FAQ

Yes. All Clubcard customers can sign up for a My Clubcard Account.

No. Personal Data Protection Act prevents us from changing any details on a card without owner’s consent. You can have the points transferred to your existing card or new card by sending the request in writing. Please submit your request with a death certificate copy to:

Clubcard, Customer Department @ Lotuss Stores (Malaysia) Sdn Bhd
(Formerly Known As Tesco Stores (Malaysia) Sdn Bhd)
(Registration No. 200001018812 (521419-K)),
Head Office, Level 3, No 3, Jalan 7A/62A,
Bandar Menjalara, 52200 Kuala Lumpur

Alternatively, you can email tescohelpline@tesco.com.my.

ONE (1) Clubcard member is allowed to use only ONE (1) card. You should start using the one you apply recently.

Please call our Helpline 1300 13 1313 and inform about your request. You can also email tescohelpline@tesco.com.my by providing your details including Clubcard number.

Your account will be deactivate and closed. Any vouchers that have been issued will also be cancelled. If you have points in your account or vouchers that you wish to use, we recommend you to use it before leaving the scheme.

You can apply a Clubcard at any Tesco store with a fee of RM10.

You can apply a Clubcard at any Tesco store in Malaysia with a fee of RM10.

If you do not provide your personal details including phone number or address, we will not be able to send you your voucher that you have earned. You can update your details online via My Clubcard Account or call our Helpline 1300 13 1313.

You may get a card replacement at any Tesco store.

You can earn 1 point for every RM1 spend in Tesco, except when Clubcard Discount Vouchers/Clubcard Discount Coupons are redeemed. Points can also be earned when you use your Tesco Gift Vouchers.

You can collect points every time you shop at Tesco or at any Clubcard partner’s outlet by using your Clubcard or eClubcard via Tesco Clubcard Malaysia mobile app. You can also collect points when you shop online at eshop.tesco.com.my, re-use bags or dine at Tesco food courts. The amount of points earned will differ depending on your transactions location.

Points will not be awarded to non-qualifying products, which include gift vouchers, tobacco or tobacco related products, mobile reloads, IDD reloads, online game reloads, e-wallet reloads, Touch ’n Go reloads and other products that may be excluded from the Scheme at the discretion of Tesco.

You need to collect a minimum of 400 points (within each collection period) to receive Clubcard discount vouchers. 400 points worth RM2 in vouchers.

In order to receive Clubcard discount vouchers, you need to collect a minimum of 400 points per collection period. If you don’t reach this amount, your points will be carried forward to next collection period. Once you collected 400 points, we will send you discount vouchers for every 50 points. For example, you have 630 points, we will transform 600 points to RM3 worth of vouchers and the remaining 30 points will be carried forward to your next collection period. If an account is inactive for two years, the account will be removed together with the points.

At Tesco, we try to process all points as quickly as possible. Sometimes, it may take a bit longer. Please allow a few days for your points in your account. If your points are still missing, please call our Helpline at 1300 13 1313.

You can login to My Clubcard Account or download Tesco Clubcard Malaysia mobile app to check your points. Your points balance can also be found at the bottom of your purchase receipt.

Your points cannot be added manually into your account.

Points can only be awarded upon presenting Clubcard when paying at the check-out counter.

We are obliged to not to keep personal information for longer than is necessary. Members who don't use their Clubcard for two years are considered have left the Scheme and their details will be removed. Customers are free to join the Scheme again in the future by signing up at any Tesco customer service counter.

Yes. You need to ensure you have entered your Clubcard number at eShop registration page.

Before every statement, we have a cut-off date. On this date, the points you have collected will be converted into Clubcard discount vouchers and send with your statement. Collection period is the period between the cut-off dates of each statement.

In order to receive statement, you need to collect a minimum of 400 points before the end of the collection period. If you have collected less than 400 points, the points will be carried forward to next collection period.

Sign up for My Clubcard Account on tesco.com.my or download Tesco Clubcard Malaysia mobile app. Go to ‘My Account Details’, click on 'My Contact Preferences' and select ‘Online Via email’. You will be notified once your Clubcard discount vouchers / coupons are ready. You will need print it out or use eVouchers/eCoupons via Tesco Clubcard Malaysia mobile app.

We will send you your vouchers together with statement 3 times a year. Login to My Clubcard Account to check on the collection period.

You can check the status of all vouchers online by logging in My Clubcard Account. Simply go to ‘My vouchers’. Your active vouchers are listed first along with their expiry dates. You can also check on used vouchers with redemption location and time.

These are 7 possible reasons:

1. We might not have your complete / correct personal details registered.
2. If your chosen contact preference to receive statements is via post, it may have been lost in transit.If you have joined Clubcard close to a cut-off date (end of collection period) by completing the application form in-store, your details might not have been updated in our database in time. Log on to your Clubcard account or download the Tesco Clubcard Malaysia Mobile App now and update your details completely to ensure that you do not miss out the next time. If you experience any problem logging on to your Clubcard account, please call the Clubcard Helpline at 1300-13-1313.
3. If you have joined Clubcard close to a cut-off date (end of collection period) by completing the application form in Tesco store, your details might not updated in our database yet.
4. If you are a supplementary/associate cardholder (who registered before 30 June 2014), you will not receive any statement as it will only be sent to main cardholders.
5. You have collected less than 400 points. We will only send a statement for you if you collected 400 points and above within a collection period.
6. We may not have your correct / complete mailing address.
7. If you have changed your address near the end of / after a collection period, your statement may have already been issued to your old address.

Your vouchers are valid for 1 year.

Vouchers are only valid for a year. You won’t be able to use them once they are expired.

You might have used it but you can’t remember / someone might have used it. You can check the redemption details from My Clubcard Account. If you have not redeem any but it’s used, you can contact our Helpline at 1300 13 13 to check further.

Currently, the vouchers and coupons can only be used in-store only.

Go to My Clubcard Account on tesco.com.my and select ‘My Vouchers’. All of your active Clubcard discount vouchers will be listed. Print it out or use eVouchers/ eCoupons via Tesco Clubcard Malaysia Mobile App.

This may happen when you do not inform us about your dietary preferences. Update your dietary preferences – diabetic, vegetarian, halal or non-alcoholic – in My Clubcard Account and select ‘My Account Details’ followed by ‘My Personal Details’. Alternatively, update your dietary preferences via Tesco Clubcard Malaysia mobile app.

It is an additional thank you from us. This coupon can help you to save more in certain product either in store or out of Tesco store. Full description is printed on the coupon.

We are not able to join different accounts in one.

If you have an account with someone else and wish to create a separate account for yourself, you do not have to request for a new card. Please call our Helpline at 1300 13 1313. The account will be separated into two and any points collected will be split accordingly based on whose card was originally used to collect the points.

Tesco Clubcard with Touch ’n Go feature enables members to reload and use it as a prepaid smartcard at selected our stores and other Touch ’n Go participating outlets. Members can also enjoy privileges offered by participating outlets of Touch ’n Go.

No, Biz Clubcard is not replaceable with Clubcard that has Touch ‘n Go feature.

You may reload your Clubcard Touch ’n Go card at any Tesco store in Malaysia without any reload fee.

Yes. You can reload your prepaid smartcard with Touch ’n Go feature at any Tesco Store in Malaysia without any reload fee.

You can store a maximum of RM1,500 at any one time.

No, points will not be awarded for reloads.

No, there is no refund available for reloads.

If there are no transaction within twelve (12) consecutive months, Touch ’n Go feature will be deactivated.

You can use it at selected shopping/business complex and other participating Touch ’n Go merchants. You can also use it to pay tolls or for tickets of LRT, KTM, KL Monorail and RapidKL.

Yes, you can. However, please ensure there is sufficient credit available in your card for the transaction. If the amount is insufficient, the balance can be paid by cash or credit card. You cannot reload the card during the transaction. Reloads are to be made separately from the purchase transaction and in cash only.

Yes, you can check your credit balance at Tesco Customer Service Counter.

Yes. You are encouraged to register your personal details at www.touchngo.com.my to protect your credit balance (if any) and for you to check/print your Touch ’n Go statement.

You need to contact Touch ’n Go via the Careline at 03-27148888, fax, email or mailing address. You can also walk in to any Touch ’n Go hub and report your lost card to avoid unauthorised transactions and process the credit refund, if any. Thereafter, you can walk into any Tesco store in Malaysia to get a replacement card. A replacement fee will be imposed.

If the Touch ’n Go feature is faulty or damaged, you are required to bring the card to Tesco for a replacement. There is a warranty of one year from the date of issue (please refer to “SD MM/YY” at the back of your Clubcard Touch ’n Go card). Beyond this warranty period, a replacement fee will be imposed.

Your card has been deactivated. To obtain your credit balance, you will need to contact Touch ’n Go Careline at 03-27148888. A dormant fee will be imposed for refund of the credit balance in your Touch ’n Go card.

Yes. You can contact Touch ’n Go Careline at 03-27148888 to process the credit refund, if any.

No. Credit refunds will be transferred directly into your bank account.

You can get the latest update from www.touchngo.com.my/Promotion/Personal/Current-Promotions

No. Due to data protection laws in Malaysia, you have to separately register on Touch ’n Go’s website at www.touchngo.com.my.