A masterclass in how not to design a loyalty programme
The concept of auto-crediting rewards is a step in the right direction — but the execution is so poorly thought through it's almost impressive.
Where do I start. You're capped at saving only 2 payment cards. No explanation for why, no transparency about how that data is stored or secured, and no indication this was ever tested with actual users who (surprise!) own more than two cards. This isn't a feature, it's an artificial constraint that undermines the entire value proposition.
Mastercard only? So if your bank doesn't have a partnership with CapitaStar, you simply don't earn. Debit card users are silently excluded. Cash users don't exist. DBS Pay Lah gets a carve-out while the other three local banks are apparently an afterthought. This isn't a rewards programme, it's a special little place for a very specific type of customer that isn't most people.
To make it worse, manual receipt submission (the fallback that worked!) was removed without a functional replacement. The Ask Casey chatbot can't handle it either and is overall a perfect example of how not to implement chatbot - the thing is useless. So users are left with nothing. That's not innovation, that's regression dressed up as progress.
The UI is inaccessible, the information architecture is unclear, and the whole system seems designed to create enough friction that you either spend at very specific amounts or give up entirely.
Someone greenlit this without talking to users and with “I know best” thinking that CapitaLand should have outgrown decade ago.
Where do I start. You're capped at saving only 2 payment cards. No explanation for why, no transparency about how that data is stored or secured, and no indication this was ever tested with actual users who (surprise!) own more than two cards. This isn't a feature, it's an artificial constraint that undermines the entire value proposition.
Mastercard only? So if your bank doesn't have a partnership with CapitaStar, you simply don't earn. Debit card users are silently excluded. Cash users don't exist. DBS Pay Lah gets a carve-out while the other three local banks are apparently an afterthought. This isn't a rewards programme, it's a special little place for a very specific type of customer that isn't most people.
To make it worse, manual receipt submission (the fallback that worked!) was removed without a functional replacement. The Ask Casey chatbot can't handle it either and is overall a perfect example of how not to implement chatbot - the thing is useless. So users are left with nothing. That's not innovation, that's regression dressed up as progress.
The UI is inaccessible, the information architecture is unclear, and the whole system seems designed to create enough friction that you either spend at very specific amounts or give up entirely.
Someone greenlit this without talking to users and with “I know best” thinking that CapitaLand should have outgrown decade ago.
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Worst loyalty program ever 👎🏼
The CapitaStar app has gone downhill. Previously, you could simply scan a receipt and earn your points. Now, in the name of so-called “seamless integration,” they’ve removed that function and are aggressively pushing users to link specific credit and bank cards instead.
Let’s be honest — this isn’t about convenience. It’s about hard-selling financial products. This just shows how desperate and frankly shameless they are. Not everyone wants to sign up for yet another credit card just to earn rewards that used to be accessible with a simple receipt scan.
And here’s the most important part: the person scanning the receipt isn’t always the one making payment. Families and friends shop together. Why should rewards be restricted only to whoever’s card is linked? The old system was straightforward and fair. The new one feels restrictive, intrusive, and unnecessary.
If this is what “improvement” looks like, it’s a step BACKWARDS.
If this is the direction they’re choosing, I’ll simply take my spending elsewhere. There are plenty of other malls that don’t force customers into bank tie-ins just to earn basic loyalty points. CapitaLand malls are no longer my first choice.
Let’s be honest — this isn’t about convenience. It’s about hard-selling financial products. This just shows how desperate and frankly shameless they are. Not everyone wants to sign up for yet another credit card just to earn rewards that used to be accessible with a simple receipt scan.
And here’s the most important part: the person scanning the receipt isn’t always the one making payment. Families and friends shop together. Why should rewards be restricted only to whoever’s card is linked? The old system was straightforward and fair. The new one feels restrictive, intrusive, and unnecessary.
If this is what “improvement” looks like, it’s a step BACKWARDS.
If this is the direction they’re choosing, I’ll simply take my spending elsewhere. There are plenty of other malls that don’t force customers into bank tie-ins just to earn basic loyalty points. CapitaLand malls are no longer my first choice.
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Really bad way of earning rewards!
Your new initiative of automatically crediting rewards purchases instead of manually scanning receipts is finally a new innovation that’s been a long time coming and welcomed, but a very POORLY executed and thought out plan.
Firstly, do you know your target user audiences? We don’t only keep 2 credit cards, we have MANY. How do you expect us to earn rewards by saving only two cards?
Secondly, only Mastercard partnerships are included in this initiative?? How can it be our fault to not earn rewards spending at your malls when you’ve failed to secured partnerships with all card companies?
Third, for the older or younger folk who still use debit savings cards, they are excluded from earning rewards and are expected to pay using DBS Pay Lah only? What about the other 3 local banks?
Fourth, you roll this poorly thought out campaign but remove the function to still manually submit our receipts. Worse, your Ask Casey chatbot can’t even handle receipt submissions. Innovation and productivity initiatives at its worse for Singapore’s leading mall operator!
This rewards programme is really not a rewarding programme if Capitastar continues with this ridiculous moves. And I’m not the only one, see your app reviews and you’ll see many upset users who share the same views.
I’ll gladly return to the manual receipt scanning and retrospective points crediting any day like what other mall operators maintain doing. Shame on Capitastar for not taking user feedback seriously and poorly rolling out this!
Firstly, do you know your target user audiences? We don’t only keep 2 credit cards, we have MANY. How do you expect us to earn rewards by saving only two cards?
Secondly, only Mastercard partnerships are included in this initiative?? How can it be our fault to not earn rewards spending at your malls when you’ve failed to secured partnerships with all card companies?
Third, for the older or younger folk who still use debit savings cards, they are excluded from earning rewards and are expected to pay using DBS Pay Lah only? What about the other 3 local banks?
Fourth, you roll this poorly thought out campaign but remove the function to still manually submit our receipts. Worse, your Ask Casey chatbot can’t even handle receipt submissions. Innovation and productivity initiatives at its worse for Singapore’s leading mall operator!
This rewards programme is really not a rewarding programme if Capitastar continues with this ridiculous moves. And I’m not the only one, see your app reviews and you’ll see many upset users who share the same views.
I’ll gladly return to the manual receipt scanning and retrospective points crediting any day like what other mall operators maintain doing. Shame on Capitastar for not taking user feedback seriously and poorly rolling out this!
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Getting worst
The new Mastercard tagging is a real inconvenience. I now have to be extremely careful about which cards I can or cannot use, and I can hardly rely on Apple Pay anymore since the Apple Pay card number differs. It’s a very poor change overall. I’ve even started visiting Fraser malls more often because this app imposes far too many restrictions. CapitaMall management should seriously reconsider this rewards system and whoever implemented these changes.
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All is good
Too bad it can’t scan receipts anymore. Some of my frequent shops like McDonald or Yakun that paid through their apps so it’s unable to got points. Only can get when you paid directly.
Upgrade was badly thought out and executed
Edit (30 Oct 2025):
My bill paid on 27 Sept with linked card is still pending the awarding of stars.
Orig review (1 Oct 2025):
I have written to Capitaland regarding the first point but there was no response.
With the switch to auto crediting of Stars using linked payments, now
1) Mobile ordering (Mcdonalds, Chagee, KFC etc) are no longer allowed to be awarded Stars.
2) Cash/PayNow transaction (as some people pointed out, there are stores which only accept cash, Paynow.) are not awarded Stars.
3) Transaction made via linked DBS/POSB Mastercard not awarded Stars automatically. I am still waiting to see if the Stars will be awarded on my latest transaction 5 days ago (they said might take up to 7 days).
4) No reminders/alert about expiring vouchers.
All in all, I had already noticed, given a choice, I would go elsewhere to spend my money.
My bill paid on 27 Sept with linked card is still pending the awarding of stars.
Orig review (1 Oct 2025):
I have written to Capitaland regarding the first point but there was no response.
With the switch to auto crediting of Stars using linked payments, now
1) Mobile ordering (Mcdonalds, Chagee, KFC etc) are no longer allowed to be awarded Stars.
2) Cash/PayNow transaction (as some people pointed out, there are stores which only accept cash, Paynow.) are not awarded Stars.
3) Transaction made via linked DBS/POSB Mastercard not awarded Stars automatically. I am still waiting to see if the Stars will be awarded on my latest transaction 5 days ago (they said might take up to 7 days).
4) No reminders/alert about expiring vouchers.
All in all, I had already noticed, given a choice, I would go elsewhere to spend my money.
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Downgrade in inclusivity
Technically this app is now totally useless to me as I do not own a DBS card or have a mastercard (even if I do, why would I want to link it??) My OCBC visa is totally unable to earn points and though UOB card can still technically earn points, it’s SUPER TROUBLESOME!!! The team who came up with this does not understand the meaning of “seamless”. The change in ways to earn points is so exclusive. This is a downgrade! Not an upgrade! With this change, it also effectively excludes people who use other modes of payment like cash/visa/Apple Pay etc. Vulnerable groups like elderly who prefers to use cash, or those unable to apply for cards are being excluded as well. Just look at all the recent angry comments and reviews!
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If it working just don’t change anything to it
Since the launch of the new scan to earn point with mastercard in CapitaStar App. It screw up how we can earn points at your participating mall. It is very frustrating and annoying to keep missing out the points when
1) You can only earn points when scanning the app during point of purchase
2) You miss out on points when you use paywave, tap to pay or third party payment application (Shopback pay/atome) instead of your built in CapitaStar application.
3) You can only put in 2 mastercard credit card…what about Visa credit card???
4) do your team conduct test prior to releasing this feature? Or maybe you do not want certain group of customer anymore? There is other mall that have reward point applications which worked well.
Listen to your customer and tenants. Thank you, and all the best.
1) You can only earn points when scanning the app during point of purchase
2) You miss out on points when you use paywave, tap to pay or third party payment application (Shopback pay/atome) instead of your built in CapitaStar application.
3) You can only put in 2 mastercard credit card…what about Visa credit card???
4) do your team conduct test prior to releasing this feature? Or maybe you do not want certain group of customer anymore? There is other mall that have reward point applications which worked well.
Listen to your customer and tenants. Thank you, and all the best.
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Unable to scan receipt now
Worst update ever , expecting everyone to have Mastercard. Unable to scan receipt to earn points now . Initially felt CapitaStar was a great app to earn points for many malls , looks like it’s worst now. Unable to scan any receipt is bringing much hinder for us . Does the mobile application team do any user research before making the changes ? It’s no longer a user friendly app -.-
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App is so useless now
You guys should know the saying ‘if it ain’t broke, don’t fix it’. The old way of the app for getting STAR$ was perfect. Would have given it 0 star if that was an option.
Then you all decided to change it to full digital. Ok fine, i link my DBS/POSB payment and Mastercard payment as well. And then the STAR$ didnt come. Send email to enquire - no replies. Connected to live agent - no response.
What are you guys doing seriously?
Then you all decided to change it to full digital. Ok fine, i link my DBS/POSB payment and Mastercard payment as well. And then the STAR$ didnt come. Send email to enquire - no replies. Connected to live agent - no response.
What are you guys doing seriously?
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Almost impossible to earn points anymore since receipt-scanning removed.
Tried a few times on different days to ensure the transaction fulfills their requirement to earn some star points: linked card, in participating store, payment above $20. Tried with linked Mastercard. Tried with DBS credit card linked to PayLah! linked to CapitaStar app. All linkage checked before I made each payment. Tried and tried. Only payment with ShopBack is able to earned some points now.
Tried to feedback, but only AI answers. Now I see others feedback the same here, and I know I am not alone. But so what? The app still distinctions. Guess they won’t ever look into the issue.
Tried to feedback, but only AI answers. Now I see others feedback the same here, and I know I am not alone. But so what? The app still distinctions. Guess they won’t ever look into the issue.
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Useless app
Saying making things simple by go cashless and link card for easy earn points and we can earn point as long as we pay using the link card. But only support Mastercard, POSB, shop back user only.. Trust card, grab pay, fave pay and other banks card all having issue with linking the app with our cards.. seriously useless and time to hop to other mall for better benefits.
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Disappointing Update – Outdated and Restrictive
In trying to move forward with technology, CapitaStar has somehow gone backwards. At a time when most people use multiple credit cards via mobile wallets, it is frustrating that rewards can now only be earned through a single registered card and worse, only with the physical version.
To make things more inconvenient, many merchants are pushing customers to order and pay through their own apps. Even when alternative payment modes are technically allowed, some merchants outright reject ShopBack if the items are on promotion or have withdrawn from accepting the payment mode.
Overall, the new system is restrictive, impractical, and poorly aligned with how people actually shop today. With some shops available at non-CapitalLand Malls, it won’t be surprising for consumers to shop elsewhere.
To make things more inconvenient, many merchants are pushing customers to order and pay through their own apps. Even when alternative payment modes are technically allowed, some merchants outright reject ShopBack if the items are on promotion or have withdrawn from accepting the payment mode.
Overall, the new system is restrictive, impractical, and poorly aligned with how people actually shop today. With some shops available at non-CapitalLand Malls, it won’t be surprising for consumers to shop elsewhere.
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Poor app update
From the normal easy scanning of receipts, Capitstar has decided to make things even difficult who cannot use the defined modes of paying. Visa cards, non DBS/POSB cards, merchants who don’t use ShopBack etc. Why on earth would you isolate specific methods of paying and then not allow customers to scan receipts which don’t fall in the above payment methods? This update feels discriminatory rather than inclusive and is much worse than the intended seamless approach it portrays. I’ve had to send in an email with my receipt and then be told that this was a one time exception for me to earn my Star points. Why should it be an exception if you’re the one making things difficult? I expect people to start deleting this app as it seems to be looking to inconvenience users
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Apple Pay linked cards not recognized
Cards link to app but use Apple Pay are not recognized. Because Apple Pay uses a different card id but it’s the same card we linked. Fix this problem as u now force us to link a card and we can’t link an Apple Pay card
Well I’m using a UOB card typically only have my phone and in today’s not only cashless society it’s also walletless. Not supporting UOB on Apple Pay is not mentioned in terms and conditions it’s a breech. Fix the problem and not try to fix customers
Well I’m using a UOB card typically only have my phone and in today’s not only cashless society it’s also walletless. Not supporting UOB on Apple Pay is not mentioned in terms and conditions it’s a breech. Fix the problem and not try to fix customers
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Extremely bad update
The new Capitastar way of earning points removed uploading receipt as a way of earning points. While it sounds good and automated at first, I’ve learnt that using the FairPrice App to pay, even if a linked MasterCard is used as payment, will not result in Capitastar points earned as the Fairprice app is deemed third party. This is entirely un-synergistic with one of Junction 8’s anchor tenant. Certain Ntuc vouchers are only made available on the app, Capitastar is forcing customers to go backwards at NTUC by making us go physical card and also unfortunately preventing us from using e-vouchers. Also fyi, payments using Apple Pay with link cards don’t show up immediately on Capitastar. I’m told it may take up to 7 working days. This is extremely antiquated and forces consumers to manually keep track.
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Put in where the transaction and how much $ back to the Star$ record
After the link to credit card, i found that there is no record in Star$ for where you have spent and how much you have spent. I only can see the awarded Star$. The “where you spent and how much”are important information for a record. Please put them back
Change for the worse
CapitaStar recently changed how users collect points — now requiring you to link your credit/debit cards. This raises privacy concerns, as it likely means they are tracking all your purchases, not just those made at CapitaMalls.
Worse, this move restricts flexibility — you can no longer earn points using other preferred payment methods like AMEX, Visa, PayNow… It feels like a step backwards in user choice and data transparency. I hope CapitaStar reconsiders this direction or offers alternative options for users who value privacy and flexibility.
Worse, this move restricts flexibility — you can no longer earn points using other preferred payment methods like AMEX, Visa, PayNow… It feels like a step backwards in user choice and data transparency. I hope CapitaStar reconsiders this direction or offers alternative options for users who value privacy and flexibility.
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Easy to upload receipts
One of the best shopping app compared to other shopping centres!
Can scan receipts at your own comfort at home & it updates points instantly . Rewards can redeem instantly too !
Can scan receipts at your own comfort at home & it updates points instantly . Rewards can redeem instantly too !
Poor customer service
Recently I have transaction error in the deduction of stars. I approached the information counter and was directed to call/email the hotline as the staff is unable to check on his end. I emailed the staff and William replied. In the 4 days of responses, his reply was not answering my query and his response was the same. Either he doesn’t understand what I’m requesting or he’s not wanting to help as all he kept replying was to direct me the the FAQs which I already responded that my questions cannot be found there.
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