Frequently Asked Questions

GENERAL APP QUESTIONS

• How do I know if my app has been updated?
  • Check the app icon on your phone. It should be the magenta icon with the TCBY logo only (no froyo cup).
• Do you have to use the app to participate in this program?
  • No. We offer members the ability to sign up, manage their points, and claim rewards using a web browser. The website is TCBYFroyoClub.com.
  • Once an account has been created, a member can provide their phone number at checkout to earn points and redeem eligible rewards.
• Scan & Pay – Will this be available in the new app?
  • Unfortunately, this feature will not be available at this time.
• Can I place an order via the app?
  • Unfortunately, this feature is not available currently.
• Can I add a gift card to the app?
  • No. Our gift card program is entirely separate from our Froyo Club. Gift cards need to be presented at participating TCBY stores to be redeemed.

MEMBER ACCOUNTS

PHONE NUMBERS

• Why is a phone number required?
  • Our new program uses phone numbers rather than e-mail addresses as unique member identifiers. However, this will allow members to provide their phone number at checkout to earn points and redeem eligible rewards.
• If I add my phone number, will I begin receiving SMS communications (text messages) automatically?
  • No. SMS communications (text messages) will be an available feature with the new app. However, you will only automatically receive them if you specifically opt in to receive SMS communications when the new app launches.
• How do I update my phone number?
  • Using the app, tap "More" on the bottom left of the screen, tap "Account," tap "Update," make the necessary corrections to your phone number, and tap "Update."
  • Using the web portal, click on the three lines in the upper left corner, click “More Info”, then click “Update Profile Details”.
• I changed my phone number/got a new phone. What do I do?
  • Log into the app using the phone number that you had initially used to set up your account, tap "More" on the bottom left of the screen, tap "Account," tap "Update," make the necessary corrections to your phone number, and tap "Update."

GENERAL ACCOUNT QUESTIONS

• How would I update my account information or preferences?
  • Using the app, tap "More" on the bottom left of the screen, tap "Account," tap "Update," make the necessary corrections to your profile information, and tap "Update."
  • Using the web portal, click on the three lines in the upper left corner, click “More Info”, then click “Update Profile Details”.
• I have two accounts. Can I merge them?
  • Contact customer service at support@tcby.com, provide the phone numbers for your accounts, and note which phone number you wish to use going forward.

  • Note: Only the balance of your rewards may be transferred. Your transaction history will not transfer.

MESSAGING

• How do I opt out of e-mail or SMS texting?
  • Using the app, tap "More" on the bottom left of the screen, tap "Account," and tap "Update." You may then uncheck the boxes labeled "Allow SMS" or "Allow E-mail" to opt out of these features.
  • Using the web portal, click on the three lines in the upper left corner, click “More Info”, then click “Update Profile Details”.

POINTS AND REWARDS

• Do points expire?
  • Points will expire two (2) years after the Points were earned, unless they are converted into a Reward. For example, if you earn 50 Points on March 21, 2024, those 50 Points will expire on March 22, 2026, if you do not convert these Points into a Reward by March 21, 2026.
• Do rewards expire?
  • Yes. Once claimed, rewards expire in 30 days. The points you used to claim the reward will not be returned to your account.
• How do I receive my birthday reward?
  • You must add your birth month to your profile to be eligible.
  • You will receive your birthday reward at the end of your birthday month. (For example, if your birthday is June 15, you should receive your reward on June 30.)
  • It's also helpful if you've signed up to receive our e-mails and SMS text messages, as you'll receive a notification when that birthday gift has been added to your account.
  • The birthday gift is valid for 30 days.
• I forgot or could not give my phone number at the time of my purchase. Can I submit my receipt later?
  • Yes. You may e-mail a photo of your receipt and the phone number you are using for your account to support@tcby.com.

  • Note: Receipts must be submitted within one month of the date of purchase to be eligible for points.

• I didn't receive my referral rewards.
  • It is necessary for the individual you referred to sign up for the program and make a purchase before you receive your rewards. Once they do so, you will receive your referral reward automatically.
• Can I earn points and redeem rewards at any TCBY location?
  • Unfortunately, not all franchise operators can participate in our Froyo Club. However, you may e-mail a photo of your receipt and phone number to support@tcby.com, and we will happily add points to your account. Unfortunately, rewards cannot be redeemed at non-participating stores.
• Besides making a purchase, are there other ways to earn points?
  • Yes, you can earn bonus points of referring a friend and occasionally we may offer bonus points for updating your profile information or signing up to receive emails and notifications.

TECHNICAL ISSUES

• The find-a-store feature does not work on my app.
  • Please be sure to turn on location services for the TCBY app in the settings on your device.
• I am having other technical issues with my app.
  • Please make sure that your app is updated to the most current version.
  • If you still have the same issue, please e-mail support@tcby.com and include a description of the problem, the type of device you are using, and any screenshots you feel may be helpful.