Frequently Asked Questions

From topics ranging from sign up to payment and loyalty support, we'll guide you to the best solution.

To resolve an issue or arrange for special assistance, use our Feedback Form.

 

CALTEX REWARDS

 

CALTEX REWARDS 

What is Caltex Rewards?

Caltex Rewards is the new loyalty program to reward customers for purchasing with us. Malaysia is launching this new and exciting rewards program on December 2022.  

 

Caltex Rewards allows customers to earn and redeem Caltex points for fuel discounts, partners’ rewards, and more. Additionally, when customers register, they have the option to opt-in and receive updates, exclusive offers, and points status information.

What are the benefits of Caltex Rewards?

In addition to the accumulation of Caltex points for your fuel discount redemption through the CaltexGO app, active members get to enjoy the following: 

  • Redeem exclusive partners' vouchers on CaltexGO 
  • Additional perks during your Birthday Month 
  • Members’ only discounts/ promotions at participating Caltex stations 
Is the Caltex Rewards program free?

Yes, Caltex Rewards is free to join. You must register for an account via Caltex Rewards website, CaltexGO mobile app or Caltex Stations in order to participate in Caltex Rewards. Just provide your full name, email address, mobile number, and agree to the Caltex Rewards terms and conditions.

Who can join Caltex Rewards?

Caltex Rewards Program is available to all users who fuel up at Caltex.

Do I need to register for Caltex Rewards?

Registering for Caltex Rewards is easy. You can choose any of these channels:

1. You can download and register with the CaltexGO app. Start collecting Caltex points and earning rewards by transacting with CaltexGO. 

2. Or, simply register your mobile number on the website and complete the online registration form.

I don’t have the CaltexGO app, how do I activate my Caltex Rewards account online?

Your account will be activated once you are fully registered online.

Will Caltex Rewards be available in all Caltex stations in Malaysia?

Visit Locate Us to find your nearest Caltex stations.

Why do I need to register my email for Caltex Rewards?

This helps safeguard your profile and enable better control of your Account. An electronic receipt and point summary will also be delivered to your registered email address.

Will I receive an email verification?

Yes. You are required to verify your email address before using email as your login name and redeem any rewards.

What is the SMS one time password (OTP)?

Caltex takes user security seriously. This is why you are sent an OTP via SMS to validate your mobile number upon registration with Caltex Rewards.

What if I don’t receive my SMS one-time password (OTP)?

You can request to have another authorization SMS sent. If you still have not received the SMS OTP after a few minutes, please contact our Customer Service Center at 1800 88 3188 or email to myhqcsc@chevron.com to check the status of your number.

I have selected the wrong birthday during the registration of account, how can I change it?

Customers are not allowed to make changes to the birth month on their account. If you are looking to change it, contact our Customer Service Center at 1800 88 3188 or email to myhqcsc@chevron.com and we will assist you accordingly.

Can I use or share a common mobile number in Caltex Rewards?

To ensure the authenticity of our users, individual mobile numbers used to enjoy exclusive offers that can only be bound to 1 account at a time and cannot be used for on multiple accounts.

Where can I view my Caltex Points?

You can always view your Caltex Points balance by logging into your Caltex Rewards account on website or by using the CaltexGO app.

 

You can also find out your balance by contacting our Customer Service Center at 1800 88 3188 or email to myhqcsc@chevron.com and we will assist you accordingly.

What rewards can I redeem my Caltex Points for?

Caltex Points can be redeemed to offset your fuel purchase instantly or redeem vouchers for use at Caltex stations or our exclusive Partners.

Can I convert my Caltex Points to cash?

Unfortunately, Caltex Points cannot be converted into cash.

Is there a limit to the number of points per day that can be credited to my account?

There is no limit to earning of points via CaltexGO. However, earning Caltex Points at stations will have a maximum cap of five (5) transactions per day that can be credited to your account. These transactions will also have  a maximum threshold of 200 liters per transaction for fuel purchases.

What is the relationship between my Caltex Points and BPoint?

Points are earned independently on each program and counted separately towards earning of rewards. This means points earned on Caltex Rewards and B-Infinite are not combined. If you are enrolled to Caltex Rewards, you can choose to earn and spend (using CaltexGO or Caltex stations) on either Caltex Rewards or B-Infinite program.

How do I redeem my points?

You can redeem your points for fuel discounts when you make a fuel transaction at any participating Caltex stations using the CaltexGo App, by scanning your QR code, or providing your mobile number upon payment at the pump. 100 Caltex Points are equivalent to RM1.


If you redeem your points, the related fuel discount will be applied to your fuel purchase and the points will be deducted from your account. If you do not redeem your points, no points will be deducted from your account and the related fuel discounts will be available for your next fuel purchase, subject to any points expiration, as described below.

When do Caltex Points expire?

Your Caltex Points expire after 3 years (36 months) from the date you have accumulated.

Where can I find my exclusive offer and voucher?

Exclusive Caltex Rewards vouchers will be sent to you from time to time. We encourage you to download CaltexGO app to check “My vouchers” or opt in to receive marketing communication to avoid missing out on these offers.

Can I transfer my rewards vouchers?

No, rewards vouchers are redeemed from points earned on purchases you have made and cannot be transferred to other accounts.

Does rewards voucher expire?

Yes. Each rewards voucher will contain an expiry date. The expiration date is stated under “My Vouchers” in your CaltexGO app account for your convenience.

Can I still use rewards that have already expired?

Unfortunately, any expired rewards cannot be redeemed. We encourage you to opt-in and receive Caltex Rewards communications so you will not miss any rewards nearing expiry. Login and manage your subscription here. 

How can I continue to earn loyalty points at Caltex stations?

To continue earning loyalty points, you need to choose either to continue earning with your JOURNEY Card or Caltex Rewards.

I am existing B-Infinite program member, how can I enjoy Caltex Rewards program benefits?

You will need to enroll Caltex Rewards program via Caltex Rewards website, CaltexGO mobile app or Caltex Stations with the help of our staff in order to enjoy Caltex Rewards program benefits.

I am existing B-Infinite program member, can I earn both Caltex Rewards points and BPoint?

No. You can only choose one loyalty program points.

I am new to Caltex Rewards Program, how can I enrol my existing B-Infinite program membership to Caltex Rewards?

No, you cannot enrol existing B-Infinite program to Caltex Rewards. They are separate loyalty programs and run independently.

Do I need to download a new app?

Yes, you need to download the new app on Apple and Google Play App stores.

What will happen to the existing points in my CaltexGO version 1?

BPoints that you've earned on CaltexGO version 1 can still be redeemed at Caltex station using your physical JOURNEY Card. To see your BPoints balance and expiry, please go to the B-Infinite website

 

You will start earning Caltex Rewards Points on the CaltexGO version 2 app.

Are my personal and financial details secure?

Caltex does not share your personal information, including your name, mobile number, email address, birth date, financial account information etc. with third parties. Caltex uses a variety of security technologies and procedures for storing and securing personal information and complies with applicable data privacy regulations. Customers are advised to assign a security password on both mobile app and online account to protect your personal data.

What do I do if my phone is stolen or if there is a risk of unauthorized transactions e.g. someone has acquired my details?

You must notify Caltex immediately by contacting our Customer Service Center at 1800 88 3188 or email to myhqcsc@chevron.com to request Caltex Rewards account cancellation or temporary suspension.

There is an unauthorized activity on my Caltex Rewards account. What should I do?

You must notify Caltex immediately by contacting our Customer Service Center at 1800 88 3188 or email to myhqcsc@chevron.com to request Caltex Rewards account cancellation or temporary suspension.

Who do I contact if I have other questions related to my Caltex Rewards account?

You may send your queries via our Feedback Form 

 

CALTEXGO

 

CALTEXGO

What phones are compatible with the Caltex app?

Any device running on Apple iOS 12/Android 5.1.1 or later.

Where can I download the CaltexGO app?

CaltexGO is available on Apple and Google Play App stores

Do I need to register?

Yes. You need to register to create a CaltexGO account to enjoy the mobile app features. If you have yet to do so, follow the on-screen prompts.

Can I use the CaltexGO app to purchase any fuel type?

Yes. You can purchase both Petrol and Diesel.

Can I use the CaltexGO app to purchase convenience store products?

No. CaltexGO is currently limited to fuel purchases at the participating Caltex stations. 

My phone has no signal. What should I do?

A 3G or better signal is required to use the mobile payment service. Remember to check that your GPS is connected, or ‘Location Services’ has been enabled.

If you’re still having trouble with your service signal, you can always pop into the shop and pay for fuel, as usual. 

Why do I need to register my email for Mobile Pay?

An electronic receipt for all CaltexGO transactions will be delivered to your registered email address.

Will I receive an email confirmation?

Yes. You are required to confirm your email address before using CaltexGO for mobile payment.

What is the SMS authorization code?

Caltex takes user security seriously, which is why you are sent a one-time security code by SMS to validate credit card selection when you first set up your preferred payment card.

What if I don’t receive my SMS authorization code?

You can request to have another authorization SMS sent. If you still do not receive the SMS after a few minutes, please contact your issuing bank for clarification.

There’s an error adding a payment method

Try removing the credit card details from the app and adding it again, double-checking to ensure all required information has been entered correctly.

If you continue to receive a payment error, contact your bank to verify that your payment account is active and verified internationally.

What payment cards do you accept?

Both credit and debit card payments are accepted: Visa and MasterCard.

How many credit cards can I register?

You can register a maximum of 2 credit cards.

Can I use my StarCard with CaltexGO?

Not yet. Only Visa and MasterCard payment cards are currently accepted by CaltexGO. You may continue to use StarCard in-store or at the Outdoor Payment Terminal.

Can I use my StarCash gift card with CaltexGO?

Not yet. Only Visa and MasterCard payment cards are currently accepted by CaltexGO. You are welcome to go in-store to redeem your StarCash gift card.

How do I select my Caltex station location?

Enable your GPS or “Location Services” in your phone’s settings to help identity your current Caltex station location. You can then use CaltexGO’s Mobile Pay for fuel payment.

How do I change my credit card?

Log in to your app account, and tap on ‘Payment’. You may delete, add or update your credit card information.

Does Caltex view my credit card details?

Caltex does not see or store the details of your nominated payment cards. Such details are collected, stored and processed by Caltex's payment service provider, which processes payments via CaltexGO.

Where can I use CaltexGO?

CaltexGO mobile payments are only available at selected Caltex service stations nationwide.

How do I enjoy discount or promotion using CaltexGO?

Download the CaltexGO app and use the “Mobile Pay” option to pay for fuel. If a discount is applicable, it will be automatically applied and displayed on the payment confirmation screen once you have entered the pump number.

What if I choose the wrong pump? Can I cancel the transaction?

If you have not paid for the transaction, tap the "Back" button to reselect the correct pump number. If issues persist, please proceed to the cashier in-store to settle the transaction in person.

How long will I have to complete a CaltexGO transaction?

You have 90-seconds to complete a Mobile Pay transaction before it is time-out. If you need more time, please proceed to the cashier in-store to complete the transaction.

Can I get a paper receipt in-store?

You will receive a digital receipt in the CaltexGO app, as well as an electronic receipt in the form of a tax invoice via your registered email address. A paper receipt in store is available upon request.

Can I refuel my car and purchase items from the convenience store in one CaltexGO transaction?

No. CaltexGO’s Mobile Pay is limited to fuel purchases.

How do I view my transaction receipts?

Your past transaction receipts can be viewed at any time via the CaltexGO app. To view a past transaction, log in to your app account and select ‘Transactions'. Your receipts will be organized by date, with your most recent transaction at the top of the list. Tap each transaction to display details.

For a tax invoice receipt, refer to your registered email account. Remember to check your junk folder for <receipt@caltexgo.com> if you cannot find them.

Where do I find the fuel price?

Fuel prices are displayed at each pump island dispenser.

I have selected the wrong pump and paid for someone else’s petrol. Can I get a refund?

In this unlikely event, you will still be required to pay for any fuel dispensed into your vehicle in-store prior to leaving the Caltex station. If this occurs, please contact our Customer Service Center at 1800 88 3188 or email to myhqcsc@chevron.com

My payment has been declined and fuel has been dispensed. What do I do?

As fuel has been dispensed you are liable for payment. Please proceed in-store to settle the payment.

Caltex reserves the right to refer the matter to the local police authority in the event transactions carried out via the CaltexGO account appear suspicious or indicates numerous declined transactions.

Once I have fueled my vehicle, how do I know if the transaction is complete?

A ‘Pay Now’ screen will prompt you to verify your transaction before you proceed to pay. You will see a ‘Successful’ screen to confirm payment has been made. You may only leave the site once a “Payment Received” notification is displayed.

What does a pre-authorization hold?

A pre-authorization amount of RM200 is charged for fuel purchases made at the outdoor pump. The pre-authorization amount will then be reversed immediately, and the actual amount will be charged upon settlement by the merchant.

The immediate release of the pre-authorization amount applies to both Visa and MasterCard debit and credit cards.

Why can’t I use my mobile phone on the forecourt?

Mobile phone use remains a source of distraction, with increased personal safety risks from unpredictable vehicular traffic on the forecourt. For your safety, customers must be mindful of their surroundings and focus on the refueling task at hand. As such, the CaltexGO app is only permitted from inside a stationary vehicle or when inside the convenience store.

Can I use my phone at a petrol station?

There is no change to the safety requirements at the service station. After you have switched off your vehicle’s engine, you can use your phone when you’re inside a stationary vehicle or when you are inside the convenience store. It is also recommended that your phone be disconnected from any related accessories, such as a power bank or phone charger, while using the CaltexGO app.

How can I use the app if I can’t use my phone at the pump?

It is safe to use a mobile phone from inside your car on a  forecourt, but not outside the vehicle (unless you are inside the convenience store). This helps eliminate the risk of your phone being a source of distraction on a busy forecourt.

What should I do with my phone while refueling?

For safety, please keep your phone in the vehicle when you're filling up. To avoid the risk of your phone being a source of distraction, DO NOT USE your phone outside your vehicle while on the forecourt.

Can anyone use the CaltexGO app?

For safety reasons, the CaltexGO app and mobile phones can only be used from inside a stationary vehicle or inside the convenience store. Motorcyclists who are keen to experience Mobile Pay may only proceed with CaltexGO fuel transactions in-store.

Why can’t I use the CaltexGO app for my motorbike?

For safety reasons, motorcyclists are unable to use mobile phones on motorbikes. Phones can only be used from inside a vehicle or inside the convenience store.

Can I use CaltexGO if I drive a convertible?

We require your roof to be up prior to using the mobile phone. Alternatively, you may proceed to the convenience store.

How much data does CaltexGO app use?

Like most apps, CaltexGO uses your smartphone’s location services and internet data. Costs vary depending on your network provider and mobile phone plan. Contact your mobile service provider for more information.

Do you offer WI-FI at Caltex station?

No

Are you tracking me?

CaltexGO only uses the location services in your mobile’s native operating system when the app is running to determine your Mobile Pay location. The app will not be able to determine your location if it is not open.

How will the mobile/contactless payment solution protect data privacy? Are my personal and financial details secure?

Caltex uses a variety of security technologies and procedures for storing and securing personal information and complies with applicable data privacy regulations.

If my phone cuts out or ‘dies’, can I log into my CaltexGO app account from another person’s device to pay for the fuel?

Yes, you can log in to your CaltexGO account from another device provided the transaction is still available. Alternatively, you can go in-store to make a payment.

What do I do if my phone is stolen or if there is a risk of unauthorized transactions e.g. someone has got my details?

You must immediately notify our Customer Service Center at 1800 88 3188 or email to myhqcsc@chevron.com to request CaltexGO account cancellation or temporary suspension.

There is an unauthorized transaction on my CaltexGO app. Do I need to pay?

Please contact your bank immediately if you suspect your card has been used in an unauthorized manner.

You must also contact our Customer Service Center at 1800 88 3188 or email to myhqcsc@chevron.com to report this issue. Otherwise, you will have to bear the cost of any transactions made prior to the notification.

How do I terminate my CaltexGO account?

Please email the Customer Service via myhqcsc@chevron.com

Who do I contact if I have other questions related to my CaltexGO account?

Send us your queries via our Feedback Form.

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