Frequently Asked Questions: Website Migration


1. Why are you migrating your website?

We are migrating our website because we have upgraded our hosting infrastructure, and are carrying out rebranding efforts for a better experience for all our customers. This may also involve changing domain names, transferring data, and updating website settings to ensure a smooth transition.


2. What happens if I face technical issues after the migration is complete?

We are committed to ensuring a seamless experience for our users. If you encounter any technical issues after the migration, please reach out to our customer support team immediately.


3. Will my login credentials remain the same after the migration?

Your login credentials should remain the same. You will need to reactivate your account again by resetting your password with your previous email.


4. How do I reactivate my account?

Step 1, Click the Login icon on the top right corner

Step 2, Click [Forget Password]

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Step 3, Fill up your previous email, a recovery email will be sent to your email to reset your password

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Step 4, Reset your password

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Step 5, You’re all set!

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5. What do I get after reactivating my account?

You will get 1000 loyalty points & RM120 total worth of vouchers in compensation for the disruptions in the points display, records, and order history. The voucher distribution will end after 10th August 2023. Kindly claim all your vouchers before 10th August 2023 at 12:00 am.


6. How to claim the RM120 worth of vouchers? Is there a deadline to claim the vouchers?

Yes, customers can only claim the vouchers before 10th August 2023 at 12:00 am. We will stop distributing the RM120 worth of vouchers after 10th August 2023.

Step 1, Log in to your account

Step 2, Click [My Account]

Step 3, Click [Rewards]

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Step 4, Go to [Shop Rewards] and you can redeem all your vouchers there.

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7. When will I get the 1000 loyalty points?

Your 1000 loyalty points will be reflected in your account from 1st August 2023 onwards, if you do not see it in your account, you may reach out to our customer support team for further assistance.


8. What should I do if I encounter issues accessing the website post-migration?

If you experience difficulties accessing the website www.love18chocolate.com, try clearing your browser cache and cookies first. If the problem persists, you may reach out to our customer support team for assistance.


9. How can I contact customer support?

You can reach our customer support team through the "Contact Us" page on our website or by sending an email to sales@love18.cafe or call us at +6012-315 5418. We are available to assist you during our business hours from Monday to Friday, 9:00 AM to 5:00 PM.


10. I can't find my loyalty points after the migration. What happened to them?

We truly apologize for any inconvenience caused. During the website migration, there might have been a temporary disruption in the loyalty points display as well as all the past records. However, don’t worry, we will compensate 1000 loyalty points to all the customers who reactivate their account. If you have any other issues, please contact our customer support team, and we'll fix the issue promptly.


11. Will my order history be affected by the migration?

Your order history should remain intact after the migration. However, if you notice any discrepancies or missing information, please notify our customer support team, and we'll investigate the matter.


12. Is my payment information secure during the migration process?

Absolutely! The security of your payment information is our top priority. We have taken all necessary precautions to ensure that your data remains protected during the migration process.


13. Can I still place orders?

Yes, you can continue to place orders. You may contact our customer support team for assistance if any issues arise.


14. Will there be any changes to the website's layout and design?

We aim to maintain the website's familiar look and feel. However, there might be some minor visual changes as we optimize the site for a better user experience.

15. What is your new website domain name?

Our domain name or website URL has changed to www.love18chocolate.com


If you have any other questions or concerns not covered in this FAQ, please don't hesitate to contact our customer support team. We appreciate your understanding and patience during this migration process and thank you for your support along the way! :)