Table of contents

Will I get a notification if my card is frozen/temporarily frozen?

Why is my Mesra Rewards card frozen/temporarily frozen?

What is the impact of my Mesra Rewards card being frozen/temporarily frozen?

What can I do to unfreeze my Mesra Rewards card?

Will I get a notification if my card is frozen/temporarily frozen?

Yes, you’ll receive a push notification if your card becomes frozen/temporarily frozen.

Your card status will also be shown under the Rewards tab in the Setel app.

Why is my Mesra Rewards card frozen/temporarily frozen?

A Mesra Rewards card will be frozen/temporarily frozen in the following situations:

• Suspicious activity is detected (e.g. unusual transactions or more than one physical card tied to the same IC).
• The card has been reported lost, stolen, or compromised.

What is the impact of my Mesra Rewards card being frozen/temporarily frozen?

Your card status determines whether you can earn or redeem points. Please refer to the table below for details.

What can I do to unfreeze my Mesra Rewards card?

There is a self-service feature via https://www.setel.com/profile/mesra-card that allows you to unfreeze your Mesra Rewards card. Just follow the steps below.

1. Enter your mobile number, then enter the verification code.
   
   
    
2. At the top navigation bar, tap on your profile icon then select Mesra Rewards account.
   
   
   
    
3. Tap on Unfreeze card in the info banner shown above your card details.
   
   
   
    
4. For security purposes, you must provide your personal details and answer several verification questions.
   • If all of your answers are correct, your card will be unfrozen.
     
     
      
   • If any of your answers are incorrect, your card will remain frozen. Please contact the Mesralink team at 1-300-22-8888 or mesralink@petronas.com for further assistance.
     
     

Note: For some users, your answers may need further review by the team. This will take 10-14 working days.