Frequently Asked Questions
Some of the common issues encountered by our customers are listed below. Do look through this list before contacting us for support. For any email communication, do allow up to 3 working days for us to respond, before sending a reminder to us. Thank you for your understanding.
You can purchase our NETS/Cashcard endorsed smartcard reader (PC/SC compliant) on-line via Qoo10, Lazada or Shopee eCommerce portal. You can also purchase from WCS retailer in Sim Lim Square and Funan Centre. The Cashcard Reader is packed in a sleek box but no longer comes with an installer disc.
To download the driver and application of our Contact Cashcard Reader , kindly visit our welcome page (www.3kad.com/welcome). The eCash application will enable you to read and print your cashcard transaction history without having to go on-line or connect to internet. This is most useful to sales people who needs to make a transport claim for their ERP or car-park charges but has no access to the internet.
For our Contactless Cashcard Reader customers, do email us (email@example.com) to request for support on downloading our application. Kindly attach a copy of the purchase receipt for our verification when doing so.
Product registration is required only for the following 2 condition.
- You have bought a Contact Cashcard Reader to use on a MAC Book.
- You have a bought a Contactless Cashcard Reader to use on a Windows PC/laptop.
To register your purchase, kindly provide the following items:
- Copy of purchase receipt where the purchase date, product name, purchase price and vendor/shop name are clearly readable.
- On Windows system, send us the GUID number which is displayed by our eCash application once you run it successfully. On a MAC OS system, send us the serial number shown on the display when you run the app.
- Your preferred username with a minimum length of 8 characters.
Do allow up to 3 working days for us to respond to your registration request. Thereafter, if you do not hear from us, kindly send us a reminder.
The most common cause is that you don't have the administration right to your computer. What you can do is to get your IT support people that has the administrator right to login to your system and run the eCash application successfully once using the registered username and password.
Do note however that if you login as a different user on your PC, you will need to enter the account name and password again as the account is based on per user.
eCash.v3 application is provided free of charge only to our customers and solely to be used for reading and printing of NETS Cashcard transaction history. The application setup program can be downloaded from our Product Page or you can click on the following welcome link.
For Contactless Cashcards, the link to the eCash.v4 application will be provided upon purchase of our Contactless Cash Card Reader. If you are not provided, kindly email to firstname.lastname@example.org for assistance.
a) Open the "Device Manager" which can be accessed via Control Panel ⇒ Administrative Tool ⇒ Computer Management (for Windows XP).
b) In the "Device Manager" display tree, expand the "Smart card readers" device group.
c) You should be able to see a "uTrust 2700 R Smart Card Reader" or "SCR3xxx USB smart card reader" (contact readers) or "HMU108P PICC Reader" or "uTrust 3700F Reader" (contactless readers) listed within the group.
d) The icon next to the device name should NOT be marked by a red coloured cross or an exclamation mark.
If there is no device listed, then the driver has not been installed. Download the latest driver and perform the installation. However, if there is a different device listed (example: CCID Reader), uninstall that driver and reinstall the driver downloaded from our website.
Cashcard transaction history is stored into the cashcard itself. This is the reason why you can still view/print the transaction history even when you are not on-line. However, due to the limited card memory, it is currently only able to store up to the last 25 transactions for NETS Cash cards and 30 transactions for Cepas compliant cards (ez-Link Cards, NETS Flashpay Cards, new NETS Cashcards and Autopass Cards).
If you have any further enquiry with regards to cashcard transaction history, kindly refer them to NETS.
When you run eCash application to view the transaction history of your cashcard, you find that the font/wording is oversized or buttons missing, resulting in only partial information being displayed. To resolve this, you need to adjust your monitor/display resolution.
For Windows XP, go to the Display Properties and select the Settings tab. Click on Advance button and under the General tab, set the DPI setting to “Normal size (96 DPI)”. Save this setting and the eCash should display normally.
For Windows 7, go to the “Control PanelAppearance and PersonalizationDisplay” option and on the left column, click on “Set custom text size (DPI)”. A pop up screen will appear and you need to adjust the scale back to “100%”. Click the OK button and eCash should display normally after this.
For Windows 10, go to “Windows Settings” --> “System” --> “Display” and change the Scale back to 100%.
Sometimes, competing applications tries to communicate with the same smartcard at the same time. This may cause unexpected interference to the other application if one application decides to reset the card for whatever reason.
If the application that you are running encounters this intermittent problem, you need to perform a quick verification to confirm if more than one smartcard application is running concurrently. If this is so, you would need to quit or exit the unrequired application to resolve this problem.
While attempting to perform on-line transactions with your cashcard, you encounter error related to JAVA, JRE or SmartCardApi.jar. If any of these key words appear on your screen as part of the error message, you basically have a "Java Runtime Environment" setup problem on your system.
You could visit the http://java.sun.com website to download and install the latest JRE. If problem persist, you should contact the service provider which in this case, should be NETS who is currently providing the cashcard on-line services.
NOTE: NETS has placed a notice on their website that on-line support will no longer be provided from 30 Jun 2013.
On-line services are provided by solely by NETS. Since 2012, NETS has stopped supporting on-line transactions using smartcard readers. Therefore value top-up option is no longer available until further notice. Please visit NETS website for the latest news regarding on-line support.
NOTE: NETS has placed a notice on their website that on-line support will no longer be provided from 30 Jun 2013.
There are two possible reason for this error. Firsly, you could have inserted a card other than a Cashcard into the smartcard reader. Do note that the eCash application will only communicate with a Cashcard.
Secondly, it could also mean that you may have another reader installed on your computer system which has another card inserted. This reader can be a GSM card reader or any other reader that enumerates as a Smartcard reader. To confirm if your system has more than one reader attached, you need to refer to the Device Manager.
To resolve this problem, you need to find and remove the card (which is not a Cashcard) from the attached reader.
If indeed you are using our reader, then the error you encounter is due to recent updates in Microsoft Windows. Therefore, our application now requires an update which you can download for free from the product page on our website. eCash version 188.8.131.52 or later, would be able to execute without any issue.
One other common cause of this error is that (contact reader only) you did not install the driver before plugging in the reader to your computer. Then you let the Windows OS to automatically select a driver for you. This would be a generic driver which is not supported by eCash. To resolve this, you need to first uninstall the driver, then install the driver from the installer disc or downloaded from our website.
This applies to using Contactless Reader to reader NETS Cashcards which are contact cards. Since October 2014, newly issued NETS Cashcards does not all have the contactless interface and therefore would not be readable by any contactless reader. If the main reason for buying a reader is to purely read the NETS Cashcard transactions, then it is advised that customers should purchase the standard Cashcard Reader (with eCash.v3 app) instead of the Contactless Cash Card Readers.
One possibility is that you are trying to run our eCash application with an unsupported reader. Our eCash application is currently distributed free of charge only to those who purchase readers sold by our company. Therefore it will not work with other readers or with cards that are not supported.
The other possibility is that a wrong driver has been installed for the reader. This error applies to both our contact and contactless reader. What it means is that you have chosen to install the generic driver provided by Windows OS. Our reader will only work if you install the driver provided by us.
You can confirm this by viewing your Device Manager and expand the "Smart card readers" node. You will see a Microsoft Usbccid Smartcard Reader installed there instead of our reader/driver.
To resolve this, you need to uninstall the CCID driver and install our driver.
If it still doesn’t work, you need to get help from someone who knows how to cleanly remove/uninstall the CCID driver. The final option is to install the reader on another computer that has not been installed before and follow the installation guide properly.
This is a legacy application from NETS and it uses proprietary API to perform transactions with the cashcard. New web-based applications use PC/SC compliant API which is supported by this reader that you have purchased.
Note that we no longer provide the wrapper driver for this legacy application. Kindly purchase a PC/SC compliant smartcard reader to perform all your future cashcard transactions.
It would seem that current installer for eCash may not work well with Windows 98 or ME. You may encounter system error messages while running the installer. Example of the Error Messages includes: "This program has performed an illegal operation and will be shut down. If the problem persists, contact the program vendor." and "problem with USER.EXE". If you encounter such a problem, send us an email and we will forward you the application in a zip file that does not require any installation. Details on how to contact us is available at the bottom of this FAQ page.
It is recommended that all users upgrade to Windows 2000, XP or Vista if they want to run smartcard applications. If however, you have no choice but to use Windows 98, note that you will require to follow a certain setup sequence if you want the smartcard/cashcard application to work.
First step is to install the driver from the Installer Disc provided. After installation is completed successfully, connect the reader to your Personal Computer (PC) by plugging-in the reader cable to the PC's USB port. Reboot your PC and once boot up is complete, you should be able to install and run the eCash application successfully.
Subsequently, each time you want to run the Cashcard application again, you need to make sure that the reader is connected to your PC before you power it up. If you happen to hot-plug the reader from the PC while it is still running, then you need to plug the reader back and reboot the PC again before any smartcard application can run successfully.
This is a new feature of Windows® 7 / Server 2008 R2, called Smartcard Plug and Play. These new platforms try to ease the use of smart cards for security related applications like Windows Logon or signing emails or documents that way.
Most cards currently do not support this feature; therefore the driver installation will fail. However, this problem is only an annoyance and does not impede the functionality of the card or its application.
If you want to remove this annoyance, you can follow the instructions listed in this document.
For Apple Computers running on MAC OS X, you will need to download our eCash MAC OS X version from our website's Support Page. Please read the accompanying Installer Guide before trying to install. Note that only MAC OS X Mountain Lion (10.8) or later is supported.
Note that current version has only been tested up to MAC OS X Yosemite (10.10). Beyond this version, our application is not guranteed to work as support for MAC has ceased since then.
The answer is YES to both cards. You just need to purchase our contactless cash card readers to read these cards.
The new NETS Cashcards was launched on 2 May 2018. You can read their article on this site: https://www.nets.com.sg/newsroom/nets-launches-new-contactless-cashcard/ as long as it is still there.
Please email your questions to "support@3kAD.com" along with the following information: copy of purchase receipt which must clearly indicate the vendor name and the item purchased and PC/laptop system information which should include the Windows OS version.
For faster resolution, you need to also provide screenshots of:
(a) Device Manager showing that the reader has been installed,
(b) Smart Card services showing that the Start-up Type is set to “Automatic” and
(c) Any error message that appears on screen when you run eCash or when you plug-in the reader.
(d) For on-line transactions, always ensure that the Java Runtime Environment has been installed on your system.
Kindly refer to this document for further details.
Note that for all email communications, do allow up to 3 working days for us to response before sending us a reminder.