FAQ & Troubleshooting

Start by checking that your card is set to Active, not Hidden. A Hidden card pauses new joins.

Then check that you are displaying the public Business/Marketing QR. This is the QR customers scan with their own phone to begin the join flow. It is the QR you can place on a counter card, menu or poster.

Check that the QR opens the correct join page and that the card details shown are correct. If the card is Active, the public QR opens the correct join page and customers still cannot join, check the dashboard configuration or contact support.

GoLoyal uses two separate QR codes:

Business/Marketing QR

This is the public join QR. Customers scan it with their own phone to start the join flow. You can print it, display it and share it in your marketing.

Customer QR

This is the personal QR on an individual customer’s card. Staff scan it at a qualifying visit to add stamps or points, confirm a main reward or claim an available Milestone Reward.

The Business/Marketing QR is yours to display. The Customer QR belongs to the customer. Do not print, display or share a Customer QR publicly.

First, check that they scanned your public Business/Marketing QR, not a Customer QR from an individual card.

Then check that your card is Active and that the public QR opens the correct join page. The customer may still need to complete the join steps shown on their phone.

If the card is Active and the public QR does not open the expected join page, check your dashboard configuration or contact support.

Recent Scans can show a staff name when the action was made by a linked, logged-in staff account.

A missing staff name can have several causes. The action may have been completed by an owner or admin account, the staff account may not have been linked or logged in correctly, or the activity may relate to historic or deleted staff data.

Check that the staff member has an active GoLoyal account, scanner access and is logged in when scanning. If the attribution still does not look right, ask the business owner or manager to review it before contacting support.

Check Recent Scans or activity in your dashboard first.

If the action appears in Recent Scans or activity, it was recorded. Ask the customer to reopen or refresh their verified browser card. Wallet display behaviour can vary by provider and device, so an installed Wallet pass may not show the change immediately or automatically.

If the action does not appear, check that staff scanned the customer’s Customer QR, the scanner showed a successful result, the staff member was logged in and the card was in an active state for the action.

Do not ask customers to send a screenshot of their Customer QR. If you still cannot identify the issue, contact support with safe details such as the business name, approximate date and time, and what the scanner showed.

In most cases, yes. The number of loyalty cards, locations and staff accounts you can add depends on your current plan.

Check your dashboard for your current limits. If you need more capacity, follow the options shown there or contact support.

An expired card cycle is closed. It can no longer be scanned for further progress or reward actions.

For repeatable offer types, Traditional Loyalty and Continuous Always-On Discount, the customer can scan the public Business/Marketing QR again to start a fresh card cycle.

First-Visit Offers are one-time welcome offers and do not restart.

Yes. Setting a card to Hidden pauses new customer joins through the public Business/Marketing QR.

It does not remove customer cards that have already been issued. Existing cards continue to follow their own status and lifecycle rules.

Some public display details can be edited from your dashboard, such as card wording, branding and other configured details.

Take care with significant changes to a live card, including offer type, reward target, points settings or other programme mechanics. These changes may affect how existing customer cards behave.

Review the change carefully and contact support before making a major change to a live offer.

Once a reward redemption is confirmed, it cannot be automatically reversed.

Check Recent Scans or activity first and make sure your staff understand the reward flow for the card type:

• Traditional Loyalty cards become Reward Ready when the target is reached. A later staff scan confirms the main reward.
• Continuous Always-On Discount and First-Visit Offer cards confirm on the final qualifying scan. There is no separate Reward Ready step.

Do not promise that a redemption can be reinstated. If the activity needs review, contact support with safe details about the business, card and approximate time of the action.

Milestone Rewards are smaller rewards available on points-based cards while a customer continues collecting towards the main reward.

A milestone can show as:

Locked: the customer has not yet reached the points threshold.

Available: the customer has reached the threshold and staff can claim the reward when ready to provide it.

Claimed: the reward has already been fulfilled and claimed by staff.

Staff use the normal Staff Scanner flow to add points and claim an Available Milestone Reward. There is no separate Milestone Rewards QR.

Claiming a Milestone Reward does not deduct the customer’s points, reset their progress or stop them working towards the main reward.

Ask the customer to open their saved Wallet pass or their browser card link first.

For browser-card access, a verified recovery route may be shown where available. The customer may need to complete the email verification steps shown before private card details, including the Customer QR, are available.

Do not ask the customer to send a Customer QR screenshot, QR link or pass link. If access still cannot be restored, contact support using safe identifying details only.

Make sure you are logged in to your GoLoyal staff account. The scanner requires an account with scanner access.

If the scanner page is open but the camera does not start:

• check that your browser has permission to use the camera;
• use the scanner or camera controls shown on screen to start or restart the camera;
• refresh the scanner page if needed.

If you cannot log in or do not have scanner access, speak to your manager or business owner.

Staff must scan the customer’s personal Customer QR, not the public Business/Marketing QR.

Ask the customer to open their current card and show a fresh Customer QR. On browser cards, they may need to use the Show QR for Staff Scan option.

An error can also mean the QR has expired, the card belongs to another business, or the card is redeemed, expired, void, blocked or suspended.

Do not try to work around an error by manually altering the customer’s card. Ask a manager to review the card state or contact support where needed.

First, check what the Staff Scanner showed.

If it showed success, the action was recorded. Ask the customer to reopen or refresh their verified browser card. Wallet display behaviour can vary by provider and device, so an installed Wallet pass may not show the change immediately or automatically.

If the scanner showed a duplicate or cooldown message, do not keep scanning repeatedly. Ask a manager to check Recent Scans or activity before taking another action.

If the scanner showed an error, Reward Ready, redeemed, expired, blocked, suspended or QR expired, follow the message shown and ask a manager to review the card state where needed.

Staff must not manually adjust cards outside the Staff Scanner.

No. This is expected for Continuous Always-On Discount and First-Visit Offer cards.

On these offer types, the final qualifying scan confirms the reward immediately. There is no separate Reward Ready stage.

Traditional Loyalty cards use a two-step flow. When the target is reached, the card becomes Reward Ready. A later staff scan confirms the main reward.

Check that the card shows your business name and is not from another GoLoyal business.

Then check the card state:

• Reward Ready means your next scan will confirm the main reward on a Traditional Loyalty card.
• Redeemed, Expired or Void means the current card cycle is closed.
• Blocked or Suspended means you should ask a manager to review the card.
• A missing or expired Customer QR means the customer should reopen their current card and reveal a fresh QR.

If you are not sure, do not scan again. Ask your manager to review the situation.

Milestone Rewards are used on points-based cards.

1. Scan the customer’s normal Customer QR.
2. Enter qualifying order spend where the scanner asks for it.
3. Select Add Points.
4. Use View Rewards to check the milestone status.
5. Select Claim reward only when an Available reward is ready to be provided.

Locked rewards cannot be claimed. Claimed rewards cannot be claimed again.

Claiming a Milestone Reward does not deduct points, reduce the customer’s progress or close the main card.

There is no separate Milestone Rewards QR.

Ask the customer to show their live, current card instead.

Customer QRs are designed for point-of-use scanning and may expire. If the QR is unclear or expired, ask the customer to reopen their card and reveal a fresh Customer QR.

Do not ask customers to send QR screenshots, QR links or other private card details.

Find the public Business/Marketing QR displayed by the business, such as on a counter, menu, poster or window.

Scan it with your phone camera to open the join page. Complete the short steps shown, including any required privacy or terms acceptance.

You do not need to download an app or create a password account for the basic customer journey. Browser access or recovery may use email verification where available.

Open or refresh your browser card first.

If you use a Wallet pass, reopen it. Wallet display behaviour can vary by provider and device, and a change may not appear immediately or automatically.

If the progress still looks wrong, ask the business to check whether the scan was recorded. Do not remove and re-add your Wallet pass as the normal first step.

It depends on the type of card.

On Continuous Always-On Discount and First-Visit Offer cards, the reward is confirmed on the final qualifying scan. No extra reward scan is needed.

On Traditional Loyalty cards, the card becomes Reward Ready when you reach the target. Show your card to a staff member on a later visit. When they scan it, the main reward is confirmed.

It depends on the offer type:

• Traditional Loyalty – Yes. After the main reward is confirmed, scan the business’s public Business/Marketing QR again to get a fresh card and start collecting again.
• Continuous Always-On Discount – Yes. After the card cycle completes, scan the business’s public Business/Marketing QR again to get a fresh card and continue with the offer.
• First-Visit Offer – No. This is a one-time welcome offer and cannot be reused or restarted.

Milestone Rewards are smaller rewards you can unlock on some points-based cards while you continue collecting points towards the main reward.

Locked means you have not reached the points threshold yet.

Available means you have reached the threshold. Show your normal Customer QR to a staff member and they can claim the reward through the Staff Scanner when they are ready to provide it.

Claimed means the reward has already been fulfilled and claimed.

Claiming a Milestone Reward does not deduct your points or stop your progress towards the main reward. There is no separate Milestone Rewards QR.

Start by checking whether you still have the saved Wallet pass, browser card link, browser history or the original message that opened your card.

Where a recovery option is shown, use the verified recovery steps. You may need to verify email access before private card details are shown.

If you still cannot access the card, contact the business or use the available support route with safe details such as the business name and approximate time you joined. Do not send your Customer QR, a QR screenshot, a card link or account credentials.

Open your current card again and reveal a fresh Customer QR for the staff member.

On a browser card, use Show QR for Staff Scan where available. Do not use a screenshot of an old QR.

If your card is Redeemed, Expired or Void, it may not show a Customer QR for further actions. For repeatable Traditional Loyalty and Continuous Always-On Discount offers, scan the business’s public Business/Marketing QR again to start a fresh card cycle.

The card cycle has ended and can no longer be used for further progress or reward actions.

For Traditional Loyalty and Continuous Always-On Discount cards, you can scan the business’s public Business/Marketing QR again to start a fresh card cycle.

First-Visit Offers are one-time welcome offers and do not restart.