FAQs - SATA Loyalty Program coins and more

FAQs - SATA Loyalty Program coins and more

General questions

What is the SATA Loyalty Program coins & more?

With the SATA Loyalty Program coins & more, SATA rewards loyal customers with SATA coins that can be exchanged for valuable rewards.
SATA coins are collected by scanning a Loyalty QR code located in a shrink-wrapped booklet on the packaging of SATA RPS multi-purpose cups.
During selected periods, customers benefit from promotions exclusively for participants of the SATA Loyalty Program coins & more, for example additional coins with every scan, reduced SATA coin prices in the SATA Loyalty Shop or raffles featuring exclusive prizes.

How does the SATA Loyalty Program coins & more work?

Participants can register for the program via the SATA Loyalty App. The app can then be used to collect SATA coins that can be redeemed for rewards in the SATA Loyalty Shop, which is included in the app.

SATA coins are collected by scanning a Loyalty QR code located in a shrink-wrapped booklet on the packaging of SATA RPS multi-purpose cups.

Who can participate in the SATA Loyalty Program coins & more and collect SATA coins?

Anyone purchasing a SATA product associated with a reward or employee of a company purchasing products associated with a reward can participate in the SATA Loyalty Program coins & more. The participant or the company must be domiciled in a country (see below) where the program is offered. As an employee, a participant also requires the consent of his/her employer in accordance with the conditions set out in the terms and conditions of participation.
Only natural persons who are at least 18 years of age are eligible to participate.

Where is the SATA Loyalty App available?

You can download the SATA Loyalty App here:
Google Play Store
Apple Store

Is the use of the SATA Loyalty App free of charge?

The use of the SATA Loyalty App is completely free of charge.
You can download the SATA Loyalty App here:
Google Play Store
Apple Store

In which countries is the SATA Loyalty App available?

The app is available in the following countries:

Germany, Austria, Switzerland, USA, Mexico, Canada, Italy, Spain, France, Great Britain, Ireland, Czech Republic, Slovakia, Belgium, Netherlands, Australia, Denmark, Finland, Sweden, Norway, Poland, Luxembourg, Croatia, New Zealand and Portugal.

In which languages can the SATA Loyalty App be used?

The app is available in the following languages:

German, English, Spanish, French, Italian, Dutch, Portuguese, Polish and Czech.

What kind of rewards are available in the SATA Loyalty Shop?

A wide range of rewards awaits you. Choose from over 500 rewards in the categories Home & Garden, Electronics, Tools, Vouchers, Sports & Leisure or from a great variety of SATA products.

How can a company be excluded from the SATA Loyalty Program coins & more?

If you don’t wish yourself or any of your employees to participate, your company can waive registration and carry out a general deregistration via SATA, which will exclude all employees in your company from participation. 

What happens to participants' personal data in the SATA Loyalty App?

SATA uses the registration data for the purpose of carrying out and managing the program, in particular for SATA coin registration and the sending of rewards The legal basis for the data processing is Article 6 Paragraph 1 Letter f) GDPR.

Once you’ve completed your registration, you will also be assigned an individual user ID, which will be retained even after logging out, for statistical reasons.

For detailed information on data processing, please refer to Data Protection, section 11 n.

How can I obtain SATA RPS multi-purpose cups?

You can purchase SATA RPS multi-purpose cups from your SATA dealer or order them directly online.
Current country shops for Germany, Austria, Italy and UK can be found here:

https://www.sata.com/de-de/shop/
https://www.sata.com/de-at/shop/
https://www.sata.com/it-it/shop/
https://www.sata.com/en-gb/shop/

For how long does the Loyalty Program run?

The Loyalty Program will run indefinitely. If it should become impossible for SATA to continue the Loyalty Program, SATA can terminate it with 4 weeks’ notice. After this notice period, SATA coins can no longer be collected, but you still have 6 months to redeem SATA coins for rewards.

Help topics / Scanning a QR code & SATA coins

How do I scan a QR code with the SATA Loyalty App?

You need the SATA Loyalty App to collect SATA coins. It is available in the App Store and the Google Play Store.

You can download the SATA Loyalty App here:
Google Play Store
Apple Store

Sign in to the app with your personal details and you're all set to go.

There is a shrink-wrapped booklet on the outside of each RPS multi-purpose cup box. Open this to reveal the Loyalty QR code.
Next, start the scan function in the app (scan icon in the tab bar below), confirm that you have permission to scan and hold the camera over the QR code. It is recognised automatically, and you will be credited your SATA coins.

I can’t scan a QR code

If a QR code can’t be scanned, this can be due to various reasons:
1. You may not be scanning the correct QR code.
There is a shrink-wrapped booklet on the outside of each RPS multi-purpose cup carton. Open this to reveal the correct Loyalty QR code.

Please note that there may be a booklet on the outside of the pallet. The QR code inside is invalid.

There is also a QR code on the front of the booklet. This is not part of the SATA Loyalty Program coins & more and can’t be scanned.

2. The QR code has already been scanned and the SATA coins have already been awarded.
Please note that each Loyalty QR code on RPS boxes can only be scanned once.

3. There is a technical problem.
Please send a photo of the front of the booklet and a second photo of the inside with the Loyalty QR code by e-mail to loyalty@sata.com. The SATA Loyalty Team will review your case and credit any applicable SATA coins.

My box of SATA RPS multi-purpose cups doesn’t have a booklet with a QR code.

Please e-mail a photo of the box along with the invoice, quoting the retailer name, to loyalty@sata.com. The SATA Loyalty Team will try to resolve your case and credit any applicable SATA coins.

The QR code of my box of RPS multi-purpose cups has already been scanned without authorisation.

Please send a photo of the front of the booklet and a second photo of the inside with the Loyalty QR code of the booklet along with the invoice indicating the retailer by e-mail to loyalty@sata.com.

If you are the purchaser or are authorised by the purchaser to scan these codes, you can contact SATA and you will be credited with the SATA coins for the respective boxes. The participant who scanned the codes without authorisation will be excluded from the program.

Where is the QR Code for the SATA coins?

The correct shrink-wrapped booklet is on the outside of each RPS multi-purpose cup box. Open this to reveal the correct Loyalty QR code.

Open the booklet to reveal the correct Loyalty QR code.

Can SATA spray guns be scanned?

No, SATA paint spray guns are not equipped with a Loyalty QR Code that can be scanned with the SATA Loyalty App.

How many SATA coins can I collect?

A maximum of 25,000 SATA coins can be collected on a SATA coin account. When this maximum is exceeded, no new SATA coins can be scanned until the SATA coin balance has dropped below 25,000 again, for example by reward orders being placed.

How can I tell how many SATA coins have been deducted/credited to my account (score/account)?

Your SATA coin account can be found under Account/SATA coin account.

The SATA coin account balance shows all credits and debits.

What happens to unused SATA coins?

Unused SATA coins expire after three years.

Can I give away, sell or exchange SATA coins?

No, it is not permitted to give away, sell or exchange SATA coins.

Help topics / Orders

How can I order a reward in the SATA Loyalty App?

Click on the "Rewards" link in the app’s tab bar. You can now select a reward in the SATA Loyalty Shop. Please note that all SATA products will be displayed first.

Select "Filter" in the top left corner to display other shop categories. Aside from SATA products, you can choose from the following categories: Home & Garden, Electronics, Tools, Vouchers, Sports & Leisure.

You can also select rewards by SATA coin price or search directly for an item name.

You will get a list of rewards that match your search criteria. For each reward, you will see a red status bar that shows whether you have enough SATA coins to order the reward. If the bar is complete, you can order the reward via the "Redeem” link.

Please note that the "Redeem" button will not be available until you have enough SATA coins.


In the order view that follows, select the order quantity and, if applicable, the version of the reward, e.g. nozzle size of a SATA spray gun, and confirm your order.
You can still change your delivery address first. Use the “Change delivery address” link for this.

Please note that each reward has to be ordered separately. It isn’t possible to order multiple rewards at the same time.
You will also not receive a confirmation e-mail. The order will be listed under Account/Order history, however. You can always call up the current dispatch status here and, after dispatch, the associated tracking number and tracking link for your order. Note: The tracking number and tracking link may not be displayed when ordering a SATA paint spray gun.

Why am I no longer receiving order confirmation e-mails?

With the new SATA Loyalty App, you will no longer receive a confirmation e-mail after placing an order. The order will be listed under Account/Order history, however. You can always call up the current dispatch status here and, after dispatch, the associated tracking number and tracking link for your order. Note: The tracking number and tracking link may not be displayed when ordering a SATA spray gun.

Please note: each reward must be ordered separately. It’s no longer possible to order multiple rewards at the same time.

How can I change my delivery address?

There are two ways in which you can change your delivery address:
1. You can change your data, including your delivery address, under Account/Profile data.
2. Select a reward and order it. In the order view, click on the "Change address" link to access your profile data and change the delivery address.

Please note that rewards can only be delivered to your company address.

I entered the wrong delivery address when I placed my order. What can I do?

Please contact the SATA Loyalty Team at loyalty@sata.com or use the contact form under Services/Contact in the SATA Loyalty App. We will try to have your delivery address corrected.

Please note that rewards can only be delivered to your company address.

Why can't I offer a specific reward? The order button is not being displayed.

You don’t have sufficient SATA coins for the order.

For each reward, you will see a red status bar that shows whether you have enough SATA coins to order the reward. If the bar is complete, you can order the reward via the "Redeem” link.

Please note that the "Redeem" button will not be available until you have enough SATA coins.

When ordering a reward, is there a co-payment option?

Rewards can only be ordered by redeeming SATA coins. A co-payment is not possible.

How long will my delivery take?

Delivery time depends on the reward itself, your availability, the respective parcel service and the recipient’s country. We aim to deliver rewards within the shortest possible time, but unfortunately we cannot always guarantee this.

In the SATA Loyalty App, we tell you the current shipping status for each individual reward under Account/Order history. After dispatch, you can also call up the corresponding tracking number and tracking link here.

Note: The tracking number and tracking link may not be displayed when ordering a SATA paint spray gun.

My reward is damaged. What can I do?

We are very sorry to hear that there is a problem with your reward order. Please contact the SATA Loyalty Team at loyalty@sata.com to notify them of your complaint or use the contact form in the SATA Loyalty App under Services/Contact.

My order did not arrive. What can I do?

First, please check the status of your order under Account/Order history. This is where all your orders are listed with their current status. If the status of the reward is listed as "Shipped", but you never received the delivery, please contact the SATA Loyalty Team at loyalty@sata.com and state the order number and the ordered reward or use the contact form under Services/Contact in the SATA Loyalty App.

I ordered 2 or more of the same item, but only one arrived. What can I do?

In rare cases, a particular item may be in short supply in our inventory. In that case, we will send you the items we have in stock and deliver the remaining items later on.
Please check the status of your order under Account/Order history. This is where all your orders are listed with their current status. If we’ve only delivered part of your order, the status of the reward will be listed as "In process". You will then receive another delivery at a later date.

Help topics / Profile data management

I did not receive a confirmation e-mail after logging in to the SATA Loyalty App.

Please check if the confirmation e-mail may have ended up in your spam or junk folder.
If that is not the case, please contact the SATA Loyalty Team at loyalty@sata.com.

I forgot my password.

SATA has no access to your passwords and cannot provide any information about them. However, you can use the "Forgot password" function in the new app to reset your previous password.

What can I do if I forgot my e-mail address?

The e-mail address is the unique evidence of a customer account in the SATA Loyalty Program coins & more. It cannot be changed and is subject to the highest data protection security requirements.
If you don’t remember which e-mail address you used to register in the SATA Loyalty App, please contact us at loyalty@sata.com. The SATA Loyalty Team will try to reconstruct your access data together with you.

How can I change my consent settings for SATA Loyalty News, SATA Newsletter and/or tracking?

To grant or withdraw consent, please go to Account/Permissions and make your desired adjustments there.

Please note that consenting to or unsubscribing from push notifications can only be done through your device settings.

How is tracking handled in the SATA Loyalty App?

With your consent, we use the Firebase tool by Google Ireland Limited, Gordon House, Barrow Street, Dublin 4, Ireland, in the context of using the SATA Loyalty App coins & more to continuously improve this app, make it more user-friendly and track user activities. Of course, this tool is only used if you have actively decided to opt in.

If you should ever change your mind and no longer wish to have user tracking, you can change your consent at any time, without giving a reason, in the SATA Loyalty App in the Account/Settings section.

Additional information about Firebase can also be found in our data privacy policy.

Can I also use the app without tracking?

You can use the SATA Loyalty App without any restrictions even without giving your consent to tracking.

How can I change the language in which the app is displayed?

You can change the app language at any time via a link below the login or under Account/Select language.

How can I change my profile data?

You can edit your personal data and the delivery address under Account/Profile data.
You can change the language in the app via the start screen before login or under Account/Language.
Your e-mail address and country can only be changed with the help of the SATA Loyalty Team.
Please send a message via the contact form under Services/Contact or by e-mail to loyalty@sata.com.

Help topics / Problems with the app

My SATA Loyalty App no longer works. What can I do?

To be able to switch from the previous SATA Loyalty App to the new one, the previous SATA Loyalty App has been deactivated.

Please update the new SATA Loyalty App on your smartphone as of July 1, 2021. Otherwise, login will no longer be possible and you will not be able to use the functions such as scanning, ordering, etc.

If you do not use automatic app updates, you will have to update the app manually as of July 1, 2021. Depending on which system you use, this is done as follows:

iOS:
1. Open the App Store on your smartphone.
2. Tap your profile icon at the top of the screen.
3. Scroll down to the SATA Loyalty App, then tap on "Update" next to this app. Alternatively, you can tap on "Update all".

Android:
1. Open the Google Play Store app on your smartphone.
2. Tap on "My apps and games” under the three-dash menu.
3. Select the SATA Loyalty App and tap on "Update". 

 

I don’t know how to update an app manually.

Depending on which system you use, this is done as follows:
 
iOS:
1. Open the App Store on your smartphone.
2. Tap your profile icon at the top of the screen.
3. Scroll down to the SATA Loyalty App, then tap on "Update" next to this app. Alternatively, you can tap on "Update all".

Android:
1. Open the Google Play Store app on your smartphone.
2. Tap on "My apps and games” under the three-dash menu.
3. Select the SATA Loyalty App and tap on "Update". 

What can I do if I have other technical problems with the app?

If you encounter any technical problems while registering or using the SATA Loyalty App, you can contact the SATA Loyalty Team via e-mail at loyalty@sata.com. They will work on solving the issue as soon as possible and will provide you with the necessary information.

How can I unsubscribe from the SATA Loyalty Program coins & more?

To cancel your membership, go to "Account" in the SATA Loyalty App, where you will find the "Cancel membership" link below the navigation.

Please note that a cancellation will result in the anonymisation of your data within 24 hours. Your SATA coins will then be irrevocably lost, and your account cannot be restored.

For businesses, the following applies: If you don’t wish yourself or any of your employees to participate, your company can waive registration and carry out a general deregistration via SATA, which will exclude all employees in your company from participation. This can be carried out at WWW.SATA.COM/DE/LOYALTY-NONATTENDANCE.

To contact the SATA Loyalty Team, please send a message from the SATA Loyalty App via the contact form under Services/Contact or an email to LOYALTY@SATA.COM.