Help Center

Business & Payments

Linking Your Card

What kind of credit cards can I link?

Currently, Franki supports:

1. Visa credit cards
2. Mastercard credit cards

American Express and Discover are not supported at this time.

Can I link a debit card?

Not at this time. Olive’s tracking integration only supports credit cards. This enables faster and more secure cash back processing. For purchases made with debit cards, you have the ability to upload a purchase receipt to eligible businesses to earn cash back rewards.

How do I link additional cards?

Only one (1) connected card may be active at a time. In an effort to prioritize the speed and reliability of cash back rewards, Franki currently only supports one active credit card per user.

Can I change which card is linked to Franki?

Yes! You can switch your linked card anytime in the Card Management screen. To do so, you’ll have to remove the existing card and add a new one.

From the Franki home page, go to your wallet, then select the card icon in the top right corner to manage your cards.

Do Apple Pay or Google Pay purchases count?

Yes — but you will need to make sure the card you used on your Apple or Google Pay account matches the card linked on your Franki account.

Payouts & Withdrawals

How do I withdraw my rewards?

Go to your Franki wallet, ensure you have a connected bank account or debit card, and click the “Withdraw” arrow at the top of your wallet overview to initiate a transfer.

Why do I need to connect a bank account if debit cards don’t earn rewards?

Your bank account is used for withdrawing your rewards, not for earning cash back. You will still connect a valid bank account securely through Plaid to withdraw rewards.

Business Inquiries

How can my business partner with Franki?

Franki partner businesses can offer exclusive cash-back incentives, get featured in videos, and gain exposure with Franki users. Email business@frankiapp.com to learn more.

Safety & Security

Why do you need my credit card?

We're only able to reward cash back for select offers once you've securely shared your card information with us via Olive. When you're dining out, simply pay with the card you have connected to Franki. Once you make your payment, our system will receive a notification in order to process the rewards to your Franki Wallet.

We'll never sell or share your personal information. We use Olive, an industry-leading security software to make sure your information stays safe and anonymous.

How do you keep my information safe?

Franki uses Olive to securely connect your card for reward tracking.

Olive is an official partner of payment companies such as Visa and Mastercard and uses end-to-end encryption to ensure your credit card information is not stored. Franki will never store your full card number, and your card information is protected using industry-standard encryption and security practices.

For more information on Olive’s terms of service, visit: https://www.oliveltd.com/legal

Receipt Submission

Why do some businesses require receipts for cash back rewards instead of automatic card tracking?

Some businesses are currently not eligible for automatic tracking through credit card transaction data. In those cases, Franki uses receipt submission so you can still earn rewards. Receipt rewards are calculated based on the original purchase total, before any tips are calculated.

How do I know if a business requires a receipt?

If receipt submission is required, it will be clearly labeled in the offer details when you activate the offer.

How do receipt rewards work?

If an offer requires a receipt:

1. Activate the offer before your purchase
2. Complete your purchase
3. Follow the in-app prompts to upload your receipt

Please note, receipt rewards will be applied to the original purchase total before any tips are calculated.

Duplicate receipt uploads, either from the same user or different users, and AI generated receipts will not be accepted. Duplicate or AI generated receipt uploads may result in account suspensions or bans.

How long does it take to get rewards from a receipt?

Receipt rewards may take longer than automatic credit card rewards as these need to be manually reviewed. Most receipts should be reviewed and processed within 1-2 business days from when you upload your receipt.

What information must be visible on my receipt?

Your receipt should clearly show:

• Business Name
• Business Address
• Date and Time of Purchase
• Total Purchase Amount
• Purchase Method (Card Network + Last 4 Digits)

Why was my receipt rejected?

Receipts may be rejected if:

• The business name or total is not visible
• The receipt is blurry or incomplete
• The purchase date is outside the eligible time frame
• The offer wasn’t activated before purchase
• The receipt doesn’t match the offer requirements

Can I upload a receipt later?

You will need to upload your receipt within the timeframe listed on the offer to be eligible for rewards. Timing and rewards may vary by offer.

What if I forgot to activate the offer before paying?

Rewards cannot be applied retroactively. You must activate the offer before purchase to qualify.

Can I upload multiple receipts to one activated offer?

Only one receipt is accepted per activated offer. Just like regular rewards redemptions, each transaction needs its own corresponding cash back offer. Making multiple purchases at the same business? You can “mark an offer as used” and then re-activate the offer to make sure all purchases are eligible to receive rewards before you upload additional receipts.

Troubleshooting

Why didn’t my cash back track?

This can happen if:

1. The offer wasn’t activated before purchase
2. The purchase is still processing
3. The merchant processed the transaction differently than expected
4. The payment was made through a third party (like PayPal or delivery apps)

If your cash back doesn’t appear after 5 business days, reach out to support.

What if my purchase was eligible but didn’t track?

If the offer supports receipt submission, you may be prompted to upload a receipt. If not, contact support@frankiapp.com and we’ll help investigate.

Who do I contact if I need help?

If you have questions or something doesn’t look right, contact Franki Support through the app or directly by emailing support@frankiapp.com