Tour of the B-Happy Lounge

Tour of the Customer Profile

Frequently Asked Questions

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 you! it's your way to interact with BIGGBY COFFEE in all digital ways that we have available. For starters, you B-Happy Lounge account lets you do of following:

Sign up to receive E-wards, our weekly e-mailed messages (and coupons!)
Sign up to receive a free drink on your birthday!
Keep your account information updated
Register your BIGGBY Card
Get your coupons paperless
That's not all; feel free to poke around and see what else there is to discover! First things first, though: 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 share one thing in common: they are your ticket to getting free drinks and coffee beans! 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 this; just make sure to keep your BIGGBY Card close by and hand it to the cashier whenever you stop by 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 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. When you gift someone a BIGGBY Card for that special occasion, they can hang on to it when they're done and keep using it to work towards their free drink and coffee beans.

1.4. Why 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? First of all, registration is the way to protect yourself from having your card lost or stolen. If you lose your BIGGBY Card for any reason, you can and we'll be able to transfer any points or money over to a new card of your choice using just the e-mail address that you signed up with. If that's enough to convince you, here's 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 amounts so you know exactly when that free drink is waiting for you or when you need to restock your card.
Registering a card makes it so that you can get a free drink on your birthday automatically loaded on your card. How cool is that?!
Registering a card makes it so that you can load our 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! You can skip right to how to combine cards, but we would like to explain exactly what this means. 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 account with BIGGBY COFFEE. What this means is that you can actually use any of the cards registered to your account to accumulate points and get your freebies and coupons. So, once you've added more than one card and all of those points are on your account, any of the 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.

2. Questions About Accessing Your Account

2.1. How/why do I verify my account?

If you've signed up with us in some way before 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 from being able to create an account under your e-mail address.

If you are one of these accounts, then you will see a "Verify My Account" link show up after putting in your e-mail address in the login page. Click this link to send a verification link to your e-mail. 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 e-mail, click the link within to verify your account and continue the registration process.

2.2. How do I reset my password?

If you've forgotten your password or are otherwise having trouble logging in, there's an easy way to reset it, no worries! Head over to the login page, type in your e-mail 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 e-mail 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 e-mail, click the link within to take you to the password reset screen, which will allow you to create a new password of your choosing.

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. 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 only! You can edit your mailing address, your e-mail address, your password, and more. To change your favorite BIGGBY location (which determines what e-mails and coupons you'll get), click on "Edit Store List" on the right-hand side, and pick your favorites from the drop-down. 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. All you have to do is enter your birth date, choose how you would like to receive your birthday drink (on your BIGGBY card or via snail mail), and 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 BIGGBY Cards

3.1. What can I do with my BIGGBY Cards?

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

Combine multiple cards into one
Get a 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 card into the "Add a new card" dialog box. When ready, 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. How do I combine my BIGGBY Cards?

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 added multiple cards and aren't sure what happened to your points, there's some information below. Also, if you've reached the 2-card threshold and would like to add a 3rd card, you can do so by following these instructions.

3.4. My card is registered to another e-mail 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 e-mail address or that the card was registered without an e-mail address. If you have any other e-mail 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 card number is invalid!

All of our cards are 14-digit numbers, with a section of 3 or more 0's in the middle. Go ahead and double check the number you're entering to see that it follows this format. 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 cards and my points went 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 threshold, a free drink will be queued to your card (which you can see over 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.

To redeem your free drinks at a store, simply take your card with you, order your drink as normal, and 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 for a balance check, they'll only give you how many points you have towards your next free one, rather than how many you have queued up for free. This can cause some confusion, so the easiest thing to do is to hand the card to them when they ask and let the system apply the free drink.

3.7. How do I add a 3rd BIGGBY Card?

Once you've reached the 2 card threshold, you can't add a 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 on there). 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 towards your account. Your points are no longer just a part of your card - they are yours, 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 for receiving a free drink on your card on your birthday. 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. 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 get coupons on my BIGGBY Card?

If you're getting our weekly e-mails with coupons, 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 the coupon an option that allows you to add the coupon to your BIGGBY card (we are in the BETA version of our new customer profile – adding coupons to your BIGGBY Card may not be available for all coupons or in all markets). 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 your coupon will automatically be applied to your order! TADA! Keep in mind that if you have both a free drink queued up and a coupon available that it will use the coupon 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 and the funds are available on your card.

3.11. Help! My points aren't right!

Oh no! We're definitely sorry to hear about the trouble you're having with your card. If you've swiped your card at a store when 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, 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 card used to make the purchase, might do the trick as well. Go ahead and send this information, along with your 14-digit card number, via our contact form below and we'll definitely get to the bottom of this and figure out what happened for you. We're so sorry!

3.12. Help! My card is missing money!

Oh no! We're very sorry for this inconvenience; we know what it's like to have a card missing money! We'll definitely do whatever we can to get this 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 let us know 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? 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 card number used to make the addition?
If you could send us this information via the contact form below, 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 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. Trouble With 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, sign up by creating an account (make sure to check the checkbox that says "Sign me up for E-wards!").

4.2. I'm not receiving my weekly e-mails.

First of all, thanks for signing up - we’re glad you’re a 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 viewing your All About Me tab. On this page is a checkbox that says "Sign me up for E-wards!" If this is unchecked, make sure to check it and click save on the bottom-right of the page.

If you cannot find our latest e-mail, and if you are still having problems when we send out our E-ward next Wednesday, 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 store?

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 e-mails when changing 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 e-mails please!

You can unsubscribe from our weekly mailings by opening your most recent e-mail 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 e-mail, 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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