Customer FAQs
Overview
Why use Steppr?
The more you buy, the more you save.
- Find exclusive vouchers at increasing discounts
- Help support the businesses on Steppr
- Create and send bespoke gifts!
All vouchers on Steppr are discounted. Repeat a purchase and the discount increases.
We support businesses by not taking any commission from them for standard voucher purchases.
How do I use Steppr?
"Loyalty steps" are the increasing discounts offered by Partners.
You can access our service via our website or apps, and both function similarly.
Example:
- You click a campaign. There are 3 different voucher face values you can choose to purchase: £130, £300, £400.
- You are offered a 40% discount ("Step 1") to buy any of these face values. Let's say you buy the £130 voucher and pay £78...
- The £130 voucher you have bought is immediately available to be used on the Partner's website, and you also unlock* the next discount which is higher ("Step 2"). Let's say you buy this too...
- Now you have two £130 vouchers, and are able to buy a third one at the final, highest discount ("Step 3").
*NB to unlock the next discount you must have signed up for an account.
What is gifting?
Just select a voucher and tap to gift. You enter a few quick details and you're done.
What apps do you have?
We have iOS and Android apps, so you can head to your preferred app store to download and install Steppr. Alternatively, you may use our web platform.
Can I use Steppr?
Please note that we only operate in the UK, and to use Steppr you will need a UK payment card. You must be at least 18 years old. We do not allow businesses to create customer Steppr accounts, only individuals.
Who are Partners?
We call businesses who use Steppr "Partners". Payments go straight to Partners, and voucher and gift purchases are directly between you and them.
Where can I find out about Partners?
Partners campaigns have a few pieces of information for you: Business/trading name; website; images; description. Please perform your own due diligence, for example conducting internet searches, about Partners you wish to buy vouchers from.
Can I trust the Partners selling vouchers on Steppr?
We do our best to only allow great businesses to become Partners, however we cannot in any way be held responsible for any issues you have with them. Please check them out yourselves, including taking a look at their website(/s), before purchasing any vouchers from them.
Can I give feedback?
Please do. You can email us at team@steppr.com.
Vouchers & Steps
What are vouchers?
Often terms like voucher, gift card, coupon, promo code (etc) are used interchangeably, and with a little ambiguity. Our brief definition: vouchers confer the purchaser with the right to receive goods and/or services from the voucher issuer (the Partner you purchased the voucher from, not Steppr), up to their face value, until expiry. For a more comprehensive explanation, please refer to our User Terms & Conditions.
What are steps?
Steps ("Loyalty steps") are the discount levels for vouchers that are offered by Partners. They are where our name "Steppr" is derived from.
What are voucher face values?
These are the values (denominations) shown on vouchers that signify their worth. Using Steppr, you never buy a voucher for its face value, you buy it at a discount (Step 1, Step 2 or Step 3). For example, you can buy a £130 voucher from a Partner at a 40% discount, and pay £78. Irrespective of you paying less for it, the value of the voucher (face value) is still £130, until its expiry.
Who decides the voucher values and steps?
Partners set the voucher parameters, not Steppr.
Can I buy the same voucher again?
If you have an account, you can buy the same face value voucher across all loyalty steps. Each campaign has 3 face values and 3 loyalty steps. Once you have bought all 9 vouchers (whether accessing your account via our app or website) for a specific Partner's campaign, you can either find another campaign of theirs, wait for a new one, or buy from other Partners.
Who is selling the vouchers?
Vouchers (and gifts) are issued and sold by Partners, not Steppr. Each campaign and its vouchers show the issuing/selling Partner clearly. Steppr does not issue or sell any vouchers.
Where can I find steps I’m eligible for?
The quickest and simplest way to view any steps 2 & 3 you are eligible for (assuming you are signed in to your Steppr account) is by tapping the rewards (padlock) icon on the app, or checking "Unlocked Vouchers" in your online account.
I can’t find a voucher on the app
There are a few reasons for this, including:
- Sold out: The Partner’s ongoing campaigns have all sold out.
- No new users: The Partner's allocation of Step 1 vouchers have sold out. New users will only be able to buy Step 1 vouchers if the Partner increases the allowance.
- Pause or stop: The Partner has temporarily paused or stopped the campaign.
What are the voucher terms?
Some key terms:
- Vouchers are single-use.
- Vouchers are redeemed online. (There may be exceptions.)
A more comprehensive list of the voucher terms can be found in the User Terms & Conditions.
Do I have to redeem a voucher to buy the next step?
No, you don’t. Next steps are available upon purchase of the prior step (provided you have a Steppr account).
Do I have to buy the steps in order?
In general, you must purchase Step 1 of a particular voucher before you can purchase Step 2 of that voucher*. After purchasing Step 2, you can purchase Step 3. E.g. on the app:
Vouchers you have been bought or are eligible to buy are clearly marked.
*Subsequent steps are typically only available if you are signed in to a Steppr account.
Do I have to buy the face values in order?
No. You can buy any of the three face values in any order you wish.
Are steps 2 & 3 guaranteed?
This relates to Steppr account holders. While we wish we could say yes for certain, we cannot guarantee these steps. There may be instances where Partners would like to withdraw them, although we ask them not to without good reason.
Why are images not loading on the app?
Sometimes, depending on your phone's data connection, images and icons on the Steppr app can require a little extra time to download. This is because the images are not hardcoded into the app - businesses who use Steppr can control the images that are used from their web accounts. While the app is checking for the most up-to-date images, slower data connection rates can lead to slower rendering of images.
Account & Orders
What is in "For me"?
This contains "The kitty", "Gifted" and "Used".
- The kitty: Vouchers you have bought and not redeemed
- Gifted: Vouchers you have gifted
- Used: Vouchers you have redeemed
What is "The kitty"?
Vouchers you have bought and not redeemed, on the app.
What is in "Gifted"?
Vouchers you have sent as gifts.
What is in "Used"?
Vouchers you have bought and redeemed, as well as vouchers that have been cancelled.
Where is my voucher stored?
When you buy a voucher:
- App: It is added to 'The kitty. To access this, tap “For me”. When you gift a voucher, it will appear in 'Gifted'.
- Website: It is added to your 'Voucher Wallet'. To access this click "My Vouchers & Account".
You will also receive the voucher on the order confirmation email following your purchase.
Where’s my order confirmation email?
Please ensure the email address you have given us is correct. If your email address is correct and you are still waiting to receive the confirmation email, please check your spam or junk folder. If you find the email there, please drag and drop it into your main inbox. This will help future emails from us find their way there.
What is the (unlocked) padlock icon?
The unlocked padlock icon shows you Step 2 and Step 3 vouchers that you are eligible for.
Steps I’m eligible for are missing
If you have looked in your unlocked vouchers and cannot find a step 2 or 3 you previously were eligible for, there are a few possibilities, including:
- You have already bought the step you believe you should be seeing.
- The Partner may have stopped or paused the campaign.
- You may not be signed in to your account.
Unfortunately, not matter how much we would like it to be the case, steps 2 & 3 are not guaranteed. There may be instances where Partners would like to withdraw them, although we ask them not to without good reason.
What happens when I redeem a voucher?
When you redeem a voucher , Steppr will update your account and your voucher's status will change to "Used". There can sometimes take a little time to update, but is usually very fast.
How do you deal with my personal information?
Protecting your information is important. Any personal information you submit to us is governed by our User Privacy Policy, so please take a look.
I can’t sign in to my account
There are a few things we suggest:
- Details: Check you’ve entered the correct sign in details.
- Other platform: If you're unable to sign in via the app, try the website, and vice versa.
- Close & Open App: Sometimes it can help to close & re-open the app, or restart your phone, then try again.
- Re-install App: Sometimes, re-installing solves these types of problems.
- Refresh Website: If this doesn't help, you can also try using incognito or private browsing.
- Reset: You can request a password reset.
If these fail, you can reach out to us at team@steppr.com for assistance.
How do I logout of the app?
Tap the app settings cog ⚙️ (top right of most screens) and select “Logout”.
How do I delete my user account?
We’re sorry to see you leave, please let us know why and if we can help, by sending a message to us at team@steppr.com. To proceed with deleting your account, on the app, tap the settings cog ⚙️, select "Edit profile" and scroll to the bottom of the screen, then select "Close account". To do this via the website, select "My Vouchers & Account", then "Close Account" at the bottom of the left-side menu. We do need to retain some information (i.e. regarding payments and transactions) for our legal and financial reporting requirements, although the ability to identify you from any such information will be removed upon deletion of your account.
How long do verification links last?
Emailed verification links typically expire after 24 hours.
I haven't received my account verification link
If you are certain you used the correct email address, there are a few things we suggest:
- Check your junk email folder: If the email is here, please drag it into your main inbox. This will help ensure similar emails are not mistakenly filtered here in future.
- Trigger another verification link: Close and re-open the app or website, then try to sign in again. This should trigger another verification link.
There are vouchers I don’t remember buying in my account
Please notify us immediately.
I have a new phone, can my account be carried over?
Yes. When you sign in, your account should be ready and waiting.
I can't see the whole voucher code
In "The kitty" part of your app account, only part of the code is displayed. To obtain the whole code, simply tap "Copy" next to the voucher code field. Signing in to your account on our website will show you the entire code. You can also find the whole code in your purchase confirmation email.
Can I use Steppr if I’m not in the UK?
Currently, Steppr is only for the UK. You may not make use of an account on Steppr if you do not have a UK-registered payment method.
Why aren’t I receiving emails from Steppr?
Please check the email address you have given us is correct. You can find this information in the app by tapping the settings cog ⚙️ (top right of most screens) and selecting "Edit profile". You can find this on the website by clicking "My Vouchers & Account" and selecting "Edit Profile". If your email address is correct and you are still waiting to receive the confirmation email, please check your spam or junk folder. If you find the email there, please drag and drop it into your main inbox. This will help future emails from us find their way there. You may also want to check that there is space in your mailbox.
I believe my account may have been hacked
Please contact us immediately.
My gift wasn't received
If you bought a voucher as a gift for someone, but the email never appeared to arrive, there are a few potential causes, including:
- Inbox misallocation: The gift email may be in the recipient's junk or spam folder. Please ask them to check.
- Incorrect info entered: You may not have entered the correct details for the recipient. Please check your gift purchase confirmation email to ensure the email address is correct, as well as the expected time & date.
- Something else? You can ask the business to resend the gift email immediately.
I input incorrect email details for my gift
No problem - you can ask the business you purchased the voucher from to resend the gift to a new email address.
Redemption & Expiry
When do the vouchers expire?
The redemption expiry date is shown clearly before you buy a voucher and also afterwards (in your kitty in the app, or your My Vouchers & Account area of the website).
Why do the vouchers have expiry dates?
Expiry dates on vouchers are important because they encourage you to use (and not waste) them. They also help Partners prevent a build-up of undeclared liabilities. Businesses change over time, and if the expiry dates were excessively long, some Partners' goods and/or services offered might change from what you expect to receive. After a voucher has expired, a Partner does not have to accept it unless legally obliged to do so (in that case, it may be only for the amount that was originally paid for the voucher, and not its face value).
How do I redeem a voucher?
Simple, just select what you’d like to purchase on the Partner’s website and enter the voucher code at checkout.
How many times can I use a voucher?
Once. Vouchers are single use.
Can I partially-redeem a voucher?
No. Vouchers are single use and cannot be used towards more than one transaction.
Can I exchange my voucher for cash?
No.
Can I get change for a voucher?
No.
My voucher value is greater than my basket but it isn't being accepted
Depending on the business you are redeeming the voucher with, there may be slight differences in how you are allowed to redeem a voucher. These may include not being able to redeem a voucher for a basket of items that is worth less than the face value of the voucher (which can help ensure that you do not accidentally waste the voucher on a smaller purchase).
Can I exchange my voucher for another voucher?
No.
Can I use my voucher in store?
Only if specified in the description displayed or referenced prior to you purchasing the voucher. If in doubt, please check with the issuing Partner beforehand.
Can I use these vouchers with other promotions, offers and discounts?
While this may depend on the Partner and their website settings, to be on the safe side, assume not. The same also goes for free shipping and free delivery-type promotions, which are often applied at checkouts in the form of a code. Please also be aware that if a company is offering a promotion, such as free shipping or delivery, for orders above a certain value on their website, this will most likely not include the amount you have paid for the voucher via Steppr (since this voucher amount is deducted from the order value). Furthermore, if the promotion relies upon an automatically-applied code at the checkout, this is unlikely to be able to be combined with a voucher bought via Steppr. Originally, some website builders did not allow the settings for combining voucher and promotional codes to be accessed remotely, and so we did not build that capability into our system (which links up with those website builders). We are looking to add this option in the future.
I can't see the promo code input area
This may be because you are using a mobile device, and viewing the website checkout in "mobile view" (or a similarly named mode). Usually, this is solved by selecting "desktop view" (or a similarly named mode). Alternatively, viewing the website on a computer should fix the issue.
My voucher code isn’t working online
Please check:
- Code: You are entering the correct code (you can copy/paste straight from your kitty).
- Extra spaces: Remove any extra spaces that may have crept in at the ends of the code.
- Redeemed: Check the voucher has not already been used.
- Partner: You are attempting to use a voucher associated with the right Partner.
- Browser: Try accessing the Partner website from a different browser.
- Wait: Try again 10 minutes later.
If none of the above work, you can contact the Partner directly to ask. If you think there may be a technical issue that related to Steppr itself, please contact us and we will assist you where we can.
Refunds & Cancellations
What is your refund policy?
We (Steppr) do not provide refunds for vouchers, since it is Partners who sell them to you. Partners receive your payments directly. We ask Partners to agree to refund any non-redeemed vouchers within 14 days, at the request of the purchaser. Partners are not obliged to refund vouchers that are redeemed or have been expired, unless required to by law. Any refund request must come from the original purchaser of the voucher. You can read more about the refund policy we ask Partners to abide by in our User Terms & Conditions.
I purchased the wrong voucher by mistake
You can choose to keep the voucher, in which case we hope you have a great experience. If you do not want to keep the voucher, you can contact the issuing Partner within 14 days of purchasing the voucher and they should be able to refund your purchase (provided you have not redeemed the voucher). Unfortunately, this usually is not something we (Steppr) can help with as you purchased the voucher directly from the Partner.
The Partner I bought the voucher from has closed down
Ultimately, when buying a voucher, there is a risk the issuing Partner will discontinue operating as a business. We hope that in the overwhelming majority of the time, this is not the case. In the unfortunate instance where this is the case, we advise you to contact the appointed administrator or other representative of the closing business, as you may be viewed as a creditor. While we do our best to vet businesses that use Steppr to sell vouchers, we in no way endorse them or attest to their creditworthiness, and are not liable if they close down operations. Please be aware that you are buying vouchers directly from them, not us, and they are the direct recipient of any payments for their vouchers.
Can I use a refunded voucher?
If you have requested and been given a refund for a voucher, it may still be able to be used unless it has also been cancelled. Please check with the Partner beforehand.
Can I use a cancelled voucher?
No.
Payments & Security
My payment card isn’t working
There are a number of potential reasons for this. We do not have access to your sensitive payment information, since this is handled by the payment processor (Stripe), however, we advise you try the following:
- Check the payment details (card information and CVV number) you are providing for mistakes.
- Ensure you’re using a UK card.
- Check your data/internet connection.
- Close the app or website, sign out, wait a few minutes and try again.
- Ensure your card has not been blocked.
- Ensure the card account has sufficient funds and is not overdrawn.
If all else fails, you could try to use another card. Unfortunately, we are unlikely to be able to assist you further. If you are still having difficulties, your card provider or Stripe may have blocked the transaction, and therefore you may need to contact them to allow the payment to proceed.
Will I receive an order confirmation email?
Yes. After you purchase a voucher (or gift), you are sent an order confirmation email containing the voucher code, as well as an order receipt.
Is VAT included?
All voucher and gift prices displayed are inclusive of VAT.
Are my Steppr account and payments secure?
Steppr does not store your sensitive payment card information. We use Stripe to handle payment processing instead, helping us provide a high level of payment security. When you are choosing a login password, please choose a strong password that cannot be easily guessed. Please ensure that you keep your account login information private, for example by logging out of Steppr when you are not using it.
I have a different issue
There may be mistakes in our service from time to time. We appreciate you pointing them out to us at team@steppr.com, and we will try to resolve them for you. If you do contact us with an issue, please provide as much relevant information as you can.
Offers & Claiming
Why have I received an email offering me a voucher?
You’ve received a time-limited voucher claim offer sent on behalf of a clearly identified business. They have indicated to us that they have permission to contact you, and Steppr is handling the delivery and claim process. The email will have come from “Business name” via Steppr (no-reply@vouchreach.steppr.com).
What is a voucher claim offer?
This is a time-limited invitation to claim a voucher from the stated business, at no cost to you (i.e. for free). No voucher exists until you click Claim and the claim process completes on Steppr’s website. You’ll see the voucher value and the claim and redemption timeframes before claiming.
- You have until the stated Claim date to claim the voucher. The offer expires on this date.
- Once claimed, you have until the stated Redeem/Redemption date to use the voucher. The voucher expires on this date.
Please note that the business may withdraw the offer before it is claimed.
How do I claim and use the voucher?
Click Claim in the email and allow the process to complete when you’re taken to Steppr’s website. Once claimed, the voucher can be redeemed directly with the business until the stated redemption date. After this date, the voucher can no longer be redeemed. Vouchers cannot be refunded, exchanged for cash, or combined with other offers.
Where do I find my claimed voucher?
Your claimed voucher is emailed to you.