Tour of the B-Happy Lounge

Tour of the Customer Profile

Frequently Asked Questions aka FAQ

1. Welcome to the B-Happy Lounge!

1.1. What's the B-Happy Lounge all about?

The B-Happy Lounge is a website built specifically for our fanatics...that's you! It's your way to interact with BIGGBY COFFEE digitally. For starters, your B-Happy Lounge account lets you do all of the following:

B Rewarded! - Sign up to receive E-wards, our weekly emailed messages (and coupons!)
B Celebrated! - Sign up to receive a free drink on your birthday!
B Organized! - Keep your account information updated
B Protected! - Register your BIGGBY Card
B Green! - Get paperless coupons, which can B loaded on to your BIGGBY Card
But wait, there's more! Feel free to poke around and see what else there is to discover! First things first, though: go ahead and create an account if you don't already have one.

1.2. What's a BIGGBY Card?

BIGGBY Cards come in many designs and colors, but they all have one thing in common: they are your ticket to getting free drinks and coffee beans! Yippee! When using your BIGGBY Card at any of our locations, you will accrue points towards our two reward plans:
Buy 12 drinks, get the 13th drink free, and
Every 10th pound of coffee is free
There's no work needed on your part to take advantage of these great offers; just make sure to keep your BIGGBY Card close by and hand it to the cashier whenever you stop in for a visit.

BIGGBY Cards can also be used as gift cards and can hold any dollar amount you wish. You can pick them up at your local BIGGBY store, or from our online store.

1.3. Wait, is my BIGGBY Card a frequency card or a gift card?

No worries, this question comes up a lot! Rest assured that any BIGGBY Card can function as both a gift card and a frequency card at the same time. Any purchases you make with money on your BIGGBY Card will also accrue points towards the reward plans! When a card runs out of money, you can either reload it (one of the other features of the B-Happy Lounge), or you can just continue to use it as a frequency card. When you gift someone a BIGGBY Card for a special occasion, they can hang on to it when the cash runs out and keep using it to work towards their free drink and coffee beans! It's the gift that keeps on giving!

1.4. Why should I register my BIGGBY Card?

Great question! Your BIGGBY Card functions just fine for accumulating points or spending your BIGGBY bucks, so why would you want to register it? First of all, registration is a way to protect yourself from having your cash and points lost or stolen. If you lose your BIGGBY Card for any reason, we'll be able to transfer any points or money over to a new card of your choice using just the email address that you signed up with! If that's enough to convince you, here are some instructions on registering your card.

If you need some more convincing, here are a few additional benefits to registering your card: Registering your card gives you the ability to check the balance of your points and dollar amount so you know exactly when that free drink is waiting for you or when you need to replenish your BIGGBY bucks.
Registering a card allows you to get a free drink on your birthday, loaded directly onto your card. How cool is that?!
Registering a card allows you to load E-wards coupons onto your BIGGBY Card instead of printing them out and bringing them to the store.

1.5. What does it mean to "combine" my cards?

Many people find their way to the B-Happy Lounge out of a need to combine their BIGGBY Cards. If this is you, you're in the right place! With the launch of the B-Happy Lounge and the ability to register cards, your points aren't just a part of your card anymore; they're a part of your customer profile account with BIGGBY COFFEE. What this means is that you can actually use either of the two cards registered to your account to accumulate points and get your freebies and coupons. So, if you've added more than one card and all of those points are on your account, either of the two cards that you take with you and hand to the cashier will pull up your account, and their associated points. If you ever want to break this connection between cards and your account, it's as easy as removing the card from your account. Keep in mind that you always want to keep at least one card registered on your account though; if you remove ALL cards, your points will leave with them!

2. Questions About Accessing Your Account

2.1. How and why do I verify my account?

If you've signed up with BIGGBY COFFEE in some way before, like filling out the E-wards slip in-store, and this is your first time accessing your account, you may be asked to verify your account. This is in place to protect your information and prevent anyone else from being able to create an account under your email address. B protected!

If this sounds like you, then you will see a "Verify My Account" link show up after entering your email address in the login page. Click this link to send a verification email to yourself. This should show up in a matter of minutes, so if you don't see it right away, make sure and check your spam or junk mail folder!

Once you've received the email, click the link within to verify your account and continue the registration process. You're that much closer to BIGGBY freebies!

2.2. How do I reset my password?

If you've forgotten your password or you're just plain ol' stuck, there's an easy way to log in! Head over to the login page, type in your email address and click "Continue". Instead of typing in your password, click the "Forgot password?" link to the lower-right of the password field. Click "Reset my password" to trigger a password reset email to be sent, which will contain a link to reset the password. This should show up in a matter of minutes, so if you don't see it right away, make sure and check your spam or junk mail folder!

Once you've received the email, click the link within to take you to the password reset screen, which will allow you to create a new password of your choosing. Tada! You may now log in!

2.3. My account is locked!

Oh no! Not to worry, this is an easy fix. Accounts automatically unlock after 10 minutes of inactivity, so you should be able to try again soon. Patience is a virtue, right? If you don't want to wait, you can also reset your password, which both unlocks your account and sends you a link to reset your password.

2.4. How do I edit my account information?

You can change your account information from the All About Me tab. No worries, anything you fill out here stays with us! You can edit your mailing address, your email address, your password, and more. To change your favorite BIGGBY location (which determines which additional emails and E-wards coupons you'll get), click on "Edit Store List" on the right-hand side, and pick your favorites from the drop-down. The store listed first on your store list will be saved as your favorite store. When you're done making changes, make sure to click "Save Changes" at the bottom-right of the All About Me page.

2.5. How do I sign up for a free birthday drink?

You can sign up for a free birthday drink from the All About Me tab. Yes, you read that right...FREE! All you have to do is enter your birth date, mailing address, choose how you would like to receive your birthday drink (on your BIGGBY Card or via snail mail). When you're done making changes, make sure to click "Save Changes" at the bottom-right of the All About Me page.

3. Questions About Your BIGGBY Card

3.1. What can I do with my BIGGBY Card?

There are quite a few things you can do with your BIGGBY Card over in the Cards & Rewards section of your profile. The first thing you'll want to do is add a card. Once you've done that, there's lots to do!

Combine multiple cards
Load your free drink on your card on your birthday!
Get your coupons loaded onto your BIGGBY Card
Add money to your BIGGBY Card

3.2. How do I add a BIGGBY Card to my account?

Adding a BIGGBY Card for the first time can be done from the Cards & Rewards tab. Just head over there and enter the 14-digit number from the back of your BIGGBY Card into the "Add a new card" dialog box. Once you've done that, click "Add This New Card." If you're having issues adding the card, check out the sections on the invalid card error and the card registration error.

3.3. I have more than one BIGGBY Card. How do I combine them?

Combining your BIGGBY Cards is as easy as adding all of them to your account from the Cards & Rewards tab. Remember that when you add a BIGGBY Card to your account, those points now become a part of your account. Once added, you'll see all of your cards and their dollar amounts listed on the left-hand side, and you'll see your combined points total at the bottom of the page. If you've reached the 2-card threshold and would like to add more cards, all you need to do is remove one card and then add the next...and so on until you've combined all of your cards! If you're trying to combine cash, this must be done in-store or via the B Heard Hotline -- 866-444-3909.

3.4. Help! My BIGGBY Card is registered to another email address.

You may be seeing this error because you have already registered your card with us before. This could mean that it was registered to another email address or that the card was registered without an email address before an email address was required. If you have any other email addresses that you may have registered this card under, make sure to try logging into those accounts to see if you can add the card in question to them. Alternatively, if you're sure that it would be registered to this account, use the contact form below, let us know your 14-digit card number and we can get it set up for you to register, no problem!

3.5. My BIGGBY Card number is invalid! What do I do?

All of our cards numbers are 14-digits, with a section of 2 or more 0's in the middle. Go ahead and double check the number you're entering to see if it follows this format. Also, your BIGGBY Card must be used as a frequency card before registration. If you haven't used it in-store yet, please do so before adding it to your account. Finally, if you are still having an issue, please contact us below with the card number and we can help you out.

3.6. I combined my BIGGBY Cards and my points went down/missing.

It sounds like what has happened is that you've added multiple cards to your account that had a combined points total above 12. Once you hit the 12-point threshold, a free drink will be queued to your account (which you can see in the "Earned Rewards" column), and the counter will reset back to 0. If you do this more than once, you'll see multiple free drinks in the "Earned Rewards" column, so no worries! It is queuing up multiple drinks...wahoo!

To redeem your free drink at a store, simply take your card with you, order the drink of your choice, and then hand the card to the cashier. When they swipe it, tada! Your drink will be free! Keep in mind that if you ask the cashier to check your balance, they'll only be able to give you how many points you have towards your next free drink. This can cause some confusion, so the easiest thing to do is to hand the card to the barista when they ask and let the system do the rest!

3.7. How do I add more than 2 BIGGBY Cards?

Once you've reached the 2-card threshold, you can't add another card without removing one of the others on your account. Not to worry! The points that you have earned on your BIGGBY account will stay with you, regardless of what cards you add to or remove from your account (as long as you keep at least one card registered at all times). If you click "Remove Card", the card will disappear from your profile, and you will no longer be able to use that particular card to accumulate points toward your BIGGBY account. Then, adding another card transfers that card's points to your BIGGBY account, and makes the new card eligible to earn you points on your account. Your points are no longer just a part of your card - they are part of your account, and will stick with you!

3.8. How do I get a free birthday drink on my BIGGBY Card?

Once you've added a BIGGBY Card to your account, you're ready to sign up to receive a free birthday drink on your card. Head on over to the All About Me tab and make sure your birth date field is filled out. Then, check the box in the middle column that says "Sign me up for E-wards!" and the box that says "I would like to receive a free drink on my birthday...". Choose the "On my BIGGBY Card" option to have it loaded onto your card. When your birthday hits, we will send you a happy birthday email! That email will include directions on how to to load your birthday drink on your BIGGBY Card. Once you receive this email, all you have to do is log in to your customer profile and on the Cards and Rewards tab, click the birthday drink button (the button looks like a BIGGBY cup with a candle on top). By clicking this button, a free birthday drink will be loaded on your BIGGBY Card and you can confirm this by checking the My BIGGBY Rewards section at the bottom of the page. Your birthday drink will be valid for 30 days, starting on your birthday. To redeem your birthday drink, all you have to do is visit your local BIGGBY, order your birthday drink, THEN have the barista swipe your card, and tada! Your drink will be free.

3.9. How do I add E-wards coupons to my BIGGBY Card?

If you're getting our weekly emails with coupons, aka E-wards, and you've already added a BIGGBY Card to your account, you're just one step away from using our coupons electronically! When you receive your E-wards in your email inbox, you will notice under our $1 off coupons an option that allows you to add the coupon to your BIGGBY Card. All you have to do is click this link to load your coupon on your BIGGBY Card! You can check that this went through by visiting the Cards & Rewards section of your profile. The next time you visit one of our locations, the barista will swipe your card, and if you order an applicable drink, your coupon will automatically be applied to your order! Keep in mind that if you have both a free drink queued up, and a coupon available, your coupon will be used first. We chose this method since our coupons expire within a few days, whereas our free drinks don't ever expire and you can use them the next time you stop in!

3.10. How do I add money to my BIGGBY Card?

Once you've added a BIGGBY Card to your account, you can add money to it from the Cards & Rewards tab. Just click "Add funds" next to the card you'd like to add money to, and it will redirect you to our online store. If you want to add money to a card that you don't have registered, just head on over to our online store directly, choose "Add Value to an Existing Card", enter your amount, fill in the 14-digit card number, and proceed with the checkout process! Please note that adding money to your card will not be immediate, but you will get confirmation when your payment has been charged. This is currently a manual process and our Online Store Team works diligently to get orders processed ASAP!

3.11. Help! My points aren't right!

If you've swiped your card at a store when you were not using a coupon, but still didn't get a point for your purchase, please let us know the most recent date, time, and order number (from your receipt) that you remember using your card and not receiving a point. If you don't have your receipt, please provide a specific date and time along with some additional information that would enable us to pinpoint the order, such as what you ordered, or the last 4 digits of the credit card used to make the purchase, etc. Go ahead and send this information, along with your 14-digit card number, via our contact form below and we'll get to the bottom of this and figure out what happened for you! We're so sorry!

3.12. Help! My BIGGBY Card is missing money!

Oh no! We're very sorry for this inconvenience! We'll definitely do everything we can to get your money recovered for you. In order to track down what has happened with the missing balance, we'll need to know a little bit more information. If you could, please use the contact form below to send us the following:

What is the 14-digit card number on the back of the card that should have money on it?
At which BIGGBY location was this money added onto the card? Was the money added via our online store? If you have the receipt: What is the date and order number listed on the receipt?

If you do not have the receipt: What is the approximate date and time when this money was added?
What are the last 4 digits of the credit card number used to make the addition?
We'll definitely get to the bottom of this and get it resolved for you!

3.13. How do I check the balance of my BIGGBY Card?

The first step to checking the balance of your card is to register it. Once registered, you can check the balance any time by going to the Cards & Rewards tab. When you're here, you can see the dollar amounts available on each of your cards on the left-hand side. To see the balance of the points on your account, look to the bottom of the page. You'll see both of our two reward plans listed, along with your current number of points towards your next reward, and if you've got any free items waiting for you in the 3rd column.

4. I need help with my BIGGBY Emails!

4.1. What are E-wards?

E-wards are your electronic re-wards for being a regular BIGGBY customer and friend! Every week, you'll receive an email with the latest information about new merchandise and new drinks - and every week we pass along a coupon for great savings on your drink purchases! If you're not signed up already, you can do so by creating an account (make sure to check the box that says "Sign me up for E-wards!").

4.2. I'm not receiving my weekly emails.

First of all, thanks for signing up - we’re glad you’re an E-wards member! Normally this happens when our E-wards are going into a spam or junk mail folder. To fix it, you can go to your spam or junk mail folder, select the latest E-wards message in the list, and select “Not Spam” or something similar at the top. This should prevent future E-wards from being marked as spam.

You can also check the status of your account with us by reviewing your All About Me tab. On this page is a checkbox that says "Sign me up for E-wards!" If this box is unchecked, make sure to check it and click save on the bottom-right of the page.

If you cannot find our latest email, and if you are still having problems when we send out our E-ward next Sunday, feel free to use the contact form below and we can dig into it a bit further!

4.3. How do I get coupons from a different BIGGBY location?

Once you've created an account with us, you can edit your favorite store by following the instructions to edit your account. Keep in mind that not all stores send out individual coupons each week, so you may or may not see a change in your emails when updating this information. Rest assured that you are definitely on the list for receiving coupons from whatever you have selected for your first favorite store!

4.4. No more emails please!

You can unsubscribe from our weekly mailings by opening your most recent email from us and clicking the "Unsubscribe" link at the very bottom. This will remove you from all mailings, immediately. Alternatively, if you can't find our latest email, you can access the All About Me tab and uncheck the "Sign me up for E-wards!" box and click save changes on the bottom-right. We're sorry to see you go!

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