Mesra Rewards - Support

Support

PETRONAS Mesra Loyalty Programme

1-300-22-8888

General
My Mesra Card
Registration
Point Expiry
SMS Notifications
Mesra Rewards

General
I have registered but I did not receive my activation email. What do I do?
Please check your Junk or Spam folder. If you fail to locate this, please do call our Mesra Hotline at 1 300 22 8888 or email us at [email protected] to check on your email address and for further advice.

I did not put in my email address when I applied for the card previously. I would like to have access to the website. How do I obtain my login to access?
Please call our Mesra Hotline at 1 300 22 8888 or email us at [email protected] for further assistance.

When do I receive my statement of accounts?
We will not be sending any physical statement to your mailing address. However, you can view, download and print your statement here on the website.

I have just moved my place of residence. How do I make sure I don't miss out any promotional materials or prizes that I might have won during contests?
You are advised to update your personal data to the most frequent one. This is to ensure that we are ableto contact you if there is a need to do so pertaining to your card, transactions, contests or promotions.

What type of communications can I expect from the PETRONAS Mesra Loyalty Programme and from which channel?
At the moment, you will be receiving e-mails from us time to time on on-going promotions and contests. This is of course, upon permission from you. You will also be given SMS on periodic basis on contests, promotions and information. However, do be careful of any scams. Please be reminded that PETRONAS will never ask for your bank account details online, nor do we ever announce winners of any particular contests via SMS or emails. Contest winners lists will always be broadcasted over at our official site here. For further enquiries on this, do call our Mesra Hotline at 1 300 22 8888 to confirm or email us at [email protected].
My Mesra Card
Can my Mesra points be converted to cash?
No. Your points cannot be converted to cash.

How long does it take for my points to be credited into my account?
Points will be credited into your account within 1 working day for normal transactions and up to 14 working days for dispute or contest, at our discretion.

Can I still collect points without my PETRONAS Mesra card?
Yes, you can download Setel and link your Mesra card in the app to continue collecting points without your physical PETRONAS Mesra card by making your payment through Setel.

How do I link my existing PETRONAS Mesra card?
Step 1: Download Setel app and create Setel login
Step 2: On the main page click “More” button to link your “Physical Mesra Card” into Setel app
Step 3: Click “Mesra Card”
Step 4: Virtual Mesra Card under “Issued”. Click “Link & Transfer Points” to link Physical Mesra Card
Step 5: User key in Physical Mesra Card number
Step 6: Confirmation page will pop-out

What if my transaction is blocked during purchase, and, or redemption?
Please contact our Hotline at 1 300 22 8888 to re-activate your card or email us at [email protected] or ask any of PETRONAS Stations' staff for assistance.
Registration
Where can I get the PETRONAS Mesra card?
You can get a digital PETRONAS Mesra Card through the Setel app here or the physical PETRONAS Mesra card at any PETRONAS station nationwide.

How do I register my PETRONAS Mesra card?
You can activate your card through the Setel app , online here on MyMesra website or call Mesralink at 1-300-22-8888 to register.

How can I replace a faulty or lost PETRONAS Mesra card?
You can get a replacement card from any PETRONAS station and login to your Mesra account to register your new card number. Mesra points from the old card will be transferred to your new card. If you do not have a login to the web account, do call Mesralink at 1 300 22 8888.

Will any cost be incurred if I replace my PETRONAS Mesra card?
Yes, 150 points will be deducted from your total available points.

What if I don't register my PETRONAS Mesra card?
If you don’t register, you can still collect Mesra points but you will not be able to redeem on Mesra Rewards, Mesra store items, fuel or others.

Can I register for two cards?
No. Members can only have one card active at any particular time. Click here to view the Terms & Conditions.

What are the benefits of registering through Setel App?
You can earn bonus points, check your Mesra points and transactions and get the latest updates on our offerings and privileges.

If I am facing difficulties activating Mesra Card on Setel and PETRONAS Mesra online registration, what should I do?
Please call Mesralink at 1 300 22 8888 and our team will assist you accordingly.

I don't have internet access. How do I create an online Mesra account?
You need an internet access in order to open an online account. You can register your details via:

Setel App
Mesra online registration form or
Register via SMS by sending “KADMESRA17-digit Mesra card numberIC NumberName” to 36732 or
Simply call our Mesralink and update your details via our customer service executives.

The online account will allow you to check your updated balance, transaction and as well as updating your personal details.
Point Expiry
Will my Mesra points expire?
Yes. Points will expire after 3 years.
Date of Transaction
1 May 2012
15 May 2012
Points Earned
30 points
70 points
Points Balance
30
100 (30 + 70)
Expiry Date
31 May 2015
31 May 2015

How do I avoid my accumulated points from expiring?
To avoid your points from expiring, do not keep them for too long. You are advised to frequently redeem your points through Setel app, Mesra Rewards or at any PETRONAS stations (for fuel or Mesra store items).

Can I extend my points expiration?
No, you are not able to. The points will automatically expire in the system accordingly.

If I have just become a Mesra Member, will the points I have expire soon?
No, Mesra points accumulated will expire based on ‘First in, First out’”. For instance, all points earned in August 2019 will only be expired on 31 August 2022, 3 years later after the points have been acquired.
SMS Notifications
How do I know if the SMS I received is a genuine SMS from PETRONAS?
We will be consistently using the same short code. Please also be aware that we will never request for anything personal, especially bank accounts, via SMS. To confirm, please do not hesitate to call Mesralink.

What is RM0?
It simply means that the notification is FREE of charge and it’s non-chargeable to our card members.

What is PETRONAS Mesra Card Customer Service email address?
[email protected]

Can I reply to this SMS?
No. This is a non-interactive SMS, thus customers will not be able to reply the SMS.

When will the notification be sent to me?
Redemption: Notification will be sent to you one day after you have performed the redemption at our station. The one day lap is for verification of the redemption transaction and to help prevent any fraudulent activity.

Why am I receiving this SMS from PETRONAS Mesra?
The SMS is a form of notification from PMLP to inform you that:

For Redemption: A redemption activity has been successfully performed via your Mesra card at our PETRONAS Station and/or
For contest or promotion: we frequently send in promotions or contests information via SMS. However, be awareof scams as our SMS are only informative and does not ask you to provide any personal details via SMS. When in doubt, call Mesralink at 1 300 22 8888.

What is the language used for the notifications?
The notifications will be primarily in English. Should the notification be unclear and you require additional assistance, please call Mesralink at 1 300 22 8888 and our customer service executives will help to address your concern.

I didn't perform this redemption. How do I make a claim?
Redemption transaction once accepted by PDB may not be revoked, cancelled, returned or exchanged. If you did not perform any transaction, but received an SMS on this, it could possibly mean that you have either lost your card, carrying someone else’s card, etc. Please call our Hotline at 1 300 22 8888 or email us at [email protected] to verify.

What is the points conversion in RM?
1 Mesra point is equivalent to 1 cent at PETRONAS stations. The points conversion for online redemption or conversion to other partners will vary.
Mesra Rewards
What can I expect from the brand new experience on Mesra Rewards?
You will find a different user experience when redeeming at Mesra Rewards. More fresh look and less hassle.

When is the new brand experience happening?
You can look forward to experience the new Mesra Rewards starting 1 December 2020. Customer are advice to claim all redeemed vouchers at merchant outlets before 31 December 2020.

Why is PETRONAS bringing a brand new experience to the Mesra Rewards?
We are constantly innovating and improving to provide a more convenient customer experience for you.

I still have a voucher that is yet to be claimed at the merchant outlet, what will happen to my valid unclaimed voucher?
You can login into the existing Redemption portal before 31 December 2020 to claim your voucher(s) at the merchant's outlet.

Will I get refund for all my valid unclaim vouchers?
Unfortunately no. The voucher is non-refundable. The customers would need to read the deal descriptions clearly before proceeding with the redemption. Contact our customer service for further clarification via Chat/email at [email protected]

Moving forward, where can i redeem deals using Mesra points on and after 1 December 2020?
You can redeem deals from www.mymesra.com.my or through the Setel app.

What happens if my unclaimed voucher has expired?
The expired vouchers can't be renewed or extended. We would advise you to check the voucher's expiry date and redeem it before it expires.