BANDAR UTAMA PRIVILEGE CARD

FAQs

ONECARD for SHOPPING PRIVILEGES+

What is ONECARD?

ONECARD is the official Bandar Utama Loyalty Card that rewards members with privileges and loyalty points (UPoints) for shopping, dining and other services offered by participating outlets in 1 Utama Shopping Centre, Centrepoint Neighborhood Centre, 1 First Avenue, The Club @ Bukit Utama, Village Shops @ The Club and One World Hotel.

Who is eligible to apply?

Applicants must be 18 years or older to apply for a ONECARD. For applicants below 18 years of age, the application form must be signed by a parent or legal guardian.

Where do I apply for a ONECARD?

You may apply ONECARD membership at

  • The Concierge, 3rd Floor Highstreet or any Customer Service Centres, Ground Floor, Highstreet or 2nd Floor Centre Court at 1 Utama Shopping Centre
  • The Customer Service Counter at The Club, Bukit Utama

Is there a membership fee?

Yes, an application fee of RM 20 for a 3-year membership or RM 30 for a 5-year membership is required upon submitting your application to become a ONECARD member.

What is the validity of the ONECARD membership?

The ONECARD is valid for 3 to 5 years whichever is applicable from the date your application is accepted or the date your card is renewed.

Can my ONECARD be used immediately?

Yes for UPoints earning. To use your ONECARD for parking, you will need to top up your ONECARD with Car Park Credits (CPC) at any of our yellow Auto Pay Stations (APS) and maintain a minimum balance of RM5 Car Park Credits at all times.

How many ONECARDs am I allowed to have?

Each member is only eligible to own 1 ONECARD.

How do I earn UPoints?

UPoints are points earned when you swipe/flash your ONECARD or eONECARD while shopping at ONECARD participating outlets. UPoints are earned at the rate of RM1 spent = 1 UPoint. Please ensure that you ask the cashier for your ONECARD receipt as proof of the UPoint Earning Transaction.

What if I left my ONECARD at home/car when I make purchases at ONECARD participating outlets?

Download the 1 Utama App via the App Store or Google Play Store to obtain your eONECARD, the electronic version of a ONECARD. Flash your eONECARD to earn UPoints.

How do I redeem/shop with my UPoints?

Redemption of UPoints can be done as long as you have sufficient UPoints. Flash your ONECARD or eONECARD and enter your payment PIN to redeem your UPoints for purchases made at a participating outlet at the rate of 1 UPoint = RM0.01. If you have insufficient UPoints, you can top it up with cash or credit card to make the purchase.

Can I collect UPoints when I redeem my UPoints for purchases?

No.

What is the Login Password?

The login password is a security feature applied to every ONECARD. It is required whenever you manage your ONECARD account via the 1 Utama App, ONECARD e-kiosk or www.onecard.com.my. You are also required to key in your login password when you perform a UPoints redemption. Please do not disclose your login password to anyone as it acts as a security code for your ONECARD in case your ONECARD is lost or stolen.

What should I do if I forgot my Login Password?

Kindly proceed to reset your login password at our Concierge, Customer Service Centre, any ONECARD e-kiosk located next to the e-directory around 1 Utama Shopping Centre or the ONECARD website at www.onecard.com.my. Due to security reasons, only cardholders are entitled to reset their password.

How do I check my UPoints balance & transaction history?

It is available at any ONECARD e-kiosk located next to the e-directory around 1 Utama Shopping Centre, the 1 Utama App or www.onecard.com.my.

Are my UPoints transferable?

Yes, it is. You may transfer your UPoints to any valid ONECARD member by using our UPoints transfer service at any ONECARD e-kiosk located next to the e-directory around 1 Utama Shopping Centre or our ONECARD website (www.onecard.com.my) with a 0.5% admin fee charge .

I realized that I did not receive UPoints from one of the ONECARD participating outlets. What should I do?

You may proceed to our Concierge or Customer Service Centre with your original receipts within same days of purchase to request crediting of UPoints for your purchase. Once we have verified your purchase, your UPoints will be awarded within the next 7 working days. You are advised to keep your receipts until UPoints are reflected in your ONECARD account.

I have existing UPoints in my ONECARD but the tenant staff refused to accept it for redemption purchases, what should I do?

You may call/proceed to our Concierge at 603 – 7725 5788 or Customer Service Centre at 603 - 7710 8118 or email info@onecard.com.my to lodge a complaint.

How do I know when my ONECARD expires?

You can check your ONECARD expiry date via our ONECARD e-Kiosk, 1Utama App or www.onecard.com.my. We also send a monthly statement of your UPoints balance and card expiry date to your email account. An SMS will be sent twice to members as a reminder before the expiry date. Please ensure your email address and mobile phone number are up to date in our system.

Is there an expiry date for my ONECARD UPoints?

Yes, once your ONECARD has expired.

Can I have a supplementary ONECARD?

No, we do not provide any supplementary cards at this time.

What are the Bonus UPoints in my ONECARD transaction history?

Bonus UPoints are awarded by the Operator during ONECARD promotions / events from time to time.

How much do I need to pay to renew my ONECARD?

It is RM20 for a 3-year membership and RM30 for a 5-year membership. Your UPoints and Car Park Credits will be transferred automatically when you renew your card if you renew your ONECARD before your expiry date. You will retain all your UPoints and Car Park Credits by renewing on time.

How do I get a FREE auto renewal for a 3-year membership?

Shop and swipe your ONECARD to earn or redeem UPoints from 10 or more transactions within your last renewed membership period.

How do I check my entitlement status to get free auto renewal?

You will receive a sms and email notification regarding the auto renewal providing your contact details are up to date in our system.

How do I ensure my UPoints will not be forfeited?

UPoints earned or reloaded remain valid for redemption so long as the ONECARD to which it relates remains valid.

Do I get a refund on my UPoints and Car Park Credits if my card is expired/cancelled?

You may apply for a refund of the remainder balance of UPoints and Car Park Credits that were topped up, reloaded or purchased via cash or credit card. UPoints earned via shopping or from promotions/marketing and Car Park Credits claimed from conversion of UPoints are strictly non-refundable. A completed refund request form must be submitted within 30 days of the date of expiry or cancellation of your ONECARD. A RM5 administrative fee will be charged for the processing of such refunds.

How do I identify the ONECARD participating outlets?

Most ONECARD participating outlets have floor mats at the entrances and tent cards at the cashier. Our monthly newsletter (ONEbuzz), the ONECARD website (www.onecard.com.my) and the 1 Utama App carries the updated full listing of ONECARD participating outlets. ONEbuzz can be obtained at our Concierge or Customer Service Centre, while stocks last.

I Lost My ONECARD! How do I get a replacement card?

Please contact us at 603-7725 5788 or 603-7710 8118 or email us at info@onecard.com.my to deactivate your ONECARD immediately. Proceed to our Concierge, Customer Service Centre or our website www.onecard.com.my to replace your ONECARD. A replacement fee of RM10 is applicable to replace a lost card. The new ONECARD replacement will contain the remaining balance of UPoints and Car Park Credits (if any) as recorded in our system upon deactivation of your card.

How do I get a waived of the replacement fee for my new ONECARD?

The RM10 replacement fee will be waived upon submission of a police report or any relevant supporting documents. The remaining balance of UPoints and Car Park Credits (if any) will then be transferred to your new ONECARD.

Can I update my details online?

Yes, please update your personal details online at www.ONECARD.com.my. Alternatively, you can email us at info@onecard.com.my or walk in to our Concierge or Customer Service Centre to update your personal details.

Is my personal data protected by the Personal Data Protection Act (PDPA)?

Yes. We take personal data protection seriously and we comply with all relevant laws and regulations. We do not disclose your personal data to third parties but selected personal data may be shared with pre-approved entities participating in and/or who are providing services as part of the ONECARD programme.

I do not receive any newsletters, SMS notifications or emails from the ONECARD team. Why?

Please email us at info@onecard.com.my to update your latest email and mobile phone number or update via ONECARD website at www.onecard.com.my.

Where should I direct my feedback and enquiries on ONECARD matters?

Please email us at info@onecard.com.my or proceed to our Customer Service Centre.

ONECARD for PARKING PRIVILEGES+

How can I use my ONECARD for parking?

ONECARD can be used to pay for parking at Bandar Utama car parks. Please ensure a minimum balance of RM5 Car Park Credits in your ONECARD at all time.

Where Can I use it?

You can use your ONECARD for parking at the following Bandar Utama car parks:

  • 1 Utama Shopping Centre
  • 1 First Avenue, Bandar Utama
  • Plaza IBM & KPMG Tower
  • One World Hotel
  • Centrepoint Neighbourhood Centre, Bandar Utama
  • The Club @ Bukit Utama
  • Village Shops @ The Club
  • 1 Tech Park

I have just applied for a ONECARD. Can I use my ONECARD to enter the car park during my next visit to 1 Utama?

Yes, but please ensure you have topped up your Car Park Credits at our Auto Pay Machines and maintain a minimum balance of RM5 at all time.

How do I Top Up my Car Park Credits?

  • Press the "ONECARD Top Up" button on the screen
  • Insert ONECARD+ into the card slot (left)
  • Select the appropriate top up amount (RM5 – RM500)
  • Insert the amount of money that was selected into the money slot. The machine only accepts the following cash notes (RM1, RM5, RM10 & RM50)
  • Collect receipt (if needed)

Where do I Top Up my Car Park Credits?

Car Park Credits (CPC) can be topped up conveniently at Auto Pay Stations (APS) located around the following Bandar Utama buildings:

  • 1 Utama Shopping Centre
  • 1 First Avenue, Bandar Utama
  • Plaza IBM & KPMG Tower
  • One World Hotel
  • Centrepoint Neighbourhood Centre, Bandar Utama
  • The Club @ Bukit Utama
  • Village Shops @ The Club
  • 1 Tech Park

How do I use my ONECARD to enter/exit the car park?

Tap & hold your ONECARD on the card reader until you hear a ‘beep’ sound. The reader will also show your current CPC balance.

What are the Parking Privileges?

You enjoy exclusive ONECARD members-only parking spots at the ONECARD Preferred Parking+ or ONECARD Preferred Parking @ 3rd floor Rainforest Zone (via the car park entrance opposite Central Park), Lower Ground Floor Centre Court Zone (via ramp to basement car park) and Ground Floor Centre Court Zone (via Open Car Park outside AEON). Besides, you may also enjoy cheaper parking rates.

I have more than RM5 worth of UPoints in my ONECARD but I cannot enter the car park.

Every ONECARD has two different accounts: The UPoints Account and the Car Park Credits Account. UPoints are collected when you shop with your ONECARD. Car Park Credits are credits you top up at Auto Pay Machines. You can only enter the car park with a minimum balance of RM5 Car Park Credits.

I cannot enter the Car Park / ONECARD Preferred Parking with my ONECARD. Why?

Common reasons for this are:

  • Insufficient Car Park Credits (below RM5). Maintain a minimum of RM5 to enter the car park.
  • UPoints CANNOT automatically be used as Car Park Credits. CPC must be loaded via Auto Pay Machines.
  • Entering the car park using a paper ticket but TAPPING the ONECARD at the ONECARD Preferred Parking entry.
  • Expired / Blacklisted ONECARD.
  • An incomplete ONECARD parking transaction history (in/out) at one of the Bandar Utama Property Car Parks.

Can I convert my UPoints to Car Park Credits?

Yes, the minimum UPoints needed for conversion is 1000 UPoints for RM10 Car Park Credits. The conversion of UPoints to CPC can only be done at our Concierge. Once the UPoints are converted to Car Park Credits, the credits CANNOT be converted / reversed / refunded back to UPoints / cash.

Are Car Park Credits transferable?

No, it is not allowed.

Why do I need to have a minimum of RM5 Car Park Credits in my ONECARD to enter the car park?

This is to ensure that you have sufficient Car Park Credits to exit the car park when you leave the mall. It is also to reduce complications for you and other shoppers in case you do not have sufficient CPC to exit.

How do I check my Car Park Credits balances?

You may login to the ONECARD website (www.onecard.com.my), 1 Utama App or ONECARD kiosk to check your current CPC balance or the card reader at the car park area when you tap in your ONECARD for parking.

How do I ensure my Car Park Credits will not be forfeited?

CPC top-ups remain valid for use so long as the ONECARD to which it relates remains valid.

Do I get a refund on my Car Park Credits if my card is expired/cancelled?

You may apply for a refund of the remainder balance of Car Park Credits that were topped up, reloaded or purchased via cash or credit card. A completed refund request form must be submitted within 30 days of the date of expiry or cancellation of your ONECARD. A RM5 administrative fee will be charged for the processing of such refunds. Car Park Credits converted from UPoints are not refundable.

ONECARD LUXE

What are the criteria to be a ONECARD LUXE member?

ONECARD Member aged 18 years and above that qualifies the following criteria set by ONECARD within the period of one (1) calendar year commencing from 1 January to 31 December of the following year:
  • Cumulative nett spending of a minimum sum of RM50,000 with valid earning and redeeming of RM 50,000 worth of UPoints at any ONECARD participating outlets; or
  • Cumulative nett spending of a minimum sum of RM40,000 with valid earning and redeeming of RM 40,000 worth of UPoints at any ONECARD participating outlets and performing 100 valid transactions Earning or Redemption (Redemption excludes the usage of the facilities at The Club).

How long is the ONECARD LUXE membership and when is the duration?

One Calendar year from 1 January to 31 December of the following year.

Will I become a ONECARD LUXE member if I meet the requirements before the calendar year ends?

No, you have to wait until the next calendar year and we will notify you.

What if my ONECARD membership is about to expire?

We will extend 3 years membership to your existing ONECARD for FREE.

How do I maintain my ONECARD LUXE status?

Continue to use ONECARD to earn and redeem to meet the requirements set.

What should I do if I do not meet the ONECARD LUXE membership requirements the following year?

Your ONECARD LUXE membership will be revoked but your ONECARD will be still valid. You are required to surrender your ONECARD LUXE Card and collect your standard ONECARD at any of our Customer Service Centres.

Is the photograph for the ONECARD LUXE card compulsory, why?

Yes, it is compulsory to allow our staff to identify ONECARD LUXE member as the LUXE membership is not transferable.

Must I surrender my existing ONECARD and The Club card to be a LUXE member?

Yes. We will then issue you a new ONECARD LUXE Card with The Club membership expiry date (if applicable).

Do I need to flash my ONECARD LUXE card to enjoy LUXE privileges?

Yes. ONECARD LUXE privileges are exclusively for ONECARD LUXE members only.

Can I use my ONECARD LUXE Card for parking and earning or redemption of UPoints?

Yes, the ONECARD LUXE card acts like a standard ONECARD but it allows you to enjoy additional privileges set for the status.

ONECARD LUXE RESERVED PARKING

Is there any reservation fees?

There is no reservation fees applied to Reserved Parking made through 1 Utama Mobile App but a 1,000 UPoints worth of RM 10 will be deducted from your ONECARD account as parking fee for the said reservation.

Is there a minimum or maximum stay duration?

There is no minimum stay required but reservation is capped to at 4:00am on the next day. Extra hours or days stayed outside of the cut-off time at 4.00am on the next day (overstay) will be charged as per the standard rates. The overstay fee is calculated as a new transaction from the first hour or day of the standard rate table.

Where is the parking location for ONECARD LUXE Reserved Parking?

ONECARD Preferred Parking+, Ground Floor, Centre Court Main Entrance.

What payment methods are accepted when making a reservation?

We only accept ONECARD UPoints redemption for payment of car park reservation. So you must maintain a minimum of 1,000 UPoints (RM10) in your ONECARD account when a reservation is made.

What do I do if the car park is closed when I arrive at the car park?

Once you have successfully reserved a parking spot via our 1U Mobile App, we will reserved a parking spot up to a maximum of one hour from your confirmed reservation time. So even if the car park appears to be closed you can still tap in with your ONECARD LUXE card at the barrier gate to enter the car park and tap again as you enter the designated parking area. The confirmation email provides you with direction to the said parking area.

What happens when I exit the car park?

Simply tap out with your ONECARD LUXE card at the barrier gate to exit the car park.

What happens if I reach the car park later than my confirmed reservation time?

Your parking spot will be revoked and your reservation is cancelled with no refund.

Can I tap and enter the same parking area if I am late?

Yes, if the car park is available and parking credits will be deducted accordingly.

How advance can I make a reservation?

Reservation can only be made one hour in advance of your arrival time between 9am to 9pm.

How do I know that my reservation has been placed?

Shortly after you have completed your reservation, an email with reserved parking reference number confirming all your details will be sent to you. All reservations are made subject to our ONECARD LUXE Reserved Parking Terms and Conditions.

What happened if I need to cancel my reservation?

No cancellation of reservation could be made once the reservation is confirmed.

ONECARD KIDS+ PRIVILEGES+

Who is eligible to apply ONECARD Kids+?

It is applicable for children aged 12 years and below. The ONECARD Kids+ card must be tied to a valid ONECARD holder by a parent / legal guardian.

Where do I apply ONECARD Kids+?

You may apply for a ONECARD Kids+ membership at

  • The Concierge, 3rd Floor Highstreet or any of the Customer Service Centres at Ground Floor, Highstreet or 2nd Floor Centre Court at 1 Utama Shopping Centre
  • The Customer Service Counter at The Club @ Bukit Utama

How Many ONECARD Kids+ is each ONECARD member allowed to apply for?

Each ONECARD member / The Club member can apply for up to FOUR (4) ONECARD Kids+

Which document should I present upon application?

You will need to present your child’s MyKid card / Birth certificate. If you are a foreigner, please present your passport upon application.

How much do I have to pay and how long is the card’s validity?

It is free and the card’s validity will align with the parent’s ONECARD validity.

What are the privileges & benefits of a ONECARD Kids+?

ONECARD Kids+ will enjoy a free welcome gift upon sign-up and Birthday Treats during the birthday month. Exclusive ONECARD Kids+ activities, workshops and privileges for members will be organized from time to time.

Can I use ONECARD Kids+ for parking?

No. It is only applicable for Earning/Redemption of UPoints at ONECARD participating outlets.

What if my child turns 13 years old and is still holding a ONECARD kids+?

A ONECARD Kids+ membership will be automatically upgraded to a ONECARD for 5 years FREE upon attainment of the age of 13 years old

Am I authorized to make any transaction using my child’s ONECARD Kids+ ?

Yes, if you can prove that you are the parent/legal guardian of the child.

Can I transfer my UPoints to my child’s ONECARD Kids+ ?

Yes. You may transfer your UPoints to any valid ONECARD member by using our UPoints transfer service at any ONECARD e-kiosk located next to the e-directory around 1 Utama Shopping Centre or our ONECARD website.

Can I combine my UPoints with my child’s ONECARD Kids+?

No. You cannot combine your UPoints with your child’s ONECARD Kids+ for any redemption purposes.

Is my child’s ONECARD Kids+ login password the same as my ONECARD login password?

No. A ONECARD Kids+ has its own login password.

Lost Your ONECARD Kids+?

Please contact us @ 630-7725 5788 or 603-7710 8118 or email us @ info@onecard.com.my to deactivate your ONECARD Kids+ immediately.

How & where do I get a replacement card?

A non-refundable replacement fee of RM10 is applicable to replace a lost card. You may replace your ONECARD Kids+ at Concierge or any Customer Service Centre.

How do I apply for a waive of the replacement fee for the lost card?

The RM10 replacement fee will be waived upon submission of a police report or any relevant supporting documents. The remaining UPoints balance will be transferred to your new ONECARD Kids+.

ONECARD GIFT CARD

What is a ONECARD Gift Card?

A ONECARD Gift Card is a gift card containing UPoints that can be gifted to friends, loved ones, colleagues etc. for special occasions. Receivers of the Gift Card can enjoy the value within the gift card and use it to shop at more than 600 ONECARD participating outlets.

Where do I purchase a ONECARD Gift Card?

The Concierge, 3rd Floor Highstreet or any of our Customer Service Centre at Ground Floor, Highstreet or 2nd Floor Centre Court at 1 Utama Shopping Centre

Where can I use a gift card?

After the conversion of UPoints into the ONECARD, the recipient can use the UPoints value in the ONECARD to purchase goods and services at ONECARD participating outlets in 1 Utama shopping Centre, One World Hotel, The Club at Bukit Utama and Centrepoint via UPoints Redemption Transaction.

Who is eligible to buy and receive a ONECARD Gift Card?

Anyone (ONECARD / Non ONECARD member) can purchase or receive a ONECARD Gift Card.

Can a non-ONECARD member receive a Gift Card?

Yes, the non-member recipient of a gift card will be given a complimentary 5-year ONECARD membership to allow the recipient to use the UPoints from the gift card

How does the Gift Card work?

The receiver must convert the Gift Card value into UPoints into their ONECARD at our Customer Service Centre at Concierge, 3rd Floor Highstreet / Ground Floor, Highstreet or 2nd Floor Centre Court at 1 Utama Shopping Centre or ONECARD Website www.ONECARD.com.my. If the receiver is not a ONECARD member, he/she will be given a complimentary 5-year ONECARD Membership before converting the UPoints into his/her card.

I just received a ONECARD Gift Card from my friend. Can I use it to make payments at participating ONECARD outlets?

Please proceed to our Concierge / Customer Service Centre / www.onecard.com.my to convert the gift card value to UPoints into your ONECARD before you start to shop.

What is the payment mode to purchase a gift card?

You can either pay by cash, credit card or redeem with your Maybank Treats Points via Rcubed Redemption (www.rcubed.com.my)

Is there an expiry date?

Yes, the gift card is valid for one year from the date of issuance. However, once the UPoints value has been converted into in the ONECARD, the expiry date of the UPoints will follow the expiry date of the ONECARD membership and the UPoints can be carried forward if the ONECARD is renewed.

Can I purchase ONECARD gift cards in bulk (Corporate Gift Card)?

Yes. Please contact our ONECARD Marketing Team at 03-7726 4788 or email us at info@onecard.com.my

What is the minimum and maximum value to purchase a Gift Card?

The value of the Gift Card is between RM10 – RM200. Any amount more than RM200 can also be arranged.

Is there a GST for Gift Card Purchases?

No. GST is not applicable for purchase of Gift Card

Can the Gift Card be replaced if it is lost or stolen?

No. Gift Cards cannot be replaced if lost, stolen or if unauthorized usage occurs.

Can I earn UPoints when I purchase a Gift Card?

No.

Can I top up my Gift Card?

No.

Do ONECARD Physical Gift Cards have different designs?

No. A generic gift card design will be given for any purchase.

When will the Gift Card be deactivated?

The validity period of a Gift Card is one year from the date of its purchase.

As a purchaser, can I get a refund for my ONECARD Gift Card?

Yes. ONLY purchasers are allowed to apply for refunds. So long as the gift card is still valid. However, a RM5 administrative fee will apply.