FAQ: In English

Undrar du över något? Här nedan finns svaren på de vanligaste frågorna. Skulle du inte hitta det du söker efter är du välkommen att höra av dig på info@espressohouse.se. Gäller din fråga Coffee Card eller vår app, vänd dig gärna till coffeecard@espressohouse.se.

  • I used an offer, but it didn’t go though. Why?

    If you used the app:
 Please double check that you had activated the offer you liked to use in you app by pressing “Use” before you scan. Also make sure that the product you ordered was valid for the offer you choose, that you did the purchase during the valid period of time, and that you did the purchase in the shop/country that the offer was valid in. Also check you had internet on your phone when you used the offer. If you used Espresso House Wifi, don’t forget to accept the terms and conditions to make the internet work properly.

    If you used your bank card connected to My Espresso House: 
You can only connect your bank card to My Espresso House in one of our shops. If it’s connected correctly, then the Barista will be able to see your offers in the cash register and activate the offers for you. If that doesn’t work, double check with the Barista what offer he/she did active. Then contact support with the following information:

    If you contact support, please give them the following information:
    – What shop did you visit?
    – What product did you order? Small or big?
    – What offer did you use?

  • Why has my Coffee Card balance disappeared?

    If you balance has disappeared it’s probably because you have changed your phone number. You balance is connected to your phone number, and when you change your number – a new membership number is generated with a zero balance. If you need to merge you balances or transfer membership numbers, please contact support.

  • Why isn’t my Coffee Card balance correct?

    The likely reason is that your phone hasn’t had connection to internet and been able to synchronize with your latest purchase. Before you contact support, please check that your internet is working and then restart your app. A restart reloades your balance.

  • Why am I unable to top up my Coffee Card?

    You must first have a registered bank card in your app. The card has to be a Visa or a MasterCard. Your card needs to accept international payments as well as online payments. The card needs to be valid for more than 6 months ahead. Your card could have been stopped in Espresso House internal safety checks and your app has therefore been deactivated. Then you have to contact our support to reactive it again.

  • Is it safe to register my bank card in the app?

    Yes! No credit card details are saved in the app – your details are saved through an encrypted link to a safe server, certified by Visa and MasterCard. When you top up your Coffee Card with your bank card we only send a reference-ID to follow though the transaction.

  • Why am I unable to register my bank card in the app?

    You can only register Visa or MasterCard’s. You card needs to accept international payments as well as online payments. You card needs to be valid for more than 6 months ahead. If you happened to put in wrong information when registering, then your card could have been inactivated in our systems. Then you have to contact support@espressohouse.com to activate it again.

  • How do I send a gift to someone that doesn’t have the app?

    Unfortunately, you won’t be able to send a gift to someone who doesn’t have the app today. We are working on that solution and it should work soon. The solution right now is to ask the one you want to send the gift to, to first download the app and become a member, and then send the gift.

  • Why should I register my email address?

    If you register your email address, we can recreate you Coffee Card if you, for example, change phone number. We can also inform you regarding important changes and you might be invited to answer member surveys.

  • Will the Espresso House app work on all types of smartphones?

    No, unfortunately the app will not work on older smartphones. Since there are so many phones in the market, we won’t specify what phones it will work for and not work for. But a good start for you is to make sure you got the latest update on your phone. If it still doesn’t work, or just look strange (ex. some views don’t fit the frame), get in touch with our support and we will look into it.

  • Will my bank card be connected to My Espresso House if I just register my bank card in the app? 

    We are working on that solution right now! But for now, you can only connect you bank card to My Espresso House through one of our cash registers.

  • How do I connect my bank card to My Espresso House?

    Visit one of our Coffee Shops and ask our baristas and they will help you.

  • Do I receive offers and can I collect stamps when I pay with the physical Coffee Card?

    If you only have the physical Coffee Card, then you are not a member of My Espresso House. You can only identify as a member by scanning the app, or using you bank card that is connected to My Espresso House.

  • Why isn’t the barcode (the thing I scan) on the start page?

    It’s there! But it’s hiding a bit. Just tilt you phone forward, or turn it upside down, and it will appear.
    Why can’t I register as a student? (Swedish users only)
The registration will be in place soon!
    Where are my gifts?
Your gifts will be in place soon. We have to do a manual transfer from the “old” app to this updated app. It could take a day or two. But if you are still missing a gift, please contact our support.

  • Why have you removed the top-up bonus? 

    Because we have introduced our stamp card, where you get your favourite drink for free after 9 stamps. This will be a better deal for you in the long run.
    Before, I got 20 % on take away, but now the app doesn’t say that I have that anymore. Is it removed?
Some of our guests have other types of discounts than the normal 10 %, if they top up with at least 30 €. You will still have the same discount as you had before. We just haven’t communicated that in the app just jet.

  • What do I get when my stamp card is full? 

    You will get your favorite drink from the menu, for free!
    Why have you changed the lowest level for Coffee Card top up to 30 €? 
In our old app, you had to pay with Coffee Card money to be able to use offers. For years, you guests have asked for a solution where you instead could have the option to choose your way of payment. So, we listened, and now you don’t have to pay with deposited Coffee Card money to use offers or to collect stamps. You can get 10 % in addition to this, but then you have to deposit at least 30 €.

  • Why have you removed the gold level?

    We asked you guests what you thought about the gold level. The majority answered that they didn’t think the gold level was premiering the most loyal guests in a good way. Therefore, we changed the concept, so now you get more offers and gifts the more you visit us.

  • My student discount has disappeared but I’m still a student. Why? (Swedish users only)

    If your Mecenat card is no longer valid, you have to reregister. The cards that are not valid will be deregistered automatically. Log into Mecenat to make sure that you are still registered as a student – then contact our support that will help you with your registration.
    I have registerd as a student, but it doesn’t show in the app. Why? (Swedish users only)
The reason is probably that it takes up to 24 hours before the student discount becomes valid.

  • How do I register as a student? (Swedish users only)

    When you register as a student you get 20 % off your purchase when you choose take away. To get the discount you have to download our app and register your Mecenat card in our app and pay with deposited Coffee Card money. Lowes top up limit is 30 €.

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