Frequently Asked Questions


Questions About Starbucks Card

How do I report a lost or stolen Starbucks Card?

Please call customer care in Hong Kong at 2101-1399 or in Macau at 0800-933 or send an email to info@coffee-concepts.com to report a registered card as lost or stolen. Our opening hours are 9:00 a.m. - 6:00 p.m. Monday – Friday, excluding Saturdays, Sundays and public holidays

Where can I get a Starbucks Card?

Starbucks Cards are available in all Hong Kong and Macau Starbucks stores.

Where can I use my Starbucks Card?

Starbucks Cards are accepted at all Starbucks stores in Hong Kong and Macau.

Can I use my Starbucks Card when I travel internationally?

Starbucks Cards activated in any of the participating countries can be used to make purchases and be reloaded in any other participating country. Starbucks Cards must first be activated by loading money onto the card in the country of purchase before being used internationally. The participating countries are UK, USA, Canada, Australia, Hong Kong, Macau, Mexico, and the Republic of Ireland.

How do I register my Starbucks Card?

It's easy and only takes a few minutes to register your Starbucks Card through Starbucks® Hong Kong app or starbucks.com.hk. You'll need your card's 16-digit number and its CSC (Card Security Code), which is an 8-digit number that can be found under the scratch-off coating on the back of your card.

Why should I register my Starbucks Card at Starbucks.com.hk?

Registering your Starbucks Card at Starbucks.com.hk or Starbucks® Hong Kong app signs you up to enjoy Starbucks Rewards™ in Hong Kong and Macau. With a registered card, you can manage your card in a variety of ways online. You can also protect the balance of your card if it's lost or stolen.

How do I reload my Starbucks Card?

It's easy to reload your Starbucks Card, go to card.starbucks.com.hk and click on Reload Your Card. Alternatively, reload your card or activate auto-reload function on the Starbucks® Hong Kong app, or go to any Hong Kong, Macau or any participating Starbucks store worldwide. The participating countries are UK, USA, Canada, Australia, Hong Kong, Macau, Mexico, and the Republic of Ireland. To know more on auto-reload function, please go to "What is auto-reload?".

What is Auto-Reload? How do I set up or change Auto-Reload settings on my Starbucks Card?

Auto-reload allows you to set the amount that your registered Starbucks Card will be reloaded with your assigned credit card when its balance falls below an amount that you choose. Auto-reload can be set up for any Starbucks Card registered in a Starbucks account with Starbucks® Hong Kong app. Only one auto-reload transaction can be carried in one of the Starbucks Cards within a Starbucks account once per day.
You can set up or change your Auto-Reload settings in Starbucks® Hong Kong app by doing the following:

  1. Login into your Starbucks account with the Starbucks® Hong Kong app.
  2. Select Pay> Manage> Auto-reload

Why do I need to set up auto-reload for my Starbucks Card in Starbucks® Hong Kong app?

After setting the auto-reload function, you don’t have to worry about your card balance during or before purchase, and it saves lots of time!

I have more than one Starbucks Card, can I set up auto-reload to all my Starbucks Cards?

You can set up auto-reload function for all of your Starbucks Cards. For your protection, a daily transaction limit will be applied. Only one auto-reload transaction can be carried in one of the Starbucks Cards within a Starbucks account once per day.

Is there any daily auto-reload limit?

Each Starbucks account can only auto-reload your Starbucks Card once per day. Maximum auto-reload amount is HKD/ MOP $1,000.

My Starbucks Card has already set up auto-reload, can I reload it again in-store?

Yes, you can reload your Starbucks Card in our stores by cash or credit card.

Can I set auto-reload if I don’t have any credit cards?

Auto-reload can only be set up with credit card. You also can visit any of our stores to reload your Starbucks Card with cash.

Can I get a refund if I decide to cancel auto-reload transaction?

Once the dollar value is loaded, the auto-reload transaction cannot be reversed.

If I reload my card outside Hong Kong and Macau, can I use the money to purchase and get rewards in Hong Kong and Macau?

Starbucks Card can be used to make purchases and be reloaded in any other participating country. Starbucks Card must first be activated by loading money onto the card in the country of purchase before being used internationally. The participating countries are: UK, USA, Canada, Australia, Hong Kong, Macau, Mexico and the Republic of Ireland.

Earn your Stars or redeem your rewards only at participating Starbucks stores in Hong Kong and Macau.


Questions About Starbucks Rewards™

How does the Starbucks Rewards™ program work?

It’s as easy as registering a loaded Starbucks Card at Starbucks.com.hk and paying with your Card at a participating store to earn Stars. You present the registered Starbucks Card when making a Purchase at participating Starbucks stores, the total amount of the Purchase will be recorded in your Starbucks account.
For every HK/MOP$20 of purchases recorded in your Starbucks account, one complimentary "Star" will be recorded in that Starbucks account.

Welcome Level : Upon registering, we will automatically enter you into the Welcome Level of the Starbucks Rewards™ program, which means you will receive the following benefits:

  • One Buy-One-Get-One offer on tall or above-sized drink upon registration (reward is valid for 3 months after date of reward).
  • Free upgrade on tall or above-sized promotional drink during the first week of launch.

Green Level : Once you have visited and paid with your card and accumulated 25 Stars, you will move into our Green Level, where you may receive the following benefits:

  • One free tall drink for reaching Green Level for the first time (reward is valid for 3 months after date of reward).
  • Free upgrade on tall or above-sized promotional drink during the first week of launch.
  • One free tall drink or a slice of cake in your birthday month (reward is valid for 1 month after date of reward).
  • One free extra espresso shot on any espresso drink purchase.

Gold Level : After you earn 100 Stars in 12 months, you will qualify for the Gold Level. At this level you may earn the following benefits:

  • All Green Level benefits
  • One free tall drink for reaching Gold Level for the first time (reward is valid for 3 months after date of reward).
  • One Star Reward for every 25 Stars collected, redeemable for a tall drink or a selected food item (reward is valid for 3 months after date of reward).
  • Free upgrade on tall or above-sized promotional drink during the first week of launch.
  • One free tall drink or a slice of cake in your birthday month (reward is valid for 1 month after date of reward).
  • One free extra espresso shot on any espresso drink purchase.
  • A personalized Gold Card.
  • Exclusive offers just for you.

How do I redeem the offers?

Just tell our barista you’d like to redeem your reward and you may scan the barcode on your mobile device or simply present one of your registered Starbucks Cards.

I’m a Gold Level member. What can I redeem for the Star Reward?

Star Reward can be redeemed for a free tall drink or a selected food item. Selected food items include muffin, scone, danish, bread, toast, puff pastry, pie, quiche, cake and dessert. Food availability may vary between stores. Please ask your barista for more details.

Why is registration necessary in order to join the program?

When you register your Starbucks Card, you provide contact information so we can send you benefits like special and exclusive offers. Additionally, by registering your card, you receive balance protection in case your card is ever lost or stolen. Finally, with the registered card, you can manage your card online. Please note: a valid email address, mailing address, birth month and mobile number is required when registering your card.

What is a Star and how do I earn one?

You will earn Stars and receive in-store benefits simply by paying for a transaction at or over HK/MOP$20 with any Starbucks Card registered to your account at participating Starbucks stores in Hong Kong and Macau. You can track your Stars online or on your device by logging into your account.

How are Stars earned?

A Star will be awarded for every HK/MOP$20 you have spent with any of Starbucks stores in Hong Kong and Macau.

Can the Stars in my account be transferred to someone else?

Sorry, Stars collected in each account can only be used by that account holder, and cannot be transferred to another account.

Can I use multiple cards to earn Stars?

Yes. You can register multiple Starbucks cards to earn Stars for one single account.

Can I transfer a Starbucks Rewards™ membership to someone else?

Sorry, memberships are non-transferable and cannot be shared with family members, friends and others.

Is there a fee to join Starbucks Rewards™?

No, there is no membership fee at any level of the new program. All you have to do is register your reloaded Starbucks Card and you will be entered into the program.

Any time-limit in collecting Stars to reach the next level?

The Stars accumulated will be calculated annually on your membership expiry date (the date you qualified for the current level of membership) to determine the level of membership you are in. Stars accumulated will be calculated independently each year.

Do I have to bring my card to earn Stars?

At the moment, you will need to present the card at the time of purchase in order for us to log your Stars. If you have downloaded the mobile app onto your phone, and have signed in using the same email address in which you have registered, you can also make your payment through the app. For details, please go to card.starbucks.com.hk

How long does it take for customers to receive their Gold Level Welcome Kit after earning Gold Level status?

It takes on average 6-8 weeks once reaching Gold Level to receive your personalized Gold Card and Welcome Kit. All Gold Level benefits begin the moment you reach the Gold Level. You can begin earning Stars towards your Free Drinks by continuing to use any registered Starbucks Card.

Do I have to register my Gold Card again after I received it?

Your Gold Card has been pre-registered to your account and you may transfer funds from one of your cards or reload value to your Gold Card.

After I have registered my Gold Card, can I use my original Starbucks Card to earn Stars and redeem rewards?

Definitely! You can use the Starbucks Card registered to your account to earn Stars and redeem rewards. This means that once you hit the Gold level, although you’ll receive a really cool personalized card from us, you can keep using your currently registered Starbucks Card.

Is there expiration date on the amount stored in my Starbucks Card?

There is no expiration date on any of the amount stored, so you won’t have to worry about running out of time to use up the stored value in your Starbucks Card.

How are the Stars used?

The Stars are simply used to determine the level of membership. Please refer to the table below for information on membership level.

Number of Stars Membership Level
Once Registered Welcome
25 Green
100 Gold

Any minimum / maximum value per card?

The minimum amount required for the initial purchase / activate of the card and enrol in the Starbucks Rewards™ program is HK/MOP$50. The maximum amount that can be stored in each Starbucks Card is HK/MOP$4,000.

What if I lose my Starbucks Card?

If your card is registered, your membership in Starbucks Rewards™ and any remaining card balance will be protected at the time you notify us of its loss. We’ll freeze your remaining balance at the time you report your card as lost or stolen, transfer it to one of your registered cards in your account or a new Starbucks Card and mail you the replacement – without hassles or fees. You may contact us through our Customer Care Hotline: Hong Kong: (852)2101-1399 or Macau: 0800-933 or send email to info@coffee-concepts.com.

How does Starbucks protect my privacy after I register my Starbucks Card?

Please read our Privacy Policy for details.

Will my data provided be given to other companies?

The information you provide will only be used for us to stay in touch with you.

How soon will I be able to see the Stars I’ve earned after using my registered Starbucks Card?

Stars earned from using your registered Starbucks Card will be available on your account within 24 hours.

What if my Star balance doesn’t look right? Who do I contact?

We want to make sure the balance on your account reflects your purchases accurately. If the total number of Stars doesn’t appear to be correct, please contact our Customer Care Hotline: Hong Kong: (852)2101-1399 or Macau: 0800-933

What do I have to do in order to maintain Green Level status?

Once you reach the Green Level, you will need to earn 25 Stars per year to maintain your Green Level status. If you do not earn 25 Stars, you will revert back to the Welcome Level and your Star count will drop to zero. As soon as you earn 25 Stars again you’ll move from Welcome right back to Green.

How do I maintain Gold Level status?

Once you qualify for Gold Level, you will be at that Level for a full year from that date. Simply earn 100 additional Stars before your membership expiry date (the date you earned Gold) and you will continue to enjoy all of the Gold Level benefits for another year.

Are all Starbucks Card eligible for Starbucks Rewards™ benefits?

All registered Starbucks Cards are eligible. Cards purchased or registered outside of Hong Kong or Macau will not earn Stars or Starbucks Rewards™ benefits.

Can the card be refunded?

Any amount/value stored in your card cannot be refunded.

How do I check remaining value?

You can log into your account via card.starbucks.com.hk. You can also top-up your card through our website. Alternatively, you can also download our mobile app and through it you will also be able to see the remaining values on your card.

Can I view my transaction history?

You can view your transaction history through our website card.starbucks.com.hk or download our mobile app and access it in your Account Transaction History.

Where is my receipt if one wasn’t printed for my transaction?

You can check the transaction records of your registered Starbucks Cards in the Starbucks® Hong Kong app (Account Transaction History) or website (My Profile). The detail is the same as the printed receipt.

To support environmental protection, all Starbucks Rewards™ accounts will be defaulted to receive electronic receipts. You can switch on "Printed Receipt" in the Starbucks® Hong Kong app or "My Profile" on website if necessary.

After I have chosen to print physical receipt, can I check transaction history in Starbucks app?

Yes, you can check all transaction records of your registered Starbucks Card in Account Transaction History in Starbucks® Hong Kong app.

Can I view my list of rewards?

You can view your transactions history through our website card.starbucks.com.hk or download our mobile app and through it you will also be able to view your list of rewards.

How can I transfer funds between cards in same account?

You can transfer funds through our website card.starbucks.com.hk or download our mobile app and through it you will also be able to transfer funds within the same account.

Can I transfer to or from a non-registered card?

Sorry, you can transfer funds to or from a registered card with the same account only.

Can I transfer my earned rewards to my friends?

Once you become a Gold Level member, you can transfer your earned rewards to your friend who is a member of Starbucks Rewards™ through our website Starbucks.com.hk/card or download our mobile app.

Once your reward is transferred, you and your friend will receive a notification through the registered email and mobile app inbox message. The reward will be shown in "My Rewards" section of your friend's Starbucks account.

Why can’t I update the Starbucks® Hong Kong app to the latest version on my iPhone?

If you are an existing user of the Starbucks® Hong Kong app (iOS version) and you cannot update the app to the latest version automatically, simply uninstall the existing app and download the latest version from the App Store to discover the new features.


Questions about Mobile Order & Pay

What is Mobile Order & Pay?

No time? No line. The Starbucks® Hong Kong mobile app for iPhone® or Android™ allows customers to place an order and pay ahead before they reach the store. Mobile Order and Pay means you can walk in and without waiting in line, ask a barista for your freshly made order at the pickup area. The mobile ordering experience is seamlessly integrated into Starbucks® Hong Kong mobile app and Starbucks Rewards™ loyalty program.

Where is Mobile Order & Pay available?

Mobile Order & Pay is available to use at the majority of stores in Hong Kong and Macau. Mobile Order & Pay is not currently available at the following locations: Hong Kong Baptist University, HKUST, Hong Kong University Student Union, Hong Kong University Library, Eastern Hospital, Pacific Place Level 1, Asia World-Expo, Wynn Macau and Hotel Wynn Palace (Back of House).

How do I get Mobile Order & Pay on my phone?

Gaining access to Mobile Order & Pay is easy, with only a few simple steps needed:

  1. Download the latest Starbucks® Hong Kong app for iPhone® and Android™. If you are an existing user of the app, check the App Store or Play Store to ensure the app has been updated to the latest version.
  2. Ensure location services are turned on to allow the app to display the eligible stores.
  3. Register to become a Starbucks Rewards™ member if you aren’t already, or log into your account. Customers first need to register as a Starbucks Rewards™ member to use of Mobile Order & Pay.
  4. Click on the "Order" option from the drawer menu on the top left of the screen and you are ready to use Mobile Order & Pay.

Why can’t I update the Starbucks® Hong Kong app to the latest version on my iPhone?

If you are an existing user of the Starbucks® Hong Kong app (iOS version) and you cannot update the app to the latest version automatically, simply uninstall the existing app and download the latest version from the App Store to discover the new features.

How do I register for a Starbucks Rewards™ account if I’m not already a member?

Registering for Starbucks Rewards™ is easy. You can join in the app by registering a Starbucks Card or eGift. You use the registered Starbucks Card when making a purchase at Starbucks stores or placing a Mobile Order & Pay order, the total amount of purchase will be recorded in your Starbucks account for collecting Stars and earn rewards.

Ordering & Pickup

How do I place an order?

To use Mobile Order & Pay, customers follow five easy steps:

  1. Click on the "Order" option from the drawer menu on the top left of the screen
  2. Select the food and beverage items to order: Just as in our stores, beverages are customizable, including numerous options to modify size, number of espresso shots, dairy selections and more.
  3. Select the store for pick up: Approximate wait times will be viewable on the customer’s phone prior to selecting store location. Menu items will also be updated based on availability after the store is selected. Directions will also be available, if needed.
  4. Confirm by clicking "Order" : At the time of order, payment is made from the customer’s default registered Starbucks Card.
  5. Proceed to the selected Starbucks® store to pick up your food and beverages: Orders are immediately sent to the selected store where baristas will begin preparing the items. When baristas have finished your order, you will receive a push notification provided by Starbucks ® Hong Kong app.

How do I pick up my order?

When our store partners have finished your order, you will receive a push notification provided by Starbucks® Hong Kong app. You can also go to the store where you placed your order within the estimated pick-up time and head to where you'd normally pick up your beverages and food.

As usual, tell the barista your name and present your order details to enjoy your food or drink.

How do I choose which store to place my order at?

When you use Mobile Order & Pay for the first time, the app will default to the closest participating Starbucks® store to your current location. The app will also display the current menu availability and estimated pick-up time for your order from that store. You can change stores by tapping the map or using the "Search" function. Once your order is submitted, you cannot change the pick up store. After you’ve made your first Mobile Order & Pay order, the app will default to the store where you made your most recent Mobile Order & Pay purchase.

Menu

What can I purchase on Mobile Order & Pay?

Almost all of your favorite Starbucks beverages and food are available through Mobile Order & Pay. The Order section of the app has a menu which lists all available offerings at the participating store. With a few taps on your phone, you can customize your favorite beverages and choose to have food items served warm, just as you can with in store orders.

Are any in-store items not available on the Mobile Order & Pay menu?

While almost all of your favorite Starbucks beverages and food are available through Mobile Order & Pay, at this stage we are not currently offering merchandise, Starbucks Reserve™ coffee or whole beans for Mobile Order & Pay orders.

Why do some items display as "Temporarily out of stock" in the app even though they may still be available in the store?

If an item is almost sold out at the store, "Temporarily out of stock" will be displayed in the app to ensure the last few are available for in-store orders.

Is there a maximum number of items that can be ordered through Mobile Order & Pay?

You can order a maximum of 15 items.

How close to store closing time can I place a Mobile Order & Pay order?

You can place a Mobile Order up to 30 minutes before the store closes.

Can I place an order before a store is open?

At this time, Mobile Orders can only be made once the store is open.

How long will my order take through Mobile Order & Pay?

When you place your order, you will be given an estimated pick up time. Times will vary according to the store and time of day. You will also receive a push notification when your order is ready at store.

Why didn’t I receive push notification for my Mobile Order?

Please ensure Notifications are allowed under Settings in the Starbucks® Hong Kong app and your mobile device in order to receive push notification when your Mobile Order is ready for pick up at store.

Can I change the wait time of my order after I’ve placed it?

After placing an order through Mobile Order & Pay, it is immediately sent to the selected store and our baristas will begin preparing the order. Once the app displays the approximate wait time, you cannot change the wait time of the order.

What is the average wait-time for a Mobile Order & Pay order?

Wait times vary depending on a variety of factors, such as peak hours.

I am an existing Starbucks® Hong Kong app user. How do I access the Order feature?

Make sure you have installed the most recent update for the app. Check the App Store or Google Play to see if there is an available update. In some cases, users may need to delete the old version of the app and reinstall the latest version.

Can I order the drink to arrive at a time of my choosing?

At this time, there isn’t an option to specify order pick-up time. After placing an order through Mobile Order & Pay, it is immediately sent to the selected store and our baristas will begin preparing the order. The mobile ordering feature will provide you with an approximate wait time, you can go to the selected store within the approximate wait time.

Payment & Rewards

Can I place an order without paying over the app?

In order to process the order, payment must first be completed via a registered Starbucks Card through the mobile app.

Can I place a Hong Kong order with a Starbucks Card with Macau currency?

You can use Starbucks Card with Hong Kong or Macau currency to place the order in any Hong Kong and Macau stores.

How does the payment system work?

Payment is managed through registered Starbucks Cards. The feature is built into Starbucks® Hong Kong app and integrated into our Starbucks Rewards™ loyalty program so customers can easily earn Stars for purchases made through Mobile Order and Pay. Cards can also be reloaded in the app as necessary, or you can simply choose auto-reload function by using saved payment card information.

Is there an additional charge for using Mobile Order & Pay?

No—You can enjoy the same pricing that you would if you made the order in store.

Will I earn Stars for purchases made through Mobile Order & Pay?

Absolutely. Each order you place with Mobile Order & Pay will collect Stars. You can track your Star balance and view your account information in the Starbucks ® Hong Kong app for iPhone® and Android™ and online at http://www.starbucks.com.hk.

I have a Reward on my account – can I apply it to my order with Mobile Order & Pay?

You can redeem core membership rewards in Mobile Orders. Check out your core membership rewards in "Reward" session. Rewards may be specific to menu items and product customizations.

To know more about core membership rewards, please visit "How does the Starbucks Rewards™ program work?". Rewards not listed in the link above can be only redeemed in store and cannot be redeemed in Mobile Order & Pay.

Can I redeem multiple rewards in Mobile Order & Pay?

Yes, you can redeem more than one core membership reward in Mobile Order & Pay, but rewards may be specific to menu items and product customizations.

I have my own tumbler – Can I use it for my Mobile Order & Pay order and enjoy the $4 discount?

All Mobile Order & Pay orders will be served in to-go serve wares and no discount will be offered.

Can I get a refund if I decide to cancel my Mobile Order & Pay order?

Once a Mobile Order has been placed, it cannot be cancelled or modified. If you aren’t satisfied with the quality of your order, let us know and we’ll make it right. Our barista promise is that you’ll love your beverage.

Personal Data

Why does the Starbucks® Hong Kong app request my location?

Location information is used by the app to ensure you can see accurate store and menu information, and use Mobile Order & Pay. To learn more visit our Privacy Policy.

When using Mobile Order & Pay, how does Starbucks use my personal data?

The app will remember your most recent orders. You can decide whether you would like to receive promotional messages via email or push notifications. We do not share personal data. For further details refer to our Privacy Policy.

How secure is the information on the app?

Our customers’ security is our utmost priority and we take all security concerns seriously. The company has safeguards in place to constantly monitor for fraudulent activity and we work closely with financial institutions to make sure our customers are protected.

How can I get my Wi-Fi access code that I would typically get on a printed receipt if I place a Mobile Order & Pay order?

You can find the Wi-Fi access code on the eReceipt of Mobile Order & Pay, which can be found under Order History of Order section of the app.

Do I need to be connected to Wi-Fi to use Mobile Order & Pay?

Yes – you need to be connected to the network to use Mobile Order & Pay.