Your Leadership functionalities have moved to your personal My Real Rewards login/device! Check out the zipline message from 10/2/22 for more details!

Store Associate FAQ

I don’t know how this app works!

Check out our guided tutorial under profile & settings.

I am getting a “Server Error” or “Store ID and Employee ID do not match” when trying to log in.

If you are a new hire, you must wait 48 hours to sign up for Real Rewards. If you work a shift directly following onboarding, points earned will still be cataloged for that day once your account is created.

Ensure you are not placing a zero in front of the store number or employee ID, even if there is a zero at the beginning of your employee ID.

Ensure you have updated your app to the most current version of My Real Rewards. If necessary, uninstall and reinstall the app.

Ensure you are signing up as a store associate and NOT a Field Leader unless that is your role.

Ensure you are using the email address you originally signed up with or had the LOD change it to in the Leadership Portal of My Real Rewards.

Prior to calling the Help Desk have your LOD confirm the email address that shows under the Leadership Portal if you have already completed the sign up process in the past with no issues.

Still having trouble logging in?
Call: 1-724-779-5678 or extension x15678
When calling in a Help Desk ticket, provide your email, employee id, and first and last name.

I need my email/password reset.

Forgot your password? No problem! All store associates can update their password within the app. Simply click on ‘Forgot your password?’ and an email will be sent to your email to change it. You also have the ability to change your password in your profile and settings page. If the app is not letting you reset your password, partner with your LOD. At this time, you cannot update your email within the app. Your LOD has the ability to change both your password and email through the Leader Portal of My Real Rewards on the store iPads.

I transferred from another store and I don’t see my new store reflected in My Real Rewards app.

Log out, and log back in to fix this issue.

If you’re still showing up under your old store, partner with your LOD as this may mean your transfer has not been completed.

I just completed Onboarding and it won’t let me create a My Real Rewards account.

Associates must wait at least 2 days before they have access to create a My Real Rewards Account. If you work a shift directly following onboarding, points earned will still be cataloged for that day once the account is created.

How do I earn points through My Real Rewards as a Brand Ambassadors?

Points are earned for all Brand Ambassadors who are clocked in for the day the store meets/exceeds its goals (Comp, Jeans/Bra Unit, Credit & Loyalty Real Rewards). Shift length does not matter. Leaders are able to award points as they

Do Leaders earn points?

Leaders DO NOT earn points in My Real Rewards as they have other bonuses/contest opportunities specific to their role. Sales Leads and Staffing Supervisors ARE able to earn points in My Real Rewards.

Do my points expire?

Expiration dates can be found anywhere you see your point stash, like on the homepage and at the top of the “Rewards” tab. We will also send you reminders when points are about to expire. Brand Ambassador points reset bi-monthly*.

*Points reset dates subject to change based on the needs of the business.

My points are not accurately reflected in the app.

Ensure your LOD has properly coded you in NEST and that your shift times are accurately reflected in Kronos. NOTE: Points take 48 hours before they are updated in your app, unless your LOD goes in to award you points.

Why does it say 60’s are “Coming Soon” when they are supposed to be live right now?

Hit the “refresh” button in the top right-hand corner under the discount tab. Then log out and log back in.

Still not seeing them? Make sure your app is up to date by updating in the app store. Then, log out and log back in. Pro Tip: Try deleting the app and redownloading if it says there are no updates.

My Seasonal 60’s are there but are not ringing.

First make sure the item you are trying to purchase is not an excluded item like third party, Tailgate or clearance items. To see what is excluded, check out the details on the barcode.

If you are an AE store, you only receive 60% off AE product carried within your store.

If you are an AE SBS store, you receive 60% off both AE and Aerie product carried within your store, but not exceeding 10 items.

If you are an Aerie Stand Alone store, you only receive 60% off Aerie product carried within your store.

If you are an Offline Stand Alone store, you only receive 60% off Offline product carried within your store.

If you are a Tailgate store, you must use the 60% off at your nearest mainline AE store.

If you are an AE Clearance format store, you must use the 60% off at your nearest AE mainline store.

If you are an Aerie Clearance format store, you must use the 60% off at your nearest Aerie mainline store.

If the item is included and you’re still having issues, call the Help Desk: 1-724-779-5678 or extension x15678

You must provide the 20-digit barcode that is not working, along with the sku of the item(s) you are trying to purchase that is not taking the discount.

My barcode for my free item is not working/I cannot find the barcode.

These barcodes are sent to your email linked to your My Real Rewards account. If you are not seeing it in your inbox, check your spam.

You can also access the barcodes of free items you redeemed under the “Points” section by clicking on “Check the details!”

Ensure you are redeeming your free item for merchandise that is the same price or a lower price than the coupon. Brand Ambassadors cannot pay the difference on a higher ticketed item.

Check that you are redeeming the free barcode within the correct timeframe before it expires.

I lost my 60s/free item barcode.

All barcodes can be located under the “Points” section by clicking on “Check the details!” From there you can find the code and click “View more!” to access the barcode to scan.

My gift card I redeemed is not showing up in my E-mail

If you are not seeing it in your inbox, check your spam.

If you are still not seeing the gift card, call the Help Desk: 1-724-779-5678 or extension x15678

You must provide your first and last name, employee id, email address and the gift card you redeemed when calling in.

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