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Club IR FAQs

I have downloaded the app but am experiencing issues trying to log in.

All guests will be required to follow the signup process regardless of whether they were on the waitlist or were previously a member of Club Individual. If you have previously had an account with Club Individual, be sure to use the same email address so our system can recognise your previous visits. Signing in will only be successful once the signup process has been completed.

I signed up to the waitlist but did not receive a password for the app. How do I log in?

Sign-ups to the waitlist are not automatically converted into memberships. To log in to the app, please go through the signup process with the same email you used to sign up for the waitlist. You will then be able to create a password and login to the app.

I was a member of Club Individual. What has happened to my account and points?

Club Individual ended on 15th October 2023, and all benefits associated with the scheme ended at the same time. This includes points. This was initially communicated with members in August 2023 and again in September 2023. Club IR launched on 4th January 2024 and operates differently from the previous scheme, therefore any remaining points have not been transferred across.

Can I opt out of receiving emails?

Yes, you can unsubscribe at any time, however details of offers, rewards, experiences and benefits of Club IR will not reach you if you are not opted into communications.

I believe I should be a member, but I haven’t received any emails from you?

Please make sure that you opt into receiving marketing emails from us when making your bookings. This can be done within your Open Table account.  You can also amend your preferences on the app under ‘My Profile’.

What do I do if I can no longer attend a Club IR experience?

If you are a Diamond member please contact us via the concierge service on the app. For all other members please contact us at

How many rewards/experiences can I enjoy?

Register your interest for any experiences that are of interest to you and we will accommodate as many as we can. Please note all experiences are subject to availability.

How do I find out more information about the required dress code for events and experiences?

Please review the communication for the relevant event or experience.

Do Club IR offers, rewards, benefits and experiences have an expiry date?

All applicable timescales are within the relevant written communications.

How can I redeem an experience available on the app?

Register your interest for the experience on the app. We will then be in touch with further details and to advise whether there is any availability for the selected experience.

How can I redeem an offer or reward available on the app?

Please inform the team of your Club IR membership number. Any qualifying offers will be redeemed against your bill. Only one offer can be redeemed at a time.

Do I keep my membership tier once upgraded?

All memberships and tier statuses will be reviewed 12 months after being upgraded. If you have not met the required annual spend in the last 12 months you will be downgraded one tier. If you do not meet the required annual spend within the next 12 months you will be downgraded again. After 3 years of no activity we will remove the membership from Club IR scheme.

Can I redeem my Diamond tier club balance if I am downgraded to Black membership?

Yes, your club balance will remain as part of your Club IR membership and you can redeem as part of Black membership. After 3 years of no activity we will remove the membership from Club IR and any remaining balance will be lost at this stage.

How do I redeem my Diamond tier club balance?

Please provide a member of staff with your virtual card/Club IR membership number.

How does the Diamond membership club balance work?

You must already be an existing member of the Diamond tier to be eligible for club balance. When spending more than £1,500 in a single transaction when a Diamond member your membership will receive 10% of the total transaction back in a club balance which can be redeemed against future visits. After 3 years of no activity we will remove the membership from Club IR and any remaining balance will be lost at this stage. You can redeem your club balance as part or full payment against future bills. It cannot be used online or for gift card purchases.

How can I be eligible for Diamond membership?

The Club IR Diamond membership is the top tier membership available to those guests who have spent over £2,500 at any of our restaurants within their membership year. Your membership will be automatically upgraded if you reach the £2,500 threshold. Once you have been upgraded to Diamond status you will be able to take advantage of the additional Diamond rewards. Membership reviews will take place 12 months after being upgraded. If you have not spent the required £2,500 within the 12 month period the membership will be downgraded to the Black tier. If you think you have reached the criteria for Diamond tier and haven’t been upgraded, please email

Will by Black Card status carry over to the new scheme?

All statuses have been reviewed in line with the arrival of the new scheme and are based on spend during 16th October 2022 and 15th October 2023

What happens if I forget to provide my membership details during a visit?

Club IR is not responsible for failure to produce membership details at the time of visit.

Can I share my account?

It is strictly prohibited for a membership to be used by anybody other than the member and for a person to have more than one membership. In the case of misuse all memberships of persons involved may be deleted along with any associated benefits.

Will I be issued with a new card?

We will no longer issue cards to any members with the exception of Diamond members. Your virtual card is included within the app.

How do I book a table?

You can book a table at any of our restaurants through the app or on our website here.

How do I ensure each visit counts towards my membership?

Please add your membership number to Open Table when you are booking and present your virtual card at the restaurant for each visit.

I think my membership status maybe wrong.

Please email us at or via the app. Please provide your full name and membership number and we will take a look into it for you.

How do I update my personal details?

You can update your details on the app under ‘My Profile’.

How do I check my tier status?

To check the status of your tier please open the ‘Tier Status’ tab in the app.

Where can I use the app?

You can use the app in any of our restaurants. These include Piccolino, Piccolo, Riva Blu, and our Bar & Grills restaurants. A full list of restaurants can be found on the app under ‘Restaurants’ or on our website at

Can I access Club IR without the app? 

No, to access the benefits of Club IR you will need the app.

How do I become a member?

Please download the app and follow the sign up process. You will be required to follow the sign up process, even if you were a member of Club Individual and if you use the same email address we will be able to link your account history. The app can be downloaded here.

Do you have an app?

Yes, the Club IR app is available to download from the Apple App Store and the Google Play Store in the UK.

The Club IR App

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The App

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