FirstKey Homes Rewards FAQ

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We’re excited to share a few details about the pilot of our resident loyalty program, FirstKey Homes Rewards.  

Here are a few things to know: 

Enrollment

What is FirstKey Homes Rewards? Why are you launching a resident loyalty program?

  • It’s simple: We really want to provide an additional benefit to you as part of our family of residents.  
  • We’ve been proactively thinking about you – our resident – and ways that we can improve your resident experience and show you how much we value you. 
  • If you currently use any loyalty program, then you know how fun and rewarding these loyalty programs can be! As with other loyalty programs, after you start earning points you will be able to redeem the points for rewards. For example, gift cards for popular stores and restaurants. 

Can all residents sign up? Who can sign up? Can I sign up my friends or roommates? 

  • For now, we are only piloting this program in a few markets. At this time, only the residents located in the pilot markets can participate in the pilot program. 
  • Only the primary resident on the lease – not roommates or other members of the household – is eligible to participate in the pilot program. (Also, non-FirstKey Homes residents are not eligible for this program.) 
  • We’ll let you know after the pilot concludes if we plan to continue and roll out a full program. 

Do I need to sign up? How can I sign up? Does it cost anything? 

  • Joining is easy! You simply create an account.  
  • This program is completely voluntary and will be at no cost to our residents. (Yep, free!) It’s up to you if you want to earn points and redeem them for rewards. 
  • Please note that the primary resident on the lease is the only household member eligible for this program. 
  • You can sign up here: [link coming soon]. 

What if I’m not the primary resident but I want to be? 

  • Due to a number of factors, only the primary resident on the lease is eligible for this program, so the account will be under that person’s name and credentials. Maybe they’ll share the rewards with you though! 

Earning

How do I earn and accumulate points? 

  • Good news! You’ll earn points for things that you probably already do on a normal basis. For example, you would earn points simply for paying rent on time. 
  • Please view your loyalty portal to see all of the ways you can earn points. 

Where can I see how many points I have? 

  • Once you create an account, you can view your account information on your online dashboard. 
  • Look in your “Activity” tab in your loyalty dashboard to see a record of your points and redemptions: [link coming soon]. 

Why haven’t I received my points? My account balance isn’t right. 

  • Sorry to hear that! Please allow for 48 hours days for points to appear in your account. 
  • Also, could you double-check that the email address you signed up with is the same email address you use for your FirstKey Homes account? 
  • If that didn’t work, please submit a ticket through the online Resident Portal. That way, our team can dig into this for you. 

Are points transferable? 

  • Points are non-transferrable; they’re yours and only yours.  

Can I buy points? 

  • Not at this time. Points are only earned through the actions outlined in your account dashboard. 

I followed FirstKey Homes on Instagram and liked the Facebook page. Why aren’t points showing up in my account?

  • Thank you for connecting with us on social media! 
  • Visit the Earn tab within your rewards account and click the “Connect” button under each social action. 
  • If that didn’t work, please submit a ticket through the online Help Center. That way, our team can dig into this for you. 

Redeeming

What are the rewards? How do I redeem my points? 

  • Check out your loyalty dashboard to learn more about both rewards and points redemption: 
  • [Link coming soon] 

I didn’t receive my gift card. Why haven’t I received my gift card or rewards?  

  • Sorry to hear that! Please allow for 24 hours for delivery.  
  • Could you double-check that the email address you signed up with is the same email address you use for your FirstKey Homes account? 
  • If that didn’t work, please submit a ticket through the online Help Center. That way, our team can dig into this for you. 

Are there any limitations to the number of points that I can redeem? 

  • You can redeem as many points as you’d like if you have them available and they haven’t yet expired.  
  • Points expire on a 120-day rolling basis. 

Can I use my points for a few different gift cards? 

  • Sure! You can split up your points to redeem more than one gift card. 

Do my gift cards expire? 

  • Nope! Think of it as “money,” and money doesn’t expire. 

Account

What are the tiers? How do I get to a “higher” tier? 

  • We made this simple for you! Tiers are based on how long you’ve been enrolled in the loyalty program. Your enrollment date is used as the date to calculate this. 
  • So, shifting to a higher tier is easy and automatic: The longer you’ve been enrolled, the higher the tier you get to be in. You automatically earn points each year for your enrollment anniversary 
  • Each tier also has different giveaways and giveaway timelines. 

How do I enter into my tier’s giveaways? What are those, and what do I need to do? 

  • Good news, this is all automatically done for you. All residents in the associated tier are automatically enrolled in the tier giveaways. 
  • Winners will be notified via email. 

My loyalty dashboard isn’t working. What’s going on? Why can’t I log in? 

  • Sorry to hear that! Could you double-check that the email address you signed up with is the same email address you use for your FirstKey Homes account? 
  • If that didn’t work, please submit a ticket through the online Help Center. That way, our team can dig into this for you. 

Do points ever expire? How will I learn if they are expiring? 

  • Yes, points expire on a 120-day rolling basis. Each year upon the anniversary of your enrollment date, all points not redeemed will be forfeited. To see when your points expire and track your point history, you can visit your loyalty account: [link coming soon]. 
  • Typically, we’ll send an email. However, please check your account to ensure you don’t miss out.