Drops, promotions and offers
An offer was refused or did not apply
Check the dates, the truck, whether it was already used and what it covers. Ask the merchant first, then report it so repeated problems are followed up.
Most refusals come down to one of five things. Check them before you report.
- It ended. Offers run on the merchant's dates. An ended offer reads "This deal may have ended" and cannot be redeemed.
- Wrong truck. An offer is for the merchant who posted it. A brand with several units honors it at the unit named on the offer.
- Already used. One redemption per account. A row marked Redeemed cannot be used again.
- It did not cover your order. The merchant sets what the offer applies to. Read Deal details on the offer.
- The redeem control never unlocked. It unlocks only while the merchant is live and you are at their spot. If they are serving but not marked live in HeyTruk, ask them to tap Pull Up; the offer unlocks as soon as they do.
Ask the merchant
Most refusals are one of the above, and the merchant can say which in a sentence. The offer is theirs; they are the one who can honor it.
Report it
If the offer was valid, you were there while they were live, and it was still refused, contact support with the merchant's name, the offer, and the date and time. HeyTruk follows up with merchants whose offers are refused repeatedly. HeyTruk does not refund a merchant's offer.
Checked against the app on October 5, 2026.