Frequently Asked Questions
Lattner Rewards App
FAQs
I never got the verification email? Where is it?
First, check your Spam, Junk, or Promotions folder, as verification emails are sometimes filtered
there.
If you still don't see it, attempt the signup process again using the same email address.
If the email address is already registered but not yet verified, a new verification email will be sent.
If the email entered does not match the account information on file, a system error may appear.
Please note that only the most recent verification email is valid. If you've requested multiple verification emails, be sure to use the latest one received.
In some cases, email delivery may be delayed. Please allow 15 to 20 minutes for the verification email to arrive before trying again.
If you still don't see it, attempt the signup process again using the same email address.
If the email address is already registered but not yet verified, a new verification email will be sent.
If the email entered does not match the account information on file, a system error may appear.
Please note that only the most recent verification email is valid. If you've requested multiple verification emails, be sure to use the latest one received.
In some cases, email delivery may be delayed. Please allow 15 to 20 minutes for the verification email to arrive before trying again.
The check-in button isn’t working. What should I do?
Make sure Bluetooth is turned on and that the app has the necessary Bluetooth permissions
enabled. Move closer to the gaming area where the beacon is located, then fully close and reopen
the app. If the issue persists, restart your phone. As a final troubleshooting step, uninstall and
reinstall the app.
I've earned a reward. How do I redeem it?
To redeem an active reward, you must be physically present at the participating location. Open the
app, select your reward, and follow the redemption prompts. Before the redemption is finalized, a
confirmation warning will appear on the screen. A location staff member must be present to verify
and approve the redemption. During this process, you will be asked to show the reward on your
phone along with a valid photo ID. Please note that rewards cannot be redeemed without staff
verification. If a staff member is not available to approve the redemption, the reward cannot be
issued.
I'm having trouble redeeming my reward. What should I do?
Having one of these issues?
First, make sure Location Services are enabled for the app and that permissions are set to Always or While Using the app. Then, fully close and reopen the app.
If the issue continues, restart your phone and remain at the location for at least 15 minutes to allow the app's location data to refresh. If available, connect to the location's Wi-Fi network.
If you are already connected to the location's Wi-Fi network, try turning it off as the network could be experiencing delayed connectivity.
If you've completed these steps and are still unable to redeem your reward, additional assistance may be required. Submit your issue through the Contact Us option found in the Lattner Rewards Menu.
- Checked in but can’t redeem
- “Location out of Range” while at the location
- Reward won’t appear at the location
First, make sure Location Services are enabled for the app and that permissions are set to Always or While Using the app. Then, fully close and reopen the app.
If the issue continues, restart your phone and remain at the location for at least 15 minutes to allow the app's location data to refresh. If available, connect to the location's Wi-Fi network.
If you are already connected to the location's Wi-Fi network, try turning it off as the network could be experiencing delayed connectivity.
If you've completed these steps and are still unable to redeem your reward, additional assistance may be required. Submit your issue through the Contact Us option found in the Lattner Rewards Menu.
My rewards expired! How do I get it back?
Sadly, Rewards cannot be reissued or reactivated once expired. They are only valid for 30 days, but
the expiration date is visible in the app. There are more ways to get Rewards though! Rewards are
given for birthdays and after 10 daily checks in visits to participating Lattner Rewards location.
I don't see my issue on this list, how can I contact Lattner?
Open the Lattner Rewards Menu and look for Contact toward the bottom of the screen. Fill in the blank letting us know which location you are having the issue at and a description of what you are experiencing. Then click Submit. A Lattner Rewards team member will reach out to you within 1 to 2 business days.