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, type in your phone number before you pay for your order. Points cannot be applied after the order is placed. 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, see all the Shack Rewards 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!
- To Redeem In-app: From the "rewards" tab, Choose the desired reward and select "Add Reward". Follow the prompts to select your location and make your customizations, then tap "Add to cart". (You can also redeem from the 'Checkout' screen.)
- To Redeem Online: Log into your account, select 'My Account' then 'Loyalty Information'. Choose the desired reward and select "Add Reward". Follow the prompts to make your customizations and select "Add to cart". (You can also redeem from the 'Checkout' screen.)
- To Redeem in-store: Type in your phone number to pull up your account. Tap "Redeem" on the desired reward, and let the Shack Crew Team Member know that you'd like to redeem a reward.
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 or entered your phone number on the tablet at the register, 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 phone number used. You will then receive a text with to that phone number with a code to log in. (Note: if your phone number is not recognized, you may have created using your Facebook or Apple ID to log in). For help or customer support, email appsupport@shanesribshack.com.
I am logged in to my account using my phone number but i do not see my points?
You may have created your account on our previous app using your Facebook or Apple ID to log in and didn't have a phone number listed. If that's the case, we can help get your account linked to your phone number and transferred over. Email customer support at appsupport@shanesribshack.com.
I am getting an error when trying to use my PROMO code at checkout.
Some rewards and offers are valid at specific locations only. If your code isn't working at checkout and you have all required items in your cart, confirm you are ordering from the location the offer was sent from. If the problem persists, call the restaurant directly for help.
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 down to the nearest whole dollar (example: $10.49 = $10 (100 points) example 2: $10.60 = $10 (100 points).
I didn't receive my points when I made a purchase. Why?
You should also receive a text after your visit confirming points earned. Points can take up to an hour after a purchase to appear in your account. View your “Account History” in the “Rewards” tab to see points earned and redeemed.
I paid for my order and forgot to enter my phone number at the register. Can I still get my points?
Please reach out to the restaurant manager directly.
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 placed the order while signed into 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, EZ Cater, 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.
If I Sign up for loyalty at my nearest 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 my points expire?
Points last 365 days from your last visit, so you'll have plenty of time to redeem them!
** Gift Card FAQ's **
how Do I pay with a gift card from the Shane's app?
At this time, gift cards may only be redeemed in-store.
How do I buy a gift card within the app to gift?
At this time, digital gift cards may be purchased on Amazon. Physical gift cards are available for purchase in-store.
For more information or help, submit a request to App Support by emailing appsupport@shanesribshack.com.
