FAQs

ONECARD for SHOPPING PRIVILEGES+

What is ONECARD?

ONECARD is the official 1 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, One World Hotel and AVANTE 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 of our Customer Service Centre located at 2nd Floor Oval, Centre Court 1 Utama or Lower Ground Floor 1 Utama E.
  • Via www.onecard.com.my or 1 Utama SuperApp

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 ONECARD for parking, you will need to top up your ONECARD with Car Park Credit (CPC) through 1 Utama SuperApp or any of our yellow Auto Pay Stations (APS) and maintain a minimum 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 pay with 1PAY e-Wallet 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 SuperApp via the Huawei App Gallery, App Store or Google Play Store to obtain your ONECARD numbers. Flash your My Account in the app 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 redeem it via 1PAY Scan & Pay. 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?

Yes.

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 SuperApp or www.onecard.com.my. 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 via 1 Utama SuperApp or at our Concierge, Customer Service 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?

Login to your ONECARD account via 1 Utama SuperApp or log on to www.onecard.com.my

Are my UPoints transferable?

Yes, it is. You may transfer your UPoints to any valid ONECARD member by using our 1PAY Transfer service via 1 Utama SuperApp or ONECARD website (www.onecard.com.my).

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 1 Utama SuperApp or www.onecard.com.my. We also send a monthly statement of your 1PAY 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 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?

Our 1 Utama SuperApp and the ONECARD website (www.onecard.com.my) carries the updated full listing of ONECARD participating outlets.

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 waiver 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 or 1 Utama SuperApp. 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 or 1 Utama SuperApp.

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
  • AVANTE Hotel
  • Centrepoint Neighbourhood Centre, Bandar Utama
  • The Club @ Bukit Utama
  • Village Shops @ The Club
  • 1 Tech Park
  • 1Powerhouse

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 through 1 Utama SuperApp or our Auto Pay Machines and maintain a minimum balance of RM5 at all time.

How do I Top Up my Car Park Credits?

1 Utama SuperApp

  • Login to your ONECARD account
  • Click Park icon
  • Top up any value from a minimum of RM10 up to RM100

Auto Pay Machine

  • Press the "ONECARD Top Up" button on the screen
  • Insert ONECARD+ into the card slot (left)
  • Select the appropriate top up amount (RM5 – RM100)
  • 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 @ 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 1 Utama SuperApp or 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 via 1 Utama Super App. 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 SuperApp or ONECARD e-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 LUXE Membership will be awarded to any ONECARD Member aged 18 years and above that qualifies the following criteria set by ONECARD within 12 months period:
  • Cumulative nett spending of a minimum sum of RM35,000 with valid ONECARD earning and 1PAY of RM35,000 worth of UPoints at any ONECARD or 1PAY participating outlets.
Note: Any UPoints rewarded and extra UPoints earned during any adhoc promotion period shall not be applicable for purposes of LUXE status qualification.

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

ONECARD LUXE Membership is valid for 12 months from the date of announcement and notification on 7th of the following month.

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

No, you have to wait until the completion of 12 months 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 UPoints or pay with 1PAY e-Wallet 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 SILVER

What are the criteria to be a ONECARD SILVER member?

ONECARD SILVER Membership will be awarded to any ONECARD Member aged 18 years and above that qualifies the following criteria set by ONECARD within the past 12 months period:
  1. Cumulative net spending of a minimum sum of RM10,000 with valid earning of RM10,000 worth of UPoints at any ONECARD or 1PAY participating outlets; and
  2. A cumulative of 100 valid UPoints earning or 1PAY transactions (*Each 1PAY Scan & Pay transaction will be counted as 2X transactions)
Note: UPoints Rewards/ Cashback and Extra UPoints shall not be applicable for purposes of ONECARD SILVER tier qualification.

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

ONECARD SILVER membership tier is valid for 12 months from the date of announcement and notification on 7th of the following month.

Will I become a ONECARD SILVER member if I meet the requirements before the completion of 12 months ONECARD SILVER tier membership?

No, you have to wait until the completion of 12 months and we will notify you.

Do I need to change my ONECARD to be a SILVER member?

No change of card is required. ONECARD SILVER membership will be shown in 1 Utama SuperApp and ONECARD website. Download 1 Utama SuperApp to know more about your SILVER membership privileges.

How do I maintain my ONECARD SILVER status?

Continue to use ONECARD to earn and redeem UPoints or pay with 1PAY e-Walet to meet the requirements set.

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

Your ONECARD SILVER membership will be revoked but your ONECARD will be still valid. You can continue to shopping with ONECARD to join SILVER again.

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 2nd Floor Oval, Centre Court, or LG 1 Utama E at 1 Utama Shopping Centre.
  • The Customer Service Centre at The Club @ Bukit Utama.
  • Online by clicking here.
  • 1 Utama SuperApp by first logging into your ONECARD.

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, promotions 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 / top up my child’s ONECARD Kids+ balance ?

Yes. You may transfer your UPoints to or top up any of your child’s ONECARD Kids+ by using 1 Utama SuperApp or online by logging into your ONECARD.

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 @ 603-7725 5788 or 603-7710 8118 or email us @ onecard@1utama.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+ online at www.onecard.com.my or 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 GOLDEN SENIOR

What are the criteria to be a ONECARD GOLDEN SENIOR member?

ONECARD GOLDEN SENIOR is an added status awarded to any ONECARD Member aged 60 years and above for FREE.

How long is the ONECARD GOLDEN SENIOR status and when is the duration?

ONECARD GOLDEN SENIOR status will align with the original ONECARD validity. Hence, it won’t expire as long as the original ONECARD is active.

What are the privileges & benefits of ONECARD GOLDEN SENIOR status?

Find all the privileges & benefits of ONECARD GOLDEN SENIOR status here

Do I need to change my ONECARD to be a GOLDEN SENIOR member?

No change of card is required. ONECARD GOLDEN SENIOR status will be shown in 1 Utama SuperApp and ONECARD website. Download 1 Utama SuperApp to know more about ONECARD GOLDEN SENIOR.

I’m a senior citizen aged 60 and above, I’m interested in the ONECARD GOLDEN SENIOR status but I do not have a ONECARD membership. How do I apply and how much will it cost?

Great news to all senior citizen aged 60 and above! You’re entitled to join our ONECARD membership for free!

Visit any Customer Service Centre at 2nd Floor Oval, 2nd Floor Centre Court, LG Floor 1 Utama E or Concierge, 3rd Floor Highstreet at 1 Utama Shopping Centre to apply for your FREE ONECARD. You may also apply online by clicking here to apply for a 5-year ONECARD membership for FREE.

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 770 ONECARD participating outlets.

Where do I purchase a ONECARD Gift Card?

The Concierge, 3rd Floor Highstreet or any of our Customer Service Centre located at 2nd Floor Oval, Centre Court or Lower Ground Floor 1 Utama E. Alternatively, you can visit www.oneshop.com.my.

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 / 2nd Floor Oval or Centre Court at 1 Utama Shopping Centre or ONECARD Website www.onecard.com.my or via 1 Utama SuperApp. 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/ 1 Utama SuperApp 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.

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.

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.