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| Q: |
What is BonusLink m-Services? |
| A: |
BonusLink m-Services is another self-service channel for Members to manage their BonusLink Account via SMS. |
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| Q: |
What is the number to use for BonusLink m-Services request? |
| A: |
The number to be used is 33088. |
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| Q: |
What are the services available for BonusLink m-Services? |
| A: |
Currently, the services available are:
| 1. |
Set PIN |
| 2. |
Change PIN |
| 3. |
Check Points |
| 4. |
Redeem |
| 5. |
Gift Tracking |
| 6. |
Assist |
* Please refer to Membership Terms & Conditions – m-Services before you start off. |
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| Q: |
Are users charged for error messages received? |
| A: |
If the error is technical, e.g. system down, the user will not be charged, except in the case of DiGi where the minimum charges is RM 0.20. If the error is caused by the user, e.g. wrong PIN entered, the normal RM0.30 per SMS received applies. |
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| Q: |
Is this service open to all telcos and all mobile phones? |
| A: |
Yes, this service is open to all telcos and all types of mobile phones. |
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| Q: |
Can this service be used anytime anywhere? How much is the charges if used overseas? |
| A: |
Yes. However, if users are outside Malaysia, their mobile phone must have roaming services in order to access this service. The charges is Roaming + RM0.30 for each SMS received. |
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| Q: |
Can user with mobile phone number registered outside Malaysia use the services? |
| A: |
No. |
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| Q: |
If the user does not own a mobile phone, can she/he use another person's mobile phone to use these services? |
| A: |
Yes. The users just need to key in their own BonusLink details to access the information. |
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| Q: |
The user has followed all the steps properly but why is there no response? |
| A: |
This situation could be due to telco's system being busy which could result in a delayed response. For prepaid users, the user has to check if they have sufficient minimum credit balance. Each telco has a different minimum credit balance requirement when using the services. However, if you have not received any response for more than 30 minutes, please contact BonusLink Member Services Centre at 03-7626 1000. |
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| Q: |
What is the average response time for each message sent? |
| A: |
It depends on the telco's network traffic at the time of request (peak/non-peak). |
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| Q: |
What is a session timeout message? |
| A: |
A session timeout message is a message sent to users if there is no activity from the user to continue with the transaction after 30 minutes. |
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| Q: |
Why do users receive a session timeout message? |
| A: |
A session timeout message is an auto-generated message designed to protect users' privacy in case they forgot to continue with the transaction. It will prevent unauthorized users from continuing the transaction without the Member's knowledge and consent. |
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| Q: |
What happen if the battery exhausted/if users switch off the mobile phone in the midst of a transaction? Will user be charged for session timeout after 30 minutes? |
| A: |
Yes. The user will receive the message the next time the mobile phone is turned on. |
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| Q: |
If the telco's system is down in the midst of a transaction, will user be charged for session timeout after 30 minutes? Can they continue with the services when the system is up? |
| A: |
If the telco's system is up within 30 minutes, user can continue the services. Otherwise, session timeout message will be sent. |
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| Q: |
Can a user continue a transaction with another mobile phone (different mobile phone number) in the midst of a transaction? |
| A: |
No. The system will not recognize a request from a different mobile phone number while in the midst of a transaction. |
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| Q: |
Once the user has set/change the PIN, can it be used to access BonusLink's other channels e.g. website? |
| A: |
Yes, the PIN can be used to access BonusLink's other channels e.g. website, Self-Service Phone System and On-The-Spot redemption. |
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| Q: |
Can non-Primary Members set / change PIN? |
| A: |
No. Only Primary Members can set / change PIN. |
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| Q: |
Can the PIN be alphanumeric? |
| A: |
No. The PIN must be 6-digit numeric. |
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| Q: |
What happens when the user keys in the PIN wrongly? |
| A: |
An error message will be sent to the user and they will be given one more opportunity to key in the correct PIN. If the user fails to key in the correct PIN on the 3rd try, the PIN will be locked. User will be required to call BonusLink Member Services Centre at 03-7626 1000 for further assistance. |
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| Q: |
Will the user be required to log in with PIN to find out the Point balance? |
| A: |
No. The user just has to key in keyword followed by the last 8 digit of his/her BonusLink Card Number, and submit the request to 33088. |
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| Q: |
Can a Supplementary Card Number be used to check Points via SMS? |
| A: |
Yes. Both Primary & Supplementary Card Numbers can be used to Check Points. |
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| Q: |
Are the Points displayed in real time? |
| A: |
The Points displayed are the available Points which user may use to redeem gifts. However, it may not include Points collected recently as it takes 2 - 4 weeks for Points to be credited from date of purchase. |
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| Q: |
Will any changes to the user's Point balance after redemption be reflected in BonusLink's other channels e.g. the website? |
| A: |
Yes. |
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| Q: |
Can users redeem any item from the mobile phone? |
| A: |
Users can redeem any item with full Points only (normal Points or Points Knock Down) featured in the Catalogue or Website as long as there are sufficient Points in the Account. |
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| Q: |
If the user does not have sufficient Points, can they top up the required Points via ExpressWay? |
| A: |
No. ExpressWay items cannot be redeemed via SMS at the moment. However, they can redeem ExpressWay via the website www.bonuslink.com.my |
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| Q: |
Will the message receive display Gift description? |
| A: |
No. Only Gift code will be displayed. |
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| Q: |
How many items can a user redeem at once using the mobile phone? |
| A: |
A user can only redeem one (1) item at a time when using the mobile phone. User can make up to a maximum of three (3) redemption transactions a day. |
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| Q: |
How will the user know if his/her redemption transaction was successful? |
| A: |
A message will be sent back to the user together with the Redemption Reference number. The user can use the Redemption Reference number to track the redemption status. |
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| Q: |
Can a user cancel a transaction, which has already been accepted? |
| A: |
No, redemption once accepted cannot be cancelled, exchanged or returned. |
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| Q: |
What happens if the user does not have sufficient Points to redeem for the desired item? |
| A: |
An error message will be sent. The user will be given an option to select another item to redeem or to terminate the transaction request. |
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| Q: |
What happens if the item the user wishes to redeem is out of stock? |
| A: |
An error message will be sent. The user will be given an option to select another item to redeem or to terminate the transaction request. |
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| Q: |
Why are users charged for out of stock message? |
| A: |
The charges are needed for us to inform user of the out of stock situation. |
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| Q: |
Can users make a reservation for out of stock item via SMS? |
| A: |
No. Gift reservation is not available via SMS at the moment. |
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| Q: |
If a user were to redeem an item via BonusLink's other channels e.g. the website or Self-Service Phone System, can the user still use SMS to track the redemption status of the item? |
| A: |
Yes, the user will still be able to use this service to track the redemption status of the item(s). |
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| Q: |
How many gift items can be tracked at any one time from the mobile phone? |
| A: |
A maximum of 2 items can be displayed in each message (with the same Redemption Reference number). A redemption reference number with more than 2 items will receive > 1 messages. User will be charged RM0.30 per message. |
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| Q: |
Where does the user get the Redemption Reference number? |
| A: |
The Redemption Reference number is provided to the user after a redemption transaction has been successfully processed. User can use the Redemption Reference number from other channels e.g. website or Self-Service Phone System for gift tracking via SMS. |
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| Q: |
What is the function of Assist? |
| A: |
The Assist menu provide the guide to users on how to use BonusLink m-Services. By sending 'Assist' to 33088, a list of keywords and their functions will be sent to users. |
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| Q: |
Why did my transaction time out? |
| A: |
Your transaction timed out because there was no activity for over 30 minutes. The reason for the time out is to prevent any unauthorized person from performing transactions using your BonusLink Account. |
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| Q: |
If the transaction timed out, does that mean my transaction has failed? |
| A: |
Yes. If your transaction is timed out, it means that your transaction was not completed and has been automatically terminated. You will need to restart your request again. |
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| Q: |
What happens if the user is doing a transaction mid way and switches to another service? |
| A: |
When the user switches to another service in the midst of performing an existing transaction, the existing one will be terminated. When the user tries to revert back to the pervious transaction, an "Invalid keyword" error message will be displayed. |
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