Swiss Farms Mobile App: Frequently Asked Questions

Q: Do I need a smartphone to participate?

A: At the moment, yes, you do.  We’re working on developing a loyalty card that would act the same way as the app does, and will announce as soon as it’s ready.

Q: What types phones can I use?

A: The Swiss Farms 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.  Current companies that use a LevelUp app are: Saxby’s, Cava Grill, Sweet Green, 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 Swiss Farm gift cards 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 Swiss Farms 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 Swiss Farms 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 Swiss Farms with the app.

Q: What is the base reward earnings rate?

A: You will earn $1 in credit for every $20 you spend in Swiss Farms stores through the App.

Q: Do I need to spend $20 in a single transaction to earn a credit?

A: No. Spending accumulates over time, and earns $1 reward for every $20 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 $60 in one transaction, you would receive $3 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 ever expire?

A: No, they never expire.

Q: How do I redeem rewards?

A: When you pay for purchases with the Swiss Farms 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 Swiss Farms App interacts with our registers, only purchases paid for with the app can earn rewards.

Q: Why does the Swiss Farms 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). Swiss Farms does not do this, though, and does not charge any fees for using our mobile app.

By bundling customer charges, Swiss Farms 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 $1 customers earn for every $20 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 Swiss Farms app and registers an email.  Once your friend redeems his/her $3 welcome credit on a purchase of at least $6, you will receive an additional $3 referral credit.

Q: Can I still earn money for my Farm Fresh organizations?

A: Yes, you can.  When signing up for the app, enter your Farm Fresh organization’s name in the “Organization” field to have the same 3% returned to that organization.  If you forget to list the organization when signing up, you can enter it later by going to the Settings tab, choosing “Profile”, and updating the organization name.  3% of your spend will be returned to your chosen organization at the end of the month. Detailed instructions can be found here.

Q: Why did you discontinue the Farm Fresh program?

A: Because the Farm Fresh Card was focused around community organizations, only those customers who were involved with a community organization that chose to participate in the program could receive the 5% reward for shopping at Swiss Farms. Now, customers – not organizations – can choose whether they want to participate in the program. We didn’t like having to limit which customers could participate, so we made sure the app puts that choice in the hands of each customer. The app includes a lot of benefits that just weren’t available to Farm Fresh customers, like receipt tracking, reward tracking, access to our menu offerings, and mobile payment. The Swiss Farms app will still allow customers to earn money for organizations who currently participate in the Farm Fresh Card program.

Q: What if I need to contact Customer Service?

A: Customers can contact support@thelevelup.com or 1.855.538.3542 if they have any questions about the Swiss Farms app or the program rules.