I'M HAVING SOME TECHNICAL DIFFICULTY WITH THE APP!
We’ve put together some tips and tricks to help solve some common user experience issues customers have encountered. Head HERE for some handy app troubleshooting guidance.
I WAS ALREADY SIGNED UP TO THE OLD VIB DATABASE, AM I NOW A VIB CLUB MEMBER?
Nope, we have created a new loyalty programme to replace the old one (out with the old, in with the new!). You will need to register by downloading the BurgerFuel VIB Club app in your Apple App or Google Play store (just search for BurgerFuel) or by creating an online ordering account at eat.burgerfuel.com and opting in for VIB Club. If you already have an online ordering account, you can opt in on the Preferences page.
WILL I STILL RECEIVE MY MONTHLY VIB EMAILS?
Once you have signed up to VIB Club you’ll be added to the database and will receive emails from [email protected]. You will not receive any VIB emails from [email protected] from 16/10/23.
HOW DO I SCORE MY VIB CLUB FREE BIRTHDAY BURGER?
To get a free birthday burger you must be an active VIB Club member and must have entered your correct date of birth on the registration form when you signed up 24 hours before your birthday (no signing up on the day of your b'day sorry!).
To make sure you are an active VIB Club member (24 hours prior to your birthday), sign in to your online ordering account, navigate to your My Account Page, then Notifications Page, and ensure you are toggled on via the 'opt in to our loyalty programme' option. Or, you can do this via the app and navigate to your My Account Page, select 'UPDATE' and ensure you have ticked the 'Sign up to BurgerFuel VIB Club' option.
To add your date of birth, head to ‘My Account’ on your App and select ‘Update’ and enter in the ‘Birthday’ field. If you have entered the incorrect birthday into the field or wish to do so via your Online Ordering account, please contact [email protected] and let us know. Please include a valid form of identification (drivers licence or passport) and we can update your details for you.
On the day of your birthday, if you are an active member and your birthday details have been entered correctly, your free VIB birthday burger and all associated T&Cs will appear in your Club Goods dashboard in the app, or via the pop up window when ordering online. Make sure you are opted in for emails and you've enabled push notifications on your mobile so you don't miss out! The offer is valid until the close of business that same day, excludes specials and modifications and is single use only. Staff may ask to see a valid ID (included in offer T&Cs). BurgerFuel reserve the right to change or discontinue this offer at any time.
For the terms and conditions associated with this offer head HERE
WILL I BE ABLE TO USE MY BURGER BUCKS OR VIB CLUB GOODS IF I ORDER IN STORE AND DON’T HAVE MY PHONE/MEMBER ID WITH ME?
Yes, just give your phone number, full name and date of birth to our crew member at the till and they can look you up in the system and apply your available Burger Bucks or Club Goods before you complete your purchase. They may ask for additional information like an email address, or your favourite colour... so we know you're really you!
CAN I REDEEM A PHYSICAL BURGERFUEL VOUCHER & USE A VIB CLUB OFFER/CLUB GOODS AT THE SAME TIME?
No, all BurgerFuel offers are not valid with any other offer, so only one can be used at a time. This includes VIB Club Goods, Burger Bucks, physical vouchers and any other general BurgerFuel offers and vouchers.
DO I GET MONEY OR POINTS BACK IF I DON’T SPEND THE FULL 15 BURGER BUCKS AMOUNT?
Nope, sorry Burger Bucks must be taken in full. No cash back or mpb back.
WHEN I EARN MY $15 BURGER BUCKS, WHAT HAPPENS TO MY POINTS?
Your points will go back to zero, ready for you to start earning again.
I HAVE MULTIPLE $15 BURGER BUCKS, CAN I USE THEM ALL IN ONE ORDER?
No, Burger Bucks are single use only and one can be redeemed per transaction.
WHAT IF I CHANGE MY MIND & WANT TO USE A DIFFERENT CLUB GOOD VOUCHER, BUT I’VE ALREADY COMPLETED MY PURCHASE?
Sorry, once the transaction is complete, your chosen Club Goods voucher would have been applied to your order and will now be archived as redeemed in your Dashboard. If there was a mistake at the till, you can contact us at [email protected] with all the details and a copy of your receipt and, once we’ve confirmed with the store, we can apply your lost Club Goods voucher back to your Dashboard.
CAN I GIFT mpb OR CLUB GOODS TO MY MATE WHO’S ALSO A MEMBER?
Not at this stage, BUT, keep an eye in your app for the limited time ‘INVITE YOUR MATE’ incentive. You get hooked up, your mate gets hooked up – it’s a win, win.
HOW DO I UNSUBSCRIBE FROM VIB CLUB MARKETING EMAILS & PUSH NOTIFICATIONS?
Simply click on the unsubscribe link at the bottom of your VIB Club emails or turn off your notifications in your mobile settings.
HOW DO I DELETE MY VIB CLUB ACCOUNT:
You can do so by selecting the ‘Delete my account’ link at the very bottom of your ‘My Account’ page in the app. If you choose to delete your VIB Club account, you will still have an active account to access the BurgerFuel online ordering platform. If you wish to delete your BurgerFuel online ordering account please contact [email protected] and our team can action for you, no worries.
