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How to Start Using The App

FAQ about the APP

 For any app related questions or feedback, you can always email support@thelevelup.com or submit a ticket directly on the app by navigating to Menu > Security & Help > Customer Support.

General

Is the Kung Fu Tea loyalty program available for guests without smartphones?

Users who do not use the app are not eligible for app rewards that come with the loyalty program. This includes promotional credits that require the app for redemption.

How soon does the loyalty program begin when I download the app?

Immediately! 

Where can the app be used?

The Kung Fu Tea app can be used at most locations. (Call ahead to your local Kung Fu Tea store to verify)

I don’t remember my password and need to reset it.

In the Get Started screen of the app, enter your username. Then in the next page, click Forgot Password. When you’ve received the password reset email, click the link and follow the instructions to change your password. Please be advised that the link is only valid for 30 minutes. 

How many belt levels does the App have and how do I unlock them?

Look under the ‘Rewards’ tab and swipe all the way to the right for more information on unlocking new belt levels.

Do you have gift cards?

Yes, we have 2 types of gift cards! A Drink Gift Card (Redeemable In-store only) & A Merchandise Gift Card (Redeemable Online only)

With the Kung Fu Tea app you can send your friends and loved ones Drink Gift Cards right from your phone. Please ensure you have a debit or credit card account attached prior to sending a gift card. $10 minimum required for all digital drink gift cards. Digital or physical printed copy can be redeemed at all stores that accept the app. 

*We do not sell physical gift cards, only digital versions. 

How can I ask questions or give feedback regarding a specific store or menu?

These types of issues are often best resolved by contacting the store you visited directly.

How do I share my concern about the quality of my food or in-store service?

These types of issues are often best resolved by contacting the store you visited directly.

How can I see allergy information or more specific nutrition information for each drink?

Please check out our website for more nutrition information: www.kungfutea.com/nutrition

How safe is the app?

Our APP is developed by Levelup, their internal security team works day in and day out to ensure that the app isn’t just the smartest way to pay, it’s also the safest way to pay. Our App is 100% compliant to PCI regulations, rules and recommendations. All sensitive data is encrypted in our secure servers, however, your credit and debit card data is never stored in the LevelUp system. Your QR code is a randomly generated token, meaning that it does not contain any sensitive information and can be reset at any time. We also support a Pin Lock feature which allows you to enter a pin lock code to fully open your app for payment.

Rewards & Credits

I made a purchase without my app; can I still receive credit?

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 support@thelevelup.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 do I get my free drink?

For 1st time app users, their 3rd drink purchase is FREE! Also, every 168 bubbles earned will get you a FREE DRINK as well. Just check your Rewards section in the app after you reach 168 bubbles. 

How do I earn rewards or credits faster?

Great question! With the latest rewards structure you begin earning bubbles immediately after your 1st purchase to earn free drinks. Also, by making use of Social Rewards and connecting with us on Social Media, you can show off your drink and win rewards instantly!

I just got the email about becoming a Black Belt, how do I redeem a reward?

Congratulations on becoming a Black Belt! Please complete this form to claim your exclusive gift set: blackbeltreward.kungfutea.com

How do I use a reward?

Rewards will be redeemed automatically towards your next purchase via the app. Neither you nor the cashier need to do anything extra to redeem your reward!

Where can I see my progress?

Head to your rewards tab to review your progress towards your next reward!

How long can I maintain my status level?

You have 365 days to earn your belt level and 365 days to keep your belt level.

I referred a friend and they made a purchase, but I didn’t see my reward?

Your friend must redeem the free drink ($4) and spend DOUBLE that amount ($8) in order for you to receive credit for the referral. Referral amounts vary according to belt levels.

Where can I see my available rewards?

Your available rewards will be listed on your rewards tab. 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 rewards tab.

Help! The app said I 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.

Help! I received an email about a reward but don'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.

Preload/Reload

What is the preload/reload payment option?

When you change your payment preference to Preload/Reload, you’ll load money onto your account immediately. Your purchases will then be paid for out of that preloaded balance. When your preloaded balance falls below the preload minimum threshold, more money will be reloaded for you automatically.

How do I see my remaining balance?

Head into your rewards tab. Your preloaded balance is listed alongside any available rewards you might have currently.

What if I don’t want to reload more money onto my app?

Please head into your app settings and tap the option to manage your card or payment method. Tap change payment method and select away from the Preload/Reload option. This will stop further reloads.

Help! I would like my preloaded balance refunded.

Please email support@thelevelup.com and we’ll be happy to assist you with this refund! Please note that we are only able to refund your balance to your original payment method. No refunds can be processed to a different card.

Billing

How am I billed?

For your first 30 days from sign-up, you’ll be billed instantly and individually for every purchase. After that, your purchases will be grouped together and charged to you at one time on your monthly billing date.

Why am I billed monthly?

Billing our users monthly allows us to keep fees low for our businesses. In turn, those businesses give the money saved back to loyal customers like you in the form of rewards. Win-win ;)!

Is there a limit on my monthly bill?

There is a $150 limit on how large one monthly bill can become. On the purchase that brings you up over the $150 mark, your bill will be closed immediately and a new one will open for you. To check your current balance, please see the bottom of your most recent emailed receipt, where you’ll find a running total.

When is my monthly billing date? What if I want to change it?

Check any previous monthly bill or emailed receipt for your billing date. To change your monthly billing date, please reach out to our support team at support@thelevelup.com. Please note any open balance will be charged to you immediately if your billing date is updated at all. As such, changing your billing date will not postpone any payment. Your monthly billing date moving forward can be any day between the 1st and the 28th; just let us know when you prefer!

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

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.

• Please note that your monthly bill will only close on the card you have on file at the time of your monthly bill closing, regardless of any other card you may have linked during the month. As such, ensure that you have the proper card linked ahead of your monthly billing date, or prior to making any purchase that would push you over the $150 threshold.

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

As rewards are earned and redeemed as part of the payment process, a valid debit/credit card does need to be linked to your account. We triple-tokenize your card information when it is entered and send it to a secure, third-party banking institution. Neither LevelUp, nor this merchant, nor any of the locations you transact at with your app have access to your full card number. Not even you as the card holder can see your full card number after it’s entered (go ahead, try it!). Much more secure than using your card at the register directly, eh?

Help! I’ve been charged instantly AND monthly!

Our system will not charge you instantly if you are on monthly billing. Please check the bottom of your emailed receipts, which you will receive at the time of each purchase even though you are on monthly billing; the receipts will note you’ve not been charged yet, but rather you’ll be charged on your monthly billing date. Please also check your bank or card statement to confirm that you have not been double-charged.

Which card gets charged when a user's bill closes?

The card selected as the default (in the Settings page of the app) is charged when a statement has closed. Users cannot choose specified cards to be charged for individual purchases when under Monthly Billing. We recommend creating different accounts if specific purchases must be charged to a different card (best for business/corporate cards).

How will LevelUp-related charges appear in a user’s card statements?

All charges from the app/LevelUp will be prefixed with “LevelUp*KungFuTea”. Description lines without this prefix are likely to be a credit/debit card purchase outside of the app.

Am I able to download statements?

At this time, users are not able to download statements, but you will receive emails of your statements which can be filtered for easy searching in your email platform. Users can also go to Settings > Transaction History to see all.

How do I request a refund?

These types of issues are often best resolved by contacting the store you visited directly. However, for in-app issues with credit/billing please contact support@thelevelup.com

Transactions and Refunds

How do I see my transaction history?

There is a Transaction History tab under your app’s settings. Please check here to review all past orders made through the app.

How can I get a receipt?

You will receive an emailed receipt for every purchase you make via the app; please check the email that you used to register for the app (not sure which that is? Head into the Profile section under your app settings!). If you do not see the receipt in your inbox, please check your spam folder.

How do users know if they have available credit to use toward their purchase?

The Rewards page of the app will indicate the user’s available credits at the top of the page. It will also show their loyalty progress and their loyalty status, if available. Also, rewards are automatically applied to your next transaction. Hooray!

How will refunds appear in the user’s bank statement?

If the transaction is refunded before a user’s monthly bill closes, the transaction will be omitted from their bill balance.

If the transaction is refunded after the bill closes, you will see a refund transfer to the charged card within 7 days.