Frequently Asked Questions

Loyalty Program

is a loyalty program designed to reward customers for their purchases by earning points which can be redeemed for exciting vouchers and rewards.

will provide you, our members, the most rewarding experiences as you go about your daily lives. We will turn routine activities like gassing up, buying food, and paying your bills into exciting endeavors to look forward to.

is your loyalty partner. We are here to help you do more and get more rewarding experiences!

is managed and operated by CPL Pacific LLC, a company of the Citadel group together with IP&E and IT&E.

Click here to see the list of member perks and privileges available.

is constantly working to deliver the most rewarding experiences. Check our website regularly to stay up to date with our growing list of benefits!

  1. What are the different Membership Tiers?

    Membership Tiers are Silver (base tier), Gold (middle tier), and Sapphire (highest tier).

    Click here to see the list of member tier perks and privileges.

  2. How can I be promoted to a higher Membership Tier?

    As soon as you reach the minimum required points earned for the next Tier Level, you will be automatically promoted to the next higher Tier Level.

    Tier Rank Membership Tier Required Minimum Points Earned
    Highest Sapphire 5,000 points
    Mid Gold 2,500 points
    Base Silver 0 point

    “Points Earned” refers to points awarded from transactions with partner merchants and promotions. Transferred points from other members are excluded in the computation for membership tier upgrade and downgrade.

  3. Will I be downgraded to a lower tier if I haven’t used my for some time?

    Every Membership Anniversary, will evaluate your Annual Points Earned based on the Minimum and Maximum threshold defined per Membership Tier Level.

    Tier Rank Membership Tier MIN / MAX Annual Points Earned Threshold
    Highest Sapphire 5,000 and up points
    Mid Gold 2,500 – 4,999 points
    Base Silver 0 – 2,499 points

    To maintain your elite tier level, you must accumulate the minimum Annual Points Earned (at least 2,500 points for Gold and 5,000 for Sapphire) within your Membership Anniversary. Otherwise, you will be downgraded to a lower Tier Level based on your Annual Points Earned.

    Annual Points Earned refers to points awarded from transactions with partner merchants and promotions. Transferred points from other members are excluded in the computation.

  4. When is my Membership Anniversary?

    Your Membership Anniversary is when you have activated your account. You may refer to My Account page for your Membership Anniversary

  5. How does Membership Anniversary work?

    Every Membership Anniversary, will evaluate your Annual Points Earned. You must have at least one (1) point earning or redemption transaction within your Membership Anniversary to keep your Membership valid.

    Earn at least 2,500 points within your Membership Anniversary and automatically get upgraded to Gold. Earn at least 5,000 points to become a Sapphire member.

    To maintain your elite tier level, you must accumulate the minimum Annual Points Earned (at least 2,500 points for Gold and 5,000 for Sapphire) within your Membership Anniversary. Otherwise, you will be downgraded to a lower Tier Level based on your Annual Points Earned.

Loyalty Transactions

  1. How do I earn points?

    With , you may earn points through:

    • Purchases from Partner Merchants – Shell and Foody’s
    • IT&E Postpaid Bills Payment
    • Other exciting promotions

    Click here for more details on how to earn points.

  2. How do I calculate my points earned?

    One (1) point is awarded for every whole dollar amount.

    To illustrate:

    Dollar ($) Spent Points Earned
    $1.00 One (1) point
    $5.75 Five (5) points
    $8.99 Eight (8) points

    Click here for more details on points earning mechanics at each Partner Merchant.

  3. How long before my points are credited to my account?

    Points will be posted or credited to your Available Points Balance 2–3 business days after your transaction date.

    There is a vesting period applied to all refundable purchases where in points will be put on hold until such time that the refund period has ended.

  4. When will the points be credited to my account if the system is offline?

    In case the system is offline, Partner Merchant’s POS will keep the transaction records on hold and send it to for crediting as soon as the connection is re-established.

    You may check your transaction history by logging in to Member’s Portal or Mobile App.

  5. What will happen with my points if I have requested for a transaction refund?

    In case you request within refund period at the Partner Merchant, points credited for that specific transaction will also be reversed.

  6. Why can’t I immediately see my points after transaction?

    There is a vesting period applied to all refundable purchases where in points will be put on hold until such time that the refund period has ended.

    Points will only be posted or credited to your Available Points Balance 2–3 business days after your transaction date.

  7. Where can I check my transaction history?

    You may check your transaction history by logging in to Member’s Portal or Mobile App.

  8. How can I report missing / unposted points?

    To report missing or unposted points, you may send the following details to contactus@pacificpoints.com:

    • ID
    • A clear copy of your transaction receipt

    will verify your transaction with Partner Merchants before processing and crediting your points.

    An agent will contact you within seven (7) business days from request date.

  9. I forgot to present my Card, can I still earn points for my transaction?

    You may still earn points for that transaction as long as you send the following details to contactus@pacificpoints.com within three (3) business days from the transaction date.

    • ID
    • A clear copy of your transaction receipt

    After the three (3) business days grace period, crediting will no longer be possible.

    An agent will contact you within seven (7) business days from request date.

  1. Where can I use my points?

    With , you may use your points for any of the following:

    1. Exchange your points for exclusive vouchers, products, and discounts
    2. Pay for your purchases at Partner Merchants – Foody’s and Shell
    3. Convert your points into Miles
  2. How can I redeem vouchers using my points ?

    You may use your points to redeem vouchers from the Choose Rewards page in Member’s Portal or Mobile App.

    Vouchers are in the form of discounts, gift cards or featured products from our Partner Merchants.

    • Log in to the Member’s Portal or Mobile App, access the Choose Rewards page and select your preferred voucher.
    • Upon successful redemption, you will be able to access your redeemed vouchers in My Vouchers tab.
    • You will also receive an email confirmation which contains the voucher details, QR code and barcode.
    • Drop by at the nearest Partner Merchant branch and present a printout or electronic version of your voucher QR code.

    Redeem more vouchers to get more value from your points.

  3. How can I use my points as payment at Partner Merchants?

    is as good as cash when shopping at our Partner Merchants. But remember, you get the best value from your

    by redeeming them for vouchers! Always check promotions available at our Redeem Rewards page for exciting options.

    1. To use your points to pay for gas and snacks at Shell and Foody’s, present your virtual or physical  card at the counter.
    2. You may redeem your points in increments of 50 with a value of $1.

      To illustrate:

      No of Points for Redemption Points Value
      50 points $1.00
      100 points $2.00
      150 points $3.00
      • Minimum of 50 points is required to pay for your transaction
      • There is no maximum number of points allowed for redemption as long as you have enough points balance
      • If the value of your points payment is lower than your transaction amount due, you need to pay the balance using cash or other payment tender (i.e, credit card, debit card, etc.)
      • If the value of your points payment is higher than your transaction amount due, no change will be provided.
    3. Upon successful processing of transaction, points will be automatically deducted from your account.
  4. Will I still earn points when I use for my redemption?

    You will not earn points for any redemption transaction.

  5. What will happen with my redeemed points if I request for a transaction refund?

    Redeemed points used as payment for purchases are non-refundable.

  6. How can I redeem Miles?

    To redeem Airline miles, log in to the Member’s Portal or Mobile App, access the Choose Rewards page and select your preferred Airline Miles.

    You must have an active United MileagePlus account linked to your ID. To link your account, go to My Profile page and update your United MileagePlus Account Number.

  7. How long is the processing time for Miles conversion?

    will process Miles conversion requests every month end. The converted miles will be credited to the member’s Airline Miles membership after a few business days.

  1. How can I use my rewards voucher?

    To use the voucher at the Partner Merchant, just present the printed or digital copy of the voucher. Voucher is valid for one (1) time use only.

    • If the value of voucher is lower than your transaction amount due, you need to pay the balance using cash or other payment tenders (i.e, credit card, debit card, etc.)
    • If the value of your voucher is higher than your transaction amount due, no change will be provided.
  2. Can I request to extend the validity of the rewards voucher?

    Extension of rewards voucher validity is not possible.

    You may refer to the Voucher Validity and Mechanics included in the email confirmation or portal/mobile app.

  3. Can I transfer or give my rewards voucher to any of my family members/friends?

    You may transfer or give your rewards voucher to any of your family members or friends.

    Just make sure to give them a copy of the email confirmation with voucher details with system generated QR code, barcode and reference number which they need to present at the Partner Merchant.

    Vouchers may only be used once.

  4. What if I have erroneously deleted my email rewards voucher?

    Copy of your rewards voucher are also available in My Vouchers page in Member’s Portal or Mobile App.

  1. Can I send points to a Friend?

    You may send points to your friend as long as he/she is an active member.

  2. How can I send points to a Friend?

    Simply access the Send Points to a Friend page in Member’s Portal or Mobile App.

    You will be asked to input your friend’s Email Address registered to .

    There is no required minimum or maximum no. of points for transfer as long as you have sufficient points balance.

    Upon successful validation of One Time Password, points will be automatically debited from your account and credited to your Friend’s account.

    Both of you will also receive an email notification on successful points transfer.

    Once confirmed, points transferred to a friend cannot be reversed.

  1. How can I refer a friend to sign up for account?

    To refer a friend, navigate to Refer a Friend page where you will be asked to provide your friend’s Email Address.

    Your friend will receive a registration email invite from which he/she needs to access to proceed with the registration process.

    Your Friend should be a new member and doesn’t have any existing account with .

  2. Do I have a reward by referring my Friends to sign up with ?

    You will be rewarded with 100 points for every successful referral. Points will be credited to your account after your Friend’s 1st points earning transaction at any of our Partner Merchants.

Marketing Subscription

Your contact details linked to your account might be outdated. Kindly ensure to update your profile and contact details through Member’s Portal or Mobile App.

Please add service@pacificpoints.com and marketing@pacificpoints.com to your address book to ensure delivery of all emails from and to prevent emails from ending up in the Junk folder.

To opt-out from receiving Marketing Emails from , access My Profile page and turn off the Subscribe to Marketing Emails button.

Account Management

  1. How do I sign up for a account?

    To sign-up, simply fill out the online membership application available in the Website and Mobile App.

    An Email Address is required for membership application.

    Upon submission of the online form, an activation link will be sent to your registered Email Address which you need to access to complete the registration and account activation process.

  2. I tried to access the activation link but it’s already expired. How can I request for a new one?

    Activation link sent to your registered Email Address is valid for 24 hours only.

    To resend or request for another link, you need to log-in to your account where you will be prompted to click the ‘Resend activation link’ button.

  3. Can I register multiple accounts?

    Only one membership may be registered per person. Individuals with multiple memberships may result in their accounts being deactivated and points forfeited.

  1. How long is the validity of my account?

    Your account will remain valid and active as long as you have at least one (1) point earning or redemption transaction within a continuous period of 12 months.

  2. What will happen if my account has expired?

    You can no longer use your account. All your remaining points balance will be forfeited.

    However, for any unused vouchers, you may present the email which contains the voucher details and valid QR claim code to the Partner Merchant. Mechanics defined on each voucher will still apply.

  3. Can I request to re-activate my expired account?

    Once your account has expired, you may no longer request for account reactivation.

    You need to register again and submit a new application. A new ID, QR code and barcode will be assigned to you.

    You may register using your old Email Address as long as it is not linked to any other active account.

  1. Can I deactivate my account?

    Yes, you may opt to deactivate your account through Member’s Portal or Mobile App.

    Access the “Account Settings” page and click the “Deactivate Account” button.

    Once deactivated, you can no longer use your account and all your remaining points balance will be forfeited.

  2. What will happen if I deactivate my account?

    You can no longer use your account. All your remaining points balance in the account will be forfeited.

    However, for any unused vouchers, you may present the email which contains the voucher details and valid QR claim code to the Partner Merchant. Mechanics defined on each voucher will still apply.

  3. Can I request to re-activate my deactivated account?

    Once you have deactivated your account, account re-activation is not possible.

    You will have to register again and submit a new application. A new ID, QR code and barcode will be assigned to you.

    You may register your old Email Address as long as it is not linked to any other active account.

  1. How can I use my account if I don’t have a Smart Phone or data connection?

    is best experienced using our mobile app.

    If you don’t have a smart phone or data connection, you may print your Card with QR Code at home and present it at any of our Partner Merchants to earn .

    To view and get a screenshot of your Card, log in to Member’s Portal or Mobile App and access My Account or My Virtual Card page.

    You may also save your 16 digit ID and present this number to our Partner Merchants.

    For voucher redemption, print a copy of the voucher with the QR code from your email or via the portal and present the print out to the applicable Partner Merchant.

  2. Can I request for a physical Card?

    is best experienced using our mobile app.

    You may request for a physical Card through the Customer Hotline or contactus@pacificpoints.com with the following details:

    • ID
    • Name
    • Mailing Address

    Your card will be delivered to your Mailing Address within 10 - 15 business days from date of request.

  3. How do I request for replacement of my lost or defective Card?

    You may request for a Card replacement through the Customer Hotline or contactus@pacificpoints.com.

    Your replacement card will be delivered to your Mailing Address within 10 - 15 business days from date of request.

    Processing and delivery of card replacement for a lost card will be charged 300 points from your account.

  1. How can I check my balance?

    You may check your balance through any of the following channels:

    • Member’s Portal
    • Mobile App
  2. What is the difference between Available Points Balance and Total Points (Available + On Hold)?

    Available Points Balance is the number of points that you can already use to redeem vouchers, pay for your purchases or convert to UA Miles.

    Total Points (Available + On Hold) is the combination of your Available Points Balance and On Hold Points from your refundable purchases.

    Your On Hold Points will be added to your Available Points Balance 2–3 calendar days after the transaction date.

    You may refer to My Account page in Member’s Portal or Mobile App for your Available Points Balance and Total Points (Available + On Hold).

Mobile App and Member’s Portal

  1. Where can I download the Mobile App?

    You may download the Mobile App from Apple App Store or Google Play Store for free.

  2. What OS is compatible with the Mobile App?

    For Apple devices, it requires minimum iOS 10.0 while 7.0 Nougat OS for Android devices.

  1. How can I log-in to Member’s Portal or Mobile App?

    To log-in, simply input your registered email address and password.

  2. Why was my account locked out?

    If you have tried to log in with an invalid password for five (5) attempts, your account will be automatically locked out of the system.

    To unlock your account, click “Forgot Password” link in the Log In page.

    A reset password link will be sent to your registered Email Address which you need to access to reset your password and unlock your account.

  1. How do I reset my account password?

    To reset your password, access the log-in page and click “Forgot Password” link.

    A reset password link will be sent to your registered Email Address which you need to access to reset your password.

  1. How can I update my profile or contact details?

    Navigate to My Profile page to update your profile or contact details.

  2. How can I change my password?

    To change your password, simply access the Account Settings page and click the Change Password button.

    You will be asked to enter your old and new password.

    Password should be 8 to 16 characters long and must contain an uppercase letter, a lowercase letter, a number and a special character (e.g., !@#$%^&*).

  3. How do I change the Email Address linked to my account?

    You may update your Email Address by simply accessing the Account Settings page.

    You need to click the Change Email Address button and input your new Email Address.

    Kindly ensure to provide a valid Email Address. All One Time Password and notifications will be sent to your new Email Address.

  1. How can I view my transaction history?

    Access My Transaction page to view all your points earning, points redemption, send points to a friend and points adjustment transaction details.

  2. How can I access my Rewards Vouchers?

    Access My Voucher tab to view all your available, used and expired vouchers.

  1. Where can I see the list of all ongoing Promotions?

    Access Promotions tab to see the list of all ongoing Promotions.