SOUL MATES
FREQUENTLY ASKED QUESTIONS
Soul Mates is our loyalty programme designed to reward padel players for showing up at Soul Padel Stockport and playing regularly. Earn Almas (Spanish for “soul”), unlock exclusive perks, and enjoy free racket hire every time you play.
HOW DO I JOIN?
DOWNLOAD THE SOUL MATES APP
SHARE A FEW BASIC DETAILS & VALIDATE YOUR ACCOUNT
START EARNING & REDEEMING REWARDS
What is the Soul Mates loyalty programme, and how does it work?
Soul Mates is Soul Padel’s app-based loyalty programme. It works by rewarding customers who have a free Soul Mates account every time they scan in at our club to play padel. Every scan is rewarded with points (called Almas) and these points can be collected then redeemed for free play once you reach a level. Additionally, as you collect points you unlock new tiers and join new levels of our community. If you collect enough points you can unlock free play for life.
How do I join the loyalty programme? Do I need to sign up?
Simply download the Soul Padel app from the App Store or Google Play and provide some basic information to create and activate your free account.
Is there a cost to join the loyalty programme?
No, it’s completely free to join.
How do I earn Almas?
You must scan in when you arrive at court, that’s how your Almas are tracked. You’ll earn:
- 5 Almas per session played
- 10 bonus Almas when you complete your detailed profile in Soul Mates
- Bonus Almas for occasional offers like referrals, surveys, social media engagement and more
I booked in Playtomic. Why isn’t my booking showing in Soul Mates?
Some events (like socials, Americanos, and other organised sessions) don’t pull through automatically because Playtomic’s integration isn’t fully set up yet.
Don’t worry, you can still scan in manually:
- Just choose the court or event you’re attending on the screen when you arrive
- Your Almas will still be added to your account
Do I need to be the one who booked the court to earn Almas?
No, every Soul Mate on court can earn Almas, as long as you scan in properly.
Why do I need to use the same email as Playtomic?
Using the same email address as your Playtomic account helps us link your bookings to Soul Mates.
It won’t earn you Almas automatically but it will:
- Pull your next booking into the app
- Speed up scanning in
- Make your overall experience smoother
If you’ve used a different email in Playtomic (e.g. a private Apple email), we recommend updating it in Playtomic to match.
How do I scan in?
Every Soul Mate has a unique QR code in the app. You can:
- Open the app and scan it at the iPad in the clubhouse
- Or download your QR code to your Apple Wallet or Google Wallet and scan from there
How quickly are points added to my account after playing?
You should see the points appear in your Soul Mates app within 24 hours of scanning in.
Where can I see my loyalty status and rewards?
You can see your loyalty status and rewards at any time by logging in on the Soul Mates app.
What’s the deal with free racket hire?
All Soul Mates get free racket hire every time they play. If you’re not a member, racket hire is £2.50 per session.
How do I redeem rewards?
Open the rewards menu in the Soul Mates app, click through any unlocked rewards, and choose what you want. Your Playtomic wallet will be credited within 7 days.
Once it’s in your wallet, you’ll have up to 3 months to use it.
What can I spend my Almas on?
Once you’ve earned at least 100 Almas, you can unlock a credit via the app’s rewards menu. Use it for:
- Court bookings
- Socials
- Americanos
- Other events and experiences we’ll add over time
Is there a minimum number of points needed to redeem a reward?
Yes, once you have at least 100 points (Almas) you can start redeeming rewards.
What happens if I cancel or miss a booking paid with rewards?
If you cancel your booking in line with the cancellation policy your credit will return to your Playtomic wallet for you to use on another game. If you just miss your booking you’ll lose the credit. There are no refunds on reward redemptions if you cancel late or don’t show up.
Do my Almas expire?
Yes. If you don’t play for 12 months, your Almas will disappear. Stay active and keep earning.
Can I donate my rewards?
Yes, you can choose to donate any unused credits to What’s That Racket?, our initiative giving local schools access to padel.
What are the community tiers, and what do they unlock?
Soul Mates has tier levels to recognise your place in our padel community, from beginners to die-hard padelers.
Each tier gives you:
- A custom branded T-shirt to show off your level
- Access to exclusive events, perks and surprises
We’ll be adding new tiers as the programme grows.
If I redeem my points, do I drop down a tier?
No, your available points balance will drop but tiers are based on your total lifetime number of points earned, so once you’ve unlocked a tier you stay there (until you unlock a new, higher tier).
How long do I keep my tier status?
Indefinitely, or until you unlock the next level tier. If you choose to delete your account you would lose all points and tier status.
Is the loyalty programme available at all Soul Padel locations?
We have launched Soul Mates at Soul Padel Stockport and look forward to rolling it out to our other locations.
What’s the best way to use Soul Mates?
To make sure you’re earning everything you should:
- Use the same email as your Playtomic account
- Get linked to your booking in Playtomic
- Scan in when you arrive at court
- Check the app to make sure your Almas are showing up as expected. Any problems, give us a shout
