Customer Loyalty FAQs

 

Account

How do I update my account details?
When our new loyalty scheme launches, you will be given the opportunity to update your account along with any personal information attached to it.

If, however, your email address has changed since opting into the new loyalty scheme and you are no longer able to receive our updates via email, please contact us at store.service@hmv.co.uk for further assistance.

How do I close my account?
We’re sorry to hear you no longer wish to be part of our loyalty scheme. To request the closure of an account, please contact us at store.service@hmv.co.uk and we’ll do the rest.

 

App

What is the hmv Loyalty app?
The hmv Loyalty app has been set up for purehmv customers who confirmed by 26th July 2019 that they would like to be migrated over to our new loyalty scheme. As development for our new scheme is still in progress, we wanted to allow our previous loyalty customers the opportunity to collect and spend their points between w/c Monday 28th October 2019 until Monday 13th January 2020.

Where can I download the hmv Loyalty app from?
The hmv Loyalty app is available to download in the app store for both iOS and Android users.

How do I log in?
To access your hmv loyalty account for the first time, please follow the below steps:

- Download and open the hmv Loyalty app.
- Select First Time Registration.
- Enter the email address and 16-digit loyalty card number attached to your previous purehmv account and select Register.
- You will then be sent a verification code by email. Copy the code from said email into the hmv Loyalty app and select Verify.
- Once the verification code has been confirmed, you will then be asked to provide a new password for your loyalty account. Once complete, select Get Started!

Once you’ve logged in for the first time, all you’ll then need to do when logging in is enter your email address and password and you’re good to go!

Can I log into my loyalty account on multiple devices?
If you attempt to log into a 2nd device that has the hmv Loyalty app installed, the session on your first device will time out and you will be logged out. You can, however, have the hmv Loyalty app itself installed on multiple devices.

How do I change my password?
If you’re already logged into the app but would like to change your password, simply select the three horizontal lines icon at the top left-hand side and your account details will be displayed in a pop-out window.

At the bottom of this screen, you’ll see the ‘change password’ option, which will ask you to confirm your current password and then enter your chosen new password; this must be a minimum of 8 characters. Click on the Change Password button to save your new password and you’re good to go!

I’ve forgotten my password, what do I do?
If you’ve forgotten your password and can’t access the app, simply select the ‘forgotten your password’ option at the bottom of the Log-In screen and you’ll be prompted to enter your email address and 16-digit loyalty card number.

Press continue to send a verification code to your email address and then all you’ll need to do is enter the code into the app and choose a new password (at a minimum of 8 characters). Press Change Password and you’re good to go!

 

Marketing Preferences

How do I update my marketing preferences?
You can update any information attached to our mailing lists in our Marketing Preference Centre.

 

New scheme

When will the new loyalty scheme be launching?
We have no confirmed date on when our new loyalty scheme will launch at this time. As soon as we have any further information, we will update our FAQs as well as email purehmv members that migrated over to our new loyalty scheme.

How will I know when the new loyalty scheme is available?
As soon as we have any further information as to when the new scheme will launch, we will update our FAQs as well as email purehmv members that migrated over to our new loyalty scheme.

If I missed the deadline to migrate my account over, can I still become a member of your new loyalty scheme once it launches?
Once our scheme officially launches you will be able to become a member, however, we will not be in a position to reinstate any points from your previous purehmv card if you missed the Friday 26th July 2019 deadline to migrate your account over.

If I wasn’t a part of the purehmv loyalty scheme, can I still become a member of your new loyalty scheme once it launches?
Once our new scheme officially launches you will be able to become a member. Details of how to join the scheme will be added to our FAQs and website as soon as there is any further information available.

 

Points

Will all of my points be transferred over?
If you opted in to migrate over to the new scheme before Friday 26th July 2019, all active points will be transferred over from your purehmv account to the hmv Loyalty app to spend from Monday 28th October 2019 until Monday 13th January 2020.
If you didn’t opt in to migrate over to the new scheme by Friday 26th July 2019, this deadline has now passed and we are unfortunately unable to migrate any further purehmv accounts over to the hmv Loyalty app.

Please be advised that any points not spent by Monday 13th January 2020 will become unavailable and we will be unable to reinstate them at a later date.

When can I start collecting and spending points?
Any purehmv members who opted-in to migrate over to our new loyalty scheme before Friday 26th July 2019 can collect and spend points from Monday 28th October 2019 up until Monday 13th January 2020. You will have been sent an email on Monday 28th October with details of how to download the hmv Loyalty app to collect and spend points there.

Any purehmv members who didn’t opt-in to migrate over to the new scheme, will be unable to use the hmv loyalty app, however, you are more than welcome to sign up to our new loyalty scheme when it launches.

Will I be able to collect points on orders made through store.hmv.com?
You will not be able to collect points for any purchases made through store.hmv.com for the foreseeable future. We are also unable to add points from any orders made online between the purehmv scheme closing and our new loyalty scheme launching.

Can I still collect double points when purchasing select formats/products?
There are no current plans to bring back double points on selected formats in the active hmv Loyalty scheme.

 

Rewards

What types of rewards are available in the hmv Loyalty app?
At this time we are giving customers the opportunity to purchase a variety of vouchers to spend in store ranging from £5 (50,000 points) up to £50 (500,000 points).

Will any other rewards be available on the hmv Loyalty app?
Although we currently have a variety of vouchers to spend in store available on the hmv Loyalty app, there are no plans to introduce any other rewards at this time. Should this change, the app will be updated accordingly.

What happened to the store discount that was on my purehmv card prior to the scheme closing?
All purehmv store discounts have expired and we are unable to add them back onto your account in the hmv Loyalty app. However, affected loyalty members have been contacted via email to confirm when and how we have processed a refund for the points used to purchase a Discount.

Will I be able to use the hmv Loyalty app if I wasn’t a member of the purehmv loyalty scheme?
Please be advised that only customers who were a part of the purehmv scheme and migrated over to our new loyalty scheme by Friday 26th July 2019 will be given access to the hmv Loyalty app.

Once our new loyalty scheme launches in the coming months, anyone that wasn’t a purehmv member will be given the opportunity to join.

 

Transactions

How do I collect points when making a purchase in store?
You will simply need to show your card on the hmv Loyalty app to a member of staff when making your purchase. They will then either scan the card’s barcode or type your card number into the till.

Can I use my purehmv card to collect points in store?
Please be advised that you can only earn points using the hmv Loyalty app at this time.

Where can I view my transactions?
You can view your transaction history in the hmv Loyalty app by selecting the three horizontal lines icon and then Transactions.

Please be advised that it can take up to 48 hours for a transaction made via the app or in store to appear in your transaction history.

 

Validating Receipts

Can I validate receipts for in-store purchases?

For purchases made in store from Monday 28th October, you can validate your receipts in the hmv Loyalty app prior to the app’s closure on Monday 13th January 2020. Simply select ‘My receipts’ when logged in, enter your receipt details as indicated on the page or scan the barcode on the receipt and click ‘Confirm receipt’ to complete the validation.

Unfortunately we will be unable to validate any receipts from purchases made before Monday 28th October 2019 or after Monday 13th January 2020.

Can I validate receipts for store.hmv.com orders?

Unfortunately we will be unable to validate any receipts from orders placed with store.hmv.com.

How long do I have to validate receipts?

For in store purchases made after Monday 28th October, you have 30 days from the date of purchase to validate your receipt(s). Please be advised that the app will be closed on Monday 13th January 2020 and we will stop accepting receipt validations of any kind from this date. As such, please make sure to validate any receipts and redeem any vouchers by Monday 13th January 2020.

Why can’t I redeem my receipt?
Although it can fail for a variety of reasons, an error message will appear on the hmv Loyalty app confirming why it was unable to validate your receipt. Please also note that receipts can only be validated 24 hours after the transaction was made and you can validate a maximum of 3 receipts in a day.

If you encounter any error messages and you believe your receipt should validate as normal, please send a clear image of your receipt along with your 16 digit Loyalty card number to store.service@hmv.co.uk for further assistance. Please also send as much detail of the error message(s) being displayed as possible to assist us in our investigation.

 

Vouchers

What vouchers are available and how much do they cost?

The hmv Loyalty app has the following vouchers available to purchase with your points:

£5 voucher = 50,000 points
£10 voucher - 100,000 points
£20 voucher = 200,000 points
£50 voucher = 500,000 points

How do I purchase a voucher using the hmv Loyalty app?

To purchase a voucher from the hmv Loyalty app, simply select the ‘Vouchers’ screen and click on the pink button that shows the amount of points required to purchase the voucher. A second screen will then be displayed for you to confirm that you wish to make the purchase and once confirmed, your voucher will be active on the app. Please be advised that we are unable to cancel or refund a voucher once it has been purchased.

If the button is grey, you do not have enough points to purchase the voucher at this time.

How do I spend my voucher?

To spend a redeemed voucher, simply show the staff member at the till point within one of our hmv or FOPP stores your card on the hmv Loyalty app. They will then either scan the card’s barcode or type your 16-digit card number in manually and will ask if you wish to spend your voucher.

Please be advised that only one voucher can be used per transaction and you must be spending the amount of the voucher or more in a single transaction to spend it (e.g. You will be unable to spend a £5 discount if you are spending £4.99 or less in a single transaction).

 

Additional Support

Who can I contact if my query isn’t answered in these FAQs?
Please email store.service@hmv.co.uk and a member of the Loyalty Customer Service Team will do what they can to advise you further.