FAQ 

 

A) Registration

• How to register new member and referral into Tone Excel system?

  • Purchase Tone Excel SIM card for RM90 from Branch / Service Centre or HQ.

  • Fill in the Official Tone Excel Registration Form and submit to Branch/ Service Center or Tone Excel HQ via email or fax for the registration proces

 

B) Tone Excel account

• How to login to Tone Excel account?

  • Go to website www.tonegroup.net:8080/toneexcel

  • Click on Tone Excel User Log In and key in the username (your NRIC/Passport) and password.

• How to retrieve password for forgot password or account locked?

  • Call our  Tone Excel Customer Care Tel: 010 - 5000969 / 010 - 5333969 ( Monday - Friday, 9 am - 6pm )

  • Or email to us at hq.care@tonegroup.net

• Can I update my information (profile, bank info, beneficiary and password) in Tone Excel system?

  • Yes you can.

    • Go to website www.tonegroup.net/temms

    • Key in the username (your NRIC/Passport#) and password

    • Update your profile in “Edit Profile”.

    • Update your bank info in “Edit Bank Info”.

    • Update your beneficiary info in “Edit Beneficiary Info”.

    • Change your password in “Change Password”.

• How to check my network and statement?

  • Go to website www.toneexcel.com

  • Key in the username (your NRIC/Passport#) and password.

  • Check your network in "View Genealogy (Uni Level)".

  • Check your income statement in "Statement".

C) Commission

 

• What is the minimum requirement to qualify the commission?

  • MUST top up minimum RM20 within the calendar month in order to enjoy commission. 

• Is "Credit Transfer" considering as Top Up?

  • No. You can transfer credit to any subscribers of Tune Talk, however it will not be considered as top up. Therefore percentage commissions will not be calculated.

• Why I did not get my commissions?

  • There are 4 reasons why you did not get your commissions: -

    • You may not fulfill the minimum monthly commitment of RM20.

    • Your total commission is less than RM30.

    • Your Tune Talk mobile service has expired hence so is your Tone Excel account.

    • Your bank account information is not complete. Please update.

• How to check the commission in my account?

  • Go to website www.toneexcel.com

  • Click on the “Statement”.

  • You can see the Expected Bonus Amount and your Personal Top Up.

• Why my personal top up still not captured in system?

  • Check when your personal top up has been done?

  • Check when is the “Last Updated Date” in your summary?

  • Is it the date you top up is after or before the date?

  • If the top up before the date, Call our Tone Excel Customer Care Tel: 010 - 5000969 / 010 - 5333969 ( Monday - Friday, 9 am - 6pm )

• When the bonus will be paid out for Fast Track bonus?

  • Fast Track Bonus is divided into two payout schedules. 

     

 

 

 

 

 

 

 

 

 

 

 

 

• How come my Fast Track Bonus is not captured?

  • Your newly referral(s) have not made the first phone call out / sms out. Please make sure that your referral(s) to do so.

• How the commission will be paid-out?

  • Commission will be bank in to their bank account when it reaches RM30 or more.

  • If the bonus not reaches RM30, the bonus will be bring forward to the following month .

  • Payout on 21st of the following month

• I do not have bank account, what will happen to my bonus?

  • Go to website http://www.tonegroup.net:8080/toneexcel/download.php

  • Download the Third Party Account Form, print out and fill up the form.

  • Send the complete Third Party Account Form to HQ by email at hq.care@tonegroup.net or fax to 0390540278 with the NRIC/Passport copy for both parties involved.

• Is there any charge for bank transaction?

  • Every transaction made will involve bank charge of RM3.

• Do I get commission if I do not have downline?

  • If you do not have downline, you will not get any commission except the Tune Talk points for the top up you have been done.

  • You’ll get the commission unless you have downline from each level (Level 1 - 6%, Level 2 - 3% and Level 3 - 11%) when they top up.

 

SIM Card Lost

 

• If my SIM card lost/spoilt, what I have to do?

  • Purchase SIM replacement of RM10 at HQ or your Service Centre/Branch

  • Send email with particular as below to hq.care@tonegroup.net

    • Name:NRIC/ Passport:Retained / Lost Number: (Need to be in active Status)New Serial Number ( New Sim) : (Need to registered & in active status)Attach copy of NRIC/Passport:Bought SIM replacement with whom: 

 

SIM Card Expired

 

• My sim card has expired. What should I do?

  • Call our  Tone Excel Customer Care Tel: 010 - 5000969 / 010 - 5333969 ( Monday - Friday, 9 am - 6pm )

 

Dispute

• I would like to lodge any dispute, how do I go about?

  • If you have a dispute, you can send email to hq.care@tonegroup.net