Frequently Asked Questions

What is happening to HB Perks?

We have listened to our customers and baristas, and are making the HB Perks program even better:

  1. Paper reward receipts are a hassle to carry around and remember to use. The new HB Perks keeps your reward on your account, and it is automatically redeemed with the scan of your code.
  2. You can now see in the app or online exactly where you are in your rewards. No more guessing how many more visits until the next reward!
  3. You can now view your receipts, update your information, see our drink menu, find the nearest Heine Brothers’ location, and more right from the app!

 

What is Monthly Billing?

The HB Perks app may group your small purchases together, charging your card monthly. After your first month, your receipt may indicate that your card will be charged at a later time and will include your monthly billing date. This helps us keep processing fees down, and our savings is passed on to you with Heine Brothers’ Perks!

 

Can I opt out of Monthly Billing?

Sure! Send an email to support@thelevelup.com with the message “I want to opt out of Monthly Billing”, send it, and you are done! LevelUp will take care of the rest. You can also call 855-538-3542 to talk to a live person to opt out.

 

What if I do not have an iPhone or Android device?

No problem! Ask your barista for a QR Card on your next visit, and activate it online.  You will be able to scan it at the register just like the app.

 

What if I lose my phone?

The HB Perks app is powered by LevelUp, one of the most secure payment systems out there, so preventing unauthorized use of your account is simple. All you need to do is de-authorize your device, and the 2D barcode on your app will no longer work.

To de-authenticate your device:

  1. Log into your account here.
  2. Select Deactivate and follow the on-screen instructions.

This will reset your barcode and log out your account on all devices. To access your new barcode, you’ll have to log into the app again.

 

Do I have to pay with the HB Perks App to get rewards? Is it secure?

Yes – the rewards program and payment are tied together. All purchases made using the HB Perks app will be charged to the credit/debit card that you have on file. For questions on security, check out LevelUp’s Commitment to Security – it is top notch!

 

Who is LevelUp?

Heine Brothers’ has partnered with a company out of Boston to create the Heine Brothers’ Perks app and payment processing – LevelUp. LevelUp  is backed by Google Ventures as well as others and is a leader in mobile payments.

 

What other services are being offered?

The Heine Brothers’ Perks App is currently offered on iOS and Android. NFC, Android Wear, Apple Passbook, and Google Wallet support will be added in the near future.

 

What if I only pay using cash?

Unfortunately customers must pay using the Heine Brothers’ App for the loyalty program, which deducts the amount from the credit or debit card that is attached to the account. We are hoping to be able to add cash payments to the app in the future, but we’re currently unable to. Some customers have registered for the HB Perks App using a prepaid debit card (available at Walgreens, Kroger, and many other retailers) as a work-around – adding cash to their prepaid card at participating retailers, and then paying for their HB Perks App purchases with that.

 

Have more questions?

Contact us at support@thelevelup.com with your questions, and we’ll get back to you ASAP!

heine-brothers’-Perks

Program Information | Activate Your QR Card | Online Access

 

Heine Brothers’ reserves the right to modify the Perks rewards program at any time.

FAQ updated 11/10/2014.

Heine Brothers' © Copyright 2017.