Frequently Asked Questions


How do I sign up?
The process is simple! Click on the Smiles banner in the elGrocer app and you will be guided through the sign up process.

Where can I find all my accounts info?
Both your elGrocer and Smiles balance info can be accessed from the Profile menu within the elGrocer app.

Is there a maximum number of attempts to enter the correct OTP?
After maximum three attempts your transaction will be declined and the authentication service will be blocked. There is a period of 24 hours until you can try again the authentification. Only 3 OTP attempts are recognised in one day.

If i have an existing profile in elGrocer app, how can I link it with the Smiles profile to earn and redeem points?
If you have both an elGrocer account and a Smiles account when opening the App, you will see the Earn & Redeem Login Banner. Once you click on the banner, you will be sent to a verification screen. The system will recognise you as Smiles and you will receive an OTP message. After clicking ok and returning to the home screen, in the profile, you will see your existing balance from Smiles.

Can both primary and linked accounts login to elgrocer app?
Primary and Linked accounts are a reference to Smiles accounts not elGrocer. elGrocer supports all Smiles accounts. Each account will access the same smiles balance they have on their Smiles app.

If I have a Business Mobile Number OR a Visitor Line Number OR a SWYP Number OR a Du Number OR an International Number OR any other type, can I still earn and redeem smiles points using elGrocer app?
elGrocer does not distinguish between number types. Any number that can register for a Smiles account can Earn and Redeem points on the elGrocer app.

What are the benefits of this Earn and Redeem program?
With every purchase, you will earn Smiles points that can be used for Grocery shopping, Smiles Food orders, and any other Smiles partner. You can also redeem your Smiles points when you are placing your orders with elGrocer.

Will I receive points for purchases I made prior to creating my rewards account?
Earning Smiles points will start after you have created your elGrocer account and chose to login to your Smiles account from within the elGrocer app.

Will I be able to use Smiles points that I had in my Smiles wallet previously?
Yes

How can I earn points?
Once you have linked your Smiles account with your elGrocer account by clicking on the Smiles banner, you will earn Smiles points with every dirham spent on the elGrocer app. Every AED 1 spent will earn 1 Smiles point. You can also earn points through many other ways through the Smiles App.

How are my points determined?
For each AED 1 spent on elGrocer, you will earn 1 Smiles point.

If I will use a promo code how will the Smiles points be calculated?
When using a promo code, you will earn the points on the amount paid after the discount. For example you have a bill of AED 100 and you are using the code NEW10 for AED 10 off on your purchase. Upon introducing the code, you will pay AED 90 ONLY and you will EARN 90 Smiles Points.

When I will pay with my Smiles Points, will I still Earn points?
When selecting to pay the order with Smiles points, you will NOT earn Points. When redeeming points, the earn feature does not apply. In a transaction you can either EARN or REDEEM.

Is there a minimum order amount to checkout using Smiles points?
There is no min order value to use the Smiles Points. However certain stores have a minimum amount to place the order. So, at this moment you need to have the entire amount for your order in Smiles points.

How can I redeem my points at checkout?
At the Checkout page within the elGrocer app, you will be presented with your Smiles balance. You can choose to purchase your elGrocer order by using your existing Smiles balance.

Can I use Smiles points to pay part of the bill?
Initially, partial redemptions are not allowed. You will need to purchase the full basket using your Smiles points.

Can you pay 200AED bill with 200 Smiles points that you earned buying 200 AED on elGrocer?
No. You earn 1 point with every 1 AED 1 spent. BUT it takes around 111 points to pay for 1 AED worth of groceries. It's as if you are getting a 1% cash back on your purchases.

Do my points expire?
All your Smiles points are governed through the terms and conditions stated in the Smiles App.

How can I redeem my points on Smiles? Or is the balance on Smiles and elGrocer equivalent? Or If I pay with my Smiles points on elGrocer will my balance on Smiles app decrease? Respectively, if I earn points on elGrocer will I see my points added to elGrocer wallet?
Your Smiles balance is directly connected with your elGrocer app. If you earn points by ordering and receiving elGrocer groceries, the points will be reflected on your Smiles App balance. If you redeem any points on the elGrocer app, the points will be reduced automatically from your Smiles balance within the Smiles App.

I've redeemed points with my last purchase, but now I want to return it. What will happen to my reward? Or if payment failed? Or in case of substitution?
If an elGrocer order placed using Smiles points is canceled for any reason, the Smiles points will be returned to your Smiles balance.

What is the buffer time to receive the Smiles points after the return?
48 hours

If I will use a promo code? How will the Smiles points be calculated
When using a promo code, you will earn the points on the amount paid after the discount. For example you have a bill of AED 100 and you are using the code NEW10 for AED 10 off on your purchase. Upon introducing the code, you will pay AED 90 ONLY and you will EARN 90 Smiles Points.

When I will pay with my Smiles Points, will I still Earn points?
When selecting to pay the order with Smiles points, you will NOT Earn Points. When redeeming points, the earn feature does not apply. In a transaction you can either EARN or REDEEM.

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