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Frequently Asked Questions (FAQs)
Introducing the new MVClub! Experience a seamless shopping journey, exciting rewards, exclusive e-vouchers, special offers and more! T&Cs apply.
General
Is there any cost of using or downloading MVClub?
No. MVClub is completely free to download and install.
Do I need an internet connection to use MVClub?
Yes, you will need an internet connection to use MVClub.
Is the MVClub app secure?
Yes, MVClub is equipped with security features, such as
- Your mobile number can only be tied to your membership account.
- Access to your account is protected by a secure login procedure that requires a password.
- Confidential account information is not stored on.
Contact MVClub Support Team via email at mvclub-cs@igbdigital.com.my if you notice any irregular or unauthorized activities.
What do I need to have to set up my account?
You will need to download and install the MVClub app. Then proceed to register your mobile number to receive a one-time password as part of the verification process. Once successfully registered as an MVClub member, you can now enjoy all the privileges and benefits!
I requested OTP (One-time Password) by SMS but didn't receive it. What should I do?
- Check Your Network Connection: Ensure you have a stable internet connection and sufficient network coverage. Sometimes, poor connectivity can delay SMS delivery.
- Wait a Few Minutes: It might take a few minutes for the OTP to arrive. If you haven't received it after a short wait, try requesting the OTP again.
- Verify Your Phone Number: Double-check the phone number you entered during registration to make sure it is correct. If there is a mistake, you won't receive the OTP.
- Resend OTP: Look for an option to resend the OTP in the app. This will send a new OTP to your registered phone number.
- Check for SMS Blocking: Ensure that your phone is not blocking SMS messages from 66688.
- Contact Support: If you still haven't received the OTP after following the above steps, please contact our support team for further assistance. You can reach us at mvclub-cs@igbdigital.com.my
I have tried to register for MVClub, however, when I request an OTP, I did not receive it. What should I do?
Please ensure you have entered your mobile number without the “0”; before requesting the OTP. The OTP will be sent to the mobile number you entered during registration. You should be receiving the OTP within 60 seconds, and the validity of the OTP is for 3 minutes.
I am using an overseas mobile number. Can I register for MVClub?
Membership is open to residents and expatriates residing in Malaysia, Singapore, and China. MVClub can send OTPs (One Time Password) to overseas mobile numbers such as those in Singapore and China. OTPs will be used for verification purposes, such as when logging in or resetting a password.
I have multiple mobile numbers, which one do I use?
You should register the mobile number that is on the phone you are using to download the application as a one-time password will be sent to your mobile device as part of the verification process. You are eligible to apply for and hold only ONE (1) membership of MVClub at any one time.
What features does the MVClub have?
MVClub gives you the ability to view all the e-vouchers, exclusive rewards, mall directory and parking map across all 3 malls which are The Gardens Mall, Mid Valley Megamall Kuala Lumpur and The Mall, Mid Valley SouthKey, Johor Bahru.
Where can I use MVClub?
You can use the MVClub app at participating retailers at The Gardens Mall, Mid Valley Megamall Kuala Lumpur, and The Mall, Mid Valley Southkey, Johor Bahru.
What are the operating hours for MVClub App?
MVClub is available 24 hours a day, 7 days a week except during scheduled maintenance periods.
Can I use MVClub to pay for my parking fee?
No, MVClub is not linked to any payment service.
Can I login into my MVClub account using my friend’s phone?
Yes, you may do so if you are already a member and as long as your friend's phone has a MVClub app installed.
Will my rewards and existing information be deleted when I update MVClub?
No. your existing information and rewards will remain intact.
What should I do if my MVClub is not loading any information?
Check that you have downloaded the latest version of the app from Apple App Store or Google Play Store. Alternatively, clear the app cache or try reinstalling the app. If you continue to experience issues, please contact us via email at mvclub-cs@igbdigital.com.my
I’ve forgotten my password, how do I reset it?
On the login screen, select “Forgot password”. You will need to input the registered mobile number in order to receive OTP to reset the password.
Where can I find my personal QR code?
On the home screen, your personal QR is located at the top right corner of the screen. Alternatively, you can click on “Profile” to find your personal QR next to your name.
I changed my phone, what do I do?
Download the MVClub app again from App Store or Google Play using your new device. If you are still using the same mobile number, simply login to the app using the same mobile number and password you have registered with your old device. If you have changed your mobile number, please contact our support team at mvclub-cs@igbdigital.com.my
I have registered for MVClub; however, I do not see my full personal details. What should I do?
You can view your profile details (full name, mobile number, and email address) in the “Profile” section of the MVClub app. While your birthday, gender, and home address are not displayed in the app.
How do I update my details on MVClub?
You can now update your email address, address, and preferred mall directly in the Update Profile section. For other information that you wish to change, please send them to us via WhatsApp (in Contact Us section) or email us at mvclub-cs@igbdigital.com.my.
How do I renew my membership?
You do not need to renew your MVClub membership as the membership does not expire.
What is the difference between MVClub and The Gardens Club?
MVClub is designed to enhance your shopping experience at The Gardens Mall, Mid Valley Megamall, or The Mall, Mid Valley Southkey. The MVClub members have to download the app to redeem exclusive gifts for festival events in all 3 malls. As a new member, enjoy a complimentary parking e-voucher as a welcome gift!
The Gardens Club is a 12-month loyalty program designed exclusively for The Gardens Mall. TGC offers a wide range of privileges and exclusive benefits dedicated only to its member. The program has two tiers: The Gardens Club and The Gardens Club Emerald Club.
If you're a Gardens Club member, you can continue enjoying its benefits while experiencing the added perks of MVClub.
Rewards
How do I earn reward points when I spend in any 3 of the shopping malls?
Reward points and loyalty program features are currently not available. Stay tuned for updates on these exciting new features.
Where can I use the e-vouchers?
All e-vouchers can only be redeemed using the MVClub app at the designated store.
How do I collect e-vouchers on the MVClub?
Step 1: Log in to your MVClub
Step 2: Go to the “Rewards” tab at the bottom to view all available e-vouchers.
Step 3: Download your desired e-voucher under the “Reward List”. The e-voucher will be stored in your “My Rewards” and ready for redemption.
How do I manage and redeem my rewards via MVClub?
Tap on “My Rewards” to view all your downloaded rewards. Choose a reward item from the list when you spend in-store. Please follow the instructions given by the outlet staff to claim your reward. As long as the Terms and Conditions are met, you can use the voucher immediately. Or you can always use the voucher at a later date when it is more convenient for you.
I have issue downloading my rewards/e-vouchers
All rewards that you have downloaded are saved under “My Rewards” in your MVClub. If a reward is not showing up, please check again after an hour, and the reward should appear in the app.
You may also check the voucher status in the “Rewards List” to confirm that the particular voucher has not been fully redeemed or expired. Note that we will not be able to reinstate expired e-vouchers.
I cannot use a reward at the partner merchant store
If your rewards aren't working this could be the following reasons:
- You are disconnected from the internet at the point of using/redeem the reward.
- The reward is location-specific and you are not at one of the designated locations or stores.
- The reward has expired.
- The reward has reached its maximum usage limit.
- You have not fulfilled ALL the terms and conditions of the reward.
Let us know if you are still unable to use your reward after checking the above through email at mvclub-cs@igbdigital.com.my
Can I transfer my membership and rewards to someone else?
No, your membership and rewards are non-transferable.
What is Exclusive Redemption?
Exclusive Redemption is reserved for Mall Wide Campaigns. Rewards vary from campaign to campaign and from mall to mall. Please refer to the campaign details for more information.
How do I redeem the rewards under exclusive redemption?
Visit the redemption counter with your receipts. Use MVClub app to show your personal QR to the counter staff. Please follow the instructions given by the staff to claim your reward.
How do I redeem a parking voucher?
When you are at the Concierge desk/Customer Service counter, please click on the parking voucher and present the QR code to the staff. Please follow the instructions given by the staff. Upon successful completion, the staff will validate your Touch n Go card/Credit or Debit Card, and this is only valid for one (1) time use only.
Is The Gardens Club App (TGC) and MVClub connected? And if I am a member of TGC, will my points be affected if I use MVClub?
MVClub and The Gardens Club (TGC) are separate mobile applications. MVClub is designed to enhance your shopping experience at The Gardens Mall, Mid Valley Megamall, or The Mall, Mid Valley Southkey. All the shoppers have to download the MVClub app and sign up to redeem exclusive gifts for all three malls’ campaigns.
Your The Gardens Club (TGC) membership will remain unaffected. You can continue enjoying its privileges while experiencing the added perks offered by MVClub.
Cancellation
Can I opt out or cancel my membership in the MVClub App?
We will be sad to see you go! But if you decide to cancel your MVClub App membership, you can do so in-app:
Step 1: Open the MVClub App on your mobile device.
Step 2: Tap on the "Profile" from the footer menu of the MVClub App.
Step 3: Choose “Account Deletion”.
Step 4: Follow any additional prompts or instructions provided on the screen.
Step 5: Confirm your decision to opt out or cancel your membership.
Note:
- Deleting your account will permanently close your MVClub account.
- All the services provided by MVClub will immediately cease.
- Once your account is terminated, all your accumulated rewards/e-vouchers will be forfeit and you will not be able to access nor retrieve your account.
- We will not be able to restore your previous rewards/e-vouchers should you wish to opt back in at a later date.