Loyalty FAQs

Does my status level stay the same? 

Your status level stays the same. As you earn more points, it will apply to your next status level.

Do I retain the points I already earned? 

Yes, you retain the points you already earned.

What happens to my free shake reward? 

If you currently have a free shake reward in “My Rewards”, it remains there for you to redeem.  You have 30 days to redeem your free shake from when you received it.  Otherwise, we no longer have free shakes every time you earn 500 points.  You now get to choose your reward and can redeem your points for items from the Rewards Store.

How and where do I redeem my Rewards?

On the main screen of your Burgerville App, select “Rewards” located in the menu bar at the bottom of the screen.  Find the reward within Rewards Store by scrolling thru the Rewards Store Menu, then tap the item you want to claim.  After selecting the item, you want to claim, the item description appears.  If you want to claim this item, select “Claim Reward”.  Confirm you want to claim the reward by selecting “Claim Reward”.  Your reward has been claimed.  You have 30 days to use your claimed reward.  Be sure to add this item to your cart when ordering.

Do my points expire?

Progress towards your points works on a 365-day sliding scale. This means that points earned on orders placed one year ago will fall off of your point accrual. For example, if you spent $50 in January of 2020, and $25 in February of 2021, your overall point total in February 2021 will be based on that $25 spent – so it’s a good idea to spend those points before they expire!

Do my Rewards expire?

Depends on the reward. The reward store items are valid for 30 days once you have claimed the reward. Other rewards may have different expiration dates. The expiration date will be on each reward.

Is there a limit to how many Rewards I can redeem at any given time?

You are welcome to redeem more than one Reward in one transaction. 

Do I have to buy something when I redeem a Reward?

You do not have to make a purchase when redeeming a Reward.

Once I claim a Reward, can I switch it for a different reward?

Once you claim a Reward, you are not able to un-claim it or exchange for a different Reward. 

How do I join the Rewards Store?

When you sign up for the app, you automatically enroll and will earn points on all eligible purchases.

How do I earn points?

Points are earned based on the amount you spend through the app. For every $1 you spend, you will receive 10 points.

Where can I find my points balance?

Head to the ‘Redeem’ tab at the bottom of your screen. Your points balance will be visible at the top of the screen.

How do I redeem my points?

Visit the ‘Redeem’ tab at the bottom of your screen and tap ‘Store’. There, you’ll see a list of items that can be purchased. You’ll be able to redeem your points for any items that cost an equal amount or fewer points than you have available.

Where can I see my available rewards?

Rewards that you purchase, and other promotions can be found under the ‘My Rewards’ tab in the Redeem section of your app.

How do I use a reward?

If your reward is toggled on, which you can confirm by heading to ‘Redeem’, and is available under ‘My Rewards’, your reward will be redeemed automatically towards your next purchase via the app.

I made a purchase without my app; can I still earn points?

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 guestservices@burgerville.com; we’ll do our best to make sure nothing gets in your way next time.

Help! I received an email about a reward but didn'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 (for example, breakfast or dinner). If that’s the case, the reward will only be visible during the times you are able to redeem it.

Help! I have been charged twice, once through the app and once at the restaurant.

Please send a picture of your in-store receipt to guestservices@burgerville.com and we’ll help you out.

How do I update my credit card information on the app?

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 placed an order at the wrong location, how do I fix that?

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. Then place a new order for the correct location.