FAQ

• I recently had an in-app order fail after trying to apply a reward. How can that be resolved?

  Some guests have seen online orders fail when using some heirloom loyalty rewards. Most of the time, this can be resolve by signing out of the app, then logging back in to the Passport interface. Please call the location directly or email hospitality@mcnellies.com if issues persist.

  Please consider any pending charges or holds resulting from failed orders are subject to the policies of your financial institution.

• My progress has been replaced by points. What's up with that?

  As of December 7th, 2022, our loyalty program offers the flexibility and spontaneity of Points! Instead of automatically generating a pre-determined reward at certain thresholds, YOU choose your rewards from the custom Rewards Marketplace.

  All your progress and rewards have automatically migrated to the new format, but existing expiration dates apply. Feel free to reach out to hospitality@mcnellies.com with any questions regarding the transition.

• How does Tiers work?

  Tiers is a way for our most loyal customers to earn better, faster rewards! In the past, the rewards were Bronze, Silver, and Gold. As of December 2022, we’ve renamed them to feel more pub-like. Tiers are determined by your total spend in a calendar year, and once you’ve earned a tier, you keep the benefits for 12 months!

  All users start out on the Beer Tier. Guests who spend $1,000 or more annually move up to the Whiskey Tier, earning an extra 25% of their monthly spend in bonus points each month. Users who spend over $2,500 in a year rise to the Champagne Tier, where additional bonus points totaling 50% of their monthly spend will be applied at the end of each month.

• 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, as well as event tickets, gift cards, and merchandise purchased from our online store earn progress. However, some less common purchases may not qualify, including third-party delivery and 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 hospitality@mcnellies.com 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 support@thanx.com know!

• 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 support@thanx.com.

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