STARR KL

Get help with the app

Last updated: September 2026

If something in the app is not working, or you need a hand with your membership, we would rather hear about it than have you stand at the door with a card that will not scan.

Contact us

Before you write in

Most of what goes wrong has a short answer.

I cannot sign in.

Signing in sends a six-digit code to your email address. Check your spam or junk folder — that is where it usually is. The code expires after a short while; if yours has, ask for a new one rather than retyping the old one. If your email address has changed, write to us, because the app cannot move an account to a new address on its own.

The code never arrives.

Give it a minute, then request one more. If two never arrive, email us from the address you are trying to sign in with, so we can check it is the one on your membership.

My membership card will not scan at the door.

The QR code on your card changes every thirty seconds, on purpose — that is what stops a screenshot of it being passed around. So a screenshot will not work; the door needs the live card on your phone. Turn your screen brightness up, hold the phone still, and let the code refresh once if the first attempt fails. If it still will not scan, the door team can find you by name.

My points look wrong.

Points are added by the club, not by the app, and they appear once a member of staff has recorded the spend against your account. That can lag a night or two after a busy Saturday. If the number still looks wrong after that, email us with the date you were in and we will check the ledger.

I redeemed a reward and the voucher has gone.

Vouchers live under My Vouchers on the Rewards tab. They expire, and once the bar scans one it is marked used and stays there as a record. If a voucher vanished without being used, tell us which reward it was and when.

I booked a table and nothing has happened.

A booking is confirmed by the club once your deposit lands in the club's bank account. The app never takes a payment and never sees your card — you transfer the deposit yourself, in your own banking app, to the account shown on the booking screen. If you have transferred and the booking still shows as unpaid the next day, email us with the transfer reference.

I want to cancel a booking.

Open the Account tab, find the booking under Reservations, and cancel it there. Deposits on a confirmed table are non-refundable — the app tells you this before you agree to it, and agreeing is recorded against the booking.

I am not getting notifications.

Check two things. First, that notifications are allowed for STARR KL in your phone's own settings. Second, the Preferences section on the Account tab, where you can turn table drops, door alerts and the monthly point summary on and off independently. The app works fine with all of them off.

I want to delete my account.

You can do that yourself, in the app, in under a minute. Open the Account tab, scroll to the bottom and tap Delete account. See Delete your account for what is removed and what is not.

Things the app does not do

Worth stating plainly, because people ask.

• The app never takes a payment. There is nothing to buy in it. Table deposits are transferred by you, from your own bank, directly to the club.
• The app never asks for a card number, and there is no card stored anywhere in it.
• Points cannot be bought. They are earned only on what the club records against your account.
• The app does not know where you are. It asks for no location permission and reads no GPS.

Membership, entry and house matters

Anything about membership itself — joining, tiers, guest lists, dress, table minimums, or a problem that happened at the club rather than in the app — is best raised with the club directly at the address above. This page is here for the app; the club is here for the club.

STARR is an adults-only venue and serves alcohol. The legal drinking age in Malaysia is 21.