LOKE Terminal is the card payment device you'll find at the counter at participating venues. Just tap your card or phone to pay — and earn loyalty points at the same time.
This article covers everything you need to know as a customer.
In this article:
- How do I pay?
- How do I earn loyalty points?
- What is the QR code on the screen?
- I didn't get my points — what do I do?
- I used Apple Pay or Google Pay — why didn't I get points?
- I've linked my card but can't see it in the app
- Can I use a promotion or discount?
- Is my payment secure?
- How do I request a refund?
How do I pay?
Simply tap your card, insert your chip card, or tap your phone (Apple Pay or Google Pay) on the terminal when prompted. The payment will be processed in seconds.
If your payment doesn't go through, the screen will let you know — just try again or use a different card.
How do I earn loyalty points?
If the card you used is already linked to your loyalty account, points will be added automatically. You don't need to do anything extra.
If your card isn't linked yet, a QR code will appear on the terminal screen after payment. Scan it to get started — see the next section for more detail.
What is the QR code on the screen?
The QR code appears after payment if your card isn't yet connected to your loyalty account. Scan it with your phone's camera to:
- Sign in to your existing loyalty account and link your card, or
- Sign up and create a new account to start earning rewards
Once your card is linked, future taps will earn points automatically — no QR code needed.
💡 Didn't see a QR code? That means your card is already linked and your points have been added.
I didn't get my points — what do I do?
There are a few reasons this can happen:
It was your first time using this card at the terminal Points aren't automatically awarded on the very first transaction when you link a new card. This is a known limitation we're working to fix. Get in touch with LOKE Support at support@loke.global and we'll add those points for you.
You scanned the QR code but didn't tap Continue After scanning, there's one more step — you need to tap the Continue button on your phone to finalise the process. If you didn't get to this step, your card may not have been fully linked.
You used a different card or payment method Points are tied to the specific payment method linked to your account. If you used a card that isn't linked, a QR code would have appeared. Scan it to connect that card to your account.
If none of the above applies, contact LOKE Support at support@loke.global with the date, time, and last 4 digits of your card and we'll look into it.
I used Apple Pay or Google Pay — why didn't I get points?
Apple Pay and Google Pay are treated as separate payment methods, even if they're connected to a card you've already linked.
For example, if your Visa card ending 1234 is linked to your account but you tap Apple Pay using that same card, it will show the QR code and points won't be added automatically.
To earn points automatically when using Apple Pay or Google Pay, you'll need to link those payment methods separately. Scan the QR code after your next payment and sign in — this will connect that method to your account going forward.
I've linked my card but can't see it in the app
When you link a card at the terminal (by scanning the QR code), it gets connected to your loyalty account for earning points in store. However, it won't automatically appear as a saved card for ordering in the app (an enhancement for this will be coming soon).
To add it for in-app ordering (delivery or pickup), go to the Payments section in your account and add the card there manually.
Can I use a promotion or discount?
Yes! If you have a promotion or discount in your LOKE app, apply it before you pay at the terminal. The final amount charged may be slightly different from what appears on the terminal screen once your discount has been applied — this is normal.
Is my payment secure?
Yes. Payments are processed using secure, encrypted technology that meets international payment security standards. Your card details are never stored on the terminal.
How do I request a refund?
To request a refund, contact LOKE Support at support@loke.global with:
- The amount
- The date and time of the transaction
- The last 4 digits of the card you used
Refunds are returned to your original payment method.
Still have a question? Get in touch with LOKE Support at support@loke.global — we're happy to help.