Frank Green customers using the company’s paywave feature will have to bring their wallet or phone with them when they have coffee starting November 30.
The company quietly began rolling back its nifty paywave feature by pulling the compatible products from the shelves.
It then sent an email to customers who had the relevant products to let them know it would be deactivated soon.
This feature allowed people to easily scan their reusable cups and bottles at the checkout to pay for their morning coffee.
It used the Visa Pay Wave system and was linked to the Frank Green payment app that customers could download to their phones. Each customer could load up to €400 onto the app; €25 was the minimum top-up amount allowed.’
The app allowed customers to manage their balance so they always had a way to pay for their morning or afternoon brew.
The company first announced Frank Green Pay on their website in 2015, and in 2017 they created a video celebrating the ‘next generation’ of the tap-to-pay system. But the announcement to cancel the product was much quieter: an email was sent to those who use the service or have purchased a compatible cup and registered their details.
“We wanted to take a moment to share some important news about the Frank Green Pay service. Unfortunately, this service will end on November 30, 2024,” the email said.
The paywave feature will stop working on November 30
‘We want to ensure that you fully enjoy your experience with us, so please take the opportunity to use the credits currently in your account before the deadline. After November 30, any remaining credits will no longer be valid and will be refunded to your account.’
Cups with the Frank Green Pay chip were dubbed ‘smart mugs’ by one customer who noted they’re going to ‘get a lot dumber’ in December.
She also noted that it would only be devastating news for herself “and the other hundred” people who use the feature.
The tap-to-pay feature was rolled out before there were so many different card-free options to pay for things.
Now most people access payments through their mobile phones and smartwatches.
‘To help us better serve you during this transition, we kindly ask that you do not top up your account. This allows us to keep everything organized and ensure you get the most out of your existing funds,” the email said.
The Frank Pay app has been criticized with negative reviews over the years.
“Great cup, but I won’t use the payment feature due to costs,” said one customer.
The paywave reach has been discontinued, although the website still has its core reach
‘Save yourself the costs and just buy a normal coffee cup, without a payment function. Paying 3% extra just to pay with the cup is ridiculous when I can tap on my phone for free.
‘The app is clunky and requires a login to check your balance, meaning I have to check it at home or pick up my phone. I don’t like that you can’t just register a credit card (like on a phone) and be charged the exact amount.
‘What happens if there is still €2 in the account and you can only top up with €25? It forces additional expenditure. Complete waste of money.’
The cups were always slightly more expensive than the chip-free models.
“I love the cup and the idea of it, but I might as well just pay with my phone and save a few cents every time,” said another shopper.
A third echoed this sentiment: ‘The cup is a smart idea and I love that it’s environmentally friendly, but sucking money away from customers is not the way to run a good business. The cup is already expensive. There is no moral justice in billing your customers every time they top up.”
The app had a rating of only 2.2 in the Apple App Store.