Serious problem with MySejahtera registration

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I would like to highlight a problem with the MySejahtera app that nobody seems to have raised so far: There seems to be no way at all to get any help if there is an issue with the app and/or a user ID being deemed invalid.

I attempted to register my 74-year-old father's mobile number and IC in the app in late February to ensure he will be in line for the government’s Covid-19 vaccine. I followed the steps as required, got the OTP (one time password) through his mobile and appeared to have completed the registration process. However, when I tried to sign in to complete the vaccination registration, the app deemed his mobile number an "Invalid ID”. I went through the process several times and each time got the same message about an invalid ID.

I also cannot use any other mobile number to register my father's IC －when I tried, the app stated that his IC already exists in MySejahtera's database.

I then attempted to reach out to MySejahtera’s helpdesk feature, but that only generated the robotic response to check the ID/password being keyed in was correct, data connection, etc, all of which was pointless as I had literally just completed the registration mere moments before being barred from signing into my father's account.

The option to write in via email also was met with the same scripted responses. No human being seems to have read about the actual problem: The MySejahtera app’s database deemed my father's mobile number invalid moments after it had been successfully registered.

There is no other way to lodge a complaint or reach a human being capable of understanding this predicament faced by my father, and also increasingly by many other users who are locked out of the app after recent updates, as can be seen in recent reviews of the app on Google Play.

I believe that this will eventually lead to many people being fined up to the maximum RM10,000 purely because no one seems to be in charge of attending to complaints about the MySejahtera app.

I hope that someone in the government who can actually do something about this reads my letter so that countless people, especially non-technologically savvy older folk, do not get victimised by exorbitant fines due to problems with the MySejahtera app.

ARTHUR KONG

Kuala Lumpur