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Scooter’s Coffee Mobile App

FAQs
Loyalty Information

Can I transfer progress from the old loyalty program to the app?

  • Absolutely! As long as you register the app with the same email address associated with your old Scooter’s Coffee account, your Smiles and available credit balance should automatically transfer to the new app.
  • If you don’t see your points automatically transfer to the app, please reach out to us at scooterscoffee@thelevelup.com so we can assist. Please note the email address you had on file with the old loyalty program so we can locate your points.

Where can I see my loyalty progress?

  • Your rewards progress is reflected in the “My Rewards” part of the Scooter’s Coffee app. It will give you a quick glance at the Smiles you have earned and how many Smiles to go until your next reward is unlocked.
  • It’s important to note that your Smiles will expire 365 days after they are earned on your account.

How do I earn a reward with the loyalty program?

  • Scooter’s Coffee has a point-based loyalty program, which means you earn points for every $1 spent. Points are referred to as “Smiles” within the app. You will earn 3 Smiles for every $1 spent.
  • For every 180 Smiles you earn, you will get a free drink added to your account.
  • Additionally, Scooter’s Coffee may run promotions and give out rewards separate from the loyalty program. Keep an eye on your email inbox–any time you earn a reward you’ll be alerted via email that it has been added to your account!
Profile & Settings

How do I update my profile information (email address, phone number, birthday, password etc)?

  • Tap on the circle icon in the top right corner of your app and then select “About Me.” From here, you can change your personal information in the app, such as your email address, name, phone number, birthday, and gender.
  • You must input a name and email address into the app, but the birthday, gender, and phone number fields are optional. Please keep in mind that adding a birthday is necessary in order to receive birthday rewards.
  • You can also update your password from the “About Me” part of your app. Click on the “Password” field, and type in the new password that you would like to use.
  • Make sure to tap the “Update Account Info” button on the bottom of the page so your information is saved.

What is the “Security” option in my profile?

  • Tap on the circle icon in the top right corner of your app to bring up your profile. Then, scroll to the bottom of the menu and tap “Security.”
  • This option will allow you to set a 4-digit PIN number when accessing sensitive information in your Scooter’s Coffee app. This includes your profile information, credit card, and billing preferences. The app will also prompt you to input your PIN when the application has been inactive for 10 minutes or more.
  • After tapping “Security,” type in your desired PIN. Then, type it in once more to confirm.
  • Once the pop-up message confirms that your PIN is active, it will take ten minutes for the PIN Lock to take effect.

How do I disable Pin Lock?

  • Tap “Security” in your profile and you will be prompted to type in your current 4-digit PIN. Then, your PIN lock will be disabled and you will no longer be required to enter it before accessing your profile or payment preferences. Your pin will also no longer be required to start your app after inactivity.

What if I forget my PIN?

  • If you forget your PIN, uninstall and reinstall the application entirely from your device. This will have cleared your app’s settings and disabled Pin Lock. When you’re logged back in, you can now create a new PIN if you’d like (or leave your app without one).
  • If you’re still having trouble after trying these steps, please reach out to us at scooterscoffee@thelevelup.com so we can assist.

What if I have two accounts?

  • If you accidentally created a second account with another email address, please reach out to scooterscoffee@thelevelup.com so we can assist. Please note both emails in your outreach.
  • You may run into error messages if you have more than one account, as it is against our Terms of Service. Not to worry! We understand duplicate accounts can be created accidentally, and we’re happy to help you sort things out!
Receipts & Transaction History

How do I see my Transaction History?

  • Tap the circle icon in the top right corner of your app to reveal your profile. Then, tap “Orders.” Here, you can see your “Transaction History” for all orders placed through the app with your account.
  • If your orders look incorrect or blank, please log out and log back in to refresh your app. It is important to make sure you’re logged in with the same email and password that you originally registered with the app.
  • If you’re not sure which email that is, look in your inbox(es) for emails from Scooter’s Coffee/LevelUp containing emailed receipts and rewards. These notifications are automatically sent to the email on file with your account.
  • If you accidentally created a second account with another email address, please reach out to scooterscoffee@thelevelup.com so we can assist. Please note both emails in your outreach.
  • You may run into error messages if you have more than one account, as it is against our Terms of Service. Not to worry! We understand duplicate accounts can be created accidentally, and we’re happy to help you sort things out!

I need a receipt.

  • You will receive an emailed receipt for every purchase you make via the app; please check the email that you used to register.
  • If you aren’t sure which email is associated with your account, tap the circle icon in the top right corner of your app to access your profile. Then, tap “About Me.” Your email address will be visible underneath your first and last name.
  • If you do not see the receipt receipt in your inbox, please check your spam or junk folders and make sure the email in your profile is correct.
Missed Transactions

Can I get Smiles for a transaction not made through the app?

  • Absolutely! Send a picture of your receipt to scooterscoffee@thelevelup.com. If you no longer have your receipt, you can send a screenshot of your bank transactions with the Scooter’s Coffee purchase visible (omitting any sensitive or personal information). Once your proof of purchase has been received, a member of our team will reach back out to you soon!
  • The “Transaction History” part of the app cannot be edited, so manually adjusted purchases will not show there. You will see Smiles progress in the “Loyalty” section of your app when our team confirms your Smiles have been added.

What if I don’t have a receipt and I paid in cash?

  • We need proof of purchase in order to add Smiles to your account manually. We apologize for any inconvenience!
How Do Rewards & Credits Work?

Where can I see what rewards I have available to use?

  • Tap on “My rewards” on the bottom of your app’s home page. There are two tabs that you will see after tapping “My Rewards” – “Loyalty” and “Status”- and you can swipe left or right between them.
  • The “Loyalty” tab shows your current Smiles progress towards unlocking your next loyalty reward, as well as the available rewards and credits in your account.
  • At the bottom of the “Loyalty” tab, you will see a banner that says “X Available Rewards.” Tap or swipe up on this banner to reveal all spendable credit/rewards in your account.
  • The “Loyalty” tab also shows your Smiles progress towards unlocking your next loyalty reward. As a reminder, you will earn a free drink for every 180 Smiles earned through the app ($1 earns 3 Smiles, so that’s $60 spent).

How do I use a reward?

  • Rewards available on your account will be redeemed automatically towards your next purchase via the app, provided you have not saved the reward for later use.
  • Neither you nor the cashier need to do anything extra to redeem your reward; if it is for a specific item, just be sure to order that item and the reward will apply!

If I don’t want to use a reward right now, can I save it for later?

  • Some rewards can be saved for later and others must be used right away. Navigate to your “Rewards” page by tapping “My Rewards” on the main page of your app. Swipe up from the bottom on the banner where you see “X Available Rewards” to reveal the list. If there is a toggle next to the reward, then you can save it for later use by tapping on the toggle to switch the reward “off”.
  • When a reward is saved for later, the toggle will grey and switched to the left. If the reward is available for redemption, the toggle will be red and switched to the right. If there is no toggle shown next to a reward, then it cannot be saved.
  • Please note that saving a reward for later will not extend the expiration date.

When do my rewards expire?

  • Some rewards expire, while other rewards do not. You can check for expirations typically by looking in two locations- the “My Rewards” section of the app next to or underneath the reward and the email alert that was sent to you when the reward was added to your account.
  • If there is no expiration date listed, then it likely does not expire.

Help! I received an email about a reward but don’t see it in my app.

  • The email you received may have a button to click to add the reward to your account. Otherwise, it may only be redeemable during a certain time of day (for example, lunchtime or dinner). If that’s the case, the reward may only be visible during the times you are able to redeem it.
  • View the original email sent to you at the time you received the reward for specific redemption times and qualifying items.
  • Try logging out and logging back in (with your same email and password) to refresh the app’s display of available rewards.

Help! The app said I unlocked a loyalty reward but it didn’t apply to my order.

  • Whenever a reward is unlocked after an order, it will apply to your very next transaction through the app. You cannot unlock and redeem a loyalty reward on the same transaction.

Help! My available rewards disappeared!

  • Some rewards have an expiration date, which means they will be removed from your account when they expire. Your rewards will also disappear once they have been redeemed. Check your emailed receipts to see which rewards have been redeemed on your recent orders.
  • If your rewards still look incorrect, please log out and log back in to refresh your display. It is important to make sure you’re logged in with the same email and password that you originally registered with the app.
  • If you’re not sure which email that is, look in your inbox(es) for emails from Scooter’s Coffee/LevelUp containing emailed receipts and rewards. These notifications are automatically sent to the email on file with your account.
  • If you accidentally created a second account with another email address, please reach out to scooterscoffee@thelevelup.com so we can assist. Please note both emails in your outreach.
  • You may run into error messages if you have more than one account, as it is against our Terms of Service. Not to worry! We understand duplicate accounts can be created accidentally, and we’re happy to help you sort things out!
Billing and Payment

How do I add or update a credit/debit card on my account?

  • Head into your app settings by tapping the icon in the top right corner, and then tap “Payment Preferences.” Tap “Add Payment Card” to add a credit or debit card to your account. You can type your card information in manually, or tap the camera icon to scan your card.
  • Your credit card information cannot be edited once it has been added to your app, so please follow these steps to add a new card even if you only need to update your expiration date or CVV.
  • International credit cards and cards powered by BankCorp cannot be used in the app at this time. We do apologize for any inconvenience!

What is “LevelUp” and why do I see it on my credit card statement?

  • LevelUp is a Boston-based company that powers many apps nationwide for various restaurants and cafes.
  • Along with the Scooter’s Coffee app, LevelUp also powers a variety of other companies’ branded mobile apps as well. This is why you will see all purchases made through the Scooter’s Coffee app (or any of the other apps we power) prefixed with LevelUp on your credit card statement.
  • Purchases that are not prefixed with LevelUp (i.e. purchases on your statement that only contain the restaurant/cafe’s name and/or address) were not processed by LevelUp.

What are the payment options in the app?

  • The Scooter’s Coffee apps offers two types of billing preferences if you plan on paying through the app: Preload/Reload or Instant Billing.
  • Tap the circle icon in the top right corner of the app to access your profile, and then tap “Payment Preferences.” On the bottom of the “Payment Information” screen, you’ll see “Payment Preference” again. Tap here to see your billing options.

What is the “Preload Funds” billing option?

  • With this option, you can pay for your orders through the app with a preloaded balance, instead of charging your card for each individual transaction.
  • You can either select to automatically reload funds into the app when your balance falls below a certain amount, or add funds at your leisure (in increments of $5).
  • If you elect to add funds but leave the “Auto Reload” option off (toggle is grey and white/switched to the left), your app will charge orders from this balance until it is depleted. If an order costs more than your current preloaded balance, your card on file with the app will be charged for the remaining balance.
  • Select how much to load by tapping the plus sign next to “Add Funds.” Tap “Confirm Reload Amount” in the red box on the bottom of the app. A pop up will show asking if you’re sure that you’d like to add funds. Tap “OK” to complete.
  • If the “Auto Reload” option is switched on (toggle is red and white and switched to the right), the app will automatically charge your card on file to load more funds in increments of $5.
  • The default setting for the Preload Funds billing option is to load $25 when available balance falls below $10, but you can adjust both of these amounts by tapping on the “$25” and “$10”
  • Make sure to tap “Confirm” to save your changes!

What is the “Instant Billing” option?

  • Selecting “Instant Billing” means that you will be charged for each individual purchase at the time of transaction, and no funds will be loaded into your account.
  • You will see a charge on your credit card statement from LevelUp (the company that powers the Scooter’s Coffee app and processes payments) for the amount of your order. Please keep in mind that purchases may take a few days to post to your credit/debit card transactions, depending on your bank.
  • You don’t need to link a payment method to the app if you don’t want to! See the “Loyalty Without Payment” section of the FAQ for more details.
Loyalty Without Payment

Can I use the Scooter’s Coffee app without adding a credit card to it?

  • Yes! Simply don’t add a payment method to the app, or if you already have one saved, remove it in your app’s settings under “Payment Preferences.” Tapping on the active card on file under “Payment Information” will bring up the option to remove your card.
  • After you’ve removed your card on file, you will only be able to access the “Scan to Earn and Redeem Loyalty Only” QR code. This means that after scanning with the app, available rewards on your account will apply and your purchase will be tracked without being charged through the app. The cashier will then prompt you to pay with a separate form of payment at the register.
Loyalty With Payment

How can I pay using the Scooter’s Coffee app?

  • Tap “Pay In Stores” on the main home page of your app. If you have a debit or credit card linked to your account, you will have two QR codes available: one for scanning and earning loyalty only, the other for payment and loyalty. Swipe left or right to reveal the other QR code on your app.
  • If you do not have a debit/credit card linked to your app, you will only see the QR code for scanning and earning loyalty only.
  • When you scan either QR code at the register, any available rewards will apply to your order, you’ll earn points towards your next loyalty reward, and then you’ll pay the balance due.
  • The balance due will be charged to the card that is on file with your app automatically.
Help! I’ve been charged twice: once through the app and once directly in the store!
  • We don’t want that, either; please send a picture of your in-store receipt or both charges on your credit card statement to scooterscoffee@thelevelup.com and we’ll help you out.
  • If sending a screenshot of your credit card statement, please make sure to block out any personal information.
Gift Store & Referral

How do I send treats to my family and friends through the app?

  • The Scooter’s Coffee app allows you to send specific treats or digital gift cards to your friends directly through the app!
  • Tap on the “Gift Store” option on the main home page to bring up the different options. Here, you will see various treats that you can send to your friends.
  • At the bottom of the page you will see the option to send a digital gift card for a selected amount, redeemable towards any menu item through the app.
  • It’s important to note that you must have an active card on file in order to send a digital treat/gift card-Rewards and preloaded balances in your account cannot be used to purchase gifts.
  • Your friend must have or register for the Scooter’s Coffee app in order to claim their treat and redeem it towards an order.
  • To send a treat/digital gift card, tap on the item you’d like to send. On the next page, click “Purchase Gift”. The app will confirm that you want to purchase the gift before charging your card.
  • The amount for the gift will then charge to your card on file right away, and an email will be sent to your address on file with the app containing a link. Copy and paste this link to send to your friend so they can redeem the treat to their Scooter’s Coffee app.
  • When sending a digital gift card, you must select your gift card amount and tap “Next” before finalizing your purchase. You can either pick one of the pre-selected amounts type in your own amount by tapping “Custom”. The minimum amount for digital gift cards is $10.

How do I refer a friend to the Scooter’s Coffee app?

  • To refer a friend who doesn’t already use the Scooter’s Coffee app, tap the icon in the top corner of your app and then tap “Invite Friends”.
  • On the “Invite Friends” page, you will see the option to share a $2 credit with your friends in a few different ways- email, Facebook/Twitter direct message, or a scannable QR code.
  • The email, Facebook, and Twitter options will send a message to your recipient with a link to install the Scooter’s Coffee app. When your friend clicks the link in the message and registers, the $2 credit will be available in their account for their first purchase.
  • If sending a referral link via email/social media direct message, your friend must install the app with this link in order to receive the credit.
  • Your friend can also download the Scooter’s Coffee app and then scan the QR code on this page to redeem their referral credit.
  • Please keep in mind- in order for you to receive the “Refer-a-Friend” referral bonus, the person you referred must spend both the credit that you sent their way plus a matching value of non-credit via the app.
  • Once your referred friend has redeemed the credit on an order and spent an equal amount of non-credit, the $2 will automatically be added to your account for you to use.

What is the “Scan to Redeem” part of the app?

  • You can access the “Scan to Redeem” part of the app by tapping the icon in the top corner of your home page. Then, tap “Scan to Redeem”. This menu option will bring up a camera that is able to read QR codes to claim and credits to your account.
  • Scooter’s Coffee may provide promotional cards, gift cards or printouts with scannable QR codes. You can use the “Scan to Redeem” part of the app to add these credits to your account.
  • If you’re referring to a friend, they can use this part of the app to scan your personal QR code on the “Invite Friends” page for referring others to the Scooter’s Coffee app.
How do I share my feedback on food quality, a menu, or an in-store experience?

Your feedback is critical! Please reach out to Scooter’s Coffee directly at https://scooterscoffee.com/contact/.

CONTACT US - Don't see your question listed here?

Reach out to the app support team at scooterscoffee@thelevelup.com and let us know how we can assist you!

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