Question 1

Getting started

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Answer

Our app allows you to collect points every time you spend in store. You'll get 1 point for every £1 you spend and can start paying with points when you have a minimum of 30 points.

To use in store, speak to a team member and provide them with your email address so they can create your account on the till. Then, to view your points and get extra rewards, download our app. You can also create your app account in advance:

- Download the app for iOS here or Android here.
- Create a new account by clicking the 'New user? sign up' button at the bottom of the app homescreen.
- Enter your email address to create a new account. So that your account syncs with your store transactions, make sure to use the same email address you have or will provide in store.
- You'll then receive an email with a verification pin, enter this when prompted to login to your new account. If you don't receive this email, please check your junk email folder.

If you used our old app, you'll need to create a new account to login. If you've transferred points, please make sure to create your account using the same email address.

If you were referred by a friend, enter the email address you entered when registering and your details will populate in the app.

You’ll then be able to login with these details and you’ll receive bonus welcome points when you first join.

After you’ve logged in, click the top three lines and then tap ‘Settings’.

In ‘Personal Information’ you can enter your full name, and if you’d like a free drink on your birthday, enter your date of birth

In ‘Communication Preferences’ choose whether to receive email, push or SMS notifications by tapping the button next to each option. Selecting email will opt you into marketing communications from Knoops.

We recommend selecting push notifications and email to ensure that you receive all the latest rewards and offers, and updates from Knoops.

Question 2

Do I need to create a new account?

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Answer

To use our loyalty app you'll need to create a new account. If you had an account on our previous app, this login will not work.

If you have transferred points from our previous app, please make sure to create your account using the same email address to ensure you receive your points.

- Download the app for iOS here or Android here.
- Create a new account by clicking the 'New user? sign up' button at the bottom of the app homescreen.
- Enter your email address to create a new account.
- You'll then receive an email with a verification pin, enter this when prompted to login to your new account. If you don't receive this email, please check your junk email folder.

Question 3

How do I collect points?

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Answer

You earn 1 point for every £1 you spend in store.

Every time you make a purchase in store, please inform the team member that you use the Knoops app and provide them with your email address. They will then allocate the points you’ve earnt to your account and your updated balance will be visible within the app.

Question 4

How do I redeem points?

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For every 6 points you earn you can spend £1 in store. You can start spending your points when you’ve earnt a minimum of 30 points.

If you would like to pay with your points in store, please inform the team member at the till point and provide them with your email address. They will deduct the number of points requested from your account. Your updated balance will then be available to view within your app.

Points will be rounded up when you spend - eg for £4.10 transaction will use the equivalent of £5 (25 points) - and you won't collect points when you use your points to pay.

If your points balance falls below 30 points, you must earn enough points to bring your balance back to 30 points before you can begin spending again.

Question 5

How do I claim an offer?

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If you are eligible for an offer - eg Marshmallow Monday - you will see this in the 'offers' section of your app.

Please show the team member at the till the relevant offer. They will then process accordingly.

Question 6

How do I refer a friend?

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Answer

Tap ‘Refer a Friend’ from your app’s homepage or menu to share your personalised referral link and invite a friend to start enjoying Knoops and create an account.

When they’ve created an account they’ll be prompted to download the app. When downloaded they'll receive 15 welcome points and can start collecting points.

When your friend makes their first purchase worth £3 or more that's connected to their loyalty account (within 90 days of the invite being sent) you’ll receive a bonus 15 points.

Question 7

How do I claim my bonus birthday points?

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Make sure you've added your date of birth. Go to 'Settings', then tap 'Personal Information' and enter your date of birth in the 'Birthday' section.

If you've entered your birthday, you'll receive an extra 30 points in your account on the day of your birthday to spend in store.

Question 8

How do I see how many points I've got?

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When you open the app, you'll see your current points balance in the bottom right hand corner. You can also see which rewards you're currently eligible for - and those that you're close to - by tapping 'Offers'.

We recommend enabling push notifications and registering for emails to ensure you don't miss out on any offers or rewards and hear the latest from Knoops. You can do this by tapping 'Settings', then 'Communication Preferences'.

Question 9

Where can I use my loyalty app?

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Answer

You can use your loyalty account to collect points in all of our stores.

Click here to see all of our locations.

Question 10

How do I get updates about rewards + offers?

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In the app, tap the three lines in the top left hand corner and then tap ‘Settings’.

In ‘Communication Preferences’ choose whether to receive email, push or SMS notifications by tapping the button next to each option. Selecting email will opt you into marketing communications from Knoops.

We recommend selecting push notifications and email to ensure that you receive all the latest rewards and offers, and updates from Knoops.

When you've chosen your preferred options, you'll receive updates from us.

Question 11

How do I update my settings?

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Answer

In the app, tap the three lines in the top left hand corner and then tap ‘Settings’.

In ‘Personal Information’ you can enter your full name, and if you’d like a free drink on your birthday, enter your date of birth.

In ‘Communication Preferences’ choose whether to receive email, push or SMS notifications by tapping the button next to each option. Selecting email will opt you into marketing communications from Knoops.

We recommend selecting push notifications and email to ensure that you receive all the latest rewards and offers, and updates from Knoops.

Question 12

How do I transfer points to a friend?

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Answer

You can transfer loyalty points to a friend who also has the Knoops app.

Tap ‘Transfer’ from the app menu and complete the form to confirm how many points you’d like to transfer and enter your friend's details.

Question 13

What is the QR code used for?

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The QR code can be used to check your point balance on in store tablets (not yet available). It cannot be scanned at the till.

Question 14

I have more questions about the app

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For any other queries about our app, please get in touch on app@knoops.co.uk

Question 15

What happened to the old app?

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Our old app is no longer available, we've updated it with a new version so that we can give you more rewards and offers. All accounts created in the old app are now inactive, to use the new version you'll need to create a new account.

If you have any queries regarding your old account, point or credit balance, or anything else please contact us on app@knoops.co.uk

Question 16

How can I transfer my points from the old app?

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All users of our previous app will have been contacted via email with an option to opt in to transfer points.

Alternatively, please contact us on app@knoops.co.uk

Question 17

I had credit in the old app, will it be refunded?

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Our new app doesn't hold credit so we will be refunding any outstanding credit. You don't need to do anything, you'll be refunded to the card originally used to purchase by 22nd April 2022.

If you'd like to speak to us about this, please get in touch at app@knoops.co.uk

Question 18

I have more questions about the app

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For any other queries about our app, please get in touch on app@knoops.co.uk

The Knoops loyalty app

How to use our loyalty app

Getting started

Do I need to create a new account?

How do I collect points?

How do I redeem points?

How do I claim an offer?

How do I refer a friend?

How do I claim my bonus birthday points?

How do I see how many points I've got?

Where can I use my loyalty app?

How do I get updates about rewards + offers?

How do I update my settings?

How do I transfer points to a friend?

What is the QR code used for?

I have more questions about the app

I used the old app, what's different?

What happened to the old app?

How can I transfer my points from the old app?

I had credit in the old app, will it be refunded?

I have more questions about the app

Our stores

Brighton

Rye

Kensington

Chelsea

Richmond

Oxford