CUPS FAQ


How does CUPS work?

How do I get started with CUPS?

You have two options - purchasing a CUPS plan, where you buy a set amount of coffee in advance at a bulk discount or pay a flat monthly fee for unlimited coffee, or Pay As You Go, where you get 15% off the menu price (after taxes) on individual coffee purchases. In either case, you can also use the app to buy food or tip baristas.


How do I pay for CUPS?

To use Pay As You Go, once you have added a card to your account, you will be able to see the prices of all menu items at our locations, and can purchase them as you see fit. We accept all major credit cards, plus Android Pay and Apple Pay.

To purchase a CUPS plan, go into the app’s menu on the top left of your screen and click on “CUPS Plans” to get to the purchase page. Voilà! You can now see what’s included in each plan, and choose the perfect plan for you!


Can I try CUPS without buying it first?

Of course! Just sign in with Facebook, Google or your email and we’ll give you a $5 credit that is valid at any of our locations, any time in the next week. You do need to enter your credit card info to use the app, but you won’t be charged unless you buy something that exceeds the credit on your account, or decide to leave a tip (the $5 credit is good for anything you can purchase through the app, except tips).


Okay! I’m ready to use my $5 credit! How and where do I use it?

Great! We’re excited! Just find the perfect coffee shop for you on the CUPS map - any CUPS location. Go to the coffee shop and pull up their page on CUPS app. Select the drink you want, drink size, and whether or not you want soy/almond milk (special milk), and add a snack from the EATS menu if you’re hungry. Click “Checkout,” select your tip, and show your phone to the barista. That’s it!

You only have a week to use it, so make sure you don’t let it slip!


Do I need an internet connection to use CUPS?

Yes. The app will not work unless you have either a WiFi or Cellular connection. Most of our shops have free WiFi for customers, so if you’re having problems connecting to your cell service, you can always ask to connect to their network.


If I buy prepaid individual CUPS, how long do they last?

The 5- and 15-cup plans all expire 6 months from the date of purchase.


I received a CUPS credit. How long is it valid for, and what can it be used for?

The expiration varies depending on a number of factors, but you can always check on the expiration of any credit on your account by looking in the app’s menu at the top left of your screen, or on your Account page.

CUPS credits are valid for any purchases, including CUPS Plans, beverages, and foods, except for tipping (we can’t put credit towards tips for legal reasons). Your credit is put towards your transaction at the time of purchase, and cannot be retroactively applied to the monthly charge on your credit card.


What is CUPS Scout?

We’re so glad you asked! CUPS Scout is your concierge coffee service that can provide answers to all your coffee-related needs. We are available during business hours for you to message us about, well, anything! Go ahead, try it out! Ask us any question you want.


All about MY CUPS account and CUPS plans

What’s included in my CUPS plan?

All plans include soy/almond milk as an option.

Our “Basics” plan includes the following:

The “All Drinks” plans includes all “Basics” drinks, plus:

Both “Basics” and “All Drinks” are available three ways: you can buy 5 or 15 cups at a time, or pay a flat monthly fee for unlimited coffee.


What’s NOT included in my CUPS plan?

At this time, extra shots (outside of the double size of espresso) and fancy syrups are not included. Some seasonal and fancier versions of drinks may not be included, but if you see an item that has not been updated in the CUPS menu please contact us.

We are working hard to allow you to get all variations of everything!


Are the Unlimited plans truly unlimited? I can get whatever I want, as much as I want?

You can get any drink for yourself at any CUPS location, but there is a 30 minute time limit between drinks. It’s also subject to “fair and reasonable usage," which CUPS defines as "drinking more than double the average Unlimited user." If that sounds scary, don't worry - the average Unlimited user is a caffeine addict who drinks quite a lot of coffee.

If you often purchase coffee for your friends, you can do so with a non-Unlimited plan, or Pay As You Go.


Can I see my past CUPS history somewhere?

Yes! You can see all your CUPS caffeine consumption under “History”, from the app’s menu in the top left of the screen.


How do I see information about my plan, expiration, or spending?

Go to the app’s menu in the top-left corner of your screen and click “View Your Account.” There, you’ll see your plan’s details, including the expiration date. If you bought a 5 or a 15 CUPS plan or have a credit on your account, you will see your remaining balance on this page. If you have an Unlimited account, it will say “Unlimited.”

On the History page (also accessible from the app’s menu), you’ll find all of your previous transactions, and in the case of Pay As You Go users, you’ll see the amount that you’ve spent this billing period.


Will my account renew automatically? Or what happens when it expires?

It’s up to you! Upon purchasing, you can choose to have auto-renewal enabled or disabled. You can always go back and change it later in “View Account” using the “Refill automatically” option. If you choose to have this option enabled, we’ll just bill you and renew your plan for you when your current CUPS plan runs out; same plan, same price.


Do I need to buy a CUPS plan to use CUPS?

Nope! Our Pay As You Go option allows you to just add a card to your account and charge individual coffee shop purchases through the app as you see fit - no need to commit to anything.


Are the prices for CUPS plans the same as Pay As You Go?

They aren’t. Pay As You Go offers a 15% discount off of each beverage’s menu price (after taxes) at a particular coffee shop, but CUPS plans give you a flat rate, with discounts that increase with bulk.

Pro tip: CUPS plans will pretty much always save you more money.


I just tried to use CUPS Pay As You Go and the price was higher than the price on the menu. What’s up with that?

The prices listed in the app are 15% off of the menu price in the coffee shop, with tax included. If the price is slightly higher than the one on the menu, the shop you’re in most likely doesn’t include taxes in their prices.

However, this app is run by humans who occasionally make mistakes when doing data entry. If you see a price that seems off, don’t hesitate to reach out to our customer support team, who will be happy to investigate further.


If I’m on a Basics plan, can I still buy specialty drinks?

Yes you can! If you have a Basics plan, the drinks that aren’t on your plan will still show up on each shop’s menu, and if you choose one of them, you’ll be charged a dollar amount to your card instead of a cup from your plan.

You can tell which menu items will count under your plan, because they will show up as costing $0.00.


What if I have auto-renew on and you change your pricing?

if anything changes, we’ll let you know and will NEVER charge you for something you didn’t sign up for. We’ll also disable the auto-renew for you so even if you’ve missed our message, you won’t be charged without your consent.


How do I change the credit card on my account?

Click on the app’s menu on the top left of your screen and click to view your account. On this page you can remove your old credit card in order to add a new one.


Can I tip using CUPS, and how does tipping work?

On the same screen where you select the size and type of coffee you would like, you can select a tip using the circular “Tip” button just above the “Checkout” button. Tips will be charged to your credit card in aggregate, once a month or any time your balance exceeds $25. Coffee shops may opt out of allowing in-app tipping. In this case, the tip button will not appear on the checkout page.


Can I buy food using CUPS?

Yes! When you’re finding a coffee shop, look for the cookie emoji next to the name - this means that you can buy food there with CUPS. On the same screen where you select the size and type of coffee you would like, you can select a tip using the circular “Eats” button just above the “Checkout” button. This will display a menu of food options, which is updated frequently, as most cafes’ food menus change seasonally.

Eats purchases will be charged to your credit card in aggregate, once a month or any time your balance exceeds $25.


I recently added or updated my payment method, and now I see a small charge from CUPS on my card. Why did you charge me?

This is called an authorization hold, and will not actually be charged to your card. An authorization hold is a way for a company to verify that your payment method is legit, and they are used by many companies to help prevent fraud.

This amount will be voided after a few business days, depending on your bank’s policy. If you have any further questions on this feel free to contact your bank or hit up our Customer Service team.


I just received a charge from CUPS, but I didn’t use the app today. What’s up with that?

Our system tracks all of your non-plan purchases (food, tips, Pay As You Go drinks) throughout each month and charges them in aggregate on the 1st, or any time your balance exceeds $25. When this happens, you should receive an itemized receipt by email.


Help! Somehow my plan is on “Auto Renew,” how do I turn it off?

Click on the app’s menu on the top left of your screen and click on your name at the top to view your account. There is a checkbox on the screen that says, “Refill automatically when my CUPS runs out.”


I’m super excited, I bought a brand new phone but now I need to associate my CUPS plan to it. What do I do?

No problem! Contact us and we’ll take care of it right away so that you’re not left without any caffeine for the day!


General Questions

Can I buy CUPS for a friend?

YES! Here or head over to the gift option from the menu, pick the CUPS gift you want and we’ll put together an awesome, personalized message to notify your friend about your thoughtful gift. Trust us: it’ll be simple for you and special for your friend :)


I’ve been telling all of my friends about CUPS. Do I get brownie points?

You betcha! Give your friends the scoop on CUPS and share your special referral coupon code with them.

To find your referral coupon code, click on the app’s menu on the top left of your screen and click on “Get Free Coffee.” See that awesome code in teal? That’s your referral code!

When this referral code is used by your friend who hasn’t used CUPS before, they’ll receive a free credit that is valid at any of our locations, and once they use some of that credit to order something at one of our shops, you’ll receive a credit on your account as well. This credit will show up in your “Credit Balance” under “View Account.

There’s no limit to how many friends can use your code, so if you’re super popular, your CUPS could be free... forever!


How do I know which cafes near me have CUPS?

Our interactive map shows all of our coffee shop locations. Wherever you are in your city, all you have to do is open the app and you’ll be able to see where you can get great coffee with CUPS.


Do I have to stick with only one CUPS coffee shop?

No way! That’s the fun of CUPS. You have the option of trying a new cafe every day, drinking all of your CUPS at one location, or anything in between. It’s up to you!


What if I don’t want you to know where I am and my GPS is turned off?

No problem! If your GPS is off, the coffee shop list and the list of your favorite (starred) locations will appear in alphabetical order. It might be less fun, but we understand and respect your privacy! If you ever want the locations to appear in order of distance, just turn your GPS option on!


Why are you not in my neighborhood/city?

We are constantly adding new areas to the CUPS network! If there’s a neighborhood or city you’d like to see on the CUPS app, let us know! If there is a specific coffee shop you would like to see become part of the CUPS network, you can go to “Suggest A Coffee Shop” from the app’s menu and submit it to us that way.

We’re always thinking about where we can expand to next. We love customer suggestions and will be sure to pursue any leads you give us.


Oh no! The app keeps crashing! What do I do?

Sorry you’re having technical issues with the app! Send us an email with the details to let us know, and try closing and re-opening the app. Make sure you have internet connection and if it still doesn’t work, reinstalling the app usually does wonders :)


I own a coffee shop and I want to join the CUPS family.

Great! You can get in contact with us via the “Suggest A Coffee Shop” option from the menu on the left side of the screen. We are always looking for new coffee shops to expand to, and would love to hear from you!


If I’m traveling, can I use CUPS outside of my city?

Yes! You can see the full list of our current cities here, and your account will be accepted at our participating coffee shops in any of them. We're working hard to get CUPS in as many places as possible, so stay tuned as our expansion continues.


I own a business. Do you offer package deals that I can use to get CUPS for my employees?

Yes we do! Shoot an email to team@cupsapp.com, and we can give you some more information.


Can’t find my question here...

No worries! Contact us anytime and ask whatever you want. We’ll do our best to answer your questions quickly and thoroughly.