LOCO Rewards FAQs

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About the ProgramExpand/Collapse Indicator

What is LOCO RewardsTM?

LOCO Rewards is our rewards program that allows you to earn rewards and offers throughout the year. LOCO Rewards is offered via mobile app. A basic version may also be accessed via our website but will have limited features.

Ok, How do I get started?  

It’s easy! Download the app from the App Store or Google Play store and create your account. You can begin using the app immediately.

How does LOCO Rewards work?

With any qualifying in-restaurant purchase or online order placed, you earn 1 point for every $1 spent.
When you have earned 100 points, your points will automatically convert into a $10 reward in your account. Your reward can be redeemed with any subsequent food or beverage purchase.

Can I have more than one LOCO Rewards account?

Unfortunately, no. Multiple accounts used on the same device will not work with the rewards program. A guest with multiple accounts will be deactivated and/or banned from the rewards program. See Loco RewardsTM Terms & Conditions for details.

Why does the El Pollo Loco app ask for my location information?

Your location information is needed to locate the restaurants nearest to you and make your search quick and easy.

What if I don’t have a mobile device or don’t want to have the LOCO Rewards app on my phone?

You can participate in LOCO Rewards on our website.

How do you use my personal and purchase information?

We do not share your personal or purchase information. Purchase information is used to help us better provide you with offers and information you are interested in.

Earning PointsExpand/Collapse Indicator

How do I earn points?

To earn points, follow these quick, easy steps when you’re ready to place an order:

  • Open the app on your mobile device and log-in
  • Tap “Rewards” in the menu at the bottom of your screen

There are three ways you can earn at the restaurant:

  • For El Pollo Loco locations with a QR code reader
    • Tap “Earn” and a QR code will appear on your screen
    • Scan the barcode at register when you place your order.
  • For all other locations
    • Place your order as usual and retain your receipt to earn
    • In the app tap “Earn” and tap “Scan Barcode”
    • The app will use your camera to scan the barcode
    • Or, Tap “Enter Barcode” to enter it manually
  • Provide your phone number
    • Give the cashier the phone number you registered your account with and the points for your purchase will be applied to your LOCO Rewards account.

If you place an online order:

  • Sign-into your LOCO Rewards account
  • Place your order
  • Your points are automatically added to your account!

Please note: if you are signed in as “guest” when you place your order, we are unable to connect to your account and you will not earn points.

The barcode didn’t scan. What can I do?

On the barcode scan screen, tap “Enter Barcode”. The next screen will allow you to enter the numbers showing on the receipt barcode, and tap “Done”.

I have an account but didn’t have the LOCO Rewards app with me when I purchased. Can I still earn points?

Yes! Be sure to save your receipt. Each receipt has a LOCO Rewards barcode that can be scanned to earn your points for your purchase. See above for how to scan.

Please Note: The barcode is only valid for 2 days from time of purchase so don’t delay!

I don't have the app. Can I earn points using the elpolloloco.com website?

Yes, to earn points on the website, visit the Rewards page and login into your account. Select "Checkin" and enter the barcode digits on your receipt. Click the submit button.

I placed an online order. How do I earn points?

If you were signed into your account at the time of purchase, the points will automatically be added to your account.

I made a purchase and later joined LOCO Rewards, can I get credit for that past purchase?

If you joined within 2 days of your purchase and saved your receipt, you can use the app to scan the bar code or manually enter the code. Unfortunately, any transactions older than 2 days cannot be credited to your new account.

I placed an online order but didn’t receive points. Why not?

You may not have received points for the following reasons:

  • LOCO Rewards Account – you may not have created a LOCO Rewards account on the online ordering website
  • Sign-in - You may not have been signed into your account at the time of purchase. Orders placed as “Guest” do not earn points. If you are not signed in, points cannot be posted to your account.
  • You purchased a gift card – gift cards are not eligible to earn points.

How do I know how many points I have earned?

You can check your account balance at any time by opening the El Pollo Loco app and tapping “Rewards” in the bottom menu of your screen. You will see a round dial showing how close you are to reaching 100 points.

You can also tap “News” to view any rewards you have earned.

How many times can I earn points in a day?

You can earn points on a maximum of two different transactions per day.  

Do I earn points on delivery?

No, just food and drinks. Delivery is not included and points cannot be earned on delivery charges.  

Do I earn points for catering orders?
Yes, points may be earned on catering orders. 

My receipt was for higher than the points I received, why?

You earn points on all pre-tax sales and not the receipt total (which includes tax).

Can I give the cashier my phone number to apply my points to account?

Yes! Provide the phone number you used to register your account with. 

Besides points, are there other ways to get free food and discounts?

From time to time we provide special rewards and offers for our members. Be sure to open our emails and check the “News” section of our app so you don’t miss any offers or rewards!

None of these situations apply and I still don’t know why I didn’t earn points. What can I do?

Please log into the LOCO Rewards app. Select the main menu by tapping the list icon in the upper left corner of your screen and tap “Need Help?” Select the “Customer Support" button and complete the Contact Us form.

For technical difficulties with the app, select “Technical Support" and complete the auto-generated email. Please include detailed information of the technical issue. Also include location you visited and receipt number so we can better help you.

Redeeming RewardsExpand/Collapse Indicator

I earned a $10 reward, how do I redeem it?

To redeem, follow these simple steps if you’re in restaurant or placing an order online:

In Restaurant:

  • Open the El Pollo Loco app before placing your order with the cashier, tap the redeem button, select your Loco Reward, then select the amount of your reward you would like to apply to your purchase, up to $10, and tap redeem. Confirm the amount by tapping “Yes” in the pop-up screen. Your reward will be applied to your order. A maximum of one $10 reward per transaction is allowed.

For Online Orders:

  • Place your online order
  • In the check-out screen tap the Redeem button and select the reward you wish to redeem. Complete your checkout and submit your order.

My purchase total is less than my $10 reward. Can I redeem part of it now and the rest later?

Yes, you can use part of your reward and the balance will be saved to your account for redemption towards a future purchase.

How many times a day can I redeem rewards?

You can redeem one (1) reward per day.

If I earn more than one reward, can I save and use all of them later?

Rewards can be saved but only one can be redeemed per transaction and rewards expire.

I have multiple rewards, can I apply them all to one purchase to cover the cost of most of my purchase?

You can only redeem one reward per transaction. Redeeming two or more rewards in a single purchase is not allowed.

Do my rewards expire?

Yes, all rewards expire, although we do our best to give you enough time to redeem. You can check your account for current rewards and view expiration dates.

Gift CardsExpand/Collapse Indicator

How do I pay for an order using a gift card I loaded in the app?

Click the “gift card” tab and then click the gift card you would like to use. The gift card will flip to show a QR code which the cashier can scan at the register to pay for your meal.

Where is my payment information stored?

We do not store any of your information. Once your transaction clears, your information disappears and there is no way for us to access your credit card information.

Can I store multiple forms of payment to purchase a card?

We do not store your credit card information in the app. You will need to input your card information each time you make a purchase.

Can I add money to a gift card I purchased on the app?

Absolutely! We would love it if you did. Click the “gift card” tab, select the gift card you would like to reload, click “reload”, then follow the prompts to add a balance to your gift card.

How do I transfer a gift card to a friend or family member?

Go to the “gift card” tab, select the gift card you want to share, click “manage”, then click “transfer”. Select “other” if you’d like to transfer part of the gift card balance, or select “full” if you’d like to transfer the full gift cad balance, then click “transfer”. Enter the email address registered with your friend or family’s Loco Rewards account, and you have successfully transferred your card. Please note, your friend or family member will need to have a Loco Rewards app in order to use the gift card you’ve transferred to them.

If I transfer a card to another user, will the card number change?

No, the card number remains the same.

How do I remove someone who is shared on one of my gift cards?

You can remove someone by going to the “gift card” tab. Under the card that you shared, you will see a garbage can icon next to the person’s name; click the icon and you’ll receive a message confirming your choice to remove a user.

What do I do if I forgot my gift card passcode?

If you forgot your gift card passcode, click “manage”, click “security”, then click “reset passcode” to receive an email to reset your passcode.

Can I add a physical card to the app?

Yes, you can! Click the “gift card” tab, click “add card” in the upper right corner, click “add physical card”, enter your gift card number and pin and you are ready to purchase some pollo.

When I upload a physical gift card, will the card number stay the same?

Yes! The 19 digit card number will be the same on the physical card as well as on the app.

How do I review my gift card transaction history?

Once you’re in the gift card tab, select the gift card you want to review and then click “manage”. From here you’ll be able to view your history and transfer or share the card with another app account.

What do I do if the QR code on my gift card doesn’t scan?

Make sure the brightness on your phone’s screen is turned up so the scanner can read the QR code. If that doesn’t solve the problem, the cashier can manually type in the gift card number at the time of your transaction.

Will I lose my gift cards if I get a new phone?

No way! Simply download the Loco Rewards app to your new phone, sign in using your existing username and password (or login with Facebook, if that’s how you previously created your account), and everything will be right there where you left it.

If I have multiple gift cards in the app, can I combine them?

Not at this time. If you have a remaining balance after using a gift card, you can use an additional gift cards to pay for the rest.

Can I reload more money to a gift card?

Of course! You can add value anytime using the app. Simply tap “reload”, view your current balance and method of payment, tap “proceed”, enter payment information and the value you would like to add, then tap “reload”

If you have a physical gift cards you want to reload, tap “scan card” and enter the value you would like to add.

Why am I asked to create a passcode the first time I make a gift card purchase in the app? 

A passcode is created to protect the gift card purchases you make.  You will be asked to enter your private passcode when you either 'Share' or 'Transfer' your card to another app user.  Please use a passcode you will remember and do not share with others.

Technical SupportExpand/Collapse Indicator

The barcode didn’t scan. What can I do?

On the barcode scan screen, tap “Enter Barcode”. The next screen will allow you to enter the numbers showing on the receipt barcode, and tap “Done”.

Why does the El Pollo Loco app ask to use my camera? And, can I turn it off?

In order to earn points with the barcode, your device camera is needed to view and scan the barcode. You can turn off the camera in your settings but you will need to manually enter the bar code numbers each time you wish to earn points for purchases.

My app is frozen and won't advance to next screen. What do I do?

Try logging out of your account and then closing the El Pollo Loco app on your device. Restart the app and begin using it as usual. If the problem persists, select the help tab in the app main menu and select Guest Services. Provide details of your technical difficulty and submit. Or contact us at: https://www.elpolloloco.com/contact

OtherExpand/Collapse Indicator

None of these situations apply and I still don’t know why I didn’t earn points. What can I do?

Please log into the LOCO Rewards app. Select the main menu by tapping the list icon in the upper left corner of your screen and tap “Need Help?” Select the “Contact Guest Services button and complete the Contact Us form. For technical difficulties with the app, select “Report Technical Issue and complete the auto-generated email by explaining your situation, location you visited and receipt number. We will respond within 5 business days to help resolve your situation.

Why can’t I order delivery?

Delivery may not be available in the location or area you wish to order from. We are adding more locations as delivery service becomes available so please check back from time to time.

 

Still have unresolved questions not found in our FAQs?  Contact Us

 For additional program detail see Loco RewardsTM Terms & Conditions.

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