The Velvet Room FAQ’s
How do I leave feedback for my order?
To leave feedback for your in-restaurant purchase or purchase made through the app, you can:
- Open the mobile Velvet Taco mobile app
- Click the menu button in the top left
- Click ‘How was your visit?’.
- From there you can provide a rating and feedback on your order.
Keep in mind, you can only leave feedback if you’ve made a recent purchase. If you are unable to leave feedback through the app, please visit www.velvettaco.com/contact-us. Someone from the Velvet Taco team will be in touch with you soon.
Does my profile work for catering orders?
The Velvet Taco catering channel is not connected to The Velvet Room at this time. To earn rewards, you must sign up through regular ordering.
What is The Velvet Room?
It’s Velvet Taco’s new guest loyalty program. It’s pretty simple – when you sign up, you will get free chips & queso, get a free slice of red velvet cake on your birthday, order eligible purchases through your Velvet Taco app account for “Drive-Up”, “Pick-Up” or “In-Restaurant” dining.
How can I sign up for The Velvet Room?
- Text “velvet taco” or “velvet room” to 43618
- Complete registration in web browser at order.thanx.com/velvettaco
- Download the Velvet Taco mobile app
- Current app users will automatically receive the updated app version when they app store updates.
- Please note there’s no guest check-out option in the app.
If you already have a Thanx account, you will be prompted to sign in via a magic link to their email address.
What are The Velvet Room tiers?
Sign up for The Velvet Room + Link your credit card and get:
- Free Chips & Queso for signing up
- Free slice of Red Velvet Cake during birthday week
- Exclusive news, announcements & invites
Terms & conditions apply
Spend $200 and get:
- 4 free Tacos (1 free Taco applied automatically to account every 3 months)
- Exclusive access to our “Secret” Backdoor Menu
Terms & conditions apply
Spend $400 and get:
- 4 free tacos (1 free taco applied automatically to account every 3 months)
- 4 mystery rewards throughout the year
- Exclusive access to our “Secret” Backdoor Menu
- Achieve WTF VIP Status: Top 5 loyalty members will receive a paid trip to Dallas, TX for them and 1 friend to attend a WTF taste testing.
Terms & conditions apply
Does my tier status expire?
Once you reach a tier, you will maintain status for 365 days.
Do my points expire?
Your tier progress or points will expire at the end of the calendar year if you don’t reach the next tier by 12/31.
Where Can I Redeem my rewards?
You can redeem your rewards through the mobile app and online only. Rewards cannot be redeemed on third party ordering sites (e.g., Uber Eats, DoorDash, Grubhub, Postmates, etc.).
Which Velvet Taco locations participate in The Velvet Room program?
Points can be earned and are redeemable for purchases of food and beverages online or at any Velvet Taco location excluding Assembly Food Hall and Legacy Food Hall.
Will I earn points on delivery orders?
No, points are not earned when orders are placed with a delivery service provider (e.g., UberEats, Favor DoorDash, Grubhub, Postmates, etc.) for pick-up or delivery.
Will I earn points on other non-food purchases?
Points are only earned on qualifying food and beverage purchases made at participating locations. Points will not be earned on the following at this time: Velvet Taco merchandise, catering orders, gift card purchases, taxes, and fees.
How do I redeem rewards?
The Velvet Room is configured for in-restaurant and online redemption, which means you can redeem rewards if you place an order through the mobile app, online, or visit our restaurant.For online and mobile app redemption, you will…
- Add items to cart
- “Apply reward” from the cart
- Discount will be applied automatically
For in-restaurant redemption, you will…
- Order applicable menu item with the Counter Server
- On your account, you will navigate to the Menu -> Rewards -> Redeem reward
- Select “Redeem in store -> select “Redeem my reward now” -> confirm readiness to use -> continue
- The timer will start, and the reward will disappear from your account after 60 minutes or if they select “Mark as Used”
How do I unlock access to the “Secret” Backdoor Menu?
You must be a member of The Velvet Room loyalty program to unlock the “Secret” Backdoor Menu. When you first join The Velvet Room, you will start as a member of the Kick Ass loyalty tier. You will need to level up and reach the Bad Ass or Hard Ass loyalty tiers to unlock the “Secret” Backdoor Menu. You can earn points to level up by ordering qualifying food and beverages at participating Velvet Taco locations. All Velvet Room members who have reached the Bad Ass and Hard Ass loyalty tiers will automatically unlock access to our “Secret” Backdoor Menu online and via the Velvet Taco app.
Can I participate in The Velvet Room if I want to dine-in only?
You can absolutely engage with The Velvet Room as a dine-in only guest. You do, however, need to download the Velvet Taco app, sign-up for the program and link a credit card for loyalty to earn loyalty progress for each dine-in purchase you make. If you decide to link your card, our system will automatically recognize you as a loyalty member just for swiping your card during your dine-in visit. If you don’t want to link your credit card, alternatively, you can upload your dine-in receipts via the receipt upload tool on the app to earn progress towards The Velvet Room tiers.
Lastly, there is a ‘in-store’ redemption option when you are ready to redeem your rewards.
Do my rewards expire?
The signup reward (free chips & queso) expires after 30 days of earning it.
The birthday reward (free slice of red velvet cake) expires 7 days after earning it.
Some rewards will be available for a limited time, which will be stated on the reward.
Can I use multiple rewards at once?
Our current policy limits you to one reward redemption per purchase.
I redeemed a reward, where will I see my discount?
You will see the amount of the discount below the Subtotal of the order on the Checkout screen.
Where can I redeem my reward?
You can redeem your rewards through the mobile app and online only. Rewards cannot be redeemed in-restaurant or on third party ordering sites.
What are the terms for my Free Chips & Queso sign up reward?
Offer valid for one (1) one Chips & Queso for dine-in or take-out. No purchase necessary. Valid for 30 days at any Velvet Taco excluding Assembly Food Hall and Legacy Food Hall. Redeem at velvettaco.com, Velvet Taco mobile app, or show your offer to a Team Member at the time of check out. To redeem online or mobile app, add Reward to your cart and apply reward at checkout. Cannot be combined with any other offers. Offer has no cash value and is not valid with third-party take-out services.
What are the terms for my free slice of red velvet cake birthday reward?
Offer valid for one (1) one slice of Red Velvet Cake for dine-in or take-out. No purchase necessary. Valid for 7 days after your birthday at any Velvet Taco excluding Assembly Food Hall and Legacy Food Hall. Redeem at velvettaco.com, Velvet Taco mobile app, or show your offer to a Team Member at the time of check out. To redeem online or mobile app, add Reward to your cart and apply reward at checkout. Cannot be combined with any other offers. Offer has no cash value and is not valid with third-party take-out services.
What are the terms for my quarterly free taco reward?
Offer valid for one (1) one free taco for dine-in or take-out. No purchase necessary. Valid for 30 days at any Velvet Taco excluding Assembly Food Hall and Legacy Food Hall. Redeem at velvettaco.com, Velvet Taco mobile app, or show your offer to a Team Member at the time of check out. To redeem online or mobile app, add Reward to your cart and apply reward at checkout. Cannot be combined with any other offers. Offer has no cash value and is not valid with third-party take-out services.
How can I win a trip to Dallas, TX to attend a WTF tasting?
The top 5 loyalty members “WTF VIP” will receive a “Trip” to Dallas, Texas for them and (1) one friend to attend a Weekly Taco Feature (#WTF) taste testing. One tasting held per year in Dallas, Texas. WTF VIP members are determined by calendar year (January – December) based on overall total spend through The Velvet Room® loyalty program, at Velvet Taco restaurants excluding Assembly Food Hall and Legacy Hall. Results will be communicated to the winners in January for the prior year via email. Trip package includes round trip, coach-class air transportation for two (2) from an international airport near WTF VIP member’s home to Dallas Love Field or DFW Airport; two nights’ accommodations at a hotel determined by Velvet Taco in its sole discretion (single room, double occupancy); $250 prepaid gift card that may be used for spending money; a $100 Velvet Taco digital gift card. ARV: $1,200 per Trip
Why can’t I link my credit card for in-store purchases?
When you enroll a card for in-store purchases we send the card number directly from your phone to the card network (Visa, MasterCard, Amex) and they enroll it. They then notify us that your card was enrolled (they don’t send us the card number itself).
When you attempt to add a card, it’s possible that the card network will reject it, and the messaging returned as to why can be somewhat vague for security purposes. Here are some reasons that may result in your card being rejected:
Your card is already enrolled. This often happens when two people share a card. It also often happens when you already have an account (for example, you signed up a month or two ago and then signed up again accidentally). If you suspect you may have two accounts, reach out to our support team so we can assist you.
Your card has expired. If your enrolled card has expired and you try to enroll a new card with the same card number, your new card will be rejected. Once you remove your expired card from your account, you will be able to enroll your new card.
Your card is not supported. We do not currently accept Discover cards or Apple Cards. Some Visa, MasterCard, and Amex cards may be rejected if they are pre-paid, corporate, or issued outside the US. This isn’t up to us; it’s the policies of the card networks. If you use a card that you are unable to enroll to your account, please submit your receipts through the app and we’ll make sure to credit your account.
As always, feel free to contact our support team for assistance.
How do I add or delete cards for in-store purchase?
To add a new card or to delete your linked cards, go into the menu in the upper left corner of the screen, and find the ‘Registered Cards’ section.
Click on ‘Edit’ in the upper right corner and from here you will be able to delete your linked cards.
Click on ‘Add a new card’ at the bottom of the screen to add your card. You can either scan your card for quick linking or you can manually type in your card number.
Do you store my credit card information?
No. We neither store nor see your credit card information. When you link your card for in-store transactions, your card number is encrypted and sent directly from your phone to Visa, MasterCard, or AmEx. They mark your card as enrolled and send us a notification when you use it to make a purchase at a Velvet Taco location.
When you make a digital purchase, your card information is stored in a payment vault for re-use on future orders. It is stored in a manner – tokenized and encrypted – that is unreadable to Thanx – we do not see or know your card number. When you use that card to make purchases, your card is sent securely from that vault to Velvet Taco’s ordering platform for processing.
Do you share my personal information?
No. We don’t share your personal information (your name, your email address) with anyone.
How do I change my email/password?
The app uses a passwordless log-in experience, so you do not have a password to log in. To change your email address, click the menu button in the top-left corner of the main screen and then click ‘Account’. On your account page, you will be able to edit your email address.
Who powers your loyalty program and mobile app?
Our loyalty program and mobile app is powered by Thanx. View the Thanx Terms.