Z City - FAQ

FAQ

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 reward points for users to enjoy an immediate discount when they spend at any merchant listed (ZMerchant) via the 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 or Apple App Store at ZERO cost and no hidden or additional charges may occur.

No, one ZCITY account can only be linked to one mobile number. You may create a new ZCITY account for another mobile number and log in with that respective number that you want to use in ZCITY.

You may contact ZCITY through the following.

Careline	+6 017-715 8336
Email	careline@zcity.io
Facebook	www.facebook.com/zcitymalaysia
Live Chat	https://www.zcity.io/contact.html
Operation Hour	Monday - Sunday (Closed on Public Holiday) 8:30AM - 8:30PM

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

ZCITY is partnering with Malaysia’s 1st leading payment gateway, IPAY88. There is no credit top-up and bank card number- binding required. It is secure and convenient. All you need to is to enjoy cashless shopping with rebate in e-commerce and retail merchant via trusted e-wallet (Touch’n Go eWallet, Boost Wallet, GrabPay Online), credit card and online banking (FPX) in ZCITY.

(a) Zmerchants

Merchant Type	Payment Method available
Normal merchant (Single store)	Touch’n Go eWallet, Boost Wallet, GrabPay Online, FPX, Credit Card (Credit Card payment is subjective to different merchant)
Chain merchant (Chain store)	Touch’n Go eWallet, Boost Wallet, GrabPay Online, FPX, Credit Card (Credit Card payment is subjective to different merchant)
Individual Trader (Hawker)	Touch’n Go eWallet, Boost Wallet, GrabPay Online

(b) Bill Payment

Category	Billers/Services	Payment Method available
Electricity	- Sarawak Energy - Sabah Electric Sdn Bhd	FPX, Touch N’ Go eWallet, Boost Wallet, GrabPay Online and Credit Card
Water	- Pengurusan Air Selangor Sdn Bhd (Syabas) - Syarikat Air Johor - Perbadanan Bekalan Air Pulau Pinang - Lembaga Air Perak - Indah Water Konsortium - Syarikat Air Pahang - Lembaga Air Kuching - Syarikat Air Melaka Bhd - Syarikat Air Darul Aman - Syarikat Air Negeri Sembilan	FPX, Touch N’ Go eWallet, Boost Wallet, GrabPay Online and Credit Card
Network	- Telekom Malaysia Telephone/Streamyx - Telekom Malaysia UNIFI	FPX, Touch N’ Go eWallet, Boost Wallet, GrabPay Online and Credit Card
TV Cable	Astro	FPX, Touch N’ Go eWallet, Boost Wallet, GrabPay Online and Credit Card
Mobile Postpaid	- Maxis postpaid bill - Digi postpaid bill - Celcom postpaid bill - Umobile postpaid bill - Yes postpaid bill	FPX, Touch N’ Go eWallet, Boost Wallet, GrabPay Online and Credit Card
Mobile Prepaid	- Hotlink prepaid - XPAX prepaid - Digi prepaid - Umobile prepaid - Tune Talk prepaid - redONE prepaid	FPX, Touch N’ Go eWallet, Boost Wallet, GrabPay Online and Credit Card
Remarks: Due to daily maintenance from biller service providers, the operation hours of service billers below will be closed daily from 11pm to the next day 8am. 1. Maxis Postpaid 2. Perbadanan Bekalan Air Pulau Pinang 3. Syarikat Air Johor Ranhill

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

Description	Payment Method available
Kentang Fund charity donation	Touch’n Go eWallet, Boost Wallet, GrabPay Online, FPX

(d) E-vouchers

e-Voucher	Payment Methods available
Petronas e-Voucher Shell e-Voucher JOCOM e-Voucher Grab Food e-Voucher Grab Ride e-Voucher Lazada e-Voucher Shopee e-Voucher Razer Gold reload PIN Steam Wallet reload PIN Giant e-Voucher Watsons e-Voucher Tesco (online) e-Voucher Grab Mart e-Voucher	FPX, Touch ’n Go eWallet, Boost Wallet, GrabPay Online and Credit Card
Touch ‘n Go eWallet Reload PIN	FPX and Credit Card Only

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.

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.

Option 1

(1) Tap “Scan & Pay” button (located at the bottom navigation menu).
(2) Scan Zmerchant’s QR code at counter.
(3) Enter payment amount and choose your preferred payment method to complete the payment.

Option 2

(1) Tap the “Search” column or “Nearby” on top of the Homepage to search specific Zmerchant.
(2) Select “To pay” button.
(3) Enter payment amount and choose your preferred payment method to complete the payment.

Updated 7/9/2021

User FAQs

(1) Search and download “ZCITY” from Google Play Store, Apple App Store or HuaweiApp Gallery
(2) Open the app > Tap on "Login" at “Me” page > Tap on "New account"
(3) Fill up your mobile number, password, email > Slide to verify > “Get OTP Code” and insert the code
(4) Tap on “Signup” and done!

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!

Each User is only entitled to have ONE (1) verified email associated with his or her ZCITY Account. You will only entitle to have two (2) chances to verify your email address. Please make sure that you have provided a valid email address to get verification link from us.
(a) New Users
(1) Insert your email address (compulsory) at registration page.
(2) Tap on “Sign Up”.
(3) Open your mailbox and check out the verification link that has been sent
(4) Tap on “Verify email address” button
(5) You are now done!

(b) Existing Users
(i) Email verification banner
(1) Open ZCITY app and tap on the Email verification banner at ZCITY homepage
(2) Insert your valid email address and click on “Get verification link”
(3) Open your mailbox and check out the verification link that has been sent
(4) Tap on “Verify email address” button
(5) You are now done!

(ii) “Me” page
(1) Open ZCITY app and go to “Me” page
(2) Tap on the “Please verify your email” text below your phone number
(3) Insert your valid email address and click on “Get verification link”
(4) Open your mailbox and check out the verification link that has been sent
(5) Tap on “Verify email address” button
(6) You are now done!

You will receive exclusive rewards once you have done your email verification as below:
- RM3 Bill payment voucher (for new user)
- RM3 e-Voucher discount (for new user)
- 200 Reward Points worth RM2 (for new user)
- Entitle to participate all upcoming campaigns
- Enjoy upcoming exclusive rewards/vouchers from ZCITY
- Refer & Earn benefits
- Spin & Win features

This could be due to the reason that you have insert an invalid email address. Please check that you have inserted a valid email address. If you would like to update your email address, please refer to FAQ No.3.

▪ If you are a User using the Application, you will automatically be a member of the instant rebate & cashback programme which is operated by ZCITY. Reward points are our official virtual reward that is created to reward our users with more savings in their next payment transaction. Reward points cannot be exchanged for cash or transferred to another account.

▪ As a new registered user with successful email verification, complimentary 200 reward points will be automatically credited into your ZCITY account.

▪ Reward points is applicable to use for discount in all payment transaction at any ZCITY merchants, bill payments and charity donation in ZCITY.

▪ All registered users are entitled to earn 1 reward point for every RM1 whenever you complete any payment transaction at any ZCITY merchants, bill payments, e-vouchers and charity donation in ZCITY.

Download and register a ZCITY account, users with successful email verification will get FREE 200 reward points. After each spending (any payment in ZCITY), users can earn more reward points according to the amount of the payment transaction.
Example:
When you spend RM150 via ZCITY, you will earn 150 reward points. Earned reward points can be used for discount in the next payment transaction.
Tips: You may earn more reward points from Spin & Win too! Go to “Me” page to verify your email to unlock these rewards now!

All registered users with successful email verification can earn referral vouchers when they refer friends to register ad spend in ZCITY.
Example:
(1) When your friend redeem & spend RM5 cash rebate voucher, then you will be rewarded RM 2.50 referral voucher.
(2) When your friend redeem & spend RM3 bill payment rebate voucher, then you will be rewarded RM 1.50 referral voucher.
Tips: You may earn more vouchers from Spin & Win too! Go to “Me” page to verify your email to unlock these rewards now!

All registered users with successful email verification can earn more rewards when they refer friends to register as ZCITY new user. (You will receive 100 referral reward points when you successfully referred a friend to register ZCITY. Capped at 1000 referral reward points to receive.)
Furthermore, you'll also receive a 50% reward points from the total amount of each transaction that your friend spent in ZCITY.
Example:
A refer to B to register as ZCITY new user. A can get 100 referral reward points. (For instance, refer to 10 friends will earn 1,000 reward points.)
B make any payment with paid amount RM50 in ZCITY app. B can earn 50 points and A can get 50% reward points (25 referral reward points) from the transaction that B has made.
Tips: You may earn more reward points from Spin & Win too! Go to “Me” page to verify your email to unlock these rewards now!

Currently there is only available to switch in between Chinese and English language.
(1) Tap your profile picture icon (top left) or settings icon (top right).
(2) Tap “Language” to select your preferred language.

(1) Tap your profile picture icon (top left) or settings icon (top right).
(2) Tap “Information setting” to edit your profile picture, nickname, email, 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.

(1) Tap the navigation icon (top left) at Home page.
(2) Select your located area. Home page will automatically show all nearby Zmerchants accordingly.
(3) You may tap ‘Nearby’ on bottom to search your nearby Zmerchant.

Halal Zmerchants
Tap “Halal” button at Homepage > All Halal Zmerchants will be listed inside

Option 1
1) Tap “FREE GIFT FOR YOU” thumbnail at Home page.
2) All cash rebate voucher, free vouchers and promotions will be displayed.

Option 2
1) Enter specific Zmerchant’s name to search (top of home page).
2) Tap “Vouchers” to see all available vouchers of the Zmerchant.

1) Tap "FREE GIFT FOR YOU" thumbnail at Home page.
2) Select your preferred voucher.
3) Tap "Purchase now" to claim your voucher.
4) Tap "Submit" to confirm.
5) Display the voucher QR code to the cashier and redeem your voucher.

Option 1
1. Tap “Scan & Pay” button (located at the bottom navigation menu).
2. Scan Zmerchant’s QR code at counter.
3. Enter payment amount and choose your preferred payment method to complete the payment.

Option 2
1. Tap the “Search” column or “Nearby” on top of the Homepage to search specific Zmerchant.
2. Select “To pay” button
3. Enter payment amount and choose your preferred payment method to complete the payment.

There is no credit top-up and bank card binding required in ZCITY app. All you need to do is just select your preferred e-wallet (Touch’n Go e-Wallet, Boost Wallet, GrabPay Online, FPX and Credit Card) that you wish to use for payment.

Tap “My Vouchers” at Me page. You will see all of your available and used vouchers.

Tap “My Vouchers” at Me page. Tap the voucher that you would like to redeem and display the voucher QR code to cashier. After scanned by the cashier, your voucher will be successfully redeemed.

Tap “Reward Point” to check reward point history and details.

i. Tap “Scan & Pay” button located at the bottom navigation menu.
ii. Insert payment amount.
iii. Tap “Vouchers” to select valid voucher.
iv. Tick “reward point discount RMxx” (which transformed from the reward points that you earned from last transaction) to enjoy the discount.

1st reward: discount amount (reward points) 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 reward points from Grab at the same time.

Tap “Referral QR Code” button. Share the invitation QR code to your friends to let them download and register ZCITY.

In the scenario which the payment has not been successfully completed, the voucher will still remain in the user's account. Please follow the instructions below to submit payment and use the voucher again..
i) Tap “Me” page. Tap “My Order” > “All Order”.
ii) Select “Pay” to submit payment again or select “Cancel” to get back your voucher.
iii) After selected “Cancel”, your voucher will be immediately reflected back to “My Voucher”. Reward points applied will also reflected back to your account. You may apply the voucher and reward points again for next payment.

No, it only able to directly connect to Google map.

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.

If one of the multiple items in a single transaction has been utilized, and you only requested for refund for part of other items from the same single transaction, you will not get back your applied rebate voucher or reward points.
For example, you purchased 2 units of Shopee e-voucher in a single transaction with your rebate voucher or reward points applied during checkout. 1 of 2 units of Shopee e-voucher have been utilized and you requested for refund for another Shopee e-voucher, you will not get back your applied rebate voucher or reward points.

Updated 7/9/2021

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 reward points when paying bill via ZCITY.

Yes

It is located at ZCITY home page with an icon stated “Bill”.

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.

Category	Billers/Services	Payment Method available
Electricity	- Sarawak Energy - Sabah Electric Sdn Bhd	FPX, Touch N’ Go eWallet, Boost Wallet, GrabPay Online and Credit Card
Water	- Pengurusan Air Selangor Sdn Bhd (Syabas) - Syarikat Air Johor - Perbadanan Bekalan Air Pulau Pinang - Lembaga Air Perak - Indah Water Konsortium - Syarikat Air Pahang - Lembaga Air Kuching - Syarikat Air Melaka - Syarikat Air Darul Aman - Syarikat Air Negeri Sembilan	FPX, Touch N’ Go eWallet, Boost Wallet, GrabPay Online and Credit Card
Network	- Telekom Malaysia Telephone/Streamyx - Telekom Malaysia UNIFI	FPX, Touch N’ Go eWallet, Boost Wallet, GrabPay Online and Credit Card
TV Cable	Astro	FPX, Touch N’ Go eWallet, Boost Wallet, GrabPay Online and Credit Card
Mobile Postpaid	- Maxis postpaid bill - Digi postpaid bill - Celcom postpaid bill - Umobile postpaid bill - Yes postpaid bill	FPX, Touch N’ Go eWallet, Boost Wallet, GrabPay Online and Credit Card
Mobile Prepaid	- Hotlink prepaid - XPAX prepaid - Digi prepaid - Umobile prepaid - Tune Talk prepaid - redONE prepaid	FPX, Touch N’ Go eWallet, Boost Wallet, GrabPay Online and Credit Card
Remarks: Due to daily maintenance from biller service providers mentioned below, the operation hours of service billers below will be closed daily from 11pm to the next day 8am. 1. Maxis Postpaid 2. Perbadanan Bekalan Air Pulau Pinang 3. Syarikat Air Johor Ranhill

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

Category	Billers/Services	Payment Amount Limitation	Payment amount entered
Electricity	Sarawak Energy	RM10 to RM300	Payment amount in multiples of RM0.05
Electricity	Sabah Electric Sdn Bhd	RM10 to RM300	Payment amount in multiples of RM0.05
Water	Pengurusan Air Selangor Sdn Bhd (Syabas)	RM10 to RM300	Payment amount in multiples of RM0.05
	Syarikat Air Johor	RM10 to RM300	Payment amount in multiples of RM0.05
	Perbadanan Bekalan Air Pulau Pinang	RM10 to RM300	Payment amount in multiples of RM0.05
	Lembaga Air Perak	RM10 to RM300	Payment amount in multiples of RM0.05
	Indah Water Konsortium	RM10 to RM300	Payment amount in multiples of RM0.05
	Syarikat Air Pahang	RM10 to RM300	Payment amount in multiples of RM0.05
	Lembaga Air Kuching	RM10 to RM300	Payment amount in multiples of RM0.05
	Syarikat Air Melaka Bhd	RM10 to RM300	Payment amount in multiples of RM0.05
	Syarikat Air Darul Aman	RM10 to RM100	Payment amount in multiples of RM0.05
Network	Telekom Malaysia Telephone/Streamyx	RM10 to RM300	Payment amount in multiples of RM0.05
Network	Telekom Malaysia UNIFI	RM10 to RM300	Payment amount in multiples of RM0.05
TV Cable	Astro	RM10 to RM300	Payment amount in multiples of RM0.05
Mobile Postpaid	Maxis postpaid bill	RM10 to RM300	Payment amount in multiples of RM0.05
	Digi postpaid bill	RM10 to RM300	Payment amount in multiples of RM0.05
	Celcom postpaid bill	RM10 to RM300	Payment amount in multiples of RM0.05
	Umobile postpaid bill	RM10 to RM300	Payment amount in multiples of RM0.05
	Yes Talk postpaid bill	RM10 to RM300	Payment amount in multiples of RM0.05

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	careline@zcity.io
Facebook	www.facebook.com/zcitymalaysia
Live Chat	https://www.zcity.io/contact.html
Operation Hour	Monday - Sunday (Closed on Public Holiday) 8:30AM – 8:30PM

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 “Me” page > “My Order” > Tap “pay” button to proceed the uncompleted payment.

Example:
User A pay Digi 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 “Me” 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.

Please refer to https://zcity.io/faq.html#faq2 for more details.

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!

For each ZCITY new registered user, a RM3 bill payment rebate voucher will be credited automatically to the new user’s account.

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.

Kindly contact our ZCITY careline for further assistance on your bill payment.

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 "Me" page > "User Center" > Tap on "Bank Account" > Tap on "Add bank account" > Enter beneficiary bank account details > Tap on "Save".
**Please ensure that the information provided is true and correct.
(2) Go to "Me" page > "My Orders" > Tap on the bill payment failed transaction > Select "Refund" button to proceed.
(3) Select beneficiary bank account. Fill up details as required and attach proof of receipts (bank statement / eWallet statement / credit card statement) involved with the transaction.
**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 reward points (if any) shall be reverted back into user's ZCITY account and the used.
rebate voucher (if any) shall be reverted back in "Me" page > "My Voucher" 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	careline@zcity.io
Facebook	www.facebook.com/zcitymalaysia
Live Chat	https://www.zcity.io/contact.html
Operation Hour	Monday – Sunday (Closed on Public Holiday) 8:30AM – 8:30PM

Limited only 1 transaction per day and 5 transactions per month for the same ZCITY account.

ZCITY is still testing the market needs and also to ensure the stability usage from every user as ZCITY bill payment feature is still new to the market. (Limited only 1 transaction per day and 5 transactions per month for the same ZCITY account.)

As ZCITY is still new to the market, we are constantly improving and testing the needs of the user to ensure stability usage from every user. The bill payment is limited to only 1 transaction per day and 5 transactions per month for the same ZCITY account.

Any expired bill payment is not valid in ZCITY but users should contact Biller’s customer service accordingly to settle the expired bill.

Updated 7/9/2021

e-Voucher FAQs

e-Voucher Type	e-Voucher available in ZCITY
Retail e-Voucher	(1) Petronas e-Voucher (2) Shell e-Voucher (3) Giant e-Voucher
Online e-Voucher	(1) JOCOM e-Voucher (2) Grab Food e-Voucher (3) Grab Ride e-Voucher (4) Lazada e-Voucher (5) Shopee e-Voucher (6) Touch ‘n Go eWallet Reload PIN (7) Razer Gold reload PIN (8) Steam Wallet reload PIN (9) Watsons e-Voucher (10) Tesco (online) e-Voucher (11) Grab Mart e-Voucher

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”.
4. Select your preferred purchase quantity. Select your preferred payment method. Tap to apply reward point discount (if any). Tick to agree E-voucher Agreement. Tap on “Submit” to proceed with payment.

Redemption steps of each e-voucher:

E-voucher	Redemption Steps
Petronas	After successful payment, tap “View Receipt” > tap “My E-voucher” button in the receipt details page > Select your purchased e-voucher > Select "Click to redeem". After that, present the Petronas e-Voucher page to Petronas Station Cashier for redemption verification.
Shell	After successful payment, tap “View Receipt” > tap “My E-voucher” button in the receipt details page > Select your purchased e-voucher > Select "Click to redeem". After that, present the Shell e-Voucher page to Shell Station Cashier for redemption verification.
Grab Food	After successful payment, tap "View Receipt" > Tap "View My E-voucher" button in the receipt details page > Select your purchased e-voucher > Select "Click to copy PIN". After that, go to Grab app > Go to Grab Food order checkout page > Click “offer” to enter or paste the PIN for redemption. **The PIN will be reflected within ONE (1) hour after payment successful.
Grab Ride	After successful payment, tap "View Receipt" > Tap "View My E-voucher" button in the receipt details page > Select your purchased e-voucher > Select "Click to copy PIN". After that, go to Grab app > Go to Grab Ride order checkout page > Click “offer” to enter or paste the PIN for redemption. **The PIN will be reflected within ONE (1) hour after payment successful.
Lazada	After successful payment, tap “View Receipt” > Tap “View my E-voucher” button in the receipt details page > Select your purchased e-voucher > Select “Click to copy PIN”. Enter/Paste the PIN to redeem during payment checkout in Lazada mobile app or Lazada official website https://www.lazada.com.my/ . **The PIN will be reflected within ONE (1) hour after payment successful.
Shopee	After successful payment, tap “View Receipt” > Tap “View my E-voucher” button in the receipt details page > Select your purchased e-voucher > Select “Click to copy PIN”. Enter/Paste the PIN to redeem during payment checkout in Shopee mobile app. **The PIN will be reflected within ONE (1) hour after payment successful.
Giant	After successful payment, tap “View Receipt” > tap “My E-voucher” button in the receipt details page > Select your purchased e-voucher > Select "Click to redeem". After that, present the Giant e-Voucher page to Giant outlets cashier for redemption verification.
Watsons	After successful payment, tap "View Receipt" > Tap "My E-voucher" button in the receipt details page > Select your purchased e-voucher > Select "Click to copy PIN" > Enter/Paste the PIN to redeem during payment checkout on Watsons official online website www.watsons.com.my or Watsons online Malaysia app. **The PIN will be reflected within ONE (1) hour after payment successful.
Tesco (Online)	(a) After successful payment, tap "View Receipt" > Tap "My E-voucher" button in the receipt details page > Select your purchased e-voucher > Select "Click to copy PIN" > Enter/Paste the PIN to redeem during payment checkout on on Tesco Online website (https://eshop.tesco.com.my/groceries/) and Tesco Online Malaysia app. **The PIN will be reflected within ONE (1) hour after payment successful. (b) At the trolley page of Tesco Online website (https://eshop.tesco.com.my/groceries/) or Tesco Online Malaysia app, click "checkout" after you've finished shopping > Click "Continue checkout" after review your product in the trolley > Select your Delivery detail & key in your e-Voucher code into the "eCoupons code" box > click "Use code" > Continue to your payment.
Grab Mart	After successful payment, tap "View Receipt" > Tap "View My E-voucher" button in the receipt details page > Select your purchased e-voucher > Select "Click to copy PIN". After that, go to Grab app > Click “Mart” icon at homepage and add items to basket > Go to GrabMart order checkout page > Click “Offer” to enter or paste the PIN for redemption. **The PIN will be reflected within ONE (1) hour after payment successful.
Touch ‘n Go eWallet Reload PIN	After successful payment, tap "View Receipt" > Tap "My E-voucher" button in the receipt details > Select your purchased e-voucher > Tap "Click to copy PIN". After that, open TNG eWallet app > Tap "Reload" > Tap "TNG Reload PIN" > Enter/Paste the PIN that you have copied from ZCITY app > Successfully redeemed and done reload! **The PIN will be reflected within ONE (1) hour after payment successful.
Steam Wallet reload PIN	(a) After successful payment, tap “View Receipt” > tap “My E-voucher” button in the receipt details page > Select your purchased e-voucher > Tap “Click to copy PIN”. **The PIN will be reflected within ONE (1) hour after payment successful. (b) After that, open Steam Mobile App > Go to your “Account Details” > Select “add fund to your Steam Wallet” > Select “Redeem a Steam Gift Card or Wallet Code” > Enter or paste the PIN that you have copied from ZCITY app > Tap “Continue” to complete > Redemption successfully done!
Razer Gold reload PIN	(a) After successful payment, tap “View Receipt” > tap “My E-voucher” button in the receipt details page > Select your purchased e-voucher > “COPY” the serial number and PIN number. **The PIN will be reflected within ONE (1) hour after payment successful. (b) After that, visit Razer Gold official website https://gold.razer.com/ > Login to your Razer Gold account > Select your Catalog > Select “Use Razer Gold PIN” > Enter your User ID > Enter or Paste the serial number and PIN number that you have copied from ZCITY app > Tap “Checkout” to complete > Redemption successfully done!

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.
**For more details, please refer to FAQ no. 2

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.
**For more details, please refer to FAQ no. 2

After your purchase, go to “Me” page > “My Voucher” > “e-Voucher” to check all of your purchased e-Vouchers.

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.
**For more details, please refer to FAQ no. 2

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 head to “Me” page > “My Voucher” > “e-Voucher” to check your e-Voucher validity period.
Each e-Voucher has a different expiration period and should be used before it expires!

Please contact respective careline for assistance.

Type of e-Voucher	Careline
(1) Petronas e-Voucher (2) Lazada e-Voucher (3) Shopee e-Voucher (4) Shell e-Voucher (5) Giant e-Voucher (6) Watsons e-Voucher (7) Tesco (Online) e-Voucher	Contact Pay’s Gift Pay’s Gift Hotline: 1-300 800 788 Pay’s Gift WhatsApp: 012 301 5838 (Working Hours: Monday – Sunday, 9am – 6pm) Contact ZCITY ZCITY Careline: +6 017-715 8336 Working Hours: Monday – Sunday (closed on Public Holiday), 8:30am – 8:30pm
JOCOM e-Voucher	Contact JOCOM JOCOM Hotline: 603 2241 6637 JOCOM Email: enquiries@jocom.my Contact ZCITY ZCITY Careline: +6 017-715 8336 Working Hours: Monday – Sunday (closed on Public Holiday), 8:30am – 8:30pm
(1) Grab Food e-Voucher (2) Grab Ride e-Voucher (3) Grab Mart e-Voucher	Contact Grab link Contact ZCITY ZCITY Careline: +6 017-715 8336 Working Hours: Monday – Sunday (closed on Public Holiday), 8:30am – 8:30pm
(1) Razer Gold Reload PIN (2) Steam Wallet Reload PIN	Contact MOL MOL Careline: +60 15 487 67253 Working Hours: 7:00AM – 10:00PM (GMT +8), 7 days a week English only Contact ZCITY ZCITY Careline: +6 017-715 8336 Working Hours: Monday – Sunday (closed on Public Holiday), 8:30am – 8:30pm

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 "Me" page > tap "My Vouchers" > tap "e-Voucher" > tap "Active" and selected the e-Voucher that you wish to send.
(2) Select bottom left corner "Send a Gift" icon.
(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.
(6) e-Voucher successfully sent and it will be stored at “Me” page > “My Vouchers” > “e-Voucher” > “Gifted”.
(7) Your friend shall receive your e-Voucher immediately. He/She may check the e-Voucher at "Me" page > "My Vouchers" > "e-Voucher" > "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
Petronas e-Voucher	Limited only two (2) transaction daily for each denomination and fifteen (15) transactions monthly for each denomination for the same ZCITY account.
Touch N’ Go eWallet reload 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 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.

e-Voucher Type	Purchase Limitation
Petronas e-Voucher Shell e-Voucher JOCOM e-Voucher Grab Food e-Voucher Grab Ride e-Voucher Lazada e-Voucher Shopee e-Voucher Razer Gold reload PIN Steam Wallet reload PIN Giant e-Voucher Watsons e-Voucher Grab Mart e-Voucher	FPX, Touch ’n Go eWallet, Boost Wallet, GrabPay Online and Credit Card
Touch ‘n Go eWallet Reload PIN	FPX and Credit Card only

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 “My Voucher” (located at Me page) 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 “Me” page > “My Voucher” > “e-Voucher” > “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 “Me” 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 “Me” 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 (only FPX online banking available for TNG reload PIN purchase). Tap “Confirm Payment” to proceed and complete thru FPX online banking.
(3) After successful payment, please go to “Me” page > “My Voucher” > “e-Voucher” > “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 “Me” page > “My Voucher” > “E-voucher” > “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	careline@zcity.io
Facebook	www.facebook.com/zcitymalaysia
Live Chat	https://www.zcity.io/contact.html
Operation Hour	Monday – Sunday (Closed on Public Holiday) 8:30AM – 8:30PM

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

Updated 3/9/2021

Charity Donation FAQs

“Uncle Kentang” (as known as Kwan Chee Heng) is known for his philanthropic work. A real hero in folk, Uncle Kentang has made a lot of contribute to the community. Except distribute food, lodging and funeral service to needy; his most well-know community work which are 10 Sen Pasar, 10 Sen Ambulance service and the 10 Sen Van Jenazah initiative.

ZCITY & Uncle Kentang charity is now collaborate on the donation to expand for community contribution. User can make cashless donation via ZCITY app or apply funds support through the program. Donate your love through ZCITY and every single donation funds will 100% transfer to Kentang Charity. We make it our mission to provide a convenient donation platform for donors and support communities with lower economic incomes.

Donate your love through ZCITY fast, secure and convenient!

(1) Secure & Convenient – Donate your love through ZCITY app and every single donation funds will 100% transfer to Uncle Kentang Charity.
(2) Cashless Donation – You can make cashless donations easily anytime, anywhere.
(3) You can make a difference – Users can donate any amount they wish directly via ZCITY to Kentang Fund.
(4) Earn Reward Points – You receive reward points instantly based on your donate amount.

(1) Tap on “Charity” icon at Homepage.
(2) The page will show different donation campaigns. You may tap to view donation campaign details and select the campaign that you would like to donate.
(3) Tap on “Donate” to proceed.
(4) Fill in your name and contact no. > Tap “Submit”.
(5) Enter donation amount as preferred > Select donation method for payment > After payment successful, tap on “View Receipt” to check your donation receipt and details.

(1) Tap on “Charity” icon at Homepage.
(2) The page will show different campaigns. You may tap to view campaign details and select the campaign (e.g. Bantuan Makanan PKP 2.0) that you would like to apply for help.
(3) Tap on “Application” > Fill up all information required > After confirmed all information is correct, tap “Submit” to complete.

Tap “Me” page > Tap “My Orders” > Tap “Completed” > You may check your donation details.

Updated 24/3/2021

Spin & Win FAQ

“Spin & Win” is a permanent feature launched in ZCITY which allow users to earn more rewards!

Only ZCITY registered user with email verified can participate in "SPIN & WIN”.

Step 1: Verify your email in your user profile at “Me” page.
Step 2: Tap on the “Spin & Win” floating icon, “Spin & Win” app banner or Spin & Win menu icon at ZCITY homepage.
Step 3: Tap the “GO” button on the wheel to spin. Enjoy your prizes and rewards!

After the 1st free spin, tap on the “+” button at the game page. You will need to complete the selected tasks to earn more chances to spin.

Task 1
Share the game “SPIN & WIN” to your social media. (Tap on “Share” icon at top right corner of the game page). Each user has only maximum one chance a day to earn free spin from this task.

Task 2
Spend minimum of RM30 per transaction (actual paid amount) via ZCITY app (Scan & Pay at retail Zmerchants, Purchase E-voucher, Bill Payment, Donation). Each user has only maximum ONE chances a day to earn free spin(s) from this task.

Tips: After spending, please go back to "Spin & Win" game page and tap on the "+" icon > tap on “Claim” to claim your chance for extra spin.

Each ZCITY account will only have maximum of three (3) times to spin per day.

Reward points that you have won will be credited into winner’s account instantly. To earn double reward points, share your game result to social media.

No. Only reward points can receive a 2X (Double points) when you share the game result to social media.

All vouchers that you have won will be credited into winner’s account within 14 working days.

You are compulsory to fill in your details (Name, Contact No, NRIC) in the form. The grand prize winner then will be notified through phone or email within two (2) weeks from the winning date. The Organizer will only contact the winner's registered mobile number in ZCITY for grand prize redemption. Winner's contact number must be synced with ZCITY registered mobile number.
The grand prize must be collected in person at the Organizer’s office at 45, Jalan USJ21/10, 47640, Subang Jaya, Selangor within 1 month after winner has been notified.

A winner may nominate a designated representative to collect a prize. Written authorization and photocopy of NRIC or passport for both winner and their representative will be required.

No. All prizes for winner are non-transferable, non-refundable, non-exchangeable and can’t be redeemed for cash.

Step 1: Go to “Me” page
Step 2: Tap on “Reward Points”
Step 3: Check out the reward points that you have won!

Step 1: Go to “Me” page
Step 2: Tap on “My Voucher”
Step 3: Choose “Vouchers”
Step 4: Choose “Active”
Step 5: Check out the Cash voucher that you have won!

Updated 2/7/2021

FAQ

General FAQs

User FAQs

Bill Payment FAQs

e-Voucher FAQs

Charity Donation FAQs

Spin & Win FAQ

Address

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Enquiry

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FAQ

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 mobile numbers?

7.How do I contact ZCITY for help?

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

9. How many types of payment methods are supported in ZCITY?

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

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

12. How do I make payment to Zmerchant?

User FAQs

1. How do I register a ZCITY account?

2. Why should I verify my email address?

3. How do I verify my email address?

4. What are the benefits to verify my email?

5. I never received the verification email. What is going on?

6. How can I update/change the latest email address of my account?

7. What is Reward Points and how it works?

8. How do I earn reward points?

9. How can I earn more vouchers?

10. How do I earn extra reward points?

11. How do I switch language in ZCITY app?

12. How to edit my profile information?

13. How do I reset my account password?

14. How do I search nearby Zmerchant in ZCITY?

15. How do I browse vouchers in ZCITY?

16. How do I claim and redeem my vouchers in ZCITY?

17. How do I make payment to Zmerchant?

18. Do I need to top-up credit in ZCITY?

19. How do I check my claimed vouchers?

20. How do I display voucher QR code to cashier?

21. How do I check the status of my reward point?

22. How do I use my reward points and vouchers during payment?

23. How do I enjoy double reward?

24. How do I share ZCITY to my friends?

25. Will my voucher still valid when there is failure occurred during my payment?

26. Can ZCITY merchant address directly link to Waze?

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

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

29. If my checkout applying rebate voucher or reward points is refunded, will I be able to get back my applied voucher or reward points?

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. What is Reward Points and how it works?

13. How can I earn more reward points?

14. How do I get voucher for bill payment?

15. How do I get a voucher for bill payment?

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

17. What happens if I inserted the wrong information on my bill payment and my payment was successful?

18. 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 reward points that I have used for it?

19. Why is my bill payment maintain in “processing”?

20. How many times can I pay for each bill payment?

21. Why there is limitation on daily and monthly for bill payment?

22. Why is there a limitation on daily and monthly for bill payment?

23. Can expired bill payment be made in ZCITY bill payment?

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?