Insider Reward Loyalty Program FAQ

Insiders scheme

Insider Reward Loyalty Program FAQ

Why are you changing the program?

We’ve listened to your feedback and have made improvements to make things simple and easy so you get more out of being a member

We’re talking:

  • We’re giving you more deals, bonuses and rewards for buying the stuff that you love at Total Tools.
  • We’re giving you more brands to redeem your Insider Points on – not just our exclusive brands.
  • We’re giving you more time to use your points before they expire, plus you no longer need to reach a minimum spend to unlock your dollars!
  • Look forward to more benefits the more you spend.
  • And we’re getting a new name – Insider Rewards!

Plus, you’ll still be first to hear about all the latest news and products from Total Tools, score invites to our famous Insider trade night, get access to digital receipts for the tax man and more!

When is the new ‘Insider Rewards’ loyalty program starting?

The new Insider Rewards program including the benefits, changes to the way you earn and redeem points, the way points expire and new membership tiers will come into effect on Wednesday 1st November 2017.

What will happen to my current Insider Dollars?

You can continue to earn and redeem eligible Insider Dollars as you do now until Tuesday 31 October 2017.
All Insider Dollars will expire on Tuesday 31 October 2017 and will be unable to be used from 1 November 2017.
~Eligible points are points obtained as an Insider+ member. You must be opted in to SMS or email and have provided a valid email address or mobile number to earn and redeem Insider Dollars 

How can I check how many Insider Dollars I have now?

By downloading the Total Tools Insider app, you can keep track of your Insider points balance and your membership tier.
Or, ask a staff member at your local Total Tools store to check your account. 

How can I redeem my Insider Dollars?

Become an Insider+ member by earning 50 Insider Dollars and redeem them on a range of tools from our exclusive brands at any Total Tools store or on any of our app-only redemption items! Our exclusive brands are: Aeropro, Detroit, Guardall, HRD, Ironair, Mastercraft, Michigan, Saber and TTI

What happens to my current membership?

Your Insider membership tier and benefits will stay the same until 31 October 2017, unless you move up to an Insider+ based on your spend with Total Tools between now and then, which means you’ll get to redeem your available Insider Dollars.
From November 1 2017, we’ll update your profile with your new membership tier and you’ll start earning and redeeming Insider Points under the new program terms and conditions. 

What about my transactions and receipts?

All your transactions and purchase history will remain under your membership. You’ll still be able to access digital receipts easily from the Total Tools Insider App or you can ask a team member instore to help you out.  

What do I need to do from now until November 1, 2017 when the new program starts?

Keep shopping as normal. Make sure your profile is updated with your email address – most of the updates about the new program will be communicated via email.
Don’t forget to identify yourself as an Insider or present your barcode via the Total Tools Insider App when shopping instore, or login when shopping online so you don’t miss out on any getting any points!

How will I earn points with Insider Rewards?

With ‘Insider Rewards’ you’ll earn 1 point for every dollar* you spend on qualifying transactions instore and online at Total Tools (excluding Festool and Gift Cards). From time to time, you’ll also earn bonus points with member-only deals and exclusive offers.

 $1 spent* = 1 point
100 points = $1 to redeem instore across a huge range of Total Tools products. There is no minimum to earn or redeem.

Make sure to identify yourself as an Insider or present your barcode via the Total Tools Insider App when shopping instore, or login when shopping online so you don’t miss out on any getting any points!

*Conditions apply. Excluding Festool and Gift Cards.

Who do I contact if I have questions about my membership?

For any questions regarding your membership, you can ask the staff at any Total Tools store or contact us on [email protected]
Or you can check out the FAQs for the current Insider loyalty program here: http://www.totaltoolsinsider.com.au/index.php/insider-faqs/

Where can I find the Terms and Conditions?

The amended Terms and Conditions will be available here on 1 November 2017.
The existing Terms and Conditions are here: http://www.totaltoolsinsider.com.au/index.php/terms/

INSIDER APP

What is the Insider app?

The Insider app will allow you to keep track of your Insider Points and membership status. You can shop the latest products, find your local Total Tools store, export your invoices and keep up to date with the latest tradie news.

What devices support the Insider app?

The Insider app is supported by Apple and a selection of Android smartphones.

How do I download the Insider app?

For Apple users:

The Insider app can be downloaded from the Apple App Store. Ensure you are using the latest version of iOS on your smartphone and that you have a network connection before downloading the Insider app.

For Android users:

The Insider app can be downloaded through the Google Play Store. Ensure you have the latest Android platform installed on your smartphone and that you have a network connection before downloading the Insider App.

How do I login to my Insider account on the app?

Existing Insider Members:

If you already have an Insider account, select the ‘log in’ button on the app and enter your mobile number or email address.
You will then receive a code to the channel you signed in with to enter into the app.
If you have any issues logging into the app, please email [email protected] with your full name, mobile number and email address.

I can’t login to the app because I have multiple accounts, how do I fix this?

If you receive an error message on the app that you have multiple accounts, please send your full name, mobile number and email address to [email protected]

Do I need to be a member to use the Insider app?

To view and use all functions of the Insider app, you will need to join the program.

Are all of my transactions saved?

Yes, with the new Total Tools Insider mobile app, all of your receipts will be digitally saved so you won’t have to worry about losing them. It will also make it much easier for you to gather all your purchase records during tax time.
The app will only show invoices from July 2015 onwards. If you require an invoice before July 2015, please contact the Total Tools store where you made your purchase and request it to be emailed to you.

How do I export my invoices?

To export your invoices, select the invoice you need, then press the envelope icon on the top right corner of the page. This will then open up a blank email with a pdf of your invoice attached.
Enter the email address you would like to send it to and send.
You must have the native mail app installed and configured on your phone to be able to export your invoices. Unfortunately, you cannot send your invoices using 3d party apps such as Gmail or Outlook.

I can’t see all of my invoices on the app, what do I do?

If you believe you should have more invoices on your app than you can see, please email [email protected] with your full name, mobile number and email address.
Please keep in the mind that receipts for purchases made before July 2015 will not appear on the app. If you require invoices before July 2015, please contact the Total Tools store where you made your purchase from.

I redeemed a product on the app, how and when will I receive it?

For products redeemed on the app, the local store that you select to collect it from will contact you once it arrives in store.
Please allow up to 6 weeks for redemptions to be available for collection.