My Local : Choose your local

FAQs

Where is my Birthday voucher?

The birthday vouchers are sent out 10 days before your birth date and are valid for 30 days from issue. If you signed up within 10 days of your birthday it may not have appeared in your account. Contact us via ‘Need Help?’ in the menu and we can manually add this for you. Please check that your birthdate is correct to ensure you get your birthday reward. You can check this in ‘Edit Profile’.


Can I earn or redeem points via Uber Eats?

No, unfortunately at this stage, loyalty points are not able to be earned or redeemed on Uber Eats.


Why won’t my barcode scan?

There are a few of reasons a barcode may not scan or no longer be valid:

  • Barcodes are only valid for 72 hours from the point the transaction took place. If you are trying to earn points from an expired barcode, click ‘Need Help?’ within Loyal and send an image of your receipt to our support team. They will determine eligibility and can process these receipts for you.

  • There may be an internet connection error, try again soon. If the barcode expires after 72 hours and you have still not received your points, click ‘Need Help?’ within the Loyal app and send the support team an image of your receipt. They will determine eligibility and can process the receipt for you.

  • There is a limit of six receipts that can be scanned within three hours. This limit is generated from the time the transaction took place and is not based on the time you are scanning the receipt. If you believe you are eligible to earn points from extra receipts in this time, click ‘Need Help?’ within Loyal and send the support team an image of the receipt. They will determine eligibility and can process these receipts for you.


Why isn’t there a barcode on my receipt?

  • The staff member may have given you the Table Summary rather than a transaction invoice. Click ‘Need Help?’ within the Loyal app and send an image of your receipt to Loyal support who will determine eligibility and can process these receipts for you.

  • If you are paying using an account in store, or using physical vouchers to pay your bill, there will be no barcode as these transactions are ineligible to earn points.


Why am I getting notifications from Lone Star’s that aren’t my ‘favourite’ location?

Sometimes you may get notifications if you have visited another Lone Star, have this store set as your favorite Lone Star or you are nearby.


I spent $400 but only got 100 points - where’s the rest?

When you accumulate 300 points these are automatically converted to $15 Lone Star Dollars. The remaining points then begin accumulating again towards 300.


I clicked redeem voucher but I’m not ready to use it. How do I get it back?

When you redeem a voucher, this produces a unique code for one hour. During this hour you can locate the voucher in your account history. Press the history record for the reward that is still active and this will re-open the redemption code. After this hour has lapsed, and if the reward has not been redeemed in that time, the reward will simply return to your reward wallet under the ‘Redeem’ button.


Can I use my Lone Star Dollars with a voucher?

Unfortunately not. All Lone Star Loyal Dollars come with the terms and conditions: Cannot be used in conjunction with any other offer, promotion, voucher or discount.


Can I use my birthday voucher with a free dessert?

Unfortunately not. All Lone Star Loyal vouchers come with the terms and conditions: Cannot be used in conjunction with any other offer, promotion, voucher or discount. We suggest you choose the voucher that is of the greatest value and save the other for next time.


Can I use more than one voucher at a time?

Unfortunately not. All Lone Star Loyal vouchers come with the terms and conditions: Cannot be used in conjunction with any other offer, promotion, voucher or discount. We suggest you choose the voucher that is of the greatest value and save the other for next time.


Do my vouchers/points expire?

Yes. Vouchers vary in regards to their expiry. You can find your reward and its expiry date under ‘Redeem’ in the Rewards screen. Points have an expiry of 12 months from the date earned. Lone Star Dollars have an expiry of 12 months from issue.


Do I have to print my voucher?

No. If you have Lone Star Loyal on your smartphone, you simply need to provide your rewards redemption code, or check in using your Earn code - ask your cashier for assistance if you are unsure. If you use the Loyal web version, you simply need to provide your email address (or phone number if you have entered this into your profile) at the restaurant and our friendly cashiers will be able to check you in and redeem any rewards or earn points for you.


Why do you no longer receive a free birthday meal on your birthday?

We feel the free birthday meal was too specific for some of our Loyal guests. Instead we now send a $20 voucher celebrating your birthday. This is valid on a transaction of $50 or more and can be used on anything, whether it is merchandise, drinks, snacks or desserts. Also, there is also no longer the requirement that you must be dining with a table of four or more to use your reward - giving you more flexibility when visiting your local Lone Star.


How can I earn points?

Well, first you come in and dine or enjoy a drink and snack at Lone Star, then when you are settling your bill you can:

  • Scan your App’s “Earn” QR code at the register - be sure to let your host know you wish to earn points. OR

  • Scan your barcode receipt with your App within 3 days of dining.


Where do I find my free dessert for signing up?

Once you have signed up to your Loyal App account, your free dessert reward can be found in ‘Redeem’ on the Rewards screen.

Please note there is one free dessert sign up reward per device. If you or someone else has already signed up to Loyal on the device, you will not receive another free dessert reward.

Please note there is no free dessert sign-up reward for online registrations, it is only awarded when signing up through the Loyal smartphone App. Online or website sign ups are not eligible for the free dessert.


How do I enter a promo code?

Open the menu in your Loyal App on the left hand side.

Select Promo code and type in your code (not case sensitive).

Once entered, the voucher will appear in ‘Redeem’ on the Rewards screen.

Please note, promo codes are only valid when using the Lone Star Loyal App (not an online account).


How do I enter my kids details?

From the homepage in the Lone Star Loyal App select 'Kids'.

Add their details under ‘Junior Rangers' Details’ and click ‘Update’. If you have more than one child to add, click ‘Add More+’.

You are welcome to add other family members in this section however please note, they will only receive a $15 voucher for their birthday as they will be registered as a ‘child’. Normal terms and conditions apply for multiple redemption's - see individual rewards for more details.


How do I update my date of birth?

To update your date of birth, click ‘Need Help?’ within the Loyal app and email us your correct date of birth with proof of identification (e.g. NZ Drivers Licence or Passport).


How do I update my email address?

To update your email address, click ‘Need Help?’ within the Loyal app to send us an email with your correct or amended email address.

PLEASE NOTE: If you signed up using Facebook, we are unable to edit email addresses as this is linked from your Facebook account email address.


How do I refer a friend to Loyal and receive 30 bonus points?

  • Open the side menu in your app (top left-hand corner)

  • Click 'Invite Friends' to bring up your unique referral code

  • Share your code directly from the app or copy the code by tapping it

  • You'll earn 30 points when your friend enters your invite code upon signing up and makes their first purchase.


Can I gift people my Lone Star Dollars?

Not exactly. If you want to dine with them and pay for their meal, go ahead! But you can’t transfer dollars from one account to another.


How do I use/redeem a reward?

When you are paying for your meal, be sure to tell your host you want to use a reward, then:

  • Find the reward you wish to use on your App

  • Press the Redeem button, which will generate a unique code on your App

  • Present this code to your host who will either scan the QR code or input your redemption number.

  • If your transaction meets the reward terms and conditions, the total amount for the reward will be deducted from your final bill.


Can I scan the same barcode twice to earn double points?

Sorry, no - once a barcode has been used to earn points, it is now null and void. The App will reject the barcode if scanned twice.


What happens when I hit 300 points?

Your point balance will be reset to zero, and you will be gifted $15 Lone Star Dollars.


Can I earn points for gift card spend?

Yes, you sure can however not with Lone Star Directors or Community vouchers. You won’t receive points when you purchase a gift card, the points are earned when the gift card is spent in-store.


Will I earn points from items that are paid for with App rewards or App Lone Star dollars?

No - you will only earn points from items you pay cash for. When a reward is used on a transaction, you will earn points on the remainder that is paid in cash.

For example, if you have a bill of $100 with a $10 voucher applied, bringing the payable total to $90, you will earn 90 points.


If I split a payment for a transaction, will I still earn points off the parts I don’t pay for?

No, you only earn points for what you directly pay for.