Frequently Asked Questions

Colectivo Rewards

Why did my points balance update with the launch of Colectivo Rewards?

Thanks to feedback from our rewards members, we've made changes to our program's point structure to make it easier to understand - existing member's point balances have been updated as a result. E.g. if you had a balance of 50,000 points, your new balance will be 500 points. But don't worry, your points haven't lost any value! These changes went into effect on Monday, October 19, 2020.

Do I still earn double points on prepared drinks & bulk coffee on Tuesdays?

Yes! Colectivo Rewards members earn double points on prepared drinks, bulk coffee & tea every Tuesday. Food and bakery is excluded.

How do I become a member?

Joining Colectivo's Rewards program is simple! Download and register an account with our iOS or Android app.

How do I earn points?

Rewards members earn 1 point for every dollar spent on prepared drinks, as well as bulk coffee and tea, and 1/2 point on food and bakery purchases.

How do I redeem my points?

You can redeem your points when ordering via the Colectivo App or in-person at a cafe. Your favorites are now redeemable in simple-to-understand tiers.

Note: Points have no cash value and can be redeemed only once enough points have been earned to cover the full cost of menu items. All drink sizes are included within the appropriate redemption tier.

How do I get my birthday gift?

In order to qualify for a free bag of coffee on your birthday, you must be an activated or registered user and accrue 200 points before your next birthday. You must also enter and submit your birthday on your loyalty account dashboard. An email will be sent to the registered address to notify you that your gift is available. This gift will entitle you to a bag of bulk coffee up to $14.95 from any participating Colectivo café.

Can I register an account over the phone?

Sure! Our customer service department would be happy to assist you. Please call 414.273.3747 during regular business hours (M-F, 8am – 5pm) and we’ll create an account for you. Please note, you will need to need to download the Colectivo App in-order to begin earning points on your in-cafe purchases.

Mobile APP

Where can I use my app?

You can use your app or card to earn or redeem points at any participating Colectivo Coffee retail location. We are sorry but cards may not be used for online orders or wholesale purchases.

I forgot my phone. Can I still earn points?

If you forget your phone when visiting one of our participating locations you can still get your points! Request a printed receipt, log in to your rewards account and enter the receipt information. Your points will then be added to your account. NOTE: Receipt transfers cannot take place until the day following a transaction and must be completed within one week. Only one receipt transfer per week is allowed.

How do you update the Colectivo app?

By default, smartphones will update apps automatically, usually when charging and connected to wifi. Some people will disable automatic app updates, and even if enabled, these automatic updates can take days or weeks for some people.In general, a phone owner can go into their phone's app store, then to the Colectivo app listing to update the Colectivo app. Alternatively, a phone owner can install all pending app updates in a couple easy steps:
iPhone manually update apps: https://support.apple.com/en-us/HT202180#manual
Android manually update apps: https://support.google.com/googleplay/answer/113412?hl=en

I'm having issues with my Colectivo App, what can I do?

Since everybody's phone is unique, no issue is ever the same. However, these steps may help fix common issues experienced within the Colectivo App:
• Update app (check for app updates in your phone's app store)
• Close app (completely exit the app), then reopen
• Empty cart, try again
• Restart your phone
• Sign out of your app account, and sign back in
• Check app permissions in your phone's settings (location required, but only to check nearby cafes)
• Uninstall/reinstall app

What permissions are required to use the Colectivo App?

The Colectivo app needs to access a phone's location to check for nearby cafes when ordering. This information is not stored or associated with a customer's Colectivo account.

If a Colectivo app user denies location permissions to the app, placing an order may not work as expected.
Location - to check nearby cafes, only used when checking nearby cafes
Push notifications - to send order status and occasional cafe or product information

When an app is installed (Colectivo app or any other), it will request permissions the first time it's used. An app user can always remove then reinstall an app to correct permission settings.

General support for iPhone

All iPhones require an Apple ID account to install apps. Most people set up this account when they get their phone, then immediately forget the password and the very existence of the account.If Apple ID account is set up as expected, the iPhone will work normally and apps will update smoothly.If an Apple ID account is signed out or disconnected, no apps can be installed or updated. To resolve this, the Apple ID account must be recovered (this can only be done by the phone's owner).
How to manually update apps:
https://support.apple.com/en-us/HT202180#manual

How to turn on automatic updates:
https://support.apple.com/en-us/HT202180#automatic

If apps won't download or update:
https://support.apple.com/en-us/HT207165

Storage full - free up space:
https://support.apple.com/en-us/HT201656

Lost apple ID pw:
https://support.apple.com/en-us/HT201487

Check location settings:
https://support.apple.com/en-us/HT203033

General support for Android

All Android phones require a Google account to install apps. Most people set up this account when they get their phone, then immediately forget the password and the very existence of the account.If a Google account is set up as expected, the Android phone will work normally and apps will update smoothly.If a Google account is signed out or disconnected, no apps can be installed or updated. TO resolve this, the Google account must be recovered (this can only be done by the phone's owner).
How to manually update apps:
https://support.google.com/googleplay/answer/113412?hl=en

How to turn on automatic updates:
https://support.google.com/googleplay/answer/113412?hl=en

If apps won't download or update:
https://support.google.com/googleplay/answer/7513003?hl=en

Storage full - free up space:
https://support.google.com/android/answer/7431795?hl=en

Lost Google account pw:
https://support.google.com/accounts/answer/41078?co=GENIE.Platform%3DAndroid&hl=en

Check location settings:
https://support.google.com/accounts/answer/3467281?hl=en

How Can We Improve?

We're always looking for feedback. Have an idea for a new feature or suggestion on how we can improve the app or rewards program? Let us know!

Submit Feedback