Lost & Damaged Card

How long does it take before my SMAC replacement is ready for claiming?

Replacement for damaged, stolen, or lost cards will be available within 7 to 14 days from your date of application.

What do I do if I lost my SMAC?

To report a lost card and immediately block it, choose from the following options:

  1. Email SMAC Assist at feedback@smadvantage.com and provide the following:
    • Name on Card
    • Date of Birth
    • Mobile Number
    • Email address
  2. Go to the nearest Customer Service Counter of any The SM Store branch to report the loss and file a request for replacement. Please note that there is a replacement fee of P80. Remaining points from your lost card will be automatically transferred to your new card.

What should I do in case my card becomes defective?

Should your SMAC not work, you may go to the nearest Customer Service Counter and request for a replacement card.

SMAC carries a three-month warranty (from date of activation) against faulty smart chips or magnetic strips, during which time no fee will be charged for card replacement. After the three-month warranty period, replacement of cards with faulty chips or magnetic strips will be charged P80.

The warranty does not cover damage resulting from abuse, misuse and negligence on the part of the member. Therefore, the replacement fee of P80 will still be charged even within the three-month warranty period if the SMAC shows signs of physical damage (i.e., folded, warped, or scratched, etc.).