Table of contents
Will I get a notification if my card is frozen/temporarily frozen?
Why is my Mesra Rewards card frozen/temporarily frozen?
What is the impact of my Mesra Rewards card being frozen/temporarily frozen?
What can I do to unfreeze my Mesra Rewards card?
Will I get a notification if my card is frozen/temporarily frozen?
Yes, you’ll receive a push notification if your card becomes frozen/temporarily frozen.
Your card status will also be shown under the Rewards tab in the Setel app.
Why is my Mesra Rewards card frozen/temporarily frozen?
A Mesra Rewards card will be frozen/temporarily frozen in the following situations:
- Suspicious activity is detected (e.g. unusual transactions or more than one physical card tied to the same IC).
- The card has been reported lost, stolen, or compromised.
What is the impact of my Mesra Rewards card being frozen/temporarily frozen?
Your card status determines whether you can earn or redeem points. Please refer to the table below for details.
What can I do to unfreeze my Mesra Rewards card?
There is a self-service feature via https://www.setel.com/profile/mesra-card that allows you to unfreeze your Mesra Rewards card. Just follow the steps below.
- Enter your mobile number, then enter the verification code.
- At the top navigation bar, tap on your profile icon then select Mesra Rewards account.
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Tap on Unfreeze card in the info banner shown above your card details.
- For security purposes, you must provide your personal details and answer several verification questions.
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If all of your answers are correct, your card will be unfrozen.
- If any of your answers are incorrect, your card will remain frozen. Please contact the Mesralink team at 1-300-22-8888 or mesralink@petronas.com for further assistance.
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If all of your answers are correct, your card will be unfrozen.
Note: For some users, your answers may need further review by the team. This will take 10-14 working days.
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