Close

FAQs / Help

Q: What is LiveUp?

A: LiveUp is a membership program that offers you daily savings, rewards and lifestyle services from leading online companies in Singapore such as Lazada, Redmart, Netflix, Chope, Grab, Foodpanda, Ofo, Citibank and SISTIC. This means that you get more. More savings. More exclusive deals. More of the lifestyle services you love. All in one place. 

 

Q: What are the benefits of the membership program?

A: Our benefits vary from our key partners and are subject to change. The current benefits are:


RedMart

  • Free delivery for orders above $40
  • 5% rebate on every delivered order, 8% rebate when you checkout with a Citi Credit Card.
  • Member-only promotions

Lazada Singapore

  • Free and fast shipping store-wide, always
  • 5% rebate on every delivered order, 8% rebate when you checkout with a Citi Credit Card.
  • Rebates will be in the form of store credits which you can use for your next order, capped at S$50.

TaoBao Collection

  • Free delivery on every order from Taobao Collection (taobao.lazada.sg)

Citi

  • 8% rebate on all orders on Lazada and Redmart when you checkout with a Citi Credit Card.

Netflix

  • Enjoy 4 months of Netflix included with your LiveUp First year annual membership (First 2 months activated at start of LiveUp free trial, next 2 months upon continuing with LiveUp paid membership annually)

ofo

  • $10 worth of ofo vouchers every month

foodpanda

  •  8 Free delivery of $3 each for foodpanda orders above $20

Chope

  • Bonus 200 Chope-Dollars, on top of regular 100 Chope-Dollars per reservation  
  • (400 Chope-dollars = $10 dining voucher)


Q: How can I become a LiveUp member?

A: Anyone can become a LiveUp member in Singapore! You can register via Lazada.sg or Redmart.com for a free 60-day trial. LiveUp membership costs S$49.90/year (for a limited period only, first year costs only S$28.80). Subsequent annual membership will be charged S$49.90.


To sign up, click on the LiveUp banners or logos on our website or choose Free Delivery with LiveUp during your order checkout and the free trial membership will be added to your cart.


You will be required to complete the checkout process by adding your credit card details even though you will not be charged any fee for the Free Trial of 60 days. We will use this same card for the deduction of the Annual Fee thereafter unless you choose to cancel your membership before the start of the Annual Membership.

In the event this card fails to be charged, we will proceed to charge the other payment methods made available to us by you.


Q: Can I sign up for the program if I live outside of Singapore?

A: No, unfortunately at this time, LiveUp is limited to residents of Singapore only. If you are residing outside of Singapore, your membership may be declined.


Q: How do I check if I am a LiveUp Member?

A: You can login into your Lazada Account via the app or web.


For App: Go to Account > LiveUp Membership. When you click on ‘LiveUp Membership’ you will be able to see your current subscription and its renewal or expiry date.


For Web: Go to My Account > it displays the LiveUp Logo below your name, suggesting that you are a LiveUp member.

To see the subscription details, Go to My account> LiveUp Membership. When you click on ‘LiveUp Membership’ you will be able to see your current subscription and its renewal or expiry date.


Q: I want to change my email address registered to LiveUp.

A: You may change the email address associated with Lazada and LiveUp by logging into My Account > My Profile (currently accessible only on Desktop).


Please allow 24 hours for your LiveUp membership to reflect under new email address.


Please note, if you have different email id across Lazada and Redmart, then you may encounter difficulties in identifying your membership on the platforms. We encourage you having the same email id for LiveUp, Lazada and Redmart. For further clarifications, please click "Chat Now" button


Also, successful email change is subject to no other LiveUp member having a membership on that email address already.


Q: How much does the membership cost?

A: A LiveUp membership costs S$49.90/year. For a limited time, we are offering a year-long membership for S$28.80, subsequent renewals will be at S$49.90/year.

 

Q: Do I need a Lazada or RedMart account to become a LiveUp member?

A: At the moment, you require either a Lazada.sg or RedMart.com account to register for membership. You can sign up for an account on either platform. Guest checkout is not available. Please ensure you use the same email address when you log into both websites.

 

Q: Do I need to sign up separately for LiveUp membership with both Lazada.sg and RedMart.com?

A: No, if you sign up to be a LiveUp member, your benefits at Lazada and RedMart will both be activated automatically. Please ensure you use the same email address to log into your Lazada.sg and RedMart.com accounts to ensure the benefits are activated.


Q: Why do I need to provide credit card details when I sign up for LiveUp membership?

A: We require your credit or debit card details to validate your payment details. Rest assured, your card will be charged only after the 60-day free trial and after completion of current year annual membership (if you wish to proceed to subsequent year of membership).


At the moment, it is not possible to pay for your LiveUp membership via PayPal, Cash on Delivery or other payment methods. Your payment will be processed by either RedMart.com or Lazada.sg depending on the pathway that you registered for LiveUp. This charge will happen automatically on your membership renewal date.

 

Q: Is there a way for me to get my membership for free?

A: First-time LiveUp members receive a 60-day free trial.

 

Q: How long is the free trial?

A: Only for a limited time, the free trial is 60 days.

 

Q: Where I can find my membership status on Lazada.sg and RedMart.com?

A: You can find your membership status on the My Account tabs.


For App: Go to Account > LiveUp Membership. When you click on ‘LiveUp Membership’ you will be able to see your current subscription and its renewal or expiry date.

For Web: Go to My Account > it displays the LiveUp Logo below your name, suggesting that you are a LiveUp member.

To see the subscription details, Go to My account> LiveUp Membership. When you click on ‘LiveUp Membership’ you will be able to see your current subscription and its renewal or expiry date. 

 

Q: How long will my annual LiveUp membership last?

A: Your 60-day free trial starts once you complete the Free Trial order. Please look out for the Welcome Email from us indicating the start of your free trial. 

If you do not cancel your free membership within 60 days, we will automatically charge your card for your Annual membership. Each Annual membership lasts for 12 months and begins the day when we successfully charge your card.

 

Q: How can I renew my membership? 

A: Membership renewal is automatic.


After completion of your current membership term (whether you are in 60days of free trial or in 1st year of paid annual membership), we will automatically charge the credit card you had initially signed up with. Your payment will be processed by either RedMart.com or Lazada.sg depending on the pathway that you registered for LiveUp.


However, you may choose to end your membership anytime during the 60days of free trial or 365 days of annual membership if you do not wish to be subject to automatic renewal for the future term.


If you had cancelled or terminated your membership for any reason and wish to join us back, simply Re-Subscribe from your My Account section. Upon Re-subscription you will receive the current offerings of the program which may/may not be the same as your previous membership tenure.


Q: Will I automatically be charged the membership fee after the free trial?

A: Yes, the annual membership fee will be automatically charged to the credit card you used during the purchase of the LiveUp Trial. If you cancel your membership before the end of your free trial, we won’t charge you for the next year. 


Q: Will I automatically be charged the next year membership fee after my current year of membership?

A: Yes, the subsequent year membership fee will be automatically charged to the credit card after the end of your current year of annual membership.

    

Q: Can I gift a membership to a family member or friend?

A: Gift memberships are currently not available.

 

Q: If I pay for a product with my rebate, will I get a rebate?

A: LiveUp members enjoy a rebate, based on the final price paid on your purchase. Rebates will be calculated off your total order value minus any returns, vouchers, and membership rebates used. For clarity, only the amount paid out of pocket by you will earn a rebate.


Q: How can I cancel my subscription?

A: We are sorry to see you go, but if you insist, you may click on the following links to cancel membership your LiveUp membership. However, you won’t be able to activate your partner benefits (such as Netflix) once cancelled unless you re-subscribe.


If you registered via Lazada, cancel membership via your LiveUp Membership menu.

If you registered via RedMart, cancel membership via your Redmart LiveUp menu.


Please also note that if you have signed up for Netflix through LiveUp and the current payment method in your Netflix account shows 'Billed Through LiveUp', you will continue to be charged for Netflix separately even after you cancel your LiveUp subscription. If you do not wish to be charged for Netflix after using up your gift, please login to your Netflix account to cancel your subscription there as well.


Q: If I cancel my LiveUp subscription, what happens to my rebates and partner benefits?

A: Your subscription will still be active for the full subscription period. Hence, you are still able to enjoy the all the benefits that LiveUp offers until the end of the current subscription period. Do note that unused rebates expire when your membership expires.


However, you will not be able to enjoy unused Netflix benefit if you “Cancel Membership”. To enjoy Netflix, please re-join the program and stay activated.


Also, do note that unused rebates expire when your membership expires.


Q: Will my subscription fees be refunded if I cancel my subscription after the trial period?

A: Unfortunately, as stated at the start of the 60-day Free Trial, we automatically charge you for the annual fee after the 60-day period unless you cancel before the period ends. There is no refund for any paid subscription and your subscription will still be active for the full subscription period.


However, if you still insist, you may contact our customer service team and they will review your request on a case by case basis subject to certain conditions. If your refund request is approved, your membership will be terminated immediately.


Q: What happens to my unused benefits after expiry of my membership?

A: Unfortunately, all unused LiveUp membership credits and partners benefit will be forfeited upon expiry of your LiveUp membership. If you want to enjoy the benefits again, please re-subscribe to the program. However, upon Re-subscription you will receive the current offerings of the program which may/may not be the same as your previous membership tenure.


Q: How do I sign up for RedMart, Lazada, or Netflix benefits if I am a LiveUp member?

A: Access your LiveUp account after you’ve completed the sign-up process. You may also redeem the benefits via the Welcome email you receive upon successful sign-up.

  • When you log in to Lazada using the same email address you used in RedMart, then LiveUp will automatically be detected.
  • When you click on 'Unlock Netflix Subscription', just sign up for a Netflix account or log in to your existing Netflix account.


Q: I lost my Welcome Email sent by LiveUp Team. How to unlock the benefits from LiveUp's Partners?

A: You can search for your Welcome Email:

1. Search by email subject "Welcome to LiveUp!" including your Spam/Junk folder

2. Search by Sender LiveUp <no-reply@liveup.sg>

If you still cannot trace your Welcome email, please chat with our team by clicking "Chat Now" button and include the email address you used for signing up for LiveUp in your conversation.

Once you have the "Welcome to LiveUp!" email, click to "Unlock" the benefits from LiveUp's Partners.

If you still need help after many attempts, please let our CS agent know through the Chat here


Q: I did not receive my benefits from a partner. How do I check on this?

A: For redemption of the benefits from our partners, please refer to the "Welcome to LiveUp!" email you receive upon successful sign-up or you can check the partner launch email, ensure you activate the benefits for the partners you want to activate from the links we provide in the email. You can follow the Activation Guideline via https://www.liveup.sg/activate.


Q: I discontinued LiveUp after my current membership ended because I lost my credit card. I want to resubsribe, how do I do so?

A: You can use this link https://www.liveup.sg/manage and choose either LiveUp Partner Lazada or RedMart to re-subscribe to the LiveUp Paid Membership. You will be directed to LiveUp page where you will be offered to try LiveUp 60-day for free. However, the 60-day free trial is a one-time offer to LiveUp member so you will be adding the Paid Membership to cart (depending upon your recent ended subscription). At the check-out page, you are able to use the credit card saved in your account or you can add a new credit card to check out.


SingSaver


Q: What benefit do I get for applying for credit cards via SingSaver

A: 1. Non-LiveUp members: receive free LiveUp membership worth $28.80 + GuavaPass worth $90

2. LiveUp members who signed up before 31 Jan: receive Lazada voucher worth $30 (no min spend) + GuavaPass worth $90

3. LiveUp members who signed up from 31 Jan onwards: receive $100 Lazada voucher (no min spend) only 


Q: How should I enjoy the SingSaver offer?

A: Visit https://millennials.singsaver.com.sg/ OR https://www.singsaver.com.sg/credit-card/best-deals/results. Apply for a featured credit card on the campaign page or SingSaver page. Cards eligible for the LiveUp/Lazada offer will be displayed on the listing. Users will receive the offer upon approval and subject to other terms and conditions.


Q: When will the benefits be credit to my account?

A: For all credit card signups that have been approved by SingSaver, you will receive an email from LiveUp for your free membership and Guava Pass Vouchers from SingSaver with the subject line <Here are your vouchers for xxx card>. If you are an existing member, look out for your free vouchers from SingSaver with the subject line <Here are your vouchers for xxx card>. If you have not received it yet and your credit card is being approved, then please check with SingSaver for furthur details.

*Please note that only successful credit card applications as determined by the issuing bank will be legible for the rewards


Q: Why have I not received confirmation regarding my credit card application?

A: The bank will usually send you an email confirmation on your card application, or if more documents are required for you. It may have landed in your spam/junk folder by mistake so please do check your spam/junk folder as well. If you have not received any emails, you will need to contact the bank's customer service to follow up on the application and they will be able to advise you further. It usually takes the bank 2 weeks to process an application.


Q: How can I cancel my credit card application?

A: You will need to contact the bank's customer service hotline to do so.


Q: Why is my credit card application unsuccessful?

A: The bank will decide, at its sole discretion, the approval of your application. You will have to check with the bank directly to find out the reason for your application rejection.


Q: Why have I not received the GuavaPass and NTUC benefits?

A: Email info@singsaver.com.sg, please expect a reply within 7 days


Q: Why have I not received my Welcome Email?

A: Please check your mail again for the subject 'Welcome to LiveUp' or search your spam/junk folder. Alternatively you may contact our customer service via our chat at this link: https://www.lazada.sg/contact/


Q: Why have I not received my Lazada voucher?

A: Please check your mail again for the subject 'Here are your vouchers for xxx card'  which contains the voucher or search once in your spam folders. Alternatively you may contact Singsaver at info@singsaver.com.sg


Q: My Lazada voucher doesn't work

A: Please check the expiry date of the voucher. Vouchers are valid for a duration of 3 months. Alternatively you may contact our customer service via our chat at this link: https://www.lazada.sg/contact/


Q: Why is LiveUp charging me, if I have been told that I will receive LiveUp membership for one year?

A: LiveUp will not charge you. You would have received notifications from LiveUp informing you of an upcoming charge. Please disregard those notifications as your annual LiveUp membership is free. You would not see any charge in your bank statements. 


Disregard the following notifications, as we already signed you up for a FREE LiveUp annual membership:

2. Email with subject line: 'Your LiveUp free trial is ending'

3. Email subject line: 'LiveUp annual membership start'


Q: How come I receive notifications informing me about LiveUp fee payment?

A: LiveUp will not charge you. You would have received notifications from LiveUp informing you of an upcoming charge. Please disregard those notifications as your annual LiveUp membership is free. You would not see any charge in your bank statements. 


Disregard the following notifications, as we already signed you up for a FREE LiveUp annual membership:

  • Email with subject line: 'Your LiveUp free trial is ending'
  • Email with subject line: 'LiveUp annual membership start'

ofo


Q: What benefits do I get on ofo as a LiveUp member?

New signups to ofo will get $10 of welcome coupons credited into their ofo account

All LiveUp members will get $10 of cycling coupons monthly. These coupons will be credited into their account automatically.


Q: How do I activate my ofo benefits?

A: You will receive an email (announcement) regarding the partner launch from LiveUp Team no-reply@liveup.sg or you can find this benefit in your “Welcome Email”.

1. Click on ‘Redeem Now’ to be redirected to the ofo redemption page. 

2. You should enter your ofo credentials (if you have an existing account with them) or preferred details if you are creating a new account on ofo.


Please check your spam/junk folders if you are unable to locate the email.


Q: What should I do if my ofo phone number is different from my LiveUp phone number?

A: When you redeem your ofo benefits, you should fill in your phone number registered to ofo instead of your phone number that you used when signing up to LiveUp, in order to prevent creation of duplicate accounts.


Q: What should I do if I accidentally submitted my LiveUp phone number already, and it is different from my phone number on ofo?

A: Please contact cs_sg@ofobike.com to help with the account merging process.


Q: I've just signed up for a ofo account through LiveUp. When will I receive my welcome credits?

A: You will receive your $10 welcome credits immediately upon successful activation of your LiveUp benefits on ofo, on the same day.


Q: How do I check that my LiveUp account has been linked to my ofo account

A: Upon successful activation of your benefits on ofo, you will receive an SMS notification telling you that your activation has been successful. Once you are in the ofo app, you can go to My Wallet > My Coupons to see the LiveUp coupons credited into your account.


Q: What happens after I use up my cycling coupons?

A: Your credit card that is linked to your ofo account will be charged at the prevailing rates.

Current rate: $0.50 per 30-min block.


Q: How do I check how many coupons I have in my ofo account?

You can see a detailed view of your ofo coupons easily. Simply:

1. Launch the ofo app

2. Tap on Menu > My Wallet > My Coupons

3. You will see the number of available coupons you have remaining in your ofo account.


Q: I do not want my ofo benefits anymore. How do I remove them?

A: Please contact cs_sg@ofobike.com if you want to remove your ofo benefits.


Q: When do my coupons expire?

A: Coupons have a validity of 30 days. All unused coupons will expire after that, upon which your next batch of coupons will be credited into your account.


NETFLIX


Q: How do I activate Netflix benefits as a LiveUp member?

A: After signing up to LiveUp, you will receive a Welcome email with a link to complete the activation process, choose it to "Unlock Netflix Subscription". 

  • If you are on a Paid Membership with Netflix, please log in your current Netflix account and redeem the Promo Credit given by Netflix. 
  • If you are on a one month Free Trial with Netflix, please log in your current Netflix account and redeem the Promo Credit given by Netflix. The Promo Credit from LiveUp will be applied after your one month trial from Netflix. 
  • If you are new to Netflix, please sign up to have a Netflix account to be able to redeem the Promo Credit given by Netflix. Please click "Unlock Netflix Subscription" in your Welcome Email sent by LiveUp Team to start. For your 2-month gift, you need to activate from an independent link which will be sent in our Start of Paid membership email. 



Q: What are the discounts I get on Netflix if I join LiveUp?

A: LiveUp subscription is free for 60 days. You will enjoy a 2-month Netflix subscription during the LiveUp free trial.

Starting from 16th June 2018, upon renewing for your annual LiveUp membership, you will enjoy an additional 2-month Netflix (Standard plan with HD Available).

The subsequent Annual membership renewals and Re-subscription to the program after 16th June will also enjoy an additional 2-months of Netflix.


Q: How many promotional offers can I redeem?

A: You can redeem up to one (1) two-month promotional offer per qualifying purchase per Netflix account annually.


Q: What are the different plans Netflix offer?

A: Please refer to Netflix plans available in Singapore here


Q: What type of plan do I receive from Netflix if I sign up for LiveUp?

A: LiveUp member is eligible for Netflix gift Standard plan (2-screen + HD)


Q: How long the LiveUp promotion will last for my Netflix account?

A: As part of your LiveUp benefits, you are entitled to 2 months of 2-screen HD Netflix in your Free Trial period, and 2 months of 2-screen HD Netflix in your paid annual membership. This benefit is deposited into your Netflix account as a stored credit upon successful redemption.

Your stored credit will be depleted based on your monthly plan on Netflix. If you have a different monthly plan (1-screen or 4-screen), you will see variation in number of days you can enjoy this benefit. You can check the Netflix billing detail at https://www.netflix.com/BillingActivity


Q: My current Netflix account is being billed via iTunes or Google Play. Am I eligible for the promotion?

A: Customers who are billed for their Netflix account via iTunes or Google Play are not eligible to redeem promotional offers.


Q: Can I link with another email as my current account with Netflix is not the same email as my Lazada or RedMart account?

A: When you click "Unlock Netflix Subscription" in your LiveUp Welcome email, you need to log in to your current Netflix account or create a new Netflix account.

The Netflix email id doesn’t have to be the same as the email id you had signed up with LiveUp

 

Q: What happens after I have used up my Netflix gift subscription?

A: 7 days before your promotional offer is depleted, you will receive an email alert from Netflix. If you had an existing Netflix account with a method of payment on file with Netflix, your account will be charged a monthly fee once the value of your promotional offer runs out. If you started your Netflix account with this LiveUp promotion, you will be billed for your Netflix membership by LiveUp once your promotional value runs out. If you do not wish to continue your Netflix subscription, please log-in to Netflix here to cancel your membership.


Q: I can't apply the netflix gift through the activation links in welcome email. 

A: This Netflix gift is available for customers who are billed for their Netflix account with credit card. The Netflix payment via iTunes or Google Play are not eligible to redeem this promotional offer.

To be able to redeem the Netflix gift, you can change your current payment method following these steps: Log in to your Netflix account, Account >> Update payment info >> Credit or Debit Card >> Update Payment Method. Once your payment method is updated to Credit card/Debit card, you can proceed the redemption in the email sent by LiveUp Team again.

 

Q: How do I manage my Netflix subscription?

A: You can manage your Netflix account details at netflix.com/YourAccount


Q: Will I be able to redeem my Previous year Membership benefit in my Current year Membership?

A: Once you enter in the next year membership plan, previous year membership benefits are lapsed. However, you are entitled to enjoy our current offering for the annual membership.

Citi


Q: What benefits do I get if I use Citi credit card?

A: All the LiveUp members will get the rebate of 8% on every delivered order if they checkout with approved Citi Credit card.

• Rebates redeemable on Lazada.sg within 30 days, capped at S$50 per calendar month.

• Rebates redeemable on Redmart.sg within 30 days, No cap.


*This offer is applicable for payments made with Citi Credit Cards & Citi Ready Credit Cards. This offer is not valid for payments made with Citibusiness, Business Gold, Corporate or Purchasing Cards


Q: How do I get my rebate?

A: Your rebate will appear once all your items of that order have been successfully delivered. Please allow up to 48 hours after delivery to update your account. Once the item has been tagged as "Delivered", the rebate will appear in your account in LAZADA under "LiveUp Membership" section.


Q: I had signed up for LiveUp with a different credit card, will I still be eligible for 8% benefit?

A: It doesn’t matter which credit card you registered for LiveUp with. You are eligible for this benefit if you checkout with your Citi credit card for that particular order.


*This offer is applicable for payments made with Citi Credit Cards & Citi Ready Credit Cards. This offer is not valid for payments made with Citibusiness, Business Gold, Corporate or Purchasing Cards


Q: Will my cap of $50 rebate also increase if I checkout with Citi credit card?

A: No, rebates redeemable on Lazada.sg within 30 days will still be capped at S$50 per calendar month.


Q: Can I earn rebates on my Annual membership fee paid by Citi credit card?

A: No, you can’t earn rebate on your Annual membership fee as your membership will still be under processing.


Q: I have cancelled my annual/free Membership, will I still be eligible for 8% LiveUp rebates on my Lazada purchases?

A: From the time of Cancellation to Expiry, yes you are eligible for the 8% rebate benefits on your Lazada purchases. Once your membership expires/is terminated, you will no longer be eligible for the same.


Q: My Citi credit card is issued in another country than Singapore, will I be eligible for the 8% rebate?

A: No, unfortunately you will not be eligible for this benefits as the Citi credit card is not issued in Singapore. Approved list of Citi credit cards


Q: I applied for Citi credit card to enjoy 8% rebate benefit but I don’t see any updates on my credit card approval. Whom should I approach for this?

A: The bank will decide, at its sole discretion, the approval of your application. We are unable to advise on this. Please contact the 24-hour CitiPhone hotline at (65) 6225 5225


Q: I have a Citi credit card, issued in Singapore. I am still not able to get 8% rebate, why?

A: Citi credit card issued in Singapore is eligible for benefit for the LiveUp members. Please check the list of approved credit cards issued by Citi.


If you are eligible for the benefit and still not able to see 8% rebates, please reach out to Liveup help centre at https://www.lazada.sg/helpcenter


Q: 8% rebates available for all products or on some special items such as beauty products or new product launches?

A: This benefit is available for all items checked out on “Lazada.sg” using Citi credit card for the LiveUp members.


Q: 8% rebates available on special campaigns or throughout the year?

A: These benefits are available throughout the year. <*Liveup reserves the right to change partners benefit>


Q: Is there a minimum spend required to use my earned rebate using my Citi credit card?

A: No, there is no minimum spend required to enjoy 8% rebate. Enjoy shopping with us!


Q: Is there a minimum spend required to earn my 8% rebate using my Citi credit card?

A: No, there is no minimum spend required to earn your rebates. Enjoy effortless shopping with us!


Q: Will I be able to apply my rebates with other promotions, vouchers, discount coupons?

A: Yes, it is possible to combine your voucher and rebate to purchase the item. The voucher will be applied first, rebate second on the final order amount after the voucher.


Q: How is my rebate computed?

A: Your next rebate is computed based on the final price paid on your purchase. Rebates will be calculated off your total order value minus any returns, vouchers, and membership rebates used. For clarity, only the amount paid out of pocket by you will earn a rebate


Q: I have used my Citi credit card to check out which is in approved list, I am a LiveUp member, my order is fully delivered, I am credited with normal 5% LiveUp rebate and not 8% special rebate, why?

A: Please reach out to LiveUp help centre at https://www.lazada.sg/helpcenter


Q: Am I eligible for the 8% rebate benefits if I use Citi debit card instead of credit card?

A: Sorry, at the moment LiveUp benefit of 8% rebate is available only for Citi credit card checkouts for LiveUp members. Please see the approved list of credit cards


Q: What should I do for queries regarding my Citi Credit card such as:

How much balance points I have, expiry of credit card, approval for credit card, miles earned, on voucher from Citi upon approval of my credit card?

A: Please reach out to Citibank regarding your concern on credit card. We are unable to help on this.

Please contact the 24-hour CitiPhone hotline at (65) 6225 5225


Q: Approved list of credit cards:

A: This offer is applicable for payments made with Citi Credit Cards & Citi Ready Credit Cards. This offer is NOT valid for payments made with Citibusiness, Business Gold, Corporate or Purchasing Cards

REDMART.COM


Q: How can I check my credit balance?

A: You can check your credit balance in your LiveUp account section in the RedMart Website & apps.

 

Q: I did not receive my credits from RedMart. What do I do?

A: Your credit are issued 2 hours post successful delivery of your RedMart order. If you have not received your credits at that time, contact us at help@redmart.com

 

Q: Can I be a member and still use other coupons or get group discounts?

A: Yes! You can still enjoy coupons and group discounts on top of your rewards as a member of LiveUp.

 

Q: Who can I email for enquiries?

A: Please contact help@redmart.com for your questions about your RedMart benefits.

 

Q: Is there a maximum amount of credits that I can earn per order?

A: While there are no caps on individual orders, RedMart reserves the right to instate caps on selected products. This means that some products will not qualify for accruing membership credits.

 

Q: Do I get RedMart credits if I order on Lazada and vice versa?

A: No, benefits are only given by the company that the purchase was done for.

LAZADA SINGAPORE


Q: What are the benefits LiveUp members enjoy on Lazada.sg?

A: LiveUp members on Lazada.sg will enjoy:-


  • 5% rebate on every delivered order, 8% if you checkout with a Citi Credit Card. Rebates redeemable on Lazada.sg within 30 days, capped at S$50 per calendar month.  
  • Free & fast delivery storewide, always 
  • Free delivery on every order from Taobao Collection 


Exclusive benefits at LiveUp partners such as Redmart, Netflix, Grab, Foodpanda, Chope, Ofo and Sistic.


Q: Where I can find my membership status on Lazada.sg?

A: You can find your membership status at https://www.lazada.sg/customer/account/membership/


Q: How long will my annual LiveUp membership last?

A: Your 12-month membership will start after your 60-day free trial is complete, and auto renewal every year until you cancel.


Q: As a member, how can I use my rebates?

A: Use your rebates within 30 days from the date it is issued to offset the price of your purchase. Rebates earned from Lazada.sg can only be used on Lazada.sg

 

Q: How do I get my rebate?

A: Your rebate will appear once all your items of that order has been successfully delivered. Please allow up to 48 hours after delivery to update your account. Once the item has been tagged as "Delivered", the rebate will appear in your account in LAZADA under "LiveUp Membership" section.


Q: How is my rebate computed?

A: Your next rebate is computed based on the final price paid on your purchase. Rebates will be calculated off your total order value minus any returns, vouchers, and membership rebates used. For clarity, only the amount paid out of pocket by you will earn a rebate. This rebate will be subject to a monthly earning cap of $50.


Q: How long is my LiveUp rebate valid?

A: Your rebate will expire 30 days after it has been issued.

 

Q: If I pay for a product with my rebate, will I get a rebate?

A: LiveUp members enjoy a rebate, based on the final price paid on your purchase. Rebates will be calculated off your total order value minus any returns, vouchers, and membership rebates used. For clarity, only the amount paid out of pocket by you will earn a rebate.


Q: Do I earn rebates even if I have paid the order via DBS/OCBC bank interest free Instalment Payment Plan (IPP)?

A: Yes, you can earn rebates at once with Instalment Payment Plan, the rebates are capped at SGD 50 per calendar month per member.


Q: Can I combine vouchers and rebates to make a purchase?

A: Yes, it's possible to combine your voucher and rebate to purchase the item. The voucher will be applied first, rebate second.


Q: When does the $50 LiveUp rebate cap reset?

A: The rebate cap of $50 resets on the 1st day of every calendar month, regardless of when you signed up for LiveUp.

 

Q: Is there a minimum spend required to use my LiveUp store rebate?

A: No, there is no minimum spend required.


Q: Do I get free delivery as a member?

A: Yes, LiveUp members will always enjoy free and fast delivery.

 

Q: I stopped using my LiveUp account as I am now using my family member/friends’ account. Can I transfer my rebates to that account?

A: No, rebates are non-transferable at this time.

 

Q: Can I use my Lazada.sg rebates on RedMart.com?

A: At the moment, this is not possible. Rebates cannot be transferred between partners. Rebates cannot be exchanged for cash.


Q: Can I use my LiveUp rebate to offset my LiveUp membership annual fee?

A: No, the LiveUp member's credit card will be charged automatically once 60-day free trial ends and rebate cannot be applied to this deduction. 

 

Q: Do I still get to choose between standard and express delivery, even if my delivery is free?

A: LiveUp members benefit from the fastest delivery options that also come for free. Available shipping options depend on product, seller, and destination.

 

Q: How much do I get back, and in what form, if I choose to return products after signing up for LiveUp?

A: If your return is accepted, you will get a full refund on your purchase. At present we are unable to automatically re-instate the rebate for refunded orders so please contact our customer service https://www.lazada.sg/contact/ for re-issuance of your rebate.

Grab


Q: What is my Grab benefit?

A: Upon completion of every 9th/19th…59th ride with Grab, you will be automatically rewarded with an S$10 voucher in your GrabRewards Wallet. You can get this benefit up to 6 times from 1st July to 31st December 2018.


Q: How do I activate Grab benefits?

A: If you’re an existing LiveUp member, you will receive an email (announcement) regarding the partner offer re-launch from LiveUp Team (no-reply@liveup.sg).

If you’re a new LiveUp member, you can activate this benefit through your “Welcome Email”.

If you are unable to locate the emails in your inbox, please check your spam/junk folders.

From the email:

Step 1. Click on ‘Redeem Now’.

Step 2: Fill in your credentials for Grab to start counting rides towards your benefit (if you have an existing account with Grab, make sure you key in the same phone number as linked to your Grab profile).

Within one working day after filling the form, you will receive a success message from Grab. Once this is done, Grab will count your rides and will reward you with $10 voucher upon successful completion of every 9th/19th…59th ride. Your maximum number of attainable rewards during this period is 6 x S$10. These rewards are valid until 23:59 on 31st December 2018.


Q: How do I redeem my Grab benefit?

A: Complete the required number of rides between 00.00 on July 1st, 2018 and 23.59 on December 31st, 2018. These rides will be tracked automatically. After successful completion of your every 10th ride with Grab you will be automatically credited by Grab with a S$10 ride reward within 24 hours.

You can get a maximum of 6 x S$10 ride rewards during this period. The voucher will be sent into the "My Rewards" section of the Grab app. Reward will be valid until 23:59 December 31st, 2018. When you receive the reward, you should also receive a Push notification on your phone (please make sure your app settings allow sending notifications).


Q: Do you have to be a new user to Grab to enjoy the benefit?

A: No, you can enjoy LiveUp benefits with the current Grab account if you register with the same phone number/email ID as LiveUp.

If you don’t have a Grab account yet, you can download the Grab app from the App store or Google Play and create a Grab account using the same phone number and email ID as LiveUp.


Q: Which Grab services qualify for the counting Grab rides that I need to complete?

A: Any individual transportation service that you use with Grab in Singapore: GrabTaxi (& LimoTaxi), GrabCar (Premium), Grab 6-seater (Premium), GrabShare, JustGrab, GrabNow. This includes rides with promotions or discounts.

Excludes GrabCycle, GrabHitch and collective transportation services such as GrabShuttle, or GrabCoach.


Q: Which Grab services can I use the free S$10 ride reward on?

A: You can use it on individual transportation service that you use with Grab in Singapore is eligible for your $10 ride reward, e.g.: GrabTaxi (& LimoTaxi), GrabCar (Premium), Grab 6-seater (Premium), GrabShare, JustGrab, GrabNow.

Excludes GrabCycle, GrabHitch and collective transportation services such as GrabShuttle, or GrabCoach.


Q: Can the ride using the S$10 ride reward be counted towards my next 10 rides?

You will be rewarded with the $10 voucher after your every 9th/19th…59th ride. This voucher can be applied on any ride you wish and not necessarily on the 10th/20th…60th ride. Whichever ride you wish to apply the voucher on, will be counted as a valid ride, even if the ride is completely free for you.


Q: My S$10 won't apply to my trip

A: If you are not able to see or use the S$10 ride reward please reach out to Grab's Customer Support via the app or by phone: +65 6610 3888.


Q: My current account with Grab is not on the same email/mobile no. as my LiveUp account. Will I still receive the reward?

A: Your Grab account does not need to have the same email ID as your LiveUp account. Your key identifier for your Grab benefit is your mobile number. Please ensure you key in your correct mobile number during your Grab redemption.


Q: How can the customer identify if the Grab LiveUp benefit is activated?

A: Currently, it is not possible for you to see if your membership has been activated in your Grab App. However, you will be able to see the S$10 credited to your account within 24 hours upon completion of 9th/19th…59th ride successful rides.

Our team is hard at work developing this feature for you. Do keep an eye out for updates from us once we roll out this feature.


Q: I am a LiveUp member and I completed required numbers of Grab rides but still haven’t received the ride reward. What do I do?

A: If the ride reward is not shown in your My Rewards wallet within 3 days after you completed the required number of rides, please let Grab’s Customer Service know, and they will try to resolve it. In order to do that, go to the Grab App, choose: Help center>> Grab Rewards and Promos >> LiveUp for Grab

Leave a note on the page with the details of the issue, click SUBMIT. Then wait to check email response from Grab. Or just call Grab's Customer Support: +65 6610 3888


Q: How is my fare calculated? Will my LiveUp ride be priced higher?

A: No, your LiveUp rides will be priced the same as any other Grab rides. Fares are calculated using Grab’s standard dynamic fare system. All standard fares are subject to surcharges such as tolls, additional stops, additional waiting time or demand surcharge


Q: What happens to my ride counts prior to July 1st period? Will my rides from previous period be counted for the new period which is starting on July 1st?

A: All ride counts are reset to 0 on 30th June 23:59 and unused vouchers will be expired. Grab team will start a fresh count of your rides beginning on July 1st 2018 00:00 


foodpanda


Q: What benefits do I get on foodpanda as a LiveUp member?

A: Being a LiveUp member you get 8 vouchers monthly of free delivery for the order above 20 SGD. These coupons will be credited into their account automatically.


Q: How do I activate my foodpanda benefits?

A: You will receive an email (announcement) regarding the foodpanda launch from LiveUp Team <no-reply@liveup.sg>, and for new signups the benefit is included in your Welcome email. 

Step 1. Click on ‘Redeem Now’.

Step 2: Enter your required credentials for foodpanda (if you have an existing account with foodpanda you can use that).

You will receive confirmation communication from foodpanda within 24 hours. Please check your spam/junk folders if you are unable to locate the emails in your inbox.


Q: What should I do if my foodpanda email is different from my LiveUp email?

A: When members redeem their foodpanda benefits, they should fill in their foodpanda email instead of their LiveUp email within the redemption form.


Q: What should I do if my foodpanda email id is different from my LiveUp email id?

A: Your LiveUp email is not necessary be same as your existing foodpanda email account. While redeeming your benefit make sure to key-in your existing foodpanda credentials. If you want to merge your existing foodpanda account with your Liveup account (in case, if you have two different email ids for LiveUp and foodpanda), you can reach out to support@foodpanda.sg so that they can help with the account merging process.


Q: I've just signed up for a foodpanda account through LiveUp. When will I receive my monthly vouchers?

A: You will receive your vouchers within 24 hrs from successful activation of your LiveUp benefits on foodpanda.


Q: How do I apply the vouchers for my order?

A: Please follow these simple steps to enjoy the benefit

  1. Upon checkout, click on “Do you have voucher?”
  2. You will be directed to your ‘My Vouchers’ section where you can see the available vouchers to be selected from
  3. Choose your “LiveUp member benefit” voucher
  4. The free delivery benefit will then be automatically applied for the order


Q: How do I check that my LiveUp account has been linked to my FP account

A: Upon entering your email id on the redemption page, you will be directed to a page with a success message.

Also, you will receive an email from Foodpanda with the subject “…” within 24hours with your vouchers credited to your account.


Q: What happens after I finish all my vouchers?

A: You will be charged for the delivery fee by foodpanda.


Q: What type of payment methods I can use if I must pay the delivery fee?

A: You can pay online via Apple Pay, Credit/Debit Card, Paypal or using Cash on Delivery.


Q: What if, the restaurant I ordered from is already providing free delivery. Will I still burn my one voucher?

A: No, your voucher is used only for those deliveries which has delivery fee to be paid.


Q: How do I check how many vouchers I have used so far or I have in account?

A: You can check your vouchers in ‘My Vouchers’.

Go to: Menu > My vouchers. You will see “LiveUp member Benefit” available vouchers monthly credited in your account (every 30days) along with their expiry dates


Q: I do not want my FP benefits anymore. How do I remove them?

A: Please contact support@foodpanda.sg


Q: When do my vouchers expire?

A: All vouchers will have their expiry dates mentioned on them and they expire respectively.


Q: What happens when I cancel the order, will my voucher be reinstated in my account?

A: If you cancel your order then voucher used for that order will be reinstated to your account upon successful cancellation of the order.


Q: Would $20 includes GST?

A:. The minimum order value of $20 is inclusive of GST.

Chope


Q: What benefits do I get on Chope as a LiveUp member?

A: LiveUp members will be rewarded with 300 Chope-Dollars for every successful reservation they complete on Chope, capped at 15 reservations per year.


LiveUp members who sign up for a Chope account for the first time will get a ‘$10 off’ Chope Shop discount code (to offset Chope voucher purchases) and 400 Chope-Dollars (worth $10 in dining vouchers)*, credited upon successful login to the Chope account.

*Only for new user sign-ups on Chope


Q: How do I activate my Chope benefits?

A: You will receive an email (announcement) regarding the partner launch from LiveUp Team no-reply@liveup.sg or you can find this benefit in your “Welcome Email”.

  1. Click on ‘Redeem Now’ and be directed to a Chope redemption page
  2. For existing Chope members, enter your Chope credentials. For new signups, Enter your preferred details, (we recommend adding your LiveUp email address and number in this case)
  3. Select ‘Unlock Chope Benefits’


Please check your spam/junk folders if you are unable to locate the emails in your Inbox.


Q: I did not receive the email to activate my Chope benefits. What do I do?

A: Kindly click the "Chat Now" button to talk to our team who will resend activation email to you


Q: What should I do if my Chope email address is different from my LiveUp email address?

A: You can use a different email from your LiveUp account for your Chope account. When you redeem your Chope benefits, you must fill in their Chope email address instead of their LiveUp email address within the redemption form.


Q: I am an existing Chope user but I realised I had accidentally submitted the wrong email address when unlocking Chope benefits. What should I do?

A: Contact customersupport@chope.co. Please indicate the email address you had submitted and the intended email address. For merging of accounts, please note that the 400 Chope-Dollars from your new Chope account is not transferable to your existing Chope account.


Q: I've just signed up for a Chope account through LiveUp. Where can I see my “$10 off” discount?

A: Upon your successful sign-up on Chope, you will receive a welcome email from Chope. In it, you will find the discount code for Chope vouchers. The discount code is to be applied at checkout when you purchase vouchers on https://shop.chope.co. Please note that this benefit is only for new signups on Chope.


Q: What happens after I exceed my 15 reservations with bonus Chope-Dollars?

A: After completing your 15th successful reservation, members will earn 100 Chope-Dollars, defaulting to the regular Chope loyalty programme, for every successful reservation henceforth.


Q: Do I need to apply a promo code to my 15 reservations to enjoy the 300 Chope-Dollars per reservation benefit?

A: You will not need to! Diners who have activated their Chope x Live Up benefit will get 300 Chope-Dollars credited in total for each fulfilled reservation up to the 15th reservation.


Q: How do I check that my Chope-Dollars as part of my LiveUp benefits have credited?

A: Chope members can access a detailed view of their Chope-Dollars by visiting the Chope-Dollars balance page when they are logged in to their account. 


Within 72 hours after a reservation has been fulfilled, 100 Chope-Dollars will be awarded as part of the regular Chope loyalty programme. LiveUp members, however, should see an additional line entry of 200 Chope-Dollars credited after the regular 100 Chope-Dollars per fulfilled reservation has been awarded. Thus, a total of 300 Chope-Dollars will be earned! 


Q: It's been more than a week since I've fulfilled my restaurant reservation. Why have I not received my Chope-Dollars yet?

A: Chope-Dollars are only credited when reservations fulfil the following criteria:

a) Reservations are made via the Chope website or app

b) The diner was logged into their Chope account when the reservation was made

c) The diner turned up for the reservation


Please note that for Chope-Dollars to be awarded for a reservation, the diner must make known to the restaurant that they have a reservation. In cases where restaurants dispute whether a diner turned up, Chope will side with the restaurant unless the diner is able to provide proof of dining in the form of a time and date stamped receipt.


If you have met all of the following criteria and Chope-Dollars weren't credited, please contact support@chope.com.sg


Q: How do I use my Chope-Dollars?

  1. Log-in to your Chope account
  2. Go to the Chope-Dollar redemption page
  3. Fill in the redemption form - select the quantity of vouchers as well as the restaurant they would like to use dining vouchers at
  4. Click on Submit! You will receive your dining vouchers in your registered email address instantly. *Please note: Chope-Dollars will be automatically deducted upon submission of the redemption form


Q: What's the difference between the Chope Shop and Chope-Dollars?

A: A Chope Discount Code is used on Chope Shop, where Chope users can pre-purchase dining vouchers at restaurants at a discounted rate (e.g. $45 for $50 worth of dining vouchers, $90 for $100 worth of dining vouchers)


Chope-Dollars are Chope’s way of rewarding our diners for reserving with us. Chope-Dollars can be redeemed for dining vouchers (400 Chope-Dollars for $10 worth of dining vouchers, 700 Chope-Dollars for $20 worth of dining vouchers, 1000 Chope-Dollars for $30 worth of dining vouchers).


Q: Is the $10 off discount code transferable to friends and family members?

A: Unfortunately no. This discount code is only valid for your email and for one-time use.


Q: Does $10 off discount code expire?

A: The $10 off discount code is one time use only code that will expire on 31 Mar 2019.


Q: Do Chope dollars expire?

A: Chope-Dollars expire two years from the date they are awarded to your account. Once redeemed, Chope Vouchers expire within 90 days from date of issuance, unless otherwise stated.


Q: I do not want my Chope benefits anymore. How do I remove them?

A: Why would you do that? However, should you wish to proceed, kindly email customersupport@chope.co and we will be able to assist you on that.

SISTIC


Q: What benefits do I get on SISTIC as a LiveUp member?

A: LiveUp members will get exclusive discounts to selected events and shows on SISTIC once every 2 months. Look out for an email about ‘The LiveUp Showcase’ for details!


Q: How do I activate my SISTIC benefits?

A: There is no need to activate the SISTIC benefits. Just ensure that you receive the SISTIC EDM is to whitelist the email address no-reply@liveup.sg, and look out for an email about ‘The LiveUp Showcase’!


Q: Can I stack a LiveUp discount together with other discounts (e.g. a discount on Singtel)?

A: No, the LiveUp discount is not stackable with other discounts found on SISTIC.

However, you may continue to enjoy the Mastercard delivery fee / pick up fee waiver or the Masterpass booking fee waiver upon checkout.


Q: I did not get the email!

A: Please ensure that you have enrolled for LiveUp program and you have not unsubscribed from our mailing list. To ensure that you do not miss out on any of our emails, please whitelist no-reply@liveup.sg. Sometimes the email may land in your Spam or promotion folder, please do check there.


Q: After I click on the link, I do not see a booking page. Why is this so?

A: Unfortunately, the LiveUp-exclusive promotion has ended and cannot be redeemed anymore. Please take careful note of the booking and show dates and book in advance to avoid disappointment!


Q: What happens if I want to cancel my booking?

A: Once a booking has been made, it is non-refundable. If you foresee the need to be flexible on your show dates, you can purchase a ticket protector when checking out on SISTIC so that you may claim the value of your unused ticket. For more info: https://www.sistic.com.sg/faq/ticket-protector


Q: What should I do if my tickets are lost or stolen?

A: Please call the SISTIC customer service, +65 6348 5555 for assistance. To expedite resolutions, please prepare the following

  • Transaction number
  • Event title
  • Number of tickets purchased
  • Name and NRIC/FIN number

Only tickets for reserved seating can be replaced for a service fee of $5.00 per ticket.

Lost / Stolen General Admission (GA) tickets cannot be replaced.


Q: How long does it take for tickets to reach me by mail?

A: Processed tickets are dispatched the following working day. If your tickets do not reach you within 7 working days, please call +65 6348 5555 or email SISTIC via their Feedback Form for assistance.


For other FAQs from SISTIC, please refer to: https://www.sistic.com.sg/faq/top-questions


STILL CANNOT FIND YOUR QUESTION?

Please click "Chat Now" button to talk to our team.

More discounts, promotions, rewards, savings for LiveUp members

A unique lifestyle membership programme for the digitally savvy Singapore consumers that's all about more discounts. More rewards. More shiok savings. More exclusive promotions. All in one place.


LiveUp is targeted at supporting the lifestyle of the digitally native consumers by consolidating frequently used lifestyle services into one program, partnering with recognizable brands under the Alibaba Group such as Lazada and RedMart, as well as other eminent brands like Netflix, Grab, foodpanda, Chope, Ofo and SISTIC. LiveUp aims to ease the lives of digital consumers and enable them to live up!


Enjoy LiveUp Benefits from our Partners: Lazada, RedMart, Netflix, Grab, foodpanda, CitiBank, Chope, Ofo and SISTIC

To enable consumers to live the LiveUp way, subscribers enjoy a 60-day free trial. Additionally, early subscribers enjoy a limited time offer of SGD 28.80 (U.P. SGD 49.90) for their annual membership which allows them to enjoy the following benefits:

- 5% rebate & free, fast delivery storewide on Lazada (including TaoBao Collection), 3% upsized rebate if checkout with Citi credit card

- 5% rebate & members-only promotions on RedMart, free delivery for orders above $40, 3% upsized rebate if checkout with Citi credit card


These benefits are designed to make the lives of consumers easier; in the way they travel, shop and entertain themselves. This is the first partnership of its kind, in Singapore, Southeast Asia and globally. Sign up now to enjoy the most prime benefits from the most established digital lifestyle services in Singapore.

© Loyal Lion Pte Ltd 2017