New here? Click here to skip ahead - the next section is just for returning members.

Now, your status is based on how often you visit, unlocking extra bonus Smiles and exclusive rewards as you move up. Plus, we’ve launched expanded redemption options so you can choose your favorite treats!

1. What happens to my Smiles and rewards from the old program?

   Good news! Everything carries over – your rewards, coupons, and Smiles. Your Smiles have been converted at 1.67x the old program value, and any free drinks and coupons you had have migrated over with a 6-month expiration window (unless they originally had a shorter expiration, in which case they’ll keep that). Plus, your recent visit history has set your new status level. You're all set to keep earning and enjoying rewards!

2. I was Caramelicious® Status – what changed?

   With the new program, status levels are now based on your recent visit history within a shorter timeframe. Caramelicious® Status had a longer visit window but fewer rewards, so we’ve introduced new status levels with even bigger and better benefits. Now, you have more ways to earn and enjoy rewards!

3. Why do some of my friends have a different status level than me?

   We placed everyone into their new status level based on their recent visit history, looking at the current calendar month and a one-month lookback period. Since the new program no longer includes Caramelicious® Status, your level is now based purely on visits – not past status. Keep visiting to level up and unlock more benefits!

4. How does visit tracking work now?

   Your visit tracker is pre-populated with any qualifying visits you've made during the active calendar month. As you continue visiting, your tracker updates in real-time, helping you see exactly how close you are to leveling up!

5. Why don’t my Smiles convert to rewards automatically anymore?

   We’ve said goodbye to automatic free drinks and hello to more choices! Now, you get to decide how to use your Smiles – whether it’s a free drink, a tasty treat, or something extra special. And if you change your mind, you can convert your reward back into Smiles within the eligible period.

6. What’s changed with Birthday rewards?

   If you already had a birthday reward, it’s still yours and will keep its original expiration date. Going forward, birthday rewards will be issued as Smiles – redeemable for free drinks, treats, and more! The number of Smiles you receive will be based on your highest status within the last 6 months prior to your birthday*:

   a. Buddy - 200 Smiles

   b. Bestie - 300 Smiles

   c. Ride-or-Die - 400 Smiles

   You'll receive your birthday reward one day before your birthday so you can celebrate in style!

   *Since these changes are new in 2025, birthdays from March 1st to August 31st will receive Smiles based on the highest status earned since March 1st, 2025. After August 31st, birthday Smiles will be based on your highest status from the past six months - you also must have made a purchase in the last six months.

7. What the heck is a Smile!?

   A Smile is another word for a point -- our way of saying thanks for choosing Scooter’s Coffee! You earn Smiles every time you order through our app, and as they add up, you can redeem them for free drinks, treats, and other exclusive goodies.

8. What items are excluded from earning smiles?

   • You will not earn smiles on taxes, tips, discounted dollars (such as a free drink), or when purchasing a gift card.
   • Note: you can earn smiles when paying with a physical gift card – just use your Scan Only QR code prior to payment.

9. How do I earn Smiles?

   It’s easy!

   • Earn 5 Smiles for every $1 you spend when you order ahead or pay with
the app.
   • Earn 3 Smiles for every $1 you spend when you scan then pay without the app.

10. How long do my Smiles last?

    Your Smiles are good for 6 months (182 days) from when you earn them, so keep an eye on your balance and use them before they expire!

11. How do the different statuses work?

    Your status is based on how often you visit within a calendar month. The more you visit, the higher your status – and the better the benefit! Your status updates each month based on your recent visit history, so keep coming back to unlock bigger rewards.

    • Buddy: Everyone starts here.
    • Bestie: Earn this when you visit 9 times in a calendar month.
    • Ride-or-Die: Hit 15 visits in a calendar month to reach the top status.


    Once you earn a new status, it sticks for the rest of that month and the following month -- so keep visiting to maintain those benefits!

    Note: Receipt scans for Missing Smiles must be submitted during the same calendar month as your visit to qualify for bonus smiles.

12. What counts as a qualifying visit?

    A visit is any qualifying order tied to your app account -- including Scan Only, Scan & Pay, Mobile Order, or a Self‑Service Smiles submission. Your purchases need to be at least 60 minutes apart, and the final payment has to be more than $0 after discounts and offers.

13. What are bonus Smiles and how do they work?

    Once you level up, bonus Smiles start rolling in:

    • Bestie Status – Get an extra 10 bonus Smiles per qualifying order.

    • Ride-or-Die Status – Enjoy 15 bonus Smiles per qualifying order.

    Bonus Smiles kick in after you’ve leveled up and only apply on orders that meet the qualifying criteria.

    Heads up! There’s a limit of 35 qualifying transactions per month for bonus Smiles.

14. How do I keep track of my progress?

    Your app is your VIP pass! Check your current status, Bonus Smiles, and visit tracker directly in the app. You can also view your Smiles History to see details on why you earned each Smile and manage your rewards from the Rewards, Deals, and Cart tabs.

15. How do I trade in my Smiles?

    Use your accumulated Smiles to pick a reward from our expanded redemption options, whether it’s a free drink, a tasty treat, or something extra special. Changed your mind? You can revert a reward back to Smiles within the eligible period.

    Heads up: Rewards expire after 30 days. If unused, they’ll be converted back into Smiles with their original expiration date.

16. What happens if I don’t use my reward?

    If a reward isn’t redeemed within 30 days, it automatically converts back into Smiles. Those Smiles retain their original expiration dates, so you still get to enjoy them later!

17. What’s up with the new Deals, Challenges, and Offers?


    Head over to the new Deals tab for extra ways to score deals! Complete Challenges to earn more Smiles, and enjoy special monthly offers if you’re Bestie Status or Ride-or-Die Status. There’s always a new way to unlock fun rewards!

18. How do birthday Smiles work?

    Celebrate in style -- your birthday comes with bonus Smiles!

    • Status Buddy: 200 Smiles
    • Status Bestie: 300 Smiles
    • Status Ride-or-Die: 400 Smiles

    Your bonus is based on the highest status you’ve reached in the past 6 months, and you’ll receive them a day before before your big day. Just make sure you’ve made a qualifying order recently!

19. What about badges?

    We’re adding fun badges to celebrate your milestones – think of them as a form of digital swag -- from leveling up to special achievements like ordering on your birthday or hitting consecutive visits. Once you unlock a badge, it’s yours to show off for good!

Profile & Settings

• How do I update my profile information?

  Tap the circle icon in the top right of your app and select About Me. Here you can update your email, name, phone, birthday, and more. Just be sure to tap Update Account Info to save your changes -- adding your birthday is essential for receiving birthday Smiles!

• What is the “Security” option in my profile?

  For extra security, tap the circle icon, scroll down, and tap Security. Set a 4‑digit PIN to protect your profile, payment info, and more. The app will prompt you for your PIN after 10 minutes of inactivity.

• How do I disable or reset my PIN?

  To disable PIN Lock, go to Security, enter your current PIN, and follow the prompts. If you forget your PIN, simply uninstall and reinstall the app to clear your settings, then set a new one. Need help? Visit www.scooterscoffee.com/contact for assistance

• What if I have two accounts?

  If you accidentally created a second account, visit www.scooterscoffee.com/contact for assistance with both email addresses, and we’ll help merge them. Duplicate accounts can cause errors, so only one account is permitted for participation in the Program.

Receipts & Transaction History

• How do I see my Transaction History?

  Tap the circle icon in the top right of your app, then select Orders to view all orders placed through the app. If your orders look incorrect or blank, log out and back in -- make sure you’re using the same email you registered with.

• I need a receipt.

  Every purchase via the app comes with an emailed receipt sent to your registered email. To check which email is on file, tap About Me in your profile. If you don’t see your receipt, be sure to check your spam folder.

Missed Transactions

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

  Absolutely! Visit www.scooterscoffee.com/contact and send a picture of your receipt. Once verified, we’ll add those Smiles to your account. Some details around how this works:

  - Visit Tracking and Bonus Smiles will only apply for receipts submitted within the current calendar month

  - Users can submit a maximum of 4 receipts for smiles per month Bonus Smiles Reminder: Your Status Bonus Smiles (10 Smiles for Bestie level, 15 for Ride-or-Die) will be based on your status at the time of purchase.

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

  We need proof of purchase to manually add Smiles. If you paid in cash and can’t provide a receipt, we’re sorry but can’t credit your account without verification.

Billing & Payment

• How do I add or update a credit/debit card?

  Tap the circle icon, go to Payment Preferences, and tap Add Payment Card. Enter your card details manually or use the camera icon to scan your card.
  (Remember: You can’t edit an existing card—if details change, add a new card.)

• What are my payment options?

  You can choose between Preload/Reload—where you load funds into your account—or Instant Billing, which charges your card for each purchase. Check these options under Payment Preferences in your profile.

• What is the Preload Funds option?

  With Preload Funds, add money to your app balance to pay for orders. You can set up Auto Reload to top up automatically when your balance falls below a set amount, or add funds manually as needed.

• What is Instant Billing?

  Instant Billing charges your card for every purchase as it happens—no preloaded funds are required. It’s a pay-as-you-go option.

Loyalty Without & With Payment

• Can I use the app without adding a credit card?

  Yes! Remove your card from Payment Preferences to switch to Loyalty Only mode. In this mode, you'll see a special "Scan Only" QR code in the app, which you can use to earn and redeem rewards. Just pay at the register with cash or another payment method—no card required!

• How can I pay using the app?

  Tap “Scan” on your home screen. If you have a card on file, you’ll see two QR codes: one for earning rewards and one for both payment and rewards. Swipe between them, scan at the register, and your order will process automatically with rewards applied.

• Help! I’ve been charged twice.

  If you notice a duplicate charge (once via the app and once at the register), please send a photo of your receipt or a screenshot of both charges (with personal info hidden) via the form at www.scooterscoffee.com/contact, and we’ll sort it out!

Gift Store

• How do I send digital gift cards to friends and family?

  Spread the love with digital treats! Tap Gift on your home screen to browse digital gift cards. Select the item, tap Purchase Gift, and follow the prompts. A redemption link will be emailed to you—just share that link with your friend. (Note: An active card on file is required to send gifts.)

Feedback & Contact

• How do I share my feedback?

  We love hearing from you! Share your thoughts on food, the menu, or your in‑store experience by visiting our contact page.

• Don’t see your question here?

  If you have more questions or need additional help, reach out to our support team at www.scooterscoffee.com/contact for assistance. We’re here to ensure your Scooter’s Coffee experience stays sweet!