Frequently Asked Questions
Getting Started
What is different with the Lovely Rewards program?
Our Lovely Rewards program has had a fresh coat of syrup helping us reward our loyal customers more often and frequently. For every $1 spent at The Pancake Parlour, you’ll still receive 1 Pancake point. (previously known as Silver Dollars).
How do I join Lovely Rewards?
Download our app here and complete the prompts with your details to sign up.
What are Pancake Points?
Pancake Points are the currency (points) used to redeem your Lovely Rewards. Previously known as Silver Dollars.
How do I earn Pancake Points?
For every $1 spent at The Pancake Parlour, you earn 1 Pancake Point. Every time you dine in and make a purchase through the app, every dollar spent in that transaction will add Pancake Points to your account. Earning points when paying at counter is coming soon!
How do I know my Member ID?
Lovely Rewards uses your mobile number as your unique Member ID.
earning pancake points
How do I know how many Pancake Points I will earn?
You will earn 1 Pancake Point for every $1 spent at The Pancake Parlour restaurants.
Example: If you purchase an item for $9.45 it will be rounded down to the nearest whole dollar so you will receive 9 Pancake Points.
If a complimentary offer barcode is used on the transaction, Pancake Points will be awarded for all other items on the transaction except for the complimentary item. Pancake Points can still be earned where a total transactional discount is used, however only the amount spent will be attributed – not the full price of the item.
Are my Pancake Points immediately credited to my account?
Points are credited in real time when you order online via the app or QR code in-store.
What happens if my Pancake Points have not been added?
Please head to the missing points portal in the ‘More’ section of the app to log your missing points request and our team will help you.
How do I view my Pancake Points balance?
On our Lovely Rewards app, you will see your total balance on the home screen. Your points balance will also be visible on the emails we send you.
Can I earn Pancake Points for pick-up/takeaway items?
Customers can accrue Pancake Points for pick-up/takeaway items only if the purchase transaction is made through the app.
Can I earn Pancake Points when I order delivery?
Pancake Points cannot be accumulated in conjunction with any delivery service. We will be launching delivery via the app soon which will allow members to earn, pay with points and redeem vouchers!
Can I earn Pancake Points with online store purchases?
Pancake Points cannot be earned through online store purchases, however this is coming soon!
How do I pay for food with Pancake Points?
Using Pancake Points is as simple as accumulating Pancake Points. Once you have enough points, head to the Points Shop in the app and spend your points on whichever item you wish. A voucher will be loaded into your account for you to redeem in-store when visiting.
How many rewards can I claim at once?
You can claim multiple Rewards per transaction unless specified on the offer.
Will my Pancake Points ever expire?
Pancake Points expire 12 months from earning them.
redemptions
Which menu options can I redeem with my Pancake Points?
Our Lovely Rewards program allows you to claim the below rewards:
There is a product that I would like to be able to redeem with my Pancake Points that is not currently part of the rewards program. How can I get it added?
Customers can only use Pancake Points to redeem items that are currently included in the program.
general
How do I change locations on the app?
To order from a different location, simply head to the Order tab on the app, select your ordering type then the location you wish to order from.
How do I update my personal details?
If you need to make changes to your name, email address or phone number, head to More > My Profile to view your contact information and select the ‘edit’ button.
Do you get free Pancakes on your birthday?
Verified members are entitled to one (1) complimentary pancake choice from the Sweet Pancakes and Crepes menu (sweet vegan and gluten-free friendly options included).
Verified members must have spent $25 or more within 11 months prior to the start of their birthday month AND scanned their Lovely Rewards app/card to be eligible. See full terms & conditions for our birthday offers.
If a member hasn’t made a purchase in the 11-months prior to their birthday month, they will not receive the Birthday Treat.
My Birthday is coming up. How do I claim my complimentary treat?
Eligible members who have spent $25 within 11 months prior to the start of their birthday month at The Pancake Parlour will receive a voucher in their account on first day of their birthday month. The offer is valid until the final day of the member’s Birthday month and can be used at any time during the month (it does not have to be on the actual birthday).
I haven’t received my birthday treat?
Birthday treats are now automatically added to your wallet in the app — no more relying on emails landing in your inbox!
If you can’t see your birthday voucher, it’s likely due to one of two reasons:
(a) You haven’t made a purchase in the last 11 months, or
(b) Your date of birth is incorrect in your profile.
You can check and update your DOB in the My Profile section of the app. If it’s wrong and needs updating, please email us at lovelyrewards@pancakeparlour.com with proof of ID (e.g. driver’s license), and we’ll fix it up for you.
When do the new birthday conditions take effect?
As at 1 June, 2025 the new conditions to be eligible for a birthday treat take effect as outlined in our terms and conditions.
What are the new conditions for birthday treats?
New conditions for birthday treats are outlined in our terms and conditions [insert link]
How do I qualify for my visitation offers?
A visit is registered when you spend $1 or more in-restaurant. If you're simply redeeming a complimentary offer such as your Birthday Treat, or an item with your Pancake Points, and do not make any additional spend in the transaction, your visit will not qualify. A maximum of one visit per day can be recorded.
Do all members receive the same offers?
From time to time, you’ll receive personalised offers depending on what we think you will enjoy. For this reason, one member’s offer may be different to another.
Account Expiry
If a member hasn’t been active with our Lovely Rewards program after signing up, then account will automatically deactivate after un-actioned notice of this is sent via email and SMS. This will occur at 24 months since last transaction.
Tier Benefits
Our Lovely Rewards program has two tiers — Short Stacker and Regular Stacker — designed to make your visits even sweeter the more you stack up!
You’ll automatically start as a Short Stacker when you sign up, and once you’ve spent $150, you’ll level up to a Regular Stacker, unlocking even more delicious perks.
Click here for a quick view at what you get with each tier:
Both tiers include member-exclusive rewards like a Free Single Stack on sign-up, birthday treats, Pancake Points for every $1 spent, early access to promos, and more. Regular Stackers earn points faster and enjoy extra priority access to events and limited-time specials.
How to Log Missing Points
App: Simply click ‘more’ and head to ‘missed points’. From here a member can upload transaction history for review to then be re-applied if applicable.
Member Portal: Click ‘member login’ on the navigation button on our website’s homepage, click the three lines on the top left of member profile. Member can find ‘missed points’ here where they can follow prompts to submit relevant transaction.
Why have I dropped down a member tier?
To maintain your status as a Regular Stacker, you will need to have spent $150 in the last 12 months. You can track your spend via the Stacker Tracker on the home screen in the app. Your tracked spend commenced on May 26, 2025 when our tiered program launched. Any spend before this date will not be included.
I have feedback on your app, how do I report it?
We always welcome customer feedback to help us improve your loyalty experience. Click here to report any bugs or feature additions that you would like.
I’ve referred my friend but haven’t received my voucher
Thanks for sharing the love. Your friend will need to have successfully downloaded the app and signed in for your voucher to appear in your wallet. If this has occurred and your voucher still hasn’t been received, contact us here.
I’m not receiving my one-time password when trying to log into the app. What do I do?
There is likely a phone number mismatch on your account however reach out to us by clicking here and we’ll look into this for you.