Having technical issues? This comprehensive guide covers solutions to the most common problems encountered during MDAC application and submission. Follow our troubleshooting tips to resolve common issues.
Common MDAC Application Issues
Many travelers encounter technical difficulties when completing their Malaysia Digital Arrival Card (MDAC). This guide provides step-by-step solutions to resolve the most frequent problems.
Categories of Common Issues
- Website Access Problems: Cannot load or access the MDAC portal
- Form Submission Errors: Application won't submit or shows error messages
- Payment Processing Issues: Payment failures or processing errors
- Document Upload Problems: Cannot upload required documents
- Confirmation Email Issues: Not receiving confirmation emails
- Technical Browser Problems: Compatibility and performance issues
Website Access and Loading Issues
Problem: Cannot Access MDAC Website
Symptoms:
- Website won't load or shows "site cannot be reached"
- Page loads partially or appears broken
- Constant loading or timeout errors
- Redirected to wrong or suspicious websites
Solutions:
- Verify Correct Website: Ensure you're using the proper MDAC application portal
- Check Internet Connection: Test with other websites to confirm connectivity
- Clear Browser Cache: Delete cookies, cache, and browsing data
- Try Different Browser: Use Chrome, Firefox, Safari, or Edge
- Disable VPN: Turn off VPN or proxy services temporarily
- Check Firewall Settings: Ensure firewall isn't blocking the website
- Try Different Network: Use mobile data instead of WiFi or vice versa
Website Working Now? If you've resolved the access issue, proceed with your MDAC application before the problem returns.
Problem: Website Loads Slowly or Partially
Solutions:
- Wait for peak hours to pass (avoid 8-10 AM and 6-8 PM Malaysia time)
- Refresh the page after waiting a few minutes
- Close other browser tabs and applications
- Use a wired internet connection instead of WiFi
- Try accessing during off-peak hours
Form Submission and Application Errors
Problem: "Application Cannot Be Submitted" Error
Common Error Messages:
- "Please complete all required fields"
- "Invalid data format detected"
- "Session expired, please start again"
- "System temporarily unavailable"
Solutions:
- Check Required Fields: Ensure all mandatory fields are completed
- Verify Data Format: Check dates, phone numbers, and passport numbers
- Refresh Session: Start a new browser session
- Complete in One Session: Don't leave the application open for extended periods
- Use Correct Date Format: Follow DD/MM/YYYY or MM/DD/YYYY as specified
- Check Special Characters: Avoid special characters in name fields
Pro Tip: After fixing form errors, start a fresh application to avoid cached data issues.
Problem: Data Validation Errors
Common Validation Issues:
- Passport Number: Ensure exact match with passport (no spaces or dashes)
- Date of Birth: Must match passport exactly
- Name Fields: Use exact spelling from passport
- Email Address: Check for typos and valid format
- Phone Number: Include country code without special characters
Step-by-Step Troubleshooting Process
1
Identify the Problem
Note exact error messages, symptoms, and when the issue occurs during your application process.
2
Try Basic Solutions
Clear cache, try different browser, check internet connection, and disable browser extensions.
3
Apply Specific Fixes
Use the targeted solutions provided in this guide based on your specific error type.
4
Test and Apply
Once issues are resolved, immediately proceed with your MDAC application.
Payment Processing Problems
Problem: Payment Declined or Failed
Important Note:
The MDAC is free of charge. If you're being asked for payment, you may be on a fraudulent website. Verify you're using the official MDAC portal.
If Payment is Required (Third-party Services):
- Check Card Details: Verify card number, expiry date, and CVV
- Ensure Sufficient Funds: Check account balance
- Contact Bank: Verify international transactions are enabled
- Try Different Card: Use alternative payment method
- Check Currency: Ensure correct currency is selected
- Clear Browser Data: Remove saved payment information
Problem: Payment Processed but No Confirmation
Solutions:
- Wait 24-48 hours for processing
- Check email spam/junk folders
- Contact payment processor customer service
- Keep payment confirmation receipts
- Check bank statement for charges
Document Upload Issues
Problem: Cannot Upload Required Documents
Common Upload Errors:
- "File size too large"
- "Invalid file format"
- "Upload failed, please try again"
- "Document not clear or readable"
Solutions:
- Check File Size: Reduce image size to under 2MB
- Use Correct Format: Upload JPG, PNG, or PDF files only
- Improve Image Quality: Ensure documents are clear and readable
- Proper Lighting: Take photos in good lighting conditions
- Full Document Visible: Ensure entire document is in frame
- Compress Files: Use image compression tools if needed
- Try Different Browser: Some browsers handle uploads better
Documents Ready? Once you've prepared your documents correctly, upload them in your MDAC application.
Document Quality Requirements
- Resolution: Minimum 300 DPI for scanned documents
- Clarity: All text must be clearly readable
- Color: Color documents preferred over black and white
- Orientation: Document should be right-side up
- Completeness: Entire document must be visible
Browser Compatibility Issues
Recommended Browser Settings
Supported Browsers
- Google Chrome (latest version)
- Mozilla Firefox (latest version)
- Safari (latest version)
- Microsoft Edge (latest version)
Browser Settings
- Enable JavaScript
- Enable cookies
- Disable ad blockers
- Allow pop-ups for MDAC site
Problem: Browser Compatibility Errors
Solutions:
- Update Browser: Use the latest version
- Enable JavaScript: Required for form functionality
- Clear Cache: Remove stored website data
- Disable Extensions: Turn off ad blockers and other extensions
- Try Incognito Mode: Use private browsing mode
- Reset Browser Settings: Restore default settings
Mobile Device Issues
Problem: MDAC Application Not Working on Mobile
Mobile Tip: While mobile applications are possible, desktop computers often provide better stability. If mobile issues persist, try applying from a computer.
Solutions:
- Use Desktop/Laptop: MDAC portal may work better on computers
- Mobile Browser: Use Chrome or Safari mobile browsers
- Request Desktop Site: Enable desktop view in mobile browser
- Stable Internet: Ensure strong WiFi or mobile data connection
- Close Other Apps: Free up device memory
- Update Browser App: Use latest version of mobile browser
Confirmation Email Problems
For detailed guidance on confirmation email issues, see our dedicated confirmation email troubleshooting guide.
Quick Solutions:
- Check spam/junk folders thoroughly
- Verify email address was entered correctly
- Wait 24-48 hours for processing
- Contact MDAC support with application details
No Confirmation Email? If you haven't received confirmation after 48 hours, you may need to submit a new application to ensure your travel isn't affected.
System Maintenance and Downtime
Problem: "System Under Maintenance" Message
Solutions:
- Wait and Retry: Maintenance usually lasts 1-4 hours
- Check Official Announcements: Look for maintenance schedules
- Try During Off-Peak Hours: Early morning or late evening
- Plan Ahead: Submit MDAC well before travel dates
Typical Maintenance Windows
- Daily: 2:00 AM - 4:00 AM Malaysia Time
- Weekly: Sunday nights for system updates
- Monthly: First weekend of each month
- Emergency: Unscheduled maintenance for critical issues
System Back Online? Once maintenance is complete, apply immediately before the next maintenance window.
Error Code Reference
Common Error Codes and Solutions
| Error Code | Description | Solution |
|---|---|---|
| ERR_001 | Invalid passport number format | Check passport number for accuracy |
| ERR_002 | Date format incorrect | Use DD/MM/YYYY format |
| ERR_003 | Email address invalid | Verify email format and spelling |
| ERR_004 | Document upload failed | Reduce file size and try again |
| ERR_005 | Session timeout | Start new application session |
Error Fixed? After resolving any error code issues, restart your application with the corrected information.
When to Contact Support
Contact official MDAC support if you experience:
- Persistent technical errors after trying all solutions
- Payment issues that cannot be resolved
- No confirmation email after 48 hours
- Urgent travel within 24 hours without MDAC
- System errors that prevent application completion
Prevention Tips
Best Practices to Avoid Issues
- Use the correct MDAC application portal only
- Complete application during off-peak hours
- Use a reliable internet connection
- Have all documents ready before starting
- Use updated browsers with JavaScript enabled
- Complete application in one session
- Double-check all information before submitting
- Submit MDAC well in advance of travel
Emergency Situations
Traveling Within 24 Hours Without MDAC
Urgent Action Required
- Contact Malaysian embassy or consulate immediately
- Explain your urgent situation and technical difficulties
- Provide all attempted solutions and error messages
- Request emergency assistance or alternative procedures
- Consider postponing travel if MDAC cannot be obtained
Last Resort: If all troubleshooting fails and you must travel urgently, try one final application attempt from a different device or location.
Alternative Solutions
If Technical Issues Persist
- Different Device: Try using a different computer or mobile device
- Different Location: Use internet from different location
- Internet Café: Use public computers with reliable internet
- Ask for Help: Have tech-savvy friend or family member assist
- Travel Agent: Some agents can assist with MDAC applications
Contact Information for Technical Support
MDAC Technical Support Information
Email: techsupport@mdac.gov.my (example)
Phone: +603-8880 1000 (Immigration Department)
Hours: Monday-Friday, 8:00 AM - 5:00 PM (Malaysia Time)
Website: Check the MDAC application portal for current support contact details
Issues Resolved?
If you've successfully resolved your technical problems, don't wait - complete your MDAC application now to secure your travel authorization.