MEMBER'S FREQUENTLY ASKED QUESTIONS (FAQs)

  1. What is Sunway Pals?

    Sunway Pals is a loyalty program that awards its members with loyalty points for purchase of goods/service at participating merchants' outlets and Sunway Business Units.

  2. What are the benefits of being a Sunway Pals member?

    As a Sunway Pals member, you'll enjoy:

    - Collect & Redeem Pals Points
    Earn 1 Pals Point for every RM1 spent at Pals merchants, unless otherwise stated. Pals Points can be used to pay for purchases at Pals merchants whereby every 100 Pals Points can be redeemed for RM1.

    - Instant Access to Member Promotions & Benefits
    Full access to all our member exclusive promotions and rewards such as bonus Pals Points, rebates, discounts, and more at over 1,000 Sunway retail outlets and Sunway businesses.

    - Points Exchange
    Get more with Pals Points as we offer a wider range of redemption outlets with over 1,000 Sunway retail outlets and Sunway businesses. We offer point conversions from:
    a) Credit card points to Pals Points.
    b) Flight miles to Pals Points or vice versa.

    - Cashless Parking
    Go cashless when you park at Sunway facilities and gain access to preferred parking. Pals Points can be converted to parking credits whereby every 100 Pals Points can be converted to RM1 worth of parking credits.

    - Birthday Perks
    Indulge in different member exclusive birthday treats and promotions such as freebies, discounts, rebates, and more every year.

    - Exclusive Event Access
    Get special access to exclusive events and happenings.

    - Sunway Pay Digital Payment
    Shop cashless when you pay with our built-in Sunway Pay payment function at participating merchants via our Pals For Life mobile app. Sunway Pay accepts up to 22 different payment options from credit cards, debit cards, e-Wallets to online banking.

  3. Who is eligible to register for a Sunway Pals membership?

    All residents of Malaysia and foreigners, aged 13 years old and above are eligible to register for a Sunway Pals membership.

  4. How do I apply for a Sunway Pals membership?

    You can apply for a membership at:
    a) Sunway Pals website at: https://go.sunwaypals.com.my/ (for members registering with sign-up code)
    b) Sunway Pals membership counters located at The World of Sunway at the following locations: https://sunwaypals.com.my/contact
    c) Download Pals For Life mobile app on the Apple App Store, Google Play, and Huawei App Gallery

  5. How many Sunway Pals accounts can I have?

    You can only have ONE Sunway Pals account.

  6. How do I add a Sunway Pals card into my Sunway Pals account?

    You can add a Sunway Pals card into your Sunway Pals account by logging into the Pals For Life mobile app or Sunway Pals website. On the member profile, under the 'loyalty' function select the ‘add card’ option followed by keying in the card number and card code of the Sunway Pals card.

  7. How many Sunway Pals cards can I hold or add into my Sunway Pals card?

    There’s currently no limit to the amount of Sunway Pals cards you can have and add into your Sunway Pals account.

  8. With multiple cards, which card should I use to collect and redeem points?

    You can use any of your active Sunway Pals cards to collect and redeem points as the points are held in the account, not the cards.

  9. How do I get an additional Sunway Pals card?

    You are only able to get additional cards when it is either assigned or given to you by Sunway Pals.

  10. How do I know if I’m existing Sunway Pals member?

    The methods of member identification are:
    a) Member ID
    b) Membership card
    c) QR code in Pals For Life mobile app / Sunway Pals website member profile

  11. How do I renew my membership?

    You do not need to renew your membership as the membership does not expire.

  12. How do I know whether my membership is still valid?

    There is no expiry to the membership.

    Subject to changes of the Terms and Conditions.

  13. How much do I need to pay for the membership fee?

    You do not need to pay for Sunway Pals membership, it is FREE FOR LIFE.  

  14. Where can I use my membership?

    You can use Sunway Pals at participating retailers at Sunway Pyramid, Sunway Putra Mall, Sunway Velocity Mall, Sunway Carnival Mall and other Sunway Business Units. Please visit here for the list of participating merchants' outlet and Sunway Business Units: https://sunwaypals.com.my/location_categories

  15. Can I register at a participating merchants' outlet?

    No, you are unable to register at a participating merchants' outlet. Please refer to Q3 on where you can register.

  16. What is a Sunway Pals sign-up code?

    A sign-up code is used to register as a Sunway Pals member only at https://go.sunwaypals.com.my/. The usage of the code rewards members with points and/or qualify members for campaigns. It is not necessary to have a sign-up code to register as a member.

  1. What is Sunway Pals cashless parking?

    In addition to earning and redeeming points which can be converted into cash rebates, this is where your Sunway Pals card can also be used for parking and pays for your parking fee at the selected locations (refer Q3).

  2. How do I use Sunway Pals cashless parking?

    First, you need to have the Sunway Pals card featuring the Mobile Money logo at the back of the card and ensure there is enough parking credits inside the card. To enter/exit parking, hold and tap the Sunway Pals card on Sunway Pals card reader until you hear a ‘beep’.

  3. Where can I use Sunway Pals cashless parking?

    You can use Sunway Pals cashless parking at the following locations:

    - Sunway Velocity Mall
    - Sunway Putra Mall
    - Sunway Putra Hotel
    - Sunway University
    - Sunway Monash University
    - Kompleks BRT Sunway
    - Sunway Medical Centre
    - Sunway Nexis
    - Sunway Giza
    - Sunway Geo Avenue
    - Menara Sunway

  4. Can I use it for Sunway Pyramid Preferred Parking?

    Yes, you can use it for Preferred Parking at Sunway Pyramid.

  5. Can I use it for Sunway Smart Parking?

    Yes, you can use it for Sunway Smart Parking. Enter the smart parking facility using the car plate recognition system and pay for your parking fee using your Sunway Pals card at our Sunway Pals kiosk beside the auto pay machines at selected locations (refer to Q12). You do not need to register your car plate; the system will automatically scan your car plate number into the system when you enter.

  6. How do I pay for Sunway Smart Parking using the Sunway Pals card?

    Step 1: Enter the smart parking facility using the car plate recognition system.
    Step 2: Before you exit, visit Sunway Pals kiosk beside the auto pay machines at selected locations (refer to Q12).
    Step 3: Insert your Sunway Pals card into card holder.
    Step 4: Select on pay parking and key in your car plate number.
    Step 5: Select on pay and pay with your Sunway Pals parking credits.

  7. Where is Sunway Smart Parking available?

    Sunway Smart Parking is available at the following locations:


    Sunway Pyramid:

    • G Floor (Red Zone)

    • F Floor (Red Zone)

    • CP2 (Orange Zone)

    • B1 (Blue Zone)

     

    Sunway Pyramid Hotel:

    B3


    Sunway Resort Hotel & Spa:
    Level 11


    Sunway Pinnacle:
    LB1B


  8. Is there a surcharge when using this card?

    No, there is no surcharge when using this card.

  9. How do I get the Sunway Pals card with the parking feature?
    Only a Sunway Pals card featuring the Mobile Money logo can be used for the parking feature.

    For existing members:
    With Sunway Pals card
    If you have the card without the Mobile Money logo, replace your existing Sunway Pals card with one featuring the Mobile Money logo at the back of the card at the Sunway Pals membership counters. If your card features the Mobile Money logo, top up your card at the selected locations (refer Q12). The card can be replaced instantly for free upon presenting the existing card.

    Without Sunway Pals card
    Visit Sunway Pals membership counters to collect your card. 

    For non-members:
    Visit the Sunway Pals membership counters and sign up for FREE.

    Sunway Pals membership counters are located at The World of Sunway at the following locations: https://sunwaypals.com.my/contact

  10. What is the minimum parking credit I must have in my Sunway Pals card?

    A minimum balance of RM10 parking credit must be available in your card to enter parking.

  11. Where can I check my parking credit balance?

    The balance can be checked at Sunway Pals kiosks at selected locations (refer to Q12).

  12. Where are the Sunway Pals kiosks located?

    Sunway Pyramid:
    • Red Zone; F, G
    • Orange Zone, CP2
    • Blue Zone, B1

    Sunway Pyramid Hotel:
    Lobby Level

    Sunway Resort Hotel & Spa:
    L11

    Menara Sunway:
    Lobby Level

    The Pinnacle:
    LGA

    Sunway University:
    B1

    Sunway Monash University:
    Building 7, Foyer

    Kompleks BRT Sunway:
    Parking Office

    Sunway Putra Mall:
    Level B1, Level 6

    Sunway Velocity Mall:
    • Green Zone, B1
    • Red Zone, B2

    Sunway Medical Centre:
    Tower A, First Floor

    Sunway Nexis:
    • Ground Floor
    • Escalator Lobby, B1

    Sunway Giza:
    Escalator Lobby, B1

    Sunway Geo:
    • Escalator Lobby, LG (CP4)
    • Escalator Lobby, LG (CP3)

  13. How do I top up parking credit?

    Step 1: Visit Sunway Pals kiosk beside the auto pay machines at selected locations (refer to Q12).
    Step 2: Insert Sunway Pals card into card holder.
    Step 3: Check balance on screen.
    Step 4: Insert notes to top up.
    Step 5: Remove card.

  14. What is the denomination of currency accepted at the Sunway Pals kiosk?

    We accept the denomination of RM5, RM10, RM50 & RM100.

  15. What is the maximum amount I can top up?
    The maximum top up amount is RM400.

  16. Will I receive a receipt upon top up?

    Yes, you can get a receipt by pressing the receipt button on the kiosk.

  17. Will I earn Pals Points when I top up?

    No, you will not earn Pals Points upon parking credit top up.

  18. Are Pals Points convertible to parking credit?

    Yes, Pals Points can be converted into parking credit under certain conditions.

  19. Where can I convert my Pals Points into parking credit?

    You can convert your Pals Points into parking credit by visiting the Sunway Pals membership counters located at The World of Sunway at the following locations: https://sunwaypals.com.my/contact

  20. How does the Pals Point conversion to parking credit work?

    Pals Points parking conversion must be in the denomination of 1,000 Pals Points while maintaining a minimum balance of 1,000 Pals Points in the account.

    Example:
    Points available in your account: 10,500 points
    Min points to retain in account: 1,000 points
    Points balance: 10,500 – 1,000 = 9,500 points
    Convertible points: 9,000 (denomination of 1,000 points)
    Parking credit: RM90
    Final point balance: 1,500 points

  21. Can I transfer my parking credit?

    Parking credit is non-transferable.

  22. Can I get a refund on the Pals Points converted into parking credit?

    The converted points are non-refundable and cannot be converted into cash, unless otherwise stated.

  23. What do I do if I want a refund on my parking credit?

    For parking credit refund, please proceed to Sunway Pals membership counter and fill a refund form. A processing fee of Ringgit Malaysia Six (RM6.00) will be levied before the final balance is refunded. Our counters are located at The World of Sunway at the following locations: https://sunwaypals.com.my/contact

  24. Can I use the mobile app to pay for my parking fee?

    No, only a Sunway Pals card featuring the Mobile Money logo can be used for the parking feature.

  25. What do I do if I lose my Sunway Pals card with the parking credit?

    If you lose your card, report it to any of the Sunway Pals membership counters in person, by email or phone call. You can find the contact details here: https://sunwaypals.com.my/contact

  26. How do I get a refund on my parking credit if I lose my card?

    Please proceed to Sunway Pals membership counters to get a refund on the parking credit. Our counters are located at The World of Sunway at the following locations: https://sunwaypals.com.my/contact

  27. What will happen if I don’t use my card for parking transactions for more than 12 months?

    If there is no Parking Transaction for a period of twelve (12) consecutive months (“Dormant Period”), Sunway is entitled to deactivate the account for Parking Credits and Member may not be able to use Parking Credits to pay any parking fees.

    SPLSB shall levy an administrative fee of Ringgit Malaysia Five Only (RM5.00) (“the Deactivation Fee”) upon deactivation. This Deactivation Fee shall be deducted from the Parking Credits balance.

    SPLSB shall further levy a maintenance fee of Ringgit Malaysia Five Only (RM5.00) (“the Maintenance Fee”) at every succeeding six (6) monthly intervals after the Dormant Period if there is no Parking Transaction within said interval. This Maintenance Fee shall be continuously deducted from the Parking Credits balance until the Parking Transaction is resumed by the Member.

  28. What do I do if there is a problem with the Sunway Pals card?

    If there's a problem with your Sunway Pals card, report it to any of the Sunway Pals membership counters in person, by email or by phone. You can find the contact details here: https://sunwaypals.com.my/contact

  1. Where should I direct my concerns or queries in general?

    If you have an inquiry, you may email us at [email protected] or contact any Sunway Pals membership counters listed here https://sunwaypals.com.my/contact.

  2. What should I do if my card is lost/ damaged/ stolen or if I suspect a case of membership identity theft?

    If any of the above occurs, report it to any of the Sunway Pals membership counters in person, by email or phone call. You can find the contact details here: https://sunwaypals.com.my/contact

  3. How do I get a replacement card?

    A replacement card will be issued for RM6.00 at any of the Sunway Pals membership counters located at the following locations:

    - The World of Sunway, G1.96, Sunway Pyramid
    The World of Sunway, L1.27, Sunway Putra Mall
    - The World of Sunway, LOT1.21 Sunway Velocity Mall
    - The World of Sunway, LG20, Sunway Carnival Shopping Mall

  4. What will happen to my information and Pals Points in the old card if I get a replacement card?

    Sunway Pals will transfer the information and Pals Points to the replacement card.

  5. How do I ensure no spam mail will be received from the Sunway Pals program?

    Emails will only be received by members who gave their consent.

  6. What if I forgot my password?

    Use the 'Forgot Password' function at member login page of the Sunway Pals website or Pals For Life mobile app to reset your password.

  7. How do I change my password/ PIN?

    You can change your password/PIN by logging in to the Sunway Pals website or Pals For Life mobile app and use the 'Update Password' and 'Update PIN' / 'Change Password' and 'Change PIN' functions.

    The password is for account access while the PIN is for redemption purposes.

  8. IMPORTANT NOTICE

    Your Pals Points are as good as cash. So keep your account password and PIN to yourself and stay secured. Remember, we’ll never call, text or email you to ask for your password or PIN.

    Please ensure that all member information is accurate and up to date in your Sunway Pals account for a more secure and rewarding experience.

    Member information such as Name, IC/Passport and Email must be updated in your Sunway Pals account to be eligible to participate in Sunway Pals campaigns and for verification in cases of any dispute.

  1. How do I redeem my Pals Points?

    Step 1: Present your Sunway Pals card or Pals For Life mobile app during your purchase.
    Step 2: Enter the desired amount of Pals Points to be redeemed.
    Step 3: Key in the 6-digit personal identification number (PIN).
    Step 4: Settle any payment balance, if any.

  2. How is the Pals Points redemption calculated for purchase at participating merchants' outlets?

    The Pals Points redemption is calculated as 1 Pals Point = RM0.01 on first in, first out basis.

  3. Do I require a PIN for redemption?

    Yes, you need a PIN in order to perform redemption.

  4. How do I get my PIN?
    Sunway Pals Website:
    Step 1: Log in to your Sunway Pals account.
    Step 2: Go to the 'Update PIN' tab.
    Step 3: Key in your Sunway Pals account password & create your 6-digit PIN.

    Pals For Life Mobile App:
    Step 1: Log in to your Pals For Life mobile app.
    Step 2: Go to the 'Account' function and select the 'Change PIN' tab.
    Step 3: Key in your 6-digit PIN and Sunway Pals account password.

  5. Do I get points for every Pals Point redemption?

    Yes, for every RM1.00 worth of Pals Points redeemed, you will get 1 Pals Point, unless stated otherwise.

  6. Are redeemed Pals Points returnable or refundable should a member change or cancel his/her decision?

    No, Pals Points redeemed are non-returnable and non-refundable.

  7. Will I be notified when I make a Pals Points redemption?

    Yes, if you make a Pals Points redemption transaction of 1,000 Pals Points & above, you will receive an SMS notification via your registered mobile number. If you don't have a number registered with us, please log in to your Sunway Pals account to update your mobile number.

  8. What is the minimum and maximum amount of Pals Points that can be redeemed?

    You can redeem any amount up to the total receipt value and subject to merchants' terms and conditions.

  9. Are Pals Points redeemable against the parking fee?

    No, Pals Points are not redeemable for the parking fee.

  1. How do I get awarded with Pals Points?

    To collect Pals Points, present your Sunway Pals card or Pals For Life mobile app when making payment at participating merchants' outlets.

  2. How is the Pals Points awarding calculated?

    The Pals Points is calculated at every RM1.00 spent = 1 Pals Point, unless otherwise stated.

  3. Can I use awarded Pals Points right away?

    No, awarded Pals Points will be floating for 3 calendar days from the date of purchase before it becomes active and ready for usage.

  4. Where can I check my floating and balance Pals Points?

    You can check your floating and balance Pals Points at:

    a) Sunway Pals website at: https://go.sunwaypals.com.my/
    b) Sunway Pals membership counters located at The World of Sunway at the following locations: https://sunwaypals.com.my/contact
    c) Download Pals For Life mobile app on the Apple App Store, Google Play, and Huawei App Gallery
    d) Sunway Pals merchants during purchase transaction (limited check for points balance only)

  5. How do I check my floating and balance Pals Points?

    You can check your floating and balance Pals Points at:

    Sunway Pals Website:
    Step 1: Log in to your Sunway Pals account.
    Step 2: Go to the 'Loyalty Transaction' tab.
    Step 3: Check your points balance and floating points.

    Pals For Life Mobile App:
    Step 1: Log in to your Pals For Life mobile app.
    Step 2: Go to the 'Loyalty' function and select the 'My Points' tab.
    Step 3: Check your points balance and floating points.

  6. What is the validity of the Pals Points award?

    Your Pals Points will be valid to redeem for 24 months from the date of purchase or upon membership termination.

  7. How can I check when my Pals Points will expire?

    You can check your Pals Points expiry at:

    Sunway Pals Website:
    Step 1:
    Log in to your Sunway Pals account.
    Step 2: Go to the 'Loyalty Transaction' tab.
    Step 3: Check your points expiring for the month and coming 2 months.

    Pals For Life Mobile App:
    Step 1:
    Log in to your Pals For Life mobile app.
    Step 2: Go to the 'Loyalty' function and select the 'My Points' tab.
    Step 3: Check your points expiring for the month and coming 2 months.

  8. Can I collect Pals Points from previous purchases or backdated receipts?

    No, you can't collect Pals Points from previous purchases or backdated receipts.

  9. Can Pals Points awarding be shared for the same purchase/receipt?

    No, Pals Points from the same purchase/receipt can only be awarded to ONE member only.

  10. Are the awarded Pals Points transferable to another membership account?

    No, the Pals Points are non-transferable.

  11. What happens to my Pals Points when I refund my purchase?

    This is subjected to merchant's decision and their terms and conditions.

  12. Is there a minimum Pals Points amount to be maintained?

    No, there's no minimum Pals Points amount that needs to be maintained in your account.

  13. What should I do if my Pals Points balance is incorrect?

    If your Pals Points balance is displaying incorrectly, please report it to any of the Sunway Pals membership counters in person, by email or phone call. You can find the contact details here: https://sunwaypals.com.my/contact. If the points displayed is incorrect due to a transaction, please bring your proof of purchase.

  14. Can I use the Sunway Pals card with other credit/ outlet/loyalty card privileges?

    This will be subjected to merchant's terms & conditions and approval.

  1. Where can I redeem Sunway Pals vouchers?
    Our vouchers can only be redeemed on our Pals For Life mobile app.

  2. How do I collect the vouchers on the Pals For Life mobile app?

    You may collect vouchers on the Pals For Life mobile app by:

    Step 1:
     Log in to your Pals For Life mobile app.
    Step 2: Go to the 'Vouchers' tab at the top to view all the available vouchers.
    Step 3: Collect your desired voucher under the ‘vouchers’ tab. The voucher will be stored in your voucher wallet and ready for redemption.

  3. How do I redeem my collected vouchers on the Pals For Life mobile app?

    You may redeem collected vouchers on the Pals For Life mobile app by:

    Step 1:
     Log in to your Pals For Life mobile app.
    Step 2: Go to the 'Vouchers' tab and select 'My Voucher Wallet' at the bottom of the screen to view all your collected vouchers.
    Step 3: Select the voucher you wish to redeem and present the QR code to the cashier upon payment.
    Step 4: Key in your 6-digit personal identification number (PIN) to confirm your redemption.

  1. What is Sunway Pay?

    Sunway Pay is a consolidated payment platform that allows members to make payment via our Pals for Life mobile app at participating Sunway Pay merchants. Ditch the hassle of juggling with cash or swipping cards!

  2. What are the user benefits?

    Sunway Pay is a consolidated cashless mobile payment method. It is a quick and hassle free payment method where you won't need to juggle with any cash and loose change. All you need is your mobile phone and the Pals for Life mobile app. You also get an instant access to all our ongoing promotions and rewards.

  3. Can I have more than 1 account?

    Each Pals for Life mobile app user will only be able to access ONE (1) Sunway Pay account. Your Sunway Pay account is automatically enabled under your Pals For Life account.

  1. How do I update my account details?

    If you would like to edit your name, location, birthday and gender, you may do so directly from your Pals For Life mobile app. 

    However, to edit your email and phone number, our customer service will assist you at our The World of Sunway Counter at any of the following locations:

    - G1.96, Sunway Pyramid
    - L1.27, Sunway Putra Mall
    - LOT1.21, Sunway Velocity Mall
    - LG20, Sunway Carnival Shopping Mall

  1. How do I pay with Sunway Pay?

    1) Find this Sunway Pay QR at the cashier.

           

    2) Scan the QR code by tapping the [   ] icon on the Pals For Life mobile app homepage.
    3) Enter the RM amount. Please ensure the correct amount is entered in order to proceed.

    If you have not registered your preferred payment method, you would be prompted to do so.

  2. How do I add my preferred payment method?

    Member may make payment via credit card, debit card, e-wallet or online banking.

    For credit card/debit card: 
    Click on the 'Payment' function and select 'Add new credit/debit card' to register your card. You will be prompted with an OTP (one-time-password) for RM1.00 pre-authorisation charge. This RM1.00 will be refunded to you within the same day after the card has been successfully added. 

    For e-wallets and online banking:
    Click on the 'Payment' function and select any e-wallet or online banking of your choice and set it as your primary payment method. When you slide to pay, the app will redirect you to your payment operator i.e. e-wallet or online banking page. Please proceed with the payment process at the designated payment operator and return to the Pals for Life app by clicking to 'Return to Merchant' once payment is completed.

  3. Where can I view my transaction history?

    Click on the 'Activity' function in the Pals For Life mobile app and select the 'payment' tab to view your Sunway Pay transaction history.

  4. Where can I view my receipt?

    Users will receive an email confirmation for every transaction made.

  1. How do I remove my credit/debit card?

    Click on the 'Payment' function and select 'remove card' at the bottom of the screen.

  2. Can I reload my e-wallet using the Pals For Life mobile app itself?

    No, you would not be able to reload your e-wallet using the app. You would have to do so via your respective e-wallet platform.

  1. Why can't I pay with Sunway Pay?

    You can't pay with Sunway Pay if:

    i) you have insufficient funds in your e-wallet chosen
    ii) your card is not supported i.e. AMEX
    iii) OTP no. was keyed in wrongly

  1. How do I request for a refund?

    Refund requests would have to be taken directly with the individual merchant outlet.

  1. How do I know if a store accepts Sunway Pay?

    Just look out for the Sunway Pay acceptance signage at participating stores.

  2. Which stores accept Sunway Pay?
  1. Will I get rewarded if I refer my friends and family?

    Yes, all you have to do is share your personal referral code & you will get rewarded whenever your friends or family register as a Sunway Pals member.

  1. Do I earn Pals Points automatically?

    No, Pals Points will not be awarded automatically unless specified.

  2. How do I collect Pals Points after payment?

    Flash your Sunway Pals card or Pals for Life mobile app to the cashier after making payment with any Sunway Pay payment method to collect Pals Points at participating Pals merchants.

  1. Can I register my business to accept Sunway Pay at my store outlet?

    Yes, all legal registered business in Malaysia can register for Sunway Pay services.

  2. Is there any fees for accepting Sunway Pay?

    A Merchant Discount Rate (MDR) fee will be charged to merchants upon each Sunway Pay usage. The fee amount depends on the type of payment that the user chooses.

    Merchants can refer to their Sunway Pals account manager for the detailed MDR rates. There is no other monthly or maintenance charges.

  1. Are my payment details secure?

    Yes, all your payment details are securely stored and will not be disclosed to any unauthorized third party.

  1. Who should I contact for any Sunway Pay inquiries?

    If you have an inquiry, you may contact us at:

    Email: [email protected]
    Phone: 03-56333988
    (10AM to 10PM daily)

  1. What is e-Redemption?

    More ways to redeem your Pals Points! You can now redeem your Pals Points for e-Points or e-Deals via our Pals For Life mobile app.

  2. Where can I find the e-Redemption?

    e-Redemption is only available in our Pals For Life mobile app. Under the 'Home' page, simply select the 'e-Redemption' icon under Services. It can also be found under the 'Rewards' and 'Loyalty' page.

  3. How do I redeem my Pals Points for e-Redemptions?

    Select your desired e-Points or e-Deals and click 'Redeem Now' and enter your 6-digit redemption PIN. The points will be instantly deducted from your account.

  4. How do I check how much Pals Points I have left to redeem?

    You will be able to view your Pals Points balance at the top of the e-Redemption page or at the bottom of your selected e-Points or e-Deals page.

  5. What if I don’t have enough Pals Points?

    You may purchase additional Pals Points through our e-Gift Card service here: https://sunwaypals.com.my/promotions/rm10-e-gift-card 

  6. Is there any additional cost if I redeem my Pals Points through e-Redemptions?

    No, there is no additional cost if you redeem your Pals Points through e-Redemption. It is the same as your usual redemption at our participating Pals merchant outlets; every 100 Pals Points can be redeemed for RM1 worth.

  7. Will I be able to collect Pals Points when I redeem my points through e-Redemption?

    No, no Pals Points will be awarded for e-Redemptions.

  8. Where can I find the e-Points or e-Deals I've redeemed?

    Your redeemed e-Points or e-Deals will be stored in your 'Rewards Wallet' under the 'e-Redemption' tab.

  9. How do I check if my Pals Points has been successfully redeemed for e-Redemption?

    You will be able to check your Transaction History for e-Redemptions on the 'Activity' page under Loyalty.

  10. What will happen if my redeemed e-Redemptions are expired?
    All expired e-Redemptions will be moved to 'History' in your 'Rewards Wallet'.
  1. What are e-Points?

    e-Points can be applied when you pay with Sunway Pay to instantly reduce your total bill at Sunway Pay merchants.

  2. Will I be able to transfer my e-Points to other Pals accounts?

    No, e-Points are not transferrable to any other Pals accounts and can only be used within the same account.

  3. Is there an expiry to the e-Points redeemed?

    Yes, the e-Points will expire after 60 days. There is strictly no extensions or refunds for any expired e-Points.

    For refund e-Points due to sales cancellation, if your e-Points has not expired, the original expiry date will still apply.

    If your e-Points has already expired when the transaction cancellation (refund/void) take place, your e-Points validity will be extended by 3 calendar days.

  4. Will I get a refund if my e-Points transaction is cancelled upon utilisation?

    Yes, e-Points will be refunded to your Rewards Wallet if the approved transaction is cancelled.

  5. Will the additional e-Points balance be refunded for Sunway Pay transaction amount that exceeds my e-Points value applied?

    No, any additional balance e-Points after payment will not be refunded.

  6. Where can I utilise my e-Points?

    e-Points can be used when you pay with Sunway Pay at these Sunway Pay merchants: https://sunwaypals.com.my/promotions/go-cashless-with-our-new-sunway-pay-feature



  7. How do I utilise my e-Points?

    Simply apply the e-Points when you pay with Sunway Pay with our Pals For Life mobile app.
    Step 1: In the 'Home' page, click the scan QR icon under 'Pay'.
    Step 2: Scan the Sunway Pay QR code at participating merchants to pay.
    Step 3: Key in your payment amount and select your desired payment method.
    Step 4: Click 'Select e-Points' to apply your desired e-Points.
    Step 5: Your payable amount will automatically minus the e-Points applied for a lower total bill.

  8. How many e-Points can I use to purchase the e-Gift Card?

    There will be only ONE (1) e-Point allowed to be used PER transaction.

  1. What are e-Deals?

    e-Deals are deals that are specially curated at an exclusive rate or lower price for Pals members only. 

  2. How do I utilise my e-Deals?

    Simply redeem the e-Deals in our Pals For Life mobile app and present it at the respective merchant outlet.
    Step 1: In the 'e-Redemption' page, click on 'Rewards Wallet' to view all your e-Redemptions redeemed.
    Step 2: Select the e-Deals you wish to utilise.
    Step 3: Click 'Use Now' then click 'Ok' on the confirmation pop-up to utilise the e-Deal. DO NOT do this step if you are not at the merchant outlet as the redemption code will expire in 10 minutes.
    Step 4: Present the Redemption Code to the cashier staff at the merchant outlet and click 'Done' once completed.
    Step 5: Proceed to pay for your purchase at the exclusive lower member price.

  3. Is there an expiry to the e-Deals redeemed?

    Yes, each e-Deals will have its own validity period. You may refer to the respective e-Deals page for the validity period under its Terms & Conditions.

  4. Will I be able to transfer my e-Deals to other Pals accounts?

    No, e-Deals are not transferrable to any other Pals accounts and can only be used within the same account.

  5. What happens if I accidentally clicked the 'Use Now' button for my e-Deals?

    Your e-Deals will be considered utilised and strictly no refund will be provided.

  1. What is Sunway Pals e-Gift Card?

    It is a prepaid card with Pals Points to be added in your member account, that comes with 6 denominations:


    i)  1,000 Pals Points
    ii)  2,000 Pals Points
    iii) 3,000 Pals Points
    iv) 5,000 Pals Points
    v) 10,000 Pals Points
    vi) 20,000 Pals Points

    It can be redeemed to offset your purchases at over 1,000 Sunway retail outlets and selected Sunway businesses with just a few clicks away from your Pals For Life app! 

  2. Why do I need to purchase the e-Gift Card?

    The e-Gift Card is the perfect way to gift your friend, family or corporate customer especially on special occasions like birthdays, graduations, festive and all other gift-giving occasions. It provides the flexibility and freedom for recipient to purchase products / services from participating retail outlets.

    You may purchase the e-Gift Card for own use if you require more or running low in Pals Points to redeem items at Pals merchants, Sunway businesses or even e-redemption, you can purchase the e-Gift Card to get instant points into your Pals account!

  3. Where can I purchase the e-Gift Card?

    e-Gift Card is available in Pals For Life mobile app. 

  1. How do I pay for the e-Gift Card?

    Simply select your preferred e-Gift Card design, recipient(s), e-Gift Card value and quantity to proceed with payment through Sunway Pay in Pals For Life mobile app.

  2. Will there be any additional charges?

    Yes, there will be a small processing fee and/or SMS fee incurred based on each e-Gift Card value. 

  3. How do I notify the recipient of the e-Gift Card?

    You can notify the recipient via email or SMS method during the purchase process. 

  4. How many e-Gift Cards can I purchase?

    You are allowed to purchase MAXIMUM 5 e- gift cards PER transaction. If you would like to purchase more, kindly make another transaction. 

  5. Can I choose a different e-Gift Card designs for different recipient(s)?

    All recipients will receive the same card design if the cards were purchased within the same transaction.

  6. Can I include a personalized message together with the e-Gift Card to the recipient?

    Yes, you are able to send a personalized message within a 100-characters limit for email notification method only.

  7. If I have redeemed e-Points from Pals For Life mobile app previously, am I allowed to use it to purchase the e-Gift Card?

    Yes.

  8. How do I get the e-Gift Card Pals Points I have just purchased?

    Upon a successful purchase, refer to following scenarios:

    For Self-purchase: Pals Points will be credited immediately into your Pals account together with a confirmation email sent directly to your registered email linked to Pals account. You may login to your Pals account via website or click refresh button under ‘Activity’ -> ‘Transaction History’ -> ‘Loyalty’ on your Pals For Life mobile app.

     

    For Gift to someone: Recipients will receive notifications (email OR SMS) upon purchase with a 16-digit card number and card code to be added via Sunway Pals website or Pals For Life mobile app.  

  9. I just received the e-Gift Card from someone. How do I add the card?

    Step 1: Launch Pals For Life mobile app, click on “Loyalty”.
    Step 2: Click on “Add Card”.
    Step 3: Enter 16-digit number.
    Step 4: Enter Card Code.
    Step 5: Tap/Click “Add Card”.

  10. Will my Pals Points Balance be combined with Points from e-Gift Card?

    Yes, the Pals Points will reflect in the total points amount once you have added in to your member account.

  11. Where do I redeem Pals Points?

    Click here to find out the list of Pals merchants you can redeem your Pals Points!
    *Note: Please check the individual Pals merchants profile to see if they accept Pals Points Redemption. 


    You may also redeem for e-Points to be used at Sunway Pay merchant.



  12. I made a mistake with my order. Can I change my order details?

    No, all details are to be double checked before proceeding with payment, member has the full responsibility in ensuring the correct details given.

  13. Is my e-Gift Card refundable, transferrable and exchangeable for cash?

    e-Gift Cards are non-refundable, non-transferrable and non-exchangeable for cash.

  1. Where can I redeem my e-Gift Card Pals Points?

    Click here to find out the list of Pals merchants you can redeem your Pals Points!
    *Note: Please check the individual Pals merchants profile to see if they accept Pals Points Redemption.

    You may also redeem for e-Points to be used at Sunway Pay merchant.

  1. What is the validity period of the e-Gift Card Pals Points?

    2 years validity from purchase date.

    *Kindly take note we are unable to perform renewals or extension of expired e-Gift Card(s). So use them soon!

    Example:

    Date of Card Purchased: 23 January 2021
    Date Recipient Added Card: 1 February 2021
    Points valid till 31 January 2023

  2. Can I extend the validity of my e-Gift Card Pals Points if it expires?

    No. So, use it once you get them! 

  1. I am unable to add my e-Gift Card. What should I do?

    There may be several common reasons on why your card does not work:

    ·         Gift Card has already been added previously.

    ·         Card number or card code wrongly keyed in by members. 

  2. I need help, who should I get in contact with?

    For assistance, you may contact/email as below:
    Email:
    [email protected]
    Call: 03-56333988

  1. Why I didn’t get a ticket when entering into the parking?

    We are currently running Smart License Plate Recognition System which will automatically scan your car plate number into the system at the entrance. Then, pay the parking fee before you leave, the boom gate will detect your car number automatically after completed payment and open the boom gate.

  2. Where is Sunway Smart Parking available?

    Sunway Smart Parking is available at the following locations:

    1. Sunway Pyramid

    2. Sunway Pyramid Hotel

    3. Sunway Resort Hotel & Spa

    4. Sunway Pinnacle

    5. Sunway Clio Hotel

    6. Menara Sunway



  3. What are the methods I can pay for my parking?

    1. Pay via ‘Pals for Life’ mobile app with Sunway Pay
    2. Pay with Sunway Pals physical card (need to top up) at the Sunway Pals parking Kiosk
    3. Pay online via http://payment.sunwayparking.com
    4. Pay at the Auto Pay Stations in the integrated carpark via cash, credit/debit card, or TNG e-wallet.
    5. Touch ‘n Go Card readers at the exits. 

  4. What are the benefits to pay parking with Sunway Pay?

    It is a quick and hassle free payment method where you can skip the queue and pay with the convenience of your mobile phone. You can also pay with your Sunway Pals Points!

  1. What is a parking prepaid package?
    Enjoy hassle-free allocated entries into Sunway Pyramid Car Park throughout a validity of 1-year period by subscribing to a desired prepaid package in Sunway Pals For Life Mobile App.
  2. How does the prepaid package work?

    Subscribe to your desired prepaid package via the Smart Parking feature in Sunway Pals For Life Mobile App. After payment has been made, enjoy all entries into Sunway Pyramid Car Park.

  3. Is the hourly parking fee required to be paid after subscribing to the prepaid package?

    No, you may directly exit the car park. The parking entry will automatically be deducted from the subscribed prepaid package balance.

  4. Is the parking entry valid for weekdays, weekends and public holidays?

    Yes.

  5. Where can I subscribe to the prepaid package?

    The prepaid package subscription is only available for purchase via the Smart Parking feature in Sunway Pals For Life Mobile App under ‘Prepaid’ icon.

  1. What are they payment type I can use to pay for Smart Parking with Sunway Pay?

    1. All local Credit and Debit Card
    2. Touch ‘n Go eWallet
    3. Boost eWallet
    4. GrabPay eWallet
    5. Redeem with Pals Points (full redemption only)

  2. Do I need minimum credit on my e-wallet to enter?

    No, the system allows all vehicles to enter the carpark.
    Do remember to check that your e-wallet has sufficient balance before proceeding to make payment prior to your exit.

  3. Will invoice be generated if I want to make claims?

    Yes, invoice will be generated after each successful payment with Sunway Pay. You are able to send the invoice in PDF format to your email.

  4. Do I earn Pals Points automatically when I pay Smart Parking with Sunway Pay?

    No, Pals Points will not be awarded automatically unless specified.

  5. Are my payment details secure with Sunway Pay?

    Yes, all your payment details are securely stored and will not be disclosed to any unauthorized third party.

  6. Is there a grace period?

    Upon entering the carpark, there is a standard 10 minutes’ grace period where you may exit without any charges.

  7. How long do I have to exit after I make payment?

    After making payment, there is a 20 minutes’ grace period to exit. If the 20 minutes’ grace period is exceeded, additional hourly charges will apply.

  8. What happens if I have exceeded the grace period?

    The carpark boom gate will not open at the exit(s), and you will need to pay additional hourly charges until you leave. Just click into Smart Parking icon in Pals For Life app and make additional payment. If you face any issues at the exit, you may contact our friendly carpark personnel for assistance using the boom gate intercom machine or by calling 03 -7494 3185.

  9. What is the maximum parking fee?

    Weekdays are RM12 daily and weekends are RM15 daily.

  10. How do I enter preferred parking?

    Simply drive through the Preferred Parking entrance to gain access, the boom gate will automatically open up for you.

  11. When do I pay for preferred parking?

    Same as for normal parking users, pay before you collect your car. All payment methods will be the same for both normal and preferred parking users.

  12. Is there a different rate for preferred parking?

    Preferred Parking rates are at RM5.00 for the first 2 hours, and it will be RM2.00 for every subsequent hour. There is no maximum daily parking fee at the preferred parking.

  13. I do not have enough of Pals Points to redeem for parking, can I do partial redemption?

    No, only full redemption is allowed.

  14. Where can I check my parking payment history?

    You can check your parking history in the Smart Parking icon under the ‘History’ button.

  1. What happens if I get stuck at the carpark entry/exit?

    Kindly press the Smart Parking intercom button, HELP buttons in the carpark or call our friendly carpark personnel at 03-7494 3185 for assistance.

  2. What if the system doesn’t detect my car plate or is unable to locate my car plate on the ‘Pals for Life’ mobile app?

    You can contact our friendly car park personnel at 03-7494 3185 or head to the Carpark Help Desk for assistance! The Carpark Help Desks are located at:
    • Sunway Pyramid – CP3 & B1
    • Sunway Pyramid Hotel – B3
    • Sunway Resort Hotel & Spa – Carpark Level 11
    • Sunway Pinnacle – B1b

  3. Who should I contact for any Sunway Pay inquiries?

    If you have an inquiry, you may contact us at:
    Email: [email protected]
    Phone: 03-56333988
    (10AM to 10PM daily)

  4. How do I get parking assistance?

    For any carpark related enquiries, call 03-7494 3185 or head to the Carpark Help Desk for assistance
    • Sunway Pyramid – CP3 & B1
    • Sunway Pyramid Hotel – B3
    • Sunway Resort Hotel & Spa – Carpark Level 11
    • Sunway Pinnacle – B1b

  1. What is Sunway Pals and Enrich Miles points exchange programme?

    Members from both loyalty programme are able to put their miles or points to better use by widening the array of reward exchanges possible. Hence save their miles and points from expiring. 

  2. What are the benefits of this points exchange programme?

    With this collaboration, Enrich members are able to exchange their miles to Pals Points to be enjoyed at participating merchants and Sunway Pals members can exchange their Points to Enrich Miles for flights. 

  3. How do I convert Pals Points and Enrich Miles?
    a) Enrich Miles to Pals Points:

    Visit here for more info.

    b) Pals Points to Enrich Miles:
    i. Login to your Pals member account here.
    i. Select ‘Points Exchange’ tab.
    iii. Key in required details.

    *Please fill in your Enrich Miles member ID starting with 'MH' and followed by 9 digits of your member ID. (e.g., MH123456789)
  4. How many Pals Points/Enrich Miles can I convert?

    There is 5 points tier for exchange of points, as below:

  5. When will I receive the converted Pals Points/Enrich Miles after submitted?

    It will be processed within 14 days.

  6. What happens if my points conversion is unsuccessful?

    Your points will be reimbursed within 14 days from points conversion requested date.

  7. Who should I contact to assist on failed conversion?
    a) Enrich Miles to Pals Points: Contact +60 3 7843 3000 or email [email protected]

    b) Pals Points to Enrich Miles: Contact customer service at 03-56333988 or email [email protected]
  1. What is a parking prepaid package?

    Enjoy hassle-free allocated entries into Sunway Pyramid Car Park throughout a validity of 1-year period by subscribing to a desired prepaid package in Sunway Pals For Life Mobile App.

  2. How does the prepaid package work?

    Subscribe to your desired prepaid package via the Smart Parking feature in Sunway Pals For Life Mobile App. After payment has been made, enjoy all entries into Sunway Pyramid Car Park.

  3. Is the hourly parking fee required to be paid after subscribing to the prepaid package?

    No, you may directly exit the car park. The parking entry will automatically be deducted from the subscribed prepaid package balance.

  4. Is the parking entry valid for weekdays, weekends and public holidays?

    Yes.

  5. Where can I subscribe to the prepaid package?

    The prepaid package subscription is only available for purchase via the Smart Parking feature in Sunway Pals For Life Mobile App under ‘Prepaid’ icon.

  6. Who can I contact to enquire more information?

    Please contact us at 03-7494 3080/3081/3082 or email us at [email protected] for any inquiries.

  1. Which parking entrances are valid for the prepaid package?

    Any car park entrances at Sunway Pyramid Car Park is valid. For Preferred Parking access, please ensure you subscribe to the designated package for Preferred Parking privileges.

  2. Is the prepaid package applicable to parking spaces at Sunway Pinnacle, Sunway Resort, Sunway Clio Hotel or any other parking spaces near Sunway Pyramid?

    No, the prepaid package is only available at Sunway Pyramid Car Park.

  3. What if I enter a non-designated car park entrance?

    Parking payment at the normal rate will be required before exiting the car park.

  1. What are the payment options available on Sunway Pals For Life Mobile App?

    Credit cards, Debit cards, Touch ‘n Go e-wallet, GrabPay and Boost e-wallets are accepted.

  2. Where can I check my parking entry balance?

    Please refer to the Smart Parking feature in Sunway Pals For Life Mobile App, under ‘Prepaid’ > ‘Packages’.

  3. Are there any additional benefits of subscribing to the prepaid package?

    Please stay tuned for the latest announcements and updates.

  1. Is there any time limit for each parking entry?

    Each entry is valid for up to 24 hours only.

  2. Can the prepaid package be chosen not to be utilized upon entry?

    No. The parking system will automatically deduct the parking entry balance upon detecting your vehicle number of you exceeded the grace period of 10 minutes. 

  3. Can the prepaid package be utilized for another vehicle’s entry?

    No. The prepaid package is only applicable to one registered vehicle number.

  4. What happens to any expired or unutilized balance of parking entries?

    Please contact us at 03-7494 3080/3081/3082 or email us at [email protected] There will be no refunds of fee paid but balance entries may be transferred to other vehicle.