Frequently Asked Questions
Find answers to commonly asked questions about eZTracker
About eZTracker
What is eZTracker?
Which markets does eZTracker currently operate in?
What can I use eZTracker for?
eZTracker provides key information about the product such as expiry date, batch number and product name. In addition, depending on your location, you will be able to verify if your product is from an authorised distributor, and has been stored and transported in the correct temperatures before being administered to you.
You will also be able to report product incidents and issues directly to the pharma manufacturers via the app instead of the usual hotline and email process.
How do I sign up for eZTracker?
The verified eZTracker app can only be found on the official App Store and Google Play Store and it is called ‘eZTracker: Safety in each Scan’. The developer name is ZUELLIG PHARMA ASIA PACIFIC LTD. PHILS ROHQ. For safety reasons, do not download any other app, even if it has the same name from any other platforms.
Scanning
I can’t locate a data matrix on my medical, health and wellness product packaging for scanning OR the data matrix scanned says “Code not supported”. How do I request for my product to be supported by eZTracker?
I can’t scan the data matrix on the medical, health and wellness product packaging?
I tried using my phone to scan a product with the data matrix and nothing happens?
Please ensure that you have downloaded ‘eZTracker: Safety in each Scan’. The scan will only work using the application and is not compatible with the general QR code reader on your phone.
I get a result that says "Your Product has been scanned X times". What should I do?
If you suspect any suspicious activities, please share more information with us via the Contact Us form immediately.
Why do I receive a “Not Recognized” or "Code scanned is not supported by the app" result after I scan the product?
eZTracker currently supports a limited number of products. If you would like to request for another product to be supported, kindly fill in the Contact Us form.
My data matrix label is damaged. How do I scan?
You will not be able to use eZTracker to scan and verify its authenticity. However, you can report the issue to us through Report an Issue form. If the data matrix has been damaged before your purchase, please check with your clinic or hospital.
App Issues
The eZTracker app does not load or is loading slowly.
Do I need to be connected to the Internet in order to use the eZTracker?
How do I enable Face ID/Touch ID to login to eZTracker?
To enable Face ID/Touch ID on eZTracker App,
Step 1: Ensure you have enabled Face ID/Touch ID on your mobile device
Step 2: Log into your eZTracker account using your email and password
Step 3: Click on the profile icon
Step 4: Toggle on “Login with Face ID/Touch ID”
After enabling Touch ID, you should see the Face ID button on your log in page.
I have forgotten my password. How do I reset it?
I am unable to receive OTP notification for registration.
If you do not receive the OTP notification, your email address might not be registered with eZTracker yet.
Kindly note that user accounts created before 24 Jan 2022 can no longer be used and users are required to register again. You may register for a new account using the same email address or a new email address.
