FAQ

Q: I am a new Driver-Partner, can I join this rewards program?

A: All Driver-partner will be automatically enrolled to GrabAllStars once they hit the minimum requirements (60 completed rides, ≥ 50% acceptance rate, ≤ 10% cancellation rate and≥4.50 driver rating) in the past month as a Silver member.

Q: How do I track my loyalty status?

A: You may track your loyalty status by logging into our driver portal: GrabAllStars | Drive and get rewarded!

Q: Which Tier Structure am I entitled if I have completed 560 rides in the past month?

A: Factors such as Total Rides Completed, Acceptance Rate, Cancellation Rate and Driver’s Rating are taken into account to determine which tier you will be entitled to. If you have completed 560 rides last month, but have a cancellation rate of 11%, you will be in Silver Tier.

Q: If I am currently in Platinum Tier and I am away for vacation for 3 weeks, can I still stay in Platinum Tier?

A: Failure in maintaining the tier requirements will result in movement in Reward Tier. In this case, you may have failed to achieve the requirement of 300 rides per month. Hence, you will move down to either Gold Tier or Silver Tier depending on fulfilment of other requirements. Based on your performance throughout the next month, you may be moved up to Platinum Tier again if you achieve the requirements for Platinum Tier.

Q: Is the Reward Tier awarded lifetime?

A: No. Each driver-partner’s tier level in GrabAllStars is revised monthly based on driver-partners’ Total Rides Completed, Acceptance Rate, Cancellation Rate and Driver’s Rating. However, any points accumulated from partners (e.g. Mesra Points) will not be revoked if the your reward tier has changed.

Q: How is the monthly Reward Tier Status communicated to me?

A: You are required to check your tier status through the GrabAllStars driver portal: GrabAllStars | Drive and get rewarded!. Your tier will be refreshed on the 5th of every month.

Q: How can I enquire further about GrabAllStars Rewards Programme?

A: You may visit http://grb.to/driverhelpcentre for more information and submit your enquiry there.

Q: Will I receive a SMS notification of what Grab offers to me?

A: No. You may visit GrabAllStars for all the Rewards and Benefits offered by this program. However, there may be emails or in app messages being sent to you on selected available offers from time to time.

Q: If I am currently in Platinum/Gold Tier and I am suspended for disciplinary issue for 3 days, will I still remain in Platinum/Gold Tier?

A: If you still meet the requirements set for Platinum/Gold Rewards Tier, you will still be tiered under Platinum/Gold Tier.

Q: Do I lose my Mesra points from my Mesra Grab Card if I move down to ‘No Status’ tier from Silver/Gold/Platinum tier?

A: No. Your existing Mesra points will not be deducted. However, you will only be eligible for standard Mesra points earning (one (1x) Mesra point for every 1 Litre of Fuel or every RM1.00 of Purchase at Mesra Shop; AND one (1x) Mesra point for every RM 1 purchase of PETRONAS Lubricant products at Mesra Shop.

Q: Is Mesra Grab Card status updated monthly?

A: Yes. Although GrabAllStars Reward Tier status is updated on the 5th of every month, the status of Mesra Grab Card will only take effect on the 15th of every month. Refer to scenarios below:

Scenario 1:

I am on the Platinum tier (5x Mesra Points entitlement) in May 2018.

I have moved down to “No Status” Tier in June 2018 (new status updates every 8th of the month).

I will still enjoy my 5x Mesra Points from PETRONAS until the 15th of June 2018. From 16th of June onwards I will only earn 1x Mesra Point with my Mesra Grab Card.

Scenario 2:

I am on the “No Status” tier (1x Mesra Point entitlement) in June 2018

I have moved up to Gold/Platinum Tier in the month of July

I will still be earning 1x Mesra Points until the 15th of July. I will enjoy 5x Mesra points from 16th of July onwards using my Mesra Grab Card.

Q: I have gotten a new Mesra Card. How do I change my Mesra Card number for Mesra Fuel Savers Programme on GrabAllStars?

A: You may visit http://grb.to/driverhelpcentre and submit your new Mesra Card number to us. We will assist to change your Mesra Card number accordingly.

Q: I don’t have a Mesra Card. Where can I get a Mesra Card?

A: Visit any PETRONAS station to sign up for a general Mesra card. The special Grab Mesra 6x Card is NOT available at PETRONAS stations. It is a limited edition card which is distributed periodically to Top Gold & Platinum Drivers. If you are entitled to Grab Mesra 6x Card during the distribution period, a SMS will be sent to you to notify you to collect your card.