Navigating customer service can sometimes feel like a maze, but when it comes to your favorite sandwich shop, Subway, getting assistance should be as easy as ordering your perfect sub. Whether you have questions about the Subcard® loyalty program, need help with catering, or have general feedback, understanding how to reach Subway’s customer service is key. This guide provides you with all the essential information to effectively contact Subway customer service and resolve your queries efficiently.
Understanding Subway Customer Service Channels
Subway offers several avenues for customers to seek support and information. Knowing these channels will help you choose the most appropriate method for your needs.
Digital Customer Service Form
For general inquiries, feedback, or compliments regarding your Subway experience (excluding loyalty program specific questions which are covered below), the online customer service form is an excellent starting point. This method is ideal for non-urgent matters and allows you to provide detailed information about your experience.
Access the Subway Customer Service Form Here
Using the online form ensures your feedback is directed to the appropriate department for review and action.
Subcard® and Loyalty Program Support
For queries specifically related to the Subcard® loyalty program, Subway provides dedicated resources to ensure you get the most out of your rewards. Here are common questions and solutions regarding the Subcard® program:
Getting Started with Subcard®
Where can I get a Subcard®?
You can obtain a physical Subcard® for free at any participating Subway® restaurant. Simply ask for one when you make a purchase.
Alternatively, for digital convenience, you can download the Subway® app from your app store (search for ‘Subway Australia’). The app is available for both iPhone and Android devices. Upon registration within the app, a virtual Subcard® will be automatically linked to your account.
What are the benefits of using the Subway® app?
The Subway® app enhances your experience by offering:
- Mobile Ordering: Order directly from your phone quickly and easily.
- Automatic Rewards: Earn reward dollars with every purchase.
- Exclusive Offers: Receive special promotions and vouchers directly in the app.
- Account Security: Freeze your account if your phone is lost or stolen, protecting your rewards.
Earning and Redeeming Reward Dollars
What are reward dollars and how do I earn them?
Reward dollars are Subway’s way of rewarding loyal customers. You earn them automatically with every purchase of food or beverages at a Subway® restaurant when you scan your Subcard® (physical or virtual QR code). Earning also occurs with purchases through the Subway® app or the online ordering website when you are logged into your account.
Important Note: Reward dollars are not earned on purchases made through third-party delivery platforms like Uber Eats.
The amount of reward dollars earned can vary with promotions. Check your receipt or your Subcard® balance online at www.subcard.com.au or via the Subway® app to see your earnings.
What can I redeem my Subcard® reward dollars for?
Once you have accumulated a minimum of $3 reward dollars and have registered your Subcard®, you can use your balance to purchase anything on the Subway® menu. You can even use reward dollars to partially pay for a transaction. Reward dollars cannot be exchanged for cash. Register your card at www.subcard.com.au.
Do reward dollars and Subcard® credit expire?
Yes, reward dollars expire 12 months after they are earned. Credit loaded onto your Subcard® expires after 36 months from the loading date.
How do I check my reward dollars or Subcard® balance?
Your current reward dollar balance is printed on your receipt after each purchase at a Subway® restaurant. You can also check your balance online at www.subcard.com.au or by logging into the Subway® app.
Managing Your Subcard®
Can I use both a physical and virtual Subcard®?
Yes, you can link your physical Subcard® to your virtual card. This allows you to earn, load credit, and redeem rewards using either card, as both are linked to the same account and update in real-time.
How do I register my physical Subcard®?
Register your physical Subcard® at www.subcard.com.au.
Why should I register my physical Subcard®?
Registration is essential to redeem earned rewards. Unregistered cards can earn rewards but cannot redeem them. Registration also provides benefits such as:
- Exclusive Promotions: Receive special offers via email and/or the Subway® app.
- Balance Protection: If your physical card is lost or stolen, you can freeze your remaining balance from the time you report it.
Do I need to activate my physical Subcard® if I don’t have a virtual card?
Yes, you must register and activate your physical Subcard® at www.subcard.com.au to redeem rewards. Virtual cards activated through the Subway® app are automatically activated upon sign-up.
Do I need a physical Subcard® to use a virtual card?
No, a physical Subcard® is not required to use the virtual card.
What mobile phones are compatible with the Subway® app and virtual card?
The Subway® app and virtual Subcard® are compatible with both iPhone (iOS) and Android phones.
How do I use the virtual card?
For in-restaurant purchases, simply scan the QR code displayed in the Subway® app at checkout. The in-restaurant scanners can read both virtual and physical Subcard® QR codes. For online purchases via the Subway® app or the online ordering website (Online Ordering website), reward dollars are automatically earned without needing to scan the QR code.
Can I use a Subcard® gift card for online orders?
Yes, Subcard® gift cards can be used for online orders. If you don’t have a Subcard® account, sign up at here and register your gift card. If you have an account, add your gift card details under ‘merge cards’ at merge cards.
What if I forgot my card or mobile, or had technical issues?
If you don’t have your card or phone at the time of purchase, you can provide your mobile number to the Sandwich Artist® to earn reward dollars, provided the number is linked to your Subcard® account. If you don’t provide your number, reward dollars cannot be retrospectively added.
For issues with your card or mobile while earning rewards, contact the Subcard® team at 1300 023 578. This Subway Customer Service Number is your direct line for Subcard® related issues.
I forgot my login password.
If you’ve forgotten your password, select Forgot/Change Password? on the sign in page and follow the password reset steps.
What if my physical card is lost or stolen?
Freeze your Subcard® balance immediately by visiting www.subcard.com.au or calling 1300 023 578. Obtain a new physical Subcard® from a Subway® restaurant and merge the new card with your account online or by calling 1300 023 578.
What if my mobile with the virtual card is lost or stolen?
Your card details are linked to your account, not your device. Simply log into your account on a new phone to continue using your virtual Subcard® and earning rewards.
How do I combine balances from multiple cards?
For unregistered cards, use the ‘Merge Card’ process at www.subcard.com.au or call 1300 023 578. For registered cards, call 1300 023 578 for balance transfer assistance.
Catering Customer Service
Subway Catering provides convenient options for feeding groups, from small gatherings to large events. Here are some frequently asked questions about Subway Catering:
Why choose Subway® Catering?
Subway® Catering is ideal for groups of any size, offering delicious and customizable options, including vegetarian and gluten-free choices. Ordering is convenient through the app or online.
What makes Subway® catering stand out?
Subway® Catering offers great value, customizable products, and exceptional convenience and customer service.
How much notice is needed for a catering order?
Same-day catering is available for up to 4 platters via the app. For larger or future orders, advance notice is recommended. For urgent orders, contact your local restaurant directly.
Can I customize my catering order with veggies and toppings on the side?
Yes, customization is welcomed. Specify any preferences, such as veggies and toppings on the side, bread types, or other special requests when placing your order.
Do you cater to dietary requirements?
Subway® Catering can accommodate various dietary needs, including gluten-free options. Inform the restaurant of any dietary requirements when ordering. Note that while gluten-free ingredients are available, cross-contamination is possible due to shared equipment.
Need Further Assistance? Contact Subway Customer Service Directly
While this guide covers many frequently asked questions, you might need direct assistance. For Subcard® related issues, the Subway customer service number is 1300 023 578. This number is your primary contact for issues like lost or stolen cards, balance transfers, and technical difficulties with earning rewards.
For general feedback, inquiries not related to Subcard®, or catering questions, using the online customer service form is recommended for efficient processing.
By utilizing these resources, you can ensure a smooth and satisfactory Subway experience, whether you’re a loyal Subcard® user or planning a catering event.
