Anything we can help with?

You can choose to pay in cash or use other payment methods (GrabPay/Touch N Go/ShopeePay/Boost/Debit Card/Credit Card/).

No. You can’t split bills with different payment methods.

No. We do not provide COD (cash on delivery) as a payment method. We only accept payments with GrabPay, Touch N Go, ShopeePay, Boost, Debit Card and Credit Card

Yes, as long as the payment has not been made, you can make new transactions and use other payment methods.

No. There is no minimum transaction for the use of debit and credit cards.

The length of the refund depends on each payment method:
E-Wallet: 3-14 working days
Credit/Debit Card: 7-14 working days

If you haven't received your refund outside the time stated above or have other problems, you can directly email to customerservice@kenangancoffee.my

Please follow our facebook or instagram for more updated details.

No. It is not possible to change the phone number on the Kenangan Coffee account.
Please create a new account with a new phone number

You are only allowed to register one phone number per account. If the registered phone number is lost or forfeited, please create a new account with new data (phone number & email).

Please log in to your account, select Edit Profile, select Change PIN, enter your current PIN, and please submit your new PIN.

Reset the PIN through a registered phone number, click "Change PIN" and follow the next steps.

Yes, your order can be picked up by your relatives or through ride-hailing. But make sure to provide a screenshot of the QR code and order number to the party who took it, for our outlet team to scan it.

No, paid orders cannot be changed or canceled. Make sure your order is correct before making the payment. If you can't pick it up yourself, we recommend that you order a ride-hailing service to help pick up your order. Share the screenshot of the QR code along with the order number, so that the ride-hailing driver and baristas won’t get confused.

We recommend that you pick up your order as soon as possible, after the status in Kenangan Coffee application changes to “Ready for Pick-Up”, so that the quality of the drink is maintained. However, if you can't pick it up immediately, you can still pick it up later before the end of our operating hours.

No, for orders that have been successfully placed, they must be picked up on the same day you make the payment. If it's on a different day, then we suggest you make a new order.

You can still pick up your order by showing your order details to our outlet team. Make sure to pick up your order on the same day you make the payment.

For transactions that are not picked up; they will be considered forfeited and cannot be refunded.

Kenangan Pay is pre-payment method owned by Kenangan Coffee. Kenangan Pay is only available in Ringgit Malaysia currency and for purchases in application only. Your pre-payment balance will stored in the application as Kenangan Pay. You may pre-pay (paid in advance) your purchase for any beverages, foods, beans of Kenangan Coffee in application.

You can use your available balance in Kenangan Pay for any purchase of beverages, foods, beans of Kenangan Coffee in application. Simply select/choose Kenangan Pay as your payment method in Checkout Page upon placing your order.

You can reload your balance through application. Go to Kenangan Pay page, choose amount to reload, and select payment method that you want to complete your top up transaction. Once payment is made, the amount will be automatically added to your balance. Minimum top up amount is RM 10 and maximum is RM 100 for each top up transaction

You can choose one of payment method available in application: e-Pay, transfer bank, or debit/credit card (Visa/Master)

RM500

No, you cannot top up once your balance reached RM500. You can top up a minimum amount of RM10 once your balance reached RM490 or you can top up by other higher amount up to RM100 once you had lower amount.

No, Kenangan Coffee does not charge any fees for Kenangan Pay

No, you cannot withdraw your balance from Kenangan Pay

Yes, your Kenangan Pay will be valid for as long as 3 years after last transaction (success top up or order payment using Kenangan Pay). Therefore, your Kenangan Pay validity period will always be updated for the next 3 years after your last transaction (success top up or order payment using Kenangan Pay).

Any remaining balance after 3 years no transaction will be forfeited. Your current balance will be deducted by the forfeited amount.

For example:
1. Initial balance 14 Feb 2024 = RM 15 (valid until 13 Feb 2027 23:59:59)
2. Top up 15 Jan 2025 = RM 20 (valid until 14 Jan 2028 23:59:59)
3. Order paid with Kenangan Pay in 15 Jan 2025 = RM 10 (valid until 14 Jan 2028 23:59:59) - validity updated to next 3 years
4. Balance as of 15 Jan 2025 after order = RM 25 (RM35 - RM10)

If there is no top up transaction OR order paid using Kenangan Pay after #4, then the validity/expiry date for the ending balance #4 will be 14 Jan 2028 23:59:59 (added 3 years from last order in 15 Jan 2025). If there is no order again until that time, on the next day your remaining balance will be RM 0 (all forfeited)

Currently you can only top up for your own Kenangan Pay, you are not allowed to top up for others.

No, Kenangan Pay balance is not transferrable.

No, you cannot combine two payments for an order.

No, Kenangan Pay is a payment for purchase made in Kenangan Coffee application.

No, Kenangan Pay is a payment for purchase made in Kenangan Coffee application.

Any remaining balance after 3 years no transaction will be forfeited. Please refer to FAQ number 10.

Kenangan Pay applies for all stores EXCEPT KLIA2

Kenangan Gift Card is a prepaid digital voucher that allows you to gift a selected amount to someone for use in the Kenangan Coffee Application. The recipient can redeem it and use the value to purchase Kenangan Coffee products.

The recipient will receive a unique gift card code via WhatsApp or other delivery method. To redeem, enter the code in the Application or follow the WhatsApp redemption flow. Once redeemed, the balance will be stored under “Gift Card Balance.”

No. Gift Card balance is separate from Kenangan Pay and is tracked independently in the app.

After redemption, the Gift Card balance is valid for 1 year from the redemption date. Each new redemption will extend the expiry by another 1 year from the latest redemption date.

No. Gift Card balance follows its own 1-year rolling expiry from the redemption date, not the 3-year rule for Kenangan Pay.

You can only combine Gift Card balance with Kenangan Pay. You cannot combine it with credit/debit cards, e-wallets, or bank transfers.

Your Gift Card balance will always be used first. If the balance is insufficient, the remaining amount will be paid using Kenangan Pay.

No. You cannot use Gift Card balance to purchase new Gift Cards.

No. Once the Gift Card balance expires, any remaining amount will be forfeited and cannot be reinstated.

No. Gift Card balances are non-cash, non-transferable, and cannot be withdrawn or converted into cash.

Yes. The remaining balance can be used across multiple transactions until expiry.

No. All Gift Card purchases are final and non-refundable once issued.

Kenangan Coffee is not responsible for lost or stolen Gift Cards. Please treat your gift card code like cash.

No. Kenangan Coffee does not charge any fees for Gift Card transactions.

Yes. You can purchase a Gift Card and redeem it personally, following the same terms.

Gift Cards can be used through the Kenangan Coffee Application & In-Store to purchase products offered there.

Kenangan Gift Card applies for all stores EXCEPT KLIA2

The Kenangan Coffee Membership Tiering Programme is a loyalty programme with four membership tiers — Silver, Gold, Platinum, and Black — each unlocking a faster points-earning rate, tier-exclusive pricing on selected menu items, and a Birthday Voucher. The higher your tier, the more you get back on every purchase.

The Programme is effective 1 July 2026. Tier qualification runs on a fixed six-month cycle: H1 (1 January – 30 June) and H2 (1 July – 31 December). Everyone's qualification counter — including existing members — resets to zero at the start of each cycle.

Silver, Gold, Platinum, and Black, in ascending order. Black is Kenangan Coffee's top tier.

Register a Kenangan Coffee App account and start ordering through the App or other Kenangan Coffee digital channels. You're automatically enrolled — there's no separate sign-up for the tiering programme.

Your tier is based on the tier-qualification points you earn from purchases within the current six-month cycle:
Silver: 0–1,999 points
Gold: 2,000 points or more
Platinum: 6,500 points or more
Black: 15,000 points or more

You earn 10 points per RM1 spent at Silver, 15 at Gold, and 20 at Platinum and Black (net amount before SST, after discounts, floored to the nearest Ringgit). Crossing a new threshold upgrades you immediately — you don't need to wait for the cycle to end, and you can jump more than one tier at once if you qualify. Black is an automatic threshold like every other tier — reach 15,000 qualifying points in a cycle and you're promoted, no invitation needed.

You need to re-earn your tier's qualifying threshold again within each new six-month cycle. There's no partial credit and no grace period — your qualification counter resets to zero at the start of every cycle (1 January and 1 July).

You drop exactly one tier for the next cycle: Black → Platinum, Platinum → Gold, Gold → Silver. Silver is the floor. You'll get a push notification and an in-app message telling you your new tier and how to work back up, plus an early nudge before the cycle ends if you're close to the threshold (e.g. "You're RM150 from keeping Gold").

Example: You're Platinum in H1 2026 with only 1,000 qualifying points that half. In H2 2026 (from 1 July), you start as Gold — not Silver — because a downgrade only ever moves one tier at a time, no matter how far short you were.

No. Only your tier-qualification counter resets each cycle. Your redeemable Kenangan Points balance is unaffected and carries forward — see the Kenangan Points FAQ.

Yes — the Welcome Sprint gives eligible members a 30-day trial at Gold Tier. New members' 30 days start from their first App login. Existing members need to activate the Welcome Sprint in the App.

If you've earned 2,000 or more qualifying points by Day 31, you keep Gold and carry on in the current cycle. If not, you move to Silver — your points balance isn't affected and stays valid for redemption.

Selected menu items are offered at exclusive pricing visible only to Gold, Platinum, and Black members. Each item has a cap of 3 purchases per member per week; beyond that, standard pricing applies for the rest of the week.

Members receive a Birthday Voucher during their birth month, based on the tier they hold on the 1st of that month. If you upgrade later in the same month, your voucher isn't retroactively upgraded — you'll get the higher-tier benefit from your next birth month. Black members get an enhanced birthday benefit — see the next question.

Yes. Kenangan Coffee may change the Reward Catalog, points values, tier structure, and qualifying thresholds at any time. We'll notify you of material changes through the App.

Kenangan Points are the redeemable loyalty points you earn on eligible purchases and other in-App activities. Redeem them in the Reward Catalog — points are exchanged for a Voucher, which you then apply to an order; they aren't used as direct payment.

You earn points on every eligible transaction through the App and other designated Kenangan Coffee digital ordering channels, at your tier's rate: 10 points per RM1 (Silver), 15 (Gold), or 20 (Platinum and Black) of net spend before SST, floored to the nearest Ringgit. You can also earn points through Daily Check-in (10 points on Days 1–6, 20 points on Day 7 of an unbroken streak).

No. Only points from qualifying purchases count toward tier qualification. Check-in points (and Refer-a-Friend points) go into your redeemable balance but don't push you toward the next tier.

No minimum — points are calculated on every eligible transaction.

Browse the Reward Catalog in the App, select an item, and confirm — a Voucher is issued to your Vouchers tab immediately and the points are deducted in real time. Redemption is final once confirmed, so double-check your selection first.

Yes — Points are valid for 12 months on a rolling basis from the end of the month they were earned. You'll get advance notice in the App before they expire.

No. Points have no cash value and can't be sold, exchanged for cash, or transferred, except where a specific promotion says otherwise.

We'll deduct the corresponding points from your balance. If you've already redeemed those points for a reward, we may deduct the equivalent from points you earn later, and your balance could briefly go negative until it's offset by future earnings.

Yes. Kenangan Coffee Malaysia awards points across all channels — App, in-store, Kiosk, and delivery aggregators — as long as the transaction is linked to your account.

Yes. Providing your registered phone number at checkout earns you redeemable points at the Silver base rate, even before you register the App. These points don't count toward tier qualification, but your balance is preserved and automatically carries over once you register using the same phone number.