Expiring Mesra points FAQ – Chatbot test

Why did my Mesra points disappear?

Loyalty points that have expired will be removed from the account. Loyalty points will usually last for 3 years before expiring unless stated otherwise such as points gained from events and promotions.

How do I know if my Mesra points are expiring?

Setel customers can check for expiring Mesra points by tapping on Profile and then Mesra points history in the profile tab.

For non-Setel customers, an email will be sent to the email registered to your Mesra account.

I transferred some of my balance to my second account previously, what is the expiry date for those Mesra points?

The expiry date of the transferred points will not be changed. Generally, Mesra points have a 3-year expiry date from the date it was earned.

Can I extend the expiration date of my Mesra points?

Unfortunately, we cannot extend the expiry dates of Mesra points as per the terms and conditions.

Why did my Mesra points disappear before the expiry date?

If your points disappear before the expiry date, please reach out to our customer support via the live chat in the Setel app/website or contact us at hello@setel.com.

Do note that Mesra points earned from promotions and events may have different expiration dates as per the promotion's t&c.

How do I avoid my accumulated points from expiring?

Mesra points have a 3-year expiration date from the time you collected them. Please use them within the time period to prevent them from expiring.

Points can be spent by redeeming rewards using the physical Mesra card or through the Setel app.