Help Center

For Perk Hero users & customers

For merchant support please visit our merchant help center.

What is Perk Hero?

Perk Hero is a fast and convenient mobile ordering, payments and rewards platform all in one place.

What are Perk Hero coins?

Perk Hero coins are the coveted rewards you get every time you pay or order through Perk Hero! You start off by getting 5 Perk Hero coins for every dollar you spend on a regular payment and 10 Perk Hero coins for every order. As you spend more and level up, you can work towards doubling your coin earnings!

How do I redeem my Perk Hero coins?

It’s simple! Perk Hero coins can be redeemed instantly as real dollars (no joke!) and used at any Perk Hero location.

How do I earn more Perk Hero coins?

As you collect more experience points (XP), you level up! The higher your level you are, the higher your “EARN POWER” is, which means, the more Perk Hero coins you earn each time you pay or order through Perk Hero.

How can I collect more experience points (XP) to level up?

You get 10 XP for every dollar you spend. You can also complete a Perk Hero quest or check-in to collect additional XP.

What are Perk Hero Quests?

Every hero needs a mission, especially in Perk Hero! Quests are simply challenges created by merchants and us. Complete quests earn more experience points (XP) and Perk Hero coins. Learn more about quests.

Where can I download Perk Hero?

Perk Hero is available for iOS and android. Download the app at the App Store for iPhone or Google Play for Android.

How do I sign up/create an account in Perk Hero?

Follow these steps:

  1. Enter your phone number when you first open the app. Once that is entered, a verification code is sent by text. The code must be entered in the app.
  2. Enter your email to be notified for updates, promotions and rewards!
  3. Create a password. The password must contain uppercase letters, numbers and special characters.

By completing each of these steps, you’ll receive XP! Don’t miss out on these freebies. Note: Option to Skip For Now will take you to the Home tab. You will be redirected to the sign up process when you’re ready to make a payment.

How do I place an order in Perk Hero?

Select the Location button and type in the name of a Perk Hero location. Find the menu under the Orders tab. Tap on the item you want to order, enter in any special requests, select the quantity amount, and select Add To Order. Unsure of what you want to order? Go to the Map tab to see nearby Perk Hero locations.

How do I make payment at a Perk Hero location?

There are two ways to pay through Perk Hero:

  1. You can look for the location to pay your bill by selecting the Location button. After selecting the Perk Hero location, tap on the Pay Here button which will pull up the camera on your device. Snap a picture of your bill.
    • If the lighting at your location is not bright enough, turn on the flash.
    • If the photo is not clear, you can discard the photo and take another.
    • If the bill scanning function cannot pick up the table number, you will need to manually enter the table number.
  2. You can pay by scanning the QR coded provided at the Perk Hero Location. Select the Location button and then tap on the QR code scanner.
Where is the QR code scanner in Perk Hero?

The QR code scanner can be found by selecting the Location button. The QR code scanner is on the bottom of the location tab.

I’m ready to take on quests! How do I start one?

Quests are individually set up by each Perk Hero location. You can find these quests on the Home tab or by selecting a Perk Hero location. In the profile page of the Perk Hero location, select the Quests tab to see a list of available quests. To see the progress of your quests, select the Profile tab.

Where can I see my level and information about my coins and experience points (XP)?

You can see all of this at the top of your Home tab or in your Profile tab.

How do I make changes or edits to my account?

Select the Profile tab and tap the gear icon on the top right. On your accounts page, you can do the following:

  • Edit/change your name, email and phone number
  • Choose your hero
  • Add in your birthday (Special rewards can happen on your birthday!)
  • Edit/change your payment methods
  • Change your password
How do I change my password?

Changing a password on the PerkHero App is easy. Open the app, tap the settings icon (cog) at the top right of the screen and tap “Change Password”.

Where can I find my previous transactions?

Select the History tab to see your recent transactions.

I’m not at a Perk Hero location! What can I do?

Not a problem! Check-in, snap your receipt and you can still collect experience points (XP).

How do I earn Perk Hero rewards?

You earn Perk Hero coins every time you complete a pre-order or make a payment at a Perk Hero location.

The number of Perk Hero coins that you can earn depends on your “EARN POWER“. Your Earn Power increases as you “level up” and you can level up by gaining experience points (XP) by completing certain activities within the Perk Hero app.

Where can I see my Perk Hero coins?

The dashboard on the “HOME” screen or your “PROFILE” screen shows your number of Perk Hero coins you have earned.

How much is a Perk Hero coin worth?

One Perk Hero coin is equivalent to C$0.001 that can be redeemed at any Perk Hero merchant.

Can Perk Hero coins be redeemed at any Perk Hero merchant?

Yes! Perk Hero coins can be redeemed at any Perk Hero merchant.

Can Perk Hero coins be exchanged into cash or converted into any other currency?

No, currently Perk Hero Coins cannot be exchanged or converted into any other currency.

What are quests?

Quests are simply challenges you can complete to earn bonus coins or experience points.

How do I start a quest?

If you meet the criteria of a quest, you will automatically start that quest when you make payment, complete an order or do an activity. We keep track of your progress automatically, you just have finish the quest to earn!

How do I keep track of my progress?

All your quests in progress will be visible on your Profile page. If you have started a quest for particular business, you will be able to see your progress on that business profile as well.

How do I know when a quest is complete?

If you have met the conditions of a quest, you will be notified right after you complete a payment, pre-order or activity. You can also check on your progress on your Profile page for each quest you have started.

What do I get when I complete a Quest?

Quest rewards are set by businesses and Perk Hero. Businesses determine how many coins to reward you for completing a quest and they can vary from business to business and from quest to quest. Perk Hero can create quests that either reward you coins or experience points (XP) and those rewards can vary as well.

I’ve completed a quest and didn’t receive my reward

We are sorry this happened to you, please contact us and provide your details in our form and we’ll see if we can figure out what happened!

What payment sources does Perk Hero support?

Perk Hero accepts Visa, MasterCard, American Express, Apple Pay, Google Pay and Alipay.

How do I pay with Perk Hero?

There are three ways that you can pay with Perk Hero:

  1. Pre-Order items in your cart.
  2. Pay at a location or remotely by scanning a QR Code
  3. Pay at a location or remotely by scanning a paper copy of a bill.

Payment via Bill Scan

One way to pay with Perk Hero is by scanning a paper copy of your bill…

What is a QR Code?

A QR code, also known as a Quick Response Code is a 2-D (two dimensional) barcode. A QR code usually contains information pre-programmed by the originator. It could be a URL, text, image or general information. To reveal the information, the user will require a mobile phone software with the ability to scan and understand the code using the mobile phone’s camera

Payment via QR Code Scan

Another way to pay using Perk Hero is to scan a QR code presented by a Perk Hero Merchant.

To pay using QR Code at a Store, follow these simples steps:

  • Look for the Perk Hero QR acceptance mark/code or ask the cashier for the code
  • Scan the merchant’s QR code with the Perk Hero App
  • Confirm the Perk Hero App displays the exact amount you need to pay the merchant.
  • Authenticate the transaction
  • Get the transaction confirmation instantly through the Perk Hero App.
Where can I use Perk Hero QR Code payments?

In stores and merchants that accept Perk Hero as a payment.

How long does it take for my refund to be processed?

Please allow 5 – 10 business days for any payment adjustments or refunds to be reflected on your statement. Refunds can appear on your statement in one of two ways:

  1. As a credit a few days after your purchase date; or
  2. The transaction might entirely disappear from your credit card statement and will be applied as an adjustment to the original charge, to your account.

If the refund does not appear on your statement after 10 business days, please contact us and we’d be happy to look into this for you!

How do web payments work?

Customers can pay their bill at Perk Hero merchants without downloading the Perk Hero app or creating an account.

How do I pay?
  1. Scan the merchant QR code with a QR scanner on your mobile device. If you are not sure how to do that, you can go to pay.perkhero.com to use the built in QR scanner. If you are not sure where the merchant QR code is, ask one of the staff to help you. The QR codes are usually located by the pay terminal.
  2. Once you scan the QR code you will be asked to confirm your payment amount set by the merchant or enter a payment amount yourself.
  3. After you confirm or set the payment amount, you can review your payment details. From here you can:
    • Set a tip amount (if applicable)
    • Select a payment method such as your Credit Card. Apple Pay & Google pay are also available depending on your phone and whether you have a wallet set up on your phone.
    • Set an email to send your receipt to. (Optional)
  4. Tap the Pay button at the bottom of the page to complete your payment and you are done.
Why should I pay by QR?

Paying by QR is a convenient, safe way to pay. No hardware or cards are exchanged to complete a payment. You can pay at the distance you are comfortable with.

What payment methods do you support?

Perk Hero accepts all major Canadian or US debit and credit cards. Apple Pay and Google Pay are also supported depending on your phone and whether your wallet has been set up correctly.

Do I need an account?

No you don’t! Just scan, pay and go. If you wish to collect cashback rewards when you make a payment next time, you will need to download the app, sign up and pay using the app next time.

Is my credit card information stored anywhere?

No. We never store you credit card information anywhere from the web or in the app. Perk Hero uses Stripe to process payments and your payment information is encrypted, so we never see it. Only the last 4 digits are visible to you and the merchant for record keeping. Read more about Stripe’s security here.

What are the coins and XP on the confirmation page for?

Coins are rewards given in the Perk Hero App that can be redeemed at Perk Hero merchants for cash rewards. XP stands for Experience Points. The more you spend, the more XP you earn and the higher your Level & Earn Power gets. You can earn more rewards for every payment!

Can I transfer the coins and XP earned from a web payment to my account in the app?

No, not at this time. You can only earn rewards and XP when you pay or order in the Perk Hero app. Download the Perk Hero app today to start earning rewards! It’s free, super easy & quick!

What is the difference between paying on the web and paying in the Perk Hero app?

Paying via a web browser is fast and convenient. You don’t need to download an app or create an account. Scan, pay and be on your way.

Paying in the Perk Hero app offers the same convenience plus more benefits:

  • Earn instant rewards. You will be rewarded Perk Hero Coins for every payment you make. These can be redeemed anytime at any Perk Hero merchant for instant cash back.
  • Earn Experience points (XP) and level up. For every payment, you will also earn XP which leads to higher levels and in turn more rewards every time you pay. Read more on Experience Points here.
  • Save your payment method. No need to enter your credit card every time you pay or choose your payment method. Your payment choices are saved in the app.
  • Order something. Hungry, thirsty or want to shop around for interesting products? You can shop and order directly from local Perk Hero merchants in the app.
  • Discover Something New. Perk Hero adds new merchants and places to shop regularly so find something new.
  • Features added regularly and more! New features and experiences are added regularly to the app to provide the best experience when you shop or pay at a merchant.

Download the Perk Hero app today!

How do I place a Perk Hero Pickup order?

To place an order, please follow the steps below:

  1. Find the merchant: Tap the merchant’s name and tap the “Order” tab on the tab-bar under the merchant photo. If the merchant offers Pickup service, you will see the “Pickup” tab or label below the tab-bar.
  2. Create your order:Select the items you’d like to order and add them to your cart by tapping “Add to Order.”
  3. View your Cart: Tap the “VIEW CART” orange banner at the bottom of your screen to view your cart. At any time you can tap “ADD MORE ITEMS” to return to the menu/product list and add more items.
  4. Checkout: Once you have everything you’d like to order in your cart, tap “Order Now” to checkout and pay. We’ll send an order notification to the merchant. Once the merchant receives the notification, they will accept your order and give you an estimated time on how long it will take to prepare. You will receive a notification when a merchant receives your order and a notification when your order is ready.

*Note: If the merchant is busy, they may say that the order will take longer than normal.

Where do I go to pickup my order?

Typically, you’ll be able to spot the Perk Hero pickup area by looking for a Perk Hero sign at the merchant location. If there is ever a case where it is unclear on where to pick up your order, please ask the staff working at the merchant and they should be able to help you.

How do I know which places offer Pickup?

On any merchant, look for the Perk Hero Orders symbol throughout the app.

Why did my order time-out?

Sometimes a merchant may be really busy or taking a large influx of orders and may miss the notifications we send to them. If you feel your order is taking too long to be accepted, please contact the merchant directly and let them know you placed an order through Perk Hero. Our system allows the merchant 10 minutes to accept your order. If this is a reoccurring problem at a particular merchant, please let us know at our Contact page.

How do I receive an order receipt?

You will automatically be emailed a receipt of your order. Also, on the Perk Hero app, you can tap the “History” tab > tap “Payments” to see a history of your orders and payments.

My order was made incorrectly

We’re sorry that your order was not prepared correctly! Please let us know what was wrong with the order and we’ll be happy to help (photo of order required).

What is Perk Hero’s cancellation policy?

Perk Hero orders are prepared immediately after being accepted. For this reason, restaurant orders often cannot be canceled, as the restaurant has been notified and has started preparing the food.

In the event of an emergency, to cancel an order, please contact the restaurant directly and immediately inform them that you no longer want the order. After you’ve contacted the restaurant and they have agreed to not make your food, please let us know.

For merchant types other than restaurants, cancellation may be possible depending on the type of merchant.

How does Delivery work in Perk Hero?

Perk Hero offers Same-Day Delivery which allows Perk Hero users to order items to be delivered within the same day at select locations. Delivery is solely managed by the merchant which means the merchant sets fees and handles transportation for their deliveries. Fees set by the merchant help them pay for drivers, cyclists or other modes of transportation to deliver your order. 100% of any Delivery Fees set by the merchant are given to the merchant.

How do I place a Delivery Perk Hero order?

To place an order, please follow the steps below:

  1. Find the merchant: Tap the merchant’s name and tap the “Order” tab on the tab-bar under the merchant photo. If the merchant offers delivery service, you will see the “Delivery” tab or label below the tab-bar.
  2. Create your order:Select the items you’d like to order and add them to your cart by tapping “Add to Order.”
  3. View your Cart: Tap the “VIEW CART” orange banner at the bottom of your screen to view your cart. At any time you can tap “ADD MORE ITEMS” to return to the menu/product list and add more items.
  4. Checkout: Once you have everything you’d like to order in your cart, tap “Order Now” to checkout and pay. We’ll send an order notification to the merchant. Once the merchant receives the notification, they will accept your order and give you an estimated time on how long it will take to prepare. You will receive a notification when a merchant receives your order and a notification when your order is ready.

*If the merchant is busy, they may you a longer time estimation than what is posted on their profile page.

Why did my order time-out?

Sometimes a merchant may be really busy or taking a large influx of orders and may miss the notifications we send to them. If you feel your order is taking too long to be accepted, please contact the merchant directly and let them know you placed an order through Perk Hero. Our system allows the merchant 10 minutes to accept your order. If this is a reoccurring problem at a particular merchant, please let us know at our Contact page.

How do I know which places offer Delivery?

On any merchant, look for the Perk Hero Delivery symbol throughout the app.

How do I receive an order receipt?

You will automatically be emailed a receipt of your order. Also, on the Perk Hero app, you can tap the “History” tab > tap “Payments” to see a history of your orders and payments.

My order was made incorrectly

We’re sorry that your order was not prepared correctly! Please let us know what was wrong with the order and we’ll be happy to help (photo of order required).

What is Perk Hero’s cancellation policy?

Perk Hero orders are prepared immediately after being accepted. For this reason, restaurant orders often cannot be canceled, as the restaurant has been notified and has started preparing the food.

In the event of an emergency, to cancel an order, please contact the restaurant directly and immediately inform them that you no longer want the order. After you’ve contacted the restaurant and they have agreed to not make your food, please let us know.

For merchant types other than restaurants, cancellation may be possible depending on the type of merchant.

How does “Order from Table” work in Perk Hero?

At selected locations, you can order from your on-site location and have it brought to you directly.

How do I place an Order at my table or at my location?

At locations that offer “Order from Table”, to place an order, please follow the steps below:

  • Scan a QR code

    The most common method to order from your location is to scan a QR code at your table or QR code on site. These QR codes should be distinctly marked with Perk Hero branding, on-site branding or a combination of both. After scanning a QR code follow these steps:

    1. Select your itemsOnce you scan the QR code you will either be taken directly to the Merchant profile or prompted to make a choice. If prompted, choose “ORDER HERE”.Tap on any item to view more information and add it to your cart.
    2. Checkout & Authorize PaymentWhen you are finished adding items to your order, tap “VIEW CART” to review your order.Review and confirm all your payment options. Tap “ORDER NOW” when you are ready to pay.
    3. Order confirmationYour order will be sent to the merchant to confirm. Once a merchant accepts & confirms your order, your card will be charged for the order amountNOTE: Confirming your order may take some time depending on how busy the merchant is. If your order times out, please place your order again and let the staff know you are ordering with Perk Hero.
    4. Enjoy your order!Once the merchant has accepted your order, your order will be brought directly to you. If you have any issues with receiving your order, please notify the staff.
  • Enter a Table Number or Code

    Alternately, you can enter a table or destination code at time of checkout.

    1. Select your location firstTap the search button on your tab bar in the Perk Hero app to search for your location. If you have location services turned on, your location should be at the top of the list. If you can’t find your location, enter the location name in the Search bar. Once found, tap the location to go to the merchant profile page.
    2. Select Order TypeTap “ORDER” on the tab bar under the merchant photo. Tap “TABLE” if there or multiple order options.
    3. Select your itemsTap on any item to view more information about that item and/or add it to your cart.
    4. Find your codeLook for a table marker or destination marker and enter the code listed on that marker. In most cases, the table number or code will be under the QR code on that marker. You will need this when you checkout.
    5. Checkout & Authorize PaymentWhen you are finished adding items to your order, tap “VIEW CART” to review your order.Enter your table number or code in the input fieldReview and confirm all your payment options. Tap “ORDER NOW” when you are ready to pay.
    6. Order confirmationYour order will be sent to the merchant to confirm. Once a merchant accepts & confirms your order, your card will be charged for the order amountNOTE: Confirming your order may take some time depending on how busy the merchant is. If your order times out, please place your order again and let the staff know you are ordering with Perk Hero.
    7. Enjoy your order!Once the merchant has accepted your order, your order will be brought directly to you. If you have any issues with receiving your order, please notify the staffNOTE: Some locations may only have a numbered code or a physical table number present in each destination you can order. If this is the case, enter the table number or code found at your location. If you are not sure what or where that is, please ask the staff on site to help you.
Why did my order time-out?

Sometimes a merchant may be really busy or taking a large influx of orders and may miss the notifications we send to them. If you feel your order is taking too long to be accepted, please contact the merchant directly and let them know you placed an order through Perk Hero. Our system allows the merchant 10 minutes to accept your order. If this is a reoccurring problem at a particular merchant, please let us know at our Contact page.

Can I place multiple orders at the same time?

Currently you can only place 1 order at a time. Our team is working hard on allowing multiple orders in the near future.

How do I know which places offer “Order from Table”?

On any merchant, look for the Order from Table/QR  symbol throughout the app.

How do I receive an order receipt?

You will automatically be emailed a receipt of your order. Also, on the Perk Hero app, you can tap the “History” tab > tap “Payments” to see a history of your orders and payments.

My order was made incorrectly

We’re sorry that your order was not prepared correctly! Please let us know what was wrong with the order and we’ll be happy to help (photo of order required).

What is Perk Hero’s cancellation policy?

Perk Hero orders are prepared immediately after being accepted. For this reason, restaurant orders often cannot be canceled, as the restaurant has been notified and has started preparing the food.

In the event of an emergency, to cancel an order, please contact the restaurant directly and immediately inform them that you no longer want the order. After you’ve contacted the restaurant and they have agreed to not make your food, please let us know.

For merchant types other than restaurants, cancellation may be possible depending on the type of merchant.

What are experience points (XP)?

An Experience Point or “XP” is a unit of measurement to measure your progress for completing activities and some quests.

What do I do with XP?

As you earn experience points (XP) you work towards increasing your Level. Your EARN POWER increases each time you move up a level. That means you get rewarded more coins every time you make a payment!

How do I earn XP?

You are rewarded 100 XP for every $1.00 spent. You can also earn XP for completing activities like adding your name to your profile or by completing certain quests. Quests that reward experience points can be offered anytime so check the app often!

What are levels?

Levels measure your experience level in the app. As you earn experience points (XP) you work towards increasing your level.

What are levels for?

There are many benefits increasing your level, starting with your EARN POWER. Your Earn Power is a multiplier for the amount of coins you earn when you make a payment or pre-order at a Perk Hero location. Your Earn Power can grow up to a  maximum of 2x depending on your level. That means you can get rewarded up to 2x the amount of coins every time you make a payment!

How can I level up?

You need to earn Experience Points (XP) in order to level up. You can earn XP by completing certain activities within the Perk Hero App, such as checking into locations, making orders, payments and completing Quests. There is a threshold of XP you have to earn before your level increases. The higher the level, the bigger that threshold gets.

What happens when I level up?

When you level up, your EARN POWER increases! This means you will earn more Perk Hero coins every time you order or pay at a Perk Hero location.

Is there a level cap?

No, there is no cap to levels, however there is a cap to your EARN POWER. Your Earn Power will continue to increase up to a 2x multiplier. Leveling up isn’t just about EARN POWER though. There are level up surprises in store for the future!

How do Lifetime Friend Referrals work?

When you share your code with friends, or anyone you know really, and they sign up to Perk Hero, you will be linked! Every time that person makes a payment you get coins! So the more friends you have making payments, the more coins you will get!

How many coins do I get?

You get a small amount of coins based on a small percentage of your friends transaction. Perk Hero may change this percentage in the future, likely for the better of course, but for now its variable. It may be small, but it can easily add up, so encourage your friends to join the Perk Hero community!

How do I refer friends?

Navigate to your referral page and share your code with anyone. Your friends can scan your QR code with their device camera. You can find your referral page in your user Settings, which you can access from the Profile tab. There is also a section on the Home page that takes you to your referral page as well.

My friend already has a Perk Hero account, can I connect to them?

At the moment, no. You can only connect to friends who are new users and sign up after you shared your code with them. However, we think all friends should connect to each other, so stayed tuned!

How do I become a Perk Hero merchant?

To become a merchant on Perk Hero, first you must download the app and sign up/sign in as a Perk Hero user. Then go to your Settings on your PROFILE screen in the app and look for “Become a Merchant“. Then follow the instructions in the app.

For more detailed information on becoming a merchant head on over to our Merchant Help Center for step by step instructions.

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