OTR App – FAQ’s
What can I do with the OTR App?
With the OTR App, you can:
Pre-order, Favourite your order, Pay for Fuel at the pump, Give to the community, Earn Rewards, Provide feedback on service and quality and more.
How do I get the OTR App?
For Apple users:
Search ‘OTR App’ in the Apple App Store to download.
For Android users:
Search ‘OTR App’ in the Google Play Store to download.
Ensure that you have a network connection before downloading the OTR App.
Will I need to Register to use the OTR App?
Some features such as Store Locator and Deals will be made available without registration. You will need to Register to take advantage of the Jump the Q coffee ordering and to receive your OTR Rewards.
How do I register with the OTR App?
You can register in different ways with the OTR App.
By Email:
To Register to the OTR App, download the OTR App. Open the OTR App and tap ‘Register’.
Enter your email address, enter a password, and select Register.
You will be sent a verification email to the email address you entered in your registration. Click the link contained in the email on your smartphone to verify your email address before logging into the OTR App.
Once you have verified your email address you can log into the OTR App.
By Facebook:
Facebook registration can also be used to register to the OTR App.
Tap the ‘Continue with Facebook button.
The OTR App will search to find your Facebook App and use this to identify you for registration.
You will not need to verify your email address when registering by Facebook.
By Apple:
Apple registration can also be used to register to the OTR App.
Tap the ‘Continue with Apple’ button.
You need to be signed in with your Apple ID in System Preferences
What devices support the OTR App?
The OTR App supports Apple devices (iOS 6.0 or later) and Android smartphones (Android 4.0 and up). The OTR App does not support Windows or Blackberry devices.
Why won't the OTR App download onto my phone?
If you are experiencing issues downloading the OTR App to your phone, follow the below steps.
- Shutdown the app and restart
2. Restart your device
3. Ensure your phone has been updated to the latest software.
4. Check that you have an active network connection. Some Wi-Fi networks may require you to sign in before accessing the network.
I have forgotten my password and cannot log in. What do I do?
If you have forgotten you password, click on the ‘Click here’ link on the ‘log in’ page of the OTR App.
You will be asked to enter your email address that you used to register to the OTR App.
A temporary password will be sent to the email address. Log in using this temporary password and you will be prompted to create a new password.
The OTR App has asked if I wish to turn on location services. Why do I need to use location services?
Location services are used for selecting your nearest stores to pre-order via the OTR App.
I no longer want to use the OTR App. What do I do?
If you no longer wish to use the OTR App, simply go to the “Get in touch” section of the OTR App and under the feedback type select “Delete account”. Our team will process your request within 3 business days, you will receive a confirmation email once your account is deleted.
My app says 'Verifying email…', but doesn't look like it is doing anything. What do I do?
Go back in to your verification email. Check you have internet connection and re-click the verify link.
OTRGive
What is OTRGive?
OTRGive is an innovative community program, through which OTR gives significant donations to Australian community groups. OTR App users can choose a community group from the app, scan the App barcode when in-store or use it to pre-order menu items, and a percentage of their spend will go directly to the community group as a donation by OTR.
How will it work?
OTR customers will just need to download the OTR App, choose a community group on the App, scan the barcode when purchasing in store or pre-order on OTR App and OTR will give a donation to their selected community group.
How do I know how much I've donated?
Customers will be able to track the donations of their chosen group through the OTR website and monitor regularly what projects the donations from OTRGive are directly supporting. This will be updated weekly on dashboard pages on the OTR website (with a link to this from the OTR App).
Who are the community groups OTRGive is supporting?
Since launching in 2018, we support over 20 community groups across various sectors. These groups have a great impact on the local community and all the money donated by OTR will stay in South Australia. All community groups are shown on the App and available for selection.
What about other community groups and organisations?
OTR Give is currently fixed to include only the existing partners.
How can other groups register their interest in joining OTRGive?
Expressions of interest can be sent through to the Community Team via a “Contact us” link on the OTR website (otr.com.au/OTRGive).
How much will OTR give to community groups through this program?
OTR has donated over $415,000 to community groups since June 2018, with donations remaining uncapped – the more the OTRGive is used through making qualified purchases in our stores (or directly in-App orders), the more will be donated to community groups.
What purchases at OTR will create a donation on OTRGive?
Qualifying purchases include almost everything available at OTR sites and on OTR App including all fuel and diesel, locally roasted, barista-made C Coffee; supermarket essentials, Happy Wash and all food offers currently available on OTR App: EAT, Moe’s Dog & Shake, OhJ!, CHILL, Wokinabox, Oporto, Subway and Krispy Kreme (within OTR stores).
The only excluded items from the OTRGive program will be tobacco, GYG and Hungry Jacks.
What percentage of each qualifying transaction will OTR donate to the community groups?
OTR will be donating 1c for every $2 of qualifying customer purchases to the customer’s selected community partner when their App is scanned at the point of sale or an in-App purchase is made. 1c per 2L of fuel will also be donated on behalf of customers to their chosen community partner.
How often are donations paid to community groups?
OTR will pay the donations quarterly in arrears to each community group and announcements of this will be shared with OTRGive customers.
How can I be assured OTR is making the correct donations to the community groups?
The donation accrual and payment process is audited by OTR in accordance with our Terms & Conditions that have been agreed and accepted by each community partner in the OTRGive program.
Can I donate to more than one community group or organisation?
Yes. Customers can change their linked community group on the OTR App at any time by selecting ‘Change Partner’ on the OTRGive screen. However, the community group to whom the customer’s App profile is linked at 11:59pm will receive the total accrued donations from the customer’s daily expenditure.
Can I donate my own money to community groups?
Yes, to create a donation directly with a community group, click the link to go to the partner’s own web page and make a donation online.
Will my OTR Rewards still accrue if I join OTRGive?
Yes. OTRGive is additional to all other current reward systems and points systems currently affiliated with OTR instore and on the App.
Will OTRGive work if I pay via a Fleet card or gift voucher in store?
Fuel purchases made with a BP fleet card will not be eligible for OTRGive, however all other payment methods including gift vouchers will create an OTRGive donation, provided your OTR App barcode is scanned at the time of purchase and your account is linked to a community partner.
Why is OTRGive only available through the OTR App?
In order to know where you want us to apply the donations related to your purchases we need to be able to create an association between you and your chosen community group. The OTR App has been specifically developed to enable a customer to choose their community group, allocate their linked purchases, track donations and measure the success of the program and where the money goes.
What if I don’t want to use the OTR App?
At this stage we have invested heavily into creating this innovative, transparent way of giving to the community and it is the only way we can ensure customers’ choice of partner can be implemented. We will be considering other avenues as technology and innovation continues.
Will OTR share any of my information with third party organisations if I join OTRGive?
OTR adheres to current privacy laws. For more information please read our
Privacy Policy.
My Profile
How can I update my details?
You can update your details by logging into the OTR App and selecting ‘My Account’ from the app menu in the top right corner of the screen. Click on the Personal Details section.
How do I change my password?
Log out of the OTR App. Click on the ‘Click here’ link on the ‘log in’ page of the OTR App.
You will be asked to enter your email address that you used to register to the OTR App.
A temporary password will be sent to the email address. Log in using this temporary password and you will be prompted to create a new password.
How do I add a payment method?
You can add a payment type by logging into the OTR App and selecting ‘My Account’ from the app menu in the top right corner of the screen. Click on the ‘Add Payment Method’ button, select which payment method you would like to add, enter your details and click save.
What payment methods can I add?
You can add VISA or MasterCard credit cards.
How do I change my payment details?
You can change your payment details by selecting ‘My Account’ from the app menu in the top right corner of the screen. Click on the ‘ Add Payment Method’ button, delete which payment method is incorrect, and click the ‘Add Payment Method’ button to add new payment details.
Can I make a default payment method?
To select a default payment method, go to your payment options in the ‘My Account’ screen and tap which payment method you would like as your default. The payment method will then have a green tick and green border.
How many payment methods can I have at once?
There is no limit to the number of payment methods you can have attached to your account at once.
I no longer want to receive emails from OTR. What should I do?
Untick ‘Send me great offers & deals’ from OTR’ tick box in the ‘My Account’ screen.
Ordering
What can be pre-ordered through the OTR App?
You can pre-order from C Coffee, Moe’s, Krispy Kreme, EAT Bakery, OTR Supermarket, Subway, Oporto and Wokinabox.
Can the pick-up location of an order be change once the order has been placed?
Unfortunately once an order has been placed through the OTR App, the location is unable to be changed. Once an order is placed it is automatically sent through to the store.
Can the pick-up time of an order be changed once the order has been placed?
The pick-up time is able to be changed if it is greater than 5 minutes until the pick-up time that was selected. To change the pick-up time of an order, go to ‘My Orders’ in the app menu, view your current orders and select change ‘Pick-Up Time’ for the order that you would like to change. Once the new time has been chosen, select done.
Where do I collect my OTR App order when I arrive in store?
Your OTR App order will be waiting for you on the OTR App order collection stand, located next to the coffee machine at the C Coffee counter of an OTR store. Your name will be written on the lid of your order, plus any bags if you have ordered snacks. Simply scan your app at the Bluetooth collection beacon before taking your order from the stand. Bluetooth must be turned on for the pick-up beacon to recognise the phone.
Rewards
What brands earn Rewards?
Registered users of the OTR App can earn Rewards on C Coffee, Moe’s Dog & Shake, EAT, CHILL, Krispy Kreme, Happy Wash, Wokinabox, Oporto and Subway.
What are the Buy 4 Get 1 FREE offers?
The Buy 4 Get 1 FREE offers are:
C COFFEE
– Buy 4 Regular C Coffees, Get 1 FREE
– Buy 4 Grande C Coffees, Get 1 FREE
– Buy 4 Max C Coffees, Get 1 FREE
HAPPYWASH
– Buy 4 ‘The Wash’ car washes, Get 1 FREE
– Buy 4 ‘The Wash & Dry’ car washes, Get 1 FREE
– Buy 4 ‘Deluxe Wash’ car washes, Get 1 FREE
– Buy 4 ‘Ultimate’ car washes, Get 1 FREE
– Buy 4 ‘Platinum’ Car Washes, Get 1 FREE
SUBWAY
-Buy 4 6-inch Sub, Regular Wrap or Regular Salad Combo, Get a 6-inch Sub, Regular Wrap or Regular Salad Combo FREE
– Buy 4 Footlong Sub, Large Salad or Large Wrap Combo, Get a Footlong Sub, Large Salad or Large Wrap Combo FREE
How do I redeem a Reward?
You can redeem a C Coffee Reward automatically when pre-ordering online.
To redeem a Reward at an OTR store, let the OTR Team Member know that you want to redeem a Reward and show them the redemption code. To do this go to the ‘OTR Rewards’ tab in the OTR App:
- Tap the brand of the Reward you wish to redeem
2. Tap the Buy 4 Get 1 FREE offer you wish to redeem
3. Press ‘Tap to Redeem’. This will show a redemption code that the OTR Team Member is required to enter during the transaction
Do Rewards expire?
Yes. Rewards are valid for 12 months from the date they have been earned.
How do Stamps become Rewards?
Stamps are automatically converted into Rewards when you have purchased 4 of the same deals.
How many Stamps do I receive when I buy a Buy 4 Get 1 Free Deal?
Each valid purchase receives one Stamp.
Can I still earn Rewards if I forget my phone?
Unfortunately Stamps and Rewards can only be earned by scanning your app barcode in store, or by placing an order through the OTR App.
How often do OTR Rewards update?
Stamps and Rewards that are earned in the OTR App may take up to 24 hours after the transaction to appear in your OTR Rewards screen.
How do I earn Rewards?
Each time you purchase an offer in-store entitled to earn a Stamp towards a Reward i.e. Grande C Coffee, scan the barcode on your OTR Rewards screen in the OTR App at the Point of Sale in store and watch as you gain Stamps towards your free Reward.
Coffee items ordered through the app will be automatically added to your Buy 4 Get 1 FREE rewards tally, no need to scan in-store.
How can I keep track of my Rewards?
To keep track of your Rewards, access the OTR Rewards screen in the OTR App by the shortcut on the bottom right of the home screen, or by the app menu.
I have an issue with my App. What should I do?
If you encounter an issue with your app, retry the steps you took to see if you can repeat the issue. If you can repeat the issue you can raise it with the App development team directly via the OTR App:
1. Select ‘Contact Us’ from the app menu and complete as much detail as possible including:
a. What phone you have
b. What version of iOS or Android you have
c. What steps you performed that resulted in the issue