Question 1

How to download Zaxbys app.

Accepted Answer

The Zaxbys app is available for download on [Google Play](https://play.google.com/store/apps/details?id=com.snapfinger.mobile.zaxbys&hl=en_US) and the [App Store](https://apps.apple.com/us/app/zaxbys/id480603264).

Question 2

How do I update my personal information?

Accepted Answer

You can update your personal information in the Account tab when logged into the app. The Account tab allows you to update Payment Information, Fave Stores, Address Book, Gift Cards, and Communication Preferences. To edit your first name, last name, date of birth, phone number, and please select edit within the Account tab. Please note that your date of birth can only be changed once.

For additional assistance, please contact Guest Experience at [Zaxbys Listens](https://feedback.zaxbyslistens.com/?AspxAutoDetectCookieSupport=1?a=https%3a%2f%2ffeedback.zaxbyslistens.com&c=E,1,VHlvWo73_UdTuCWW3GknL2c2VuroSV4Qs4BkJpHKR97NwkADW_UyoiXonSzvA3aVoUCR2GLVu-Ngq5lQvS3rguLAgcdrMyrS9brInAN-gcERZng_z91x&typo=1) and select “Mobile App.”

Question 3

How do I reset my password?

Accepted Answer

Under the Account tab, please click on Edit in the top right of the screen and then select Edit Password on the Profile screen.

Question 4

Forgot password?

Accepted Answer

If you have forgotten your password, please select “FORGOT MY PASSWORD” on the initial login screen. Enter your email address that is connected to your account and select “SUBMIT”. Verify your account by email or phone number by providing the 6 digit code sent to your phone number or email address. Next, you will be able to enter your new password twice to confirm the password is entered correctly. Select “UPDATE” to finalize the process.

Question 5

How do I mark a location as my favorite?

Accepted Answer

Under the Account tab, please select Fave Stores, then select Add a Store. The map will display the stores around your current location, or you can enter city, state, or zip code to find a specific location. Once the location is selected, click the star icon in the top right by the word favorite. The location will now be displayed under the Fave Store section under the Account tab.

Question 6

How do I update my delivery address?

Accepted Answer

Under Account tab, please select Address Book, then select Add a New Address. Enter the name and address, along with any notes for your delivery driver. Select Save at the bottom. Your delivery address will now be listed under your Address Book.

Question 7

How can I merge accounts?

Accepted Answer

If you need to merge an account, please contact Guest Experience at [Zaxbys Listens](https://feedback.zaxbyslistens.com/?AspxAutoDetectCookieSupport=1?a=https%3a%2f%2ffeedback.zaxbyslistens.com&c=E,1,VHlvWo73_UdTuCWW3GknL2c2VuroSV4Qs4BkJpHKR97NwkADW_UyoiXonSzvA3aVoUCR2GLVu-Ngq5lQvS3rguLAgcdrMyrS9brInAN-gcERZng_z91x&typo=1) and select “Mobile App.”

Question 8

How can I opt in/out of text or email?

Accepted Answer

You are able to opt in/out of text or email communications under your profile settings within the app or on our website.

Question 9

How can I find out what personal information Zaxbys has collected from me and how it uses it?

Accepted Answer

Please read our [Privacy Policy](https://www.zaxbys.com/privacy-policy/?gclid=CjwKCAjwj42UBhAAEiwACIhADhhy6IjobirGfkOOGY6LNPNM40bnfQ_pmxmOWCwY8SJ0SmmNW-u3tRoC9sAQAvD_BwE).

Question 10

Why does the Zaxbys app ask for my location information?

Accepted Answer

Location information is used to find the closest Zaxbys to your current location and to provide the most accurate pricing to guests.

Question 11

I’m worried my account may be compromised. How can I secure my account?

Accepted Answer

You can reset and update your password by following the instructions below:

Under the Account tab, please click on Edit in the top right of the screen and then select Edit Password on the Profile screen.
 
For additional assistance, please contact Guest Experience at [Zaxbys Listens](https://feedback.zaxbyslistens.com/?AspxAutoDetectCookieSupport=1?a=https%3a%2f%2ffeedback.zaxbyslistens.com&c=E,1,VHlvWo73_UdTuCWW3GknL2c2VuroSV4Qs4BkJpHKR97NwkADW_UyoiXonSzvA3aVoUCR2GLVu-Ngq5lQvS3rguLAgcdrMyrS9brInAN-gcERZng_z91x&typo=1) and select “Mobile App.”

Question 12

How to contact Zaxbys customer service.

Accepted Answer

Please contact our Guest Support Team at 1-866-892-9297.

Question 13

How to delete Zaxbys account.

Accepted Answer

To delete your account, open the Zaxbys app and click on the Account tab. Next to your name at the top, click Edit to enter your profile. Then scroll to the bottom and click Delete Account.

Question 14

How does the Zax Rewardz program work?

Accepted Answer

Every $1 spent on an eligible in-store, online, or delivery (through the Zaxbys app and Zaxbys.com) purchases gives you 10 points, which you can put towards saucy rewards. The more points you earn, the bigger the reward you can redeem. Points earned will appear on your account 24 hours after the order was confirmed. See the rewards program terms for complete details

Question 15

How can I view my available rewards?

Accepted Answer

Please select the Rewards tab from the homescreen. Check your available point balance located at the top left of the screen. Scroll down to see what rewards you are eligible for depending on your balance.

Question 16

How do I redeem my rewards?

Accepted Answer

Once you have earned enough points to redeem the desired reward, select the reward you would like to redeem and follow the on-screen instructions. To redeem in-store, select the Redeem In-Store option and scan the QR code at the register. To redeem online, please select Redeem Now. When in the cart, go to the Available Rewards banner and select the Reward and the discount will be applied. For additional support, please contact our Guest Support Team at 1-866-892-9297.

Question 17

Can I redeem multiple rewards for one order?

Accepted Answer

No, we only allow one reward per transaction.

Question 18

My reward is unable to be redeemed.

Accepted Answer

Please validate that you have the correct items in your basket prior to redeeming your offer and that you have sufficient Points for the reward.
 
If you continue having an issue redeeming your points, please contact our Guest Support Team at 1-866-892-9297.

Question 19

Can I save a reward for later?

Accepted Answer

For promotional Deals & Offers, you have until the expiration date to use them. For rewards earned through points redemption, as long as you have enough points to unlock the reward, you'll be able to use them. 
 
Your points will expire 365 days after they are earned.

Question 20

What if my reward expired?

Accepted Answer

All Deals and Offers expire, although we do our best to give you enough time to redeem. You can check your account for current Deals and Offers and view expiration dates. Once a Deal or Offer is expired, it is unable to be redeemed. Points expire 365 days from when they are earned.

Question 21

Can I get my points refunded?

Accepted Answer

Points will be returned to your account for refunded orders. This will happen automatically if refunded on the same day. If your refund occurs on a different day, contact Guest Experience at [Zaxbys Listens](https://feedback.zaxbyslistens.com/?AspxAutoDetectCookieSupport=1?a=https%3a%2f%2ffeedback.zaxbyslistens.com&c=E,1,VHlvWo73_UdTuCWW3GknL2c2VuroSV4Qs4BkJpHKR97NwkADW_UyoiXonSzvA3aVoUCR2GLVu-Ngq5lQvS3rguLAgcdrMyrS9brInAN-gcERZng_z91x&typo=1) and select “Rewards.”

If you continue having an issue having points refunded, please contact our Guest Support Team at 1-866-892-9297.

Question 22

How do I log my missed transaction?

Accepted Answer

We now have the ability for you to add your missed points directly in the app by scanning the QR code with your phone's camera or entering the number below the QR code or barcode at the bottom of your printed receipt.

1) Log in to your Zaxbys account 2) Click "Rewards" (bottom of screen) 3) Click "Scan to Earn" (top right of page) 4) Enter Code into box under "Forgot to scan In-store?" (To get Code: Enter numerical code located under the QR code or barcode on your receipt) 5) Click "Earn Points" to submit

Please note: receipts must be uploaded within 48 hours of your purchase. For additional assistance, please contact Guest Experience at [Zaxbys Listens](https://feedback.zaxbyslistens.com/?AspxAutoDetectCookieSupport=1?a=https%3a%2f%2ffeedback.zaxbyslistens.com&c=E,1,VHlvWo73_UdTuCWW3GknL2c2VuroSV4Qs4BkJpHKR97NwkADW_UyoiXonSzvA3aVoUCR2GLVu-Ngq5lQvS3rguLAgcdrMyrS9brInAN-gcERZng_z91x&typo=1) and select “Mobile App.”

If you continue having an issue, please contact our Guest Support Team at 1-866-892-9297.

Question 23

Do gift cards count towards points progression?

Accepted Answer

Any order placed through our mobile app or Zaxbys.com is eligible to earn points towards rewards. So, yes, if you place an order and pay using a gift card, you will still be able to earn points. Points cannot be earned when purchasing a gift card.

Question 24

Can I earn points through delivery?

Accepted Answer

Any order placed through our mobile app or Zaxbys.com is eligible to earn points towards rewards, though you will not earn points for the delivery fee. Points cannot be earned when ordering through third-party delivery services (Grubhub, Uber, DoorDash, etc.).

Question 25

How does the Referral Program work?

Accepted Answer

Zax Rewardz offers a Referral Program for members who refer their friends to join Zax Rewardz. The more friends an existing member encourages to join, the more rewards that member can earn. Refer a friend to sign up for Zax Rewardz using your personalized referral code and you each will get a reward after your friend signs up and makes a minimum purchase of $0.50 using their Zax Rewardz account. Your friend’s purchase must be made using their Zax Rewardz account to order ahead online at zaxbys.com or via the Zaxbys app, or by scanning the app in-store at time of purchase.

Question 26

What do I receive for referring a friend?

Accepted Answer

$5 Off Reward on your Zaxbys app.

Question 27

How many rewards can I earn for referring a friend?

Accepted Answer

Up to 5 rewards.

Question 28

How long does it take for me to receive my referral reward?

Accepted Answer

It takes up to 48 hours after your friend’s minimum purchase of $0.50 for your reward to appear in your account.

Question 29

Do I need a smartphone to participate? What type of device do I need to use the app?

Accepted Answer

No. If you are logged into your account online through Zaxbys.com, you are eligible to earn points and participate in our rewards program. The Zaxbys app is available for devices that use iOS or Android platforms.

Question 30

Still having trouble or need additional support?

Accepted Answer

Please contact our Guest Support Team at 1-866-892-9297.

Question 31

Where can I see my transaction history?

Accepted Answer

From the homescreen, please select the Reorder tab and select Recent Orders to view your transaction history.

Question 32

Can I set an order as a favorite or edit a previously favorited order?

Accepted Answer

Yes, you are able to set favorite orders from your recent orders within the app. You are able to edit a previously favorited order. Please select the Reorder tab and select Recent Orders to view your Faves. Please select the meal you would like to reorder and edit it, if you wish.

To edit a previously favorited order. Please select “EDIT” on the menu item you would like to change once the item is in your cart.

Question 33

Can I order ahead of time through the Zaxbys app? (Is there a future date limit?)

Accepted Answer

Yes, you are able to order ahead through the Zaxbys app for ASAP or Later. If you select Later, you must enter a date and time for your order.

Question 34

I see my local Zaxbys on the app, but I can’t create an order. Why?

Accepted Answer

This location may not be accepting online orders or delivery currently.

Question 35

I’m not able to place a delivery order for my delivery address. Why?

Accepted Answer

The Zaxbys location is unable to deliver to your address based on its distance from the delivery address.

Question 36

How to track Zaxbys order.

Accepted Answer

The system will track the following steps throughout the delivery process: Order Received, Order in Progress, Order on the Way. You will be provided an expected time of arrival for your delivery.

Question 37

I had issues with my order, my pickup experience, or my delivery experience. What should I do?

Accepted Answer

For a refund, please contact the store directly for immediate assistance or go to [Zaxbys Listens](https://feedback.zaxbyslistens.com/?AspxAutoDetectCookieSupport=1?a=https%3a%2f%2ffeedback.zaxbyslistens.com&c=E,1,VHlvWo73_UdTuCWW3GknL2c2VuroSV4Qs4BkJpHKR97NwkADW_UyoiXonSzvA3aVoUCR2GLVu-Ngq5lQvS3rguLAgcdrMyrS9brInAN-gcERZng_z91x&typo=1) and select the store you visited and select “Refund”.

Question 38

Can I modify an online order through the app after it is placed or change my pick-up method?

Accepted Answer

Once an order has been placed, you are unable to make modifications. Please contact the store directly for assistance in modifying your order.

Question 39

I placed my order at the wrong location. What should I do?

Accepted Answer

Please contact the location where you placed the wrong order as quickly as possible for assistance with a cancellation or refund.

Question 40

How to cancel Zaxbys online order.

Accepted Answer

Please contact the location where you placed your order as quickly as possible for assistance with a cancellation.

Question 41

How do I pay with my app when ordering in-store or in the drive-thru?

Accepted Answer

We currently do not have a scan to pay option on the app, but you are able to scan your app QR code at the drive-thru window or register to earn points. This QR code is listed under the Rewardz tab. Click on “SCAN TO EARN” in the top right corner and scan your phone at the restaurant. Points will be earned and added to your account in 24 hours.

Question 42

How do I redeem a reward when ordering in-store or in the drive-thru?

Accepted Answer

Once you have earned enough points to redeem the desired reward, select the reward you would like to redeem and follow the on-screen instructions. To redeem in-store, select the Redeem In-Store option and scan the QR code at the register. To redeem online, please select Redeem Now.

Question 43

What payment types are accepted for order ahead?

Accepted Answer

Credit cards, debit cards, Apple Pay, and gift cards can be used as payment types along with rewards for orders placed through the app. Please note, we currently do not have a scan to pay option available on the Zaxbys app.

Question 44

How do I add a credit/debit card to my account?

Accepted Answer

Please note, when you are placing your first order, you will enter in your payment information before finalizing and placing the order. After you have placed your first order, you are able to add and edit payment options in the account settings. Under the Account tab on the homescreen of the app, you are able to access your profile. The Payments option is available to view, add, or remove payment types. Please note: when placing your first order, you must add your payment information at the checkout screen by selecting Payment Type then Add a New Card.

Question 45

How do I change the payment method in my app?

Accepted Answer

Please select the Account tab from the homescreen of the app. The Payments option is available to view and edit active stored payments on the app. You are able to select the payment method at the Ready for Checkout screen as well and select the specific Payment Type you want to use.

Question 46

How are plastic gift cards mailed?

Accepted Answer

They are sent via USPS standard delivery to arrive in 7-10 days.

Question 47

How to check Zaxbys gift card balance.

Accepted Answer

Gift card balances can be checked at the Zaxbys Gift Card page by clicking [here](https://zaxbys.myguestaccount.com/guest/nologin/account-balance).

Question 48

How can I request a replacement for a lost, stolen, or damaged Zaxbys gift card?

Accepted Answer

To request a replacement or report a lost or stolen card, please contact us [here](https://feedback.zaxbyslistens.com/Index.aspx?c=355711).

Question 49

What if I have issues with my gift card order?

Accepted Answer

Our team will do our best to assist you and solve your gift card related issues! Please contact us [here](https://feedback.zaxbyslistens.com/Index.aspx?c=355711).

Question 50

How are electronic gift cards redeemed?

Accepted Answer

EGift Cards can be redeemed 3 ways:
•	In Store
1.	Present your card number from your eGift email to the cashier. The cashier will manually enter the eGift card number to be applied to your purchase.

•	Online
1.	Log into Zax Rewardz, and go to your account profile
2.	Click Gift Cards to add a new gift card number, including PIN
3.	This will store all gift cards in your Zax Rewardz account wallet
4.	Apply the stored gift card when checking out in the app/online

•	Online + In Store
1.	Follow steps 1-3 in Online above
2.	Before getting to the register, open the Zax Rewardz app. Click Gift Cards and choose the gift card you'd like to use, then scan the barcode with the scanner at the register.
3. If scanner does not work, team member can manually type in the gift card number.

Question 51

How long does it take for my eGift card to arrive?

Accepted Answer

EGift cards usually arrive within 15 minutes. Be sure to check your junk, spam, and promotion folders if you don’t see it within an hour!

Question 52

Will I be notified when the recipient receives my gift?

Accepted Answer

Yes! You will receive an email when the recipient opens their eGift card.

Question 53

Can I resend my eGift card?

Accepted Answer

Yes! Just follow these simple steps:
1.	Open the email with the subject line, “You have received a Gift Card Receipt.”
2.	Click on the “See Receipt Online” button. 
3.	Click on the “Resend Card” button.

Question 54

How can I place a bulk or business order for Zaxbys gift cards?

Accepted Answer

To place a bulk or business order for electronic or plastic gift cards, please fill out [this form](https://app.smartsheet.com/b/form/2c1aadb85cf04e4e8ba4f6461b02c2a2) and we’ll be in touch shortly!

Question 55