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Frequently Asked Questions

1About super e membership

 
1.1How can I become a super e member?
Now, you can apply for free super e membership with a maximum of 3 valid sales receipts issued by city'super, LOG-ON or cookedDeli stores in Hong Kong within 30 days with a total net spending of HK$600 (purchases of city'super Gift Card or Shopping Voucher, stored value top-up, delivery charge and gift wrapping charge are not eligible transactions), or a single transaction of HK$600 or above at the official eShop. Applicants must be aged 18 or above.
 
1.2How to become a super e-gold member?
super e members with an accumulated net spending of HK$30,000 within 12 months from the date of membership commencement (i.e. before the anniversary date) can upgrade to super e-gold membership.
 
1.3How long is the validity period of super e membership?
A super e membership will expire automatically if there is no purchase record within 36 months from the date of membership commencement or last transaction date, and any unused stored value in the card will be forfeited automatically. super e-gold membership is valid for 12 months. It will be renewed for another year upon an accumulated net spending of HK$30,000 within the effective period.
 
1.4If my accumulated spending record exceeds HK$60,000, can I upgrade or renew my super e-gold membership for more than one year?
The accumulated spending record is counted on a yearly basis. Upon reaching the yearly anniversary date, the accumulated spending record of any membership type will be reset to zero. Therefore, the validity period of the super e-gold membership (either by upgrade or renewal) is limited to one year.
 
1.5What are the benefits for super e and super e–gold membership?
super e and super e-gold members can earn 1 loyalty point for every HK$1 spent. super e members can receive a HK$50 eCoupon for every 1,500 points accumulated in a year; while super e-gold members can receive a HK$200 eCoupon for every 10,000 points accumulated in a year. There is no limit on the number of eCoupons a member can earn.

super e-gold members are also entitled to exclusive discount offers – enjoy 5% off on food items and cookedDeli purchases,10% off on non-food items, and 10% off at affiliated merchants Terms and conditions apply. For details, please visit www.citysuper.com.hk/super-e
 
1.6How can I check the stored value in my membership card?
super e members can check the stored value in the membership card through the following ways
- Use the city'super HK App; or
- Login to member site; or
- Check the balance record as shown on the receipt; or
- Call Customer Service Hotline at 2736 3866 / super e-gold Priority Service Hotline at 2277 3288; or
- Ask our Customer Service Counter staff
 
1.7When will the stored value expire?
The stored value shares the same validity period as the membership. When a membership expires, the stored value will be forfeited immediately and automatically.
 
1.8How can I top up my membership card? Is there any restriction on the stored value and top-up value?
You can top up your card at any Customer Service Counter or Cashier. A maximum value of HK$3,000 can be stored in the card. A minimum top-up value of HK$100 is required per transaction and the amount should be in multiples of HK$100.
 
1.9How can I check my anniversary date?
You can check your anniversary date through the following ways
- Use the city'super HK App; or
- Login to member site; or
- Check the balance record as shown on the receipt; or
- Call our Customer Service Hotline at 2736 3866 / super e-gold Priority Service Hotline at 2277 3288; or
- Ask our Customer Service Counter staff

2Manage my super e account

 
2.1How can I update my personal data?
super e members can update their personal data through the following ways (except for Birthday Information and Residential Address)
- Call Customer Service Hotline at 2736 3866 / super e-gold Priority Service Hotline at 2277 3288; or
- Go to "Update Personal Data" section (will be launched on 30 June) on the city'super HK App; or
- Login to your profile (will be launched on 30 June) at www.citysuper.com; or
- Email to contact@citysuper.com
 
2.2How will my personal data be used?
Your personal data will help us provide you with more customized offers and keep you informed with the products or activities that will be of interest to you. Please note that you will receive any of these information if you have chosen to receive any promotional message from us.
 
2.3How can I update my Month of Birth and Residential Address?
Your Month of Birth and Residential Address are based on the information provided at the time of registration. They will not be shown on the "Personal Data" section on the city'super HK App due to security reasons. To change, please visit any Customer Service Counter or call the Customer Service Hotline at 2736 3866 / super e-gold Priority Service Hotline at 2277 3288.
 
2.4What should I do if I forgot my login password?
You need to reset your password. Please click on "Forgot Password" on the login page of the city'super HK App or member site, and fill in your registered email address. Our system will automatically send you an email containing a URL; follow the instructions there to reset your password.
Reminder: The URL is valid for 6 hours. If you do not reset your password within that time, you will need to re-submit your "Forgot Password" request.
 
2.5What should I do if I forgot my registered email address?
Please contact our Customer Service Counter or call our Customer Service Hotline at 2736 3866 / super e-gold Priority Service Hotline at 2277 3288.
 
2.6What should I do if my membership account is locked?
To protect your privacy, your account will be locked after 5 invalid login attempts. To unlock your account, please click on "Forgot Password" on the login page of the city'super HK App or member site, and fill in your registered email address. Our system will automatically send you an email containing instructions to reset your password, which will unlock your account
 
2.7What should I do if I do not receive the email to reset password?
Please check your inbox folder as well as the junk folder. If such email is not received, please contact our Customer Service Counter or call our Customer Service Hotline at 2736 3866 / super e-gold Priority Service Hotline at 2277 3288.
 
2.8How is my personal data protected?
City Super Limited (CSL) is committed to safeguarding the privacy of customers in accordance to the Hong Kong Personal Data (Privacy) Ordinance (Chapter 486) under the laws of Hong Kong. When you register as a super e member, the information provided is automatically submitted to CSL. All personal data are for internal use only. After receiving your consent to use your personal data, we will keep you abreast of new products, special offers and other special promotions at city'super. For details, please refer to http://www.citysuper.com.hk/en/Special-Pages/privacy-policy.

3Use of membership card and city'super HK App

 
3.1 How can I download the "city'super HK" Mobile App?
You can download the "city'super HK" Mobile App on App store / Google Play by searching "city'super HK" on mobile devices. The Mobile App supports devices using iOS 7.0 or above, and Android 4.1 or above.
 
3.2 How can I get the electronic membership card?
After successful registration as a super e member, you can download the city'super HK App at App Store / Google Play and login to get your electronic membership card.
 
3.3 How can I apply for a physical membership card?
super e members can pay an administration fee of HK$40 to apply for a physical membership card, while super e-gold members can apply for a physical membership card free-of-charge at the Customer Service Counter during membership upgrade.
 
3.4 How can I pay and earn loyalty points with my electronic membership card?
Please present your electronic membership card before checkout. Our Cashier staff will scan the QR code and the loyalty points will be credited automatically to your account. Your spending record will also be updated. You can also pay by the stored value in your card to enjoy an even more convenient shopping experience!
 
3.5 What should I do if my electronic membership card does not have enough stored value to pay the full transaction amount?
You can pay partially with the stored value and the rest by cash, credit card, EPS or Octopus.
 
3.6 Can I have the stored value refunded or transferred to other membership card?
The stored value in your membership card cannot be refunded, transferred, or exchanged for cash.
 
3.7 Why is my electronic membership card being declined?
For security reasons, the QR Code on your electronic membership card is only valid for a limited time. If an invalid message appears or a payment timeout occurs, please tap "Refresh" to refresh the code.
 
3.8 Can I use my membership card at city'super stores in Taiwan and Shanghai?
Your membership card is only applicable for use at city'super, LOG-ON and cookedDeli stores in Hong Kong.
 
3.9 Can I claim the loyalty points at a later time if I forgot to bring my membership card?
Before checkout, please go to the Customer Service Counter for identity verification and collect a Member Record Card / Barcode if you forgot to bring your membership card. This serves as a record of your spending and the loyalty points you earn. Any claim request of loyalty points after the transaction is made will not be entertained.
 
3.10  What should I do if I cannot refresh my electronic membership card due to unstable network?
You can load your electronic membership card in advance at places with good network reception, or use the contingency approach as if you have forgotten your membership card. To protect your benefits, you cannot use any stored value or eCoupon in that transaction.
 
3.11 What should I do if there is potential unauthorized use of my card as a result of my membership card or mobile phone being lost or stolen?
You should report the lost at any Customer Service Counter or call our Customer Service Hotline at 2736 3866 / super e-gold Priority Service Hotline at 2277 3288. Your electronic membership card and physical membership card (if any) will then be terminated, and any stored value and loyalty point in the card will be frozen immediately. The stored value and loyalty point balance will only be transferred to your new membership account until it is set up and logged in. You can pay an administration fee of HK$40 at any Customer Service Counter for re-issuance of a physical membership card.
 
3.12 Can I use the city'super HK App on multiple devices at the same time?
For security reasons you cannot login to the city'super HK App on multiple devices at the same time. If you log into your account using a second device, the first device you logged into the account with will be logged out.
 
3.13 Why does the city'super HK App log out automatically?
For security reasons you cannot login to the city'super HK App on multiple devices at the same time. If you log into your account using a second device, the first device you logged into the account with will be logged out.
 
3.14 What should I do if I cannot download or open the city'super HK App?
Please follow these instructions if you cannot download the app:
- Check your device to see if it supports the version of iOS or Android required for the city'super HK app
- Check the network connection, ensuring that your device is connected to the internet & reboot your device
- Check your device has more than 100MB of storage available
- Make sure the Download Manager is turned on (Android only)

Please follow these instructions if you cannot open the app:
- Reboot your device
- Delete the city'super HK app and reinstall the latest version of the app from the App Store or Google Play Store

4Loyalty point and accumulated spending

 
4.1Will my loyalty point and spending records be updated immediately?
Your loyalty point and spending records will be updated within 36 hours after a purchase is made (except designated promotional offers).
 
4.2What is the definition of Accumulated Spending, as shown on the spending record?
Accumulated Spending refers to your total net spending before the anniversary of your membership, i.e. a period of 12 months from the date your membership started. super e-gold membership renewals and upgrades are calculated using your Accumulated Spending. You can check your anniversary date through the following ways
- Use the city'super HK App; or
- Login to member site; or
- Check the balance record as shown on the receipt; or
- Call our Customer Service Hotline at 2736 3866 / super e-gold Priority Service Hotline at 2277 3288; or
- Check with our Customer Service Counter staff
 
4.3How can I earn loyalty points and accumulated spending?
super e and super e-gold members can earn 1 loyalty point for every HK$1 spent. Purchases of city'super Gift Card or Shopping Voucher, stored value top-up, delivery charge and gift wrapping charge are not eligible for loyalty points or accumulated spending.
 
4.4How can I check my spending or loyalty point records?
You can check your spending or loyalty point records through the following ways
- Tap the "Spending and Loyalty Point Record" on your electronic membership card. The last 10 purchase transactions (excluding returns or refunds) at city'super, LOG-ON and cookedDeli stores as well as the official eShop will be shown. Loyalty point is accumulated on a daily basis, and those earned on the last 10 days from spending at city'super, LOG-ON and cookedDeli stores as well as the official eShop will be shown (excluding loyalty point adjustments as a result of returns, refunds, expired loyalty point or redeem of Reward eCoupon); or
- Login to member site; or
- Check the balance record as shown on the receipt; or
- Call Customer Service Hotline at 2736 3866 / super e-gold Priority Service Hotline at 2277 3288; or
- Ask our Customer Service staff
 
4.5What will happen to the loyalty points earned after a return or refund is arranged?
If you cancel a transaction or arrange a refund, the loyalty points earned for that transaction will be deducted automatically, including extra bonus points earned in designated promotional offers.
 
4.6What should I do if there is discrepancy between the spending amount and loyalty points earned?
Please contact our Customer Service Counter or call our Customer Service Hotline at 2736 3866 / super e-gold Priority Service Hotline at 2277 3288. Please note that you may be required to provide the corresponding sales receipt for verification and adjustment.

5eCoupon

 
5.1What is eCoupon?
We offer different types of eCoupons including Promotion eCoupon, Reward eCoupon and Gift eCoupon.
  • Promotion eCoupon – Promotional offers tailored for members
  • Reward eCoupon – Redeem automatically according to the loyalty points earned from spending at city'super, LOG-ON and cookedDeli stores as well as the official eShop. Spend more and earn more rewards
  • Gift eCoupon – Surprising offers on special occasions
 
5.2How can I use my eCoupon?
eCoupon can only be used at the stores in Hong Kong. To use a Promotion eCoupon or Reward eCoupon, simply present it to the Cashier staff when checkout. For Gift eCoupon, please present it at any Customer Service Counter to collect the gift. Please also refer to the terms and conditions on the eCoupon.
 
5.3Why is my unused eCoupon gone?
There is a validity period for every eCoupon. The "eCoupon" section on the app will only show those eCoupons in effect. Any expired or used eCoupon will be deleted automatically. Regarding the validity period and details of eCoupon, please refer to the terms and conditions as stated on the "eCoupon" section.
 
5.4How can I check the eCoupon in my membership card?
- Use the city'super HK App; or
- Ask the Cashier when checkout; or
- Login to member site; or
- Ask our Customer Service staff
 
5.5Can I use my eCoupon for online transactions at eShop?
All eCoupons can only be used at the retail stores in Hong Kong. They are not accepted for transactions at eShop.
 
5.6How can I redeem an eCoupon with the accumulated loyalty points?
Upon accumulation of a certain amount of loyalty points, an eCoupon will be issued automatically and the corresponding loyalty points will be deducted. eCoupon(s) will be automatically issued by the system the following day based on the accumulated loyalty point record:
- super e: accumulated points of every 1,500 will be entitled to an eCoupon valued at HK$50
- super e-gold: accumulated points of every 10,000 will be entitled to an eCoupon valued at HK$200
 
5.7Will I receive a notification after the eCoupon is issued automatically by the system?
If you have consented to receive promotional information from us, you will receive an email and city'super HK App notification including the eCoupon's expiry date. A further email notification will be sent to you 7 days before the eCoupon expires, reminding you to use it.
Reminder: You can choose to receive promotional information from us through the follow ways
- Use the city'super HK App; or
- Login to member site; or
- Call our Customer Service Hotline at 2736 3866 / super e-gold Priority Service Hotline at 2277 3288; or
- Ask our Customer Service Counter staff
 
5.8Can I authorize someone to redeem or use my eCoupon?
eCoupon cannot be transferred. You have to present your membership card for verification when used.

6Migration

 
6.1What is Membership Migration?
Our revamped super e membership program has been launched. This involves system update, introduction of electronic membership card as well as enhanced reward scheme, privileges and services. Therefore, existing members will be invited by batches for Membership Migration to transfer their current membership information to the new accounts.
 
6.2When will the Membership Migration exercise commence?

The Membership Migration exercise will commence from mid June 2015 by batches. Members will receive an email and/or SMS invitation. If you have not yet received the invitation, please wait patiently while we try our best to arrange it as soon as possible.

For any enquiry, please call city'super Membership Migration Hotline at (852) 2277 3200 (operating from 10am – 10pm, Monday – Sunday) or visit one of the following Membership Migration Counters in person:
- city'super, ifc mall, Central
- city'super, Times Square, Causeway Bay
- city'super, Harbour City, Tsim Sha Tsui
- city'super, New Town Plaza, Shatin
- LOG-ON, Festival Walk, Kowloon Tong
- LOG-ON, apm, Kwun Tong
- LOG-ON, cityplaza, Taikoo Shing
 
6.3When am I required to complete the Membership Migration? Can I be excluded from the Membership Migration exercise?
Your current membership card will be phased out sometime this year. You are advised to complete the migration procedure as soon as possible after receiving the Membership Migration invitation. You can get welcome bonus points (super e: 500 points; super e-gold: 2,500 points) if you successfully complete the Membership Migration online, download and login to city'super HK App within 14 days after the invitation email or SMS is sent.
 
6.4I want to upgrade to super e-gold membership using the current program’s criteria. Should I continue with the Membership Migration procedure?
super e member who wants to upgrade to super e-gold membership within this year with accumulated loyalty points of 25,000 or above should complete the upgrade within the validity period of the current membership program before proceeding to Membership Migration. Please note that Membership Migration once confirmed cannot be cancelled.
 
6.5What are the channels for Membership Migration?
Upon receipt of "Membership Migration" email or SMS invitation, you can follow the instructions to complete Membership Migration quickly and easily via our online platform. Alternatively, you can visit one of the following Membership Migration Counters in person with your membership card. Please note that due to limited service capacity at the counters, you may have to queue and wait. Your patience will be greatly appreciated.
- city'super, ifc mall, Central
- city'super, Times Square, Causeway Bay
- city'super, Harbour City, Tsim Sha Tsui
- city'super, New Town Plaza, Shatin
- LOG-ON, Festival Walk, Kowloon Tong
- LOG-ON, apm, Kwun Tong
- LOG-ON, cityplaza, Taikoo Shing
 
6.6How can I get the welcome bonus points for Membership Migration?
You can get welcome bonus points (super e: 500 points; super e-gold: 2,500 points) if you successfully complete Membership Migration online, download and login to city'super HK App within 14 days after the invitation email or SMS is sent. The welcome bonus points will be credited automatically to your account without further notice.
 
6.7What are the points to note before Membership Migration?

To ensure accurate transfer of membership information and stored value, members are advised not to perform Membership Migration on the day of purchase. Please postpone the procedure until the next day if you have made a transaction with your card.

Please have your membership card ready before you start the migration, as you will be required to enter your Membership ID for identity verification. If you have lost your membership card, please call city'super Membership Migration Hotline at (852) 2277 3200 or visit any Customer Service Counter to report the lost card.
 
6.8What should I do if I forgot my Membership ID or lost my membership card?
Please call city'super Membership Migration Hotline at (852) 2277 3200 / Customer Service Hotline at (852) 2736 3866 (operating from 10am – 10pm, Monday – Sunday) or visit any Customer Service Counter to report the case.
 
6.9Can I cancel the migration and retain my original membership after Membership Migration is confirmed?
Once confirmed, Membership Migration cannot be cancelled. All transactions and loyalty points will be recorded according to the new super e membership program. The original membership will not be retained.
 
6.10 Can I continue to use my current membership card after successful Membership Migration?
Your current membership card will become invalid immediately after submitting your Membership Migration application. To protect your identity, please dispose of your old super e membership card immediately. You are also invited to download city'super HK App to get your electronic membership card to enjoy a brand new shopping experience and a host of member privileges. For super e-gold members, in addition to the electronic membership card, a new physical super e-gold membership card is also available for pick up at the selected store.
 
6.11 Can I combine multiple membership cards and merge data such as membership information, eCoupons and stored values into a single account during Membership Migration?
If you have more than one membership, you will need to migrate individually for each of the memberships. Please note that an email address can only be registered once. Membership information, eCoupons or stored values cannot be combined nor transferred.
 
6.12 Why is my record shown today on Member Zone different from yesterday’s?
Our Membership Migration system update is conducted every night at 11:59pm. Any change of stored value or loyalty point will be shown on the system.
 
6.13 How can I check my migration status after Membership Migration is done?
Upon completion of Membership Migration, all relevant information will be updated in the midnight. A confirmation email and/or SMS will be sent to you before noon the following day and your new super e membership will be ready to use. If you do not receive any confirmation within two working days, please call our Membership Migration Hotline at (852) 2277 3200 (operating from 10am – 10pm, Monday – Sunday) or visit one of the following Membership Migration Counters in person:
- city'super, ifc mall, Central
- city'super, Times Square, Causeway Bay
- city'super, Harbour City, Tsim Sha Tsui
- city'super, New Town Plaza, Shatin
- LOG-ON, Festival Walk, Kowloon Tong
- LOG-ON, apm, Kwun Tong
- LOG-ON, cityplaza, Taikoo Shing
 
6.14 How is the "Yearly Accumulated Spending" shown on my membership status page calculated?
The new membership program will replace and convert the existing "Yearly Accumulated Points" to "Yearly Accumulated Spending" as the criteria for membership upgrade. You will have your first membership anniversary date extended to 31 December 2016 if you successfully migrate on or before 31 December 2015. This allows you to enjoy longer accumulation period for loyalty points and spending.
 
6.15 How is the "Redeemable eCoupon(s) with Current Loyalty Points" shown on my membership status page calculated?
Your "Quarterly Accumulated Points" (for super e members) or "Yearly Accumulated Points" (for super e-gold members) will first be redeemed under the existing program:
  Existing Program
super e Accumulate 1,500-2,999 points in a quarter → Redeem a HK$50 eCoupon
Accumulate 3,000 points or above in a quarter → Redeem a HK$150 eCoupon
super e-gold Every 25,000 points accumulated in a year → Redeem a HK$500 eCoupon

After the number of redeemable eCoupon(s) is calculated using the existing program, the remaining loyalty points in your account will be used to redeem Reward eCoupon(s) using the new program’s reward scheme:
  New Program
super e Every 1,500 points accumulated in a year → Redeem a HK$50 Reward eCoupon
super e-gold Every 10,000 points accumulated in a year → Redeem a HK$200 Reward eCoupon
 
6.16 How long is the validity period of Reward eCoupon?
Reward eCoupon is valid for 60 days under the new membership program. Any expired or invalid eCoupon will not be re-issued. The total value of an eCoupon will be deducted in full when used. Any unused balance will be forfeited. Please also refer to the terms and conditions listed on the eCoupon.
 
 
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super e Member

Applicable to current members who have completed membership migration procedure and newly registered on or after 15 June, 2015.

Enter your membership information

Check Out as Guest or Non-migrated Member

If you choose not to join super e membership program, your personal information will only be used in this transaction.

Member must login to obtain loyalty points. Learn more at Terms & Conditions and FAQ.
City Super Limited will not accept any claim of missing points after transaction.
 
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