Technical Support

  • 1. I have forgotten my password. How can I reset it?

    To reset your password, you may follow the simple steps below:  

    Mobile App or Website

    • Launch the CapitaStar App or visit CapitaStar.com
    • Select “Forgot Password”
    • Enter the required fields, an SMS One-Time Password (OTP) will be sent to you 
    • Proceed to login into your account with the One-Time Password (OTP) received 
    • You will be prompted to create a new password upon your successful login

    Alternatively, click here to access “Forgot Password” page directly.

     

  • 2. I am previously a kiosk user and I do not have a password. How can I login to CapitaStar App?

    To access your account, you may create a new password through the following steps:  

    Mobile App

    • Download and launch the CapitaStar App
    • Tap on “Previously a Kiosk User?” 
    • Enter the required fields
    • You will receive an SMS One-Time Password (OTP) to access your account  
    • You will be prompted to create a new password upon first successful login

    Website

    • Click on the icon on the top right of the screen “Login/Register”.
    • Tap on “Forgot Password” 
    • Enter the required fields
    • You will receive an SMS One-Time Password (OTP) to access your account  
    • You will be prompted to create a new password upon first successful login

     

  • 3. I tried to reset my password through “Forgot Password” option but I was brought to a login page after I key in my details, what should I do?

    If you have entered the required fields correctly, you should receive an SMS One-Time Password (OTP) sent to you. Proceed to key in your OTP at the login page to proceed.

  • 4. How can I update my registered mobile number and email address?

    You can change your registered mobile and email address anytime. However, do ensure that the email address and mobile number updated are valid and solely owned by you. 

    There are two ways to update your details:

    Mobile App

    • Download and launch the CapitaStar App
    • Select Icon at top left hand corner and tap on your registered name displayed
    • On your profile page, tap on “Edit Profile”
    • Key in your preferred email address or mobile number*
    • Click on “Save Changes” to complete

    *For mobile number updating, you will receive an SMS One-Time Code (OTC) for verification. Simply key in the 6-digit OTC received to verify the change. 

    Website 

    • Login to your CapitaStar account at https://www.capitastar.com.sg 
    • Click on your available STAR$ balance 
    • Select “My Profile” from the dropdown menu
    • Key in your preferred email address or mobile number*
    • Click on “Update” to complete

    *For mobile number updating, you will receive an SMS One-Time Code (OTC) for verification. Simply key in the 6-digit OTC received to verify on the changed mobile number.

     

  • 5. During sign-up, I encountered an error message “NRIC/FIN already exists”, what should I do?

    If you encountered this error message, you may have an existing membership with us. 

    To access your existing account, try to reset your password through the following steps:  

    Mobile App or Website

    • Launch the CapitaStar App or visit CapitaStar.com
    • Select “Log In” 
    • Tap on “Forgot Password”
    • Enter the required fields, an SMS One-Time Password (OTP) will be sent to you 
    • Proceed to login into your account with the One-Time Password (OTP) received 
    • You will be prompted to create a new password upon your successful login

    Alternatively, click here to access “Forgot Password” page directly.

     

  • 6. During sign-up, I encountered error message “Email already exists”, what should I do?

    If you are prompted with the error message, you may check the following:

    • Check that your email address entered is correct
    • Check that there is no space entered between the characters
    • Check if you are sharing this email address with anyone

    If you have checked all of the above and are still receiving the error message, please approach our Customer Service Assistant at any of our Participating CapitaLand Malls for assistance.

     

  • 7. During sign-up, I encountered error message “Mobile no already exists”, what should I do?

    It is important that you update a valid mobile number as it will be registered as your unique identifier for CapitaStar program. 

    If you are prompted with the error message, you may check the following:

    • Check that your mobile number entered is correct
    • Check that you have selected the country location correctly
    • Ensure that you are the only owner for the mobile number

    However, if you are the owner of the mobile number and have never created an account with us before, please approach our Customer Service Assistant at any of our Participating CapitaLand Malls for assistance. 

     

  • 8. I did not receive any One-Time Code (OTC) sent to me during registration, how do I proceed?

    If you did not receive any One-Time Code (OTC) shortly after submission, do attempt the following first: 

    • Check that you have selected the correct country location
    • Check that you have entered the correct mobile number
    • Click on “Resend” on the verification code screen to request for a new OTC

    If you are still not receiving the OTC after attempting the above, do restart your mobile phone and try again. Alternatively, you may contact our CapitaStar Customer Service Hotline at Tel: (65) 6631-9931 or Email to ask_us@capitastar.com. 

     

  • 9. I have received an SMS One-Time Code (OTC) to verify my mobile number, however I was prompted with error message “Incorrect OTC, please enter again”, what should I do?

    You may click on “Resend” to request for a new OTC. If it still doesn’t work for you, kindly contact our CapitaStar Customer Service Hotline at Tel: (65) 6631-9931 or Email us at  ask_us@capitastar.com

  • 10. I encountered error message “NRIC/Email/Mobile or Password is invalid” when I try to login. How do I proceed?

    If you are prompted with the error message, you may check the following:

    • Check that your information entered is correct
    • Check that there is no space entered between the characters

    However, if you still encounter the same error message, it is recommended for you to reset your password through “Forgot Password” option. Please refer to point 1 for more information. 

     

  • 11. Why is the CapitaStar App on my iPad not shown on full screen?

    The CapitaStar App is currently not optimized for use on all iPad and Tablet devices at the moment, therefore the App will not be shown on full screen.

  • 12. I have encountered other problems when using the CapitaStar App. What can I do?

    If you have encountered any other errors not mentioned above, do capture a screenshot of the error and email to us at ask_us@capitastar.com