Frequently asked questions
General
Double check to make sure the answer to your question isn’t answered here already – if not, feel free to reach out to the Community support team at community@loopearplugs.com. You can also use the Help button within the Community app.
The dedicated Loop Community support team is available to answer your questions Monday to Friday, 9:00 AM – 5:00 PM CET.
We’ll get back to you within 48 hours.
For all product and order related questions, please get in touch with our Customer Happiness team at hello@loopearplugs.com. They'll be more than happy to help you out with all your questions about Loop products and your order. Please note they're experiencing an influx of emails so their reply may be slower than normal.
Sorry to see you go! You can delete your Loop Community account via the Security and Log In section within your app profile.
Due to the busy festive period, some orders may be delayed. But rest assured, we’re doing everything possible to get your order with you before the holidays.
Take our quiz to choose the perfect earplug. If you have more product related questions, you can always reach out to our Customer Happiness team at hello@loopearplugs.com.
Unfortunately, we can’t apply any promotional discounts to orders placed before the promotion went live. But to avoid missing out next time, sign up for our newsletter to be first to hear about any upcoming sales, drops and promotions!
Your Loop Community account is separate from your Loop Shopify account, which means that you could possibly have two different e-mails and passwords for these accounts. We recommend using the same email address for both accounts, so that you can automatically earn your credits when you place an order.
Using the app
Click Edit profile to access your profile page. There you’ll be able to edit your profile picture.
Not a problem! The Community Info page covers all the information included in the welcome message.
Earn credits by completing challenges as you progress through the different community tiers. The more credits you earn, the more challenges you’ll unlock. We will frequently introduce new rewards and challenges so that you can earn more credits to unlock those tier rewards. Credits cannot be used as discounts or to purchase new Loop products.
The total number of credits you have is shown next to your name.
At the top of your profile, you’ll see a progression bar. Directly above this bar you’ll find the number of credits you need to level up.
Hashtags are not case-sensitive, but they do need to be spelled correctly – otherwise we won’t be able to find them!
We recommend using the Copy button provided with challenge instructions to ensure hashtags are formatted and spelled correctly.
On the main menu, click Rewards. You’ll also be able to see which rewards you’ve received from leveling up!
In order to receive points for your order, your in-store email address must match your Loop Community email address. You will then automatically receive the credits in your Notifications within the Community app. For every €1 spent on our Shopify store, you earn 5 credits. Purchases made outside of our Shopify store are not eligible to receive order credits.
Loop Lab lets you give feedback on new products through product surveys. These surveys can take the form of challenges within the Community, with rewards like Community credits, giveaways or prizes.
You can log out of your Community account by scrolling all the way down in the Community app and clicking on “log out”.
Unfortunately, order credits won't be received for purchases made on or before October 1, 2022.
You can update your password within the app by clicking on Settings and then Update password. If you forgot your password, you can always click on Forgotten password on the Community login page.
You can modify your email address within the app by clicking on Settings, Email address and then Change.
Challenges
This means that your attempt at completion was rejected. Don’t worry, though! You can check the possible reasons for this under rejected submissions.
This means that your attempt at completion was rejected. Don’t worry, though! You can check the possible reasons for this under rejected submissions.
This means that this is a repeatable challenge – meaning you can complete it more than once. The number of times you’re able to complete a challenge may vary (e.g. once per week), and this information will be provided within individual challenges.
There are a few reasons why we may not have been able to recognize your Instagram post:
- Please ensure your account is set to public. Our platform automatically scans and retrieves information from Instagram, but this only works with public profiles. After the challenge has been approved, you can reset your account to private without losing any points.
- Double check that you’ve included ALL the hashtags required by a specific challenges. Also, hashtags must be included in post captions rather than in the comments section in order for the post to be recognized. See also hashtag usage tips.
- Please make sure that the post you’re submitting is brand new, as the system may not pick it up if it’s too old.
There will be a set number of times that you can complete a repeatable challenge. This information can be found within the challenges themselves.
Don’t worry! It’s good to regularly check back in to see what new and exciting challenges are available. We add new challenges every two weeks.
Loop Community members span the globe – so we won’t always be able to cater to everyone, unfortunately. But we work hard to curate a wide variety of challenges so that everyone has something to do!
There are a few reasons why we may not have been able to recognize your Instagram post:
- Please ensure your account is set to public. Our platform automatically scans and retrieves information from Instagram, but this only works with public profiles. After the challenge has been approved, you can reset your account to private without losing any points.
- Double check that you’ve included ALL the hashtags required by a specific challenges. Also, hashtags must be included in post captions rather than in the comments section in order for the post to be recognized. See also hashtag usage tips.
- Please make sure that the post you’re submitting is brand new, as the system may not pick it up if it’s too old.
The short answer: unfortunately not. Posting on Facebook requires that you create your own content, making sure to include all necessary tags and/or hashtags.
Referrals
Find your referral link under the Community Info page. A purchase made using this link will automatically apply the 15% discount code at checkout, be sure to double-check it has been applied before paying!
Every Community member has a personal referral link – worth 15% off for friends and family. Each time a purchase is made using your code, it counts as a referral. And for each referral milestone, you get to claim a reward.
- Refer 1 friend to earn 150 Community credits
- Refer 5 friends to earn a €30 Loop gift card – the equivalent of one pair of Loops!
- Refer 15 friends to earn a €100 Loop gift card and a one-on-one with a key leader in Loop’s organization, to get the full scoop on all the exciting stuff we’re working on.
Sorry about that! Please contact the support team at community@loopearplugs.com with a screenshot of what you’re seeing so we can provide further assistance.
Within the community, referral milestones are: 1, 5 and 15 friends referred. Your first referral credits and gift cards will be available under the Challenges page once your first friend makes an order and receives it.
You can track your referral progress under the Community Info page. Simply click on "order history" in the referral section on the page. As soon as your friend's order is "complete" it will be marked under "status."
On 31 March 2023, our partnership with ReferralCandy is coming to an end. And Loop’s got a new referral system for friends & family. After 31 March 2023, your ReferralCandy code will stop working. ReferralCandy users won't receive retrospective rewards for their milestones – you'll be starting over to build towards the exciting rewards in our new system.
Don’t worry – all credits for past referrals still count. Though gift cards earned for past referrals must be used before 31 March 2023. You won't receive retrospective rewards for the milestones you reached previously. The number of friends you've already referred will count towards your referral progress, so you can continue to work towards the next milestone.