FAQs | ZCITY - #1 All-in-One Rewards App in Malaysia

General FAQs

Transform and simplify your e-payment gateway experience with the ZCITY app to enjoy great deals and expect more earning and brilliant rewards back right at you! Members and merchants get to enjoy affiliate cashback programmes too. Being a platform that offers instant rebate and cashback programmes, ZCITY also advocates to help everyone enjoy multiple rewards while giving back to the community.

It’s REWARDS ON REWARDS is the one you’ll look forward to. Enjoy cash rebates, free vouchers, hot deals and promotions when you make transactions via the app. Meanwhile, ZCITY app also lets you generate Zcoins for users to enjoy an immediate discount when they made any payment via ZCITY app.

ZCITY is currently only available in Malaysia. Users with Malaysian numbers will be able to register and use ZCITY.

ZCITY is currently available only in the English and Simplified Chinese Language.

It is absolutely FREE! Users can download ZCITY apps from Google Play Store, Apple App Store or Huawei AppGallery at ZERO cost and no hidden or additional charges may occur.

No. One ZCITY account can only be linked to one registered mobile number with verified email.

You may contact ZCITY through the following.

Careline	+6 017-715 8336
Email	[email protected]
Facebook	www.facebook.com/zcitymalaysia
Live Chat	https://www.zcity.io/contact.html
Operation Hour	Monday to Friday (Including Public Holiday) 8:30AM - 5:30PM

Follow our Facebook page at www.facebook.com/zcitymalaysia to get the latest news and be updated of the happenings of ZCITY.

Alliance Bank	HSBC Bank
Affin Bank	KFH
Bank Islam	Maybank2u
Bank Muamalat	OCBC Bank
Bank Rakyat	Public Bank
BSN Bank	RHB Bank
CIMB Clicks	Standard Chartered
Hong Leong Bank	UOB Bank

No, currently ZCITY app is only available for credit card payment but not available for instalment plan.

Updated 8/7/2022

User FAQs

(1) Search and download “ZCITY” from Google Play Store, Apple App Store or HuaweiApp Gallery.
(2) Open ZCITY App and tap on 'Login or Sign Up' at Homepage to continue a new account registration.

Email verification is a security measure in which the email address associated to your ZCITY account is authenticated. Additionally, unauthorized changes to your email address and password can be prevented. Likewise, verifying your email address allows you to receive important order updates and notifications in your email account. We will also keep you updated with the latest news, campaigns and promotions in ZCITY.
Tips: Verify your email now to get exclusive rewards!

You will receive exclusive rewards once you have done your email verification as below:
- RM2 Rahmah voucher (for new user)
- RM1 E-voucher discount (for new user)
- 200 Zcoins worth RM2 (for new user)
- Entitle to participate all upcoming campaigns and features
- Enjoy upcoming exclusive rewards/vouchers from ZCITY

Currently there is only available to switch in between Chinese and English language.
(1) Go to “Account” page > Tap the “Setting” icon (top right).
(2) Tap “Language” to select your preferred language.

(1) Go to “Account” page > Scroll down to “Profile Setting” and click “My Profile” icon.
(2) You may edit account password, nickname, add bank account information, etc.

If you are not logged in, you can tap the 'Forget password' button at Login page. Follow the following steps to recover your password.

1st reward: discount amount (Zcoins) from ZCITY
2nd reward: reward from the payment method that you selected
Scenario:
Users pay using by ZCITY. Select “GrabPay Online” as payment method. User able to enjoy discount from ZCITY + earn Zcoins from Grab at the same time.

Go to “Account” page > Scroll down to “Profile Setting” > Click “Referral QR Code” > Share the invitation QR code to your friends to let them download and register ZCITY

i. Tap 'Account' page. Tap 'My Order' > 'All Order'.

ii. Select 'Pay' to submit payment again or you may wait for the applied voucher and Zcoins to be reverted back to your ZCITY account within 2 hours.

Yes, user may proceed to register an account without any referrer code.

No, ZCITY app is a rewarding app but not an e-wallet. Therefore, there is no function to transfer withdrawal credit to another user.

Please follow steps below to apply refund.
(For user with bank account details added in app, please skip step 1 and continue with step 2)
(1) Go to 'Account' page > Scroll down to 'Profile Setting' > Tap on 'My Profile' > Tap on 'Bank Info' & tap on '+' icon > Enter beneficiary bank account details > Tap on 'Confirm & Save'.

**Please ensure that the information provided is true and correct.
(2) Go to 'Account' page > 'My Orders' > Tap on the bill payment failed transaction > Select (2) Pergi ke halaman 'Akaun'' > 'Pesanan Saya' > Klik transaksi pembayaran bil yang gagal > Pilih butang 'Bayaran Balik' untuk meneruskan.
(3) Users select beneficiary bank account and fill up the individual particulars as required > Submit and receive OTP > Enter the OTP and complete the process.

**Please ensure that the information provided is true and correct.
(4) Tap on 'Submit' to complete.
(5) The refunded amount shall be reverted in user's provided bank account within 7 - 14 working days. Meanwhile, the used Zcoins (if any) shall be reverted back into user's ZCITY account and the used rebate voucher (if any) shall be reverted back in 'Account' page > 'My Zcoupons' within 7 - 14 working days.
Notes: Should you have any questions, kindly contact our careline for further assistance.

(A) Referral Zcoins
All registered ZCITY user with successful email verification can earn more rewards when referring friends to register as ZCITY new ZCITY user. (You will receive 100 referral Zcoins when you successfully referred a friend to register ZCITY upon successful email verification.) Furthermore, you'll also receive a 50% Zcoins from the total amount of the transaction that your friend spent in ZCITY.

Example:
A refer to B to register as ZCITY new ZCITY user. A can get 100 referral Zcoins. (For instance, refer to 10 friends will earn 1,000 Zcoins.)
B make payment with paid amount RM50 in ZCITY app. B can earn 50 Zcoins and A can get 50% Zcoins (25 referral Zcoins) from the transaction that B has made.

(B) Referral Zbonus
When your friend redeemed RM3 Bill Payment voucher (received from New User rewards upon successful email verification), then you will be rewarded RM1.50 referral Zbonus under Homepage/Account > My Zcoupons > Zbonus.
Notes:
Users can only be able to receive this Referral Zbonus before 16 August 2022. Please stay tuned for more exciting 'Refer & Earn' benefits!

Updated 8/7/2022

Bill Payment FAQs

ZCITY bill payment is one of the features in ZCITY app that allow you to pay your utilities bills instantly. Users can enjoy instant rebate and earn Zcoins when paying bill via ZCITY.

Yes

It is located at ZCITY home page with an icon stated 'Bill' and 'Prepaid'.

No, ZCITY is a reward based platform that uses one of the largest and trusted payment gateway in Malaysia which is IPAY88 to process our user bill payment to different biller companies accordingly.

- Electricity
- Water
- Network
- TV Subscription
- Mobile Postpaid
- Mobile Prepaid
- Rental Collection
- Summon
- Tax Assessment

Notes:
Some other services/items/products might also subject to close without prior notice due to unpredictable technical issue. Sorry for any inconveniences.

Alliance Bank	HSBC Bank
Affin Bank	KFH
Bank Islam	Maybank2u
Bank Muamalat	OCBC Bank
Bank Rakyat	Public Bank
BSN Bank	RHB Bank
CIMB Clicks	Standard Chartered
Hong Leong Bank	UOB Bank

There's different payment amount requirement for each biller/service. Kindly tap on 'Bill' icon at homepage, select your preferred biller/service and tap on 'Notes' to check more details.

Within 1 to 3 working days.

Please seek for our ZCITY careline for further assistance on your payment status checking.

Careline	+6 017-715 8336
Email	[email protected]
Facebook	www.facebook.com/zcitymalaysia
Live Chat	https://www.zcity.io/contact.html
Operation Hour	Monday to Friday (Including Public Holiday) 8:30AM – 5:30PM

Users need not to pay any processing fee for all bill payment.

In the scenario which the payment has not been successfully completed, the payment order will still remain in the user's account. You may tap “Account” page > “My Order” > Tap “pay” button to proceed the uncompleted payment.

Example:
User A pay Maxis postpaid bill via ZCITY app. However, there is failure (such as internet connection problem) occurred during payment process. User A may follow the instructions below to continue the uncompleted payment again.
(1) Go to “Account” page and tap “My Orders”. You will see the uncompleted payment order that you have made just now. Select “Pay” button to submit the uncompleted payment again.
(2) Select payment method. Tap “Confirm Payment” to proceed.
(3) Once payment successfully completed, it will redirect you back to ZCITY app page with 'View Receipt' button. Tap 'View Receipt' > 'My Order' > 'Completed' to check your successful transaction.
**Please allow 1-3 working days for payment details to be reflected in your biller service account.

For each ZCITY new registered user with successful email verification, a RM3 bill payment rebate voucher will be credited instantly to new user’s account. However, ZCITY will also launch certain bill payment rebate voucher for seasonal campaigns. Please stay tune for ZCITY app, official Facebook page and official website for more campaign rewards!

Yes, as long as users ensure all information inserted is correct before proceeding for payment checkout.

Strictly no payment reverted or no refund offered, once bill payment has been processed successfully. Please ensure that you have verified your billing details carefully before making your payment to avoid making incorrect bill payments. Besides that, any bill with expired payment due date is not valid to be paid in ZCITY too. However, users shall contact Biller’s customer service accordingly to check and settle the expired bill.Please contact our ZCITY careline for further assistance on your bill payment checking.

Tap “My Orders” at “Account” page to check your bill payment transaction history and status.

Please follow steps below to apply refund. (For user with bank account details added in app, please skip step 1 and continue with step 2)

(1) Go to 'Account' page > Scroll down to 'Profile Setting' > Tap on 'My Profile' > Tap on 'Bank Info' & tap on '+' icon > Enter beneficiary bank account details > Tap on 'Confirm & Save'.

**Please ensure that the information provided is true and correct.
(2) Go to 'Account' page > 'My Orders' > Tap on the bill payment failed transaction > Select 'Refund' button to proceed.
(3) Users select beneficiary bank account and fill up the individual particulars as required > Submit and receive OTP > Enter the OTP and complete the process.

**Please ensure that the information provided is true and correct.
(4) Tap on 'Submit' to complete.
(5) The refunded amount shall be reverted in user's provided bank account within 7 - 14 working days. Meanwhile, the used Zcoins (if any) shall be reverted back into user's ZCITY account and the used rebate voucher (if any) shall be reverted back in 'Account' page > 'My Zcoupons' within 7 - 14 working days.

Notes: Should you have any questions, kindly contact our careline for further assistance.

Please allow 1-3 working days for payment to be updated in your service biller account. If it is still under processing after 3 working days, kindly contact our ZCITY careline for further assistance on your bill payment checking.

Careline	+6 017-715 8336
Email	[email protected]
Facebook	www.facebook.com/zcitymalaysia
Live Chat	https://www.zcity.io/contact.html
Operation Hour	Monday to Friday (Including Public Holiday) 8:30AM – 5:30PM

Any ZCITY account paying the same bill account (e.g: Digi Postpaid 016-3009000) will be limited to one (1) transaction per day and five (5) transactions per month.

ZCITY Account	Transaction Date & Time	Payment Status
ZCITY Account A pay to Digi Postpaid 016-3009000	15-March-2022, 04:22:56 PM	SUCCESS
ZCITY Account A pay to Digi Postpaid 016-3009000	15-March-2022, 06:13:18 PM	FAILED
ZCITY Account B pay to Digi Postpaid 016-3009000	15-March-2022, 08:45:03 PM	FAILED
ZCITY Account C pay to Digi Postpaid 016-3009000	16-March-2022, 10:23:39 AM	SUCCESS
ZCITY Account D pay to Digi Postpaid 016-3009000	17-March-2022, 09:47:25 AM	SUCCESS
ZCITY Account E pay to Digi Postpaid 016-3009000	18-March-2022, 11:18:18 PM	SUCCESS
ZCITY Account F pay to Digi Postpaid 016-3009000	19-March-2022, 12:43:24 PM	SUCCESS
ZCITY Account A pay to Digi Postpaid 016-3009000	19-March-2022, 06:36:17 PM	FAILED

Updated 8/7/2022

e-Voucher FAQs

- Petrol
- eWallet
- Food
- Shopping
- Transport
- Game

Notes:
All services/items/products are available on first come, first served basis. Some services/items/products might subject to close without prior notice due to unpredictable technical issue. Sorry for any inconveniences.

1. Tap on 'E-voucher' icon at ZCITY homepage.
2. Browse your preferred e-voucher brand and select your preferred e-voucher amount.
3. Tap on 'Claim discount vouchers' to get your reward and tap on 'Purchase Now'.
(Please read 'Terms & Conditions' carefully at the same page to check the details of redemption instructions after successful payment.) 4. Select your preferred purchase quantity. Select your preferred payment method. Tap to apply Zcoins discount (if any). Tick to agree E-voucher Agreement. Tap on 'Submit' to proceed with payment.

Retail e-Vouchers

For retail e-Voucher redemption, you must present your e-Voucher to the retail store cashier for redemption verification by entering the e-Voucher code. FYI, this is only valid and redeemable at retail stores.
**Please click Homepage “E-Voucher” icon and read the “Terms & Conditions” of each e-Voucher brand to check the details of redemption instructions after successful payment

Online e-Vouchers

For online e-Voucher redemption, you must copy and paste the e-Voucher PIN during payment checkout at your online platform. However, some may redirect you to the product/brand page itself to complete your redemption flow. This is only valid and redeemable at online platforms only.
**Please click Homepage “E-Voucher” icon and read the “Terms & Conditions” of each e-Voucher brand to check the details of redemption instructions after successful payment

After purchased, go to “Homepage” or “Account” page > “My E-Vouchers” to check all of your purchased e-Voucher.

Users must redeem it only at a selected app accordingly after purchasing the e-Voucher via ZCITY. Do note that only an active and valid account is required to redeem each Brand’s e-voucher. Download the app from Google Play or Appstore for better details and user friendly experience.
**Please click Homepage “E-Voucher” icon and read the “Terms & Conditions” of each e-Voucher brand to check the details of redemption instructions after successful payment.

Minimum spending is subjected to different e-Voucher. Kindly refer to the terms & condition of the e-Voucher for your redemption.

The e-voucher is non-refundable and non-exchangeable for cash in part or full, valid for a single transaction only. You can use this e-voucher for the purchase of the same value or higher value, just that any remaining balance will be forfeited.
If the value of your order exceeds the value of the e-voucher, any outstanding balance shall be paid by the user using a different payment method.

The e-Vouchers are only valid for ONE time redemption and cannot be used partially.

You may go to “Homepage” or “Account” page > “My E-Vouchers” to check your e-Voucher validity period.
Each e-Voucher has different validity period. The e-Voucher will only be valid before the expired date. Please remember to use it before it expires!

Please click Homepage 'E-Voucher' icon and read the 'Terms & Conditions' of each e-Voucher brand to contact respective Careline for assistance.

Yes, you can send your purchased e-Vouchers to your ZCITY friends. Each e-Voucher only can be sent once to other user.
Example: User A sends User B a gift e-Voucher thru ZCITY. After User B received the e-Voucher, it can't be transferred to other user anymore.

Please follow the steps below.
(1) Go to 'Homepage' or 'Account' page > 'My E-Vouchers' > tap 'Active' and selected the e-Voucher that you wish to send.
(2) Select bottom right corner 'Option' icon > Select “Send a gift”.
(3) Insert the area code and ZCITY ID (mobile number registered with ZCITY account) of your friend.
(4) Tap 'Send a Gift'. The page will pop up your friend's ZCITY ID account information. Click 'Confirm' to proceed.
(5) e-Voucher successfully sent and it will be stored at 'Homepage' or 'Account' page > 'My E-Vouchers' > 'Gifted'.
(6) Your friend shall receive your e-Voucher immediately. He/She may check the e-Voucher at “Homepage” or 'Account' page > 'My E-Vouchers' > 'Active'.

Each e-Voucher can only be transferred ONCE to other ZCITY user. Please be informed that each e-Voucher can only be transferred ONCE to other ZCITY account. Transferred e-Voucher cannot be reverted anymore.
Example: User A sends User B a gift e-Voucher thru ZCITY. After User B received the e-Voucher, the same e-Voucher can't be transferred to other user anymore.

There is only purchase limitation on below items:

e-Voucher Type	Purchase Limitation
Boost eWallet Reload PIN	1. Limited only 1 transaction daily for each denomination and 15 transactions monthly for each denomination for the same ZCITY account. 2. You can only purchase two (2) different denomination of Boost eWallet Reload PIN daily for the same ZCITY account. 3. You can only purchase thirty (30) Boost eWallet Reload PIN monthly for the same ZCITY account. **Please check the denomination that you wish to purchase before payment.
Touch N’ Go eWallet reload PIN	1. Limited only 1 transaction daily for each denomination and 15 transactions monthly for each denomination for the same ZCITY account. 2. You can only purchase two (2) different denomination of Touch' N Go eWallet Reload PIN daily for the same ZCITY account. 3. You can only purchase thirty (30) Touch' N Go eWallet Reload PIN monthly for the same ZCITY account. **Please check the denomination that you wish to purchase before payment.
Razer Gold Reload PIN	1. Limited only 1 transaction daily for each denomination and 15 transactions monthly for each denomination for the same ZCITY account. 2. You can only purchase two (2) different denomination of Razer Gold Reload PIN daily for the same ZCITY account. 3. You can only purchase thirty (30) Razer Gold Reload PIN monthly for the same ZCITY account. **Please check the denomination that you wish to purchase before payment.
Steam Wallet Reload PIN	1. Limited only 1 transaction daily for each denomination and 15 transactions monthly for each denomination for the same ZCITY account. 2. You can only purchase two (2) different denomination of Steam Wallet Reload PIN daily for the same ZCITY account. 3. You can only purchase thirty (30) Steam Wallet Reload PIN monthly for the same ZCITY account. **Please check the denomination that you wish to purchase before payment.
Garena Shells Reload PIN	1. Limited only 1 transaction daily for each denomination and 15 transactions monthly for each denomination for the same ZCITY account. 2. You can only purchase two (2) different denomination of Garena Shells Reload PIN daily for the same ZCITY account. 3. You can only purchase thirty (30) Garena Shells Reload PIN monthly for the same ZCITY account. **Please check the denomination that you wish to purchase before payment.
PUBG Mobile Reload PIN	1. Limited only 1 transaction daily for each denomination and 15 transactions monthly for each denomination for the same ZCITY account. 2. You can only purchase two (2) different denomination of Garena Shells Reload PIN daily for the same ZCITY account. 3. You can only purchase thirty (30) Garena Shells Reload PIN monthly for the same ZCITY account. **Please check the denomination that you wish to purchase before payment.
Roblox reload PIN	1. Limited only 1 transaction daily for each denomination and 15 transactions monthly for each denomination for the same ZCITY account. 2. You can only purchase two (2) different denomination of Roblox reload PIN daily for the same ZCITY account. 3. You can only purchase thirty (30) Roblox reload PIN monthly for the same ZCITY account. **Please check the denomination that you wish to purchase before payment.
Giant e-Voucher	1. Limited only 1 transaction daily for each denomination and 15 transactions monthly for each denomination for the same ZCITY account. 2. You can only purchase two (2) different denomination of Giant e-voucher daily for the same ZCITY account. 3. You can only purchase thirty (30) Giant e-vouchers monthly for the same ZCITY account. **Please check the denomination that you wish to purchase before payment.

Please click Homepage “E-Voucher” icon, select your preferred e-voucher brand and proceed to checkout page to check respective payment method.
Notes: Some payment methods might subject to close without prior notice due to unpredictable technical issue. Sorry for any inconveniences.

The item that you purchased via ZCITY app is a reload PIN. You are required to copy their PIN from ZCITY “Homepage” or “Account” page > “My E-Vouchers” and reload in your Touch N’ Go eWallet app account. After purchased Touch N’ Go eWallet reload PIN in ZCITY. Please follow steps below to complete your Touch N’ Go eWallet account reload:
(1) After successful payment, please go to “Homepage” or “Account” page > “My E-Vouchers” > “Active”
(2) Check the Touch ‘n Go eWallet reload PIN provided in the details page > Tap “Click to copy PIN”
(3) Open TNG eWallet app > Tap “Reload” > Tap “TNG eWallet Reload PIN” > Enter/Paste the PIN that you have copied from ZCITY app > Successfully redeemed and done reload!

In the scenario which the payment has not been successfully completed, the payment order will still remain in the user's account. You may tap “Account” page > “My Order” > Tap “pay” button to proceed the uncompleted payment.
Example:

User A purchases Touch N’ Go reload e-Voucher in ZCITY app. However, there is failure (such as internet connection problem) occurred during payment process. User A may follow the instructions below to continue the uncompleted payment again.
(1) Go to “Account” page and tap “My Orders”. You will see the uncompleted payment order that you have made just now. Select “Pay” button to submit the uncompleted payment again.
(2) Select payment. Tap “Confirm Payment” to proceed.
(3) After successful payment, please go “Homepage” or “Account” page > “My E-Vouchers” > “Active”
(4) Check the Touch ‘n Go eWallet reload PIN provided in the details page > Tap “Click to copy PIN”
(5) Open TNG eWallet app > Tap “Reload” > Tap “TNG eWallet Reload PIN” > Enter/Paste the PIN that you have copied from ZCITY app > Successfully redeemed and done reload!

The e-voucher PIN (only for those e-voucher redemption with PIN) shall be reflected immediately or within ONE (1) hour at “Homepage” or “Account” page > “My E-Vouchers” > “Active”.
If you don’t receive the PIN after ONE (1) hour, please contact our ZCITY careline for further assistance.

Careline	+6 017-715 8336
Email	[email protected]
Facebook	www.facebook.com/zcitymalaysia
Live Chat	https://www.zcity.io/contact.html
Operation Hour	Monday to Friday (Including Public Holiday) 8:30AM – 5:30PM

Go to “Account” page > Tap “My Orders” to check your e-Voucher purchase transaction and payment status.

No, if one of the multiple items in a single transaction has been utilized, and you only request for refund for part of other items from the same single transaction, you will not get back your applied rebate voucher or Zcoins.
For example, you purchased 2 units of Shopee e-voucher in a single transaction with your rebate voucher or Zcoins applied during checkout. 1 of 2 units of Shopee e-voucher has been used and you requested for refund for the another Shopee e-voucher, you will not get back your applied rebate voucher or Zcoins.

Updated 8/7/2022

Zcoins FAQs

In conjunction with the new “Zcoins” Reward Programme officially launched on 1 January 2022 which created higher values to ZCITY user (a.k.a. Zbuddies) in his/her ecommerce experiences via ZCITY app, all Reward Points will be expired on 8 January 2022. Expired Reward Points will not able to participate in any campaign. The ZCITY user is advisable to conduct self-conversion from Reward Points to Zcoins in order to continue enjoy the instant rebate and cashback benefits. ZCITY user shall comply the https://zcity.io/tnc mentioned at ZCITY website.

a) Zcoins (generated and discount) is applicable to the payment transaction in Scan & Pay, Bill payment, Prepaid, e-Voucher purchase and Zstore only.

b) Zcoins is applicable to use for discount (maximum discount is applicable) in the payment transaction in ZCITY app.

c) Zcoins is non-transferable and non-exchangeable for cash.

d) A complimentary 200 Zcoins will be automatically credited into the ZCITY app upon ZCITY user email has been successfully verified by ZCITY.

e) ZCITY user is entitled to earn 1 Zcoins for every RM1 spent in ZCITY app.

f) Zcoins has a validity period and can be extended to next calendar month with minimum 1 Zcoins earned during the current calendar month. Otherwise, the balance of the Zcoins will be forfeited. Meanwhile, Zcoins earned from the calendar month of issuance is valid for 12 calendar months. All unused Zcoins will be expired and deducted from the user's ZCITY account after the end of the 13th calendar month.

g) For a limited welcome bonus to new ZCITY user (registered from 1 January 2022 onwards and with email verified), the new ZCITY user will be awarded additional 1 calendar month validity in his/her Zcoins (total 2 calendar months). With effective from 3rd calendar month, the new ZCITY user will be regulated with terms and conditions mentioned in 1(f).

h) Information of the Zcoins, not limited to history, balance and expiry date can be found via ZCITY app. All expired Zcoins will not able to reinstate.

i) In the event that the Zcoins cannot be administered and/or is abandoned and/or cancelled and/or discontinued due to any reason, ZCITY, without being subject to any form of liability and at its sole and absolute discretion, may decide to cancel, terminate, modify, or suspend the Zcoins and/or invalidate any entries for the Zcoins without assigning any reasons thereto and without notice to the participants.

j) Terms and conditions mentioned above remain valid and shall be complied by the ZCITY user. ZCITY reserved the right to announce the amended terms and conditions from time to time.

a) Zcoins has a validity period and can be extended to next calendar month with minimum 1 Zcoins earned during the current calendar month. Otherwise, the balance of the Zcoins will be forfeited. Meanwhile, Zcoins earned from the calendar month of issuance is valid for 12 calendar months. All unused Zcoins will be expired and deducted from the user's ZCITY account after the end of the 13th calendar month.

b) For a limited welcome bonus to new ZCITY user (registered from 1 January 2022 onwards and with email verified), the new ZCITY user will be awarded additional 1 calendar month validity in his/her Zcoins (total 2 calendar months). With effective from 3rd calendar month, the new ZCITY user will be regulated with terms and conditions mentioned in 2(a).

Information of the Zcoins, not limited to history, balance and expiry date can be found via ZCITY app. All expired Zcoins will not able to reinstate.

Download and register a ZCITY account, ZCITY user with successful email verification will get FREE 200 Zcoins. After each spending, ZCITY user can earn more Zcoins according to the amount of the payment transaction.

Example:
When you spend RM50 via ZCITY, you will earn 75 Zcoins. Earned Zcoins can be used for discount in the next payment transaction.
Note: Zcoins will be credited to ZCITY user’ account when the transaction or order in Zstore has been completed. The order status must be “Delivered” (under Account page > My Orders > Completed) in order to receive Zcoins.

All registered ZCITY user with successful email verification can earn more rewards when referring friends to register as ZCITY new ZCITY user. (You will receive 100 referral Zcoins when you successfully email verification can earn more rewards when referring friends to register as ZCITY new ZCITY user. (You will receive 100 referral Zcoins when you successfully referred a friend to register ZCITY upon successful email verification.)Furthermore, you'll also receive a 50% Zcoins from the total amount of the transaction that your friend spent in ZCITY.

Example:
A refer to B to register as ZCITY new ZCITY user. A can get 100 referral Zcoins. (For instance, refer to 10 friends will earn 1,000 Zcoins.)
B make payment with paid amount RM50 in ZCITY app. B can earn 25 Zcoins and A can get 50% Zcoins (12.50 referral Zcoins) from the transaction that B has made.

i. Tap “Account” page. Tap “My Order” > “All Order”.
ii. Select “Pay” to submit payment again or you may wait for the applied Zcoins to be reverted back to your ZCITY account within 2 hours.

No, if one of the multiple items in a single transaction has been utilized, and you only request for refund for part of other items from the same single transaction, you will not get back your applied Zcoins.
For example, you purchased 2 units of Shopee e-voucher in a single transaction with your Zcoins applied during checkout. 1 of 2 units of Shopee e-voucher has been used and you requested for refund for the another Shopee e-voucher, you will not get back your applied Zcoins.

Should you have any questions, kindly contact our careline for further assistance.

Updated 10/2/2023

Zstore FAQs

Zstore is one of the features in ZCITY app that allow ZCITY users to purchase snacks, frozen food, product vouchers, wellness and FMCG products. Users can earn Zcoins when they purchase products in Zstore.

There are 2 options of purchase method in Zstore - Quick Buy and Group Buy.

(a)

Group Buy: Group Buy is a promotional feature that offers users to purchase Zstore products at lower prices. Users may invite their family or friends to join a Group Buy to enjoy the lowest price. With group buy, users can enjoy lowest prices in Zstore by combining purchases with one another. The final price of the product is dependent on the last order quantity and the shipment will only be initiated once the Group Buy quantity is achieved.

(b)

Quick Buy: Users need not to wait until the Group Buy quantity is achieved and the shipment will be initiated once order payment is successfully done. However, the pricing of Quick Buy will be higher than Group Buy.

The delivery times will vary from 1 to 10 working days once your Zstore order is made with successful payment. The delivery service of Zstore is currently available for domestic delivery in West Malaysia only.

You may refer to the steps below to check more information of your Zstore order status. With this, you will also be able to access your Zstore order history and latest delivery status.

Step 1: Open your ZCITY app and click on “Account” at the bottom right-hand corner of your app.

Step 2: Click “View All Orders” or “To Receive” to check order status and to access all the Zstore orders you have previously made.

If you still have not received your Zstore parcel after 10 working days upon your Zstore order made, you may contact our careline to check your parcel status.

Once the Zstore order status is updated from “To Ship” to “To Receive”, users no longer can change their shipping address (recipient details, shipping address, etc) for the particular order.

Zstore products are currently available for domestic delivery in West Malaysia only. However, users may check more delivery coverage information from each Zstore product detail page.

If your Zstore order consists of more than 1 product, the delivery time may vary if items are sent from different locations (due to different suppliers). We may prioritize pieces of your Zstore order and ship them separately. The products may be delivered to you in separate parcels at separate times.

After you have selected the item that you intend to purchase in “Shopping Cart”, you may click on the “Checkout” button and the shipping fee will be displayed at the checkout page.

In this case, your parcel may have been received on your behalf by someone else. We gently suggest you to check the following:

- Family members at your shipping address
- Your neighbors nearby your shipping address
- Guardhouse at your shipping address
- Your office reception at your shipping address
- Your office mailing room at your shipping address

Note: If you still can't locate your parcel, you may contact our Careline for assistance.

You may request a refund with valid evidence for your Zstore order if you have met one of the criterias below.

- Product expiration date / best before date is shorter than 6 months (upon received)
- Damaged product upon received
- Failed delivery of Zstore order after standard 10 working days
- Zstore product page showing “Out of Stock” upon order successfully paid

Note: For more details of the Zstore order refund procedure, kindly contact our Careline for assistance.

After the refund request has been acknowledged by our Careline, it may take 10 working days to complete the refund process.

Note: For more details of the Zstore order refund procedure, kindly contact our Careline for assistance.

Kindly contact our Careline for more details of the Zstore order refund procedure.

Zcoins earned from your Zstore order will only be credited to your account after your order is completed - that is, after you have clicked on “Order Received” button (under Account > My Orders > View All Orders > To Receive) from your Zstore order.

Updated 18/10/2022

ZCITY Rewards FAQs

ZCITY offers rewards such as Zcoupon, Zbonus, Zcoins , Promo Code and referral rewards which allow ZCITY users to enjoy and reap the benefits in ZCITY.

(a) Zcoupon
Platform vouchers (also known as ZCITY vouchers) which allow ZCITY users to enjoy rebates / discounts during payment checkout. Users may check their Zcoupon from Home / Account > My Zcoupons > Zcoupons. Each Zcoupon consists of details such as voucher name, validity, rebate amount, T&C, etc.

ZCITY new users are able to receive Zcoupon which included in the “New User Gift Pack” when they have successfully registered and verified their ZCITY account.
At certain E-voucher purchase pages, ZCITY users are able to collect Zcoupon by clicking on “Claim discount vouchers” to apply and enjoy discount during E-voucher payment checkout.
ZCITY users may also earn other exclusive Zcoupons from Zmember Subscription to enjoy more exclusive benefits.

(b) Zbonus
Exclusive platform vouchers which ZCITY users can stand a chance to win from ZCITY seasonal features such as “Spin & Win or “Tap & Win” mini games. Zbonus also allows ZCITY users to apply during payment checkout & enjoy certain discount. Users may check their Zbonus from Home / Account > My Zcoupons > Zbonus. Each Zbonus consists of details such as voucher name, validity, rebate amount, T&C, etc.

(c) Promo Code
A promotional code which offered by ZCITY to ZCITY users who can use it to receive a discounted price when spending in ZCITY. The discount can either be a percentage or a specific RM amount. ZCITY users may enter respective promo code during payment checkout to enjoy certain discount. The promo code can be found from some ZCITY campaign detail pageswhich normally released via ZCITY official Facebook page and “News” page in ZCITY App.

(d) Zcoins
Reward Programme “Zcoins” is our official virtual reward that is created to reward ZCITY users with more savings in their next payment transaction. Please click here to learn more details of Zcoins.

ZCITY users will only be able to apply up to 2 types of rewards per payment checkout:

(1) Zcoins discount and;
(2) Either 1 unit of Zcoupon / Zbonus / Promo Code
Note: Above are the general terms and condition that applies to ALL ZCITY transactions unless stated explicitly in its terms and conditions.

(a) Zcoupons (Under Home / Account > My Zcoupons > Zcoupons)

Active: Still be able to utilize
Expired: Validity period to use has ended
Used: Being utilized
Locked On: Pending payment to be paid

Zbonus (Under Home / Account > My Zcoupons > Zbonus)

Active: Still be able to utilize
Used: Being utilized
Expired: Validity period to use has ended

Updated on 27/10/2022

General FAQs

General FAQs

General FAQs

1.What is ZCITY?

2.Why should I use ZCITY?

3. Is ZCITY available in my country?

4. How many type of languages available in ZCITY?

5. Do I need to pay when I’ve downloaded or while using ZCITY?

6. Can I use one ZCITY account with multiple registered mobile numbers?

7.How do I contact ZCITY for help?

8. How can I get the latest information about ZCITY?

9. What banks are supported by FPX for bill payment in ZCITY?

10. Does ZCITY offer payment with the credit card instalment plan?

User FAQs

1. How do I register a ZCITY account?

2. Why should I verify my email address?

3. What are the benefits to verify my email?

4. How do I switch language in ZCITY app?

5. How to edit my profile information?

6. How do I reset my account password?

7. How do I enjoy double reward?

8. How do I share ZCITY to my friends?

9. Will my voucher and Zcoins still valid when there is failure occurred during my payment?

10. If I don’t have a referrer, can I still download ZCITY app?

11. Is withdrawal credit in ZCITY app able transfer to another user?

12. What if my transaction is failed after successful payment? Can I get a refund?

13. How do I earn referral rewards?

Bill Payment FAQs

1. What is ZCITY bill payment?

2. Do I need to register as a ZCITY user to use bill payment function?

3. Where is the bill payment function in ZCITY app?

4. Is the payment made directly by ZCITY company?

5. What are the billers/services supported in ZCITY? What are the available payment method to pay bills?

6. What banks are supported by FPX for bill payment in ZCITY?

7. What is the payment amount requirement for each Biller/Service?

8. How many days will it be reflected after the bill is paid?

9. What if after 3 working days the payment is still not reflected in my account?

10. Do I need to pay processing fee for bill payment?

11. What can I do if there’s failure occurred during my bill payment in ZCITY? Can I still continue to make the payment?

12. How do I get voucher for bill payment?

13. Other than myself, can I make bill payment for another person?

14. What happen if I have inserted wrong information on my bill payment and the payment is successfully processed?

15. How do I check my bill payment history?

16. What if my bill payment transaction is failed after successful payment? Can I get a refund of the paid amount and the rebate voucher or Zcoins that I have used for it?

17. Why is my bill payment maintain in 'processing'?

18. How many times can I pay for each biller account?

e-Voucher FAQs

1. What type of e-Voucher that ZCITY provided?

2. How do I purchase and redeem e-Voucher?

3. What is the difference between retail e-Voucher and online e-Voucher?∂

4. Where can I check my e-Voucher after it’s been purchased?

5. Can I directly use my purchased e-Vouchers in ZCITY?

6. Is there any minimum spend required to redeem the e-Voucher?

7. Can I request a refund or an exchange for my e-Voucher?

8. How many times can I redeem for each e-Voucher?

9. How to check for my e-Voucher validity?

10. What can I do if there’s any issues with my e-Voucher redemption?

11. Can I send my e-Voucher to ZCITY friend? How does it work?

12. How many times that an e-Voucher can be transferred?

13. How many times can I purchase for each e-Voucher?

14. What payment method is available to purchase e-Voucher in ZCITY?

15. Why is it not reflected in my Touch N’ Go eWallet account after I purchased Touch N’ Go eWallet reload e-Voucher via ZCITY?

16. What can I do if there’s failure occurred during my bill payment in ZCITY? Can I still continue to make the payment?

17. What if I don’t see any PIN in my payment order after purchased e-Voucher?

18. How do I check my e-Voucher purchase payment history?

19. If my checkout amount (with rebate voucher or Zcoins applied) is refunded, can I still get my rebate voucher or Zcoins back?

Zcoins FAQs

1. What is Zcoins and how it works?

2. When will my Zcoins expire?

3. How can I check my Zcoins status?

4. How do I earn Zcoins?

5. How do I earn extra Zcoins?

6. Will my Zcoins still valid when there is failure occurred during my payment?

7. If my checkout amount (with Zcoins applied) is refunded, can I still get my Zcoins back?

Zstore FAQs

1. What is Zstore?

2. What is the difference between Group Buy and Quick Buy?

3. How long will it take for me to receive my Zstore order?

4. Where can I track my Zstore order?

5. My Zstore order is delayed, when will I receive it?