FAQs

Contents

1. For all customers

2. For customers in England, Scotland and Republic of Ireland

3. SUBSQUAD® FAQs

4. About My Account

5. How do I Order

6. Collecting In store

7. Payments

Frequently Asked Questions

For all customers:

Where do I get a Subcard®?

You get your SUBCARD® free from any participating SUBWAY® stores, simply ask for one at the time of your purchase or you can download the App

How do I register?

There are three easy ways to register:

  • Download the Subcard® app via the Apple and Google Play app stores
  • Pick up a card in store and register your card online
  • You will need to complete all mandatory fields and complete your registration by clicking the link in the activation email
  • Please check your junk folder for this activation email, as sometimes your email provider may not recognise this email as one of your safe senders

What are the benefits of registering my Subcard®?

  • A registered account will earn double the amount of points compared to an unregistered account, that’s 10 points for every €1.50 spent in ROI and 10 points for every £1 spent in the UK.
  • You can only redeem your points if your card is registered.
  • You will receive exclusive promotional offers.
  • If your SUBCARD® is lost or stolen as long as you have registered your card you can log on to the SUBCARD® website and freeze your account. Once you have done this you will need to collect a new blank card log on to your account and when prompted enter the new card details. This will transfer all of your points and details to your new card and enable you to redeem.

What are Subcard® loyalty points and how do I earn them?

If you are making a purchase in a store in the Republic of Ireland you will receive 10 points for every €1.50 you spend on your SUBCARD®. For every transaction in the UK or Northern Ireland you will receive 10 points for every £1 spent. In order to receive these loyalty allocations just hand over your SUBCARD® or scan your App before the Sandwich Artist™ completes your transaction.

What can I redeem my Subcard® loyalty points for?

100 points can be redeemed for a hot drink, 200 points can be redeemed for a snack. 500 points can be redeemed for a regular 6” Sub, flatbread or salad and with 1000 points you can redeem for a regular 12” Sub or flatbread.

I have registered my card – what happens now?

Great! As a special welcome to SUBCARD® you will be able to earn double points on all purchases during your 28 day welcome period.

For customers in England, Scotland and Republic of Ireland

From 4th March 2015 we are changing the way you earn bonus points. We have improved the SUBCARD® loyalty scheme in participating SUBWAY® stores in England, Scotland and Republic of Ireland. As part of the improvements, we are now giving you the opportunity to earn double points (20 points for every £1 you spend in England and Scotland or 20 points for every €1.50 you spend in Republic of Ireland) every time you swipe your SUBCARD®. All you need to do is come in and make a purchase. Then come in again within 7 days and make another purchase to earn double points on your second purchase. If you keep coming in at least every 7 days you will continue to earn double points.

Why have I / haven’t I received double points on my purchases?

Customers need to be registered to be entitled to double points, and you need to make a qualifying purchase and come back within 7 days to receive double points on the second purchase. If customers continue to make at least 1 purchase within 7 days of their last purchase, double points can be earned

Why am I only receiving 5 points per £1/ €1.50 spent?

To receive double points you need to register your card. Once your card is registered you will earn 10 points for every £1 spent (UK) or 10 points for every €1.50 spent (ROI) and if you swipe your card at least once every 7 days you can earn Double Points (20 points for every £1 / €1.50 you spend.) To complete your registration you need to click on a link in the activation email that we send you. You can request another email here

What happens if I forget to swipe my card?

Your SUBCARD® needs to be scanned at the time of purchase. If you forget to bring your SUBCARD® then you may request a SUBCARD®claim receipt instead to claim your points online at a later time. Please allow 48 hours after the transaction has been made before submitting your claim online. If an order has been completed and finalised without a SUBCARD® being scanned or a claim receipt being printed then, regrettably, the points cannot be retrospectively awarded.

What happens if I go away or don’t visit a store for 7 days, will I lose my double points earning status for good?

Of course not, you just have to re-qualify for double points. Make a qualifying purchase and come back within 7 days to receive double points on the second purchase. To continue earning double points you simply have to make a purchase within 7 days of your last purchase.

I registered my SUBCARD® the other day, will I get double points backdated for the purchases I have made?

Unfortunately not. Double points can only be earned once you have registered your SUBCARD®.

I’m trying to log in but my Email address and Password is not working.

If you have registered your card please note that you will need use your email address and your chosen password to log in with in the future. If you have forgotten your password simply click the lost password link.

How do I know what my loyalty balance is?

Your loyalty balance will be printed on your receipt each time you make a purchase at SUBWAY® stores. You can also go online at www.subway.co.uk or www.subway.ie to check your balance, or you can check on your app by selecting the ‘Account Balance’ option.

Points Limit?

You can collect a maximum of 5000 points at any time. The reason that we have these measures in place is to protect our customers from any fraudulent activity if the cards are lost or stolen, and of course ensure the points already collected are preserved. Any points in excess of the imposed limit may be lost. We recommend you spend your points regularly in order to continue collecting.

My SUBCARD® is showing as suspended or on hold

The reason that we have these measures in place is to protect our customers from any fraudulent activity if the cards are lost or stolen, and of course ensure the points already collected are preserved. Please email [email protected] for assistance.

Does my SUBCARD® expire?

You must use your SUBCARD® once per year, otherwise your loyalty points will be cancelled. Your card will continue to work and you can continue to collect new points.

Can we get our cards linked for all of our family members so that we are accumulating one loyalty balance?

Not at this time.

Can we merge cards?

Unfortunately, due to security reasons, we are not able to merge the points from various cards on to one.

I didn’t have my card at time of purchase or there was a problem with my card, can I still get my loyalty points?

If you have a valid SUBCARD® Claim receipt and are a registered SUBCARD® holder then yes, you can still get your SUBCARD® points by logging in here. If you are not registered you can register here. Please note you should wait 48 hours after the transaction was made to claim. It may take up to 24 hours after submitting a valid claim before your points are allocated to your account. Only one claim can be made per day, and you can visit the ‘Points History’ or ‘Account Summary’ section of the website when you login here to check your updated SUBCARD® balance.

Can I have a card and an App?

Yes. You can link a card and an App to the same account.

How do I swap from a card to an App?

Download the App from m.subway.co.uk or your phone’s app store and your points will automatically transfer to your app when you log in. You will still be able to use your card once registered in the App.

How do I swap from an App to a card?

Pick up a new, blank card in-store (do not collect points on it) and log-in to the SUBCARD® website to transfer your account details across using the ‘Add or Replace Card’ feature. You will still be able to use your App once completed.

Can I get my points back if I have deleted the App from my phone or upgraded to a new phone?

Yes. Just download the app again and enter exactly the same email and password and your account details will be pulled across. Remember, if you historically transferred from a card to an app, you may not be able to go back and use your card as it has been cancelled – if you want to use a card again, follow the instructions above to add a new card to your account.

Why is my App not working?

Firstly make sure you have completed all the compulsory fields on the registration page. Also check you have the Official SUBCARD® app developed by Altaine Ltd. If it still doesn’t work please get in touch at [email protected].

Which phones are compatible for the App?

IPhone, Android (OS 2.1 and above), Phones that support Java MIDP 2.0 (this includes many ‘non-smart’ phones and Blackberry devices) and Nokia Symbian devices.

I don’t have iTunes, how do I get the App on my Iphone?

You must have a UK & Ireland iTunes account in order to obtain and use any Apple iPhone App, this includes SUBCARD®.

For customers in England, Scotland and Republic of Ireland

From 4th March 2015 we are changing the way you earn bonus points

We have improved the SUBCARD® loyalty scheme in participating SUBWAY® stores in England, Scotland and Republic of Ireland. As part of the improvements, we are now giving you the opportunity to earn double points (20 points for every £1 you spend in England and Scotland or 20 points for every €1.50 you spend in Republic of Ireland) every time you swipe your SUBCARD®. All you need to do is come in and make a purchase. Then come in again within 7 days and make another purchase to earn double points on your second purchase. If you keep coming in at least every 7 days you will continue to earn double points.

SUBSQUAD® FAQs

What is SUBSQUAD®?

SUBSQUAD® is an addition to the existing SUBCARD® loyalty scheme which offers bonus rewards to groups of friends when they each purchase items from a SUBWAY® store within a 4 hour timeframe.

The App based scheme allows 2-9 customers to form a SUBSQUAD®. When a member of a ‘SQUAD’ makes a purchase in a SUBWAY®store, an App notification will be sent to all other members notifying them that another member of their SQUAD has just visited a SUBWAY®store. Each member will then be given 4 hours to make a purchase in a SUBWAY® store and scan their SUBCARD® to earn 50 bonus SUBCARD® points – that’s on top of the points that would have been earnt anyway. Only SQUAD members that make a purchase within the 4 hour window, as well as the original purchaser will qualify for bonus points.

Can I be a member of more than one SUBSQUAD®?

You can only be a member of one ‘SQUAD’ at any time.

What is the minimum / maximum SUBSQUAD® group size?

Minimum SQUAD membership is 2, maximum is 9.

What is a SUBSQUAD® reward window?

This is the 4 hour window that is opened when a member of your SQUAD makes a purchase and scans their SUBCARD®. All other SQUAD members then have 4 hours in which to make a purchase and scan their SUBCARD®, in order to qualify for the bonus 50 SUBCARD® points.

How much do I have to spend in order to trigger a 4 hour SUBSQUAD® reward window or earn bonus points?

A minimum spend of £0.01 or €0.01 is required.

How do I know when a SUBSQUAD® reward window is open?

All SQUAD members will receive an App notification when a member of your SUBSQUAD® makes a purchase at a SUBWAY® store and scans their SUBCARD®. Please ensure that you have push App notifications switched on within your phone’s Settings menu and that you have chosen to receive mobile notifications within the ‘My Details’ section of the SUBCARD® App

You can also check on the SUBSQUAD® page within the SUBCARD® App – if a reward window is open the screen will display the date and time at which it ends.

How long do I have to make a purchase after a SUBSQUAD® reward window has been opened by another SQUAD member?

You will have 4 hours from when the SUBSQUAD® window was opened – you can check the time that the window closes on the ‘My SUBSQUAD®’ page in your SUBCARD® App

How many points will I earn if I make a purchase during a SUBSQUAD® reward window?

There are 50 bonus points for every SQUAD member that makes a purchase at a TUKI SUBWAY® store within 4 hours of receiving a reward window notification. These bonus points are in addition to any other SUBCARD® points earnt on their purchase. The SQUAD member who made the purchase which opened the reward window will only receive bonus points if at least one other SQUAD member makes a purchase within 4 hours

How many times can I earn SUBSQUAD® points?

A maximum of six reward windows can be triggered in any 24 hour period. There can only be one window open at any one time.

How do I leave a SUBSQUAD®?

You can leave a group at any time by clicking ‘Leave Group’ within the SUBSQUAD® screen.

I have a plastic SUBCARD® can I still join SUBSQUAD®?

No, SUBSQUAD® is only available to customers using the SUBCARD® App which can be downloaded via m.subway.co.uk or your phone’s App store.

How will my SUBSQUAD® points be added?

SUBSQUAD® points will be added to your overall SUBCARD® points balance within 48 hours of a purchase being made. You can see how many points you have earnt through SUBSQUAD® on the homepage within the App.

Can SUBSQUAD® points be awarded when using an IOU receipt?

No, SUBSQUAD® points cannot be awarded on IOU receipts, so don’t forget to scan your SUBCARD® App with each purchase.

My question hasn’t been answered above…

Please email the SUBCARD® helpdesk – [email protected]

The SUBCARD® loyalty scheme is operated in participating SUBWAY® stores by Eat-Commerce Ltd located at 40 Oxford Road, High Wycombe, Buckinghamshire HP11 2EE, United Kingdom.

How do I join SUBSQUAD®?

SUBSQUAD® is a new function within the existing SUBCARD® App. Simply update or download the latest version of the SUBCARD® App and select ‘SUBSQUAD®’ from the drop down menu, then follow the on screen instructions. You’ll have the choice to set up your own SQUAD, or if you have already received a code from one of your friends, you can join an existing SQUAD.

About My Account:

1. How do I register for Subway® Online Ordering?

Simply go to the Subway® Online Ordering website and click the ‘Login or Register’ button and you will be taken through to the registration page. Enter your details and hit submit. It’s as simple as that.   

If you already have an unregistered physical Subcard®, you can link this to your account as part of the registration process, so that you can check your Subcard® balance when you order online.  If you do not have a physical Subcard®, you will automatically be given a virtual Subcard® as part of the registration process.

2. How do I get the Subcard® app?

Simply visit the App Store (for iOS) or the Google Play Store (for Android) and search for ‘Subway’ or ‘Subcard’.  The Subcard® app is available on iPhone (iOS) and Android mobile devices.

3. Can I use the same login for the Subcard® app and the Subway® Online Ordering website?

Yes! You only need to register once for Subway® Online Ordering whether it be via the Subcard® app or via the Subway® online ordering website https://order.Subway.com/en-gb  for GB or https://order.Subway.com/en-IE and your registered login details can be used for either. These registered login details can also be used to login to the Subcard® website (https://subcard.subway.co.uk/), where you can check your reward balance. The username is always your email address, and the password will be the one you confirmed at the time of registration or the one you have most recently changed it to.

4. Can I change my password?

Yes. In fact, it is recommended. You can do this via the Subway® Online Ordering website. Simply click the ‘Login or Register’ button on the homepage, and then click the ‘Forgot/ Change password?’ link on the login page and follow the prompts.

You can also change your password via the Subcard® website.  Simply click the ‘Login or Join’ button, and then click the ‘Forgot/ Change password?’ link on the login page and follow the

5. What if I forget my password?

Not to worry. Select the ‘Forgotten Password?’ link on the login page of the Subcard® website or app, enter your email address and we will send an email containing a confirmation code that will enable you to reset your password.

6. Who will have access to my personal information?

Individual stores and their staff have no visibility of personal customer information. They will receive only your mobile phone number on the order request so that they can contact you if needed. We use your email address and name to send you the order confirmation and receipt. See the Subcard® Privacy Notice for full details of how your data is used.

Where you contact Subway® Customer Support, your personal information will be processed as described in the Subway® Group Privacy Statement at https://www.subway.com/en-GB/Legal/PrivacyStatement-FWH (for customers in the UK) or https://www.subway.com/en-IE/Legal/PrivacyStatement-FWH (for customers in the Republic of Ireland). 

7. How do I link my Subcard® to my Subway® online ordering account?

When you register for Subway® Online Ordering, you will automatically be assigned a virtual Subcard® if you do not yet have one.

If you have not yet registered, but already have a physical Subcard® you can link this to your account as part of the registration process.

If you’d like to merge a Subcard® (either a physical or virtual Subcard®) to an existing registered account, please email the Subcard® help desk at [email protected].

8. I am unable to access the online ordering website or app.

Firstly, make sure you have completed all of the compulsory fields on the registration page. Also check that you have the official Subcard® app developed by Altaine Ltd. If it still does not work please get in touch with the Subcard® support team at [email protected].

How do I Order

Do I need to register before I can place an online order?

No. You can order online via the website as a guest without the need to register.  However, there are many benefits to registering, such as:

  • The ability to save your order as a ‘favourite’, making your ordering process more convenient the next time you want your Subway® fix!
  • Joining the Subcard® loyalty program, which allows you to earn Subcard® points with every purchase.
  • Receive exclusive deals and offers.

Please note, in order to use the Subcard® app, you need to register.

Do all Subway® stores offer online order?

We are adding more stores to the online ordering programme all the time! In the search feature at the beginning of the order process you will be able to search for the stores that are currently participating.

Can I collect Subcard® points from orders made through Subway® Online Ordering?

Yes, you can!  You will automatically collect Subcard® points on purchases made online (via the Subcard® app or Subway® online ordering website) if you are logged in to your Subcard® account. However, at this time, you cannot redeem Subcard® points to pay for your online orders.

What do I do if something goes wrong whilst I’m creating and order?

Should your screen freeze or something crashes, then please start again. This is frustrating, we know but rarely happens!

Can I order Subs (or salads, wraps) and Catering Platters in the same order?

Yes! Subs, salads and wraps can be combined with a Catering Platter order, although the minimum collection time for the full order will be based on the minimum lead time for platters. To add more items, click the link ‘add another item’ on the ‘Confirm order’ page and you will be able to add further items to your order.

What is the earliest I can have my Subway® order available for in-store collection?

Orders for Subs, salads and wraps:

When placing your online order, the next available pick up time will be shown on the payment screen. This is when your order will be ready for pick up.  Your collection time could be as fast as 15 minutes after completing your online order if it’s for a combined total of 4 or fewer Subs, salads or wraps; or in 45 minutes for 5 or more.

 

Orders for Sub Platters:

For catering orders of up to 5 Sub Platters, the lead time for collection depends on the time you place your order.  You can see these collection windows below:

 

Order placed

1-5 Platters

6+ Platters

7:00am to 10:30am

+2 hours until 30 min prior to closing

Contact the store

10:30am to 2:00pm

+4 hours until 30 min prior to closing

Contact the store

2:00pm to 6:00pm

+2 hours until 30 min prior to closing

Contact the store

6:00pm to closing

11:00am next day until 30 min prior to closing next day

Contact the store

 

Orders for 6 or more Sub Platters cannot be made through Online Ordering.  You should contact Your Subway® Store directly to arrange for an Order of this size or greater.  You can find their contact details here: https://www.subway.com/en-GB/FindAStore for the UK and https://www.subway.com/en-IE/FindAStore for Ireland.

Note: The Subway® Online Ordering platform does not offer any delivery options currently.

Can I choose a different store after I register?

Of course! Every time you place an order, you can select your pick-up store. In the Subcard® app, your default store (which is the store you last ordered at), will be pre-populated in the store selector when you start your order. However, you can override this by selecting a different store from the drop-down list. On the Subway® Online Ordering website, you will be required to choose your store at the beginning of every order.

How can I pay for my Online Order?

You can pay for your order via PayPal using any major credit card, debit card or your PayPal account. Simply follow the prompts on the Online Order app or website.

Will I be able to print a receipt after I place my order?

Yes, you will receive a confirmation email with your order details and a link to download and print a VAT receipt. Be sure to note your order number on your email confirmation. You will need your order number to collect your order. You will not be given a second receipt when you pick-up your order.

Can I get a VAT receipt?

Yes, you will receive a confirmation email with your order details. Within the email is a link to view or download and print a VAT receipt for your order. You will not be given a second receipt when you pick-up your order.

Can I use my online receipt to claim Subcard® points?

If you are a registered Subcard® user you will automatically earn points when you pay for your purchase online. You can see the Subcard® points you’ve earned through Online Ordering in the ‘Recent Transactions’ screen.

Can I re-use a previous order to save time?

Yes! If you are a registered user, all your orders are saved within the ’Recents’ section of the app and/or website. You can refer to them whenever you login to Online Ordering, and chose one to start your current order.

What if I order the same items every time I login, do I have to go through the whole process every time?

That wouldn’t be much fun! If you are a registered user, you can save any of your orders within the ‘Favourites’ section of the app and/or website. You don’t have to repeat them time and time again. On the ‘Confirm your order’ page select ‘Save order to Favourites’ to save your order to your ‘Favourites’ section. When you next login all you need to do is select from the ‘Favourites’ section and it will be added to your order. Easy as that!

You can also access and re-use ‘Recent Orders.

My order did not show up in My Favourites, Recent Orders or Order History

You need to have a registered account in order to save favourites and recent order activity. Make sure that you are not placing an order as a guest. You can save favourites, recent orders and order history by opening and registering a Subcard® account. As a registered Subcard® account holder you will also earn Subcard® points with each purchase online or in-stores.

Can I cancel my order at any time?

You can cancel your order online at any time before you finish and confirm your order. However, once your order is confirmed and payment has been taken, you should contact the Subway® store that you ordered from directly if you wish to try to change or cancel your Order.  There is no guarantee that they will be able to agree to your request, for example, because they may already have started preparing your order. As all payments are made through PayPal, any refund for cancelled or changed orders will need to be made via PayPal, and you will not be able to get a refund directly from the store.  All refund requests must be made by email to the franchise owner (whose email address will be on your order confirmation).  They will then raise a refund request via PayPal.

Are there any restrictions on the size of my order?

You can order as many individual Subs, salads and wraps as you’d like. However, the size of your online order may impact the earliest available time that you can collect your order.  You can only order 5 or fewer Sub Platters.   Orders for 6 or more Sub Platters cannot be made through Online Ordering.  You should contact your local Subway® store directly to arrange for an order of this size or greater.  You can find the contact for your local Subway® store here: https://www.subway.com/en-GB/FindAStore (for the UK) and https://www.subway.com/en-IE/FindAStore (for Ireland).

Can I add sauces as an extra cost after my free choices?

Unfortunately, not at this time. You can choose one sauce for a six-inch Sub and two sauces for a Footlong Sub or Salad.

I would like extra vegetables; how do I request this?

If you’d like something special, add a comment to the Special instructions comment box on the ‘Confirm your Order’ screen.

Can I add items to my order if I’ve already paid?

If your ordered is confirmed and payment has been taken, it can no longer be changed. You can place a separate order, but it may not be ready at the same time.

Why can’t I do certain things on the app or website (e.g., ‘why can’t I order a Kids Pak, get extra veggies, etc.)?

We are constantly adding more functionality into the online ordering platform, so watch this space!

Do all Subway® stores offer online ordering?

Not yet, but we are expanding!  All stores currently available for online ordering will be shown in the store selection screen.

Can I choose the ingredients in platters?

Our platter range offerings are Vegan Platter, Lite Platter, Meat Feast Platter and Classic Platter. You may choose one type of bread for each order. Should you have any special requests, allergies, or dietary requirements please let us know in the Special instructions comment box on the ‘Confirm your Order’ screen. 

Where can I see whether the store is Halal or not?

Halal stores are identified by this symbol  in the ‘Store finder’ screen.

I want to order online but I have food allergies and/or dietary requirements! What items can I eat?

Please visit the nutrition and allergens section of the Subway® website at: https://www.subway.com/en-GB/MenuNutrition/Menu/MenuNutritionFAQs (for the products available in the UK) or

https://www.subway.com/en-IE/MenuNutrition/Menu/MenuNutritionFAQs (for the products available in the Republic of Ireland)

Why are crisps and drink meal deals cheaper in-store than online?

Some of the discounts available in stores are currently not available as part of our Online Ordering system. Each Subway® store is independently owned and operated, and the discounts offered are often store specific. We are working to ensure that all discounts are incorporated into our Online Ordering platform in a future update.

My question hasn’t been answered by the FAQs.

If we have not been able to answer your question from the FAQs, please contact Subway® Customer Support via:

https://www.subway.com/en-GB/ContactUs/ContactUsForm (for customers in the UK) or https://www.subway.com/en-IE/ContactUs/ContactUsForm (for customers in Ireland).  We aim to respond to all emails within two working days.

Collecting In store

My order was not ready for pick-up.

In the unlikely event that your order was not ready for collection please advise the store team so that they can prioritise your order. If you are dissatisfied with the level of service and would like to inform us please contact Subway® Customer Support via: https://www.subway.com/en-GB/ContactUs/ContactUsForm (for customers in the UK) or https://www.subway.com/en-IE/ContactUs/ContactUsForm (for customers in Ireland). 

I will be late to collect my order.

If you are going to be late to collect your order, please contact the store directly with the contact number for the store that can be found on your Order Confirmation email. All stores will hold perishable food items for 30 minutes beyond your requested collection time.

My order was never received by the store.

Check your Order Confirmation email to review the store address and phone number. Make sure that you are speaking to the correct Subway® store.

My order was received incorrectly by the store.

Check your Order Confirmation email to review the order content and show this to your Sandwich ArtistTM. We would always recommend resolving the matter in store to ensure you get the product you ordered. If you are unable to resolve the matter in store, please contact Subway® Customer Support via: https://www.subway.com/en-GB/ContactUs/ContactUsForm (for customers in the UK) or https://www.subway.com/en-IE/ContactUs/ContactUsForm (for customers in Ireland). 

Some Items were missing from my order.

If you found there were missing items in your Online Order, speak to the store team where you order was collected, or alternatively contact the store if you are not near. Details for the store can be found on your Order Confirmation email. If you are unable to resolve the matter in store, please contact Subway® Customer Support via: https://www.subway.com/en-GB/ContactUs/ContactUsForm (for customers in the UK) or https://www.subway.com/en-IE/ContactUs/ContactUsForm (for customers in Ireland). 

I ordered from the wrong store. What can I do?

Before you place your order, please check carefully to ensure you are ordering from the correct store. Once your order is confirmed and payment has been taken, you should contact the Subway® store that you ordered from directly if you wish to try to change or cancel your Order.  There is no guarantee that they will be able to agree to your request, for example, because they may already have started preparing your Order.

My order was poorly prepared.

We’re sorry to hear this. High training standards for all of our franchise owners and their team members are an essential part of what it means to operate a Subway® store.  If you are dissatisfied with any product that you are served, please address this straight away with the in-store team.  If you are unable to resolve the issue with them, please contact Subway® Customer Support via: https://www.subway.com/en-GB/ContactUs/ContactUsForm (for customers in the UK) or https://www.subway.com/en-IE/ContactUs/ContactUsForm (for customers in Ireland). 

I would like to give some feedback on my store experience

We’d love to hear from you! Please contact Subway® Customer Support via our contact form at: https://www.subway.com/en-GB/ContactUs/ContactUsForm (for customers in the UK) or https://www.subway.com/en-IE/ContactUs/ContactUsForm (for customers in Ireland). 

My question hasn’t been answered by the FAQs.

 

If we have not been able to answer your question from the FAQs, please contact Subway® Customer Support at:

https://www.subway.com/en-GB/ContactUs/ContactUsForm (for customers in the UK) or https://www.subway.com/en-IE/ContactUs/ContactUsForm (for customers in Ireland).  We aim to respond to all emails within two working days.

Payments

How can I pay for my Online Order?

You can pay for your order via PayPal using any major credit card, debit card or your PayPal account. Simply follow the prompts on the Online Order app or website.

Why can’t I add my payment method to the app or website?

You can pay for your order using Visa, Mastercard, American Express, Discover Maestro and PayPal. No other forms of payment are currently accepted.

Why is my payment not being accepted?

Make sure that you have entered your correct email address and phone number. An incorrectly formatted email address and/or phone number will prevent the payment transaction from being completed. Also verify that you have entered your card or account number, expiry date and security code accurately. If there are still issues with your credit card or debit card, contact your card provider or bank directly to check the status of your account. For PayPal account problems, contact PayPal directly at https://www.paypal.com/uk/smarthelp/topic/MY_ACCOUNT

How can I get a refund for my credit card, debit card or PayPal account?

A full or partial refund will be provided depending on the circumstances. Please contact the store directly using the details found on your Order Confirmation email to discuss your order and to make arrangements for any refund.

Why are some items less expensive in-store than when I purchase them online?

Some of the discounts available in stores are currently not available as part of our Online Ordering system. Each Subway® store is independently owned and operated, and the discounts offered are often store specific. We are working to ensure that all discounts are incorporated into our online ordering platform in a future update.

How do I dispute an online order payment?

All Online Orders payments are completed using the PayPal payment platform. Disputes for payments are handled by following PayPal’s dispute resolution procedures. See the related PayPal FAQs here for more information: https://www.paypal.com/uk/smarthelp/topic/PAYMENTS.

Will I be able to print a receipt after I place my order?

Yes, you will receive an Order Confirmation email with your order details and a link to download and print a VAT receipt. Be sure to note your order number on your Order Confirmation email. You will need your order number to collect your order. You will not be given a second receipt when you pick-up your order.

My payment-related question hasn’t been answered by the FAQs.

If we have not been able to answer your question from the FAQs please check the PayPal FAQs site here: https://www.paypal.com/uk/smarthelp/home