Koi Club FAQs

The Sushi Sushi app is available on the Apple App Store and Google Play Store. Search “Sushi Sushi” and install the app, or by scanning the QR code in store.

Yes. You can earn Koi points without registering, but you must register your account to redeem rewards or benefits. If you don’t complete registration, you won’t be eligible to redeem rewards offered under the Sushi Sushi Koi Club.

You earn 1 Koi point for every $1 spent in-store or via the Sushi Sushi app. Every 10 Koi points equals $1 off your purchase. Dollars can be redeemed in-store or in-app once your account is registered.

Open the app and scan your Koi Club at the counter before you pay. Once scanned, points will be added to your account.

Points are added automatically when you are logged in and the order is completed.

Please contact Customer Support at customerfeedback@sushisushi.com.au as soon as possible with the store location, date and time of purchase by sharing your receipt or transaction details.

Check that you were logged into the correct account, the purchase was completed, you scanned before paying for in-store purchases and allow up to 24 hours for points to appear. If they are still missing, contact support with receipt details.

No. Points are only earned on in-store purchases with scan and orders placed directly through the Sushi Sushi Koi Club app.

Points apply to eligible purchases made via the Sushi Sushi app or in-store with scan, unless otherwise stated. Some large or corporate orders may be excluded.

If a purchase is refunded or reversed, the points or reward dollars earned from that transaction may be removed from your account.

You can redeem in-app at checkout or in-store by scanning your Koi Club card and advising the team you would like to redeem.

Yes, rewards can be redeemed both in-store and in-app at participating locations.

Yes. If your reward dollars don’t cover the full amount, you can pay the remaining balance using another payment method.

Only one reward can be applied per transaction.

Rewards typically apply to eligible menu items. Add-ons or extras may be excluded depending on the offer, and eligibility will be shown at checkout.

Common reasons include not being registered or verified, not having enough points, the reward being expired, item exclusions, or temporary store unavailability. If you’re unsure, contact Customer Support.

Rewards are available at participating Sushi Sushi locations in Australia. Some stores may temporarily have app redemption unavailable.

Open the app and tap Log In using the email address or mobile number you registered with and your password. Tap Forgot Password if needed.

Check your junk or spam folder and search for “Sushi Sushi” or “Koi Club”. Tap Resend verification in the app. If it still doesn’t arrive after 10 minutes, contact support at https://www.sushisushi.com.au/contact-us.

We recommend one account per person, as multiple accounts can cause missing points or rewards not appearing correctly. If you think you’ve created another account, contact support.

In most cases, yes. Contact support with both email addresses or phone numbers and they will advise the next steps.

You can update your details in the app under Account, Settings, and My Details. If you can’t access your old contact details, contact Customer Support.

Yes. You can still earn points and use the app, but providing your birthday helps with account verification and birthday offers where applicable.

Yes. Account deletion can be requested via Customer Support. Deleting your account permanently removes points, rewards and tier progress, and these cannot be restored.

Yes. You can select a future pickup time during checkout.

Once an order has been submitted it cannot be changed or cancelled. Please contact Customer Support if you need help.

You can pay using credit or debit card and may also have Apple Pay or Google Pay available depending on your device.

Try updating the app, closing and reopening it, restarting your phone, or uninstalling and reinstalling the app. If the issue persists, contact support with your device type and app version.

Yes. You can unsubscribe via the link in any marketing email or manage preferences in the app. You will still receive essential account messages.

We collect basic account details and purchase activity to operate the app, deliver rewards and improve your experience.

We do not sell personal information. Some data may be shared with trusted service providers under strict privacy and security requirements.

No. You can only redeem points when you have more than 10 Koi points, but then you can redeem any amount of points over 10 Koi points toward your purchase.