Frequently Asked Questions.

To add a user on eConfirm Global:
1. Log in as Admin.
2. Go to the ADMIN Tab.
3. Click “ADD USER.”
4. Fill in all the required fields and click the
5. “ADD” button to complete the process.
The user will receive a verification email to finalize their registration.

To register your firm branch on eConfirm Global:
1. Log in as Admin.
2. Go to the ADMIN Tab.
3. Click “ADD BRANCH.”
4. Fill in all the required fields and click the “ADD” button to complete the process.

To add a user under your firm branch on eConfirm Global:
1. Log in as Admin.
2. Go to the ADMIN Tab.
3. Click “ADD USER.”
4. Fill in all the required fields, select the branch, and click the “ADD” button to complete the process.
5. The user will receive a verification email to finalize their registration.

To resolve the “Invalid Practising Cert Number” error, follow these steps:
1. Send an email to [email protected] with the following details about the partner:
– Name
– Practising Certificate Number
– Email
– Audit License Expiry Date
– Status
2. Ensure that the partner is registered with the relevant regulatory bodies in your country, as this information will be verified.
3. eConfirm administrators will review the provided details and proceed with the addition of the partner.
4. Partners who are not authorized or properly registered with regulatory bodies will not be added.

The role you assign should match the user’s responsibilities:
1. User Administrator: Provides full administrative access, including creating, enabling, and disabling user accounts, generating and managing the company key, and overseeing user access.
2. Audit Executive: Ideal for users who need to submit confirmation requests and access audit-related documents and submissions.
3. Audit Manager: Suitable for users who need to submit confirmation requests, review related documents, and manage payments before submission to the bank.
4. Audit Partner: Suitable for partners of the firm who need to submit confirmation requests, review documents, and manage payments prior to submission to the bank.
5. Finance: Provides access to view all invoices within the audit firm, aiding in financial management and oversight.
6. Branch Admin: Offers full administrative access of the assigned Branch ONLY, similar to User Administrator, including creating, enabling, and disabling user accounts, managing the company key, and overseeing user access.
7. Group Manager: Accesses and reviews group management reports for the entire audit firm

To generate the Company Key:
1. Login as Admin.
2. Go to the Admin tab.
3. Select the Generate Key tab.
4. Set a PIN Number for your audit firm (Please note it down and keep it secure).
5. Click Generate Key (Only click once and wait for the system to generate the key).
6. Click Save the Company Key (Save the key on your computer and keep it secure).
7. Click “I have saved the Company Key in my computer.”
8. Click “Activate my Company Key.”

To set up the Company Key for all users:
9. Go to “User Profile.”
10. Click “Company Key.”
11. Enter your PIN Number and add the Company Key that you saved.
12. The Company Key will be set up successfully.
Note: Each audit firm only needs one Company Key and one PIN Number. The User Admin can distribute these to all users via WhatsApp, email, or a pendrive. For additional guidance, refer to the training modules available under the “Need Help” section at the top right corner.

If you cannot locate your Company Key, Extol will not be able to send it to you if it has been misplaced, and you cannot generate a new Company Key while an active one exists.
To resolve this issue, your Audit Firm should send an official revocation letter to Extol. The letter must be with your company letterhead, signed by authorized company representatives, and stamped with your company stamp. After Extol processes the revocation, your User Admin can generate a new Company Key for your Audit Firm.

Reasons for Account Deactivation/Blocking:
Inactivity: If you haven’t logged in for 90 days.
Incorrect Password: If you’ve entered the wrong password 3 times.
Solutions:
a. For User Admin Accounts: Send your full user ID (AF Number + User ID) and email to [email protected] to reactivate your account.
b. For Non-User Admin Accounts: Contact the user admin at your audit firm to reactivate your account.
c. For Branch User Admin Accounts: Contact the user admin at the main branch to reactivate your account.

Yes, you are required to change your password every 60 days. Please ensure that the new password is not one of your last 4 passwords.

Yes, other engagement team members can access the confirmation request and reply under the following conditions:
• Before Resignation: The creator and/or approver can add team members from their audit firm to the requests they are involved in.
– The original ‘Executive’ (creator), ‘Manager,’ and ‘Partner’ (approvers) cannot be altered or removed.
– These original users can appoint or remove new team members without requiring additional approval.
– Administrator users can appoint or remove team members using the search request ID function, although they cannot view the content of the confirmation request.
– Newly added team members will have the ability to communicate with the bank, view, receive, and download confirmations, as well as send, receive, and download re-confirmations.
• Approval Stage: This function is available only after the confirmation request has passed through the approval stage by the ‘Manager’ and ‘Partner’ (approvers).
• Team Member Management: Team members can only be appointed or removed one confirmation request at a time, not in batches.

Yes, you can subscribe to daily summary report emails to receive notifications for confirmation replies from banks. To subscribe:
1. Go to User Profile.
2. Tick the “Notification alert” checkbox.
3. Click Save.

If you wish to stop receiving the daily summary report emails, you can return to the same page and deselect the checkbox.

Yes, your Audit Firm may continue to use its existing bank confirmation request letter template. However, it is essential to include specific conditions to ensure clients are fully informed before providing their authorized signature and granting permission for the submission of the bank confirmation request via eConfirm.my. These conditions include:
a) there will be a fee of RM100 per confirmation for using the online bank confirmation platform and the fee is to be paid to Extol Corporation Sdn. Bhd;
b) this RM100 per confirmation fee is in addition to the fee I/we currently pay to the bank concerned for providing the bank confirmation service; and
c) my/our financial information will be available in the Platform for a period of 6 months from the confirmation date in the online bank confirmation platform.
Participating banks may not process requests if these conditions are not included in your existing template. However, your Audit Firm may modify conditions (a) and (b) if it chooses not to charge clients for the platform usage fee.

When submitting an online confirmation request via eConfirm, the specific bank address is no longer critical. You may use either the bank’s headquarters address or the branch address as shown in eConfirm Global However, the address on the “Client consent letter” must be consistent with the address used in the confirmation request letter.

No, you should not submit the confirmation request twice—both manually via mail and electronically via eConfirm.my—as this may result in your client being charged twice for the same confirmation request.

The turnaround time (TAT) varies by bank, typically ranging from 3 to 14 working days. If your request exceeds 14 working days, please contact us at [email protected] and provide details such as the request ID for further assistance.

Generally, only one confirmation request is required for all accounts with the respondent bank, even if the accounts are maintained at different branches and have different signatories. Most participating banks in eConfirm Global have a centralized center to process confirmations. For different signatories, it is advisable to combine all letters into one PDF file and submit a single request.

However, some banks, such as RHB Bank, may have specific procedures where requests are processed by product type. The process may vary and could be revised from time to time.

For conventional and Islamic bank accounts, you can submit a single audit confirmation request for all facilities maintained by those entities, ensuring that you list both bank names on the letter.

However, for entities such as Asset Management or Investment Bank, a separate confirmation request letter is required, as these are handled by different teams.

Common reasons for rejection include:
a. Duplicate Submissions: Submitting the same request both via eConfirm.my and through post or courier.
b. Multiple Requests: Submitting duplicate requests for the same company across different branches of the same bank (e.g., Maybank KL branch and Maybank Johor branch). One request letter is sufficient.
c. Missing Documents: Failure to upload the “Client consent and authorisation letter” along with the bank confirmation request letter.
d. Insufficient Funds: The client’s account does not have sufficient funds or the client does not have a current account with the bank. The bank will communicate with the auditor via the platform for further information and instructions.
e. Authorized Signatories: Ensure the correct authorized directors’ signatories and company stamp are used as per bank records.
f. Proper Documentation: Confirm that the letter is properly dated and includes the financial year-end date.
g. Consistent Information: Verify that the company name and number are accurate and consistent with bank records.
h. Correct Client Information: Ensure that the client information in eConfirm.my matches the request letter.

Yes, the rejection reason must be provided by the Bank for any rejected confirmation request. You can also use the correspondence box to request further clarification from the Bank regarding the rejection reason(s). This correspondence box remains open for 14 days from the date of the rejection.

A charge code is your Audit Firm’s internally generated code used for client billing purposes. It may also be referred to as a billing code, finance code, engagement code, or client code. If your firm does not use a charge code for a client, you may select the option “Charge Code Unavailable.”

Yes, you can submit bank confirmation requests for such organisations. When creating the client information, input “Not Applicable” or “N/A” in place of the company number.

If the information in the bank’s reply letter is incorrect or incomplete, you can submit a reconfirmation request. To do this, select the request ID and click the reconfirmation button, providing a detailed reason for the request.

There will be no additional charges for submitting a reconfirmation request.

Yes, you may request prior year bank confirmations. For companies with multiple financial year ends, only one request letter is required. Ensure that all relevant financial year ends are included in your authorization letter. On the platform, select “ADD MORE” in the FYE section when creating the request. The platform will then automatically generate requests for the specified financial year ends. The charges will be applied according to the number of confirmations requested.

To see the approver’s name in the dropdown, type the first three letters of their name. Additionally, ensure that the approver’s account is active. If the name still does not appear, verify that the approver has been properly registered and their account is set up correctly.

No, filling in the client company’s account number is not a compulsory field.

Once a request has been sent to the Bank, it cannot be canceled directly through the system. To cancel or reject a request, you need to use eConfirm’s internal correspondence feature to communicate with the Bank. If the request has been mistakenly confirmed by the Bank, it will only be considered for cancellation if a cancellation request was made before the confirmation.

For further assistance, auditors should contact eConfirm’s Customer Support to inform them of the issue, so they can also notify the Bank.

Yes, you need to submit a confirmation request letter every year for the same client. This is necessary because there may be changes in the client’s authorized signatories, company stamp, or auditors. Submitting a new request ensures that all the information is up-to-date and accurate.

No, client creation is a one-time process. You only need to create the client once. Ensure that both the company number and name are accurate as per the audit report. You can use the same client information for subsequent audit cycles.

No, the approver cannot edit the requests. The approver can only view the requests, add remarks, download the PDF, and change the status of the request (approve or disapprove).

The bank confirmation reply letter will be retained for 6 months from the date of the first Bank Confirmation Reply or 1 month from the date of the last Bank Reply (if there is a reconfirmation request), whichever is later. The PDF file will be deleted automatically without prior notification.

You can view a list of all onboarded Banks by visiting eConfirm Global participating banks.

• Request will need to be paid by auditor/client accordingly.
• Request will be auto rejected after 14 days if there is no activity or payment made to the banker

The global platform fee is RM100 per submission. Additionally, there is a one-time activation fee of RM100 for each partner within the audit firm.

No fee will be charged if the bank rejects the confirmation request.

Rejected requests have a 14-day grace period to resubmit a new request for the same client at no additional cost. After this period, any new requests will incur charges, and the initial platform fee will be forfeited.

No additional fee will be charged for reconfirmation requests.

Yes, the platform fee for eConfirm Global is separate from the bank’s charges for audit confirmations. The bank’s charges are billed directly to the client’s account, while the platform fee is billed to the audit firm at the time of request submission.

The charges vary from bank to bank. Please refer to the bank’s website or consult with bank officers at their branches for specific fee information.