Your benefits with Smiles

Frequently asked questions

• I forgot to scan my card with my last top-up/shop purchase.

  Oops, can happen! Please contact us within 48h of the transaction via app or email ([email protected]) to have your Smiles credited. Be sure to present your receipt or other proof of purchase so we can award you the Smiles you're entitled to. 

  By the way, did you know that you can also save Smiles via the Q8 app? Download it from the App Store or on Google Play.

• How can I exchange Smiles for gift vouchers?

  You’ve saved up 500 Smiles (or more)? Great, you can exchange them for a gift voucher! You can redeem your Smiles on the Q8 app or on q8smiles.be (Belgium) or q8smiles.lu (Luxembourg). Here you can see at a glance which vouchers you are eligible for and for which vouchers you’ll have to save up some more Smiles. Exchange them for a discount at the Q8 shops or our Smiles partners.

  Or are you on the road and fancy a croissant or pastry? With just 150 Smiles, you can get this for free at our Q8 shops.

• I did not receive any Smiles after my transaction (top-up or purchase) at Q8. How and where do I report this?

  Sometimes a technical problem can cause your Smiles to be delayed or not added.

  In that case, please contact our Q8 smiles customer service team within 48 hours of the transaction via the contact form in the app or on our website (Belgium or Luxembourg) or contact us via email ([email protected]).

  Be sure to keep your receipt or other proof of purchase handy. That way we can award you the Smiles you are entitled to!

• How long do my saved Smiles stay valid?

  Your saved Smiles remain valid for 24 months, until the end of the Q8 loyalty programme. However, there are two conditions:
  
  1. If you’re not registered your Smiles automatically expire after 9 months so register asap!
  2. Your Smiles expire if you haven’t carried out any Smiles transactions for 9 months.

• I have multiple vouchers. How can I tell if a voucher has already been used?

  You can easily check the status of your Q8 voucher in the Q8 app. Unfortunately, this is not yet possible for Q8 partners' vouchers. Therefore, we advise you to immediately delete your used vouchers in the Q8 app. That way, you are always aware of how many vouchers you can still use.