FAQs for Customers

FAQs for Customers

About Reach

Is Reach available on Android phones?

At this time, Reach is available only on iOS phones, but stay tuned as we will have an Android version ready soon.

How do I contact customer support?

You may contact us at reachsupport@reachenterprises.com or by filling out this form (link to a support form so people don’t have to fill in another app.)

Why do I have to re-authorize data-sharing with Plaid periodically?

Re-authorization helps Plaid, and Reach, ensure that you are providing permission for us to have and use your information.

Who/what is Plaid?

During enrollment, you will be asked to provide at least one credit/debit card and/or financial account. Plaid is an outside company that lets you securely connect your financial accounts to your apps, including Reach, in seconds. Click here to learn more about Plaid. www.plaid.com

What are Reach’s Terms of Service?

Click here to see our Terms of Service.

What is Reach’s Privacy Policy?

Reach’s Privacy Policy covers information that you share with Reach. Click here  to see our Privacy Policy. Note that any information you agree to share with a brand is subject to that brand’s privacy policy.

Is there a fee to join or participate in Reach?

No, Reach is free to join and use at this time.

What information do I have to provide to join Reach?

To join Reach you must provide:

  • Your name, email and zip code
  • A unique mobile phone number capable of receiving SMS messages that you are authorized to use. That number must be unique to you, you must be authorized to use that number, and you may not use a virtual or call-forwarding phone number that you received from a third-party service such as Google Voice.
  • Your date of birth
  • At least 1 US-based method of payment that you are authorized to use, where the name of the account holder matches the name on your Reach account
Who can join Reach?

Individual US residents 18 years of age and older may join Reach.

What is the Reach Reward Card?

The Reach Reward Card is how you use your Reach$. As a member, you may sign up for a Reach Reward Card and use it to redeem Reach$ at any participating brand. The Reach Reward Card is issued by Patriot Bank, N.A.. The Reach Reward Card is a Mastercard® rewards card that is linked to the Program Account and may only be used for purchases from participating Brands. Your use of the Reach Reward Card is subject to Reach’s User Terms which you may find at https://joinreach.com/terms/. Reach Reward Cards can only be issued to cardholders who are residents of the United States and who have a verifiable physical U.S. street address (no P.O. Boxes).

What are Reach$?

Members receive Reach$ for engaging in activities and sharing personal information with Reach and/or participating brands. The amount of Reach$ you receive will depend on the type and amount of information you share, and on how much you engage with the opportunities offered by Reach and participating brands. Reach$ are issued in connection with a reward/loyalty program, have no cash value and may not be redeemed for cash.  As a member, you may sign up for a Reach Reward Card and use it to redeem Reach$ at any participating brand. At the time of redemption, each Reach$ may be redeemed toward one dollar of purchases at participating brands either online or in-store. So, when shopping at participating brands, the price you see in USD is the price you pay in Reach$.

How does Reach affect my participation in other companies’ loyalty programs?

Reach is separate from other companies’ loyalty programs. Reach offers several benefits that are different from other programs, and does not affect any of the features and benefits other programs may offer.

What is Reach?

Reach is a loyalty application that connects individual consumers with participating brands.  As a member, you choose which brands to connect with, and how much you want to engage and share with each brand. Brands and Reach reward you with Reach$ for various activities, including engaging in exclusive, fun benefits and opportunities, and sharing information. The amount of Reach$ you receive will depend on the type and amount of information you share, and on how much you engage with the activities offered by Reach and participating brands.

Using Reach

What if I return something I buy with Reach$?

All returns of products or services you have purchased must be made directly with the brand from which you made the applicable purchase, in accordance with such brand’s return policy. If you return any purchases made using Reach$, the Reach$ you used will be returned to your account.

Do my Reach$ expire?

Your Reach account will remain active as long as you have received or used Reach$ in the past 12 months. If your account becomes inactive, we may close your account and any Reach$ will expire and be removed from the account in accordance with applicable laws.

What are Reach$ worth?

Reach$ are issued in connection with a reward/loyalty program, have no cash value and may not be redeemed for cash. At the time of redemption, each Reach$ may be redeemed toward one dollar of purchases at participating brands either online or in-store. So, when shopping at participating brands, the price you see in USD is the price you pay in Reach$.

What if I want to make a purchase with Reach$ but I don’t have enough in my account?

If you don’t have sufficient Reach$ in your account, the purchase will be declined and you will have to use another form of payment.

Is there a minimum spend to use Reach$?

Yes, a transaction with Reach$ has a minimum of 5 Reach$.

How do I use my Reach Reward Card?
  1. Go to your Wallet in the Reach app
  2. If your card is already activated, move to step 3. If not, activate your Reach Reward Card. To activate your card you will need to provide certain information to Lithic, our payment gateway partner, to confirm your identity.
  3. Copy Your Reach Reward Card number.
  4. Go to the e-commerce site of a participating Reach brand
  5. Use your Reach Reward Card number and CVV in the checkout process of the ecommerce site.

Your use of the Reach Reward Card is subject to Lithic’s User Terms which you may find at https://lithic.com/legal/terms.

How do I use Reach$?
  1. Go to your Wallet in the Reach app
  2. If your card is already activated, move to step 3. If not, activate your Reach Reward Card. To activate your card you will need to provide certain information to Lithic, our payment gateway partner, to confirm your identity.
  3. Copy Your Reach Reward Card number.
  4. Go to the e-commerce site of a participating Reach brand
  5. Use your Reach Reward Card number and CVV in the checkout process of the e-commerce site.

Receiving Reach$

Can I use Reach$ for purchases outside of the US?

At this time, Reach$ can only be used for purchases in the US, denominated in US Dollars.

Do my Reach$ expire?

Your Reach account will remain active as long as you have received or used Reach$ in the past 12 months. If your account becomes inactive, we may close your account and any Reach$ will expire and be removed from the account in accordance with applicable laws.

How do I receive Reach$?

There are numerous ways to receive Reach$, including engaging in exclusive, fun activities, benefits and opportunities, and sharing personal information. The amount of Reach$ you receive will depend on the type and amount of information you share, and on how much you engage with the activities offered by Reach and participating brands. These opportunities may be available for a limited time, may change at any time without notice, and additional terms and conditions may apply. Please check the terms and conditions applicable to each opportunity. Check the Reach app for current opportunities to receive Reach$.

State Specific Policies

As a California resident, can I request that my information be deleted?

Click here to read our Privacy Policy and California-specific information

As a California resident, can I find out what information you have about me and how you’ve shared it?

Click here to read our Privacy Policy and California-specific information.

What do I do if my Reach Reward Card is lost or stolen?

Click here to read our Privacy Policy and state-specific information.

Your Reach Account

My Personal Information

How do brands use my location information?

Brands use location information to understand more about your shopping and to provide opportunities to receive Reach$ for activities that are relevant based on where you are.

What if I want to stop sharing information with Reach?

You can close your Reach account at any time, but if you do so, any Reach$ will be removed from your account and you will no longer receive Reach$ in that account. Please read our Privacy Policy to learn how we treat information you have provided to us after you have closed your account. To close your account, contact us at reachsupport@reachenterprises.com.

What if I want to stop sharing information with a brand?

You may add or remove a brand from your Brand Circle at any time. If you remove a brand from your Brand Circle that brand will no longer receive your information and you will no longer receive Reach$ for sharing with that brand. Go to the Connected option in the Brands section of the Reach app to update your Brand Circle.

When I provide a credit/debit card and/or financial account, what information does Reach receive?

When you initially agree to share financial information to Reach, Plaid, our financial partner, will provide the past two years of transactions for that account. Then on an ongoing basis, as long as you continue to authorize it, we receive the date/time, merchant, product category, location, amount spent, and payment method.

How do you use my credit/debit card and/or financial account information?

You choose which brands you want to share your information with. Brands and Reach use your info to understand you better and deliver more relevant, personalized opportunities and experiences.

Why do I have to provide a credit/debit card and/or financial account to join and participate in Reach?

Your credit/debit cards and financial accounts allow participating brands to learn about how you shop. Only Reach and the brands you choose will have access to your information. The more information you share, the more Reach$ you may receive and the more brands can deliver personalized, relevant opportunities.

Can I change or update my personal information?

Go to the Profile section in the Reach app to update your Shared Information.

How does Reach protect my information?

We seek to protect your personal information from unauthorized access, use and disclosure using appropriate physical, technical, organizational and administrative security measures based on the type of personal information and how we are processing that information. Your data is encrypted and anonymized on our systems. It remains encrypted from the App to our database, and from our database to the Brand partners with whom you’ve authorized sharing.
Click here https://www.reachmarketplace.com/privacy-policy to see our Privacy Policy.

How do I change my password?

You can change your password by going to the Profile section of the Reach app.

How do brands use my personal information?

Brands use your information to understand how you shop and what’s important to you, so they can bring you personalized offers,
content, and experiences. Information you agree to share with a brand is subject to that brand’s privacy policy.

How does Reach use my personal information?

Reach uses personal information to create relevant communications and opportunities for members to enjoy Reach rewards and benefits. Click here to read our Privacy Policy.

Participating Brands

What if my favorite brands aren’t in Reach?

If you don’t see some of your favorite brands, please let us know, and we’ll see if they’d like to join Reach. Email us at reachsupport@reachenterprises.com

What happens if I remove a brand from my Brand Circle?

You may add or remove any participating brand to/from your Brand Circle. If you remove a brand from your Brand Circle that brand will no longer receive your information and you will no longer receive Reach$ for sharing with that brand. (consider adding) But, as along as they are a part of Reach, you are able to redeem your Reach$ with that brand, and all brands in our roster.

What happens if a brand leaves Reach?

In the event a brand is removed, we will make reasonable efforts to notify you of the brand’s departure, and you will be able to use Reach$ for purchases from such brand for 30 days after the brand’s termination date. Brand removals will not reduce or otherwise impact your account with respect to Reach$ you have received. However, you will no longer receive any Reach$ from such brand after the brand’s termination date, and any opportunities to receive Reach$ offered by the departing brand will end as of the brand’s termination date.

How do I remove a brand from my Brand Circle?

Go to the Connected option in the Brands section in the Reach app to update your Brand Circle.

What do brands do with my personal information?

Brands use your information to understand how you shop and what’s important to you, so they can bring you personalized offers, content and experiences. Information you agree to share with a brand is subject to that brand’s privacy policy.

Why should I add brands to my Brand Circle?

The more brands you share with, the more Reach$ you may receive. And the more you share, the more brands can deliver relevant, personalized opportunities and experiences.

What brands participate in Reach?

Participating brands change from time to time. You may email us at reachsupport@reachenterprises.com to obtain a list of current participating brands or you may visit the Reach Brands section in the Reach app to see current participating brands.

Identity Protection and Insurance

Who is Sontiq?

Sontiq, a TransUnion company, provides best-in-class identity theft protection, restoration and insurance. Reach has partnered with Sontiq to offer these benefits to Active Reach members.

How can I cancel my Sontiq account?

You can cancel with Sontiq by phone at (888) 676-6847 or, you can cancel your membership from the Manage Account section of your Sontiq member dashboard. Upon cancellation, you will lose access to the areas of the Site designated for members only. This could include any credit and other data and analyses that have been displayed during your membership.

How can I sign-up/activate my protection membership?

After becoming an Active Reach Member you can create an account with Sontiq using the link and access code received upon joining Reach. Once completed you will be covered by Sontiq’s Identity Protection, Restoration and Insurance services. You can also access additional free benefits like BreachIQ, Identity Vault, Password Manager or upgrade your Sontiq Membership with additional services at a special discounted Reach rate.

Who is eligible to receive Sontiq benefits/protection?

All Active Reach Members who connect a credit/debit card, and have interacted with the Reach Platform within the past 90 days, are entitled to Sontiq’s Identity Protection, Restoration and Insurance Services. Your membership lasts as long as you remain an Active Reach member.  

In the unlikely case of a breach in the Reach app, am I covered?

Yes! If you have signed up with Sontiq you are covered with Sontiq’s Identity Protection, Restoration and $1M Identity Theft Coverage.

How much do Sontiq ID Protection benefits cost me?

Reach is providing all Active Reach members with Sontiq’s suite of Identity Protection, Restoration and Insurance Services (a $100 annual value) at no cost to the member.

What Sontiq Benefits do I receive through my Reach Membership?

Reach is providing members with a suite of Identity Protection, Restoration and Insurance Services (a $100 annual value) at no cost to the member.  A few of these services include:

  • Password Manager and an Identity Vault, for safe digital data storage and access.
  • Fully managed identity restoration, for comprehensive identity theft restoration services from Certified Protection Experts, based in the U.S., who are available 24/7.
  • Dark Web Monitoring of thousands of websites, chatrooms, blogs, etc. that detect and alert you if your information is found.
  • BreachIQ, a personalized assessment of your breach history, identity safety score and a personal action plan for the most important steps you can take to protect your identity.
  • $1M Identity Theft Insurance. Your expenses, wages and lost funds will be covered in the unlikely event your data at Reach is compromised.
  • You will also be able to upgrade your Sontiq Membership and get additional benefits at a special discounted Reach rate.