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<td style="width: 50%; height: 22px;">What is Mesra Prestige?</td>
<td style="width: 50%; height: 22px;">
Mesra Prestige is an extension of the PETRONAS Mesra Loyalty Programme to reward our highly valued customers.
 
This programme is open to Setel users who are members of the Mesra loyalty programme.
</td>
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<td style="width: 50%; height: 22px;">What is the benefit of being a part of Mesra Prestige?</td>
<td style="width: 50%; height: 22px;">Customers that are on Mesra Prestige will be able to enjoy a variety of privileges and rewards that are exclusively curated which includes money-can’t-buy experiences, special discounts, previews, etc.</td>
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<td style="width: 50%; height: 22px;">How can I be eligible to be part of the Mesra Prestige programme?</td>
<td style="width: 50%; height: 22px;">You will need to spend a minimum of RM380 on fuel in a month with the Setel App to be a Mesra Prestige member in the following month.</td>
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<td style="width: 50%; height: 22px;">How often do the privileges/rewards change?</td>
<td style="width: 50%; height: 22px;">
There is no fixed timing on how often the privileges or rewards will change. Check out the rewards catalogue for the latest rewards.
 
On the Setel App, you can go to the Rewards tab and look for the Mesra Prestige catalogue.
 
Alternatively, you can visit the <a href="www.setel.com/mesrarewards" target="_self">Mesra rewards</a> page and look for the Mesra Prestige catalogue.
</td>
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<td style="width: 50%; height: 22px;">How do I maintain my membership in the Mesra Prestige programme?</td>
<td style="width: 50%; height: 22px;">
You have to spend a minimum of RM380 on fuel monthly with the Setel app to keep your membership for the following month. Once you have spent RM380, the Mesra Prestige badge will be unlocked and you can start redeeming your privileges.
 The Mesra Prestige membership is renewed on a monthly basis starting from the 1st of the month.
 
To view your badge status, go to the Rewards tab and click Badges.
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What if I purchase items from Kedai Mesra? Will I still be eligible for the Mesra Prestige membership?
</td>
<td style="width: 50%; height: 22px;">
No.
 
Only payments for fuel will be eligible for the Mesra Prestige membership.
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<td style="width: 50%; height: 22px;">I have a Mesra Card, can I be a Mesra Prestige member if I pay with Setel for my fuel?</td>
<td style="width: 50%; height: 22px;">
Yes.
 
You can still be eligible to be a Mesra Prestige member by linking your Mesra Card with Setel and transferring all of your Mesra points. Please reach out to the Setel Customer Support team via live chat on the Setel App for assistance.
 
Do note that you will no longer be able to use your Mesra Card once you’ve made a request to transfer your points.
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Can I still be a Mesra Prestige member without the Setel App?
</td>
<td style="width: 50%; height: 22px;">
No.
 
The Mesra Prestige membership is only available for users who make fuel purchases through the Setel App.
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<td style="width: 50%; height: 22px;">Who do I contact for queries on Mesra Prestige?</td>
<td style="width: 50%; height: 22px;">You can contact Mesralink at 1 300 22 8888, email at <a href="mailto:hello@setel.com">hello@setel.com</a>, or through the live chat on the Setel App.</td>
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<td style="width: 50%; height: 22px;">I'm not comfortable paying with Setel. Can I still be eligible for Mesra Prestige programme if I scan the receipt and upload it to the Setel App?</td>
<td style="width: 50%; height: 22px;">
No.
 
Only payments made through Setel will entitle you to become a Mesra Prestige member.
</td>
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<td style="width: 50%; height: 44px;">Are PETRONAS staff eligible to be a Mesra Prestige member if they fulfil the criteria?</td>
<td style="width: 50%; height: 44px;">
Yes.
 
You can be a Mesra Prestige member when you fulfil the criteria of spending a minimum of RM380 on fuel purchases with the Setel App.
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<td style="width: 50%; height: 44px;">Where can I read the full terms and conditions related to the Mesra Prestige program?</td>
<td style="width: 50%; height: 44px;">You can find the full details on the <a href="https://www.setel.com/promotions/mesra-prestige" target="_self" rel="undefined">Mesra Prestige</a> page.</td>
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</table>

Mesra Prestige FAQ

Every user begins at the Junior level regardless of the current point balance. Your level is determined based on how many points you collect or how much you spend.
The number of points collected will determine your level the following month.
 
The next level will be unlocked automatically when you hit the required points criteria. To maintain your level and not downgrade, you will need to actively spend to meet the minimum spending/points every month.
 
You can check which level you are currently at through the Setel App. You can also see the points needed for the next level. Bonus points can be earned from activities or events via the Setel App.

How do levels upgrade or downgrade?

Of course! You will earn 1 point for each RM1 spent using the Setel Wallet in Kedai Mesra.
You can also get bonus points when you increase your membership level. You can earn up to 3x bonus Mesra points when you purchase fuel with Setel.
Click <a href="https://setelappsupport.zendesk.com/hc/en-us/articles/4411763085453-How-do-levels-upgrade-or-downgrade-" target="_self">here</a> for more information on membership levels.

Can I earn Mesra points for the transaction made via Setel Wallet?

<div>Users can change their mobile numbers by registering a new account. Do note that your membership level will not be the same and will start from the Junior level again.</div>
<div> </div>
<div>Your old account's points will be transferred to the new account. However, you will earn bonus points at the Junior level rates.</div>
<div>----------------------------------------------------------------------------------------------------------------------</div>
<div>
Apa yang akan berlaku pada Tahap Mata Ganjaran Mesra apabila saya menukar nombor telefon bimbit &amp; mendaftar akaun Setel baru? Pengguna boleh menukar nombor telefon bimbit mereka dengan cara mendaftarkan akaun baru. Apabila melakukannya, harap maklum bahawa Tahap Mata Ganjaran Mesra anda TIDAK akan sama dan akan bermula dari Tahap Junior semula. Walau bagaimanapun, Mata Ganjaran Mesra dari akaun lama anda AKAN dipindahkan ke akaun baru. Ini bermaksud bahawa anda akan mendapat Bonus Mata Ganjaran Mesra dari akaun Setel baru dengan pengiraan Tahap Junior</div>

What happens to my membership tier when I change my mobile number & register a new Setel account. 

You will earn 1 Mesra point for every RM1 spent at the Kedai Mesra. 
-------------------------------------------------------------------------------------------------- 
Anda akan mendapat 1x poin Mesra untuk setiap RM1 yang dibelanjakan di Kedai Mesra.

C-STORE: How much Mesra points do I get from this feature? /Berapa banyak mata Mesra yang saya dapat dari ciri ini?

<img src="https://setelappsupport.zendesk.com/hc/article_attachments/360055807171/mceclip0.png" alt="mceclip0.png">
You can get more bonus points when you link your Mesra Card to the Setel App.

What points do I get for purchasing at PETRONAS stations?

Yes.
Mesra points have a 3-year expiration date from the transaction date.
Below is an example:
 
<table>
<tbody>
<tr>
<td style="width: 122.616px;">Date of Transaction</td>
<td style="width: 110.023px;">Points Earned</td>
<td style="width: 107.801px;">Points Balance</td>
<td style="width: 109.282px;">Expiry Date</td>
</tr>
<tr>
<td style="width: 122.616px;">1 May 2013</td>
<td style="width: 110.023px;">30</td>
<td style="width: 107.801px;">30</td>
<td style="width: 109.282px;">31 May 2016</td>
</tr>
<tr>
<td style="width: 122.616px;">15 May 2013</td>
<td style="width: 110.023px;">70</td>
<td style="width: 107.801px;">100 (30 + 70)</td>
<td style="width: 109.282px;">31 May 2016</td>
</tr>
</tbody>
</table>
 -----------------------------------------------------------------------------------------------------------------
Ya, mata ganjaran Mesra hanya sah untuk 3 tahun dari tarikh transaksi. Contoh seperti di bawah:
 
<table style="width: 431px;">
<tbody>
<tr>
<td style="width: 110.764px;">Tarikh Transaksi</td>
<td style="width: 89.2824px;">Mata diberikan</td>
<td style="width: 92.2454px;">Baki Mata</td>
<td style="width: 94.4676px;">Tarikh Luput</td>
</tr>
<tr>
<td style="width: 110.764px;">1 May 2013</td>
<td style="width: 89.2824px;">30</td>
<td style="width: 92.2454px;">30</td>
<td style="width: 94.4676px;">31 May 2016</td>
</tr>
<tr>
<td style="width: 110.764px;">15 May 2013</td>
<td style="width: 89.2824px;">70</td>
<td style="width: 92.2454px;">100 (30+70)</td>
<td style="width: 94.4676px;">31 May 2016</td>
</tr>
</tbody>
</table>

Will my Mesra points expire? / Adakah mata ganjaran Mesra akan diluputkan?

Bonus points are given based on each transaction.
Even if you are at the same level between each transaction, you may get different bonus points.
The more you spend, the faster you unlock the next level and get more bonus points.

Why are my bonus points different each time I fuel up with the same amount?

Points have a 3 year expiration date from the time you collected it. To prevent your points from expiring, please use them within the time period.
Points can be spent through redeeming rewards either using the physical card or the Setel App.
You can also redeem fuel or Kedai Mesra purchases with the physical card. If you have the Setel App, you can redeem special rewards available only on the application.
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Untuk mengelakkan mata ganjaran anda luput, anda dinasihatkan untuk selalu menebus mata ganjaran anda di Stesen PETRONAS mana pun atau melalui aplikasi Setel anda kerana ada tarikh luput 3 tahun (Mulai dari tarikh anda memperoleh mata ganjaran)
Penebusan boleh dilakukan melalui kad fizikal, sama ada pada pembelian bahan bakar, atau di kedai Mesra, atau jika anda mempunyai kad maya atau telah menghubungkan kad fizikal anda ke aplikasi Setel anda, menebus hadiah melalui aplikasi Setel.

How do I avoid my accumulated points from expiring? / Bagaimana untuk mengelakkan mata ganjaran saya luput?

There is no maximum or minimum cap on bonus points.
However, please be informed that points will expire after 3 years from the date of earning the points.

Is there any min or max bonus points?

Points are credited into your Mesra card account within 24 hours from the transaction time.
If you do not see your points after 24 hours, please contact our customer support via live chat in the Setel App or email us at <a href="mailto:hello@setel.com">hello@setel.com</a> for further assistance.
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Mata ganjaran akan dimasukkan ke dalam akaun Kad Mesra anda dalam masa 24 jam dari waktu transaksi dilakukan.

How long does it take for my Mesra points to be credited into my account? / Berapa lama mata ganjaran akan dimasukkan ke dalam akaun saya?

Unfortunately, your points cannot be converted in to cash.
However, you can claim Setel e-wallet top-up vouchers or redeem the points into e-wallet credits( up to 15,000 Mesra points).
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Tidak. Mata anda tidak boleh ditukar menjadi wang tunai. Walau bagaimanapun, anda boleh menuntut voucher tambah nilai Setel eWallet atau Menebus mata ke dalam kredit ewallet. Anda hanya boleh menuntut sehingga 15,000 mata Mesra menggunakan kaedah kedua dalam sebulan.

Can my Mesra points be converted in to cash? / Bolehkah mata ganjaran Mesra ditukar menjadi tunai?

All users will begin at the Junior level regardless of point balance.

Currently I have points in my Mesra card, what level will I be in when I start using Setel?

Levels are unlocked based on how much you spend/how many points are collected for the month.
The next level will be unlocked immediately when you hit the minimum spending/total points collected requirement without waiting for the next month.
If your total monthly spending/points collection does not meet the minimum requirement for the particular level, you will be downgraded by 1 level in the following month. Example: Jan: I earned 20 points and I reach level 2. Feb: I earned 0 points and will be downgraded back to level 1 in March. Mar: I earned 100 points will immediately unlock up to level 5. Apr: I earned 0 points and will be downgraded to level 4.
<img src="https://setelappsupport.zendesk.com/hc/article_attachments/360055807951/mceclip0.png" alt="mceclip0.png"> 
To maintain your current level, you will need to spend/collect enough points per the requirements of your current level.
There are many levels within the Mesra Card programme with different bonus points payout within each level for every transaction.
The more you spend, the more you will level up, the more bonus points you will get.

Is it possible for my level to be downgraded or will my level always be maintained/increase?

Levels are downgraded when the minimum collected points requirements are not met for the month.
 
*NOTE Due to the new MCO implementation as of 1st of June 2021, your level will not be downgraded if you do not meet the minimum points required until further notice.
This means that moving forward, if you are in the Hero level, you will remain at the Hero level next month even if you do not meet the requirements to maintain at the Hero level.
However, please be informed that you will still be automatically upgraded if you hit the required points to reach the next level.

When will my level be downgraded?

If you did not spend or make any purchases for the month, your level will drop by 1 in the next month.
In order to maintain your current level, continue spending to meet the minimum spending/points collection requirements for your current level.
Don't worry, the Setel App will prompt you on how to maintain your current level or to unlock the next level.

What happens if I do not spend/make any purchases for the month?

You can redeem fuel using your Mesra points through the app or by swiping your Mesra card at the station.
Alternatively, you can redeem points with these simple steps:
<ol>
<li>Launch the Setel App.</li>
<li>Select Rewards at the bottom middle.</li>
<li>Select Redeem.</li>
<li>Use the slider to choose the amount (RM) and click Redeem.</li>
</ol>
You can also use your Mesra points for your purchases in the Kedai Mesra with no minimum point balance required.

Can I use my points to redeem fuel and how?

You can still redeem your points for rewards in the Mesra rewards portal such as Tealive vouchers, TGV movie tickets, Baskin's Robbins vouchers, and many more.
Visit <a href="https://mesrarewards.foryoubiz.com/" target="_self">bit.ly/redeemje</a> for more details on the reward list.

How do I redeem my points if I can't use Setel in Kedai Mesra?

Yes, bonus points are awarded based on your Mesra membership level for all fuel purchases (petrol or diesel).

Can I earn bonus points if I pump diesel?

Unfortunately, bonus points are only awarded when the Setel Wallet is used at Setel-enabled stations.
Other forms of payment(cash, credit/debit card, PETRONAS gift card) are not entitled to bonus points even if the Mesra Card is linked to the Setel App.
 
The only exception is if the station is under maintenance or not Setel-enabled. In this case, please contact our customer services for further assistance.

I have already downloaded the Setel App, but I don’t want to top-up. Will I still get Bonus points

Of course! All you need to do is link your Mesra Card to your Setel App and pay with the gift card. You can then either swipe with your Mesra Card or get a receipt to earn points.

Can I get Mesra points when I pay with my PETRONAS Gift Card?

Using the Mesra card on Setel allows you to earn bonus points regardless of the payment type (cash, credit/debit card, PETRONAS gift card).
You also do not need to swipe your physical Mesra Card and the transaction will automatically be registered in your member account.

What is the benefit of using a Mesra Card on Setel?

Unfortunately, the bonus points are not available for non-fuel items purchased at the Kedai Mesra.
However, the points from the purchases will count and be collected. This will be used to determine your level.

Will I get Bonus points for my purchases of non-fuel items at Kedai Mesra after I link my Mesra Card to Setel?

In order to earn bonus points, you will need to use the Setel App and use the virtual Mesra Card.
Transactions made outside of the Setel App are not eligible for bonus points. You will be issued a virtual Mesra Card when you register your account on the app.
Your collected points will not be lost as they can be transferred to your virtual card.
Please contact our customer service via the live chat in the Setel App or email us at <a href="mailto:hello@setel.com">hello@setel.com</a> for further assistance.

I have downloaded Setel and own a physical card. How do I collect and earn bonus points?

Currently, there are no special periods for extra bonus points. Bonus points are awarded when a fuel-related transaction is made and your Mesra Card is linked with Setel.
Stay tuned for more ways to earn bonus points!

Is there a special period during any day to get extra Bonus points via Setel?

No, we use a common point structure for everyone.

Is there any difference in the points structure between staff and public ?

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