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FAQ

Frequently Asked Questions About McNellies Passport - Our Free Loyalty Program

Mcnellie's Group
  • Do I need to enter a credit card to open my Passport account?

    Not anymore! The latest version of the app allows cash-only guests to enroll too. However, earning credit is seamless and easy when you register your form(s) of payment. Click here to learn more about the safe, user-friendly technology used to keep your financial information secure.

  • How safe is my personal information in Passport/Thanx?

    SO SAFE! Neither McNellie’s Group nor the app developer, Thanx, stores your credit card info or shares any data with third parties. We use tokenization, (the same technology used by Apple/Android Pay and in airport check-in kiosks) to keep your identity and financial information safe, while sharing only the necessary information directly with your card company. However, you may receive some emails directly from us with regard to your account or active promotions.

  • How can I get credit for cash transactions?

    Paid in cash? No problem! There’s a feature within the app (under the “More” tab) that allows you to take a photo of your receipt, to be reviewed by a human on the other end.

    Note: Humans can take up to two business days to complete this task.

  • Will I get credit for all purchases of McNellie’s Group products/services?

    Almost! All food, beverage, and merchandise purchases made in a participating location earn progress. However, some less common purchases may not qualify, including online gift card/merchandise purchases, third-party delivery, online ticket sales, or catering orders. We’re working on ways to improve this process!

  • Can I redeem multiple rewards at once?

    Sometimes. The fine print on everything reads, “not valid with any other offer,” but it never hurts to ask our management if we’re able to accommodate your request.

  • Are all rewards redeemable at all locations?

    Not quite. The most popular rewards are redeemable across brands, but occasionally, promotions are specific to one concept or location. Always read the fine print for more information, but don’t hesitate to ask a manager or email [email protected] for further clarification.

  • I’m having a technical issue not addressed here. What can I do?

    Technology isn’t always perfect and we sometimes experience hiccups and growth pains. If you’re encountering an issue, the odds are, we’re already working to fix it. But it won’t hurt to check here for more details or let [email protected] know!

  • What if I don't like free stuff?

    Hey, it takes all kinds! Even if you’re not crazy about earning loyalty rewards for yourself, you can now donate them to the Community Food Bank of OK! This option will pop up when your loyalty rewards are earned.

    You can fight local hunger while staying eligible for early bird announcements and exclusive deals!

  • My progress isn’t showing up on my app. What do I do?

    There are a few reasons your visits might not show up right away. Our recommended troubleshooting steps are as follows:

    • Confirm the payment method used is registered in your app.
    • Try refreshing your app by pulling down on the menu screen.
    • Did you pay with a gift card? Because the financial transaction technically occurs during the purchase of a gift card, progress is granted at that time, not during redemption.
    • Was your purchase through a third party service like Door Dash or EventBrite? If so, your payment was to the third party, meaning we don’t have a way to capture it. However, receipts from Door Dash may be submitted manually for 50% credit!
    • If steps 1-4 don’t work, please check out the Passport support page or email [email protected].

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