Mobile App FAQ

Q: What if I need to contact Customer Service?

A: Customers can contact support@thelevelup.com or 855.538.3542 if they have any questions about the The Urban Juicer app or the program rules.

Q: Do I need a smartphone to participate?

A: Yes.

Q: What types of phones can I use?

A: The Urban Juicer app is available for Android and iPhone. Any Android-compatible device or Apple device can support the app.

Q: Is there a Windows Phone App?

A: No Windows phone app is currently available.

Q: What if my email address has already been taken?

A: If your email address is already taken, it just means you’ve already created an account for another company that uses a LevelUp app. You can log in with the same account name and password you use for that app. Some current companies that use a LevelUp app are: Saxby’s, Cava Grill, Sweet Green, The Urban Juicer, Chopt, Dunn Bros Coffee, and Sebastian’s Cafe.

Q: Do I need to link a payment card to use the app?

A: You can use many features of the app without linking a payment card to it, but you will not be able to pay or earn rewards unless you link a payment card to the app.

Q: What kinds of payment cards can I link to the app?

A: Any card with a Visa, MasterCard, or American Express logo can be linked to the app. This includes credit cards, debit cards, and prepaid cards (prepaid credit, prepaid debit, gift cards). Unfortunately, at this time you cannot link an Urban Juicer gift card to the app.

Q: What if I don’t have one of these payment cards?

A: Unfortunately, you will not be able to use the app to pay or earn rewards.

Q: Is it safe for me to give you my credit card information and store it in my phone?

A: You’re actually not giving us your credit card information. The Urban Juicer app doesn’t store credit card info on your phone or in the app. Your card information is stored securely on a separate server. The QR code you use to pay for your groceries simply connects the purchase price with your account through the LevelUp scanner. At no point during the transaction is your credit card information transmitted, stored, or displayed on your phone, our register, or within the LevelUp scanner itself. Your information is safely stored in an encrypted database that uses the same privacy and security measures as your bank.

Q: What happens if I lose my phone?

A: If a customers loses his/her/phone, they can visit www.thelevelup.com/login and enter their account name and password. On the next screen, they should click “Deactivate”. This will forcibly log their account out and reset the payment token. No one will be able to use the customer’s Urban Juicer account until that customer manually enters their password again.

Q: How do I earn rewards?

A: There are many ways to earn rewards. Every new account receives a $3 welcome credit. Customers can refer a friend to the app and earn $3 when the customer successfully activates the account. You will also earn base rewards for every dollar you spend at the Urban Juicer with the app.

Q: What is the base reward earnings rate?

A: You will earn $5 in credit for every $50 you spend in Urban Juicer stores through the App.

Q: Do I need to spend $50 in a single transaction to earn a credit?

A: No. Spending accumulates over time, and earns $5 reward for every $50 spent, regardless of how many transactions it takes.

Q: Can I earn more than one reward in a single transaction?

A: Yes, there are no limits on the number of rewards you can earn at once. For example, if you spend $150 in one transaction, you would receive $15 in credit.

Q: Do online orders earn rewards, too?

A: Yes, they do. All purchase – both online and at our stores – count, provided that they’re paid for with the QR code within the app.

Q: Do rewards expire?

A: No, they never expire.

Q: How do I redeem rewards?

A: When you pay for purchases with the Urban Juicer app, your rewards will automatically be taken off the total cost of the transaction. If the transaction is less than the total rewards available, the remainder will remain on your account for future use.

Q: Do I need to pay for purchases through the app to earn rewards?

A: Yes. Because of the way the Urban Juicer App interacts with our registers, only purchases paid for with the app can earn rewards.

Q: Can I earn points by using my app to purchase already discounted items?

A: No. App points can only be earned on regularly priced purchases.

Q: Why does the Urban Juicer Mobile App bundle customers’ charges?

A: Banks and credit card companies charge fees every time a customer swipes a card to pay for a purchase. These charges can get very high very quickly. Some businesses charge credit or debit card users more for making purchases (or, alternative, give a discount for paying with cash). The Urban Juicer does not do this, though, and does not charge any fees for using our mobile app.
By bundling customer charges, The Urban Juicer saves on these processing fees. Instead of having to pay processing fees on each of four transactions a customer makes, we can bundle them together and pay only one processing fee. We give this money that we save back to our customers in the form of the $5 customers earn for every $50 they spend, as well as our other rewards (welcome credits, refer-a-friend).

Q: How are customers’ charges processed?

A: For the first month, all of a customer’s purchases are charged immediately; they are not bundled. After this first month, each customer is assigned a billing date. We will hold all of a customer’s charges until the billing date, at which all the purchases for that month will be charged at once.
There is one exception to this monthly billing cycle. LevelUp will send charges through once the value of uncharged purchases become greater than $150. Following these “early settlements”, LevelUp will return to billing customers on their billing date.

Q: Why does LevelUp settle charges over $150 early?

A: LevelUp isn’t a bank and is not a business that extends lines of credit like credit card companies. Allowing charges to accrue beyond $150 would start to change the nature of their business in a variety of important ways.

Q: Can a customer request an increase in the early settlement limit?

A: Yes. A customer can email support@thelevelup.com or call 1.855.538.3542 to ask to increase their limit higher than $150.

Q: How can I refer a friend to the app?

A: You can refer a friend by going to the Settings tab, then selecting “Refer a Friend”. You have the option of posting a general invite to Facebook or Twitter or sending a private invite to a specific email address. You will receive an email once your friend downloads the The Urban Juicer app and registers an email. Once your friend redeems his/her $2 welcome credit on a purchase of at least $4, you will receive an additional $2 referral credit.