Troubleshooting
A claimed offer or reward was refused at the window
Check expiry, the truck, whether it was already used, and whether the merchant was live. Ask them first, then contact support with the details.
Offers, punch card rewards, Truk Shop food rewards and draw prizes are all honored by the merchant at their window. When one is refused, it is nearly always one of these:
- Expired. Offers run on the merchant's dates; a Truk Shop food reward is good for the week it was redeemed; a draw prize must be picked within 7 days and redeemed within 14.
- Wrong truck. The offer names the merchant (and the unit, for a brand with several). A Truk Shop food reward works only at partner trucks.
- Already used. One redemption per claim.
- The merchant was not live. The redeem control unlocks only while they are live in HeyTruk and you are there. Ask them to tap Pull Up and it unlocks.
- It did not cover the order. The merchant sets what an offer applies to; read Deal details.
Ask the merchant first. If the claim was valid and they still refused, contact support with the merchant's name, the offer or reward, and the date and time. HeyTruk follows up with merchants who refuse repeatedly. HeyTruk does not refund a merchant's offer; points for a Truk Shop reward are returned only when the reward could not be honored for a reason on HeyTruk's side.
Drops are different: nothing is claimed, so there is nothing to refuse. A Drop that sold out before you arrived is gone; tap Notify me earlier next time.
Checked against the app on October 5, 2026.