The installation charge for the wallbox is RM1,388.00 for a Single Phase and RM1,688.00 for a Three Phase. There is also a RM200.00 assessment fee that must be paid in advance when using the app. Will this RM200.00 assessment fee be deducted from the installation fee?
Yes, the RM200 assessment is deductible from the total price of installation.
2
If the car is not delivered before the charger installation quotation expires, are there any options to extend the validity of the quotation?
The pricing for standard items based on the home assessment form should remain valid even after the one-month period.
3
Who is responsible for what in the wallbox installation process?
The appointed installer will be responsible for the assessment and installation for the customer. During assessment, the installer will be determining the scope of installation. If the scope is within the standard package, customer shall be paying RM1,388 (Single Phase) or RM1,688 (Three Phase). If the scope exceeds the standard package, any additional cost will be on top of the price.
4
Why are the installation costs high if the wallbox and installation are handled separately?
The standard installation price offered are within the current market price. The unit price rate of additional scopes is also controlled to be within the current market price. The services are being done by professional installers with ST certification that ensures quality and safety for customers. 2 years warranty is also included in the services provided.
5
If the customer has already booked a home assessment, can the appointment be rescheduled, or should they cancel and rebook it?
Yes, the dates can be adjusted by the installer. We will ask the installer to reschedule directly with the customer. Typically, the installer will contact the customer within 3 days after the assessment order has been paid.
6
If a customer upgrades from a single-phase to a 3-phase home charger, does the original booking get cancelled and require a new assessment to be made?
The assessment should not have been cancelled when upgrading from a single-phase to a 3-phase home charger. The assessment can proceed as planned; you simply need to inform the installer that it will now be for a 3-phase installation instead of a single-phase. Regarding the home charger selection, the 22kW upgrade charger should be chosen by the dealership in the vehicle retail order and listed under accessories.
7
Can customers who are unable to access the scanning function in the Proton e.MAS app still use it for charging?
Customers without a car linked to their account in the eMAS app won’t be able to start a charging session. However, they can still view the availability of chargers.
8
Is the availability of the "Start Charging" button in the Proton e.MAS app based on the car’s or the phone’s location, and how long does it take for the button to refresh and become enabled?
No location restrictions unless a charging station is unavailable. Please ensure the following:
Ensure you are logged into the e.MAS app.
Verify whether the account has the car linked to it.
Confirm that the phone number used in the app matches the one provided during the entire sales process.
The dealer must complete the “outbound” process.
9
A customer reported an issue with the Proton e.MAS app where the charging session is stuck and cannot be ended, despite confirming with chargeEV that there is no active session. The customer has been unable to end the session for several days. What could be causing this issue, and how can it be resolved?
This was caused by a missing system response from CPO when charging failed to start properly which has been reported to them.We are also working on a workaround to avoid our app not able to end it when these happen.
10
Why did the customer have to manually lift the parking barrier to end the session again at the same ChargeSini station, and why did the app show the "End Charging" time as 12:57 pm, which is 2 minutes later than the session's actual end time of 12:55 pm?
The barrier should lift automatically within 30 seconds after the car leaves. Please advise the customer to wait and check if the barrier has lifted before leaving. If it hasn't lifted after 1 minute, they should contact ChargeSini customer service or us to prevent another car from using the station.
11
A customer reported an issue with the e.MAS app where the "I'm here, start charging" button is unresponsive. The car was correctly parked in Bay 1, and the connector was inserted properly. The customer was able to charge using the ChargeSini app in the same bay, so they suspect the issue is with the e.MAS app. What could be causing this, and how can it be fixed?
Please ensure that the account is logged in and that a car has been successfully bound to the account.
12
How to activate or add a payment method for charging in Proton e.MAS app?
Accepted payment cards are Visa or Master both Debit and Credit. The card information can be added for the first time during initiation of the charging session. Please check the save payment information option to avoid having to provide the card information again for future payment.Kindly refer to our social media video below for a step by step guide and make sure that you have logged into your account. Only accounts with a car can use Proton e.MAS app to start and pay for charging sessions for now.
13
How to use public charging?
Kindly follow the steps for public charging:
Open the Proton e.MAS app
Click the “Service” icon
Click the “Charging Map” banner
Click on the desired charging
Select the available charging gun
Click “Start Charging” when you are ready to charge
Please follow the payment instructions carefully
14
How to use home wallbox charger?
Kindly follow the steps for home wallbox charging:
To start charging, just open your car’s AC charging port.
Take the charging nozzle and plug it into your car.
Wait a few seconds – the charger will start automatically. You’ll hear a click sound when it connects properly.
To stop charging, you can either press the unlock button on your car key or use the stop button on your car’s screen (DHU).
You’ll hear another click sound – that means charging has stopped and it’s safe to unplug.
Unplug the charger and place it back in its holder.
Kindly follow these steps to charge using RFID Card:
Once the charger is installed, the installer will need to enable the RFID feature to use with your RFID card.
To start charging, first open your car’s AC charging port.
Take the charging nozzle and plug it into your car.
Tap your RFID card on the charger. After a few seconds, the charger will start. You’ll hear a click sound when it connects properly.
To stop charging, tap the RFID card again or press the stop button on your car’s screen (DHU).
You’ll hear another click – that means charging has stopped and it’s safe to unplug.
Unplug the charger and place it back in its holder.
15
Is wall box installation mandatory or optional?
The installation with our appointed installer is optional but to maintain the warranty of the home charger, the installation must be done with our appointed installer.
16
Why is an RM100 pre-authorization charge being applied? (public charging usage through e.MAS app)
The RM100 pre-authorization charge applied when using the e.MAS app for public charging is a standard temporary hold initiated to ensure that the payment method is valid and has sufficient funds to complete the charging session. This pre-authorization process is a common practice across various digital payment and fuelling platforms, including EV charging networks, to prevent incomplete transactions and to safeguard against payment failures during or after the charging session.
Please be assured that this is not an actual charge. Only the actual amount based on your energy consumption will be debited from your account, and the unused balance from the RM100 hold will be automatically released by your bank or card issuer, typically within 3 to 5 working days, depending on your financial institution.
17
Why are charging fees on the e.MAS app more expensive than on native charging apps?
There is a price difference due to maintenance costs for the integrated service; however, we offer promotions to our customers from time to time.
18
Why is the charging point map in the car seems inaccurate?
The inaccuracy is due to the base map algorithm used. The charging point data is provided by our service provider, and it is updated regularly. However, if there is any inaccuracy. PRO-NET will report to the service provider
19
What is the most cost-efficient way to charge the car?
The cost of charging is generally based on either the amount of energy consumed (kWh) or the charging duration. To be more cost-efficient, we advise charging to a lower percentage rather than always fully charging.
20
How can I reduce the pre-authorization costs when using public charging stations?
To potentially reduce pre-authorization costs, we recommend using a credit card for charging instead of a debit card, as debit cards may incur multiple pre-authorization charges.
21
Is it okay to use DC fast charging frequently?
For optimal long-term battery health, we generally recommend charging with DC fast charging up to 80%. For LFP (Lithium Iron Phosphate) batteries, it's recommended to charge to 100% at least once a week, preferably using AC at least once a week. DC charging just have a slight impact over a long period. It is better to charge more frequently rather than letting the battery level drop very low. However, your driving behaviour, particularly speed and efficiency, has the most significant impact on overall battery health.
22
Will frequent hard acceleration negatively impact the battery's performance over time?
No, frequent hard acceleration should not significantly impact the battery's long-term performance. The PROTON e.MAS is designed with efficiency in mind, not primarily as a performance vehicle, and the battery management system accounts for various driving styles.
23
If an isolator is required by my building management (JMB) and installed by a certified installer following standard operating procedures (SOP), will it affect my wallbox warranty?
Customer still need to engage with our appointed installer for the warranty to be valid. The installer will verify the cabling work and isolator according to the standard and will complete the final installation and commissioning for the warranty to be valid.
24
Can I use a commando plug/socket for charging?
We do not recommend using a commando plug for regular charging due to its potentially shorter lifespan compared to dedicated EV charging connectors.
25
Can customers use the charging stations located at PROTON dealerships?
Yes, customers can generally use the charging stations at dealerships. However, some dealerships may not have received full regulatory approval (Suruhanjaya Tenaga) for their charging stations yet, so availability can vary depending on the specific dealer. A fee will be applicable for the charger usage and can differ from one location to another.
App FAQ
1
Why is the customer’s booking still not reflected in the app, preventing them from scheduling the home charger assessment, despite the dealer claiming it was converted to a sales order?
The vehicle sales order is linked to your contact phone number the dealer keys into the system at point of vehicle booking registration. If there are any changes to your contact information, notify the dealer to update accordingly in the system.
Ensure that you login to the app with the same phone number used in the vehicle booking registration. Then check in the order page. (Profile > Orders > Vehicle) to confirm that you have a valid vehicle booking.
If you have a valid order you may proceed with the booking of home charger assessment.
If you cannot find your order in the order page, please contact your dealer.
2
Is the app intended for one person only, or is account sharing applicable?
One vehicle can only be linked to one app account (phone number). It is possible however to log in to a different phone using your app account phone number, provided you have access to the phone carrying the actual phone number to obtain the OTP. Once the login is completed, user can use the app on their phone to control the vehicle as normal.
3
Can the app be installed on multiple phones if the customer is using 2 or more devices?
You can install the e.MAS APP on multiple phones but the APP allows only one active login at one time. If the APP account phone number is logged in on another device, the device it is currently logged in to will be automatically logged out.
4
Will the broken China-English in the e.MAS app be cleaned up and updated?
We are continuously improving the e.MAS app to provide optimal user experience to owners.
5
Would the implementation of Face ID verification as a login option improve the user experience by reducing reliance on OTP?
We are continuously improving the e.MAS app to provide optimal user experience to owners.
Product FAQ
1
What accessories are included with the car?
The Proton e.MAS 7 comes standard with the following accessories for both variants:
Carpet mats
Safety triangle
Tire patch kit
V2L adapter
7kW Wallbox
2
What could be causing the radio to rescan for channels every time the system is powered off and restarted, with no station memory saved, and how can this issue be resolved?
The issue of the radio needing to rescan for channels everytime the system is restarted has been resolved as of version 1.1.4.
3
How can the RFID be set up for a new number plate with Touch 'n Go?
We have still yet to receive any information regarding the JPJ ePlate’s RFID already being Touch ‘n Go enabled. Thus, when the feature is finally enabled, we will be sure to inform all our customers.
4
How to install dashcam?
Dealers are required to assist customers with installing the dashcam, which is provided for free as part of the early bird offer.
5
Can the speed limit warning setting be permanently set to "blinking" instead of "sound?
The option to keep the speed limit warning setting switched off after it has been disabled will enabled in the next OTA in Q3.
6
Will the Outside Pedestrian Warning chime have a changeable tone in an upcoming update?
The plan is to introduce a changeable tone with the upcoming update in Q3. Stay tuned!
7
How can the customer change the car icon display on the DHU to match their car's color?
It is not possible to change the car icon display on the DHU to match the car's color.
8
Why does the app often show the status as 'abandoned,' and why is the customer unable to control the car from the app when the status is 'abandoned’?
‘Abandoned’ is wording only. Approximately 5 minutes after the car is locked, it enters ‘abandoned’ mode (deepsleep mode) to conserve energy, which limits vehicle computer activities and external connectivity. Vehicle control via the app in this mode may be affected by weak 4G signals or other connectivity issues, leading to potential control failures.
9
What could be causing the e.MAS system to show 4G but fail to establish a network connection, even after a network reset, and how can this issue be resolved?
Please contact aftersales service to log the issue and wait for a reply.
The following steps can be tried as well:
1. Rebooting the DHU and trying the connection again may help resolve the issue.
To reboot, long press the voice recognition button and the right OK button until the car reboots itself.
2. Reset network: go to vehicle setting, select ‘My Car’, scroll down select ‘Network Reset’(if ‘Network Reset’ is in grey and can’t be selected, please engage gear ‘P’, open and close the door)
10
If a customer accidentally pressed "Network Reset" and lost 4G connection on their DHU, and the reset is now stuck with the message "Network reset is in progress," what steps can they take to retrieve the data and restore the connection?
The "Network Reset" function is normal. The button will appear grey (inaccessible) if the car is in motion. To make it accessible again, stop the car and open or close the door. After resetting, the network may encounter issues. Try restarting the big screen and then drive around for a few minutes. If the issue persists, please contact us again.
To restart the big screen:
Press the 'Voice Command' button and the 'OK' button on the right side of the steering wheel for more than 10 seconds, until the screen blacks out.
11
What should the customer do if they are unable to use the internet or 4G connection on their DHU?
The dealer should first check if the DMS process has been completed.
Please contact service center if issue remains.
12
What should the customer do if they experience internet (4G) connection issues after updating to the Flyme Auto OS?
Please try the following step:
Restart DHU
Reset Network
Drive around for several minutes
Contact service center if issue remains
13
When is Android Auto & Apple Car Play be available in the Proton e.MAS 7?
Android Auto and Apple CarPlay will be available in the Proton e.MAS 7 via an upcoming over-the-air (OTA) update. Carplay will be available first in July while Android Auto will come in December.
14
Is there any plan to include third party app like Netflix or YouTube so that customer can use while charging?
A series of 3rd Party Apps will be coming to the Proton e.MAS 7 soon. But unfortunately Netflix and Youtube are not in the list of included applications.
15
Several Galaxy e5 owners have reported car seat sinking issues. What warranty coverage will PRO-NET provide for if such issue arises in the future for Proton e.MAS 7, and what are the terms and conditions?
The issue has been corrected on e.MAS7 when we were developing this car for Malaysia market.
16
Can Chinese input keyboard be added for searching Chinese songs on Spotify and other apps?
Software team will consider this as an option, but we can not confirm on its possibility at the current moment.
17
The wiper rubber "gegar" (shakes) when there is very little water. Is this a known issue, and is there a fix?
While the wiper should operate smoothly even with a small amount of water, dry rubber can cause issues. In such cases, we recommend replacement at our authorized service center.
18
In emergency braking situations, the system reportedly doesn't deactivate by pressing the brake, sometimes causing rear-end collisions. Is this a known safety concern, and what is being done to fix it?
We are re-evaluating the vehicle operation logics based on the scenario, usually it requires certain time to deactivate the emergency brake after it’s been activated under emergency situation.
19
The e.MAS 7's ride and handling are reportedly softer than the X50, despite being intended to be firmer. Can we adjust the suspension at the service centre?
e.MAS 7 and X50 are two different models. The e.MAS 7 focuses more on riding comfort and the chassis system has been tuned according to Malaysia road spectrum.
20
Will PRO-NET implement the sentry/dash cam mode in the future?
There will be no implementation of sentry mode in the e.MAS 7.
21
Can we expect updates to allow customizable/interactive home screens, perhaps similar to smart, and potentially using a mascot like Tiger (similar to Geely's Deepseek)?
The e.MAS 7 DHU system already offers a range of customization options, including personalized backgrounds, a customizable quick access bar, and a quick access screen accessible by swiping down from the top. We encourage you to explore these features in your user manual or directly within the system.
22
Can the lane change blinker duration be adjustable beyond the current 3 blinks?
It is not possible to adjust the blinker duration beyond the current 3 blinks.
23
Will there be updates to prevent vehicle/drive settings from resetting upon parking/restart?
Our software team is currently investigating the feasibility of retaining vehicle and drive settings across restarts. We are also carefully reviewing relevant government regulations to ensure any changes comply with all applicable standards
24
Can we expect options for data roaming when driving into Singapore and Thailand?
We are looking at the matter for future enhancement. At the moment, we suggest customers who drive outside Malaysia to use their hotspot as an alternative.
25
Can we have better equalizer options beyond the current three (Treble, Mid, High)?
Currently, the e.MAS 7 DHU audio system only provides a Treble, Mid, and Bass equalizer.
26
Can the HUD be customized to show/hide specific icons and symbols?
The Head Up Display (HUD) does not offer the ability to customize which icons and symbols are displayed. The current HUD configuration is designed to provide essential driving information in a clear and concise manner.
27
Can the auto-hold icon be added to the HUD?
thanks for the suggestion, we will take note and consider.
28
The auto-hold feature has an issue where the car can move by itself after braking and releasing, without pressing the accelerator. What troubleshooting steps or service procedures are recommended?
The auto-hold disabling itself after the brake pedal is pressed when the auto-hold is already on is according to design.
29
The built-in map lacks some key features. Would it be possible to integrate Google Maps or Waze for a better navigation experience?
We are committed to enhancing the functionality of our built-in maps for our customers. As an alternative, customers may utilize the CarbitLink feature to connect their smartphones and access Google Maps or Waze.
30
Why is regenerative braking not consistent across different battery percentages, with noticeable differences in aggressiveness between 100% and 50-80% charge?
When battery SOC is at 100%, there will be no energy recovery from the braking, which means no regenerative braking.
31
Why is the battery estimation inaccurate, and how can it be fixed?
Battery estimation is based on lots of factors, mostly affected by driving habits, the actual estimation is based on actual driving performance of the driver, it changes constantly.
32
Can the KM range change to battery percentage?
thanks for the suggestion, we will take note and consider.
33
Can the voice recognition/command sensitivity be adjusted?
We are actively working on refining the voice recognition/command sensitivity. We are exploring potential solutions to provide users with more control over voice recognition settings. Stay tuned for future software updates that may include these enhancements.
34
Is there a promised time for the customer's app to be updated so they can scan the car's QR code?
Normally, after the dealer confirms the delivery in the system, it is updated in real-time, usually within a few minutes, depending on the 4G connectivity.
If issue remains, please contact service center.
35
Why is the customer unable to connect their phone to the vehicle's QR code via the Proton e.MAS App?
Check the QR image if it is distorted. If QR is distorted (cracked), either the dealer did not complete the outbound in DMS system or could be 4G connectivity issue.
If QR image is normal, then possibly the APP login phone number does not match the phone number which was captured during vehicle booking.
36
How can an account be reactivated if the QR scan function is unavailable in the app, even after reinstalling it, and the Proton e.MAS app was mistakenly deleted?
QR scan function on the app is available only if the APP user (phone number) has a vehicle bound to it. Please check if you have a vehicle assigned to your app account.
37
Why is there a discrepancy in mileage tracking?
It's important to note that an EV's driving range can be influenced by various factors. These include drive mode and regenerative braking settings, driving style and intensity, tyre pressure (we recommend 270 kPa as the optimal pressure for the e.MAS 7), vehicle load, and the depth of discharge of the battery. Additionally, the WLTP-rated 410 km range is an estimated distance achievable under specific conditions, calculated from a fully charged battery (100%) down to complete depletion (0%).
38
I felt the regenerative braking was quite jerky. Is there a way to make it smoother?
Yes, the regenerative braking can feel a bit strong. You can optimize this by switching the regenerative braking mode to the 'Lower Regen' setting in your vehicle's controls. This should provide a smoother deceleration experience. Also it takes time to get used to the different pedal response an EV gives.
39
My car was parked next to an internal combustion engine (ICE) car, and I noticed some fume intake. Is this normal?
Yes, this can occur if your air conditioning system is set to 'Outside Air Mode'. In this mode, the system draws air from the external environment. For situations like camping or parking near other vehicles with exhaust, we recommend switching your air conditioning to 'Recirculation Mode' to minimize external air intake. There is a shortcut button on the control panel next to the universal knob for that.
40
Can I unplug the external speaker cable in the car?
We do not recommend unplugging the external speaker cable as it could expose the pins to moisture and cause corrosion. Please do bear with us as we ready the option to change the sound to something more soothing.
41
When can I expect to receive the next Over-the-Air (OTA) software update?
OTA updates are being rolled out in batches of approximately 300 vehicles per batch. This process will continue until the end of April 2025. You will receive a notification on your infotainment system when your vehicle is scheduled for the update. The next update after that will come in July 2025.
42
When is the Over-the-Air (OTA) update that fixes the radio issues expected to be released?
The Over-the-Air (OTA) update that includes the fix for the radio issues will be pushed in Q3.
43
Is there an option to permanently turn off lane assist or the speed warning system?
An upcoming Over-the-Air (OTA) update will include an option to manage the speed limit warning. However, there are currently no plans to allow permanent disabling of other Advanced Driver-Assistance Systems (ADAS) safety features like lane assist.
After Sales FAQ
1
What is the actual cost of the service?
In terms of maintenance service intervals, as announced and published on the website, e.MAS offers a competitive price. The total cost for 123 months and 205,000 km of maintenance (excluding wear and tear parts) is less than RM3,800.00.
For reference:
Note: Price quoted may vary and subject to change without prior notice.
Kindly note that this document for internal use only and should not be shared with customers.
2
How can I access the maintenance guide, and what key information does it include?
Customers can refer to a Perfective service center for details on service pricing and quotations.
3
Can you provide the details regarding the 6-year warranty coverage?
The vehicle comes with a 6-year unlimited mileage warranty, providing comprehensive coverage for manufacturing defects, except for 12v battery and wear & tear. Additionally, the high-voltage battery and components are covered under an 8-year/160,000 km warranty (whichever comes first), ensuring long-term peace of mind for EV owners.
4
There are some parts of the user manual are a bit unclear, making it hard to fully understand certain vehicle features. Are there any additional resources to help clarify these, like videos or step-by-step guides?
We understand that clear guidance is crucial for an enjoyable vehicle experience. In addition to the digital version of the user manual available on Proton’s website, Proton has also provided video tutorials on the official Proton e.MAS YouTube page. These videos cover various vehicle features and functions, offering step-by-step visual guidance to assist owners. We encourage customers to visit the YouTube page and the website for easy access to these resources. We will continue to expand and improve these materials based on user feedback.
5
What is the PRO-NET plan for battery end-of-life management?
Short-Term Plan:
PRONET will collaborate with local battery service providers to enhance battery repair and recycling initiatives, ensuring efficient and sustainable solutions in the near term.
Long-Term Vision:
The company plans to establish a state-of-the-art battery center in Malaysia, serving as a comprehensive hub for all battery-related activities. This facility will encompass repair, remanufacturing, and recycling operations, driving innovation and sustainability across the battery lifecycle.
6
Where can I get the battery health of my car checked?
Battery health checks can only be performed at our authorized service centers.
7
Why can battery health only be checked at the service center?
Our service centers utilize specialized diagnostic tools and software to accurately assess battery health. This is necessary due to the complex technical aspects involved in evaluating the lithium-ion battery system.
8
How are the car and its battery affected by flooding?
Our vehicle's battery pack has an IP68 waterproofing rating, which provides a significant level of protection against water ingress, making it safe for the car in typical flood situations. However, if your vehicle has been exposed to flooding, we strongly recommend a thorough inspection at our service center to ensure all systems are functioning correctly.
9
Where is the 12V battery located, and is its health monitored?
The 12V battery is located underneath the center console. Yes, its health and status are actively monitored by the vehicle's systems.
10
What is the expected lifespan of the 12V battery?
The 12V battery has a warranty period of 1 year or 20,000KM. In general, you can expect it to 2 to 3 years depending on your driving pattern. It's important to note that this is not a conventional lead-acid 12V battery; it is a lithium-ion battery.
11
What is the cost to replace the 12V battery?
The cost for a replacement 12V battery is approximately RM1,078 for our e.MAS customer.
12
Can you explain about the charging schedule. What is its purpose?
The charging schedule feature is designed to preheat the battery before a scheduled charging session. This helps to optimize the charging process, especially in colder temperatures, potentially improving charging speed and efficiency.
13
Do I need to replace the washer and drain plug during reduction gear oil maintenance?
All washer & drain plug must be replaced during the reduction gear oil maintenance schedule. Both fill and drain plug with washer should not be reused.
Comments
0 comments
Please sign in to leave a comment.