FAQ

Troubleshooting

1. Why can't I find the app?

We have 2 versions of the Frasers Rewards App at App Store (for iOS mobile devices) and Google Play (for Android devices). Download the relevant app for your mobile phone. The latest version of the app will only be ready on 17 November 2017.

2. How do I log in if I am not a Frasers Rewards member?

If you are currently not a Frasers Rewards member, please download the app and select APPLY NOW on the home screen. Complete the sign up form and check your email account for a verification email. Once verified, your Frasers Rewards account will be activated. Use your NRIC/FIN or email address as your Login ID with the password that you have registered with. 

With the launch of our member QR code, please note that NRIC/FIN will be phased out as a LoginID over time. Do ensure that you utilise an active email address and ensure that your mobile number is kept current for ease of communication.

3. I can’t remember my password.

To reset your password, click on the grey FORGOT PASSWORD button on the home screen of the Frasers Rewards app. All passwords are case sensitive.

After you complete this step, please check for email or SMS notification containing the reset instructions.

4. I have not received the verification email.

Please also check your email spam folder. If you still cannot locate it, please contact us at FRhelp@fraserscentrepoint.com

5. I have not received the password reset instructions.

Please also check your email spam folder. If you still cannot locate it, please contact us at FRhelp@fraserscentrepoint.com

6. How may I change my password?

You may change your password by selecting “Change Password” page from the main menu.

7. I cannot submit a supermarket receipt

Most mobile phones have cameras which store high resolution images – this means a large file size that requires more bandwidth. Do ensure you have good Internet connection when submitting receipts.

8. How can I check the status of my supermarket receipt submission?

Visit the Frasers Rewards app “Transactions” page which may be located via the Main Menu. You will see your full transaction history including in-store transactions and supermarket receipts submitted via the mobile app.

A legend of terms used in the “Transactions” page is provide below:

- Points Earned: Transactions have been processed and Frasers Points have been credited to your account

- Max Points Earned: Member has hit the daily earning cap of 500 Frasers points and 500 bonus points.

- Points Redeemed : Points were redeemed for rebates 

- Pending : Transaction is being processed 

- Resubmit : Member to submit a complete and clear supermarket receipt image within 7 days of said receipt being declined

- Declined : Receipt was rejected and no points were awarded 

9. Why were my supermarket receipts declined for point earning?

Submitted supermarket receipt may be declined for the following reasons:

- Receipt was unclear
- Receipt was incomplete (missing mall name, retailer name, date/time, transaction amount and/or receipt number)
- Receipt submitted was dated prior to shopper being a member
- Receipt value did not meet the minimum criteria of $10 per receipt
- Receipt was submitted after 24 hours
- Receipt was a duplicate submission
- The member has hit the daily earning cap of 500 Frasers points and 500 bonus points

To view reasons for declined receipts, refer to the “Transactions” page on the mobile app.

10. How do I resubmit my declined receipt? The notification stated that the receipt was “incomplete” and/ or “unclear”.

For supermarket receipts that where declined due to them being unclear or incomplete, please visit the “Transactions” page on the app. Select the RESUBMIT button and include a clear and complete image of the entire receipt. Resubmissions must be made within 7 days of receiving the decline notification.

11. I was prompted to resubmit my receipt based on the declined message but there is no RESUBMIT button beside view receipt button?

Kindly ensure that you have downloaded the latest version of the Frasers Rewards app. Please check via your App Store (IOS devices) or Play Store (Android devices) for app updates.

12. How do I know if my mobile device is compatible with the Frasers Rewards mobile app?

For users on iOS mobile platform: Frasers Rewards app is optimized for iPhone 6 and requires iOS 8.1 or later.

For users on Android mobile platform: Frasers Rewards app requires Android 5.1 or later.

13. How do I know if my mobile device has sufficient storage space to download the Frasers Rewards mobile app?

Check the available storage space on your mobile device with the following steps:

- For users on iOS mobile platform: go to Settings > General > About > Available

- For users on Android mobile platform: go to Settings > System > Storage > Available Space

14. I’m having difficulty using the mobile app due to device or software incompatibility?

You may select Help from the Main Menu and submit a Help Ticket. The technical support team will be in contact with you.

reward
Frasers Rewards is a point-based loyalty programme accepted at 12 Frasers Centrepoint Malls islandwide.
Please enter your registered NRIC/FIN number and password reset instructions will be sent to you.

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