Frequently Asked Question

General Questions

  • How do I remove membership program from my wallet?

    Login to your MADOO account and choose ‘Wallet’ page. Then proceed as follows:

    1. Click membership you would like to remove under ‘MY WALLET’ section
    2. Click ‘i’ icon on the right-hand corner of the membership card
    3. Select ‘REMOVE
    4. Select ‘YES, REMOVE

    These steps only remove the membership wallet(s) from your wallet and will not affect your points/miles balance. You can re-add the wallet anytime.

  • How do I contact MADOO customer support?

    First, we encourage you to browse MADOO’s FAQ page to help answer your question. However, you can send an email to our Customer Support Team (support@madoo.io) or contact us by WhatsApp (081244241310) chat if you have further inquiries. We will do our best to respond to all inquiries within 48 hours (excluding weekends and holidays).

  • Why do I have to provide my loyalty program credentials (Email, PIN/password, phone number)?

    In order for us to display your membership information, you must provide all of your account details. These are necessary to allow us to communicate with your membership program.

  • What happens to my points/miles when I join MADOO Membership Wallet?

    When you register your membership programs to your MADOO Wallet, your points and miles will remain in your membership programs. We will only use the information you provide to access your account balance, and will only deduct points/miles when you conduct a conversion through MADOO..

  • How do I close my MADOO account?

    You will be missed. It won’t be the same without you.

    If you are sure you would like to close your account you can send a request to our Customer Support Team (support@madoo.io). Please make sure all of your wallets have been removed. Please include your mobile phone number and the reason you want to close it in your email.

  • What happen to my personal information if I close my MADOO account?

    For accounting and auditing purposes, we must keep all account records in our database even if the account is closed. However, this information is kept secure and is considered inactive. We do not access the information unless it is required for audit.

  • Learn About Madoo

  • What is MADOO and what can it do for me?

    Think of MADOO as your personal points manager, where you can view all of your membership points balance from multiple membership programs easily in one place. You can also exchange your points to other eligible partners within MADOO.

  • Which Membership Programs can I add to MADOO?
  • Can I add multiple memberships of the same program to my MADOO wallet?

    You can only register one membership per program in MADOO. If you would like to register another membership from the same program, you will need to remove the existing membership from your wallet, or open another MADOO account.

  • How do I change my membership wallet account number?

    You cannot update any membership information in MADOO. You will need to remove the existing membership wallet in that account and add back the membership using the new account information.

  • Why are some of my membership points not shown in MADOO?

    Some of our partners do not permit sending your membership points balance to us, therefore, you will need to check your points balance on the partner’s sites or mobile applications.

  • Is there any fee to join MADOO?

    No, you can join MADOO for free. While there is no fee for Conversion, there is an exchange rate set by our partners between programs. You just need to be aware of the conversion rate.

  • Convert Points

  • How do I convert my points via MADOO?

    It’s easy! Login to your MADOO account and select ‘Convert’ from the bottom navigation bar to convert your points. Select the source membership wallet and type the number of points you want to convert. Select the destination membership wallet and you can see the number of points you will get from the conversion. Confirm the conversion and you are good to go! Don’t forget that there is a minimum point requirement to initiate an exchange that varies from one program to another.

  • Why can’t I convert my points?

    Each membership program may have different exchange rules, not all points can be exchanged with each other. Currently, the following conversions are eligible:

    • Ismaya Points to Singapore Airlines KrisFlyer
    • Ismaya Points to AirAsia Big Points
    If you're having trouble exchanging between eligible membership program(s), please try the following:
    • Double-check that you have enough points or miles in the program you are exchanging out of to complete the transaction.
    • Make sure that both programs are registered in MY WALLET.
    • Look for any restrictions your membership program has on exchanging by reading the Conversion Rate information provided in ‘Convert’ page by clicking ‘i’ icon.

  • How long does it take for points to be converted?

    Currently, not all conversions are instant (please see list below), although conversions are usually completed much faster, We will notify you by email if your points conversion request cannot be completed.

    1. Conversion into KrisFlyer can take up to 15 business days
    2.  Conversion into Traveloka Points can take up to 3 business days

  • What if I change my mind after completing a points conversion?

    Unfortunately, once a transaction is completed, it cannot be reversed. All points conversions are final. That is why it is important to check your conversion information before you confirm it.

  • How can I get a refund for my points?

    MADOO powers you to convert your membership points and miles between many of our membership program partners; however, MADOO does NOT authorize refunds.

  • How many points do I need to make a points conversion?

    Each membership program has its own rules regarding minimum points that can be converted. The information will be found in ‘Convert’ page by clicking ‘i’ icon.

  • I mistakenly input the wrong membership account number but it is successfully added to my MADOO wallet. What should I do?

    Some of the membership partner does not provide automatic member verification process. Don’t worry, you just need to remove the wallet and re-add with your appropriate membership account information.

  • Why don’t I receive my points in destination wallet after conversion but my points in source wallet have been deducted?

    Please take note conversion process timing varies depending on the participating membership partner and can sometimes take up to 7 business days. In the meantime you can check the conversion history status in MADOO:

    • Open ‘History’ page
    • If the transaction status is ‘IN PROGRESS’ it means your transaction is still being processed. Please be patient.
    • If you find the transaction status take longer than 7 days and still in ‘IN PROGRESS’, please contact our Customer Support Team (support@madoo.io)
    • If you find the status is ‘SUCCESS’ but you don’t receive your points, please contact our Customer Support Team (support@madoo.io)

  • What happened when my points conversion failed?

    The main reason for the points conversion to not get through is the connection that might be lost or interrupted, so MADOO is unable to validate the points conversion at that moment. If this happens, please click try again in 5 - 10 minutes, or when the connection is stable.  

  • Updating Account Information

  • How do I change my name, email and mobile number?

    Login to your MADOO account and choose ‘Settings > Edit Profile’. Full Name

    1. Update your full name and click ‘Save
    Email Address
    1. Update your email address and click ‘Save’
    2. A verification email will be sent to your new email address. Click ‘OPEN EMAIL’. You will be directed to your personal email apps
    3. Open the verification email. Click ‘VERIFY EMAIL’ button to confirm
    Mobile Number
    1. Update your mobile number and click ‘Save’
    2. Choose ‘ENTER PIN’. You will be directed to PIN verification page
    3. Enter your PIN and click ‘Verify’
    4. Enter the 6-digit code sent to your new mobile phone.

  • How do I change my PIN?

    Login to your MADOO account and choose ‘Settings > Change PIN’. Enter your current PIN, and then your new one. Enter your new PIN second time to confirm.

  • I forgot my PIN. What should I do?

    You can reset your PIN by following the steps below :

    1.   Enter your registered mobile number in login page then click "LOGIN’, you will be directed to PIN verification page.
    2.   Click ‘FORGOT PIN’.  
    3.   Enter the 6-digit code sent to your mobile phone. Click ‘CONFIRM’
    4.   Enter your new PIN. 
    5.   Enter your new PIN the second time to confirm.

  • Technical Issues

  • What happened if my points conversion failed?

    The main reason for the points conversion to not get through is the connection that might be lost or interrupted, so MADOO is unable to validate the points conversion at that moment. If this happens, please click try again in 5 - 10 minutes until the connection is stable.

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