Loco Rewards™ App | El Pollo Loco

Earn 100 points for every dollar spent
Get delicious rewards like free food
Earn status with new benefits at each tier
Get access to select new menu items
Access exclusive content and experiences

STATUS TIERS	ENTRY LEVELPOLLITO	10K POINTSPOLLO	30K POINTSPOLLO LOCO
POINTS MULTIPLIER	$1 = 100 POINTS	$1 = 110 POINTS	$1 = 120 POINTS
Free food Personalized Offers, and More
Access to Exclusive Content & Experiences
Early Access to Select Menu Items*
Birthday Gift	$5 REWARD	$5 REWARD	$10 REWARD
Pollo Loco Status Gift
* When Applicable

FAQ

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- What is Loco Rewards™?
  - Loco Rewards is our rewards program that allows you to earn points on every purchase, unlock rewards, and receive personalized offers throughout the year. Loco Rewards is offered via a mobile app. A basic version may also be accessed via our website but will have limited features.
- Ok, How do I get started?
  - It's easy! Download the app from the App Store or Google Play store and create your account. You can begin using the app immediately.
- How does Loco Rewards work?
  - With any qualifying in-restaurant purchase or online order placed (not applicable on 3rd party delivery), you will earn points for every purchase. These points can be used towards unlocking rewards (like free food!), earning tier status, and more.
- Can I have more than one Loco Rewards account?
  - Unfortunately, no. Multiple accounts used on the same device will not work with the rewards program. A guest with multiple accounts will be deactivated and/or banned from the rewards program. See Loco Rewards™ Terms & Conditions for details.
- Why does the El Pollo Loco app ask for my location information?
  - Your location information is needed to locate the restaurants nearest to you and make your search quick and easy.
- What if I don’t have a mobile device or don’t want to have the Loco Rewards app on my phone?
  - You can participate in Loco Rewards on our website. However, the features are limited. The only way to earn points for in-restaurant purchases is via the Loco Rewards app. You can still earn points for everyone online order - just be sure you're signed into your acccount.
- Do my points ever expire?
  - YEs
- How does the point system work?
  - Members earn points on every purchase when signed into their Loco Rewards account. You can choose to redeem these points to unlock delicious rewards. Spend them quickly or save them up for bigger rewards! It's up to you. Your Status Qualifying Points also qualify you to move up through our status tiers. At each tier, you can earn points at a faster rate.
    
    Pollito Status: Earn 100 points for every $1 spent
    Pollo Status: Earn 110 points for every $1 spent
    Pollo Loco Status: Earn 120 points for every $1 spent
- How does the status tier system work?
  - Members earn points on every purchase when signed into their Loco Rewards account. More points qualify you to move up through our status tiers. At each tier, you can earn points at a faster rate and gain access to new benefits. For a visual representation of all benefits, please view the top of this Rewards page.
    
    Status tier qualifications are structured as follows:
    
    Pollito Status: 0-9,999 Status Qualifying Points
    Pollo Status: 10,000 - 29,999 Status Qualifying Points
    Pollo Loco Status: 30,000+ Status Qualifying Points
    
    Status Qualifying Points earned from Jan 1 - Dec 31 will grant status for the following calendar year. If you achieve a higher status from Jan 1 - Dec 31 than you did in the previous year, you will also be granted that higher status level for the remainder of the calendar year. Spending Redeemable Points to "unlock" rewards will not impact points earned toward a tier status.
- What is the difference between Status Qualifying Points and Redeemable Points?
  - As a member, you have two different points buckets, Status Qualifying Points and Redeemable Points Points. On January 1st of every year, your Status Qualifying Points will reset to zero. Don’t worry, your current status will remain through the year and your Redeemable Points won’t be impacted.
    - Redeemable Points: You use these points to redeem rewards. These points expire on a rolling 365 day basis from when you earn them.
    For Example: If you earned 100 points on a purchase made on March 12, 2023, those 100 points will expire one year later on March 12, 2024.
    - Status Qualifying Points: These points qualify you for one of our three status tiers. These points reset on January 1st every year. If you earn enough points to achieve a higher status, you get to keep that status for the remainder of that year and all of the following year.
    For Example: If you have 15,000 Status Qualifying Points on December 14, 2023, you have Pollo Status. On January 1st, 2024, your Status Qualifying Points will be reset to zero. However, you will still keep your Pollo Status for all of 2024 and start earning towards your 2025 status. If you earn enough Status Qualifying Points to level up to Pollo Loco Status during 2024 (over 30,000 points), you will earn Pollo Loco Status for the remainder of 2024 and all of 2025.
- How do I earn points?
  - To earn points, follow these quick, easy steps when you’re ready to place an order:
    In a Restaurant:
    1. Open the app on your mobile device and sign-in
    2. Tap the "Scan" tab on the bottom of your screen
    3. Have the cashier scan your QR code at the register
    
    Online:
    1. Open the app on your mobile device and sign-in
    2. Tap the "Order" button on the bottom of your screen
    3. Complete the checkout process
    4. Points will automatically be added to your account
    
    Please note: if you are signed in as a “guest” when you place your order, we are unable to connect to your account and you will not earn points.
- What happened to the barcode on my receipt?
  - We are no longer accepting receipts to earn points on past orders. Please reach out to Customer Care if you have issues earning points on an order.
- I have an account but didn’t have the Loco Rewards app with me when I purchased. Can I still earn points?
  - No, the only way to earn points in-restaurant is with the Loco Rewards app. We will no longer be accepting receipts to earn points on past orders. Please reach out to Customer Care if you have issues earning points on an order.
- I don't have the app. Can I earn points using the elpolloloco.com website?
  - You can earn points on all online orders via the elpolloloco.com website. To earn points, simply sign into your Loco Rewards account and place your order as usual. Your points will automatically be added to your account. We will no longer be accepting receipts to earn points on past orders via the website.
- I placed an online order. How do I earn points?
  - If you were signed into your Loco Rewards account at the time of purchase, the points will automatically be added to your account.
- I placed an online order but didn’t receive points. Why not?
  - You may not have received points for the following reasons:
    - You are not a Loco Rewards member: You may have not created a Loco Rewards account. Visit the rewards page or download the app today to join.
    - You were not signed in: You may not have been signed into your account at the time of purchase. Orders placed as “Guest” do not earn points. If you are not signed in, points cannot be posted to your account.
- How do I know how many points I have earned?
  - You can view your total points by logging into your mobile app and tapping the "Home" tab at the bottom of your screen. You will see your total available points in your dashboard at the top of the screen.
    
    Note: Spending your points does not count against qualifying for tier status
- How many times can I earn points in a day?
  - You can earn points on a maximum of two different transactions per day.
- Do I earn points on delivery?
  - You will only earn points on food purchases made through our delivery service. Points will not be earned on delivery fees and costs. Third-party delivery services are not eligible to earn points.
- Do I earn points for catering orders?
  - Yes, points may be earned on catering orders.
- My receipt was for higher than the points I received, why?
  - You earn points on all pre-tax sales and not the receipt total (which includes tax).
- Can I give the cashier my phone number to apply my points to account?
  - No, the only way to earn points in-restaurant is by scanning your Loco Rewards app. For online orders, you must be signed into your Loco Rewards account when placing your order.
- Besides points, are there other ways to get free food and discounts?
  - We provide special rewards and offers for our members. You can be notified of these by subscribing to our emails and push notifications. Additionally, you may view any offers by logging into your mobile app and tapping "Rewards" at the bottom of the screen.
- None of these situations apply and I still don’t know why I didn’t earn points. What can I do?
  - Please use our Contact Us Page at elpolloloco.com to submit a web comment
- I have enough points to redeem a reward. How do I redeem it?
  - In Restaurant:
    
    1. Before placing your order with the cashier, open the mobile app and sign-in
    2. Select which reward you would like to redeem, tap the "Scan In-Store" button, and present the barcode to the cashier. You can only redeem one reward at a time, and one reward per visit.
    In-App and Online:
    1. Log in to your Loco Rewards account on the mobile app or our website
    2. Add the items you would like to order to your cart
    3. In the check-out screen, select the reward you would like to redeem from the list of rewards.
    
    Note: Please check that the criteria of a reward has been met by adding the correct items to your cart
- What rewards can I unlock with my spendable points in the Loco Rewards app?
  - For 3,500 points, guests may spend points to redeem one of the following:
    Free Large Drink
    Two Free Churros
    Free Taco al Carbon
    
    For 6,500 points, guests may spend points to redeem one of the following:
    Free Large Side
    Free Regular Chips & Guac
    $5 Off your purchase
    
    For 10,500 points, guests may spend points to redeem one of the following:
    2-Piece Leg and Thigh Meal
    Chicken Tostada Salad
    Chicken Avocado Burrito
    
    For 12,500 points, guests may spend points to redeem one of the following:
    Double Chicken Tostada
    3-Piece Leg and Thigh Meal
    Double Chicken Avocado Salad
- How many times a day can I redeem rewards?
  - You can redeem one (1) reward per day.
- If I earn more than one reward, can I save and use all of them later?
  - Rewards can be saved but only one can be redeemed per transaction and rewards expire.
- What happens if I change my mind after selecting “redeem” in the Loco Reward app, or select the wrong reward?
  - Only (1) item can be selected to redeem in-store at a time. If you tapped the "Scan In Store" button on a reward, it will remain active for 90 minutes. If it has not been used after 90 minutes it will be credited back to your account as points. After the 90 minutes has passed, you may select a new reward.
- I clicked "Redeem In-Store" and now I can't find my Reward
  - Rewards expire after 90 minutes. El Pollo Loco sends customers an email code they can use in-store if this should happen. The code found within your email is valid for 90 mins.
- What's the difference between My Rewards and My Offers?
  - Offers are personalized promotions. These vary and have expiration dates. Rewards are predetermined free items you can choose to redeem your points for. We have 12 delicious rewards available that can be unlocked at various point thresholds.
- What happened to the barcode on my receipt?
  - We are no longer be accepting receipts to earn points on past orders. The only way to earn points on an in-restaurant purchase is by downloading the Loco Rewards app and scanning your QR code before payment. Please reach out to Customer Care if you have issues earning points on an order.
- My app is frozen and won't advance to next screen. What do I do?
  - Try logging out of your account and then closing the El Pollo Loco app on your device. Restart the app and begin using it as usual. If the problem persists, please submit a web comment via our Contact Us page found on elpolloloco.com. Provide details of your technical difficulty including device type and submit.
- None of these situations apply and I still don’t know why I didn’t earn points. What can I do?
  - To view complete program information on how points are earned, please view our Terms & Conditions found at the bottom of elpolloloco.com. If still not resolved, please submit a web comment via our Contact Us page found on elpolloloco.com.
- Why can’t I order delivery?
  - Delivery may not be available in the location or area you wish to order from. We are adding more locations as delivery service becomes available so please check back from time to time.

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