Frequently asked questions​​​​

Rewards​​

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​How do I link a Reward Card to my account?

Staff in venues can link reward cards to accounts, let them scan the card and tell them your email address. If you’re at home with a card that isn’t linked to an account then either do it next time you are in a venue or send a photo of the QR code on the rear of the card to rewards@truenorthbrewco.uk

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My Reward Card/Account is not activated

To activate your account or reward card you should have received an activation email to the email address registered to the account. If you cannot find the email in your main inbox please check your junk folder. If this is not the case please contact rewards@truenorthbrewco.uk  to investigate further

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My Reward Card is lost/stolen. How do I get a new one?

Firstly you can deactivate your lost card from your reward account. Scroll down to “My Loyalty Cards” at the bottom of the page and click ‘Deactivate’ on the lost or stolen card. 

 

You can pick up a new card at one our venues. A member of staff can then connect the card to your current account, you’ll need to activate as above.

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How do I add points to my account?

When you make a purchase in one of our venues please hand over your Reward Card for your server to scan. If you do not have your card on you at the time you can add your points using the code on your receipt. To do this, go to your online reward account, click ‘Redeem Code’ and enter the code as it appears on the bottom of the receipt. 

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Redeeming Vouchers

Please tell staff that you wish to use a voucher or discount.  They will not apply it to your account unless you request it.

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My reward voucher has expired

The expiry dates of vouchers are clearly displayed via your online account – we cannot extend expiry dates on reward or promotional vouchers.  Unfortunately the system can’t currently send you a reminder when they are nearing expiry but we email three times a year to remind you about using them.

 

I cannot change my email address or phone number on my account

Please send your new contact details and your Reward Account ID to rewards@truenorthbrewco.uk and the help desk will change your details.  For security reasons we need this to come from your registered email address.

 

I have been collecting points on my card but they are not showing on my account

This may be because your email address was inputted incorrectly when you set up your account – please contact rewards@truenorthbrewco.uk and the help desk will correct this for you.  Send a photo of the QR code on your account if you can

 

I forgot my Reward Card in venue and do not have a receipt code

Unfortunately, we cannot retrospectively add points to your account. 

 

I have not received a promotional voucher on my reward account

With some of our promotions, reward cards need to be activated/used before a certain date. If you have not used your reward card before this date you will not be eligible for the voucher. 

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If you are an active reward card user please contact rewards@truenorthbrewco.uk and they will investigate further.

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Deposits

Points are not awarded when paying a deposit in venue, you will be able to add the points to your account when paying in full.

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For online deposits please email rewards@truenorthbrewco.uk after your booking with details of your visit and we will add the points on for you.