Frequently Asked Questions

We’ve listed common questions we get asked about the Loyalty Plus scheme. If you can’t find the answer to your question below, please contact loyalty.plus@liverpool.ac.uk.

  • I've topped up my Loyalty Plus account £20 (or more), when do I get my free £5?

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    If you have topped up your Loyalty Plus account with £20 or more  (first top up only) you will receieve £5 FREE.

    We will credit your account the following day with £5. The credit will be applied at 7am and is then available to use straight away.

  • Do I need a new Staff/Student Card to use Loyalty Plus?

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    If you are an existing student or an existing member of staff and you already have a staff/student card, then you do not need to change your card. The Loyalty Plus scheme will be automatically enabled on all currently active cards.

  • How do I top up my Loyalty Plus account?

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    You can top up your Loyalty Plus account securely via:

    • The Loyalty Plus web portal.
    • The mobile app – type Loyalty Plus into your app store to download the free app. The app is available the Android, Windows and Apple app stores.
    • Any till in our cafés, bars and shops.
    • Auto top-up.

      Auto top-up enables you to set a minimum and a maximum limit on your card. When your balance hits the minimum limit then your card will automatically upload again to your upper limit. For example, if you set your minimum limit to £50 and your maximum limit to £300, once your remaining balance hits £50 it will automatically be topped up to £300. 

     

    How to top up in the portal

    Once you are logged into the Loyalty Plus portal you will be presented with a screen showing your ‘Purses’.
    To add funds to your account click the ‘Cash Purse’. Here you will see the balance of that purse, your recent activity/transactions and also settings to set up auto top up.
    To add funds to your purse simply click the ‘Add Funds’ button and select your specified monetary value or you can enter your own.
    Once you have done that, then click ‘Continue to Payment’ whereby you will be asked for your card details.

     

     

    Important Security Information:

    The University of Liverpool will never ask for your credit/debit card's PIN number, your account password or your bank details by email.
    If you are contacted or receive an unsolicited email that asks you for your password or personal banking information, disregard the request and report the communication to our Loyalty Plus Team for investigation.

    If you experience any payment problems when attempting to top-up your Loyalty Plus account we would recommend that you try to resubmit your payment details. If your payment still fails please contact your card issuer to ensure there are no problems with your account before contacting our Loyalty Plus Support Team.

  • Who can top up my Loyalty Plus account?

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    All staff and students can top up their own acounts along with parents and guardians through our Family and Friends Scheme.

  • Where can I use Loyalty Plus to pay for items?

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    You can use your Staff/Student Card or the Mobile App to pay for items and earn rewards at the following University outlets: 

    • Augustus John Pub (the AJ)
    • The Waterhouse Café (in the Victoria Gallery and Museum)
    • Chemistry Café
    • Life Sciences Café
    • Vine Court Restaurant
    • The Guild Food Court
    • The Sphinx Bar - Coming 2018
    • Ness Gardens Shop
    • Leahurst Café
    • The Sydney Jones Library Café
    • Carnatic Halls Bars
    • Victoria Gallery & Museum Shop
    • The Sydney Jones Library Reception - Coming Soon
    • Harold Cohen Library Reception - Coming Soon
    • The Management School Café
  • How do I check the balance of my account and my transaction history?

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    You can check your balance and your transaction history at any time at the Loyalty Plus web portal, in the Loyalty Plus app or at any till in our outlets. If you are concerned with any transaction on your account, you should raise this immediately with the Loyalty Plus team.

  • I live in halls. What does the Loyalty Plus scheme mean for me?

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    If you are a fully-catered student living at Vine Court, you will now be able to use your student card to redeem your meals. 

    If you live at the Carnatic Student Village or the Greenbank Student Village, and you’re a catered student, the Loyalty Plus scheme will not change the way you receive your meals.

  • Is the Loyalty Plus scheme safe?

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    We suggest you treat your Staff/Student Card in the same way that you treat money. Keeping your card safe is important and is your responsibility.

    If your staff/Student Card is lost or stolen, you may lose some or all of the money on the Loyalty Plus account, in the same way as if you lost cash in your wallet or purse. You must therefore keep your staff/Student Card safe and not let anyone else use it.

    If your staff/Student Card is lost or stolen you must ensure it is deactivated immediately to ensure any balance on your Loyalty Plus account is protected. You may have to pay for any purchases made before the card is deactivated. You can deactivate the card online at any time.

    The Loyalty Plus system records all transactions on your Loyalty Plus account. If a new staff/Student Card has to be issued the balance from your old card will be automatically transferred onto it.

    If you are concerned with any transaction on your account, you should raise this immediately with loyalty.plus@liverpool.ac.uk

  • Is the Loyalty Plus account the same as a prepaid card? What is a prepaid card?

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    Yes, the Loyalty Plus account on your Staff/Student Card is a prepaid card.

    A prepaid card is a card you load money onto, which you can then use to pay for items in specified shops, bars or restaurants. To purchase items, you will need to have loaded money onto your account. 

  • What happens if I lose my Staff/Student Card or if my card is stolen?

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    If your Staff/Student Card is lost or stolen you must deactivate the link to your Loyalty Plus account immediately via the Loyalty Plus web portal.

    If you do not, you may lose some or all of the money on the Loyalty Plus account, in the same way as if you lost cash in your wallet or purse. Therefore, please keep your Staff/Student Card safe. Do not let anyone else use it.

    You may also have to pay for any purchases made before the card is deactivated. 

     

    For further information on how to replace a lost or stolen card:

    Students

    Please visit the Student Administration area of our website by clicking HERE

    Staff

    Please log your request with the CSD Service Desk

  • I need a new Student Card. Who should I contact?

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    If your Student Card is lost, damaged or stolen you must deactivate the link to your Loyalty Plus account immediately via the Loyalty Plus web portal.

    If you do not, you may lose some or all of the money on the Loyalty Plus account, in the same way as if you lost cash in your wallet or purse. Therefore, please keep your Student Card safe. Do not let anyone else use it.

    You may also have to pay for any purchases made before the card is deactivated. 

    For further information on how to replace a lost, damaged or stolen card, please visit the Student Administration area of our website by clicking HERE

  • I've forgotten my Loyalty Plus account password. How do I reset it?

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    You can reset your Loyalty Plus password at any time HERE

    Note: it is not currently possible to reset your Loyalty Plus password using the mobile app.

  • What can I use the mobile app for?

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    You can use the mobile app to:

    • Pay for goods and services in all of our shops, cafés & bars.
    • Check your point balance on-the-go.
    • Redeem points on demand.
    • Receive and redeem digital vouchers on your phone.
    • Receive notifications of new and exciting offers.
    • Use the store locator to find out where to collect and spend points or vouchers near you.

    You can download the app from here

  • What is my Loyalty Plus Wallet?

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    Your Loyalty Plus Wallet refers to the money that has been loaded onto your account.

  • Does the Loyalty Plus scheme replace the paper and stamp coffee rewards scheme?

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    Yes, the Loyalty Plus scheme replaces the existing paper and stamp scheme (with the same terms and conditions) in our outlets.

  • How do I access the coffee rewards scheme?

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    The coffee rewards scheme is open to all Loyalty Plus account holders.  You do not need to have money added to your card in order to access the coffee reward scheme. Simply show your Student/Staff card at any of our outlets when buying your coffee and you will be automatically credited.

  • How much money can I load onto my Loyalty Plus student or staff account?

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    There is no limit on how much money you can load onto your Loyalty Plus card. Please bear in mind that unspent funds are non-refundable once you complete your course.

  • I am leaving the University of Liverpool. What will happen to my unspent balance?

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    When you leave the University, any balance on your Loyalty Plus account that has not been spent is non-refundable. Therefore, please make sure your balance is spent before completing your course.

  • I have a question about the Loyalty Plus scheme. Who should I contact?

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    If you would like more information about the Loyalty Plus scheme, please contact the Loyalty Plus team

  • Important Security Information

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    The University of Liverpool will never ask for your credit/debit card's PIN number, your account password or your bank details by email.

    If you are contacted or receive an unsolicited email that asks you for your password or personal banking information, disregard the request and report the communication to our Loyalty Plus Team for investigation.

    If you experience any payment problems when attempting to top-up your Loyalty Plus account we would recommend that you try to resubmit your payment details. If your payment still fails please contact your card issuer to ensure there are no problems with your account before contacting our Loyalty Plus Support Team.

     

    How Secure is the online Top-Up service?

    We use the strongest and most secure, commercially available version of Secure Socket Layers (SSL) encryption. This is the industry standard for e-commerce and the best solution currently available for secure, online commerce transactions.

    SSL encrypts all of your personal information, including your credit card number, name and address. This ensures that your details cannot be read as they travel over the Internet.

    You can find out all about SSL certificates here: www.symantec.com/page.jsp?id=ssl-information-center