Get Help

Please check out the frequently asked questions below. If you're still having problems please email us at help@myloyalfamily.com and we'll reply as soon as possible.

FREQUENTLY ASKED QUESTIONS

Joining a Program

I'm already using Venga. Do I have to create a new account?
Why do I have to pay to be a member of some programs?
How does the gift certificate work?
Is the enrollment fee to join a loyalty program per restaurant?

Earning Points

My code isn't working?
What are the different award points and how do I receive them?
What is the difference between a reward and a perk?
I have multiple codes from one visit to the restaurant but it will only let me get credit for one. What do I do?

Redeeming Rewards and Perks

Can I use an existing gift certificate/promotion at this restaurant with my discount?
Can I choose my rewards?
Ah, I accidentally pressed "Use NOW" --but I don't want to use my discount right now. How do I undo that?
Do these points work at these restaurants located in other states?
I'm at the establishment and just earned enough points for a reward from the visit. Can I use it towards the same check/visit?
I'm out to dinner with my friends and we're all members of the loyalty program. Can we all get points for dinner?
Do my points expire?
Can my certificates cover gratuity or tax?
Can I earn points for a private party?
Do points from today's visit count?
Can I use points at any MyLoyalFamily restaurant?

Privacy

Is my information going to be sold to third parties?
Can I opt out of receiving emails/newsletters?
Is my credit card information safe and secure?

My Account

How do I set my preferences?
Can my spouse and I share the same account?
How old do I have to be to have an account?
Can I cancel?

General Questions

What are the participating restaurants/bars?
What if the restaurant/bar for my membership closes down?
I want to sign up my establishment for MyLoyalFamily?
When will MyLoyalFamily be in my city?
Where is MyLoyalFamily based?

ANSWERS

I'm already using Venga. Do I have to create a new account?
No, all you have to do is sign in using your current log-in information. If you forget your account information, please email help@myloyalfamily.com

Why do I have to pay to be a member of some programs?
For some loyalty programs, there is an annual enrollment fee which gives you access to unique perks, experiences and rewards. For example, once you join a restaurant's loyalty program that has an annual membership fee, you will receive an automatic gift certificate that is worth more than the annual membership fee for your next visit. Membership also has perks and privileges that are not available to others. This membership fee must be paid at the time of your enrollment.

How does the gift certificate work?
Simple. Once you enroll in a loyalty program, you earn an automatic gift certificate that is valid for your next visit. Check your loyalty home page, and you will see the gift certificate.

Is the enrollment fee to join a loyalty program per restaurant?
Yes, if the restaurant is independently owned, the enrollment fee is only good for that restaurant. If the establishment is part of a restaurant group then most likely the enrollment fee is good for all of the restaurants in the group. Please confirm with the establishment prior to enrolling.

My code isn't working!
If you've checked that you've entered the right code, please wait a couple minutes and try again as sometimes it can take a while for the codes to reach our server. Please also note that codes are only valid for 3 days. If you believe your code should work please send an email to
help@myloyalfamily.com with your code, the restaurant you were at, and the date and time and we'll be sure to credit your account.

What are the different award points and how do I receive them?
Typically, $1 equals 1 point for food and beverage purchases. But, many of the restaurants will offer opportunities to earn points faster eg. Every Monday, $1 equals 2 points or challenges such as dine at the establishment for lunch and dinner and receive 200 extra points. Please check the restaurant's loyalty page to see any special offers.

What is the difference between a reward and a perk?
A reward is earned after accumulating the required number of points. A perk is something that is a benefit of being a member of the loyalty program perk level and can be used every time with the participating restaurant/bar. Please refer to each restaurant's loyalty program to see what rewards and perks are available.

I have multiple codes from one visit to the restaurant but it will only let me get credit for one. What do I do?
Unfortunately, we do not allow a member to get credit for points that are not on his/her check. If there is a valid reason that you received multiple checks, please keep the receipts and email us at help@myloyalfamily.com, and we'll work with you to resolve the issue ASAP.

Can I use an existing gift certificate/promotion at this restaurant with my discount?
Unfortunately, you cannot combine rewards with any other discounts unless the certificate states otherwise.

Can I choose my rewards?
Yes! You do not have to use an award once you reach a certain level. You can bank those points to work towards another level. Please note, points, rewards and perks are not redeemable for cash.

Ah, I accidentally pressed "Use NOW"--but I don't want to use my discount right now. How do I undo that?
No worries. While you may not be able to use it for your current visit, please take a picture or scan the receipt and send it to help@myloyalfamily.com, and we will work to clarify the situation.

Do these points work at these restaurants located in other states?
Most likely yes but please check each restaurant's policy.

I'm at the establishment and just earned enough points for a reward from the visit. Can I use it towards the same check/visit?
No. The award will be redeemable starting the next day.

I'm out to dinner with my friends and we're all members of the loyalty program. Can we all get points for dinner?
Please check with your restaurant. If they allow multiple checks at a table then each member can earn points. Otherwise, only the member paying the bill will earn points.

Do my points expire?
No! As long as you are a member in good-standing and up-to-date on your membership fee, your points will never expire.

Can my certificates cover gratuity or tax?
Reward certificates are not valid for gratuity or tax. Federal and state tax liabilities are the responsibility of the loyalty program member.

Can I earn points for a private party?
Each venue has a different policy. Please check with them.

Do points from today's visit count?
Points for any purchases made at the time of your enrollment will be added to your account. Don't worry, that does not mean you have to enroll right at the restaurant. If you enroll any time within 3 days, you will receive those points. Sorry, points are not added for previous purchases.

Can I use points at any MyLoyalFamily restaurant?
No, you can only use points earned at that particular establishment.

Is my information going to be sold to third parties?
Your information is safe with us! We collect only the personal information we need to create the best possible experience for you. We do not sell your information and are dedicated to protecting the privacy and confidentiality of information you share with us. We may provide our restaurants and partners with aggregated, non-personal information. If you join one of our restaurant's loyalty program, we may provide them with your personal information including your name, email address, vists and spending which will be used to award your points and rewards. For a full description of our privacy policy, please click
here.

Can I opt out of receiving emails/newsletters?
Yes. All you have to do is go to your My Account page and opt-out and/or select how often you would like to be contacted. We strive to be sensitive and won't flood your email inbox. MyLoyalFamily will send you a monthly email with status updates, upcoming exclusive events and announcements. You may also receive occasional emails from restaurants about their program and specials.

Is my credit card information safe and secure?
Absolutely! Your credit card information is transmitted by SSL directly to a secure electronic vault. Your credit card information is NOT stored on our servers. We only use your credit card information with your explicit permission to enroll you in a loyalty program, renew a loyalty program or if you decide to purchase a gift certificate.

How do I set my preferences?
Please go to the accounts section where you can make changes to contact information and opt-in or opt-out of certain communications.

Can my spouse and I share the same account?
We encourage each individual to have their own account.

How old do I have to be to have an account?
You have to be 18 years of age to enroll. But, please be aware that some programs will reward guests with alcohol-related perks and you must be 21 to redeem those rewards.

Can I cancel?
Yes, you can cancel anytime. Just notify us at help@myloyalfamily.com. Please note that we cannot refund your annual fee.

What are the participating restaurants/bars?
New restaurants are signing up to use MyLoyalFamily all the time. If you don't see one of your favorite establishments, let us know that you want them to use MyLoyalFamily and we will contact them! email help@myloyalfamily.com.

What if the restaurant/bar for my membership closes down?
If the restaurant closes and you've been a member six (6) months or less, we will provide a full refund. If you've been a member longer than six (6) months, we cannot provide you a refund.

I want to sign up my establishment for MyLoyalFamily?
That's great. We'd love to have you join the growing family. Please email help@myloyalfamily.com and we will get back to you within one (1) business day with all of the details.

When will MyLoyalFamily be in my city?
Soon! We'e adding restaurants/bars every day. If you would like your restaurant/bar to be on MyLoyalFamily, please email us at help@myloyalfamily.com.

Where is MyLoyalFamily based?
We are proud to be headquartered in our nation's capital - Washington, DC. (We also have employees throughout the United States). Our address is 500 Penn St NE, Suite 102, Washington, DC 20002.

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