Frequently Asked Questions
How does the Shack Rewards Loyalty Program work?
Earn 10 Points for every $1 spent at Shane’s and redeem your points for your Shack Favorites! Earn when ordering in-app, in-store, or online (order.shanesribshack.com). For in-store orders, have your app QR code ready to scan before you pay for your order. To open your app QR code, Tap “Earn” located at the bottom left of your app and your QR code will appear for you to Scan at the register. If you forget to scan while ordering, you can scan in the barcode on the bottom of your receipt into the "Earn" tab of your app up to 7 days after your visit. Points are automatically added to your account when ordering in the App or online as long as you are signed in to your Shack Rewards Account. Orders placed as a "guest" will not earn Points.
How can I redeem my points?
In the “Rewards” tab of your app, tap “Redeem Points” to see the Shack Rewards that you have unlocked. You may use your points to redeem any unlocked rewards or save up your points to redeem later. Redeem in-store, online, or in-app! Be sure to follow the instructions on the rewards screen when redeeming, the process is slightly different when redeeming rewards online and in-app ordering versus in-store.
I am getting an error when trying to use my COUPON code at checkout.
Some rewards and offers have to be unlocked first, before they are available to be redeemed. If your code isn't working at checkout and you have all required items in your cart, try unlocking in-app, it's just 3 quick steps (Tap "MORE", then 'Coupon', then type in coupon code. Your offer will be added to your account, visible on the "REWARDS" tab.) For more help and step by step instructions, visit How to unlock & redeem my offer.
I dowloaded the app and am trying to sign up but it’s telling me an account already exists with my phone number? I don't already have the app.
If you have ordered online before, you likely created a Shack Rewards account there. No worries though, that just means you’re one step ahead, you will want to select "Log In" vs Sign Up and log in with your same Shack Rewards account email and password as used online (Note: if your email is not recognized, you may have created using your Facebook or Apple ID to log in. For help or customer support, go to the “More” tab in your app and tap “Need Help”, then “App Feedback”.
If I am already a current loyalty member what happens to my visits?
All guests who have visits from our previous in-store loyalty program are able to transfer their Shack Rewards Account to the app and turn the visits into points. Learn more about Transferring your Shack Rewards account here: www.shanesribshack.com/rewardstransfer
I downloaded the app and selected “Transfer Visits” but it’s telling me an account already exists? How Can I Transfer my Shack Rewards?
If you have ordered online before, you likely created a Shack Rewards account there. No worries though, that just means you’re one step ahead, you will want to sign in with your same Shack Rewards account email and password as used online. Then, once you've signed in, you will be sent a verification security code to verify your account to Transfer your Shack Rewards account. For help or customer support, go to the “More” tab in your app and tap “Need Help”, then “App Feedback”.
I transferred my Shack Rewards at sign up, but I do not see my bonus points in my account.
In order to transfer your Shack Rewards, you will need to enter the 6-digit verification code sent via text message to your loyalty phone number. To resend the verification code, tap “Resend Code” on the Migration screen. To find the Migration screen, navigate to the “More” tab, tap “My Account”, then “Migrate points and rewards”. Note: points may take 24 hours from the time the verification code is entered to appear in your account. Learn more about Transferring your Shack Rewards account, visit: www.shanesribshack.com/rewardstransfer
I did not receive the verification code text that was sent to my phone when I signed up (to transfer my Shack Rewards account visits).
To resend the verification code, tap “Resend Code” on the Migration screen. To find the Migration screen, navigate to the “More” tab, tap “My Account”, then “Migrate points and rewards”. If you do not receive the code or need further assistance, go to the “More” tab in your app, tap “Need Help” then “App Feedback” to contact customer support or email appsupport@shanesribshack.com.
I want to Transfer my Shack Rewards but what if I have visits at more than one location?
Your visits from all locations will be combined together & transferred into your app account!
I am getting a reminder when I open my app to enter my verification code, but I did not receive a text with the code.
Guests who migrate with a home phone number (or a phone that cannot receive text messages) won’t receive a verification code to transfer and will need to click on “Need Help” then “App Feedback” found in the “More” tab of the app or email support at appsupport@shanesribshack.com to have points added to your app account.
Are there any items that are excluded from earning points?
The following items are excluded from earning points: Alcohol, Merchandise, Gift card purchases, Orders via a 3rd Party. *See also earning rules on catering orders below.
Can I earn points on catering orders?
Yes, guests may scan receipts from Catering Orders and earn up to 1,500 points. The maximum earning on catering orders is $150 dollars (1,500 points).
How are my points calculated?
Points are earned based on the subtotal (subtotal excludes taxes and discounts). Points are rounded to the nearest whole dollar using standard rounding rules (example: $10.49 = $10 (100 points) example 2: $10.60 = $11 (110 points).
I didn't receive my points when I made a purchase. Why?
Points can take up to 2 hours after a purchase to appear in your account. The “Account History” found in the “More” tab shows how many points you have pending.
I paid for my order and forgot to scan my app at the register. Can I still get my points?
Yes, you can earn points by scanning the barcode at the bottom of your receipt or manually enter the unique barcode number into the app or online. Tap “Earn” at the bottom of your app screen. From there, select “Scan Receipt Barcode” for your camera to be accessed. If you are experiencing difficulty scanning the barcode, select “Enter Receipt Barcode Number” to enter the unique barcode from your receipt. Please note that the barcode from your receipt may be scanned or entered in manually within 7 days of your purchase.
What if i don't have my receipt? Can I still get my points?
If you no longer have your receipt, or are unable to read it, we will not be able to provide points credit. We have to have the receipt in order to locate and link the transaction to your Shack Rewards account.
I paid and picked up my online order. How do I get my points?
As long as you are signed into the app or online with your Shack Rewards account, you won’t need to do anything else to receive points for your order submitted through the app or online. Points are added to your account automatically as long as you are not checking out as a "guest".
Will I still receive points if I order delivery through a third-party delivery service?
Orders placed through third party vendors such as Google Food Ordering, Doordash, UberEATS, Grubhub, Postmates, etc. do not earn points.
Why is the app asking for my location data?
Location data is used for 3 reasons: 1) To link you to the Shane’s location that you are checking in at 2) To find the nearest Shane’s to you, and 3) If you happen to be near a Shane’s location, we may send you a special offer. We do not use your location data for any other purpose.
I recently moved. how can I change my ‘Favorite Shack’ location?
Navigate to the “More” tab, select “Locations”, scroll and click on location and Guests may select one favorited shack at a time. Note: your “Favorite” location will always show up at the top of the list when ordering in the app.
If I set a favorite Shack, can I still earn and redeem points at another shack location?
Yes!
Are add-ons included in rewards/offers?
Most add-ons are extra - ask a Shack Crew Team Member if you have any questions!
I had an offer in my app but now it’s gone.
Once an offer has expired, it will no longer be visible in your app. (Note: offers that are only valid at a specific location may not be visible when ordering at a different location.)
Do I lose my rewards points if I click “Redeem Now” but don’t redeem the reward at that time?
No, your rewards points will be returned to your account if you do not complete a purchase at that time.
Do my points expire?
Points last 365 days from your last visit, so you'll have plenty of time to redeem them!
Do I receive a gift for my birthday?
Yes, you will receive a Free sandwich of your choice offer 7 days before your birthday. The offer will be valid 14 days from date received.
How many points do I receive if I refer a friend?
500 points will be awarded to you once your friend creates an account and makes their first purchase.
** Gift Card FAQ's **
I received a digital gift card; where can I see it in my app and how can I use it?
Digital Gift Cards are located under the “More” tab within the App. To use a digital gift card, you will scan it at the counter during checkout. If you are ordering online, you will select the gift card from the dropdown options as your payment on the checkout screen.
Can I send a digital gift card without having the app?
No, both the sender and the recipient of the gift card must have the Shane's Rib Shack app and a Shack Rewards account to send and to redeem in-app digital gift cards.
What is a Gift Card Passcode?
This is a passcode to protect your gift cards that are stored in your app. This passcode is set up when the first gift card is added/purchased in the app. Both digial and physical gift cards can be added and stored safely in your app account.
I forgot my Gift Card Passcode, how can I reset it?
There are 2 ways to reset this passcode:
- In the 'Gift Card' section of the app. In the app, Select 'MORE' --> Tap on 'Manage Cards' --> Select one of your stored digital Gift Cards --> Tap "View E-pin" --> you will be prompted to enter your Gift Card Passcode -- This is the screen you will see a "Forgot Passcode?" link. Once clicked, an email will be sent with a reset link.
- From the Checkout screen in the 'ORDER' tab, select your Gift Card, then tap the ‘Reset Gift Card Passcode’ link. An email will be sent with a reset link.
Why don’t I see all of my gift cards in the app?
Physical Gift Cards added at checkout in the 'ORDER' tab will not be visible in the 'Gift Card' section of the app. If option is selected to 'save payment method for future' (at checkout), the Gift Card will be stored as a Payment option only on the Checkout screen for the location you are ordering from. To store and manage a Gift Card in your app, add it in the ‘Gift Card’ tab found in the ‘More’ section of your app.
how Do I pay with a gift card from the Shane's app?
In the app, Select 'MORE' --> Tap on 'Manage Cards' --> Select your Gift Card --> Tap on the QR code to expand and scan at the register when prompted to do so by the Shack Crew Team member.
How do I share a gift card with friends or family?
Go to ‘More’ > Tap ‘Gift Card’ > Tap ‘Manage Cards’ > Tap on the Gift Card you wish to share > Tap ‘Share your gift card with friends or family’ > email sharing with must match email registered with Shack Rewards account.
How do I buy a gift card within the app to gift?
Tap the ‘More’ > Tap ‘Gift Card’ > Tap ‘Gift a Card’ > Tap ‘Buy New Gift Card’ > Choose your design > Add the recipient’s email > Add the amount you want to be on the gift card > Pay for the gift card > Send!
** IMPORTANT, When sending digital gift cards in-app, recipient MUST have the Shane's app. Email address must match email associated with recipient's app Shack Rewards Account.
My gift card balance shows it has $X.XX amount on it, but it is not working
To refresh the balance, tap "Refresh" on the screen. This can be done from the Checkout screen or in the Gift Card section of the app found in the 'MORE' tab.
- From the 'MORE' tab > Select ‘Gift Card’ > ‘Manage Cards’ > Select the gift card > Tap ‘refresh’ next the balance. This will show you the gift card’s current balance and a time stamp.
For more information or help, tap "MORE" --> "Need Help" --> "App Feedback" in the Shane's App and submit a request to App Support or email appsupport@shanesribshack.com.
