Frequently Asked Questions

What is the Press Club?

By downloading the Hot Table app, you become a Press Club Member and enjoy the following benefits:

  • Enjoy quick and easy mobile ordering, so you can skip the line.
  • Earn loyalty punches for every panini, wrap and salad purchase.
  • Redeem loyalty punches for free items.  12 punches will earn you a FREE panini wrap or salad.
  • Be the first to get notified of new menu items and specials.
  • Get exclusive access to other great offers & giveaways.
  • And it’s FREE to join!

 

How do I join the Press Club?

It’s easy!  Simply download the FREE Hot Table app from the Apple or Google app store…

 

Do we still get a free panini for downloading the Hot Table app?

We’re sorry.  Unfortunately, that promotion was only valid October 15th 2017 – December 31st 2017.  However, stay tuned!  We’ll be offering other great promotions via the new Hot Table app!

 

Do I need to sign-up for an account?

Yes, you will need to create an account to track your loyalty points, receive rewards and place mobile orders.

 

Help, I can’t log-in to my account!

If you are unable to log-in to your account, please contact support@hottable.com and provide the following:

  • Sign-up date & time
  • Account name, phone and email

 

Help, I’m receiving an error message!

Try restarting your app.

If you continue to receive an error message in the app, please contact support@hottable.com and provide the following information:

  • Incident date & time
  • Activity during the incident
  • The error message text
  • Phone model and OS version
  • Account name, phone and email

 

Help, I’m having technical issues! (freezing/crashing)

Try restarting your app.

If you continue to have any technical issues with the app, please contact support@hottable.com and provide the following information:

  • Incident date & time
  • Activity during the incident
  • Detailed description of the technical issue
  • Phone model and OS version
  • Account name, phone and email

 

How do I earn loyalty punches/rewards?

LOYALTY PUNCHES will be rewarded on your app within 24 hours of a valid purchase.  ONE PUNCH will be rewarded for each panini, wrap and salad.  TWO PUNCHES will be rewarded for each panini, wrap and salad on Two Punch Tuesday.  LOYALTY REWARDS will appear in your inbox once you have enough loyalty punches.  For example, you will need 12 loyalty punches to earn a FREE PANINI, WRAP OR SALAD OFFER.

IN-STORE: To collect your loyalty punches, at checkout, simply navigate to the “LOYALTY” screen in the app and select your “LOYALTY CARD”, then present your phone to the cashier to scan.

IN-APP: No action required.  Loyalty punches will be automatically rewarded.

WEBSITE: To collect your loyalty punches, at the checkout screen, make sure to enter the PHONE and EMAIL associated with your account.

 

How do I view my loyalty transaction history?

Open the Hot Table app, navigate to the loyalty screen, then click on the Hot Table logo on the top.  This will display a complete list of all your punches and when they were rewarded/redeemed.

 

How do I receive special offers?

Hot Table periodically sends out SPECIAL OFFERS for targeted individuals, groups, locations, dates, events and/or activities. These special offers will appear in your Hot Table app “INBOX”.  

 

How do I redeem loyalty punches/rewards?

LOYALTY PUNCHES can be redeemed for a LOYALTY REWARD offer.  These offers will only appear if you have enough loyalty punches.  For example, you will need 12 loyalty punches to earn a FREE PANINI, WRAP OR SALAD OFFER.

IN-STORE: To redeem your loyalty punches for a loyalty reward, at checkout, simply navigate to the “LOYALTY” screen in the app and select “REDEEM PUNCHES”.  If you have enough loyalty punches, your loyalty rewards should appear here.  Select the offer you wish to use, then click “REDEEM” at the bottom of the offer screen and present your phone to the cashier to scan.

IN-APP: To redeem your loyalty punches for a loyalty reward, at the checkout screen, simply click “APPLY OFFERS.  If you have enough loyalty punches, your loyalty rewards should appear here.  Select the offer you wish to use and it will be automatically applied to your order.

WEBSITE: Unfortunately, loyalty punches/rewards cannot be redeemed on our website at this time.

IMPORTANT: LOYALTY PUNCHES + REWARDS will disappear and CANNOT be restored once the “REDEEM” button is clicked.  Therefore, please be careful and DO NOT click the “REDEEM” button, unless you are at checkout and the cashier is ready to scan your phone.

How do I redeem a special offer?

SPECIAL OFFER redemption rules may vary.  For example, some special offers may be for in-app redemption only -or- for certain days/times.  Therefore, please always read the offer details!

IN-STORE: To redeem a special offer, at checkout, simply navigate to your “INBOX” in the app.  All your special offers should appear here.  Select the offer you wish to use, then click “REDEEM” at the bottom of the offer screen and present your phone to the cashier to scan.

IN-APP: To redeem a special offer, at the checkout screen, simply click “APPLY OFFERS.  All your special offers should appear here.  Select the offer you wish to use and it will be automatically applied to your order.

WEBSITE: Unfortunately, special offers cannot be redeemed on our website at this time.

IMPORTANT: SPECIAL OFFERS will disappear and CANNOT be restored once the “REDEEM” button is clicked.  Therefore, please be careful and DO NOT click the “REDEEM” button, unless you are at checkout and the cashier is ready to scan your phone.

Help, I don’t see my loyalty punches!

LOYALTY PUNCHES may take up to 24 hours to appear after a valid purchase.  Purchases are valid when your “LOYALTY CARD” has been scanned during in-store checkout -or- when your PHONE and EMAIL have been entered during web checkout.  App purchases require no validation, punches are rewarded automatically.  Please reference FAQ: How do I earn loyalty punches/rewards?

If they don’t appear in that time, please contact suport@hottable.com and provide the following information:

  • Location
  • Date & time
  • Check number
  • Item(s) purchased
  • Account name, phone and email

 

Help, I don’t see my loyalty rewards/special offer!

LOYALTY REWARDS only appear if you have enough loyalty punches.  For example, you will need 12 loyalty punches to earn a FREE PANINI, WRAP OR SALAD OFFER.  Once you redeem your loyalty punches to use an eligible offer, another offer will NOT appear right away.  Therefore, if still you have enough punches after using your LOYALTY REWARDS, you’ll have to wait up to an hour for more LOYALTY REWARDS to appear.

SPECIAL OFFERS only appear for certain targeted individuals, groups, locations, dates, events and/or activities.  Therefore, please reference special offer rules in official Hot Table marketing and promotional material to verify if you are eligible to receive a special offer.

If your offer does not appear, please contact support@hottable.com and provide the following information:

  • Location
  • Date & time
  • Offer name
  • Item(s) attempting to purchase
  • Account name, phone and email

 

Help, I accidentally deleted my loyalty rewards/special offer!

LOYALTY REWARDS – No worries, mistakes happen.  If you have enough punches, the loyalty rewards offer will re-distribute within an hour.

SPECIAL OFFERS (RECURRING) –  Re-distribution will depend on the offer rules.  Therefore, please check the offer details to determine if a recurring special offer will be re-distributed after redemption/deletion.

SPECIAL OFFERS (ONE-TIME) – We’re sorry.  Unfortunately, one-time special offers cannot be restored once the “REDEEM” button has been clicked.

If your offer has not been re-distributed or if you still have any questions or concerns, please contact support@hottable.com and provide the following information:

  • Offer name
  • Deletion date & time
  • Account name, phone and email

 

Help, I accidentally redeemed my loyalty rewards/special offer!

We’re sorry.  Unfortunately, LOYALTY REWARDS and SPECIAL OFFERS cannot be restored once the “REDEEM” button has been clicked.

If you have any questions or concerns, please contact support@hottable.com and provide the following information:

  • Your question -or- concern
  • Account name, phone and email

 

Help, I’m having trouble redeeming my loyalty rewards/special offer!

Make sure you are not logged-in to your account on multiple devices at once.  This could prevent the offer barcode from generating.

If you continue to have an issue redeeming an offer, please contact support@hottable.com, and provide the following information:

  • Location
  • Date & time
  • Offer name
  • Item(s) attempting to purchase
  • Account name, phone and email

 

If I have enough loyalty punches, can I receive more than one free item?

We’re sorry.  Unfortunately, you can only redeem one offer per person, per visit.

 

Why can’t I select which item to receive free with my loyalty reward/special offer?

The most expensive item will be automatically discounted.

 

Can I use my loyalty rewards/special offer to purchase a larger size or a combo?

Absolutely.  You’ll just have to pay the difference in cost.  The value of the discount should be listed in the offer details. 

 

Can I transfer loyalty punches from my card to the app?

We’re sorry.  Unfortunately, we cannot transfer loyalty punches from the cards to the app.  However, we have provided a four month punch card grace period, October 15th 2017 – February 15th 2018.  During this time, we will continue to punch and redeem loyalty cards, so you can use them up before switching over to the new app.

 

If I don’t have a smart phone, can I still receive loyalty?

Unfortunately, at this time, our loyalty program only works through the Hot Table app.  However, we are planning on extending our loyalty program to non-smart phone users via our website.  Therefore, please stay tuned for updates.

In the meantime, here are some other ways you can find Hot Table deals and giveaways…

  • Follow us on social media, such as Facebook and Twitter.
  • Join our mailing list by asking a cashier to email your receipt.

 

I miss the loyalty punch cards!

We understand!  However, here are some great perks you’ll receive with our new app that we couldn’t provide otherwise:

  • You’ll never have to worry about misplacing your loyalty punch card.
  • You can now earn and redeem loyalty punches with app purchases.
  • You’ll get notified of new menu items and specials.
  • You’ll get exclusive access to additional rewards and offers.

 

Do you accept Apple and Android pay?

IN-STORE: Unfortunately, at this time, we DO NOT accept Apple or Android pay for in-store purchases.

IN-APP: Yes, we do accept Apple and Android pay for in-app purchases!  During checkout, when prompted for payment method, simply click “SETUP APPLE PAY” or “SETUP ANDROID PAY”.

WEBSITE: Unfortunately, we are unable to accept Apple or Android pay on our website.

 

Why do I have to enter/select a credit card when my balance due is zero?

A credit card is required to process all app orders, even when you are redeeming loyalty rewards -or- special offers and your balance due is zero.  However, you will not be charged.  We promise.

 

Can I place an order and pay when I pick-up?

CALL-IN ORDERS: Yes. For security purposes, our policy does not permit our staff to collect credit card information over the phone.  Therefore, you’ll be asked to pay when you pick-up your call-in order.

ONLINE ORDERS: We’re sorry. Pre-payment is required to process all online orders.  Therefore, you’ll have to pay before you pick-up your online order.

 

Can I place an order and pay over the phone?

We’re sorry.  For security purposes, our policy does not permit our staff to collect credit card information over the phone.  Therefore, you’ll have to pay when you pick-up your call-in order.

 

Can I add a tip when ordering online?

Unfortunately, tipping is not available when ordering online.  However, you are welcome to tip cash in-store when you pick-up.

 

How do I request a receipt?

Absolutely.  Please contact us and it would be our pleasure to email or text you a copy of your receipt .

      -or-  contact support@hottable.com and provide as much information as possible:

  • Location
  • Date & time
  • Check number
  • Item(s) purchased
  • Payment method / Last 4 digits of credit card
  • Account, name, phone and email

 

How do I request a refund?

If you require a refund*, please contact support@hottable.com and provide as much information as possible:

  • Location
  • Date & time
  • Check number
  • Refund amount
  • Reason for refund
  • Payment method / Last 4 digits of credit card
  • Account name, phone and email

*Refunds may take up to 48 hours to process.

 

Where can I purchase gift cards?

Gift cards can be purchased in-store or on our website.

 

Where can I redeem gift cards?

At this time, gift cards can only be redeemed in-store.

 

How do I check my gift card balance?

CLASSIC GIFT CARDS: Either follow the instructions on the back or simply ask a cashier to check your balance.

E-GIFT CARDS: The balance should be displayed on the digital gift card.

 

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