I don’t recognize a charge on my account — what do I do?

Security is our highest priority at Cafe Rewards. If you do not recognize a transaction in your history, or if you receive a receipt for a purchase you did not make, please follow these steps immediately:

1. De-authenticate your devices by logging into www.thelevelup.com. Click on Control Panel at the top of the page and select De-authenticate Devices. This will reset your Cafe Rewards barcode and log your account out of all devices.

2.Please e-mail caferewards@thelevelup.com from the e-mail address linked to your account with the following info:

○ date, amount, and location of unrecognized charge
○ best phone number to contact you with further questions

3. A member of our support team will contact you as soon as possible.

Why is there a charge from LevelUp on my bank/credit card statement?

Don’t worry! The Cafe Rewards app is built on the LevelUp mobile payment platform. Each time you make a purchase using the app, the charge comes through as LEVELUP Cafe Rewards.

I was double-charged! How do I get a refund?

If you’re still in the store, you can go right back to the cashier to get a refund. You’ll know if you were charged twice because you will have received two receipts in your e-mail.

If you’ve already left, please send an e-mail to caferewards@thelevelup.com from the e-mail address linked to your app account with the date of the charge, the amount, and store location. We will be in touch with you as soon as possible to get everything straightened out!

I never spent this much at Cafe Rewards. Why is it appearing on my bank statement?

To help save on processing fees, we bundle transactions from the same month into one charge. You’ll receive a monthly statement detailing out your purchases and how much you’ve saved. The money we save gets passed back to you as rewards, so it’s a win-win.

When we charge your card, you’ll receive a “Your card has been charged…” e-mail, which will detail which charges are contained in the bundle. You’ll also receive a monthly statement in addition to this email.

What is monthly billing and how does it affect me?

To help save on processing fees, we bundle transactions from the same month into one charge. You’ll receive a monthly statement detailing out your purchases and how much you’ve saved. The money we save gets passed back to you as rewards, so it’s a win-win.

How am I alerted about Monthly Billing?

On your initial emailed receipts, we will charge you immediately, stating “After you’ve been paying with the Cafe Rewards app for a while, you’ll start getting monthly statements that group all your transactions for a given month. Stay Tuned!”

Once Monthly Billing begins, after each transaction occurs, your emailed receipts will state your monthly billing date and that your card will be charged on a specific date each month. You’ll also receive an emailed statement once their card is charged, outlining all included transactions.

What if I want to change the date I am billed on?

Not a problem! Contact our Support Team at caferewards@thelevelup.com

What is the $1 charge on my account?

When you register a new debit or credit card to your Cafe Rewards account, we conduct an authorization hold. This is a temporary charge on your account for $1 as a test to ensure the card will work well with our app. That way, when it comes time for you to make your first purchase, there will be no issues processing payment.

This $1 authorization hold will always be removed from your card. Typically, you should see it refunded after 1-5 business days, but it may take as long as 30 days depending on the bank. It never actually gets charged!

Why is there a recurring charge on my account?

Certain payment processors show charges as recurring in order to decrease the chance of the charge getting rejected. Though it looks like the charge is recurring, it’s not actually recurring and won’t debit your account. If you have any questions, please send us an e-mail at caferewards@thelevelup.com