Q: How do I upgrade to the new app version?
If you have auto updates turned on, your app will automatically update! If you don't have auto updates enabled, simply head to the Açai Express app in the app store or google play store, and tap "update".
Q: I forgot the email I used to log in. How do I recover it?
Try to log in with the last email you remember using. If you're still experiencing issues, please contact us with subject line "App Login Issue" with your first and last name and email address, and we will retrieve your account information.
Q: I forgot my password. How do I reset it?
Tap "account" on the bottom of your app, then tap "forgot password" and enter the email associated with your account.
Q: I don't have an account, should I make one? How would I do that?
Absolutely! With an account, you'll be able to rack up loyalty. If you've already downloaded the app, tap "account" on the bottom of your app, then tap "create account". If you don't yet have the app, click here to download from the app store.
Q: Can I check out as a guest, without making an account?
Yes! Guest check out is now available on the app and web ordering. By checking out as a guest, you won't rack up loyalty points, but you can make an account at any time.
Q: What is the benefit to creating an account?
Glad you asked! There are so many benefits to creating an account, like: racking up loyalty points on each order, quick re-order of your favorite items, and recevie $5 dollar off for your first order.
Q: Can I still order if I don't update my app?
Technically, yes. We will not deprecate the old app for the first month or two as our customers transition. However, customers who continue to order on the old app will not accrue loyalty, nor will they be able to continue using features like Google Pay and Apple Pay. It's best to update your app right away to ensure you're collecting your rewards and having the most ideal app experience.
Q: I'm still having trouble logging in.
No worries! Try logging out and logging back in. Also, make sure that you have enough charge on your mobile device, that your internet connection is strong, and that you have sufficient storage space on your mobile device as all of these factors can make it more difficult to access the app.
Q: Will my existing credit and loyalty transfer over to the new app?
Yes, your lifetime points, current points balance, and credits will all transfer over to your new profile once you update your app.
Q: How do I earn points?
You'll earn 1 point for every $1 spent on orders placed through the app or website. Here's how our rewards program works:
60-Point Milestone
Once you reach 60 points, you'll receive a free 16oz Classic Bowl on your next order.
Stoked Tier (0 – 299 Points)
Earn a reward at 100 and 200 points.
Rad Tier (300 – 499 Points)
Earn a $9 credit at 300 and 400 points.
Epic Tier (500+ Points)
Earn a $13 credit at 500, 600, 700 points and beyond.
Special Bonuses
- Sign-up Bonus: Receive a $5 credit just for creating your account.
- Birthday Bonus: Enjoy a $6 discount (equivalent to a Classic Bowl) during your birthday week.
Q: Are there any restrictions to rewards?
Yes, a few things to keep in mind:
- 1 reward per order — only one reward can be applied per transaction.
- Registered account required — you must be logged in and order through the app or website to earn points.
- Birthday Bonus — the $6 discount is only valid during your birthday week.
- 60-Point Milestone — the free Classic Bowl must be used on your next order after reaching 60 points.
Q: Can I use rewards for in store & app purchases?
At this time, rewards can be applied to app purchases only. In-store loyalty redemption is currently in development and will be available soon. We'll keep you posted!
Q: What if my rewards aren't working properly?
Contact us with the subject "App Rewards Issue" along with your full name, email associated with the account, and location of order, and our team will help resolve the issue.
Q: How do I place an order on the app?
To place an order, start by searching for and selecting your nearest location using your address or current location. Then, choose your preferred service type (Pick-Up or Delivery). From there, browse the menu, add items to your cart, and review your order summary at any time. At checkout, you can sign in quickly using your Google or Apple account and pay seamlessly with Apple Pay or Google Pay.
Q: Can I customize or modify items in my order?
Yes! You can fully customize your order. The app allows you to select modifiers for each item — such as size, preparation style, or add-ons like Extra Granola. You can also add special notes or instructions for bowl preparation and delivery at the end of the checkout process.
Q: Can I save favorite orders for quick reordering?
Yes! The app is built to make repeat orders easy. You can quickly reorder from your order history, save recently searched addresses for faster checkout, and mark menu items as favorites to access them anytime.
Q: Are the prices on the app the same as in store?
Generally, yes. However, prices may vary depending on the location or ordering channel. Each store can manage its own local pricing, and certain areas or markets may have specific pricing rules. Keep in mind that if you choose Delivery, additional charges such as Delivery Fees or Service Fees may apply at checkout.
Q: How do I know if an item is available at my location?
Once you select your location, the menu will automatically update to show only what's available at that specific store. Our system syncs in real time — if an item runs out at the restaurant, it will be hidden or marked as unavailable on the app right away, so you'll never accidentally order something that's out of stock.
Q: Can I order ahead for a future time?
Yes! The app supports Order Ahead, which lets you schedule future orders by selecting your preferred day and time slot. The system automatically calculates prep times and will show you an accurate estimated ready time before you complete your purchase.
Q: How do I find the nearest store?
When starting your order, you can search for Pick-Up locations by entering your address or using your current location. The system uses Google Maps technology to display the closest available stores and the exact distance from each one.
Q: How long will my order take to be ready?
Prep time may vary depending on the items in your cart, your order subtotal, and the current volume of orders at the restaurant. Before you complete your payment, the system will automatically calculate all of these factors and display an accurate estimated ready time at checkout.
Q: Do you offer delivery? What is the coverage area?
Yes, we offer delivery! Coverage areas are set individually by each store, either through a specific distance radius or a custom delivery zone map. To find out if your address qualifies, simply enter it at the start of your order — the system will automatically determine if you're within range and display any applicable order minimums or delivery fees.
Q: What if my order isn't ready when I arrive?
Our system syncs order times with the kitchen to ensure your order is ready at the promised time. If your order is in its final minutes of preparation when you arrive, please wait in the designated pick-up area and it will be ready shortly.
Q: Can I cancel or modify my order after placing it?
If you placed a Future Order that is still in a pending status and has not yet been sent to the kitchen, you may be able to make updates directly through the app. However, for ASAP orders that have already been sent to the restaurant's system for preparation, you will need to contact the store directly by phone to request any modifications or cancellations. The store's phone number is available in your order confirmation.
Q: What do I do if my order was incorrect or incomplete?
If you experience any issue with your order, please contact the store directly using the phone number provided in your receipt. Store managers have the tools to look up your order number and, when appropriate, issue a partial refund for any missing items or a full refund to the original payment method used at checkout.
Q: What payment methods do you accept?
We accept major credit cards including Mastercard, Visa, American Express, and Discover, as well as mobile payment options like Apple Pay and Google Pay.
Q: Can I use multiple payment methods on a single order?
Yes! You can combine certain payment methods. For example, you can apply your loyalty credits to reduce your order subtotal, then cover the remaining balance with a credit card, Apple Pay, or Google Pay.
Q: How do I add or change my saved credit card?
You can manage your payment methods directly from the My Account or Profile section in the app or website. Additionally, during checkout the system will give you the option to save your current card and select or switch your preferred payment method for future orders.
Q: How do I apply a discount or promo code?
At checkout, look for the "Promos and Rewards" dropdown section. Enter your code in the "Enter a promo code" field and tap "Add". If you're a loyalty member, you can also save promotions to your digital wallet and redeem them with a single tap — no need to type in a code. Additionally, if you click a promotional link from one of our emails or social media posts, the discount will be applied to your cart automatically.
Q: Can I use Apple Pay or Google Pay?
Absolutely! Both the mobile app and our online ordering website have native integration with Apple Pay and Google Pay, allowing you to check out quickly without having to manually enter your card details.
Q: Is it safe to save my payment information in the app?
Yes, completely. Our app does not directly store your sensitive card information. All payments and card storage are handled by highly secure, industry-regulated third-party payment processors (such as Stripe, PARPay, or Finix). These processors tokenize and protect your financial data so your information is always safe.
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