Frequently Asked Questions
(and the answers!)
GENERAL
1. WHERE CAN I USE THE HARRIS AND HOOLE APP?
You can use our app in all our shops. Every single one.
2. HOW DO I USE THE APP?
There are 2 options you can choose from in the app:
Collect Stamps Only: you use the app to collect stamps but pay using an alternative payment method, that is to say that you pay outside the app and therefore do not need to attach a funding source to your app. Under the Collect Stamps Only option, you need to scan the QR code first, before making your payment.
Pay & Collect Stamps: you both collect stamps and pay in one single scan. In this configuration you would need to link a payment card to your app.
3. WHERE I CAN SEE ALL MY RECEIPTS?
To view your receipts, click on Activity, which is located at the bottom of the screen. You are also able to download your receipts individually, either in PDF or CSV format. to do so, click on the receipt you want to export, then click on the Download button at the top right hand side corner of your receipt.
4. WHERE CAN I MAKE A SUGGESTION OR SHARE MY FEEDBACK?
You can send us an email to appsupport@harrisandhoole.co.uk if you would like to suggest we add a new feature or if you have an idea that would help us improve our services. All feedback is very welcome and always listened to!
PAYMENT
1. ARE MY CARD DETAILS SAFE?
Yes. Very. When you add your card details, they are immediately encrypted and sent to our payment provider, who then sends back a randomised token consisting of a long string of random letters and numbers (this is called tokenisation). This means none of your card details are ever stored on our servers. If anyone was ever able to access our servers, they’d find nothing of use.
We process every payment using a secure, global payment provider - so you’re in good hands.
2. CAN I ADD MY LOYALTY CARD TO MY APPLE PAY OR ANDROID PAY WALLET?
Yes, but currently only for 'Collect Stamps Only' transactions, whereby you use the app to collect stamps but pay using an alternative payment method.
3. CAN I USE THE LOYALTY CARD ON MY APPLE WATCH OR ANDROID WEAR?
After your link your Loyalty Card to Apple Wallet or Android Pay, you will be able to access your Loyalty Card on your Apple Watch or Android Wear. You can then scan your watch in the same way you would your phone. This is only available for Collect Stamps Only Transactions.
STAMPS & LOYALTY CARDS
1. WHERE IS MY FULLY STAMPED CARD VOUCHER LOCATED?
Your voucher is located in the wallet on the app. If you click on the wallet at the bottom and then you can click on vouchers where you will see all your vouchers you have earned.
2. HOW DO I REDEEM MY FULLY STAMPED CARD VOUCHER?
You need to scan the QR code on the voucher at the till, after placing your order. The voucher will disappear from your app afterwards as vouchers only disappear from your carousel if they have expired and after being redeemed.
3. DO I HAVE TO USE MY FULLY STAMPED CARD ON MY NEXT VISIT?
No. You can collect Fully Stamped Cards just as you can with paper cards.
4. CAN I HAVE MORE THAN ONE FULLY STAMPED CARD VOUCHER INTO MY APP?
Of course! You can keep several vouchers in your app if you want to save them for a rainy day, or if you want to treat a friend.
5. WHAT DO I EARN A STAMP FOR?
You earn a stamp for anything one of our Baristas prepares for you. This includes all of our hot drinks, but also the summer drinks from our range.
6. MY STAMPS HAVEN’T APPEARED ON THE APP. WHAT DO I DO?
Your stamps and rewards should appear on the Loyalty Card shortly after making a purchase. You may need to reset the app for the stamp card to properly update. To reset, close the app in the background of your phone. Once this is done, reopen the app and check your Loyalty Card.
If your stamps are still not appearing please contact appsupport@harrisandhoole.co.uk and our Consumer Support Team will investigate for you.
7. DO MY STAMPS EVER EXPIRE?
Stamps you’ve earned never expire. The ‘Fully Stamped Card’ reward you earn for completing a loyalty card – entitling you to a free drink – expires 18 months after you receive it.
8. WHEN WILL MY LOYALTY CARD BE COMPLETED?
You will received your Free Hot Drink reward when you complete your Loyalty Card, that is to say when you reach 6 stamps. The card will automatically convert into a voucher and will no longer show the 6 stamps you have accumulated.