FAQ

Q: Can you tell me what City Explorer Loyalty Card is all about?

A: City Explorer Loyalty (CEL) Card is a multi merchant-member rewards programme. It was launched to become synonymous with your daily spending, great privileges and fabulous branded gifts


Q: How does CEL Card work?

A: By presenting the CEL Card before a transaction is recorded. Points will be recorded automatically once the CEL Card is swiped.


Q: How much does it cost to sign up for a Membership? How do I join?

A: CEL Membership is free. You may apply for Membership online at www.cityexplorercard.com.my. You can collect your CEL Card in 2 - 3 weeks from the application date at our office: No-D 13-3 Jalan Persiaran Utama S2-1, Seremban 2, 70300 Seremban, N.S.D.K. Alternatively, you can log on to our website www.cityexplorercard.com.my or just request for an Application form through our Customer Service Call Center by calling 06-761 8792 (Hunting line)


Q: Do I need to sign up with every CEL Merchant?

A: No. You need to only sign up once with one City Explorer merchant and you can swipe your CEL Card at all our merchants' outlets


Q: How do I know how many CELC Points I have collected?

A: There are a few methods for you to keep track of your Points transactions

  • You can track your last 30 days transactions by logging into Member's Page at www.cityexplorercard.com.my and check out your last Transactions and Points
  • You can contact our Customer Service Call Center at 06-761 8792 (Hunting line)


Q: Is there a waiting period for me to use the CEL Card?

A: No. As soon as you have a CELC Card, you can begin collecting Points. Purchases made prior to receiving the Card, generally, do not contribute CEL Points.


Q: Can I still collect CEL Points if I left my Card at home?

A: Yes, you can. Just state your CEL Card number or NRIC or Mobile number prior making payments to your purchase at any of the participating Merchant outlets.


Q: The CEL Card looks like a credit card - is it a credit card?

A: No, your CEL Card is not a credit card, a debit card, a charge card or a discount card. By swiping your Card, our Merchants simply record your purchase so your CEL Points can be allocated.


Q: What happens if I lose my CEL Card?

A: You can request for a replacement card using the following channels:

  • Download the form at www.cityexplorercard.com.my
  • Customer Service Call Center at 06-761 8792 (Hunting line)
  • E-mail to support@cityexplorer.com.my
  • Fax to 06-601 6646

You will be able to collect your replacement Card in 2 - 3 weeks from the process date.


Q: How do I apply for a Supplementary CEL Card for another member of my family?

A: You can apply for a Supplementary Card using the following methods:

  • Customer Service Call Center at 06-761 8792 (Hunting line)
  • E-mail to support@cityexplorer.com.my
  • Fax to 06-601 6646

Please note that the Principal Member of each Household Account can apply for up to 2 Supplementary Cards only. You need to provide us with the names and IC numbers of the new members in order to apply.


General Questions

Q: Where can I collect CEL Points from?

A: We have over many participating top brands and Merchant outlets nationwide in the CEL Programme. Please visit our website at www.cityexplorercard.com.my for the complete list of Merchants.


Q: Do I have to pay a fee to be a CEL Member?

A: No. The CEL Membership is free of charge. You do not have to pay any membership fee, annual fee or joining fee.


Q: Is there any expiry date to my CEL Points?

A: CEL Points are valid for 2 years or 24 months. You must try and make a redemption during these 2 years. After the 24th month, Points will expire on a monthly, 'first in-first out' basis. Example, Points collected in March 2010 will expire in March 2012.


Q: How can I keep track of any Points expiry?

A: You can keep track of your Points expiry with the following methods:

  • Log on to www.cityexplorercard.com.my
  • Call 06-761 8792 and speak to our Customer Service Call Center to check for your Points expiry.

Q: If I am a Supplementary Member, can I make redemption?

A: No. Only the Principal Member can make redemption.


Q: I have applied for a CEL Card, how long do I have to wait to get my Card?

A: You are able to collect your Card within 2 - 3 weeks after we have processed your application.


Q: How else can I contact CECSSB?

A: You can contact CECSSB by

  • Telephone : 06-761 8792
  • Fax : 06-601 6646
  • E-mail : enquiry@cityexplorer.com.my


Q: Will I get my CEL Points immediately after making my purchase?

A: Yes, you will get your CEL Points immediately after the purchase. However, it takes 1 - 2 weeks for the Points to be credited into your CEL Account.


Q: How do I keep track of my Points transaction?

A: Our participating Merchants will credit your CEL Points directly to our programme at different periods. Generally Points for individual transactions will be credited into your CEL Account between 1 to 2 weeks from the transaction date. You can keep track of your Points transactions with the following methods:

  1. Log onto our website www.cityexplorercard.com.my
  2. Use our Customer Service Call Center 06-761 8792


Q: I seem to be collecting Points very slowly. How can I speed it up?

A: There are many ways to expedite CEL Points collection. Here are some tips on how to chalk up more Points:

  1. Focus your spending at our Merchants' outlets. Shop for everyday needs at our participating Merchants and outlets nationwide
  2. Get the whole family involved to accelerate accumulation of Points to redeem gifts faster. Sign up for Supplementary Members in your account where Points collection will be added up quickly.
  3. Look out for offers and promotions. Log on to www.cityexplorercard.com.my or call our Customer Service Call Center at 06-761 8792 for our promotional updates.
  4. Subscribe to our e-newsletter by giving us your updated e-mail address. You will enjoy special promotions sent directly to you


Q: Why does the CEL Points structure differ among your Merchants?

A: Every Merchant operates differently from the other, not just in the products but also services they provide.


Q: What are extra CEL Points, and how do they work?

A: Extra Points are bonus Points awarded in addition to the standard Points on promotions to help you achieve your desired Gifts faster.


Q: What happens to Points when the Principal Member is deceased?

A: If you are a Supplementary Member in the Account, you may request to be the Principal Member instead, thereby giving you full ownership of the Account. Simply write in and provide us with a copy of the death certificate as proof. However, in the event that there is no Supplementary Card in the Account, the next of kin may request to take over the Account by following the same process. Approval of this request is up to the discretion of CECSSB.


Website Related Questions:

Q: I'm having problems with cookies. Can you help me?

A: Your browser must be cookie-enabled in order to transact at the CELC website. Cookies are short pieces of data stored by your browser, which we use to identify your account. If your browser is not cookie-enabled, or if you are using "cookie-trimming" software such as WebFree, Cookie Cutter, Guard Dog, Cookie Monster, or Watchdog, you will not be able to make online redemptions.
By default, your web browser should support cookies. If not, to enable cookies, please go to Internet Options (for Internet Explorer), select Privacy. Change the privacy setting to medium or low. For other web browsers, please look into the Help section of the web browser.


Q: How can I apply for CEL Card free Membership online?

A: Log on to www.cityexplorercard.com.my and select Register as Member. Complete the form and submit via fax or email to support@cityexplorer.com.my


Q: How can I apply for Supplementary Card?

A: If you are a CEL Principal Member, you can apply for Supplementary Cards. Log on to www.cityexplorercard.com.my and select Register as Member. Complete the form and submit via fax: 06-601 6646 or email to support@cityexplorer.com.my


Q: If my Card is lost or spoilt, can I request for a replacement Card?

A: Yes, you can. To request for a replacement Card, you will have to log on to www.cityexplorercard.com.my; click on Member Assistance the top link and select Card Replacement. Complete the form and submit via fax: 06-601 6646 or email to support@cityexplorer.com.my


Q: Why am I unable to login?

A: There are a few reasons why you are not able to login:

  • Wrong User Name: If you have made too many unsuccessful tries, you can contact City Explorer Card Customer Services at 06-761 8792 to reset your User name & Password.
  • Supplementary Card: Currently, Supplementary Members are not allowed to login or make redemption. All redemption will have to be made via the Principal Members.
  • Inaccurate/incomplete Account information: You will need to update City Explorer Card Services SB on your Account information. Please contact CEL Member Services at 06-761 8792.


Q: How do I make a redemption?

A: Firstly, you need to log into www.cityexplorercard.com.my with your Principal City Card using your User Name and Password then just browse the various Gifts categories on the bottom of our website. Once you find a gift that you are interested in, just add the gift to your redemption form. You can download the Redemption form in the Home page and click on the Member Assistance and select Redemption Form Download