FrenzCard^TM FAQ

1. I am trying to LOGIN but the error message "The credentials you provided are not registered to the system" appears on the page

   This means one of the following has occurred:

   1. An incorrect Card Number has been used. Please reenter your card number exactly as it appears on the FrenzCard^TM. If you received a Pin Code Email with the some digits of your card number masked with an asterix ("*") do not type in the "*" always type in the actual digits shown on your FrenzCard^TM.
   2. An incorrect Pin Code has been entered.Please see FAQ 4 below.

   If this does not resolve the issue please see FAQ 16 below.

2. I have clicked the "Register Here" link but when I complete the Registration/Profile Page the error message "Invalid Card Number. Please check you have entered it correctly." appears on the page

   Assuming you have entered the correct card number (all numbers no asterix (*)) this means that the card has already been registered on the system. This happens when a manual Registration Form has been completed when you received your FrenzCard^TM and a Pin Code has been assigned by the system to the card. You should have received a Registration Confirmation Email containing the assigned Pin Code within 48 hours of the manual registration.

   If you know the assigned Pin Code you can LOGIN by entering your Card Number and Pin Code on the www.frenzcard.co.nz homepage.

   If you do not know your Pin Code or did not receive the Registration Confirmation Email please see FAQ 5 below.

3. I have clicked the "Register Here" link but when I complete the Registration/Profile Page the error message "The card number supplied is not a valid FrenzCard number. Please try again." appears on the page

   Please reenter the card number exactly as shown on your FrenzCard^TM. Please do not use any asterix (*) instead of digits.

   If this does not work please see FAQ 16 below.

4. I am trying to LOGIN but have forgotten my Pin Code?

   Please type in your Card Number and click on the "Forgot Your Pin Code?" link. The system will require the answer to your Security Question.

   If you answer the Security Question correctly the system will generate an email containing your pin code within 24 hours to your registered email address. If you do not receive the email within 24 hours see FAQ 5 below.

   If you can not answer the Security Question please refer to FAQ 16 below.

5. I did not receive a "Registration Confirmation Email" or "Pin Code Email

   This could mean it has gone to your Junk Email Folder. Please check your Junk Email Folder. If the email is not there this probably means the registered email address is incorrect in which case, please see FAQ 16 below.

6. What happens if my FrenzCard^TM is lost or stolen?

   Immediately notify info@frenzcard.co.nz and/or report the lost or stolen card to a Participating Retailer. The card will be disabled and a new FrenzCard^TM can be obtained from any Participating Retailer. Complete a Replacement Card Form and either email the Form to info@frenzcard.co.nz or deliver the Form to a Participating Retailer. If the Form is completed correctly, verified and processed your Reward Points balance from the lost/stolen card will be transferred to your new card, provided the replacement card fee has been paid. This will not happen until the facts are verified to the satisfaction of the Manager.

7. How do I get a FrenzCard^TM?

   You can get a FrenzCard^TM from any Participating Retailer, found on the navigation pane to the left.

8. Can I order a FrenzCard^TM online?

   Not at present but we are working to change this in the future when we upgrade this website. Watch this space! In the meantime please pick up a Card at any participating Shop, Bar, Restaurant and many other retailers.

9. Do my Reward Points expire?

   Yes they do. Unredeemed Rewards Points expire currently after 12 months but this will shortly be reduced to 6 months. Start redeeming!!

10. I didn't have my card at time of purchase or there was a problem with my card, can I still get my Reward Points?

    The system cannot credit or redeem Reward Points retrospectively. Please present your card at the time of payment and always inform the staff at the Participating Retailer that you are a FrenzCard^TM member.

11. I have a query in relation to my Reward Points balance?

    Please email info@frenzcard.co.nz and they will be happy to follow this up with you.

12. How do I earn Reward Points?

    You can earn Reward Points when making a purchase at any Participating Retailer subject to the "Terms of Use" please see link on the navigation pane to the left.

13. What is the minimum I can redeem with my FrenzCard^TM?

    There is no minimum redemption level but redemptions are currently only permissible for the full retail dollar ($) amount of any transaction. No partial redemptions allowed. Reward Points can be redeemed at any active Participating Retailer in New Zealand.

14. Can I redeem straight away?

    You can only redeem Reward Points when you have enough points for a full purchase and once you are a registered cardholder.

15. Where do I find your Privacy Policy?

    A copy of the Privacy Policy can be found on this website by clicking on Privacy Policy on the navigation pane on the left hand side or clicking here.

16. The above answers did not resolve my issue?

    Please send as many details as possible (card number, personal information, dates, amounts etc.) in relation to your query to info@frenzcard.co.nz and we will revert to you with further assistance as soon as possible.