Welcome to The New Patty Perks App.

Below Are Answers To Our Most Asked Patty Perks Questions.

 

Previous Loyalty App Points

• Can I transfer my points from the previous Patty Perks App Rewards Program?

Yes! If your account is currently registered with a valid email address, your points will automatically be transferred to the new program. On our official launch day, January 16^th, you will be sent a password reset email. This email is good for 24 hours.

Didn’t get to reset your password in 24 hours?!? Not to worry! Simply download the new Burger 21 app and click the More button on the home screen. Next, select Sign In. Select Forgot Password. Enter the password associated with your previous Burger 21 rewards account. You should receive a password reset email within 5 minutes.

 

Account, Receipts + Transaction History

• How Do I change the email, password, or personal information on my account?

Press the MORE button on the bottom right-hand side of the app home page. Then choose the settings option and Profile.

Here, you can update your contact information, access your email and phone number, change your password, set your payment methods and delete your account.

• How do I see my order history?

Press the PAST ORDERS button on the bottom of the App home page. Once you have placed an order, it will show up here and be available for easy re-ordering.

• I need a receipt- What do I do?

For orders placed in the app, a transaction receipt will be emailed to the email address associated with the account.

• How do I delete my account?

Press the MORE button on the bottom right hand side of the App home page. Then choose the settings option a Profile.

Here, you can update your contact information, access your email and phone number, change your password, set your payment methods and delete your account.

 

Billing + Payments

• I made a Purchase without my app; Can I still Receive Credit?

Yes. 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 help@burger21.zendesk.com; we’ll do our best to make sure nothing gets in your way next time.

• How am I billed?

Your credit or debit card is charged upon completion of an order in the app or online ordering.

• 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, along with your full name, email address, and phone number associated with your account to help@burger21.zendesk.com and we’ll help figure out what has gone wrong.

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

Press the MORE button on the bottom right hand side of the App home page. Then choose the settings option a Profile.

Here, you can update your contact information, access your email and phone number, change your password, set your payment methods and delete your account.

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

For in-store orders, you may pay cash. App and online orders, however, required payment at the time of the transaction. Since these orders are not completed in-store a credit or debit card is required.

 

Rewards + Credits

• How much are my points worth?

Loyalty Rewards: $1 = 10 points

– Welcome Reward: Free Fry upon Signup and your first purchase

– 350 points = freshly baked cookie

– 500 points = any single fry or side

– 750 points = signature or classic shake

– 1250 points = bacon cheesy, tenders, or slider 3 pack or 2pack combo of your choice

– 1500 points = any burger, sliders or salad

 

• I made a Purchase without my app; Can I still Receive Credit?

Yes. 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 help@burger21.zendesk.com; we’ll do our best to make sure nothing gets in your way next time.

• 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 :). When in the checkout screen, always look for the prominent offers box that says, ‘Apply Available Offers,’ this will contain any offers that qualify to be applied to the current order.

• How do I use a reward?

When in the app or online ordering site, always look for the prominent offers box that says, ‘Apply Available Offers,’  in the checkout screen. This will contain any offers that qualify to be applied to the current order.

• How do I use the Points Shop?

All offers able to be earned are located in the Loyalty section of the app. Simply click on the loyalty button to view which offers are available. Once in the Loyalty tab, all of the rewards you have earned will be listed and you will be able to click on them to read the details. Any offers that you haven’t quite reached will be grayed out and say “Almost There.” Keep saving your points to unlock those rewards.

Earned points will accrue at the rate of $1 spent = 10 points earned. When you reach one of our many tiers, you will then be eligible to redeem the offer on your next order.

To redeem an offer. Simply add qualifying items to your cart and navigate to checkout.

• Where can I see my progress?

Tap the Loyalty tab on your home screen to view your progress. Once in the Loyalty tab, all of the rewards you have earned will be listed and you will be able to click on them to read the details. Any offers that you haven’t quite reached will be grayed out and say “Almost There.” Keep saving your points to unlock those rewards.
To see the details of your loyalty transactions over time choose view details to see a detailed points earning history.

• Where can I see my available rewards?

Tap the loyalty tab on the bottom of your app home screen and scroll to view your available rewards. 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 loyalty tab.

• What if I don’t want to use a reward right now? Can I save it for later?

Yes! You can save your rewards to use them when you would like. All offers must be used before their expiration dates and are subject to any limitations outlined in the offer. Expiration dates can be found below the text of the offer and above the ‘Start an order to redeem this offer’ button.

• Help! I’ve 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. Please note that rewards are no longer automatically applied to your check.

To redeem a reward you will need to select qualifying items and navigate to checkout. At the top of the checkout screen select Apply Available Offers, select the offer, and click Apply.

 

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

The email you received may have a button to click to take you to 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 on be available during the times you are able to redeem it. In most cases if a reward item is placed in your app cart, the loyalty reward is automatically prompted for redemption upon checkout. Look for the prominent Apply Available Offers button at the top of your checkout screen to view redeemable offers.

 

Loyalty without Payment

• Is this available at every location?

Yes; you can review the list of in-store locations by heading the MORE tab and choosing Locations. The listed locations can accept the app in-store.

• How do I remove my payment method from the app?

In the app navigate to the MORE menu and Settings. Select Payment Methods at the top of the screen. Under the ‘My Credit & Debit Cards’ section, find the payment method you would like to delete. Click the delete button just below the cards last 4 digits and expiration date.

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

For online and app transactions, simply being signed in will allow you to earn points and redeem rewards. Your payment method will be saved in your account, but it is no longer a link to earning points and redeeming rewards.

For in-store transactions, please have your loyalty card (located in your mobile app) or your phone number ready for your server.

 

Order Ahead

• I want to order ahead from a certain location but don’t see it listed:

If you do not see any locations listed, please ensure your phone’s location services are enabled. If your location services are not turned on, it may be the case that locations do not load in the app, or that they do not load in order of the locations closest to you.

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

To make any sort of change to an order placed in advance, please reach out to the store from which you ordered. Your emailed receipt will include the phone number for the store.

• Help! I placed an 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.

 

Feedback about Food or In-Store Experience

• Direct Link to Contact Us Page: https://www.burger21.com/survey-locations/

 

Don’t See Your Question listed here?

• Direct Link To Help@burger21.zendesk.com