Looking for the current rates and caps? They live in Earn Max Miles with the Chocolate Visa Card. This article is for working out why miles are missing or lower than expected.
Find the symptom that matches what you see, then follow the action under it.
Missing or lower miles for a whole month
I used to get bonus miles based on my balance. Where is my Miles Multiplier?
I used to get bonus miles based on my balance. Where is my Miles Multiplier?
The Miles Multiplier ended on 31 August 2026, and no Multiplier is earned for any month after August 2026.
The final Multiplier payout, covering August 2026, is credited during the first week of September 2026 for qualifying accounts. If you qualified and are still waiting, check your Max Miles activity after that week.
The Miles Multiplier was retired when the card moved to its current earn rates and Miles for Returns. The card's current earn rates are in Earn Max Miles with the Chocolate Visa Card, and conversions are covered in the Miles for Returns article.
If your card spend has also stopped earning, see the next symptom: the balance requirement.
I earned miles last month but not this month
I earned miles last month but not this month
The most likely cause is the balance requirement: from October 2026, Chocolate card spend earns Max Miles in a month only if the average daily balance in your Chocolate account was at least S$5,000 in the previous month.
The requirement is measured on your SGD balance only. USD balances do not count. September 2026 has no balance check, so September spend earns for everyone. October 2026 is the first month checked, based on your average daily balance in September.
If your average daily balance fell below S$5,000 last month, this month's spend does not earn. Once your average daily balance for a full calendar month is back at S$5,000 or more, earning resumes automatically the following month. You do not need to re-link your card or contact support.
If your balance met the requirement and you still see no miles, work through the transaction symptoms below, or contact support with the details listed at the end of this article.
My spend near the start or end of the month earned at the wrong rate
My spend near the start or end of the month earned at the wrong rate
The monthly cap runs by calendar month and resets on the 1st.
If a transaction near the month boundary earned at an unexpected rate, check which month the charge landed in via your HeyMax activity, and contact support if it looks wrong.
Missing miles on a specific transaction
The transaction is still pending
The transaction is still pending
Max Miles stay pending until the payment settles, typically within 7 days of the charge.
Pending miles are tracked from the moment a payment is charged and are credited once it settles. Bus and MRT fares appear only after your card is charged, usually at 6 am the next day.
If a transaction has been pending for more than 7 days, contact support with the transaction details.
The transaction is under S$0.50
The transaction is under S$0.50
Transactions under S$0.50 do not earn Max Miles.
This is the minimum transaction amount for earning. There is no action to take.
The payment is a wallet top-up or an excluded category
The payment is a wallet top-up or an excluded category
Wallet top-ups, such as EZ-Link or SimplyGo, do not earn Max Miles.
The current list of eligible payments and exclusions is in Earn Max Miles with the Chocolate Visa Card. If the merchant is not in an excluded category and the transaction still earned nothing, contact support.
The payment was made through AXS
The payment was made through AXS
AXS payments are currently paused and do not earn Max Miles.
The Chocolate card cannot currently be used as a payment method on AXS. Chocolate reviews its spend categories periodically and is evaluating whether to bring AXS back. Chocolate's card FAQ has the current position.
Bill payments stopped earning partway through the month
Bill payments stopped earning partway through the month
Bill payments stop earning Max Miles once you reach the monthly bill payment cap of 300 Max Miles in a calendar month.
Once the cap is reached, nothing further earns on bill payment categories until the cap resets on the 1st of the next month. Spend outside bill payment categories is not affected.
The list of what counts as a bill payment is in Earn Max Miles with the Chocolate Visa Card.
Your Chocolate Finance and HeyMax emails do not match
Your Chocolate Finance and HeyMax emails do not match
Your Chocolate card spend earns Max Miles only if the email on your Chocolate Finance account matches the email on your HeyMax account.
Check the registered email in both apps. If they differ, update one so both match. If miles are missing for spend made while the emails differed, contact support.
Your card is not linked or verified on HeyMax
Your card is not linked or verified on HeyMax
Spend earns Max Miles only after your Chocolate card is linked and verified on HeyMax, and transactions made before linking do not earn retroactively.
Linking your Chocolate Finance account is separate from linking your card. Card spend earns only when the card itself is linked and verified.
In the HeyMax app, open Cards and select your Chocolate card to check its status. If it is not linked or not verified, follow Set up and manage your Chocolate card on HeyMax.
The transaction was refunded or reversed
The transaction was refunded or reversed
If a card transaction is refunded, the corresponding Max Miles are rejected or deducted.
A partial refund deducts the proportional share of the miles. A temporary authorisation hold (often S$1) can earn pending miles that are reversed when the hold is released.
The activity was flagged as unusual or non-personal
The activity was flagged as unusual or non-personal
Max Miles from transactions flagged as unusual, suspicious, or inconsistent with personal use, including business spend, can be withheld or clawed back.
The Chocolate card partnership is intended for personal transactions only. HeyMax and Chocolate monitor and review transactions, and flagged transactions may be investigated. For more, see the HeyMax Terms and Conditions.
My Miles for Returns conversion didn't arrive
My Miles for Returns conversion didn't arrive
Conversions are credited instantly. If the miles are not showing, the first thing to check is that your Chocolate and HeyMax accounts use the same email address.
How conversions work is covered in the Miles for Returns article. If the emails match and the miles are still missing, contact support.
Contact support
If no symptom above matches, or the action did not resolve it, contact HeyMax support in the HeyMax app and raise a Chocolate card Max Miles support ticket. Include:
the date of the transaction
the amount and currency
the last 4 digits of your Chocolate card
the merchant name
screenshots of the transaction in the Chocolate Finance app, where relevant
For a Multiplier or balance requirement question, state the month you are asking about instead of a single transaction.