After a 2-week outage, Kwik Trip's rewards program is back up and running

A company-wide system outage that affected Kwik Trip's rewards program and some of the company's other systems has finally been resolved after about two weeks.

Kwik Trip announced Monday that its Kwik Rewards program has been restored and is fully functional. Members can now access rewards in-store and can view and manage their rewards account through the Kwik Rewards mobile app and website.

In a statement to rewards members, the La Crosse-based gas station and convenience store chain said, "We understand over the last two weeks you may not have been able to redeem or accumulate rewards, and we sincerely apologize for the inconvenience and frustration this may have caused. We are committed to making this right with you."

Kwik Trip informed members that any rewards cards swiped during the outage have received the correct credits for those purchases made during the outage. Members should see and be able to use those rewards in their account beginning Monday, Oct. 23. This applies to fuel discounts, Packers Points and all other rewards.

The expiration dates for fuel discounts and coupons that were originally supposed to expire during the outage have been extended at least through the end of October.

Kwik Trip also announced it would compensate members for the outage in a few additional ways.

Through Nov. 5, members will be receiving double visits for every purchase in-store or at the pump. Visit earning is limited to one visit, plus one bonus visit, every 30 minutes.

Additionally, Kwik Trip will be awarding all members bonus visits based on their average weekly visits prior to the outage to account for instances during the outage where members may not have been able to swipe their Kwik Rewards card or their card was not accepted.

"These visits will be applied to your account within 24 hours along with additional bonus visits as a thank you for your patience. Once applied to your account, you will receive a push message and email notification if you opt in for these communications. If you are not opted in, you can verify the bonus points through your visit balance in the app or at KwikRewards.com," the company said in its statement.

More: Cybersecurity incident caused outage to some Kwik Trip systems

What caused the Kwik Trip Rewards outage?

Current findings indicate the company experienced a "cybersecurity incident that caused disruption to systems located on the company’s internal network on Monday, October 9, 2023," Kwik Trip said on its website. The incident was detected within hours and mitigation efforts began immediately with the assistance of external cybersecurity experts.

There is "no indication" that customers' payment card information was involved, the company said.

In addition to the rewards program, other systems that were impacted by the incident were ones related to La Crosse productions facilities and communication systems within the company, the statement said. As of Thursday, Oct. 19, most internal systems were functioning.

The "cybersecurity incident" related to the outage is currently under forensic investigation. The investigation is in its early stages and is expected to "take time to complete."

For more information, Kwik Trip has a detailed FAQ about the outage on its website.

Journal Sentinel reporter Hannah Kirby contributed to this report.

This article originally appeared on Milwaukee Journal Sentinel: Kwik Trip rewards program working again after cyberattack