fbpx

Loyalty FAQs

How do I see my transaction history?

There is a Transaction History tab under your app’s settings. Please check here to review all past orders made through the app.

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 for the app (not sure which that is? Head into the Profile section under your app settings!). If you do not see the receipt in your inbox, please check your spam folder.

I made a purchase without my app; can I still receive credit?

Good question–please email a copy of your receipt and a brief description of what prevented you from using your app (does the store need our help?) to our support team at support@burgerville.com; we’ll do our best to make sure nothing gets in your way next time. To inquire about the maximum you can spend in a 24-hour period, please reach out to our support team at support@thelevelup.com.

How do I earn a reward?

Most rewards are unlocked automatically and added to your account on your behalf. If you receive an email about a reward, make sure to read through it to see if you need to claim your reward onto your account! You’ll always be able to see your available rewards within your app as well.

How do I use a reward?

Rewards will be redeemed automatically towards your next purchase via the app. Neither you nor the cashier need to do anything extra to redeem your reward!

Where can I see my progress?

Head into your rewards tab to review your progress towards your next reward!

Where can I see my available rewards?

Your available rewards will be listed on your rewards tab. Please review any emails you receive regarding rewards if you have any questions on eligibility or availability, or if you do not see it in your rewards tab.

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

Loyalty rewards apply to the next transaction you make after the one on which it is unlocked. Loyalty rewards are not earned and redeemed towards the same transaction.

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, your reward may only be redeemable during a certain time of day (e.g. between 5p-7p) or at a specific location. If that’s the case, the reward will only be visible during the times you are able to redeem it or when you are within a close distance of the participating location.

Is there a limit to how much I can spend in a day through my app?

If you have a debit/credit card linked to your account, then yes; there is a maximum you can spend in a 24-hour period via the app. Please note this will include the purchase of digital gift card credit. Further purchases can be made by removing your debit/credit card from your account first, scanning your app as normal, and then providing payment for any remaining balance outside of the app.
To inquire about the maximum you can spend in a 24-hour period, please reach out to our support team at support@thelevelup.com.

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 to support@thelevelup.com and we’ll help you out.

How do I update the credit/debit card on my account?

Head into your app settings and tap the option to manage your card or payment method. When you add a card to your account, it will automatically replace your previous card on file. Please follow these steps even if you only need to update the expiration date on your card, as information cannot be edited after the fact.

I want to pay cash/I don’t want to link a debit/credit card.

Head into your app settings and tap the option to manage your card or payment method. Tap Change Payment Method and then select the option that says “None”. You will still earn loyalty progress for every purchase you make in the store, so long as you scan your app at the register prior to paying any balance due.

How do I earn loyalty progress without a payment method linked?

Simply scan your app at the register! Any available rewards you have will be applied automatically, and then you can pay any remaining balance due outside of the app using your preferred payment method (including cash).

What is the preload/reload payment option?

When you change your payment preference to Preload/Reload, you’ll load money onto your account immediately. Your purchases will then be paid for out of that preloaded balance. When your preloaded balance falls below the preload minimum threshold, more money will be reloaded for you automatically.

Help! I would like my preloaded balance refunded.

Please email support@thelevelup.com and we’ll be happy to assist you with this refund! Please note that we are only able to refund your balance to your original payment method. No refunds can be processed to a different card.

Please head into your app settings and tap the option to manage your card or payment method. Tap change payment method and select away from the Preload/Reload option. This will stop further reloads.

Please email support@thelevelup.com and we’ll be happy to assist you with this refund! Please note that we are only able to refund your balance to your original payment method. No refunds can be processed to a different card.

What if I don’t want to reload more money onto my app?

Please head into your app settings and tap the option to manage your card or payment method. Tap change payment method and select away from the Preload/Reload option. This will stop further reloads.

How do I see my remaining balance?

Head into your rewards tab. Your preloaded balance is listed alongside any available rewards you might have currently.

How do I request a refund?

These types of issues are often best resolved by contacting the store directly. Tap below to email your issue to our headquarters. support@burgerville.com

I just ordered ahead, but need to make a change to the items, quantities, or pick up time.

I just ordered ahead, but need to make a change to the items, quantities, or pick up time. support@burgerville.com

Help! I placed my order ahead of time at the wrong location!

Please reach out to the store from which you ordered to ensure they do not fill your order, and for help with a refund. Your emailed receipt will include the phone number for the store. support@burgerville.com

How can I ask questions or give feedback regarding a specific store or menu?

These types of issues are often best resolved by contacting the store directly. Tap below to email your issue to our headquarters. support@burgerville.com