency contacts are updated by management.

Can residents delete the emergency contacts?

No, you can’t. Emergency contacts are managed by management.

eForm

What is eForm and how does it work?

eForm feature is allow the residents to submit application forms that need approval from management such as contractor application form, moving in and out application form and etc. Resident can monitor the status of submitted forms by using this feature.

Who can see the form that I have submitted?

Only management will be able to see the forms.

Can I make payment from the app if application incurred fees?

Yes, you can. A “pay” button will appear in the form after management approved. You may use payment gateway to make payment directly. A worker permit will be generated after payment made.

Can I share the permit to my contractors or workers?

Yes, you can. You may view your permit by clicking “Print” button in your approved form. Then, select more button (>>) at your top right to share the permit to your contractors or workers.

Will the guard aware of the arrival of my contractors or workers?

Yes, approved contractors or workers information will display in guard portal daily.

How contractors or workers check in by using this permit?

They need to show this permit to allow guard to search this ticket number from guard portal and perform check in process.

eFeedback

What is eFeedback and how does it work?

eFeedback feature is allow the residents to lodge complaints, suggestions or reports. Resident can monitor the status anytime, anywhere.

Who can see the report that I have lodged?

Only management will be able to see the reports you’ve lodged.

Will I get notified if management update the report that I have lodged?

Yes, you will receive an app push notification when management updated or commented the report.

The reports lodged will be shared automatically with all residents?

No, the reports will not be shared to all residents. Only management can view and revert.

Can I reply or provide extra information to the report that I have lodged?

Yes, you can. You may reply by clicking the “Add Note” button in your report.

eDocument

Who can upload or update the documents?

Only management can upload or update the documents.

Can I download or share the documents to my mobile phone?

Yes, you can. You may download or share the document by clicking more button (>>) at your top right of your document.

ePolling

Can residents create a poll?

No, you can’t. Only management can create polls.

How do residents cast a vote?

Click into the poll, give your response after reading the questions sent by management.

Can I change my vote?

No, you can’t. You can only vote one time. Please cast your vote wisely.

Why I can see the vote but my tenants and family members can’t?

Because the management have set the poll could only be seen by the owners.

Marketplace

What is Marketplace all about?

Marketplace, as the name suggests is a new module introduced by eCommunity, to help provide a platform for everyone to buy and sell products and services. This acts as a virtual market-place for you all to come together and support your community. You as a user, are free to post items for sale, offer services, discover awesome deals, and make purchases, even arranging for pick-ups— all through the eCommunity App.

We hope to create a thriving community for local buyers and sellers, making it effortless for everyone to earn and save money, reuse/recycle resources, and connect with their community in a safe and friendly environment, with just their smartphone.

This is, Marketplace.

Your community sphere.

Merchant

Who can be a merchant?

All eCommunity users can be merchants on Marketplace. Simply set-up your merchant account through the app and list the product and/or services you provide—it’s that simple! Now you’re free to establish your online presence on the eCommunity App and connect with your fellow neighbours.

What type of products can l sell on Marketplace?

You are free to sell anything, with no limitations on the range of products. As the merchant, it is your responsibility to ensure the sale is legal, that the products are accurately described, packaged, shipped, warranted, and fulfilled in respect of all sale and after sale obligations required by the law or trade.

What kind of services can I offer on Marketplace?

You are able to provide any service and even create a package of services under a variety of price ranges. As the merchant however, it is your responsibility to ensure the service provided is legal and in respect of all sale and after sale obligations required by the law or trade.

Do I get to set my own prices on the products/services?

Yes, you can set the price of your choice for products/services as long as it is reasonable. However, please take note of the commission and payment fee charged, and feel free to consult the Terms of Trade for further details.

When and how will I get paid?

You will be able to see your pending claimable amount 7 days after the completion of your order under the “Payment Report” section. eCommunity will release the payment to your registered bank account within the next 10 working days after order completion.

What if I am unable to fulfil a product/service request?

For products, please ensure you have adequate stock availability as there will be a cancellation fee to be incurred if the merchant cancels the order once it has been placed by the buyer.

For services, you may liaise with the buyer through our in-app chat to reschedule/cancel the service request.

This is my first time running a business account. Do you provide any assistance? How much support do merchants get?

We here at eCommunity act as only the e-commerce platform, however you can contact [email protected], if you need any further assistance.

Do I have to deliver the orders by myself?

Yes, as this is a virtual community marketplace where trading happens within your own Marketplace, we encourage merchants to arrange their own deliveries or liaise with the buyer in arranging self-pickups.

Which payment methods are available to my customers?

We currently provide payments through Credit Card, FPX and E-Wallet.

How do refunds and returns work?

When the customer requests for a return/refund, merchants are required to respond within 7 days of receiving the request. In issues relating to refunds, communication shall be solely between the buyer and the merchant. However if no response is sent by the merchant, eCommunity will accept and process the request, issuing a full refund to the customer.

If a merchant rejects the customer’s request for a return/refund, they may file a report to eCommunity and we will act as a mediator to assist all parties in reaching a final decision.

How do I check if a customer’s transaction is successful?

For Products: If the merchant receives an order from a customer, the transaction was successful. You are now able to accept and fulfil the order as you wish.

For Services: The transaction is successful when the order status shows “Completed”.

User

How can I place an order for a product/service?

For Products: Browse through and select your product, and the amount you’d like. You can then click “Buy Now” or “Add to Cart” if you want to keep browsing. Once you’re ready to pay, simply go to your cart, choose your shipping method, checkout, and proceed to payment.

For Services: Browse through and select your preferred service, and the package you’d like. Next, choose the date and time you would like and upload any attachment if necessary. Please add remarks to help merchants better understand the service you need. Simply click submit and wait for your order to be accepted. Once the service is done by the merchant, the final payment amount will be updated for you to make the payment within the app.

What type of products can l sell on Marketplace?

Marketplace only acts as an e-commerce platform, if an invoice is needed, kindly liaise with the merchant directly for an official invoice.

How do refunds and returns work?

If a merchant rejects your request for a return/refund, you may file a report to eCommunity and we will act as a mediator to assist all parties in reaching a final decision.

What if I want to cancel my order/request for a service?

You are free to cancel your order anytime before the merchant accepts the order for a product or fulfils the request for a service.

What if the product/service is poor quality/damaged/inadept/etc.?

You can request return/refund of the product/service if unsatisfied.

What do I do if I do not receive the product/service?

If you have not received your product/service, please contact us at [email protected]

When will I receive my order/ have my service fulfilled?

On matters relating to the delivery/completion time of an order/service, kindly liaise with the merchant directly.

What are the Points in my account?

You earn reward points with every transaction you make in your Marketplace, as well as any reviews you make after receiving the product/service, all of which are redeemable in your future purchases.

How do I leave a rating and review for a product/service?

Once you have received your order/product you will be able to leave a rating and review.

Where can I see a merchants rating and review?

The merchants reviews and ratings are visible on the product/service page.

How do I chat with a merchant?

You can click the chat button on the merchant’s product/service information page to start a conversation with them

How do I report a merchant?

Reports concerning rejection of return/refund requests can be done through the app. For other matters, do not hesitate to email [email protected]

Sub-User

How many sub-users can be created?

Total 10 sub-users, 5 Tenants and 5 Family Members.

Can family members or tenants create sub-users?

No, only owner has the authority to create sub-users.

Is it mandatory to fill NRIC/Passport No. when create sub-users?

Yes, it is mandatory. It is because NRIC/Passport No. is the key to link eCommunity accounts. For example, you are the family member of Unit 1-1 and Unit 3-1. You are allow to switch between this 2 units by using ONE (1) username and password if both owners input same NRIC/Passport No. when perform sub-user creation.

Is it mandatory to fill both contact no. and email address when create sub-users?

Yes, it is mandatory. It is because owner does not know this users will activate the account by using contact number or email address.

How does sub-users activate their account?

Tenants or family members will receive an email from eCommunity regarding the accounts have been created successfully. The procedure of activate sub-users account are exactly the same as owner. (Please refer to Account Activation No. 1)

Can I stop my tenants or family members login to the app?

Yes, you can. As owner, you can deactivate their accounts by pressing “Deactive” button in tenant or family member profiles.

Committee

Who are the committees?

The committees are the Management Corporation Strata Title (MCST) chosen by your community in the AGM.

Can I see their designations?

Yes, you can.

Can I see their personal information?

No, you can’t. You can only see their name and designation.

Switch Unit

Who can switch unit?

Users who have more than 1 unit can switch units.

I owns few units in my community, why I can’t switch units?

It is because your NRIC/Passport No. in the system are different. Please inform your management to update your NRIC/Passport No.

I owns units in different communities, can I use switch unit feature to manage my other units in other communities?

You may use switch unit feature if your other communities are also using eCommunity system.

*Note: Your NRIC/Passport No. MUST be the same in all communities.