What do I do if there is a technical issue with the application?
Subject to the issue you are facing, this may be resolved by deleting and re-installing the app and logging in with your original login credentials. Please ensure your mobile data connection or wifi signal are strong.
You are able to contact Mastercard within the app feedback section at any time. Noting the details of your experience and email address used to register.
Alternatively you are able to contact the Mastercard Loyalty Connect Customer Service Team on 020 3901 4769 (Monday to Saturday 10am to 8pm and Sunday 12noon to 6pm) or email them at LoyaltyConnect@Mastercard.com, quoting the details of your issue and the email address you used to register for the trial.
What are Apple TestFlight and Google Play Console?
Apple TestFlight is a beta test environment which enables organisations to test and launch new applications to a targeted list of consumers while they are still in testing phase (before the application is public or published in respective App stores).
Google Play Console allows developers to create an open release to run a test with a large group for the app's beta version on the Google Play store.
What do I do if I cannot download the Liberty Loyalty Connect application from the URL link?
Please follow the instructions outlined in the email relevant to the type of phone you have.
You may need to press the link a number of times in order for it to work.
Should you be unable to download the application from the link provided in the download you are able to contact the Mastercard Loyalty Connect Customer Service Team on 020 3901 4769 (Monday to Saturday 10am to 8pm and Sunday 12noon to 6pm) or by email at LoyaltyConnect@Mastercard.com
In-App: Why is my email address not working for registration?
- Make sure you are using the email address you provided when registering for the trial.
- Make sure you have verified your email address in the app for the first time. You will need to set your password at this stage as well.
- This password is not connected to your current Liberty Loyalty account.
If you are using the same email address (and it’s spelt correctly) but still unable to register, you can contact the Mastercard Loyalty Connect Customer Service Team on 020 3901 4769 (Monday to Saturday 10am to 8pm and Sunday 12noon to 6pm) or by email at LoyaltyConnect@Mastercard.com
In-App: What if I forget my password?
Go into the App and click ‘Forgot Password’ on the sign-in page and follow the prompts. You will be sent an email to authenticate it is you to enable a password reset.
Can I connect more than one payment card at a time?
For this trial you are only able to connect one payment card at a time. However in the full solution you will be able to connect multiple payment cards to a single loyalty programme.
You may choose to change the connected payment card at any time by visiting the ‘Manage Connected Payment Card’ section of the main menu in the application. Just remember which card you connected when you visit in-store!
Can I connect all types of payment cards to my loyalty card?
Yes, you can connect all types of payment cards including Mastercard, Visa and Amex within the Liberty Loyalty Connect application.
What do I do if I am unable to use my camera to scan my payment card to connect it in the app?
You can enter your card number details manually within the app by pressing the ‘manual’ option which appears at the bottom of the screen when adding the card with your camera, within the ‘add a payment card’ section of the app.
What do I do if the Liberty Loyalty Connect app keeps freezing?
If your device or the Liberty Loyalty Connect application continually freezes, please delete and reinstall the application and restart your device.
If the issue continues please contact the Mastercard Loyalty Connect Customer Service Team
What if the voucher does not appear in the app?
Please contact the Mastercard Loyalty Connect Customer Service Team
How do I check my points balance?
Simply log in to the Liberty Loyalty Connect app to view your points on the home page.
Alternatively, you can also log onto your Liberty Loyalty account to view your most up to date points balance at libertylondon.com/uk/account
What do I do if my points have not updated within the application?
Rest assured that your points are held in the Liberty loyalty database and are not lost. You are able to log onto your Liberty Loyalty account to view your most up to date points balance at libertylondon.com/uk/account.
Please also be aware that this is a test and the points shown will only update and accumulate for the duration of the Liberty Loyalty Connect trial.
In-Store: What if there is an issue in the store with presenting my connected card at the till?
Liberty London staff have been specially trained to handle on the spot technical issues.
They will also collect details of the issue and record the feedback as part of the trial process.
We will always ensure that you accumulate the correct points and are able to use any valid vouchers.
I don’t have a contactless payment card. Can I still connect it and use the Loyalty Connect system?
Our system has been designed to accommodate all types of cards. You are able to use contactless, insert the chip and even swipe the connected card on the Loyalty Connect reader.
What do I do if the store staff were unaware of the Liberty Loyalty Connect trial?
If you are certain that you are within the set trial dates of the 29th of January to the 10th of February 2019, please ask the staff member to check with a colleague who knows about the trial.
All participants within the trial will be approached to provide feedback on their experience, we’d really like to know details of your experience.
You can also provide feedback within the app so that we can use this information to ensure the best customer experience, which is always our priority.
Alternatively please contact our friendly customer service team on 020 3901 4769 (Monday to Saturday 10am to 8pm and Sunday 12noon to 6pm) or email them anytime at LoyaltyConnect@Mastercard.com
What is the voucher does not work in-store?
Liberty London staff have been specially trained to handle such situations and will resolve the issue on the spot and will always ensure that you are able to use valid vouchers.