---
title: "Fidelip user manual"
description: "The complete Fidelip guide: loyalty programs in Apple Wallet and Google Wallet, customer satisfaction surveys, the staff app, audiences and automations."
updated: "2026-10-08"
url: "https://fidelip.com/en/docs"
---

# Fidelip user manual

Fidelip (fidelip.com) is a SaaS platform that combines digital loyalty programs with customer satisfaction surveys. Loyalty cards live in Apple Wallet and Google Wallet, so customers download no app. Businesses set up stamp, points or membership cards, run surveys with NPS, and operate everything from a web dashboard plus a counter app for staff. Product and support in English and Spanish; each country is billed in its own currency (prices below are the United States book, in US dollars, before sales tax); 10-day free trial.

## Contents

- [Get started in 15 minutes](https://fidelip.com/docs/en/quickstart.md): The shortest path to a working loyalty card today: design the card and create your account, the setup guide, the reward, the QR code and the counter app.
- [Create your Fidelip account](https://fidelip.com/docs/en/create-account.md): Design your card at id.fidelip.com/create, then create the account: your details, a verification code and payment, with a free trial and no upfront charge.
- [Set up your loyalty program](https://fidelip.com/docs/en/loyalty-program.md): The three loyalty card types (stamps, points and membership), how to define the earning rule, and where each setting lives in the dashboard.
- [Design your digital card](https://fidelip.com/docs/en/design-card.md): How to put your logo, banner, colors and icons on the card your customers keep in Apple Wallet and Google Wallet, with iPhone and Android previews.
- [Sign up customers](https://fidelip.com/docs/en/customers.md): Public customer sign-up (fidelip.com/c/{slug}), the printed QR code, where each person signed up, the referral program with automatic bonuses and the customer portal.
- [Use the staff app at the counter](https://fidelip.com/docs/en/staff-app.md): The Fidelip staff app (iPhone, iPad, Android), tab by tab: scan and add stamps or points, redeem rewards, look up customers and add without a QR, run surveys in kiosk mode, and read analytics, alerts and settings.
- [Team and locations](https://fidelip.com/docs/en/team-locations.md): Team roles (Owner, Admin, Staff and Kiosk), how to invite and deactivate team members, and how to create and manage your locations in the dashboard.
- [VIP tiers](https://fidelip.com/docs/en/tiers.md): Bronze, Silver and Gold style tiers for your card: goals, multipliers that earn faster, rewards by tier and automatic demotion when customers stop coming.
- [Audiences (RFM segments)](https://fidelip.com/docs/en/audiences.md): Fidelip groups your customers by recency, frequency and spend with no setup; use those groups to send messages, vouchers and automations.
- [Card notifications](https://fidelip.com/docs/en/notifications.md): Send messages to your customers’ lock screen through their Wallet card, by audience or tier, and set up the birthday greeting.
- [Automations](https://fidelip.com/docs/en/automations.md): Always-on rules that send an email, a card message, a voucher or a gift of points or stamps on their own: when a customer stops coming, buys for the first time, reaches a goal or changes tier.
- [Vouchers](https://fidelip.com/docs/en/vouchers.md): Individual vouchers with their own code and QR for discounts, freebies and birthday gifts: how to create, send and redeem them at the counter.
- [Surveys in depth](https://fidelip.com/docs/en/surveys.md): 15 question types, conditional logic, bonuses with abuse protection, automatic emails by rating, kiosk mode, NPS/CSAT and reports.
- [Analytics and alerts](https://fidelip.com/docs/en/analytics-alerts.md): The dashboard Overview (new customers, redemptions, best customers and retention), the activity log, PDF reports and alerts for low survey ratings.
- [Plans and limits](https://fidelip.com/docs/en/plans-limits.md): What each plan includes, what it costs, every limit in the system with what happens when you reach it, and how to change, cancel or reactivate your subscription.
- [Troubleshooting](https://fidelip.com/docs/en/troubleshooting.md): The most common problems (an email that does not arrive, a card that does not update, a QR code that does not scan, an extra stamp), with cause and fix.
- [Glossary](https://fidelip.com/docs/en/glossary.md): What each Fidelip term means, in plain words: stamp, point, pass, card, program, voucher, audience, tier and all the rest.
- [Set up Fidelip with your AI assistant](https://fidelip.com/docs/en/ai-assistant.md): Connect Claude Code, Cursor or VS Code to your account with a key, then ask for metrics or, with permission to make changes, have it create cards and change colors.
- [Frequently asked questions](https://fidelip.com/docs/en/faq.md): Answers about apps, countries and languages, locations, pricing, limits, integrations, internet access, cancellation and security.
- [What's new](https://fidelip.com/docs/en/whats-new.md): What changed in Fidelip and when, newest first: the dashboard, Wallet cards, the staff app, surveys and this manual, release by release.
- [Need help?](https://fidelip.com/docs/en/support.md): How to reach the Fidelip team by WhatsApp, email or the contact page, what to have at hand, and email replies in under 4 business hours.

## Get started in 15 minutes

You can have a loyalty card working the same day you create your account. This is the shortest route: five steps, nothing optional. Each step links to the chapter that covers it in depth, in case you get stuck. But if you just follow the list, you will have customers signing up today.

### What you need before you start

| Item | Why |
| --- | --- |
| **A business email address** | It receives the verification code and, later, billing notices. Use one that more than one person can open. |
| **Your logo as a PNG** | Ideally transparent and horizontal. If you also have a square version, even better: Android asks for it separately. It is what makes the card look like yours from day one. |
| **A payment card** | You are not charged during the 10-day free trial, but the card is requested when you create the account. |
| **A phone for your team** | To install the Fidelip Staff app and try the first scan. |

### The five steps

1. **Design your card and create your account (5 min)** Go to `id.fidelip.com/create` and build your card while you watch it take shape live: **Business type**, **Reward** (stamps, points or membership), **Card** (its details and the reward), **Name**, **Style** (color and stamp) and **Customers** (what you ask them when they sign up). At the end you create the account: you verify your email with a 6-digit code, choose your plan and save a payment method. Choose **Surveys + Loyalty**: with the **Surveys** plan, the card you designed is not created. When you finish, that card is already in your dashboard with its reward and its rule: you do not have to build it again. If you sell something cheap and repeatable (coffee, a haircut, a car wash), choose **stamps**: they are the easiest thing for a customer to understand. Details in [Create your account](https://fidelip.com/en/docs/create-account).
2. **Complete the setup guide (5 min)** The first time you open the dashboard as the owner, it opens **Getting started**; after that you find it at the top of the menu, with how many steps you have done. It walks you through what the design does not cover: your logo and the Android logo, your contact details and adding your location. Almost everything checks itself off when you do it; the rest you mark yourself with **I did it**. A week after you finish it, or as soon as you hide it, it moves to the bottom of the menu as **Setup guide**. Details in [After you sign up](https://fidelip.com/en/docs/create-account#create-account-getting-started).
3. **Review the reward and the rule (1 min)** In *Dashboard → Cards*, open your card. Under **Program**, confirm how many stamps it takes (**Stamps to complete the card**) or the **Points goal**. Under **Rewards**, give the reward its real name: it shows on the Wallet card and in the counter app. On a stamp card the reward is given automatically: with the last stamp, the app records the reward and the card starts over. **Getting started** also takes you to these two screens. Details in [Set up your loyalty program](https://fidelip.com/en/docs/loyalty-program).
4. **Print your sign-up QR code (1 min)** From **Getting started**, or on the **QR** tab of your card, download the print-ready QR code (**Download PNG** or **Print-ready PDF**) and put it at the counter. It is also at *Dashboard → Settings → Sign-up QR code to print*. Every customer who scans it lands on your sign-up page and leaves with the card in their Wallet.
5. **Install the app at the counter and try it yourself (3 min)** Download the Fidelip Staff app (App Store or Google Play; in the store it is listed as “Fidelip - Loyalty & Surveys”), sign in with your email and password, and run a test: sign up as a customer yourself and, on the **Scan** tab, scan your own QR code. Details in [The staff app](https://fidelip.com/en/docs/staff-app).

![The card designer on id.fidelip.com with three ready-made cards, progress in three stages and your card shown live](https://fidelip.com/docs/en/signup-builder.6e396edd.png)

*id.fidelip.com/create: choose how to reward customers and watch your card take shape*

![The Rewards tab of a stamp card in the dashboard, with the sample reward and the notice that it is given automatically](https://fidelip.com/docs/en/quickstart-reward.257e4a7e.png)

*Step 3: Dashboard → Cards → your card → Rewards, with the sample reward*

Want a second card (for example, stamps for coffee and points for food)? Your plan includes one active loyalty card: on **Cards**, the **Add an extra card** button takes you to **Billing** (+$19 USD per month), and then you create it at *Dashboard → Cards → New card*. See [Set up your loyalty program](https://fidelip.com/en/docs/loyalty-program).

> [!TIP] Tip
> Run the full test on yourself before launching with customers: sign up (with the printed QR code or with **View as a customer**, in your card’s header), add the card to your Wallet, ask a cashier to scan you and confirm the stamp shows up on your phone within seconds. Five minutes of testing prevent most of your team’s questions on the first day.

### What to do next (and what can wait)

Everything above is all you need to operate. The rest becomes useful once customers are collecting, not before:

| When | What to turn on |
| --- | --- |
| Week 1 | A short after-visit [survey](https://fidelip.com/en/docs/surveys) (*Dashboard → Surveys*) and the [referral program](https://fidelip.com/en/docs/customers#customers-referrals) (*Dashboard → Referrals*). |
| When you reach ~100 customers | Your first [message](https://fidelip.com/en/docs/notifications) on the card (*Dashboard → Messages and birthdays*), and the [automations](https://fidelip.com/en/docs/automations) (*Dashboard → Automations*) that win back inactive customers. |
| When you reach ~500 customers | [RFM audiences](https://fidelip.com/en/docs/audiences) (*Dashboard → Audiences*) to see who your regulars are and who is drifting away, and [VIP tiers](https://fidelip.com/en/docs/tiers) (*Dashboard → Cards → Tiers*) if you want to reward your biggest spenders. |
| When you open another location | Add the [location](https://fidelip.com/en/docs/team-locations) (*Dashboard → Locations*) and assign its staff (*Dashboard → Staff*). Customers keep using the same card at all of them. |

> [!NOTE] Note
> The loyalty program requires the **Surveys + Loyalty** plan ($49 USD per month per location). If you only want surveys, the Surveys plan ($19 USD per month) includes them without a loyalty card. These are United States prices, before sales tax; other countries are billed in their own currency (see the [home page](https://fidelip.com/en)). See [Plans and limits](https://fidelip.com/en/docs/plans-limits).

---

## Create your Fidelip account

Creating your account takes about five minutes. After that you get a **10-day free trial** with full access to the platform and no contract. You are not charged during the trial; when it ends, you are charged for the plan you chose, unless you cancel first.

### Sign up step by step

Signing up starts with designing your card, not filling in a form. At the top you see your progress in three stages, **Your card**, **Your business** and **Your account**, and your card takes shape in view, the way your customers will see it (on a large screen, under the title **How your customers will see it** and the badge **Live**): every choice repaints it instantly. From the second screen on, **Your choices so far** sums up what you have picked, and each row has a **Change** button that takes you back to that screen. We only ask for your account details at the end, and what you built is saved and applied for you.

![The card designer on id.fidelip.com with three ready-made cards, progress in three stages and your card shown live](https://fidelip.com/docs/en/signup-builder.6e396edd.png)

*id.fidelip.com/create: choose how to reward customers and watch your card take shape*

1. **Go to fidelip.com and get started** Click **Create free account**. It takes you to [id.fidelip.com/create](https://id.fidelip.com/create). You don't need an account yet.
2. **Choose your business type** There are twelve, from coffee shop and restaurant to barbershop, gym, vet and car wash; if yours isn't listed, choose **Other business**. This choice sets the colors, stamps and typical reward you will see already filled in on the next screens.
3. **Choose how to reward customers** You see three ready-made cards with the colors and reward typical for your business type: **Stamp card**, **Points card** and **Membership card**. The most common choice for your business type is tagged **Most popular**. On a phone you see one at a time: switch between **Stamps**, **Points** and **Membership**, then tap **Choose this one**.
4. **Set up your card** It depends on what you chose. **Stamps**: how many stamps the card holds, from 6 to 10, and what the reward is. **Points**: how many points customers earn per dollar spent, how many points the reward costs and what it is. **Membership**: the benefit in a few words (up to 30 characters) and how often it can be used: **Every visit**, **Once a month** or **Once a week**. The reward and the benefit come with suggestions for your business type: pick one or type your own.
5. **Name your business** Type it in **Business name**. It is what your customers see on their Wallet card, so write it the way you want the public to see it. Your sign-up link comes from it too, `app.fidelip.com/join/your-business`, shown under the field. We tell you right there if it is already taken, and while it is, you can't continue.
6. **Choose the color and the stamp** Twelve colors, six with a **Dark background** and six with a **Light background**, each pair tested so the text on the card stays readable. If your card is a stamp card, you also pick the **Stamp**: the ones for your business type first, then the ones that work for any business. Points and membership cards have no stamps, so you only pick a color. Click **This is my card** when you are done. You can change all of this later from your dashboard.
7. **Decide what to ask your customers for** Two options, drawn as the form your customer will see: **Just the essentials** (name, email and birthday), which is the **Recommended** one, or **I want to get to know them**, which adds mobile number and gender. Email is always required: it is how Fidelip identifies each customer. The birthday turns on the automatic birthday greeting on the card. Choosing an option is the action of this step: it takes you on to creating your account. You can change it later from your dashboard.
8. **Create your account** Enter your **Full name**, **Phone** and **Email**, then click **Continue**. The country code comes pre-set from the country you are in, and you can change it. Use an email you can open right now: we send you a code to verify it.
9. **Check your email** You get a **6-digit** code. Type or paste it: it verifies itself at the sixth digit. It expires in 10 minutes; if it doesn't arrive, check your spam folder or click **Resend code** (you can ask for another one every minute).
10. **Create your password** Once the code is right, the screen changes to **Email verified**: type your **Password** and repeat it in **Confirm password**. It needs at least 8 characters, an uppercase letter, a lowercase letter and a number, and the checklist ticks off as you type. Because you already named your business, it is created for you with that name and link, and you go straight to payment. If you went straight to `id.fidelip.com/signup` without designing anything, one more step appears here, **Your business**: name, country (it sets the currency of your subscription) and your program's link.
11. **Choose your plan and add your payment card** On **Last step** you pick a plan, monthly or yearly ([Plans and limits](https://fidelip.com/en/docs/plans-limits) explains each one): **Surveys + Loyalty** comes pre-selected and is the one that includes the card you designed; **Surveys** is surveys only, and **Enterprise** is quoted by sales. The screen shows each price in your country's currency. Under **Customize your plan** you can add **Locations** and **Loyalty cards**; the plan includes one of each. Add your payment card under **Payment information** (Stripe processes the charge), tick the box to accept the terms and click **Start free trial**. Nothing is charged today: the screen shows the date of the first charge, and if you cancel before then, you don't pay. When it finishes, the card you designed is created in your dashboard. You don't have to build it again.

![Personal details form of the sign-up flow on id.fidelip.com](https://fidelip.com/docs/en/signup-step1.e00fc493.png)

*Your account details: the last stretch, after designing the card*

> [!NOTE] Note
> If you pick **Surveys** on the payment screen, the card you designed is not created, because that plan has no loyalty; the screen warns you before you pay. If you want the card, choose **Surveys + Loyalty**: it includes surveys too. In Mexico only, **Billing details (optional)** lets you enter your tax details right there; in other countries you add them later in *Dashboard → Billing*.

> [!NOTE] Note
> **Only want surveys?** At the bottom of the first screen, click **Only want surveys?**: it is a shorter path with no card. You answer **Who are you going to ask?**, then **Choose your survey**, drop the questions you don't want with **Remove**, name your business and click **Create my account**. You reach payment with the **Surveys** plan already selected. You can also start it directly at [id.fidelip.com/create/survey](https://id.fidelip.com/create/survey).

> [!NOTE] Note
> **If you leave halfway**, you don't lose what you built: the design is kept in your browser tab (reloading or using **Back** doesn't erase it) and, once you have typed your details, with your sign-up too. If you had already created your password, go back to **Create your account** with the same email: the screen asks only for that password (**You already have an account in progress**) and **Continue with my account** takes you back to where you left off. Logging in with that email takes you to the same place.

> [!TIP] Tip
> Use an email that several people on your team can open (for example `owner@yourcafe.com`). Later you can invite colleagues with their own passwords, but the main email is the one that receives billing notices.

### After you sign up

When the payment is done you land in the dashboard at `app.fidelip.com`, on **Getting started**, the setup guide. While you work through it, you find it at the top of the menu (*Dashboard → Getting started*), with how many steps you have done. At the top you see your progress and, under **Up next**, one step at a time with a button to do it. Below is the full list, grouped like this:

- Your account: the account, your sign-up link and your plan. They come checked off from signup, and you find them under **Done steps**.
- Your card: what the design doesn't cover. Your logo and the logo for Android, the background image, your stamp icons, the real name of the reward and your contact details.
- Your survey: if your plan includes surveys, turning it on, who to alert when someone rates you low, the QR code and kiosk mode.
- Your business: adding your location and putting it on the map.
- Your team: inviting your staff, installing the app at the counter and getting them to sign in to it.
- The real test: printing your QR code, signing up yourself first and the first real stamp (or redemption, or response).

Steps Fidelip can check are ticked off on their own when you do them; the rest you tick yourself with **I did it**. If one doesn't apply for now, **Not now** moves it to the skipped list, and **Resume** brings it back. Some steps are optional and don't count toward your progress. When you finish everything, the page says so (**Done. Your program is live.**); a week later **Getting started** moves to the bottom of the menu as **Setup guide**, and the page stays there. You can also hide it sooner with **Hide Getting started from the menu**. At the bottom of the menu, **Help** opens this manual in a new tab.

![Getting started in the dashboard with progress, the next step and the grouped list](https://fidelip.com/docs/en/setup-guide.d815010f.png)

*Dashboard → Getting started: what is left before your first customer has a card*

### Logging back in

Go to [id.fidelip.com/login](https://id.fidelip.com/login), enter your account's email and password and click **Log in**: it takes you to your dashboard. If you turned on two-step verification, it then asks for the **6-digit code** from your authenticator app, or **Use a recovery code** if you don't have it at hand. If you forgot your password, click **Forgot your password?**: we email you a code so you can create a new one. After 5 failed attempts in a row the account pauses for 15 minutes; [Troubleshooting](https://fidelip.com/en/docs/troubleshooting#troubleshooting-account) covers what to do if something keeps you out. To add stamps and points, your team uses the counter app ([Use the staff app at the counter](https://fidelip.com/en/docs/staff-app)).

---

## Set up your loyalty program

Fidelip supports three types of card. You can have several active at the same time (each additional card costs extra, and inactive cards do not count toward your plan's limit), but most businesses start with just one.

Your first card was already created when you designed your account at `id.fidelip.com/create`: open it in *Dashboard → Cards* (select the card, or choose **Open and edit** in its menu) and adjust what this chapter describes. For a second card, the owner selects **Add an extra card**, which leads to *Dashboard → Billing* (+$19 USD/month), and then **New card**. These are United States prices, before sales tax; in other countries Fidelip bills in the local currency (see [fidelip.com](https://fidelip.com/en)).

![The Cards screen of the dashboard with the business's loyalty cards](https://fidelip.com/docs/en/program-create.e66cb0cc.png)

*Dashboard → Cards*

### Choose the card type

**New card** opens a form on the right: type the **Card name**, pick the type under **How do your customers earn?** and select **Create card**. You land on the **Design** tab to add your logo and colors ([chapter 03](https://fidelip.com/en/docs/design-card)). The type can't be changed after the card is created.

| Type | How it works | Best for |
| --- | --- | --- |
| **Stamps** | Customers collect one stamp for every qualifying visit or purchase until the card is full. The stamp that completes the card hands over the prize automatically, and the card starts over. | Coffee shops, car washes, salons, barbershops. |
| **Points** | Customers earn points based on the amount they spend (e.g. 1 point per $10). They redeem points for the rewards you define. | Restaurants, retail, stores with tickets of varying size. |
| **Membership** | Customers get a fixed perk (VIP 20% off, 2-for-1, a free dessert) that the cashier redeems in the app by scanning their card, and the perk text shows on the card. You decide how often it can be redeemed: once per customer, x times a week, unlimited, and so on. | Restaurants with happy hour, gyms with extra classes, salons with VIP services. |

The rest of the card lives in the **Program** tab (*Dashboard → Cards → Program*): **Stamps per card** or **Points goal** (just the number shown on the Wallet card; it does not limit how many points a customer can collect) and the **Card active** switch. An inactive card stops appearing in the counter app and on your sign-up page, and your customers keep their balance. Membership cards also have the **Benefit label** and **Redemptions per customer** there. On the Enterprise plan, membership cards add an **Employees** tab that lists the people who hold the card.

### Earning rule

Stamp and points cards have an earning rule that defines how customers earn. Fidelip creates one along with the card, and you can adjust it at any time in *Dashboard → Cards → Rules*: select the pencil on the rule, change what you need and select **Save rule**. A membership card has no earning rule. Under **How it is earned** you choose:

- **By spend**: one stamp or point for every amount spent (e.g. 1 point per $10). Under **How much it gives** choose **Fixed amount** or **By spend ranges**, which gives more to customers who spend more (e.g. 1 point on checks up to $499 and 2 from $500). Useful for points programs.
- **By product**: one stamp for every eligible product (e.g. one stamp for every coffee sold).
- **By visit**: one stamp or point for every visit or purchase, regardless of the amount.

![The Rules tab of a points card with the sheet for editing the "By spend" rule](https://fidelip.com/docs/en/program-rules-tab.091e7b66.png)

*Dashboard → Cards → Rules*

A stamp card uses a single rule. A points card can have one per type (**Add rule**), but it is best to keep just one: the counter app adds points by amount spent, and Fidelip warns you if there are several. A card's last rule cannot be deleted, because without it the counter app could not add anything; on a points card the **By spend** rule cannot be deleted either when it is the only one of its type, even if there are others. To change how customers earn, edit the rule: changes apply from the next time a customer earns, and what your customers already have does not change.

### Promotions (temporary multipliers)

Promotions are extra rules that multiply what customers earn on certain days and hours. For example: *double stamps on Tuesdays from 3 to 6 pm*, or *triple points all day Saturday and Sunday*. Create them in *Dashboard → Cards → Promotions* with **New promotion**: give it a **Name**, the **Multiplier** (×2 is double; on a stamp card, whole numbers only, because a stamp can't be split), the **Days** (no days selected means every day) and the hours: **All day**, or **From** and **To**. They use your business's time and apply automatically on every earn, with nothing for the cashier to do. A switch in the list turns each one on or off. Membership cards don't have promotions.

If the card has tiers, a promotion combines with the customer's tier multiplier: a ×2 promotion and a ×1.5 tier give ×3 ([chapter 07](https://fidelip.com/en/docs/tiers)). Turn off **Combines with the tier multiplier** so that, while the promotion runs, customers earn with the promotion instead of their tier bonus, and **Combines with other promotions** so that, if two overlap, only the one with the highest multiplier counts.

### Rewards

Stamp and points cards have a list of redeemable rewards in *Dashboard → Cards → Rewards*. Each card starts with a first reward: select it to edit it, or create another with **New reward**. For each one you define:

![Rewards tab of a points card: the list of rewards with their cost, stock and conditions](https://fidelip.com/docs/en/program-rewards-tab.1da3993f.png)

*Dashboard → Cards → Rewards*

| Field | What it means |
| --- | --- |
| **Reward type** | A free item, a percentage discount, a fixed-amount discount or a 2-for-1. For discounts, you enter how much. |
| **Name** | What the customer sees on their Wallet card and in the counter app: 'Free coffee', 'Complimentary dessert', 'Free haircut'. You can add a description (it goes on the back of the card) and a photo (customers see it in their portal). |
| **Cost** | How many points it takes to redeem it. On a stamp card the field is locked: the reward for a completed card costs one full card. |
| **Stock** | Optional: how many redemptions can be made in total (the ones already made count). Empty = no limit. When they run out, the counter app blocks the redemption. |
| **Limit per customer** | How many times the same person can redeem it, in total. Empty = no limit. |
| **Minimum tier** | Optional, and it only appears if the card has tiers: only customers at that tier or higher can redeem it. **All customers** leaves it open ([chapter 07](https://fidelip.com/en/docs/tiers)). |
| **Redemption conditions** | Optional: **Valid dates** (it can only be redeemed between two dates), **Minimum purchase** (the app asks for the ticket amount before redeeming and needs a recent version), **Only at these locations** and **Not combinable with promotions** (it can't be redeemed while one of the card's promotions is running). |
| **Available to redeem** | When off, the reward is paused: it stops appearing on the card and in the app, and you can turn it back on later. A reward that has already been redeemed can't be deleted, only paused. |

On a points card, when the cashier scans a customer, the counter app shows which rewards the customer can afford, based on their tier, the stock and each reward's conditions. On a stamp card the prize is handed over automatically: the stamp that completes the card makes the app record the prize as given, and the card starts over. Because there is no redemption at the register where limits could be checked, that stamp does not check the stock or the limit per customer, and the reward has no redemption conditions; if you want a prize that expires or requires a minimum purchase, use a voucher in *Dashboard → Vouchers* ([chapter 11](https://fidelip.com/en/docs/vouchers)).

> [!TIP] Tip
> If your business is new to loyalty programs, start with one clear, reachable reward (an 8-stamp card, for example, or the equivalent of 2 or 3 visits in points). Once you see traction, add more rewards and tiers.

---

## Design your digital card

Fidelip cards live inside **Apple Wallet** on iPhone and **Google Wallet** on Android, the wallet apps that already come with the phone. Your customer adds the card once and carries it everywhere, next to their boarding passes, bank cards and event tickets.

> [!NOTE] Note
> **Your customers don’t download any Fidelip app.** The people who use an app are your staff at the counter (the staff app) and you, in the dashboard (the web app). For the customer, everything happens inside their phone’s wallet.

### What you can customize

You design the card in *Dashboard → Cards → Design*: open the card and go to that tab. On the left you set the **Colors** and the **Images**; on the right, the **Preview** shows the card on **iPhone** and on **Android** the way your customer will see it once you save (if your screen can’t fit them side by side, you switch between the two with those buttons). Until a card has its own colors, logo and banner, it uses your business’s (*Dashboard → Settings → Brand design*); what you change here applies only to this card.

Under **Colors** you set three things:

- **Card background**: the color of the card. Type a HEX code (like #2F4A26), pick it with the color picker or tap one of the suggested colors.
- **Value text**: the color of the customer’s name, balance and ID. Choose **White**, **Black** or **Other color**.
- **Label text**: the color of the small capitalized words, like NAME and ID.

Each text is shown on your background with its contrast: **Easy to read** or **Hard to read**. If it is hard to read, Fidelip suggests white or black, but you can save it as is. The two text colors are used on iPhone.

> [!NOTE] Note
> Android doesn’t look exactly like iPhone. Google Wallet picks the text color on its own and uses a single color for all your business’s cards: next to the background you’ll see whether the color applies to iPhone only or to Android too and, when Android’s color isn’t the card’s, the preview says where it comes from (your business’s color in *Dashboard → Settings → Brand design*, or the one Google takes from your image or logo).

Under **Images** you upload:

- **Logo for iPhone**: 480 × 150 px, or a 150 × 150 px square, as a PNG with no background. It sits at the top left of the card.
- **Logo for Android**: a 660 × 660 px square; Google shows it inside a circle. It is saved as soon as you upload it, without waiting for **Save changes**. Without it, Android uses your iPhone logo cropped to a circle and, if there is none, Fidelip’s (the row says **Missing**).
- **Banner**: 1125 × 432 px. It is the strip across the card; on a Stamps card it sits behind the stamps.
- **Filled stamp** and **Empty stamp**: only for Stamps cards. Two 500 × 500 px icons, square and with no background: one for a stamp the customer has earned and one for the ones still missing. If you don’t upload one, the card uses a green circle with a check and a white circle.

Each row has an **Upload** button (or **Change**, if there is already an image). It accepts PNG, JPG or SVG up to 5 MB and opens a crop at that slot’s proportions. The image is applied when you save; until then the row says **Not saved**. If you change the same type of image many times in one day, Fidelip tells you how many changes you have left today: it doesn’t block you, but installed cards may take longer to update. The same banner can be the cover of your sign-up page: turn it on with **Use the card’s banner as the cover** in the **Sign-up** tab.

Other things your customer sees on the card:

- **Tier on the card**: if the card has tiers, each customer’s tier appears between their name and their ID and changes on its own when they move up or down. You create tiers in the **Tiers** tab (see [VIP tiers](https://fidelip.com/en/docs/tiers)).
- The texts on the back of the card (how to earn, available rewards and terms) aren’t in Design but in the **Content** tab, under **Card texts**. They write themselves from your rules and rewards (**How to earn stamps** or **How to earn points**, **Available rewards** and **Terms of use**); with **Customize text** you write your own and with **Back to automatic** you return to the automatic text.
- The card’s language (the one used for labels like NAME or STAMPS) is set in *Dashboard → Cards → Program → Card language*.

> [!WARNING] Warning
> Always use a PNG with a **transparent background** for your logo. If you upload a JPG or a PNG with a white background, the logo will show up as a white box on the dark colors of the wallet.

![Design tab of a stamp card: colors and images on the left, iPhone and Android previews on the right](https://fidelip.com/docs/en/card-editor.c99b1111.png)

*Dashboard → Cards → Design: colors, images and a live preview*

![Preview of the points card on an iPhone, as it looks in Apple Wallet: points balance, name, Gold tier, ID and QR code](https://fidelip.com/docs/en/card-on-wallet.f1735e4a.png)

*The card as it looks in Apple Wallet (the dashboard's preview)*

### Save and update installed cards

While you edit, your customers’ phones don’t change. When something is pending, the bar **You have unsaved changes** appears at the bottom, with **Discard** and **Save changes**; if you leave the tab with something unsaved, the dashboard asks first.

When you save, Fidelip updates on its own the cards your customers already have in Apple Wallet and Google Wallet, without touching their balance. It usually takes a few minutes. If a phone still shows the old card, use **Update installed cards** (at the top, next to the card’s name): it sends the card again to people who have it in Google Wallet and to iPhones with automatic updates on, and it changes no balance and sends no message. If you press it twice in a row, it tells you how many minutes to wait. Only the owner and admins can change the design and resend the cards.

### How your customer gets the card

While the card is active, the **QR** tab (*Dashboard → Cards → QR*; the **Sign-up QR code** button at the top takes you there) has everything you need to hand it out:

- The card’s **Sign-up link**, with a **Copy** button, to share by text message, Instagram or email. **View as a customer**, at the top, opens that page the way your customer sees it.
- A printable QR code for your counter, tables or entrance, with your logo and the official Apple Wallet and Google Wallet buttons: **Download PNG** or **Print-ready PDF**, both in high resolution. If you prefer the QR alone, with no design, use **Download plain QR**.
- **Sign-up origin**, if you have locations: one link and one QR per location and, if you want, per register or table. Each new customer is recorded with the point where they signed up.

![QR tab of a card: the sign-up origin selector, the sign-up link with its Copy button and the printable QR card ready to download as PNG or PDF](https://fidelip.com/docs/en/card-qr-tab.a3da6e86.png)

*Dashboard → Cards → QR: link, printable QR and sign-up origin*

If the card is inactive, its link and QR say the sign-up link isn’t available until you turn on the **Card active** switch in the **Program** tab.

Your customer opens the link or scans the QR, enters their name and email and, when they finish, taps the official button for their phone to save the card (the same ones you see here):

> [!TIP] Tip
> When a customer earns a stamp, their card updates within seconds through a silent push notification. Apple Wallet and Google Wallet do the work: you don’t need to do anything extra (on iPhone, as long as the customer has automatic updates on for the card). If the phone has no signal at the exact moment of the redemption, the card syncs when it reconnects.

---

## Sign up customers

A customer gets into your program one way: they open your public sign-up page, leave their email and add the card to their Wallet. This chapter covers how they reach that page (by QR code, by link or invited by another customer), what you ask them for, how you see where each person signed up, and what they see afterwards in their own portal.

### How a customer signs up

Sign-up is public and takes less than a minute. The customer opens your program link (`fidelip.com/c/{slug}`), types their name and email (and whatever else you ask for) and taps **Join now**, or the text you set on the button. If the email looks like it has a typo, such as `gmail.con`, the page suggests the right one before going on. When they finish they see their QR code and the button to add the card: **Add to Apple Wallet** on an iPhone, **Add to Google Wallet** on Android (on a computer, both). They do not need to create a password or download an app.

If they were already signed up with that email, the page greets them with **Welcome back!** and gives them their card back, not a new one.

![Public sign-up page on a phone: cover, title, benefits, form fields, promotions checkbox and the join button](https://fidelip.com/docs/en/public-join-page.8e0d212b.png)

*Public sign-up page, phone view: opened by your card’s QR code or fidelip.com/c/{slug}*

#### How they reach that page

| Channel | How it works |
| --- | --- |
| **Printed QR code** | The one in your card’s **QR** tab (*Dashboard → Cards → QR*), or your business’s general one at *Dashboard → Settings → Sign-up QR code to print*. Download it with **Download PNG** or **Print-ready PDF** and put it at the counter, at eye level, where customers wait for their check. More in [How your customer gets the card](https://fidelip.com/en/docs/design-card#design-card-share). |
| **Direct link** | `fidelip.com/c/{your-business}` opens your first active card; each card also has its own **This card’s link**, in its **Sign-up** tab. Use them in WhatsApp, your Instagram bio, your website or the footer of your emails. An inactive card does not open: the link answers “This sign-up link isn’t available”. |
| **The staff app** | In the **Customers** tab, **Sign up a new customer** shows your sign-up QR code on the screen: the customer scans it with their camera and signs up on their own phone. Useful when you do not have the printed QR code at hand. The location the employee has selected in the app is recorded as the origin. Details in [Customers tab: sign up and look up](https://fidelip.com/en/docs/staff-app#staff-app-customers-tab). |
| **Invitation from another customer** | The referral link of someone who is already signed up (see [Referral program](https://fidelip.com/en/docs/customers#customers-referrals)). |

#### What you ask for

You set it in *Dashboard → Cards → Sign-up* (open any card) or in *Dashboard → Settings → Sign-up form and sign-up page*: it is the same form. There is one form for your whole business, so what you change applies to all your cards, and only the owner or an admin can change it. What you ask for and its order are saved right away.

Under **What you ask for**, each field has a switch in **Ask** and, if you ask for it, a checkbox in **Required**. **Name** and **Email** are **Always required**: the name shows on the Wallet card and is how your staff find the customer in the app; the email goes right after the name, and it is how we recognize someone who already has their card, how they sign in to their portal and where your vouchers reach them.

- Your choice: **Phone**, **Birthday** (**Month and day**, which is enough to greet them, or **Full date with year**), **Postal code**, **Gender**, **Age** and **Address** (which already includes the postal code). Drag the handle of each row to change the order on your page.
- **Company**, where your customers pick their partner company from a list, is on the **Enterprise plan**.
- **Your own questions**: up to 5 with **Add a question** (text, number, date or a list of options), such as their favorite location or how they heard about you. They are ordered with the other fields, and the answers show on the customer’s profile, under **Sign-up answers**, and in the Excel file. Do not ask for sensitive data (health, religion, political views…): the law protects it specially. If you remove a question, the answers already given are kept.
- **Promotions checkbox**: asks permission to email them promotions. It shows ticked by default (with **Show it already ticked** you can turn that off), but in Europe, Canada and some Latin American countries it always shows unticked, because the law there requires explicit permission.

Someone who signs up from a survey only gives their name, email, phone and birthday.

![Sign-up tab of a card: the fields you ask for with their switches, your own questions, the promotions checkbox and a phone preview of the page](https://fidelip.com/docs/en/signup-form.2e3b37a3.png)

*Dashboard → Cards → Sign-up: what you ask for, with a preview of your page*

> [!TIP] Tip
> Ask for the minimum. Every extra field lowers the share of people who finish signing up; if you are unsure about a field, leave it optional.

#### How your sign-up page looks

Further down, **Sign-up page** lets you give it your own style, with a phone preview that changes as you edit. Under the preview you have the **Short link**, **This card’s link** and **View page**; at the top, **View as a customer** opens the page the way they see it.

- **Cover and logo**: your card’s banner as the cover (**Use the card’s banner as the cover**), the **Business logo**, the **Logo size** and the **Font**.
- **Colors**: **Header**, **Background**, **Form**, **Button** and **Text**. They save by themselves, and the page warns you if the text barely reads on the form.
- **Texts**: **Title**, **Subtitle**, **Button text**, **Introduction** and **Benefits** (up to 6, shown with a check mark before the form). Anything you leave empty uses Fidelip’s text, which is translated to each visitor’s language; what you write is shown exactly as typed, in every language.

The texts, the cover, the logo size and the font are saved with **Save changes**. There is no custom CSS: this is your legal sign-up form, and a custom style could hide the privacy notice or the promotions checkbox.

#### See where they signed up

If you have locations, the **Sign-up origin** block of the **QR** tab (see [How your customer gets the card](https://fidelip.com/en/docs/design-card#design-card-share)) creates a link and a QR code per **Location** and, if you want, per **Register or table (optional)**. Each new customer is recorded with that point, and you see it under **Customers by sign-up origin**, in the **Signed up at location** filter of *Dashboard → Customers* (**More filters**) and in the Excel file. Only the locations your plan includes get their own link; the others show locked with **Go to Billing**. Nothing here ever rejects a sign-up: a link for a location that is not included signs the customer up like the general link, and customers from before October 2026 are counted together with the general link.

### Referral program

Every customer gets a **6-character invitation code** when they join. When someone signs up with their code (`fidelip.com/c/{slug}?ref=ABC123`), the page tells them who invited them and, depending on how you set it up, both of them get a bonus in stamps or points.

You set it up in *Dashboard → Referrals*, under **Bonuses** (the owner or an admin): turn on **Give a bonus for invitations** and set the **Bonus for the customer who invites** (1 to 1,000 stamps or points) and the **Bonus for their friend** (0 to 1,000; 0 = nothing). Under **When are they paid?** you choose **When their friend signs up** (right away, even if the friend never comes in to buy) or **After their first purchase**, which is the **Recommended** one: you only pay for friends who actually come in, it is checked every hour and an undone purchase does not count. It is saved with **Save changes** and applies to new invitations.

- While the bonuses are on, the back of each customer’s digital card shows their invitation link; when you turn them off it disappears, and installed cards update on their own.
- Each bonus goes to that person’s oldest stamp or points card, and their digital card updates on its own. A membership card does not receive bonuses.
- The customer who invites is paid for at most **3 invitations a day** (counted by your business’s local time). Any more are still recorded, with no bonus for them; the friend’s bonus has no cap.
- If you turn the bonuses off while invitations are waiting for the first purchase, those are never paid, even if you turn the bonuses back on; the page tells you how many there are before you confirm.

Further down, **Invitations** lists each one with its status (**Paid**, **Waiting for a first purchase** or **No bonus**) and, if it ended without a bonus, the reason: **Daily cap of 3**, **Bonuses off** or **No stamp or points card**. Emails stay hidden until you choose **Show data**. Invitations are counted even when the bonuses are off.

### Where you see who signed up

In *Dashboard → Customers* each person appears as soon as they sign up, newest first. Search by name, email or phone (4 digits of the phone are enough), filter with **More filters** (by **Sign-up date** or **Signed up at location**, among others) and open their profile to see their cards, their history and their **Sign-up answers**.

![Customers list in the dashboard with search, filters, shortcuts and each person with their cards, last visit and segment](https://fidelip.com/docs/en/customers-list.88c9b3f6.png)

*Dashboard → Customers: who signed up, newest first*

- Email and phone stay hidden until you choose **Show data**, and who viewed them is logged.
- **Download Excel** asks for a code that is emailed to you, and only the owner or an admin can download it.
- Only the owner and admins see this list; your team looks customers up from the staff app ([Customers tab: sign up and look up](https://fidelip.com/en/docs/staff-app#staff-app-customers-tab)).

### What your customer sees: their portal

Every customer has a portal to see their own account at `cliente.fidelip.com/{slug}`; the link is on the back of their Wallet card. They sign in with their email, no password: they ask for **Send sign-in code**, get a 6-digit code and type it in **Verify and sign in**. It has three tabs:

- **Cards**: their cards with their balance and progress, their rewards and their vouchers. Opening a card shows **Rewards** and **Activity**.
- **Invite**: their code and link, to copy or share on WhatsApp, and who they have invited.
- **Profile**: their details (only the ones your form asks for; the birthday can be changed once a year) and **Privacy and data**, where they download a copy of their data (**Download my data**) or delete their account (**Delete my account**: it erases their balances and history and cannot be undone). In Europe and Canada they also choose there whether they get **Promotions**.

### Ask for their opinion

Signing up a customer is half of it; the other half is finding out how it went. Fidelip surveys are short questions the customer answers from their phone, and they can give stamps or points for completing them. All of that (the 15 question types, conditional logic, kiosk mode, automatic emails and alerts) lives in its own chapter.

1. **Create the survey** In *Dashboard → Surveys* tap **Create my first survey** (or **New survey**, if you already have others). Pick a template with **Use template** or start **Blank** with **Create draft**, which stays inactive until you turn it on. You can change everything later.
2. **Choose how it reaches them** A QR code on the table, a link on WhatsApp, the tablet in kiosk mode, or the staff app after you charge them.
3. **Review the responses** The survey’s statistics give you NPS, CSAT and the breakdown by question, and alerts tell you when someone leaves a low rating.

> [!TIP] Tip
> Continue in [Surveys in depth](https://fidelip.com/en/docs/surveys): the full detail is there, including [kiosk mode](https://fidelip.com/en/docs/surveys#surveys-kiosk-mode).

---

## Use the staff app at the counter

The Fidelip staff app is the one your team uses at the counter. It runs on iPhone, iPad, and Android phones and tablets. With it you scan the customer’s card, add stamps or points, redeem rewards and vouchers, and hand over the survey.

### Install the staff app

Download the app from your phone’s store. In the store it appears as “Fidelip - Loyalty & Surveys” and on your home screen as “Fidelip”. From the dashboard you can also find it in your account menu, under **Download the app**.

Open the app and sign in with the email and password of the person who will be serving customers. If they don’t have an account yet, create one in the dashboard under *Dashboard → Staff* (see [Invite team members](https://fidelip.com/en/docs/team-locations#team-invite)). If the account has two-step verification, the app asks for the code. Anyone who works at more than one location first answers **Where are you working today?**, because stamps, redemptions and surveys are recorded at that location. The session lasts 30 days on that phone.

### The tabs

| Tab | What it is for |
| --- | --- |
| **Scan** | The camera. You read the customer’s QR code and add, redeem or apply their voucher. |
| **Surveys** | You start a survey and hand the phone or tablet to the customer. It shows up when your business has an active survey. |
| **Analytics** | The numbers for the period: new customers, issued, redemptions and survey results. |
| **Alerts** | The low ratings that come in from your surveys. |
| **Customers** | You sign up a new customer with a QR code and, if you turn it on, look a customer up to add to their card without scanning. |

On the Surveys plan, which does not include cards, the app shows only **Surveys** and **Alerts**.

### Add stamps or points

1. **Open the Scan tab** It is the first screen of the app and it is the camera itself: there is no button to tap first. The first time, it asks for permission to use the camera. At the top you see your location and the flashlight button.
2. **Point at the customer's code** The customer opens their card in Apple Wallet or Google Wallet; the QR code is on the front. The app reads it on its own and looks the customer up.
3. **Pick the card (if they have several)** If the customer has more than one card, the app lists them under **Cards · pick one**, each with its balance and how much is left for its reward. Tap the one that applies. With a single card this step does not appear: the app opens that card directly.
4. **Add the stamp or the points** On a stamp card, tap **Add stamp**; if your card asks for a ticket number or the purchase amount, the app asks for them right there. On a points card, type the purchase amount: the app tells you how many points that is, promotions and tier included, and the button changes to **Add 35 points**. On a membership card (the app’s screen calls it **Benefits card**) the button is **Apply benefit** and no amount is asked for.
5. **Done** The app confirms with **+1 stamp** (or the points) and the customer sees the change in their Wallet within seconds. Close the screen (**Done** or the ✕) and the camera is ready for the next customer.

![Scan tab of the staff app: the camera viewfinder with the hint "Point at the customer's code", the location and the flashlight and account buttons at the top, and the Scan, Surveys, Analytics, Alerts and Customers tabs at the bottom](https://fidelip.com/docs/en/pos-scan.98ef11cc.png)

*Scan tab: on your phone, the black background is the camera*

![The customer's screen after scanning: name, visits, the Regular and ID chips, and their two cards under "Cards · pick one", a stamp card at 5 of 8 and a points card with 240, with the Add stamp button](https://fidelip.com/docs/en/pos-customer-cards.666c1146.png)

*After scanning: the customer's cards*

Three things the app does for you when you add:

- **Undo.** Next to the confirmation, **Undo** stays for 30 seconds, in case you picked the wrong customer or the wrong amount.
- **Wait between stamps.** After a stamp, the button takes 10 seconds to come back: a double tap does not give two stamps.
- **Repeat purchase.** If your card has the repeated-amount check and you record a purchase identical to a very recent one, the app asks **Repeat purchase?** before saving it. On a points card, an amount of 5,000 or more (in your currency) also asks for confirmation: one extra zero changes a lot.

![The customer's stamp card at 6 of 8 after adding a stamp: today's movement "+1 stamp", the "+1 stamp" notice with the "Undo · 27 s" button and the Add stamp button waiting 7 seconds](https://fidelip.com/docs/en/pos-confirm.18c3e651.png)

*Stamp added: Undo lasts 30 seconds*

> [!NOTE] Note
> The counter phone is shared, so the app shows only the minimum about a customer: their short name (for example “Jessica Ande.”), their visits, their segment, whether their birthday is this week, their tags (up to three), their vouchers and their card ID. Never their email, and only the last 4 digits of their phone when you look them up by name.

### Hand over a reward (redeem)

On a stamp card, the stamp that completes the card is already the redemption: the app shows **Card complete!** with the reward, records it, and the card starts over. Hand over the reward at that moment. That last stamp can no longer be undone from the app; if it was a mistake, the owner fixes it in the dashboard.

!["Card complete!" screen with the card at 8 of 8, the reward that was recorded and the note that the card goes back to 0 of 8](https://fidelip.com/docs/en/pos-card-complete.a934a78a.png)

*Card complete: the reward is recorded on its own*

For rewards paid for with a balance (the ones on a points card, or the ones that cost less than a full card):

1. **Scan the customer’s card** Same as for adding.
2. **Tap “Redeem”** When the customer has enough for a reward, the app says so on their card (“Can redeem 1 reward”) and **Redeem** appears: a button next to the add button, the gift icon on a stamp card, or the button with the number of rewards on a points card. The list separates the **Available** rewards from the ones **Coming up**, and for those it says how much is missing, whether they need a tier, or whether they are out of stock.
3. **Confirm the redemption** Tap **Redeem** on the reward. The app asks before it deducts anything and shows the balance before and after. If the reward has a minimum purchase, it first asks for the ticket amount.
4. **Hand over the reward** The app shows **Reward redeemed**, with **Undo redemption** for 30 seconds. **Add purchase** takes you back to add today’s purchase.

> [!NOTE] Note
> Every stamp, add and redemption is recorded with the person who did it and the location chosen in the app. In the dashboard, *Dashboard → Overview* can be viewed location by location, and the **Activity log** (the link **See the whole activity log**, under recent activity) shows who did each movement.

Vouchers are redeemed from the same tab: see [Redeem at the counter](https://fidelip.com/en/docs/vouchers#vouchers-redeem).

### Customers tab: sign up and look up

**Sign up a new customer** shows your business’s sign-up QR code on the screen. Turn the phone toward the customer: they scan it with their own camera, fill in their details on their phone and save the card to their Wallet. Tap **Done** when it is finished.

**Find a customer** appears when you have adding without a QR turned on (next section). It is a single field: **Name or card ID**. Type at least 3 letters of the name, or the ID the customer sees on their card. Each result shows the short name, the ID, the last 4 digits of their phone to confirm it is the right person, and the balance of their cards. The search only sees your business’s customers and shows up to 8 results: if more people have that name, add the last name too or search by ID.

![Customers tab: the Sign up a new customer button and a search for a first name with 2 results, each with short name, card ID, the last 4 digits of the phone and the balance of their card](https://fidelip.com/docs/en/pos-clients.950f83e9.png)

*Customers tab: search by name or card ID*

### Add without a QR

For when the card cannot be scanned: a broken screen, a dead battery, or the customer did not bring their phone. The same rules apply as when scanning (promotions, tier and the reward for a completed card included). It does not apply to the membership card.

You turn it on per card: in *Dashboard → Cards* open your card, go to the **Program** tab, and in **Adding without QR** turn on **Allow in the POS app**. There you choose who can add in the app (**Admins only** or **Admins and staff**) and the limits for staff. The owner and admins have no limit, and can also add from *Dashboard → Customers*.

1. **Find the customer and tap them** In the **Customers** tab. If they have several cards, pick which one to add to.
2. **Say how much** The stamps to add, or the purchase amount on a points card (the app works out the points). Below you see the limit, for example “Up to 3 without approval”.
3. **Ticket and reason** Type the ticket number if the card asks for it and pick the reason: **The QR wouldn't scan**, **Purchase not recorded** or **Other** (you type it).
4. **Tap the add button** The button at the bottom says how much you are adding. The add is recorded under your name, with the reason and the ticket, and the customer sees the change on their card. You have 30 seconds to **Undo**.

![Add without QR screen: 1 stamp to add with the limit “Up to 2 without approval”, the ticket number, the reason “The QR wouldn't scan” chosen and the note that it is recorded under your name](https://fidelip.com/docs/en/pos-manual-earn.d8ac55b0.png)

*Add without QR: stamps, ticket and reason*

The limits you can set for staff:

- A maximum of stamps, or a maximum amount, per add.
- Adds without QR per person per day (the app keeps count: “Added without QR today: 0 of 5”).
- Ask for the ticket number.

If an add goes over the limit and the card has **Ask for a PIN above the limit**, the app shows **Approval needed**: the owner or an admin types their **Manual-earn approval PIN** on that phone (4 digits; you set it when you edit that person in *Dashboard → Staff*, and it is different from the **Kiosk PIN**). The add records who did it and who approved it. Without that option, or if nobody has set their PIN, an add over the limit cannot be recorded in the app.

### Surveys tab and kiosk mode

The tab shows your main survey (in the app it says **Default**) and the **Start survey** button; with **Pick another survey** you open any other survey you have active. When you start it, the app goes full screen and hides the tabs: hand the phone or tablet to the customer.

- If the survey has **Kiosk with PIN**, before each survey the app shows **Sign in to start**: whoever is serving types their 4-digit kiosk PIN and the response is recorded under their name. If the survey asks for a table number, it is captured after the PIN. When it ends, **New survey** gets the next one ready and **Exit kiosk** asks for a PIN again, so a customer cannot reach the rest of the app.
- Without the kiosk, the survey opens straight on the questions and, when it ends, the app goes back to the tab.

At the bottom, under **Today**, you see the day’s responses, the average rating and the new alerts. Kiosk mode is set up in the dashboard: see [Kiosk mode](https://fidelip.com/en/docs/surveys#surveys-kiosk-mode).

![Surveys tab: the default survey with 5 questions and the Kiosk with PIN label, the Start survey button, and today's responses, average rating and new alerts](https://fidelip.com/docs/en/pos-surveys.d56b1a5f.png)

*Surveys tab: Start survey*

![Kiosk screen “Sign in to start” with the keypad for the staff member's 4-digit PIN](https://fidelip.com/docs/en/pos-kiosk-pin.3a7f9f5d.png)

*Kiosk: whoever is serving types their PIN*

### Hand over the survey after adding

If you have an active main survey at your location, when you close the customer’s screen after adding stamps or points the app asks **Hand over the survey?** with the survey’s name and how many questions it has. **Hand over the phone** opens the survey full screen so the customer answers right there; **Not now** dismisses it and you are back at the camera.

### Analytics tab

A summary of the period without opening the web dashboard. At the top you pick the period (**Today**, **Last 7 days**, **Last 30 days**, **This month** or **Pick dates…**), what to compare it with (the previous month or the previous year) and the location, or **Whole business**.

- **Loyalty**: new customers (if you pick a location, the customers served there), stamps or points issued, redemptions and the business’s total customers, plus a by-day or by-week chart of what was issued, what was redeemed and the new customers.
- **Surveys** (if your business has surveys): responses, rating, NPS and CSAT, the distribution of ratings, promoters, passives and detractors, and how many started surveys were completed.

![Analytics tab of the staff app for the last 30 days, Loyalty view: the New customers, Issued, Redemptions and Customers tiles, and the by-day chart of what was issued](https://fidelip.com/docs/en/pos-analytics.b7ed4483.png)

*Analytics tab, Loyalty view*

### Alerts tab

This is where the alerts from your surveys arrive (a **Low rating**, an **NPS detractor**, a **Thumbs down** or a **Negative comment**), grouped by day and by survey, with a red number on the tab while any are unread. Choose between **Unread** and **All**; the filter button changes the period (last 48 hours, 7 or 30 days) and the location, and has **Mark all as read**. Swipe an alert to the left to mark it as read, or tap it to see the full response: the survey, who served the customer, the location and the date. Replies to the customer are written from the dashboard.

![Alerts tab with 3 unread alerts grouped by day and survey: two low ratings of 2 of 5 and an NPS detractor of 3 of 10, each with its location](https://fidelip.com/docs/en/pos-alerts.7c417377.png)

*Alerts tab: the unread ones*

Which alerts sound on each phone is chosen in *Settings → Alerts on this phone*. The rules that create the alerts are in [Alert rules](https://fidelip.com/en/docs/surveys#surveys-alert-rules).

### Settings and account

Settings open from the **Scan** tab: tap the person icon at the top right, or the name of your location.

| Setting | What it does |
| --- | --- |
| The row with your name | Opens **Account**: your business, your role, your location and until what day the session lasts on that phone. Your password and two-step verification are managed in the dashboard. |
| **Location** | Switch the location you are working at, if you have more than one. |
| **Alerts on this phone** | **All alerts**, **Critical only** (NPS detractors only) or **Mute**. |
| **Language** | The app shows in your business’s language (**Business**). Here you can pick another one just for that phone: Spanish (Mexico), Spanish (Spain) or English. The kiosk survey always shows in the business’s language. |
| **Appearance** | **System**, **Light** or **Dark**. Text size follows the phone’s own settings. |
| **Vibrate on scan** | Turns on or off the vibration that confirms each read. |
| **Help** | **Support on WhatsApp** and by email. |
| **Sign out on this phone** | To get back in you have to type the email and password. |

### If the internet goes out

To look up a customer (when scanning or by name) and to redeem, the app needs a connection. If the internet drops right as you add a stamp or points, the app saves the record, tells you **Offline** and sends it on its own when the signal comes back; you can also tap **Try again**. Surveys keep working: the app uses the last saved version and sends the responses when it reconnects.

---

## Team and locations

A **location** is each physical site of your business. It is also the billing unit: the Surveys + Loyalty plan costs $49 USD/month for the first location and +$19 USD/month for each extra location. The Surveys plan is one flat price per business and puts no limit on locations. Your team and your kiosks are assigned to specific locations. These are United States prices, before sales tax; other countries are billed in their own currency (see the [home page](https://fidelip.com/en)).

### Roles

| Role | What they can do |
| --- | --- |
| **Owner** | Everything, **Billing** included. Sees every location without being assigned to it. There can be more than one: the person who opened the business is the **Main account**, which can't stop being an Owner and can only be changed by that person. |
| **Admin** | The dashboard and the app: cards, rewards, vouchers, customers, surveys, and the Staff and kiosk accounts. Doesn't see **Billing**. Only an Owner can invite or change other Admins and Owners. |
| **Staff** | The counter app, at their locations: scan, earn, redeem and run surveys. They don't see the team or billing. |
| **Kiosk** | An account with only a name and a PIN, so you know who attended when a customer answers the survey on the counter tablet. It doesn't sign in to the dashboard or the app. |

PINs don't depend on the role, and they are not the password. There are two, and they are different:

- **Kiosk PIN**: identifies the person (or the kiosk) in the [kiosk-mode](https://fidelip.com/en/docs/surveys#surveys-kiosk-mode) survey, and the kiosk PIN of any active account in the business also gets you out of kiosk mode. Counter phones keep it so it works offline, so it can't approve anything.
- **Manual-earn approval PIN**: Owners and Admins only. The app asks for it when a [manual earn](https://fidelip.com/en/docs/staff-app#staff-app-add-without-qr) goes past the card's limits. An Owner sets it in the person's record; nobody can see it, not even you: it can only be changed or removed.

No PIN can match another PIN in the business, and the approval PIN can't match the same person's kiosk PIN.

### How many accounts per location

- **5 active people** per location (Admins and Staff).
- **50 kiosks** per location.

Deactivated people don't count toward the limit, so you can deactivate and reactivate accounts without affecting your quota; when you reactivate one, it takes its place at its locations again if there is room. *Dashboard → Staff* shows how many places each location has used, and a person's record warns you when a location is full.

### Invite team members

1. **Create the locations first** From *Dashboard → Locations*, create each site with **New location** (see [Create and look after your locations](https://fidelip.com/en/docs/team-locations#team-manage-locations)). Without a location a person can't use the counter app. If your plan includes loyalty, **Locations** and **Staff** unlock once you create your first card in **Cards**.
2. **Invite the person** In *Dashboard → Staff*, click **Invite someone** and fill in **Email**, **First name**, **Last name** and **Role** (**Staff**, **Admin** or **Owner**; an Admin can only invite Staff). Under **Where they work**, check their locations (it doesn't appear for an Owner, who sees them all) and, if they will also attend the kiosk survey, their **Kiosk PIN**. **Send invitation** emails them a link to create their password.
3. **Follow up on the invitation** Until they create their password they show as **Invitation pending**, and you can send the email again with **Resend invitation**.
4. **Change where they work when you need to** Open their row in Staff and adjust **Locations** (it is saved with **Save changes**), or open the location and use **Team at this location**: there **Assign** and **Remove** take effect right away.

The Staff page groups your team by location: Owners at the top, under **All locations**; anyone without a place to work under **No location**; and deactivated accounts at the bottom. When you open a person you see their **Details**, their role, their **Locations**, the two PINs and **Sign-in and security**: there you can resend the invitation, email them a link to choose another password (**Send email**, Owners only) and see whether they have **Two-step verification** on (if they lost their phone, see [the troubleshooting entry on lost two-step verification](https://fidelip.com/en/docs/troubleshooting#problem-lost-2fa)). An Admin can only change Staff and kiosk accounts.

![The Staff screen with the team grouped by location, kiosks, a pending invitation and the help on roles and PINs](https://fidelip.com/docs/en/team-page.af4aa917.png)

*Dashboard → Staff*

### Add a kiosk

A kiosk doesn't sign in: it is a name and a PIN. In *Dashboard → Staff*, click **Add kiosk**, enter the name (the last name is optional), a 4-digit **Kiosk PIN** (**Generate** suggests one) and choose its location. It appears inside its location with **Kiosk PIN set**: the list never shows the numbers. To move it to another location later, use **Team at this location** in Locations.

### When someone leaves the team

Open the person in *Dashboard → Staff* and click **Deactivate**. The dialog tells you what happens: they can't sign in and their open sessions end, the counter app included; their place at each location is freed; their earns and redemptions stay in the history under their name and your customers' balances don't change; and their email stops getting survey alerts (if someone else uses it, change the recipient in the survey). If they were the only person who could approve manual earns, the dialog warns you.

The account moves to the deactivated group at the bottom of the page. There you can **Reactivate** it or **Erase personal data**: their name, email, PIN and access are erased, their history stays as «Deleted staff member» and their email is free for another account. This can't be undone; you can also do it while deactivating, with **Also erase their personal data** (**Deactivate and erase data**). For an Owner, first change their role to Admin: an owner's data can't be erased.

### Create and look after your locations

*Dashboard → Locations* separates your active locations from the inactive ones (only Owners and Admins see it). Each row shows its address, how many people and kiosks it has, and whether it is already pinned on the map; open one to see its record.

![The business's locations screen in the dashboard, with active and inactive locations and the plan line](https://fidelip.com/docs/en/locations-page.fa0b6411.png)

*Dashboard → Locations*

- **New location**: enter the **Location name** (the only required field), an optional **Internal code** for your reports and your point of sale (your customers don't see it), and the address: with **Search an address or business** pick an option and the street and the point on the map are filled in. The **Time zone** is the business's unless you change it, and it sets that location's clock, for example for hourly promotions. Add the **Location contact** if you want and click **Create location**; then open it to assign your team.
- **On the map** and **Message when nearby**: tap the map to move the point, or use **Use my location**. On iPhone, your customers' Apple Wallet card can show up on their lock screen when they are near a pinned location, with the message you write (up to 100 characters). The iPhone decides when and at what distance; Google Wallet on Android doesn't show it.
- **Team at this location**: who works there, against the location's quota, and **Assign someone from your team**. Owners aren't assigned: they already see every location.
- **Deactivate location**: the location stops showing in the counter app and its point leaves the Wallet cards; rewards or vouchers that are valid only there can't be redeemed while it is inactive. Its earns, redemptions and survey responses stay in your reports and balances don't change. You can't deactivate your only active location. To use it again, click **Reactivate**.

![A location's record with its details, address, map, message when nearby, contact and team](https://fidelip.com/docs/en/location-sheet.6090e70c.png)

*Dashboard → Locations → (open a location)*

> [!NOTE] Note
> Your plan pays for a number of active locations, and the page tells you how many you have. When they are all taken, **New location** and **Reactivate** explain the limit and send you to **Billing** (only the Owner sees it) to add an extra location: see [the extras in Plans and limits](https://fidelip.com/en/docs/plans-limits#plans-extras). If you have more active locations than your plan pays for, all of them keep working in full (earning and redeeming, your team in the app, reports and the Wallet card); you just can't add or reactivate another until you add the missing ones or deactivate one. Deactivating a location doesn't change your bill: an extra location keeps being charged until you remove it in Billing.

---

## VIP tiers

Tiers reward your best customers without any manual work: the more a customer earns, the higher they climb, and the faster they start earning compared with everyone else. You set them up per card, in *Dashboard → Cards → Tiers* (open the card and pick the tab). They are optional: if you create none, your program works the same and every customer earns at the same pace. Only the owner or an admin can change them.

### Create your tiers

A tier is a name, a goal and an earning multiplier. To create one, click **Add tier**: a new row appears at the end of the **Tier ladder**. You can create as many as you like (three is typical: Bronze, Silver and Gold). They run from lowest to highest: the first one in the list is the lowest, and each tier has to require more than the one before it. Move them around with the arrows on each row.

| Field | What it means |
| --- | --- |
| **Tier color** | The color swatch on the row, used to tell the tier apart in this tab. It does not change the customer’s card; that is set separately, in “The card on each tier” (further down). |
| **Name** | The name your team and your customers see (it is also printed on their Wallet card). E.g. Bronze, Silver, Gold. Every tier needs a different one. |
| **Points earned** or **Stamps earned** | The goal to reach the tier, depending on the card type. It is measured on what the customer has earned (sales and bonuses) since signing up, not on their available balance; with automatic reset turned on, only the purchases inside the period count (see “How a customer moves up”). Every tier has to require more than the one before it. |
| **Multiplier** | How much more the customer earns while on that tier. ×1 = no bonus; the maximum is ×10. Under the field you can read what it does, for example “Earns 50% more points”. |

Under each tier, the **Benefits** line sums up what it gives: its multiplier and the active rewards that ask for it as their minimum tier.

Changes do not save themselves: as soon as you edit something, a bar appears at the bottom saying **You have unsaved changes**, with **Discard** and **Save changes**. **Discard** undoes everything you have not saved, including the **Dropping a tier** settings. If something does not add up (an empty or repeated name, a goal that does not go above the tier before it, a multiplier outside ×1 to ×10), we explain it under the field and nothing saves until you fix it.

![Tiers tab of the card editor with the Bronze, Silver and Gold ladder, a customer's card in a phone and the Dropping a tier section](https://fidelip.com/docs/en/tiers-tab.a81d732f.png)

*Dashboard → Cards → Tiers*

> [!NOTE] Note
> The **Tiers** tab does not appear on **Membership card** cards. That card type does not earn points or stamps, so there is nothing to climb on, just like the **Rules**, **Rewards** and **Promotions** tabs.

> [!NOTE] Note
> Saving immediately moves up anyone who already reaches a higher tier, and never moves anyone down. A configuration change sends no email, notification or message: installed Wallet cards update on their own, silently. Each tier keeps its customers and its exclusive rewards even if you change its name, goal, multiplier, color, order or the **Dropping a tier** settings.

### Earning multiplier

The multiplier is what makes climbing worth it. It applies to everything the customer earns at the counter while on that tier (the sales your team records; survey, birthday or referral bonuses are not multiplied):

- ×1: no bonus. The customer earns like anyone else (useful for the entry tier).
- ×1.5: earns 50% more. If a purchase used to give 100 points, it now gives 150.
- ×2: double. You can go up to ×10, although high values make your program much more expensive.

On a points card the multiplier can have decimals. On a stamp card it only accepts whole numbers (×2 means double stamps): a stamp cannot be split in half.

It applies after your time-based promotions and multiplies with them: with a ×2 promotion and a customer on a ×1.5 tier, that purchase earns ×3. The result is rounded down to a whole number. Two card settings change this: in the **Promotions** tab, a promotion can switch off the tier bonus while it runs (the **Combines with the tier multiplier** switch), and in the **Program** tab the **Total multiplier cap** field sets the most an earn can be multiplied by promotions and tier together. On points cards, the app shows the cashier what the customer will receive, multiplier included, before confirming.

#### Rewards exclusive to a tier

A reward can require a minimum tier before it can be redeemed. You pick it when you create or edit the reward, in *Dashboard → Cards → Rewards*, with the **Minimum tier** field: leave it on **All customers** so anyone can redeem it, or choose a tier so only customers on that tier or a higher one can. The field appears once the card has tiers, and in the rewards list the exclusive ones carry the label “Requires Gold tier”.

![Reward editor with the Minimum tier field set to Gold](https://fidelip.com/docs/en/tiers-reward-minimum.3ead7def.png)

*Dashboard → Cards → Rewards: the Minimum tier field in the reward editor*

In the app, when redeeming, those rewards show as locked in the **Coming up** list, with the notice “Requires Gold tier” for anyone who is not on that tier, and the redemption is refused if attempted, even if the customer has plenty of balance. That way you reserve your best prize for your best customers.

> [!NOTE] Note
> On a stamp card the prize is handed out automatically when the card is completed, without going through redemption, and it does not check the minimum tier: this lock is meant for the rewards of a points card.

The birthday gift can also ask for a tier: in *Dashboard → Referrals*, under **Give a birthday gift**, the **Minimum tier for the gift** field.

#### Delete a tier

To remove a tier, use the trash can on its row. Until you save, the tier shows in a red notice (“will be deleted when you save”) with an **Undo** button. If the tier you remove has customers, exclusive rewards, the birthday gift, automations or scheduled messages, before saving we show you what will happen and ask you to confirm.

- Its customers move to the tier right below. If there is none below, they are left with no tier until they next earn, when they get the one that matches what they have earned. Nobody moves up because you delete another tier.
- Its exclusive rewards move to requiring the tier right above. If you deleted the top tier, the reward is turned off; if you turn it back on, it will require the highest remaining tier. If you delete every tier, the reward is turned off and no longer requires a tier.
- If the birthday gift is on and required that tier, it moves to requiring the tier right above; if it was the top one, the gift is turned off.
- Automations and scheduled messages aimed at that tier are not moved to another one: they are left with no recipients until you choose another tier. The confirmation names the automations of that card and the ones set to “All my cards” that are left with no tier.
- No customer gets an email, notification or card message because of this change.

If you rename a tier, the scheduled messages and automations of that card that use it pick up the new name. An automation set to **All my cards** picks it up too, unless another of your cards has a tier with the old or the new name; in that case, review it. The automations of your other cards do not change.

### The card on each tier

Each tier can change how its customers’ Wallet card looks. On the tier’s row, the block titled **The card on this tier** has:

- **Card colour on this tier**: **Same as the card** changes nothing; **Own colour** lets you pick the color and, under **Text colour**, **Automatic text** (white or black, whichever reads better), **White text** or **Black text**. The color only changes on iPhone: on Android, Google uses the same color for every customer.
- **Banner for this tier**, with **Upload banner**, **Change banner** and **Remove**: a 1125 × 432 px image (PNG or JPG, up to 5 MB) that shows on iPhone and Android; without one, the card’s banner is used. It saves as soon as you upload it (not with the save bar), and the tier has to be saved first. Stamp cards use the card’s banner on every tier.

Next to the ladder, **How it looks on their card** draws the card of a customer on that tier inside a phone, with what you are editing even if you have not saved it yet. With **Tier shown** you pick the tier, and with iPhone or Android the phone. On iPhone the tier goes on the card, next to the name; on Android it appears in the details, below the card. On the back, the customer sees how much is left for the next tier. If you change a name or delete a tier, installed cards update on their own, with no message sent.

### How a customer moves up

Promotion is calculated on what the customer has earned on that card. While automatic reset is off (the usual case), that is everything earned since signing up: the sales your team records (by scanning their QR or by adding without a QR) and the bonuses the customer gets for answering a survey, for their birthday, for referring someone or from your automations. The only thing that adds to the balance without moving the customer closer to the next tier is a manual balance adjustment: gifting points by hand does not move anyone up a tier. That total never goes down when the customer redeems a prize, so spending points never costs them their tier. The one exception is undoing a sale within its 10 minutes: what that sale added comes out of the total and, if it had moved the customer up, they go back to the tier they reach without it. We do not send them an email or a message for that change; if you have an active message on the card that shows their tier, it updates to the real tier. With automatic reset on, only the purchases inside the period count (see below).

1. **The customer earns** Every sale your team records and every bonus the customer gets (survey, birthday, referral or automation) adds to that total.
2. **We check the goals instantly** If the total reaches the goal of a higher tier, the customer moves up at that very moment. They never move down this way: promotion only goes up.
3. **The new tier is protected** Moving up starts a grace period (30 days by default) during which automatic reset will not drop them (only undoing, within its 10 minutes, the sale that moved them up).

In the app, when you scan a customer, under each of their cards you see their tier and how much is left for the next one (“Silver · 200 more for Gold”). It is good material for a counter line: “you’re 200 points from Gold”.

### Dropping a tier (automatic reset)

By default tiers are permanent: someone who reached Gold stays on Gold forever (unless the sale that moved them up is undone within its 10 minutes). If you would rather have customers keep earning their tier, turn on the **Review every night whether they keep their tier** switch, in the **Dropping a tier** section of the same tab. It is one policy for the whole card, not per tier.

| Setting | What it does |
| --- | --- |
| **Review every night whether they keep their tier** | The switch. Off, tiers are permanent and nobody drops for inactivity. On, every night we check how much the customer bought in the period and place them on the highest tier they still deserve. |
| **Evaluation period (days)** | How many days back are added up (e.g. 365 = 1 year, 90 = a quarter). Turning the switch on suggests 365. Without a number it cannot be saved: type one or turn the review off. |
| **Grace period (days)** | Protected time after moving up a tier: during those days the customer cannot drop. The default is 30. It also starts over when someone drops, so they do not fall two steps in a row. |
| **Email the customer when they drop a tier** | Sends the customer an email with their new tier when they lose one. It only controls that email: turning it off changes nothing else. |

With the review on, what counts changes: to move up and to keep a tier, only the points (or stamps) earned with purchases inside the period count, by scanning the QR or by adding without a QR, leaving out undone sales. The all-time total does not count, and neither do bonuses, gifts or manual adjustments. That is why a customer who stopped coming drops even if their all-time total is huge.

> [!TIP] Tip
> If a customer falls below the goal of the lowest tier, they end up with no tier and lose their multiplier, but they keep their balance. They move back up when their purchases inside the period reach a goal again.

---

## Audiences (RFM segments)

In *Dashboard → Marketing → Audiences* Fidelip automatically groups your customers by when they last came in, how often they come and how much they have spent. The result is a set of named groups (your best customers, the ones who are cooling off, the ones who just arrived) that you can then use to send a message to their card, trigger an automation, or simply filter your customer list. You do not have to set anything up for it to start working.

The screen has two tabs: **Automatic segments**, with the groups and what you can do with each one, and **How they're calculated**, with the three scores, what counts as “a lot” and the rules behind each segment. The **Segments** tab of **Customers** shows the same groups: tap one and the Customers list opens filtered by that segment, with search, pages and export.

### What RFM is

RFM is three ways of measuring a customer. Fidelip calculates each one and gives it a score from 1 to 5, where 5 is always the best:

- **Recency**: days since their last visit. A 5 = they came in very recently.
- **Frequency**: how many times they have earned since they signed up. A 5 = they come in very often.
- **Monetary**: how much they have spent in total, adding up the amounts your team enters when adding points or stamps. A 5 = they spend a lot.

The three scores together make up the customer's profile (for example `555` = came in recently, comes often and spends a lot). A visit is something the customer did at the counter: earning (by scanning their QR or with an add without QR) or redeeming a reward. Both count for recency; for frequency and spend only earns count, because a redemption does not add a visit. Manual adjustments, survey, birthday and referral bonuses, and earns that were undone do not count. It is the same count you see in your customer list: **Last visit** includes redemptions; the number of visits does not. Recency and frequency also produce a churn risk you can sort the Customers list by: pick **Churn risk** in **Sort by**.

#### How scores are handed out

Each customer is compared with the other customers of your business: roughly the top 20% get a 5, the next 20% a 4, and so on. Customers who tie get the same score, the middle one of their group, never the highest. Also:

- Someone who has come in only once always scores 1 for frequency, even if most of your customers have also come in once.
- Frequency also has a minimum number of visits: a high frequency score needs at least 3 visits; the highest needs 5. With two visits the most you can reach is 3. That way, in a business where almost everyone came once, someone who came twice does not end up in **Champions**. It applies even if you set the cutoffs by hand.
- If your team does not enter amounts (normal for a stamp card), everyone scores 3 for monetary and the screen tells you spend does not count. The built-in segments do not depend on spend, so they work the same.
- Someone who signed up but has never come in is not scored: they sit in their own group, **No visits yet**. You see it in Audiences and in Customers, and you can pick it as the audience of a card message or an automation that invites them to their first visit.

> [!NOTE] Note
> You need at least 10 customers with a visit before scores appear. With fewer people the cutoffs would mean nothing. Until then, the card at the top (**Current distribution**) tells you so and does not draw the segment bar.

#### When scores update

Every night the scores are recalculated for every business that had activity (if nobody bought anything, that business is skipped and nothing changes). A customer's score also refreshes on its own a few moments after they earn or redeem in the app, without making the scan wait. If you want to see it right away, the **Recalculate now** button at the top of the screen starts the full calculation in the background. You will almost never need it: when you save a segment or a set of cutoffs, Fidelip regroups your customers by itself within seconds.

### The built-in segments

Every account starts with 11 segments ready to use, based on the classic RFM grid of recency by frequency. Each one is a range of scores, and together they cover every combination: each scored customer lands in exactly one.

| Segment | R / F / M | What it means and what to do |
| --- | --- | --- |
| **Champions** | 5 / 4-5 / any | Came in recently and come in very often: your best customers. Reward them and ask for reviews or referrals. |
| **Can't Lose Them** | 1-2 / 5 / any | Used to come in very often and stopped: the biggest churn risk. This is the group that justifies a strong offer. |
| **At Risk** | 1-2 / 3-4 / any | Used to come in often and have not in a while. Act soon, before they cool off completely. |
| **Loyal Customers** | 3-4 / 4-5 / any | They come in often. Keep them happy; they are natural candidates to move up a tier. |
| **Potential Loyalists** | 4-5 / 2-3 / any | Came in recently and have already come back. They can become loyal with a nudge. |
| **New Customers** | 5 / 1 / any | Their first visit was very recent. This is where the first impression is made: a welcome message and a reason to come back. |
| **Promising** | 4 / 1 / any | Came in once, not long ago, and have not come back yet. Give them a reason for a second visit. |
| **Need Attention** | 3 / 3 / any | Come in now and then and have not in a while. Win them back before they drift away. |
| **About to Sleep** | 3 / 1-2 / any | Rarely come in and have not in a while. A friendly reminder is usually enough. |
| **Hibernating** | 2 / 1-2 / any | Rarely come in and have not in a long time. A low-cost campaign. |
| **Lost** | 1 / 1-2 / any | Rarely come in and are among the longest gone. Last chance to win them back. |

Spend (M) does not decide any built-in segment, so they work the same in a business that does not enter amounts. If you want to use it, create a segment of your own with an M range. When two segments overlap (this only happens with the ones you create or edit), each one has a priority and the lowest number wins.

Accounts created before September 2026 had built-in segments that overlapped and left some combinations without a segment; **Lost** could not hold anyone. If your account still had all 11 unchanged, they moved on their own to the ranges above the first time you opened Audiences (or that night), and the screen updated by itself when the recalculation finished. If you had edited, renamed or deleted any of them, you keep yours; changing only the color or turning one off does not count as an edit.

All of them can be edited. Tap the pencil on a segment's row and the **Edit segment** panel opens, with its **Name**, **Description**, **Color** and **Priority**, the 1-to-5 range for each axis under **Who gets in**, and the **Active segment** switch: turned off, the segment stops being used without being deleted. **Save changes** regroups your customers within seconds. To create your own, tap **New segment** in the **How they're calculated** tab: besides the above it asks for a **Code** of your own (2 to 40 characters: letters without accents, numbers and underscores) that cannot be changed afterwards, and you finish with **Create segment**. If you deleted one of the built-in segments, **Restore default segments**, in that same tab, creates the missing ones again without touching the ones you already edited. Only the owner or an admin can change segments.

![Edit segment panel for the Champions segment with name, code, description, color, priority, the Who gets in ranges and the Active segment switch](https://fidelip.com/docs/en/rfm-segment-sheet.5866c8c9.png)

*Dashboard → Marketing → Audiences, a segment's pencil: Edit segment*

To delete one, open its panel and tap **Delete segment**: before you confirm, Fidelip tells you how many customers it moves. The last segment you have left cannot be deleted (with none, Fidelip restores the built-in ones): turn it off with **Active segment** instead.

> [!NOTE] Note
> If you delete a segment, you do not have to wait for the nightly evaluation: within seconds Fidelip relabels all your customers against the segments that are still active, without touching their R/F/M scores. Each customer lands in the next active segment that fits them; the customers whose numbers no longer fit any active rule end up in **No segment**, along with those who signed up after the last evaluation. That group appears at the end of the list, under **Not in a group yet**, with its **View customers** button. Their points, stamps and cards do not change.

### Cutoffs: what counts as “a lot”

$100 is a lot to spend at a coffee shop and very little at a jewelry store. That is why the cutoffs between scores are not fixed: in **Automatic** mode they come from comparing your own customers, so that roughly the top 20% of your base gets a 5 on that axis, the next 20% a 4, and so on (with the ties and the single-visit rule explained above).

In the **How they're calculated** tab, below the three scores, each axis has its own **Automatic** / **Manual** switch. With **Manual** you type the four cutoffs yourself, one for each score from 2 to 5: the field for 5 is the cutoff to earn a 5. Each axis is set separately:

- **Recency**: in days since the last visit. Fewer days is better, so the cutoffs go down as the score goes up: the one for 5 is the smallest number.
- **Frequency**: in number of visits. The cutoffs go up with the score. The minimum number of visits still applies: even if you set the cutoff for 5 at 2, a 5 needs at least 5 visits and a 4 at least 3.
- **Monetary**: in total spend, in your business's currency. The cutoffs also go up with the score.

With **Automatic** the fields show the cutoffs Fidelip calculated from your customers and cannot be edited. With **Manual**, below each field you see the automatic value (for example, 45 days), useful as a starting point; a “—” means nobody reaches that score today. If the cutoffs are not in the right order, the screen will not let you save and tells you which axis to fix. **Save and recalculate** turns on once you change something and, when you press it, every customer is scored again with the new definition.

![How they're calculated tab with the three scores, the recency, frequency and monetary cutoffs in Manual mode, and the segment rules](https://fidelip.com/docs/en/rfm-umbrales.8cdcfc6e.png)

*Dashboard → Marketing → Audiences, How they're calculated tab*

> [!TIP] Tip
> Start with automatic. Switch to manual only when you have a clear business definition. For example, if you know a customer in your line of business is “lost” after 60 days, set that cutoff by hand instead of letting your base's average decide it.

### Using a segment

In the **Automatic segments** tab, the card at the top tells you how many customers you have, spreads them across a colored bar with the number in each segment, and shows when it was last calculated. Below it, the segments are listed in groups by what you would do with each one: **Your best customers**, **Bring them back**, **Newcomers** and **Almost lost**; at the end come **Your segments** (the ones you created) and **Not in a group yet**. Each row shows how many customers are in it and what share of the total they are, the average days since their last visit and, if your team enters amounts, the average spend. On the right of each row you have five shortcuts:

![Audiences screen, Automatic segments tab, with the distribution bar and the segments grouped with the number of customers in each](https://fidelip.com/docs/en/rfm-segments.fe8b590f.png)

*Dashboard → Marketing → Audiences, Automatic segments tab*

- **View customers**: your customer list already filtered by that segment, to review them.
- **Send message**: opens *Dashboard → Marketing → Messages and birthdays* with that audience preselected (chapter 09).
- **Create automation**: a new automation for that segment, which runs by itself every night (chapter 10).
- The download icon: downloads that segment's customers to Excel (how it works is explained below).
- The pencil: opens the segment's rule so you can edit it.

If a segment has nobody in it today, its row says **Nobody fits this segment yet** and its buttons are turned off. A segment you turned off says **Turned off** and has no shortcuts either until you turn it back on with its pencil (**Active segment**). **No visits yet** (people who signed up but have not come to the counter) is not a rule: Fidelip builds it and it has no pencil, but you can view it, download it, send it a message or create an automation for it. **No segment** only has **View customers** and the download.

If what you want is not a segment but a mix of several filters, **Build an audience with filters**, at the top of the screen, opens Customers, where you can combine all its filters.

#### Downloading a segment to Excel

The download icon on each row exports that segment's customers to Excel, and only the owner or an admin can use it. The file holds personal data (name, email, phone, birthday, balances, tier, visits and spend, among others), so Fidelip asks for two things before building it. **Download customers as Excel** opens, with what the file includes and a notice: you are responsible for the file, we strongly recommend not keeping it on your computer or forwarding it, and Fidelip cannot recover or delete copies that leave the platform. Tick the box where you accept that responsibility and tap **Email me a code**. A 6-digit code arrives at your account's email: type it in and tap **Download Excel**. The code expires in 10 minutes, works for one download and allows 5 tries; if you need another, use **Resend code**. It is the same lock the Customers list download has. A segment with no customers cannot be downloaded.

Because the segment recalculates by itself, the audience stays current: an automation aimed at **At Risk** reaches whoever fell into that group each night, without you touching anything again.

---

## Card notifications

When a customer saves your card in Apple Wallet or Google Wallet, you can send them a short notice. On an iPhone it shows on the lock screen and stays on the back of the card for 7 days; in Google Wallet it shows on the card. They do not need to install any app: the card already in their wallet is the channel. Everything is in *Dashboard → Messages and birthdays*, in three blocks: **Send a message**, **History** and **Birthday**. Only the owner or an admin can send messages and change the birthday settings; everyone else can look at the page but not change anything.

### Send a message

1. **Pick the card** In **Card**. If you have more than one program (a coffee stamp card, a food points card), each one is a separate card and is sent on its own; with a single card there is nothing to pick.
2. **Choose who gets it** In **To whom**: **Everyone**, **A segment** or **A tier**. A line below tells you who will receive it. More on this below.
3. **Write the message** In **Message**, at most **100 characters**. The counter turns orange past 80. Next to the form you see how it will look on the card, with sample data.
4. **Choose when** In **When**: **Now** or **Schedule**. With **Schedule**, a **Date and time** field appears, in your business’s time even if you are in another time zone: for example Friday at 11:00 a.m. It does not accept a time that has already passed.
5. **Send it** Click **Send message**; if you scheduled it, the button shows when it goes out. If the button is off, something is missing (the message, the segment or the tier) or that card has already sent today, and the page tells you which.

![Message composer with the card, audience, text with variables, saved messages, when to send and the preview](https://fidelip.com/docs/en/notifications-compose.5ee53fab.png)

*Dashboard → Messages and birthdays*

> [!NOTE] Note
> The field accepts letters, numbers and common punctuation (`. , ! ? : ; ( ) % # / $ @ + -` and accented letters). Emoji and unusual symbols cannot be typed into a message you send yourself; the birthday greeting does accept emoji.

### One send per day, per card

You can send **one message a day for each card**, not one a day for the whole business: with two active programs you can send one on each the same day. Each card tells you whether it can send today (**You can send 1 message today** or **Already sent today; another tomorrow**) and, once it has used its send, the button turns off. If another card can still send, the notice suggests picking it.

“Today” is your business’s day: the allowance resets at midnight in the time zone you have in *Dashboard → Settings → Language and time zone*, not at the time of some other place.

> [!NOTE] Note
> Only **your manual sends** use up the allowance. Automatic messages (birthday greetings and the ones from automations) do not use the day’s send, so you can send yours even if birthday greetings went out today for that card. A scheduled message, on the other hand, uses the send of the day you schedule it, not the day it goes out.

You also cannot send **the same text twice in a row** on the same card: if the last message you sent there is identical, the page asks you to change it a little.

> [!TIP] Tip
> One good message a week works better than one a day: customers can remove the card from their wallet, and that is the end of the channel.

### Who gets it

| Option | What it does |
| --- | --- |
| **Everyone** | Reaches everyone who has that program’s card saved in their Wallet. |
| **A segment** | Filters by one of your Audiences segments. The Segment list shows each name with how many customers it has right now, and below it you read who it will reach: the customers in that segment who have this card in their Wallet. |
| **A tier** | Filters by one tier of the chosen card (Bronze / Silver / Gold, or whatever you named them). Tiers belong to each program: if that card has no tiers, the list is empty and the page says so. |

Filtering the audience does *not* give you extra sends: the limit of one a day per card still applies even if the message only goes to ten people. From *Dashboard → Audiences* you can also land here with the segment already chosen (see [Audiences](https://fidelip.com/en/docs/audiences)).

> [!NOTE] Note
> If your business is in Canada or Europe, a promotional message only reaches customers who agreed to receive promotions on their card; balance, tier and reward updates reach everyone. In Europe the composer reminds you with a notice above **To whom**. In the United States and everywhere else there is no such filter.

### Template variables

The buttons under the text box insert variables where your cursor is. Each card fills in the variable with *its own* data, so a single message reaches every customer personalized. The preview fills them in with a sample customer.

| Button and variable | Replaced with |
| --- | --- |
| **Name** `{nombre}` | The customer’s name as they signed up. |
| **Stamps** `{sellos}`, **Points** `{puntos}` or **Balance** `{saldo}` | That card’s current balance. Which button you see depends on the card type (stamps, points or membership card), but the three variables give the same number. |
| **Tier** `{nivel}` | The tier the customer is on. It is empty if the card has no tiers, and the preview warns you. |
| **Next reward** `{siguiente_recompensa}` | How much they still need for the cheapest active reward they have not reached yet. If they already reach all of them, it is 0. |
| **Business** `{nombre_negocio}` | Your business name. |
| **Card** `{programa}` | The name of the card the message goes to. |

With `Hi {nombre}, you are {siguiente_recompensa} away from your reward` everyone gets their own name and their own number. The text also has to fit once it is filled in, so leave some room within the 100 characters.

### Saved messages

The notices you repeat (double points on Tuesdays, a weekend promo) can be saved so you do not have to retype them: write the message and click **Save this message**. It becomes a tag in **Saved messages**, above **When**; one click loads it into the text box, ready to send, and the X on the tag deletes it. You can keep up to **10 per business**, and the button turns off if the message is empty, already saved, or you already have 10. They can include variables, which are filled in when you send, not when you save.

### Birthdays: greeting and gift

Fidelip greets your customers on their birthday, right on their card, and can add a gift to the greeting. It goes out **once a year** per customer, after **9:00 a.m. in your business’s time** (the one you have in *Dashboard → Settings → Language and time zone*), and on **one card only**: the card of the gift’s minimum tier if you set one; otherwise the oldest card the customer holds with you. The greeting shows in their Wallet as a message from you and does not use up your message for the day.

> [!NOTE] Note
> The greeting goes to **every customer with a birthday on file**, whether or not the gift is on. They are two independent things: the greeting always goes out, the gift only if you turned it on. (In Europe and Canada, without the gift, only customers who agreed to promotions on their card get it.)

Everything is set up in the **Birthday** block of *Dashboard → Messages and birthdays*, with one bar to save: as soon as you change something, **You have unsaved changes** appears at the bottom, with **Discard** and **Save changes**.

- **The gift** is turned on with **Birthday gift**. In **What do they get?** you pick **Points or stamps** (set the number in **Amount to award**, from 1 to 1,000; it is added to their card automatically that day, and only to a points or stamps card) or **A voucher**. With a voucher you choose which one in **Birthday voucher**, among the active vouchers in *Dashboard → Vouchers*; its expiry, minimum purchase and single use are the voucher’s own, and its code is emailed to the customer if they allow it and you still have [email credits](https://fidelip.com/en/docs/vouchers#vouchers-email-credits). If that voucher is deactivated, your customers get just the greeting. If you have tiers, **Minimum tier for the gift** gives it only from that tier up (**Every customer** gives it to anyone); everyone else gets the greeting without a gift. The same gift section is also in *Dashboard → Referrals*: it is the same setting.
- **The greeting text** is edited per card in **Greeting on the card**, with one text for each card, in each card’s own language.

![Birthday block: gift, minimum tier and a greeting you can edit per card, with a preview](https://fidelip.com/docs/en/birthday-editor.38eac712.png)

*Dashboard → Messages and birthdays, Birthday block: the gift and each card’s greeting*

The editor has the same 100-character limit, and the preview under it and the one at the side update as you type. The **Name** and **Business** buttons insert `{nombre}` and `{nombre_negocio}`. **Gift** inserts `{bonus}` (the amount you give, or the voucher’s name) and **Unit** inserts `{unidad}` (stamps, points or visits, depending on the card type); they only appear when there is a gift of that kind. The other variables above also work if you type them by hand. If you leave the field **empty**, the default text is used, which adapts by itself to whether there is a gift. If your text mentions the gift but a customer does not get it (gift off, or below the minimum tier), that customer gets the standard greeting.

> [!WARNING] Warning
> If your sign-up form does not ask for a birthday, there is no one to greet. Turn it on in *Dashboard → Cards → Sign-up* (the **Birthday** field; month and day are enough) or use the **Sign-up fields** link in this block, before expecting results from this feature.

### History and deliveries

Under the composer is the **History**: every send with its text, the card it went to, who it reached (**Everyone**, a segment or a tier), the date, who sent it and the delivery summary. A scheduled message shows when it goes out until it does.

It has two tabs: **Manual** (what someone on your team sent, scheduled ones included) and **Automatic** (birthday greetings and automations). Each automation takes **one row per card and per day**, with its name, even if that day it reached many customers; that way it never buries your own sends. 20 rows load at a time and **Show more** brings the earlier ones. The **Automatic messages** button at the top of the page takes you to *Dashboard → Automations*.

![Message history with the Manual and Automatic tabs: one scheduled message and two sent ones with their deliveries](https://fidelip.com/docs/en/notifications-history.5ee53fab.png)

*Dashboard → Messages and birthdays, History block*

Right after you send a message, its row says **Sending…** while we prepare the notice for each card; within a few seconds it switches by itself to the number of cards. If it says **No cards installed** when it finishes, it did not reach any phone: nobody in that send had the card saved. To see how it went for each customer on iPhone, open the arrow on the right of the row.

| Status | What it means |
| --- | --- |
| **Delivered** | Apple accepted the notice for that iPhone. Fidelip cannot know whether the customer saw it. |
| **Notifications off** | The customer has the card saved, but that iPhone does not have the card’s updates turned on, so the notice did not reach it. |
| **Pending** | Still on its way: there is no answer from Apple yet. The page refreshes by itself in the meantime. |
| **Failed** | The attempt could not be completed (device removed, permission revoked, temporary error). |

> [!NOTE] Note
> The per-customer detail only exists for Apple Wallet. **Google Wallet does not confirm each delivery**: for those cards you only see how many were sent, with the note “no per-pass tracking”. It does not mean they failed: Google simply does not return that data.

---

## Automations

An **automation** is a rule that stays on: when a customer does something (buys for the first time, moves up a tier, redeems a reward) or stops doing something (stops coming, signs up and never buys, drops a tier), Fidelip sends what you set up (an email, a message on their card, a voucher, or a gift of points or stamps) without anyone having to remember. It lives in *Dashboard → Automations*. Only the owner or an admin can create, change or pause them; a staff member can only see the list.

Click **New automation** (or start from a template, below) and an editor opens at the side. There you enter an **Internal name** (only you see it) and go through three steps: **1 · When it's sent** (the trigger), **2 · Who gets it** (card, segment and tier) and **3 · What it does** (email, card message, gift and voucher). The sections below explain each step in that order. The **Create automation** button (**Save changes** when you edit one) stays off until the name, the trigger and the message are filled in, and a line under it says what is missing. Nothing is sent until you save the automation as active, and if you close the editor with unsaved changes it asks before discarding them.

![Side editor of an automation with its three steps: when it's sent, who gets it and what it does](https://fidelip.com/docs/en/automations-editor.d55a5ab0.png)

*Dashboard → Automations → New automation*

### The eight triggers

Every automation hangs on a trigger, which you choose in step **1 · When it's sent**. There are eight, in two groups according to when Fidelip checks them. The three under **Once a day** are checked once a day, around midnight UTC (the editor shows that time in your business's time zone). The first two are measured in days (you choose how many); the third has no number because it simply happens.

| Trigger | When it applies, and how often |
| --- | --- |
| **Hasn't come in days** | The customer has come in at least once, but their last visit was N days ago or more: you set N in **After how many days**. It is the classic “we miss you.” At 60 days it matches the point where Fidelip counts a customer as inactive. Once per absence: if they come back and stop coming again, they get it again. |
| **Signed up and hasn't bought** | The customer signed up N days ago or more and has never come in. It wins back people who joined and never returned. Once per customer. |
| **Dropped a tier** | Fires when the customer loses their tier for inactivity ([chapter 07](https://fidelip.com/en/docs/tiers)), on the automation's card. It has no number of days: the event is the trigger. It does not repeat until the customer comes back, and never within 30 days. |

The five under **Right away (checked every hour)** react to something the customer does at the counter. Every hour Fidelip looks at what is new, but it only counts what happens after you turn the automation on (or change its trigger): it never writes to someone who had already done it. If the automation belongs to a card, only that card's purchases, tier-ups and redemptions count.

| Trigger | When it applies, and how often |
| --- | --- |
| **First purchase** | After the customer's first purchase. Once per customer. |
| **Visit number…** | On the purchase you choose in **Visit number** (2 = their second purchase, 5 = their fifth). A visit only to redeem does not count. Once per customer. |
| **Total spend reached** | When their purchases add up to the amount you type in **Total spend**, in your business's currency. Once per customer. |
| **Moved up a tier** | When the customer moves up to a tier. Once per tier: if they drop for inactivity and win it back, it is not sent again. |
| **Redeemed a reward** | Every time the customer redeems a reward or completes a stamp card. Redeeming a membership card benefit does not count. |

> [!NOTE] Note
> For the triggers measured in days, a visit is something the customer did at the counter: a purchase that was not undone, or a redemption. A manual bonus, a birthday gift or an automation's gift does not count, and the visit can be with any of your cards. For the ones checked every hour, a purchase is what your team records at the counter (a scan, or an add without QR) once 10 minutes pass without it being undone; a redemption is not a purchase.

### One card per automation

Every automation belongs to **one card**, which you choose in the **Card** field of step 2 (a new one starts on your first card): only customers who have it receive it, the notification appears on that card and the gift is added there, in its unit (stamps or points). If you have several cards you can choose **All my cards**: it goes to all your customers and the message appears on every card they have, but with no gift of points or stamps (a voucher does work, because it needs no card).

- Automations you created before cards could be chosen stay on **All my cards**, with their gift if they had one, even if you edit them. The editor reminds you; once you choose a card, it only goes to customers who have it.
- If you **deactivate a card**, its automations wait with it: nothing is sent and nothing is given until you reactivate it. In the list the card appears as “(paused).”
- If you **delete a card** for good, its automations are deleted with it; the confirmation window tells you which ones before you delete.

### Email and card message

In step **3 · What it does** you choose where the message goes with two switches. Both start on, and you need at least one.

| Switch | What the customer gets |
| --- | --- |
| **Email** | An email with the subject and message you wrote. It only goes out if you have the customer's email, that address can receive mail (it did not bounce) and they have not unsubscribed from your emails. |
| **Message on their card** | A notification on the digital card the customer already has in Apple Wallet or Google Wallet. It only arrives if they have added the card to their phone's wallet. |

- The **Email subject (optional)** only applies to the email. If you leave it empty, we use a generic one with your business name.
- The **Message** is the same text in the email and on the card, so keep it short: **up to 100 characters** so it reads in full in the card notification. The character counter is under the field.
- In Europe and Canada, the email and the card message only reach customers who agreed to receive promotions that way; the gift and the voucher go to everyone.

### Narrow the audience

By default an automation applies to **Everyone who qualifies** for its trigger. You can narrow it with two filters in step **2 · Who gets it**; both add to the trigger, so the customer has to meet everything:

- **Segment (optional)**: one of your audience segments ([chapter 08](https://fidelip.com/en/docs/audiences)); it only fires for customers in it. The selector shows how many customers each segment has today.
- **Tier (optional)**: a tier of the card ([chapter 07](https://fidelip.com/en/docs/tiers)). What it means depends on the trigger: with **Dropped a tier**, customers who drop to that tier; with **Moved up a tier**, those who move up to it; with the others, customers who are in that tier today. It does not appear on **Signed up and hasn't bought**, because someone who never bought has no tier. If that tier no longer exists on the card, the editor flags it and will not let you save until you pick another or **Any tier**.

> [!TIP] Tip
> In *Dashboard → Audiences*, each segment has a **Create automation** button: you land in the editor with that segment already selected. You still need to give it an **Internal name** and write the **Message**; the save button stays off until you fill both, and a line below tells you which one is missing.

### Give a reward

The message can come with a real nudge. Turn on **Give points or stamps** and choose a reward from the automation's card (the selector shows its cost in stamps or points; you need to have chosen a card that has rewards). When the automation fires:

1. **We add exactly the reward's cost** If the reward costs 8 stamps, the customer gets 8 stamps on that program's card, no more and no less.
2. **The customer can redeem it right away** They show up at your counter and your team redeems the reward like any other, from the staff app.
3. **It is recorded in their history** The credit shows up as one more movement on their card, with a note saying which automation made it.

> [!NOTE] Note
> The gift is added **together with the message and as often as the automation itself**. With **Hasn't come in days** that is once per absence: while the customer does not come back they are not credited again, and if they come back and stop coming again, they get the message and the gift again.

> [!WARNING] Warning
> With **Dropped a tier**, be careful with the gift: what you give counts toward their tier, so it puts them straight back on the tier they just lost.

### Send a voucher

An automation can also give the customer a voucher from *Dashboard → Vouchers* ([chapter 11](https://fidelip.com/en/docs/vouchers)), alone or together with a gift of points or stamps. Turn on **Send a voucher** and choose one in **Voucher** (active vouchers are listed; if you do not have one yet, create it first under Vouchers). It needs no card, so it also works with **All my cards**. Each time the automation fires, Fidelip issues the customer one copy:

- The redemption conditions (minimum purchase, locations, number of uses and wait) are the voucher's. To change them, use **Change this voucher's conditions**, under the selector.
- **Expires after** N **days**: how long each copy lasts, counted from when the customer receives it. Empty = the voucher's own validity. If the voucher has a wait (for example, 12 hours before it can be used), the validity has to last longer than that wait, or the editor will not let you save.
- It goes by email, with your subject and message (a single email). If the email cannot go (no address, unsubscribed, no consent to promotions, or you ran out of email credits) or **Email** is off, the code shows on their card, under your message. They can always see it in their portal and at the counter too.
- If the voucher can no longer be issued (you deactivated it, or the customer already has every copy it allows), nothing is sent that time, because your message announces the voucher; the gift of points or stamps, if there is one, is still credited. While an automation points to a deactivated voucher it cannot be saved: pick another or **No voucher**.

The most requested one is the **Recipe: second visit**, the card above the list: bring first-time buyers back with a gift that does not work on that same visit. It takes three steps. A voucher with a wait (for example, 12 hours) and days of validity (for example, 14); a **First purchase** automation that sends it, once to each customer shortly after their first purchase; and the redemption when they come back: at the counter, the app checks that the voucher already works, has not expired and meets the minimum purchase. **Use this recipe** opens the editor with **A gift for their next visit** already set up: you only choose the voucher. If you already have one like it, the card says **You already use it** and **See how it's set up** opens it.

### Templates, the list and how often

While you have no automations, the screen offers **Start from a template**: five ready to edit, and **From scratch**.

- **We miss you**: hasn't come in days · 60 days · email and card.
- **First visit pending**: signed up and hasn't bought · 14 days · email only.
- **Your tier changed**: dropped a tier · no number of days · email and card.
- **A gift for their next visit**: first purchase · email and card · with a voucher valid for 14 days (the recipe above).
- **Moved up a tier**: moved up a tier · email and card.

The numbers and the texts are a starting point: when you pick a template the editor opens with everything filled in, and you can change whatever you like before saving.

![Automations screen with the second-visit recipe on top and the list in two groups: the ones checked once a day and the ones checked every hour](https://fidelip.com/docs/en/automations-list.12d85895.png)

*Dashboard → Automations*

Once you have automations, the list splits them into the two groups of step 1. Each row tells you what triggers it and on which card, what it does (the **Email** and **Card** badges, the voucher, the gift and the tier or segment it is limited to), **how many customers it has reached** (by email or on their card; someone with neither does not count) and when it was last checked. The switch on the row, which reads **Active** or **Paused**, turns it on or off without deleting it and saves at once. The pencil opens the editor, where **Delete** is too: it stops sending and its count is removed, but what your customers already received does not change; if you only want to stop it for a while, pause it instead. **See sent messages**, at the top, opens the list of automatic messages in *Dashboard → Messages and birthdays* ([chapter 09](https://fidelip.com/en/docs/notifications)).

For the ones measured in days, before you save the editor tells you **how many customers meet the condition today and how many it would reach**, by channel: “312 customers meet the condition today; it would reach 280 (250 by email, 120 on their card).” It is the same count the daily send uses, with the same rules (the email, the installed card and, in Europe and Canada, permission for promotions). If the second number is lower, it tells you why the rest are not reached. The ones checked every hour show no number: they go out the moment it happens.

The ones under **Once a day** go out in the next daily send, which runs every day at the same time; the editor tells you whether that is today or tomorrow and at what time in your time zone. The others are checked every hour. When you turn on one that was off, the screen asks you to confirm with **Activate**: for the ones measured in days it tells you how many it would reach, because everyone who already meets the condition gets it in that send; for the ones checked every hour it reminds you that only what happens from that moment counts. If you save it paused (with **Active** off), nothing is sent. The number of days can go from 1 to 3,650 (10 years).

> [!WARNING] Warning
> An automation measured in days reaches each customer **only once while they keep not coming in**. If they come back (earn or redeem) and later stop coming again, they get it again. The **Dropped a tier** one does not repeat until the customer comes back either, and never within 30 days. The ones checked every hour never look back: if you turn on **First purchase** today, it does not write to anyone who already bought before.

---

## Vouchers

A **voucher** is a gift or a discount your customer keeps in their Wallet and redeems at the counter with a QR code: 10% off, a free coffee, a birthday dessert. It does not depend on stamps or points: the customer collects nothing, they just show it at the counter. It lives in *Dashboard → Vouchers*, under **Loyalty** in the menu, and it unlocks once you have created a card. (It used to live inside Cards; nothing you already sent changed.)

What you create there is a **template**. Every time you send it, generate a QR code, or an automation or the birthday gift hands it out, Fidelip creates an **individual voucher** with its own code (for example `ABCD-1234`) and its own QR code, so you can track it customer by customer. Creating, editing and sending vouchers is for the owner and admins.

![Voucher list showing how vouchers reach customers, the issued and redeemed figures and, for each voucher, who hands it out](https://fidelip.com/docs/en/vouchers-list.9943e011.png)

*Dashboard → Vouchers*

The list opens with **How they reach your customers**, four figures (**Active vouchers**, **Issued**, **Redeemed** and **Emails sent this month**) and your vouchers in two groups, active and deactivated. Each row sums up what the voucher gives, when it is valid and expires, its conditions, who hands it out (**Handed out by**) and how many were issued and redeemed. Select a row to open the voucher.

### Create a voucher

Select **New voucher**. A sheet opens with the minimum to get started; the rest (when it becomes valid, when it expires, conditions and design) you set afterwards, on the voucher's page.

1. **Name it** Type it in **Name**. Your customer sees it in their Wallet and in the email, so use something you will recognize later, like “Birthday dessert”.
2. **Choose what it gives** Under **What it gives** there are four types, and *they cannot be changed* after the voucher is created. If you get it wrong, create another one.
3. **Add the value and the description** The two discount types ask for the **Discount value**. The **Description** is optional and shows on the voucher inside the Wallet: on the back on iPhone, in the details on Android.
4. **Create it** Select **Create voucher** and we take you to its page.

| Type | What it is for |
| --- | --- |
| **Percent discount** | A percentage off the bill, from 1 to 100 (for example 10 = 10% off). |
| **Discount in $** | A fixed amount (for example 50 = $50 off). The symbol is your business's currency. |
| **Free item** | A free product. Use the description to say which one. |
| **Custom** | Any other promotion (2-for-1, an upgrade, access). Explain it in the description. |

The voucher's page shows its name and status at the top, with the **Send to a customer** button, and below that what every voucher carries: when it expires, how many uses it has and its conditions at the counter. It has three tabs: **Issued vouchers** (the ones that already went out), **Settings** and **Appearance**.

### Settings: when it is valid and how it is redeemed

**Settings** gathers, top to bottom, everything that decides how the voucher behaves: the name, description and value, when it becomes valid, how many times it is redeemed, how many each customer can hold, and the conditions at the counter. Changes are saved together with **Save changes**; **Discard** throws them away. On the right you see how your customer sees it (**How your customer sees it**) and **Handed out by**: which automations give it away and whether it is your birthday gift.

![A voucher's settings: when it is valid, how many times it is redeemed, maximum per customer and conditions at the counter](https://fidelip.com/docs/en/voucher-config.cc0467f4.png)

*Dashboard → Vouchers → a voucher → Settings*

#### When it is valid and when it expires

- **Valid from**: with **As soon as it arrives** the customer can use it on the same visit. With **Their next visit** you type how many **Hours after it is received** it starts to work (from 1 to 720): with 12 hours it no longer works on the same purchase. It is the way to give a gift “for next time”. The wait has to be shorter than the days it lasts, or the dashboard will not let you save.
- **Expires**: the days after it is received. Empty = it never expires. When you send it by hand you can pick another date, and an automation can give it a different number of days.

Below, a timeline shows what a customer who receives it right now gets (receives it, valid, expires). Both dates are fixed when it is sent: if you change these values, they apply to the vouchers you send from now on; the ones you already sent keep theirs.

#### How many times it is redeemed

| Option | What it does |
| --- | --- |
| **Once** | A single use. Once redeemed it is marked as redeemed and no longer works. |
| **Several times** | You set the **Number of uses** and the **Period**: **In total (lifetime)**, **Per month** or **Per year**. With month or year, the counter resets every calendar month or year. |
| **No limit** | No cap: it can be used on every visit until it expires. Every redemption is logged. |

Under **Sending**, **Maximum per customer** sets how many vouchers from this template one person can hold. It counts the ones they hold active and the ones they already redeemed: once they reach the maximum, they are not sent another, whether by email or by link or QR code in their name. Empty = no limit. It does not apply to a QR voucher made with just a name, because it does not belong to a registered customer.

#### Conditions at the counter

They are optional: with none, it redeems as it always has. The staff app checks them on every redemption, also for vouchers you already sent, and when they are not met it tells the cashier why the voucher cannot be redeemed.

- **Minimum purchase**: the app asks for the ticket amount before redeeming. It needs the staff app, version 1.3.1 or later: a counter on an older version cannot redeem it and sees a notice to update.
- **Only at these locations**: pick one or several; if you pick none, it works at all of them. It only appears when your business has more than one open location.
- **Not combinable with promotions**: it cannot be redeemed while a promotion on any card is running. To block redemptions during certain hours without giving extra points, create an x1 promotion.

#### Deactivate or delete

The **Active** switch (under **Status**) decides whether the voucher can be sent: an inactive voucher cannot be sent. That is how you pause a promotion without deleting it.

> [!NOTE] Note
> A template you already sent **cannot be deleted**: its vouchers stay valid until they expire and their redemption history (who, when and at which location) is kept. To stop sending it, use **Deactivate voucher** under **Deactivate or delete**, or turn off **Active**. Only a template that was never sent can be deleted, with **Delete voucher** and by typing its name to confirm. If the voucher is the gift of an automation or the birthday gift, it cannot be deleted either, and deactivating it stops those gifts: the dashboard lists them before you confirm.

### Appearance

Each voucher can look different from your loyalty card. In **Appearance** you adjust the **Colors** (**Background color**, **Label color** and **Text color**, white or black), the **Logos** (one per Wallet: the Apple Wallet one, for iPhone, at 480x150 px or 150x150 px, and the Google Wallet one, for Android, at 660x660 px, shown inside a circle) and the **Voucher image** (1125 × 432 px). PNG, JPG or SVG, up to 5 MB. On iPhone the image sits at the top, under the logo; on Android, at the bottom of the card.

Until you change something, the voucher **uses your business's look**: the same colors and logos you already set. The preview on the right (**How your customer sees it**, with iPhone and Android) shows how it is coming out. Colors and the image are applied only when you select **Save changes**, and **Discard** throws them away. The Google Wallet logo is the exception: it is saved as soon as you upload it. The new look shows on the vouchers you send from now on; the ones your customers already saved to their Wallet do not change.

> [!NOTE] Note
> The three colors are used on iPhone. On Android, Google Wallet decides the voucher's background and text color, and the voucher carries the title of your business's card.

> [!NOTE] Note
> Fidelip warns you if you change the same logo or the same image more than **3 times a day** (the count is per type: logo on one side, image on the other). It is a warning, not a block.

### Send vouchers

A voucher reaches a customer in three ways:

- **You send it**, by hand, with the **Send to a customer** button on the voucher's page. It is what the rest of this section explains.
- **An automation**: in *Dashboard → Automations* you choose **Send a voucher** and the **Voucher**; every customer who meets the rule gets their own ([chapter 10](https://fidelip.com/en/docs/automations#automations-voucher)).
- **Their birthday**: the birthday gift can be a voucher. You choose it in *Dashboard → Referrals*, under **Give a birthday gift**, with **What do they get?** set to **A voucher** ([chapter 09](https://fidelip.com/en/docs/notifications#notifications-birthday)).

**Send to a customer** opens a sheet with two ways to send it (**How to send it**). In both, the **Expiry date** is optional: if you do not pick one, it expires after the number of days you set in the settings.

- **By email**: they get an email with their voucher and the button to save it to Apple Wallet or Google Wallet. Under **To whom** pick **My customers** (search by name, email or phone; only customers with an email show up) or **Type an email** for loose addresses. Each send has a maximum number of recipients: if you go over, the dashboard tells you and you send it in two parts.
- **Link or QR code**: creates the voucher without sending an email. Under **For whom** pick **My customers** or **Just a name** (for someone who does not have a card yet; if you leave it empty, the voucher says “Bearer”). Select **Create voucher with QR code**: you get the QR code, the **Shareable link** (with **Copy**, to send on WhatsApp, SMS or social media) and the **Download QR** button to print it. Both lead to the voucher's page. It costs no email credits.

If someone unsubscribed from your emails (or did not agree to receive promotions), the voucher is created but the email does not go out: it shows as **Skipped**, and you can give it to them with a link or QR code.

The **Issued vouchers** tab lists every voucher that went out. At the top are four figures (**Issued**, **Active**, **Redeemed** and **Expired, canceled or skipped**) and below them a table with the **Code**, the **Customer**, **How it arrived** (by hand, automation or birthday), when it went out (**Received**), **Valid from**, **Expires** and its **Status**. You can search by code or customer and filter by **Status** and by **How it arrived**.

| Status | What it means |
| --- | --- |
| **Active** | The customer holds it and it can be redeemed. A several-use voucher stays Active after a redemption: underneath you see how many times it was used. |
| **Not valid yet** | It is in their Wallet, but it cannot be redeemed at the counter until its Valid from date. |
| **Redeemed** | Already used, with its date. |
| **Expired** | It passed its expiry date. |
| **Canceled** | You canceled it. |
| **Skipped** | The email was not sent: they unsubscribed from your emails or did not agree to receive promotions. |

At the end of each row there are icons to copy the link, download the QR code and, on an active voucher, cancel it (✕). Canceling means it can no longer be redeemed at the counter: the customer is not notified, the voucher stays in their Wallet, but when it is scanned the app says it is canceled. It cannot be undone; you confirm it with **Cancel voucher**.

### What your customer sees

The email, the link and the QR code all lead to the voucher's page. It is painted in your business's colors and opens in the customer's language. (On that page the voucher is called a coupon.) It shows the voucher with its QR code and code, who it is for, and its **Conditions**: **Valid from**, **Expires** (with the days left), **Minimum purchase**, **Locations** and **Promotions**. Below it, **Save it on your phone**: on iPhone the **Add to Apple Wallet** button, on Android **Add to Google Wallet** and on a computer both. Once it is in their Wallet, they have it handy at the counter even without a signal.

The notice at the top says what state it is in: **Ready to use** (with the days left) or, if it does not work yet, since when, and it updates on its own when the time comes. If it was already redeemed (**You’ve already used this coupon**), expired (**This coupon has expired**) or you canceled it, the page says so and no longer offers to save it.

![The voucher page on the customer's phone: the voucher with its QR code and code, the conditions and the button to save it to Apple Wallet](https://fidelip.com/docs/en/voucher-public.1e96791b.png)

*The voucher page, as your customer sees it*

### Email credits

Every voucher email (and every campaign email) uses one credit. Your account includes **500 emails a month** and the counter resets at the start of each month. You see how many you have used in **Emails sent this month**, on the vouchers list, and on the **Issued vouchers** tab. If you need more, the owner buys packs, one time, in *Dashboard → Billing*, on the **Email credits** tab (or with **Buy more** from the vouchers list). Email credit packs are sold in Mexican pesos (MXN) in every country, as a single card payment. Purchased credits **do not reset**: they stay until you use them, and Fidelip spends the month's credits first.

| Pack | Price |
| --- | --- |
| 500 emails | $99 MXN |
| 1,000 emails | $179 MXN |
| 2,500 emails | $399 MXN |

> [!TIP] Tip
> When you reach zero, sending by email is blocked until you buy more credits or the new month starts; before you send, the dashboard warns you if you do not have enough. Generating the QR code and sharing the link on WhatsApp is always free, and for big promotions it usually works better.

### Redeem at the counter

There is no screen to switch to and no special mode to turn on: your team scans the voucher from the **Scan** tab of the staff app, the same one as always. The app recognizes that it is a voucher and, instead of the customer's card, shows the promotion: name, discount, whose it is, when it expires (if it has a date), the minimum purchase or the locations if it has them, and the uses so far against the cap, for example “2 of 5 this month” (for single-use ones, “0 of 1”).

1. **The customer shows their voucher** The app reads the QR code from the voucher's page, the email or the printed PNG, and also the code of the pass saved in Apple Wallet or Google Wallet. There is another way: if you scan the customer's loyalty card, their vouchers that already work show up on their screen as blue tags; tap one to open it without losing the customer. The ones that do not work yet show with their date and cannot be tapped.
2. **Redeem it** Tap **Redeem voucher**. If it has a minimum purchase, the app asks for the ticket amount first. If it expired, does not work yet, was canceled, ran out of uses or does not apply at that location, the app refuses it and explains why on screen.
3. **Made a mistake? Undo** After redeeming, a button to undo the redemption appears for **30 seconds**. When you use it, the voucher is available again. With one exception: on **Several times** vouchers the undone redemption still counts against the cap, so that use is not given back.

> [!NOTE] Note
> Every redemption records who processed it and at which location. You see that history in the dashboard: on the **Issued vouchers** tab, open the voucher's row and the **Redemption history** appears, with date, operator and location.

---

## Surveys in depth

A Fidelip survey is a set of questions your customer answers on their phone, through a link that is unique to each response. This chapter covers all of it: the 15 question types, conditional logic, the bonus and its abuse protection, kiosk mode, automatic emails, alert rules and how to read the results. You can have **several surveys**, each with its own link, QR code, design and settings: for example, a satisfaction survey for table service and a shorter one for delivery orders. Only the active ones count against your plan (see [Plans and limits](https://fidelip.com/en/docs/plans-limits)).

Surveys work without a loyalty program: they are included from the Surveys plan up. If you also have a card, you can reward customers for answering.

### The editor: the customer journey and its settings

Create a survey in *Dashboard → Surveys → Surveys* with **New survey** (or **Create my first survey** if you don't have one yet): pick **Blank** or a template for your type of business, and its editor opens. A blank survey starts as a draft (inactive); a template starts active if your plan has room, and as a draft if not. You can change everything later.

The editor has four tabs across the top: **Editor**, **Responses**, **Reports** and **Kiosk and QR**. In **Editor** you see three columns: on the left, the **Customer journey** and the **Survey settings**; in the middle, the part you are editing; on the right, a **Preview** of how the customer sees it on their phone (on a phone, the parts take turns). Your changes are saved together with the **Save changes** bar (or **Discard**); only the switches in **Kiosk and QR** and the locations save on their own.

| Part | What it sets |
| --- | --- |
| **Start** | The title and welcome the survey opens with. The survey's number appears above the title, so your team knows which one the customer answered. |
| **Customer details** | Which details you ask for (email, name, phone…), in what order, and whether they come before or after the questions. |
| **Add question** | Each question appears in the journey, in order: drag it by its dots to move it, and open it to edit its text, a note under it, whether it is required, its options and its logic. This button offers the 15 types. |
| **Final screen** | What the customer sees when they finish: the thank-you, the button to join the loyalty program and the bonus for answering. |
| **Design and colors** | How it is answered (all questions or one at a time), colors and text size, so the survey looks like your brand. |
| **Automatic emails** | What the customer receives depending on the rating they left. |
| **Alerts** | Rules that warn your team when a bad response comes in. |
| **Availability** | Whether the survey is active, which locations offer it, and its name and link. |
| **Identification codes** | Shows whether kiosk mode is on and takes you to Kiosk and QR, where it is set up. |

![Survey editor: the customer journey and settings on the left, the question being edited with its conditional logic in the middle and a phone preview on the right](https://fidelip.com/docs/en/survey-editor.484f2fb1.png)

*Dashboard → Surveys → Surveys → (a survey): the editor*

### The 15 question types

**Add question** groups them into four categories; a new question is added at the end, and then you drag it into place:

| Category | Types |
| --- | --- |
| **Rating** | Stars (1–5), faces, NPS (0–10, “how likely are you to recommend us?”) and thumbs up/down. |
| **Choice** | Single choice (one option), multiple choice (several answers) and image choice. |
| **Text** | Free text, number and date. |
| **Advanced** | Scale, ranking (put options in order), matrix (several rows with the same columns), message (a text to read, with no answer) and photo upload. |

> [!TIP] Tip
> **Rating** questions are the ones that feed the metrics (average, CSAT, NPS), the automatic emails and the alerts. Every survey should have at least one.

#### Conditional logic

In a question's **Conditional logic** section you can set up **jumps**: for each answer (**If the answer is**) you choose where it goes (**Go to**): **Continue with the next one**, a later question or **End survey**. It only jumps forward, and **Remove jumps** clears them. The classic pattern: if the rating is low, ask “what happened?”; if it is high, jump straight to the end. The types that support logic are stars, faces, NPS, thumbs, single choice and multiple choice.

### Details, final screen and design

- **Customer details**: what to ask for besides their answers: **Email** (always asked, to identify the customer), **Full name**, **Phone number** (with a country code picker), **Gender**, **Age** and **Date of birth** (day and month, or the full date). Turn on only the ones you need, mark which are **Required** and drag them to change the order; choose whether they are asked **Before the questions** or **At the end**. Ask for as little as you can: every extra field lowers the completion rate.
- **Permission for promotions**: decide whether the survey has the box where the customer agrees to receive promotions (**Ask permission to send them promotions**), whether it starts ticked (**Box ticked from the start**) and whether, once they agree, they get their card right away (**Give them their card when they accept**; only with an active loyalty program).
- **Final screen**: the **Title** (optional) and the thank-you **Message**, and the switch **Button to join your loyalty program**.
- **Bonus for answering** (also on the final screen): with **Give points or stamps at the end** and an **Amount**, the customer gets points or stamps on their card when they finish the survey. It has abuse protection built in: at most **1 bonus every 20 hours** and **4 per week** per customer, so nobody fills in surveys back to back to farm points. The bonus counts toward tier progress, just like a purchase.
- **Design and colors**: **How it is answered**, with **All questions** (a single page; the customer scrolls down to answer) or **One at a time** (one screen per question, easier on a phone); the colors (**Background color**, **Question color**, **Accent** and **Button**) and, under **Question text**, the **Size** and the **Alignment**. The editor checks each color against what is behind it: if a question or the button's text couldn't be read, the survey shows it in white or black, and the accent is not corrected on its own, so the editor warns you next to each color.

### How the survey reaches the customer

| Channel | How it works |
| --- | --- |
| **Printed QR** | On the Kiosk and QR tab, QR to print makes a card ready for tables, receipts or the counter (it carries your logo and your main color) as a PNG or PDF, and Plain QR gives you the code with no design for menus or social media. Both open the survey's public page. |
| **Direct link** | app.fidelip.com/s/{your-business}/{survey}. Copy it with Copy link (at the top of the editor) or with the copy icon on its row in Surveys, and share it on social media, by text or on your website. Open survey opens it as the customer sees it. The {survey} part can be changed in Availability, but then the QR codes you already printed stop opening it. |
| **Kiosk** | A tablet left at your location with the survey always open: from the app, or with the Kiosk link in the tablet's browser. See Kiosk mode below. |
| **Staff app** | The Surveys tab of the counter app: the cashier opens the survey and hands the phone or tablet to the customer after they pay. |

### The Surveys list: default, duplicate, deactivate and delete

*Dashboard → Surveys → Surveys* lists your surveys: the active ones first, then the inactive ones, drafts included. Each row has its link to copy, its QR and the three-dot button with its actions: **Edit**, **View responses**, **Duplicate**, **Make default**, **Deactivate** and **Delete**. At the top, **What your plan includes** shows how many active surveys you have and how many responses you have received this month: the plan includes 1 active survey and 10,000 responses a month, and responses are never blocked (the Enterprise plan has no cap). When you reach the cap on active surveys, the owner sees **Add an extra survey**, which goes to *Dashboard → Billing*.

![Surveys list with plan usage at the top and each survey with its status, responses, link and QR](https://fidelip.com/docs/en/survey-list.de5b1df7.png)

*Dashboard → Surveys → Surveys: the default survey, inactive ones and what your plan includes*

The survey marked **Default** is the one the customer gets after each purchase you add to their card at the counter, and the one their wallet card's survey link opens. You can only make an active survey with at least one question the default. If you deactivate the default, your customers stop getting a survey after they buy, and the survey link on their wallet card shows “Survey unavailable” until you turn it back on or pick another one.

- **Duplicate** creates a copy as a draft (inactive), which doesn't count against your plan until you turn it on.
- **Deactivate** is how you retire a survey: it stops taking responses, its QR code and link stop opening, it frees its slot in your plan, and all its responses stay. You turn it back on in its editor, with the **Survey active** switch under **Availability**; if your plan is already using all its active surveys, deactivate another one first or add an extra.
- **Delete** is only available to the account owner and only for surveys that never received a response: deleting a survey never deletes its responses. You also can't delete the last survey you have. To confirm, you type the survey's name. If you delete the default, the most recent active survey that has questions takes its place, and the notice tells you which; if there is none, you are left with no default survey (nobody gets a survey after buying, and the wallet card link shows “Survey unavailable”).

### Automatic emails based on the rating

In **Automatic emails** (under **Survey settings**) you set three things: the **Question that decides the email** (it must be a rating question: stars, faces, NPS or thumbs), the threshold in **Counts as a low rating** (from 1 to 4, on a 1 to 5 scale) and two optional messages:

- **Email for high ratings**: a thank-you; a good place to ask for a Google review.
- **Email for low ratings**: an immediate apology that can win the customer back before they stop visiting (and before the complaint ends up on social media).

They are sent from `{your-business}@encuesta.fidelip.com`, and only when the response includes the customer's email (and they haven't unsubscribed from your emails) and you wrote the message.

### Alert rules

Every survey comes with **automatic alerts**, with nothing to set up: stars or faces of 2 or less, NPS from 0 to 6 (critical), thumbs down and a scale answer in its lowest 30 %. In the **Alerts** part you see them in a row of their own with their switch, in case you would rather turn them off.

You can also add **your own rules** with **Add rule**, question by question. They add to the automatic ones: adding a rule turns nothing off. If a rule and an automatic alert both match the same response and question, only one alert is created, the most severe.

- On rating questions (or on **All rating questions**): **Less than or equal to** / **Greater than or equal to** a value (for example, “3 stars or less”). On thumbs, a thumbs down triggers the alert.
- On choice and text questions: when the answer **Is equal to** or **Contains** a value (for example, contains “cold”).
- Each rule has a **Severity**, and under **Who hears about it** you choose who to notify: specific emails and/or a push notification to the team. The push reaches your team's staff app when a response creates a critical or warning alert (Info alerts don't ring), depending on the notification setting each phone has in the app's Settings, and it stops arriving if you turn off **Push notification to the team**. Each recipient gets a single email per response, with all its alerts and a button to open it in the dashboard.

Alerts show up in *Dashboard → Surveys → Alerts* and on the **Alerts** tab of the staff app, so the manager on shift can act while the customer is still there.

### Kiosk mode

Kiosk mode turns a tablet into a fixed station where the customer, not a cashier, answers the survey or signs up for the program. Handy to leave by the exit or next to the register.

1. **Turn on kiosk mode** On the survey's **Kiosk and QR** tab, switch on **Kiosk with PIN**. Everyone who will run the tablet needs their own **4-digit kiosk PIN** (it is assigned in *Dashboard → Staff*; see [Team and locations](https://fidelip.com/en/docs/team-locations)): they use it to identify themselves before each survey, so the response is recorded under their name, and to leave the mode. If nobody has a PIN yet, the dashboard tells you (**Nobody has a PIN yet**) and takes you to **Assign a PIN in Staff**: do it before you hand over the tablet. With **Ask for table number**, the person running the tablet also types the table before their PIN, and the response is tied to it (it applies to all your surveys).
2. **Start the survey on the tablet** In the staff app open the **Surveys** tab and tap **Start survey** (or **Pick another survey**, if you have several). The app goes full screen, with no tabs: the person running it types their PIN on **Sign in to start** and hands over the tablet. When the customer finishes, **New survey** gets it ready for the next customer, and **Exit kiosk** asks for a valid PIN. Without the app, open the **Kiosk link** (on **Kiosk and QR**) in the tablet's browser. Details in [Surveys tab and kiosk mode](https://fidelip.com/en/docs/staff-app#staff-app-surveys-kiosk).
3. **Lock the tablet at the system level** On an iPad use *Guided Access* (Settings → Accessibility → Guided Access). On Android use *Screen pinning* or the system's *kiosk mode*. This keeps a customer from leaving the app by accident.

![The public survey as a customer sees it on the tablet](https://fidelip.com/docs/en/kiosk-mode.c88f866c.png)

*Public survey: the view that kiosk mode uses*

> [!TIP] Tip
> For a kiosk, **All questions** mode and a survey of 2 or 3 questions work best: the customer is standing and in a hurry. Save the long surveys for the link you send by email.

### Reading the results

*Dashboard → Surveys → Dashboard* (the Dashboard item inside the Surveys group of the sidebar) shows how your customers rate their visit, one survey at a time: you pick it in **Survey** (the page remembers the last one), and you change the period and the location (**All locations**, or one) in the bar at the top. Four numbers come first: total **Responses**, average rating, CSAT and NPS, each with its change from the previous period when there are enough responses to compare. Below you see NPS with its breakdown (**Promoters**, **Passives** and **Detractors**), the rating distribution, **What they mention most** (the most repeated words and the tone of the comments) and a card for each of the other questions. Tap a bar, a group or a word to see exactly those responses. On the side are **Unread alerts** and **What each number means**.

![Survey dashboard with responses, average rating, CSAT, NPS with its breakdown, ratings, what people mention most and unread alerts](https://fidelip.com/docs/en/survey-panel.a429c74f.png)

*Dashboard → Surveys → Dashboard: metrics and a breakdown by question*

A survey's **Responses** tab lists every submission. Filter it with **Search by email**, **Search in what they wrote**, the **Period**, the **Location** (if you have more than one) and the **Staff member**; the numbers above the table (rating, NPS, satisfaction) follow the period, location and staff member, but not the searches. Each question is a column: drag it by its handle to move it, and rating columns sort with the arrow. **Reset view** puts filters, sorting and column widths back as they were. Tap a row to open the whole response: what they answered, the details they left and their visit; from there you can **Reply by email** (the owner or an admin), with your business's name and logo, unless the person left no email or unsubscribed.

The **Export** menu gives you **Download Excel** (exactly what the table shows, with filters and sorting), **PDF report (full)** (every response, with emails hidden) or **PDF report (summary)** (averages and totals for each question). The Excel file includes emails and what your customers wrote, so only the owner or an admin can download it: they accept that the file is their responsibility and type a 6-digit code that is emailed to them. Staff members don't see the responses; in the counter app they only see the day's numbers.

The **Delete…** menu deletes responses, and it asks for that code too. You can delete all of them, only the ones from before a date (**Delete earlier ones**) or, if you have filters on, only the filtered ones. The notice says how many responses will be deleted and from which survey, and any that arrive while you confirm stay. It can't be undone.

![Survey responses with searches, filters, export, the period's numbers and the responses table](https://fidelip.com/docs/en/survey-responses.9a5c8e0c.png)

*Dashboard → Surveys → Surveys → (a survey) → Responses: filters, numbers and table; tap a row to open it*

On top of that, each survey's **Reports** tab makes a **weekly or monthly PDF** (**Weekly** or **Monthly**, then **Download PDF**) with the period's summary, handy for meetings or to send the owner every Monday.

> [!NOTE] Note
> Surveys are available from the Surveys plan ($19 USD/month in the United States, before sales tax; other countries are billed in their own currency, see the [home page](https://fidelip.com/en)). You don't need the loyalty program to use them, although the **Bonus for answering** does require the Surveys + Loyalty plan (it is the card that receives the points or stamps).

---

## Analytics and alerts

Everything that happens in the counter app and in your surveys shows up in the web dashboard. Here you see who your best customers are, which location rates lowest and which reward is redeemed most.

### The Overview

*Dashboard → Overview* (at `app.fidelip.com`) answers “how is my program doing?” On the Surveys plan, which has no Loyalty, it does not exist: your dashboard opens straight on the [surveys dashboard](https://fidelip.com/en/docs/surveys#surveys-results).

Everything is shown for **one card** at a time: if you have more than one, you pick it under the title (on a phone, as chips under the period), and the Overview remembers your last choice in that browser. If you have vouchers, **Vouchers** shows up as an option too. With several locations, the **All locations** pill in the top bar filters everything to one of them. Stamps and points are never added together.

- Four numbers for the period: **New customers** (people who signed up with that card), **With a card** (how many hold it, out of all your business's customers), the stamps or points issued (including adds without QR; anything undone does not count) and **Redemption rate** (how many were redeemed for every 100 issued, with the rewards handed over underneath). New customers, issued and redemption rate are compared with the previous period (the redemption rate in percentage points). If the previous period had fewer than 5 sign-ups or fewer than 5 movements that issued stamps or points, the comparison does not show: with so little, a percentage says nothing.
- **Right now · doesn't follow the period**: **Active customers (30 days)** counts how many of your customers had a visit (an earn or a redemption) in the last 30 days. A customer who signed up and never came back, a birthday bonus or a manual adjustment does not count as a visit. It is the same count as **Active (under 30 days)** in Customer retention, further down. Tap the box (**See your customers by segment in Audiences**) to go to *Dashboard → Audiences* and see who they are. Next to it, **Cards in Wallet**: how many cards are saved, split between **Apple Wallet (iPhone)** and **Google Wallet (Android)**, how many were added in the period and how many are still active.
- **New customers per day**: bars with the new customers per day, per week (with 3 months) or per month (with the year), depending on the length of the period, and the period's total at the top right. Hover over a bar (or tap it on a phone) to see the day and how many joined.
- **Your best customers**: the five who earned the most stamps or points in the period, with their visits. **See all in Customers** opens *Dashboard → Customers*.
- The chart of stamps or points by day of the week: issued vs redeemed, added up by weekday in your business's time (a sale at 11 p.m. on a Friday counts as Friday).
- **Best-selling products**, by revenue in the period: on the Enterprise plan, and when your point of sale sends Fidelip the products on each receipt. On other plans you see the **Enterprise plan** notice there.
- **Recent activity · all your cards**: the latest movements (8 on a computer, 5 on a phone), each with what happened, the card and who recorded it. An earn typed in without scanning the QR says **Added without QR**. **See the whole activity log** opens the [activity log](https://fidelip.com/en/docs/analytics-alerts#analytics-activity-log).

If you pick **Vouchers**, the Overview switches to your vouchers: how many are **Sent**, **Active** and **Used or expired**, along with recent activity; the charts belong to one card. A card nobody holds yet shows its numbers and an explanation, with the **Go to Getting started** and **Download sign-up QR** buttons, instead of empty charts. On a phone the Overview is the short version: the numbers, the active customers block, the new customers chart and recent activity, and **More of the overview** has one row for every section left out.

### Period filters

The period selector is in the top bar (on a phone, under the title, with three quick choices and **More** for the rest). It opens on **Last 30 days** and supports:

- **Today**
- **This week**
- **Last 2 weeks**
- **This month**
- **Last 30 days**
- **Last 3 months**
- **Year to date** (compared with the same dates a year earlier)
- **This year** (compared with the whole previous year)
- **Custom**: you enter **From** and **To** and tap **Apply**

Days are counted in your business's time zone. All figures start on the day you opened your account, so you never see data from before you signed up: the period menu tells you since when there is data.

![Dashboard overview: the four numbers for the period, the Right now block with active customers and cards in Wallet, the new customers chart, best customers, the chart by day of the week, recent activity and the card analysis](https://fidelip.com/docs/en/dashboard-overview.7e9a5103.png)

*Dashboard → Overview, “Last 30 days” period*

Your team sees a shorter summary in the **Analytics** tab of the Fidelip Staff app, and the alerts in its **Alerts** tab: see [Analytics tab](https://fidelip.com/en/docs/staff-app#staff-app-analytics-tab) and [Alerts tab](https://fidelip.com/en/docs/staff-app#staff-app-alerts-tab).

### Card analysis

At the bottom of the Overview, with a card picked, is its analysis. It follows the location at the top, but has its own period selector.

- **Visits** (earns and redemptions in the period), **Visits per customer** and **Customers who came back** (those who came more than once), plus stamps or points per customer. On a points-per-purchase card, the average ticket and an estimate of extra revenue are added: it is only an estimate.
- **Customer retention**: all your customers by their last visit (earn or redemption), regardless of the period you picked: **Active (under 30 days)**, **At risk (30 to 60 days)**, **Inactive (over 60 days)** and **No visits yet**. Below, inactive customers month by month and a link to Audiences to see who they are.
- **Customer value**: the **Average** and the **Median** of what each customer earned (or, on points-per-purchase cards, spent) in the period, and how many fall in each range.
- **Your team in this period**: who recorded how many movements, at which location, and how much they issued and redeemed.

On a phone, all of this is in the **Retention and analysis** row of **More of the overview**.

### The activity log

**Activity log** lists every earn, redemption, bonus and adjustment on your customers' cards, newest first and grouped by your business's day: who got it, who did it and when. Filter by **From** and **To**, **Customer**, **Who did it** and **Type**. The customer's name opens their record, where you can undo an earn during its first 10 minutes. Because it shows customer names, only the owner and admins can see it.

### PDF reports

Every card and every survey has **Weekly** and **Monthly** reports you can download as a PDF: handy for meetings or to send to the owner. The owner and admins can see them.

- For a card: in *Dashboard → Cards*, open the card and go to its **Reports** tab. At the top you see the latest period with activity: the **Customers who came**, the stamps or points given, the **Rewards redeemed** and the **New customers**. Below are the **Available periods**: open one to see its summary, with the most popular reward, and download its PDF with **PDF**.
- For a survey: the survey's **Reports** tab, or the **Weekly and monthly reports** row in *Dashboard → Surveys → Dashboard*. It brings the responses, NPS, alerts and new customers of each period.

### Survey alerts

When a customer leaves a negative opinion, Fidelip automatically creates an **alert**. You see it in *Dashboard → Surveys → Alerts* (the red number in the menu counts the ones you have not read) and it is emailed to whoever you choose; **Critical** and **Warning** alerts also reach your team's Fidelip Staff app as a notification. With no setup, every survey creates automatic alerts for:

- Stars or faces at 2 or less (**Warning**).
- NPS detractor (a 0 to 6 on an NPS question), marked **Critical**.
- Thumbs down (**Warning**).
- A scale in its lowest 30 % (**Warning**).

**Set up alerts** opens the **Alerts** section of the survey editor, under **Survey settings**: there you turn off the **Automatic alerts** and add **Your rules**: another threshold, a chosen option or a comment that contains a word (for example “dirty”), each with its severity (**Info** is the mildest and does not ring on phones). You also choose who gets the email, in **Emails that get the alert**, and whether the team notification rings, with **Push notification to the team**. See [Alert rules](https://fidelip.com/en/docs/surveys#surveys-alert-rules).

In *Dashboard → Surveys → Alerts* the unread ones come first and the one you pick opens on the right, with the **Customer's message** and the **Full response** (on a narrow screen it opens in a sheet). Opening it does not mark it as read: you do that with **Mark as read**, or with **Mark all as read**, which marks every pending alert of your business even if the filters hide some (if so, it warns you first). **Open the response** takes you to the full response, where you can reply by email if the customer left theirs.

Filter by **All**, **Unread** or **Read**; by period (**48 h**, **7 days**, **30 days** or **All**: it opens on 48 h, so for an older one pick a longer period); by **Type**; by **Severity** (**Critical**, **Warning** or **Info**); and, with several locations, by the location in the top bar.

![Alerts page in the dashboard: the list with unread alerts first, the status, period, type and severity filters, and on the right the open alert with the customer's message, the full response and the buttons to open it or mark it as read](https://fidelip.com/docs/en/alerts-page.dc4cf4f9.png)

*Dashboard → Surveys → Alerts*

> [!WARNING] Warning
> Besides the dashboard and the counter app, the only outgoing channel is **email**: WhatsApp and SMS are not supported yet. If you need urgent alerts somewhere else, we recommend forwarding the emails to a Slack channel or a Telegram group with an inbox filter.

> [!TIP] Tip
> The most effective way to win back a detractor is to contact them within **24 hours**. If your team cannot respond that fast, set up an automatic reply thanking them for the feedback (in **Automatic emails**, inside **Survey settings**; see [Automatic emails by rating](https://fidelip.com/en/docs/surveys#surveys-emails)) while someone reaches out personally.

---

## Plans and limits

Fidelip has three plans and a handful of operating limits. This page puts both in one place: what each plan costs, what exactly happens when you reach a limit (reaching one almost never switches the service off), and how to change, cancel or reactivate your subscription.

### The three plans

| Plan | Price | Billed per | Who it's for |
| --- | --- | --- | --- |
| **Surveys** | $19 USD/month $190 USD/year | Business (flat rate) | You only want to measure satisfaction: NPS, CSAT, stars, kiosk mode. No loyalty card. |
| **Surveys + Loyalty** | $49 USD/month $490 USD/year | Location | The full plan: Wallet cards, stamps, points and membership benefits, surveys, referrals, automations. |
| **Enterprise** | Custom | Contract | Chains and franchises that need unlimited customers, API keys to connect their point of sale or ERP, a report by location and product analytics. |

These are United States prices, before sales tax; other countries are billed in their own currency (see the [home page](https://fidelip.com/en)). The first **10 days are free** on any self-serve plan, and your card isn't charged until the trial ends. There is one free trial per business: if you cancel and subscribe again, the first charge is that same day (see [If your subscription is suspended or canceled](https://fidelip.com/en/docs/plans-limits#plans-reactivate)). Annual billing equals paying for 10 months.

### Extras

Extra location and extra card apply **only to the Surveys + Loyalty plan**; the first of each is included. Extra surveys and extra responses can be bought on any plan that includes surveys, **without changing plan**. You add or remove those four extras in *Dashboard → Billing*, under **Change plan**.

| Extra | Monthly | Annual | When you need it |
| --- | --- | --- | --- |
| **Extra location** | +$19 USD | +$190 USD | You open another location. Customers use the same card at all of them. |
| **Extra card** | +$19 USD | +$190 USD | You want a second program running at the same time (for example coffee stamps and food points). |
| **Extra survey** | +$9 USD | +$90 USD | You want more than 1 active survey at a time (for example one for service and one for product). |
| **Extra responses** | +$9 USD | +$90 USD | Each block adds 10,000 more responses a month. |
| **Email credits** | $99 MXN / 500 emails · $179 MXN / 1,000 emails · $399 MXN / 2,500 emails | No expiry | You ran out of the credits included for the month. It's a one-time payment, and packs are sold in Mexican pesos only, whatever your country. You buy them in *Dashboard → Billing*, on the **Email credits** tab. |

### Every limit, and what happens when you reach it

You can see how far along you are on each limit in *Dashboard → Billing*, under **What you use of your plan**.

| Limit | Value | What happens when you reach it |
| --- | --- | --- |
| **Registered customers** | 10,000 (Surveys + Loyalty plan) | Every registered customer counts, whether or not they were active recently. At 80% you get a warning email. At 100%, *only new sign-ups* from the public page are blocked: existing customers keep earning and redeeming, and nothing is deleted. The Enterprise plan has no limit. |
| **Active surveys** | 1 included | You can create more as drafts (inactive): they don't count. To turn another on, the owner adds an extra survey from Billing for $9 USD a month, without changing plan, or you turn off one you no longer use: its slot frees up instantly. The Enterprise plan has no limit. |
| **Responses per month** | 10,000 included | **A response is never rejected.** If a customer is answering on the tablet, their response is saved even if you're past the limit. At 80% the response meter for your surveys turns to a warning, so you can add a block of 10,000 for $9 USD a month. The Enterprise plan has no limit. |
| **Email credits** | 500 a month | Each email in a campaign or a voucher uses 1 credit. The monthly ones renew on the 1st; purchased ones never expire. A campaign with more recipients than credits isn't sent (it's refused whole, not sent halfway), and with no credits a voucher's email isn't sent, but the voucher stays valid: the customer sees it in their portal and at the counter. **You're never charged extra automatically**: you buy a pack in *Dashboard → Billing*, on the **Email credits** tab, and sending resumes. |
| **Staff accounts** | 5 per location | The system rejects assignment number 6. Deactivate an account that's no longer used (inactive ones don't count) or assign that person to another location. |
| **Kiosk accounts** | 50 per location | Plenty for any real venue; if you reach it, write to us. |
| **Active locations and cards** | As many as your plan pays for (Surveys + Loyalty) | The first location and the first card are included; each extra you add covers one more. You can't create or turn on another beyond what you pay for: the dashboard asks you to deactivate one or add the extra in **Change plan**. You also can't pay for fewer locations than you have active. The counter keeps working and nothing is deleted. |
| **Card notifications** | 1 a day, per card | It counts your business's day, even if you pick an audience. In *Dashboard → Marketing → Messages and birthdays*, the **Send message** button is disabled until the next day. Automatic messages (birthdays, automations) don't use up your send for the day. This is on purpose: the notification shows on the lock screen, and two a day is the fastest way to make people delete your card. |
| **Image changes** | 3 a day, per type | Each logo, banner or stamp change regenerates the artwork and pushes an update to every installed pass, so it's watched. It's a warning, not a block: the editor tells you how many changes you have left today and, at the limit, still lets you save, but installed cards may take longer to update. |
| **Stamps per card** | A fixed maximum | It's a design limit: the Wallet banner fits at most two rows of stamps, and beyond that it stops being legible. The card editor shows you the allowed range. If you need longer goals, use a [points](https://fidelip.com/en/docs/loyalty-program#loyalty-card-types) card. |
| **Survey bonus** | A cap per customer | Anti-abuse, per customer card: there is a minimum wait between one bonus and the next and a maximum number of bonuses per week. The response is always saved; only the bonus is skipped. It stops someone from answering surveys back to back to rack up points. |

### What the Enterprise plan unlocks

On top of removing the customer limit, the Enterprise plan includes:

| Feature | What it does |
| --- | --- |
| **API keys** | In *Dashboard → Business → Integrations* you create one key per system or location and choose what it allows: **Record purchases** (your point of sale or ERP adds the points or stamps of each sale on its own, with the same rules as the app) or **Read reports and surveys** (another system reads your loyalty and survey stats). The full key is shown only once. Your system has to be able to connect through an API or webhooks: if it ships with that turned off, ask its provider to turn it on. If you leave Enterprise, read keys keep working and keys that record purchases stop. |
| **Balance by location** | In *Dashboard → Business → Balance by location*: what each location issued and what it redeemed in the period, which you can filter by card and export. It isn't a balance per location: a card belongs to the person, not to the location. |
| **Partner companies** | In *Dashboard → Business → Partner companies*: agreements with companies, with their list at signup, a monthly allowance per agreement that is deducted at the register, and a usage report per company. |
| **Product and category analytics** | When your point of sale sends the products of each sale, you see the best sellers and each category in *Dashboard → Overview*, and in *Dashboard → Customers* you find who bought a product or a category. |

> [!NOTE] Note
> The Enterprise plan is quoted by contract. Write to us at [hola@fidelip.com](mailto:hola@fidelip.com) with the number of locations, the approximate number of customers and which system you want to integrate.

### Change or cancel

Everything is done from *Dashboard → Billing*, which only the owner sees. It has three tabs, **Plan**, **Tax details** and **Email credits**, and a **Manage payments** button that opens Stripe's portal so you can update your card and see your invoices.

![Billing page of the dashboard, Plan tab: the active plan with its cost and next charge, what you use of your plan, what is included, and the Change plan card with the billing period, plan type and counters for locations, cards, surveys and responses](https://fidelip.com/docs/en/billing-plan.22d80fd0.png)

*Dashboard → Billing, Plan tab*

On **Plan** you see your **Active plan** with its status, the **Current cost** and the **Next charge**; below, **What you use of your plan** and **Included in your plan**. Next to that is **Change plan**: there you change the **Billing period** (monthly or annual), the **Plan type** and what you buy, with the counters **Locations**, **Loyalty cards**, **Extra surveys** and **Extra responses per month**. As you move the numbers, **What changes** shows the **New cost** at list prices; **Review and confirm** asks Stripe for the exact amounts and opens **Confirm changes**, where you see what is charged today, your next invoice and what you'll pay **After that**. Nothing is applied until you click **Confirm changes**; **Back** or **Discard** leaves everything as it was.

Changes apply the same day and you pay only the prorated part: what you add is charged for the time left in the period, and what you remove becomes a credit toward your next payments. Switching from monthly to annual (or back) starts the new period today and deducts the time you didn't use. During the free trial nothing is charged. Three more rules:

- You can't pay for fewer locations than you have active: first deactivate the ones you no longer use in *Dashboard → Business → Locations*.
- Moving to **Surveys** removes **Cards**, **Customers**, **Referrals** and **Messages and birthdays** from the dashboard and stops charging for extra locations and cards. Cards your customers already saved on their phones are not deleted.
- The Enterprise plan isn't changed here: the **Your Enterprise plan** card sends you to write to sales.

**Tax details** keeps the legal name and tax ID your subscription is invoiced under (in the United States, your EIN; in Mexico, the RFC, tax regime and CFDI use) and syncs with Stripe. **Email credits** shows how many you have left this month, the ones you bought and the packs.

To cancel, click **Cancel subscription** at the bottom of the **Plan** tab and confirm with **Yes, cancel** (**Keep plan** leaves it as it was). The subscription stays active until the end of the period you already paid for and doesn't renew; there is no penalty and no minimum term. Until that day everything works and the **Plan** tab shows you the date: if you change your mind, **Reactivate** puts it back as it is today, with no new payment.

### If your subscription is suspended or canceled

There are two reasons the dashboard and the counter app stop, and the screen tells you which. In both, your data is untouched: customers, cards, surveys and settings stay saved.

- **A charge failed.** The whole dashboard, Billing included, is covered by **Subscription suspended**, which says we couldn't charge your latest invoice and offers **Pay now** and **Update payment method**. The counter app shows its own suspended notice. Until it's paid, staff can't add purchases or redeem rewards, and no new customers or responses are recorded. Everything comes back as soon as Stripe confirms the charge; if you already paid, it can take a few minutes.
- **The subscription ended** (you canceled it and the period ran out). The dashboard is covered by **Subscription cancelled**, with the same effect at the counter. The owner sees **Reactivate subscription** and doesn't need to write to us; everyone else reads **Only the owner can reactivate it.**

1. **Start from the notice** Click **Reactivate subscription**. It takes you to *Dashboard → Billing*, the only page the notice doesn't cover.
2. **Review your plan** The page is titled **Reactivate your subscription** and starts with the plan you had: billing period, locations and cards. Change them before paying if you like. In **Order summary**, **Charged today** reminds you there's no second free trial: you're charged right away.
3. **Pay** Click **Continue to payment** and pay by card on Stripe, like the first time. If you close Stripe without paying, you come back to the form, the page says no charge was made and the subscription stays canceled.
4. **Wait for the confirmation** When you come back, the page says **We're confirming your payment…** and within a few seconds the notice disappears on its own, across the whole dashboard and without reloading. If Stripe is slow, the page says **Your payment is being processed** and offers **Check again**: wait, and don't pay again.

When you reactivate, keep in mind:

- The extra surveys and extra responses you had don't carry over: buy them again in **Change plan**. Nothing is deleted; you just can't turn on more surveys than your plan covers.
- If your plan was Enterprise, it can't be bought again online: the form offers **Surveys + Loyalty** and a link to write to us if you want the same terms.
- If you asked to delete the business, the notice is different: first click **Cancel deletion**, then reactivate.
- In Europe, the notice for an ended subscription says until which day your data is kept; reactivating cancels that deletion.

---

## Troubleshooting

These are the problems we hear about most, with the real cause and the fix. If yours is not here, message us on [WhatsApp](https://wa.me/522224706230?text=Hi%2C%20I%20need%20help%20with%20Fidelip.) or write to [hola@fidelip.com](mailto:hola@fidelip.com). See [Need help?](https://fidelip.com/en/docs/support) for what to include.

### Sign-in and account

#### I never got the verification code

**Probable cause:** the email landed in spam, or the code expired (codes last 10 minutes).

**What to do:** check your spam and promotions folders for an email from `hola@auth.fidelip.com`. If it is not there, tap **Resend code** (you can ask for another every minute): the previous one stops working as soon as you ask for a new one. If your work email filters messages from new senders, tap **Use a different email**, at the top of that screen, and start over with another address. When you are done, change your sign-in email under **Account security** (in your account menu): on the **Sign-in email** row, tap **Change**.

#### I lost access to my two-step verification

**Probable cause:** you changed phones without moving your authenticator app.

**What to do:** on the **Two-step verification** screen, tap **Use a recovery code** and type one of the recovery codes you were shown when you turned it on. Each one works once, and you can type it with or without dashes. If you do not have them either, write to [hola@fidelip.com](mailto:hola@fidelip.com). We reply to your account email to confirm it is you; when you answer from that address, we turn verification off, you get a notice by email, and you turn it back on under **Account security** with **Turn on 2FA**.

#### I sign in and it says my account is paused

**Probable cause:** 5 failed attempts in a row within 15 minutes: a wrong password, a wrong two-step code, or a wrong current password when you change your email or your password.

**What to do:** it is a pause, not a permanent lock: it lasts 15 minutes and the screen tells you how long is left. If you do not remember your password, do not keep trying: tap **Forgot your password?** and reset it with the code we email you. Resetting lifts the pause, unless you have two-step verification turned on: in that case, wait the 15 minutes.

#### A menu section has a padlock, or is missing

**Probable cause:** one of three.

- You have not created your first card yet. Until then most of the menu (**Vouchers**, **Customers**, **Audiences**, **Locations**, **Staff**…) is gray with a padlock, and hovering over it says **Create your program first**.
- Your plan does not include it: on the Surveys plan there is no **Loyalty** or **Marketing** section.
- Your role does not see it: **Billing** is for the owner only, and **Business** and **Settings** are for owners and admins.

**What to do:** if it is the padlock, create your first card under *Dashboard → Cards* (see [Set up your loyalty program](https://fidelip.com/en/docs/loyalty-program)): once you save it, the menu unlocks. **Getting started** walks you through it. To get Loyalty and Marketing you need the Surveys + Loyalty plan: see [Plans and limits](https://fidelip.com/en/docs/plans-limits). For anything that is owner-only, ask one of them.

### The customer's card

#### A customer cannot add the card to their Wallet

**Probable cause:** they opened the link inside the Instagram, Facebook or TikTok browser (those browsers cannot hand a pass to Wallet), or they opened it on a computer: the page asks them to open it on their phone.

**What to do:** ask them to open the link in Safari (iPhone) or Chrome (Android). There is usually an “Open in browser” menu. There they tap **Add to Apple Wallet** or **Add to Google Wallet**. A second common cause on Android: the Google Wallet app is not installed; it is a free download from Play Store. Meanwhile, the QR code the page shows works at the counter.

#### The card does not show the new stamps

**Probable cause:** the update arrived but the phone has not downloaded it yet, or the customer has turned off updates for the pass.

**What to do:** first confirm under *Dashboard → Customers* that the purchase was recorded: open the customer and look for the entry in their **History** (if it is there, the problem is only delivery to the phone). On an iPhone, opening Wallet and pulling down on the card forces an update. Also check that automatic updates are on, on the back of the pass. If the purchase does *not* show in the dashboard, it was not recorded: check whether the app left entries waiting for a connection, in [The internet went down at the busiest hour](https://fidelip.com/en/docs/troubleshooting#problem-no-internet).

#### A customer deleted their card

**Probable cause:** they removed it from Wallet by accident.

**What to do:** their balance is not lost: it lives in Fidelip, not on the phone. They only need to open the sign-up link again with the **same email**: the page says **Welcome back!** and gives them the buttons to add the card again, with the balance intact. Do not sign them up again with a different email: that does create a separate customer and splits the balance in two.

### At the counter

#### A customer's QR code will not scan

**Probable cause:** low brightness, a scratched screen, or the customer is showing the wrong QR.

**What to do:** turn the customer's phone brightness all the way up, clean the camera and, in low light, turn on the flashlight from the **Scan** tab. Check that it is the QR of *their Fidelip card*, not a QR for your own shop. If it still will not read and you have [adding without QR](https://fidelip.com/en/docs/staff-app#staff-app-add-without-qr) turned on, find the customer in the **Customers** tab by name or by their card ID and add the purchase from there.

#### The app will not open the camera

**Probable cause:** the camera permission was denied the first time.

**What to do:** the **Scan** tab shows the notice **Turn on the camera** with the **Open Settings** button, which takes you to the app's permissions on the phone (it appears there as Fidelip). Turn on Camera and go back to the app: it starts scanning without a restart. Meanwhile, the same notice has the **Find the customer by name** button, which opens the **Customers** tab.

#### A cashier added one stamp too many

**Probable cause:** a double scan or a mistyped amount.

**What to do:** in the app, a stamp, some points or an add without QR is undone with the undo button that appears right after, for 30 seconds (the stamp that completes a card cannot be undone there). An add without QR can also be undone for **10 minutes** from *Dashboard → Customers*: open the customer and tap **Undo** in their **History**. Undoing it also takes away what that entry added toward a tier promotion. If that balance or tier has already been used (a redemption, or a purchase that earned with the tier bonus), undo that entry first.

If it can no longer be undone, the dashboard has no button to subtract balance: write to us with the customer's name, the card and how much to correct, and we adjust it on our side. The adjustment shows in the **Activity log** as **Manual adjustment**; the tier stays as it is.

If it happens often, turn on the card's checks: under *Dashboard → Cards → Program*, the **When adding at the counter** section (**Require receipt number** and **Require minimum amount**) and the **Possible duplicate warnings**, which ask the cashier to confirm when an amount or a receipt repeats.

#### A cashier was signed out

**Probable cause:** someone signed out from Settings, the 30-day session ran out, the account was deactivated, or the person changed their password or email, turned two-step verification on or off, or used **Sign out the others** in Account security (all of that also signs out the counter app).

**What to do:** sign in again; nothing recorded is lost, and anything the phone had saved offline is sent when it signs back in. If it will not let them in, check under *Dashboard → Staff* that the account is still active and has a location (if it is under **No location**, open it and give it one under **Locations**).

#### The internet went down at the busiest hour

**Probable cause:** the app needs a connection to look up the customer and to redeem.

**What to do:** share data from a manager's phone: it uses a few KB per operation. If the signal drops right as you add a stamp or points, the app saves the entry and sends it by itself when it reconnects, and surveys keep working: see [If the internet goes out](https://fidelip.com/en/docs/staff-app#staff-app-offline). If you would rather not stop the line, write down each customer's name and purchase and add them afterwards with **Add**, from *Dashboard → Customers*.

### Messages and vouchers

#### I sent a notification and it did not arrive

**Probable cause:** the message is delivered through the Wallet card, so only people who **have the card installed** and belong to the audience you chose get it. On an iPhone, they also need card updates turned on.

**What to do:** open *Dashboard → Messages and birthdays* and find the message in the **History**: its row says how many cards it went to (**No cards installed** if none) and how many iPhones did not get the alert (**Notifications off**: they have the card's updates turned off). For Google Wallet only the ones sent are counted: Google does not confirm delivery. A number much lower than your total customers almost always means many signed up but never added the card to Wallet. Also remember the limit of 1 send per day per card.

#### The voucher did not reach the customer

**Probable cause:** you ran out of email credits, the customer unsubscribed from your emails or did not agree to receive promotions, or they have no email on file.

**What to do:** open *Dashboard → Vouchers*, the voucher and its **Issued vouchers** tab: if the customer's row says **Skipped**, the email was not sent because they unsubscribed from your emails or did not agree to receive promotions; give them the voucher with **Link or QR code**, from **Send to a customer**. Also check your credit balance under *Dashboard → Billing*, in **Email credits** (you get 500 a month; only the owner sees Billing). With no credits no email goes out and the dashboard tells you when you send; extra packs are a one-time card payment in Mexican pesos, in that same section. If there are credits, confirm that customer has an email: customers who signed up with only a phone cannot get vouchers by email.

#### A voucher shows as already redeemed

**Probable cause:** each issued voucher has its own code; if the voucher is **Single use**, it was already used: it was shared, or redeemed at another location.

**What to do:** under *Dashboard → Vouchers*, open the voucher and its **Issued vouchers** tab, and expand the voucher's row: the **Redemption history** tells you when, where and who redeemed it. If it was your team's mistake, issue a new voucher for that customer with **Send to a customer**.

### Limits and billing

#### I hit the customer limit

**Probable cause:** the Surveys + Loyalty plan holds up to 10,000 registered customers (everyone counts, active or not). The dashboard tells you with **New sign-ups are paused.**

**What to do:** only new sign-ups from the public page are blocked; your day-to-day operation stays the same, and customers who already have a card keep earning and redeeming. To keep growing, write to [hola@fidelip.com](mailto:hola@fidelip.com) (or tap **Talk to sales**) to move to the Enterprise plan, which has no limit. See [Plans and limits](https://fidelip.com/en/docs/plans-limits).

#### My payment failed and the account is suspended

**Probable cause:** the card expired, had no funds, or the bank declined the recurring charge.

**What to do:** the whole dashboard, including *Dashboard → Billing*, is covered by **Subscription suspended**. The owner taps **Pay now** (opens the pending invoice) or **Update payment method** (opens the Stripe portal). Service comes back as soon as the charge goes through; if you already paid, it can take a few minutes. **Nothing is deleted** during the suspension: customers, balances and history stay intact. Meanwhile, the counter app shows its own **Subscription suspended** notice and staff cannot record stamps, points or redemptions: have them tell the owner. See [If it is suspended or cancelled](https://fidelip.com/en/docs/plans-limits#plans-reactivate).

#### The dashboard says “Subscription cancelled”

**Probable cause:** the subscription ended: you cancelled it and the period ran out, or you asked to delete the business, which also cancels it.

**What to do:** the notice says everything is still saved: customers, cards, surveys and settings. The owner taps **Reactivate subscription**, which goes to *Dashboard → Billing*: you choose your plan and pay by card, and the account works again as soon as the payment is confirmed. There is no need to write to us. Everyone else sees **Only the owner can reactivate it.** If the notice says your business will be deleted on a date, first tap **Cancel deletion**. The full steps are in [If it is suspended or cancelled](https://fidelip.com/en/docs/plans-limits#plans-reactivate).

#### A report or chart is empty

**Probable cause:** the selected period has no activity (the default is **Last 30 days**), or the card or location you are viewing has no entries.

**What to do:** widen the period with the selector in the top bar (for example **This year**), go back to **All locations** if you had picked one, and check under *Dashboard → Overview* that you are viewing the right card (the cards appear at the top). Charts never show data from before the date you opened your account.

#### The survey does not show up in kiosk mode

**Probable cause:** the survey is inactive (the counter app only offers active ones), or kiosk with PIN is off for that survey.

**What to do:** under *Dashboard → Surveys*, open the survey and confirm **Survey active** is on: a new or duplicated survey is created as an inactive draft, and your plan limits how many you can have active. Then, in its **Kiosk and QR** tab, confirm **Kiosk with PIN** is on (it saves right away). If the notice **Nobody has a PIN yet** shows up there, use **Assign a PIN in Staff**: the kiosk needs at least one person on the team with a PIN, because it is what gets you out of the mode. See [Kiosk mode](https://fidelip.com/en/docs/surveys#surveys-kiosk-mode).

> [!TIP] Tip
> Before you write to us, have at hand: the affected customer's email, the approximate time, the location and a screenshot of what you see. With that we almost always solve it in the first reply.

---

## Glossary

The terms the dashboard and the app use, in the order you are most likely to run into them. Several look alike (mainly **card**, **pass** and **program**, or **reward** and **bonus**), so it is worth reading the first ones even if you already know the rest.

### The basics

| Term | What it is |
| --- | --- |
| **Card** | The complete loyalty program as the customer sees it: its type, its design, its rules and its rewards. In the dashboard they live in *Dashboard → Cards*, where each one is edited in tabs. A business can have more than one. |
| **Pass** | The file the customer saves in Apple Wallet or Google Wallet. A pass belongs to one customer and one card. If the customer deletes it, their balance is not lost: the balance lives in Fidelip. |
| **Program** | Another name for “card”. It shows up in the API and in *Dashboard → Cards → Program*, the tab of each card where its name, its size and its limits are. |
| **Stamp** | A mark on a stamp card. How many a purchase earns is set by the card’s rule: by product, by visit or by spend. The card is complete after a fixed number of stamps, between 6 and 10 (**Stamps per card**, in *Dashboard → Cards → Program*). |
| **Point** | A unit that builds up in proportion to spending (for example, 1 point per $1 spent). Unlike stamps, there is no card to fill: points keep adding up and are redeemed for rewards of different costs. |
| **Membership card** | The third card type. Instead of collecting stamps or points toward a reward, it gives members a fixed perk (VIP, 2-for-1, a discount) that can be redeemed within a limit of **Redemptions per customer** over a period, for example “2 coffees a month”. |
| **Reward** | What the customer gets in exchange for their balance. It has a cost in stamps or points, can have limited **Stock**, and can require a **Minimum tier**. You create them in *Dashboard → Cards → Rewards*. |
| **Bonus** | Stamps or points that Fidelip gives on its own, without the customer making a purchase: for their birthday, for answering a survey, for inviting a friend or from an automation. In the activity log each one shows by name, for example **Birthday bonus**. A reward, by contrast, is paid for with the balance. |

### Daily operation

| Term | What it is |
| --- | --- |
| **Earn** | Recording a purchase and adding stamps or points to the customer. A staff member does it in the app by scanning the customer’s QR code: the buttons say **Add stamp** and **Add points**. In the activity log it shows as **Earn**. |
| **Add without QR** | Adding stamps or points without scanning the QR code, by looking up the customer by name or card ID. It is for when scanning is not possible: a cracked screen, a dead battery or no phone on them. The owner and the admins can do it from *Dashboard → Customers* with the **Add** button; a staff member can do it only in the app, and only if you allow it in **Adding without QR** (in *Dashboard → Cards → Program*) and within its limits. It always carries a reason and is recorded under the name of whoever did it. |
| **Redeem** | Handing over a reward and taking its cost off the balance. It is recorded with the staff member and the location that did it. |
| **Earning rule** | Sets how much is earned and why: **By spend**, **By product** or **By visit**. You edit it in *Dashboard → Cards → Rules*, and a change applies from the next earn. A stamp card or a membership card has a single rule. |
| **Promotion** (modifier) | Multiplies what is earned on certain days or hours (for example, double points on Tuesdays). It applies by itself on every earn, so staff do not have to do anything. The API calls it a modifier. It lives in *Dashboard → Cards → Promotions*. |
| **Location** | A physical place. It is the billing unit, and also the one used to filter analytics and assign staff. You manage them in *Dashboard → Locations*. |
| **Kiosk mode** | Leaves the counter phone or tablet with the survey full screen for the customer to answer. Before each survey, whoever is serving enters their 4-digit PIN, so you know who attended, and leaving the kiosk also asks for a staff PIN. You turn it on in *Dashboard → Surveys → Kiosk and QR*. |
| **Activity log** | Every earn, redemption, bonus and adjustment on your customers’ cards: who got it, who did it and when. Nothing is deleted: a correction is recorded as a new movement (**Undone movement**). You open it from *Dashboard → Overview → See the whole activity log*. It is not available to staff. |

### Loyalty and analytics

| Term | What it is |
| --- | --- |
| **Tier (VIP)** | A step like Bronze, Silver, Gold. A customer moves up by earning enough, and each tier can multiply what the customer earns. You build them in *Dashboard → Cards → Tiers*. |
| **Dropping a tier** (decay) | The automatic move down a tier when a customer stops earning during the period you set. It keeps someone from staying VIP forever because of a streak from two years ago. You turn it on in the **Dropping a tier** section of *Dashboard → Cards → Tiers*; until you do, tiers are permanent. |
| **RFM** | **Recency**, **Frequency** and **Monetary**: the three scores, from 1 to 5, that Fidelip uses to place each customer in a segment automatically every night. It is explained in *Dashboard → Audiences*. |
| **Audience / segment** | A group of customers who behave alike (**Champions**, **At Risk**, **About to Sleep**…). Each customer sits in a single segment, and you use them to decide who gets a message. They are in *Dashboard → Audiences*. |
| **Automation** | A rule that is always on and acts by itself: it sends an email, a card message, a voucher or a gift when a customer makes a first purchase, moves up a tier or has not come in for a while. You set it up once in *Dashboard → Automations*. |
| **Voucher** | A gift or discount the customer keeps in their Wallet and redeems at the counter with a QR code. Each customer gets their own, separate from their balance, and it can be valid once, a set number of times or without limit. It works for discounts, freebies and birthday gifts. They are in *Dashboard → Vouchers*. |
| **Referral** | A customer who signed up with another customer’s invitation link, which shows on the back of their Wallet card. The customer who invited gets an automatic bonus, and their friend does too if you set it up. You turn it on in *Dashboard → Referrals*. |
| **NPS** | “How likely are you to recommend us?” from 0 to 10. It is calculated by subtracting the percentage of detractors (0–6) from the percentage of promoters (9–10). |
| **CSAT** | The percentage of customers who rated 4 or 5 on your star and face questions. More direct than NPS and easier to explain to your team. In the dashboard it appears as **Satisfied customers (CSAT)**. |
| **Detractor** | A customer who answered 0 to 6 on the recommendation (NPS) question. They are the ones to contact the same day, which is what alerts, in *Dashboard → Alerts*, and the automatic survey emails are for. |

### Account and technical

| Term | What it is |
| --- | --- |
| **Role** | What a person can do: **Owner** (everything, **Billing** included), **Admin** (the dashboard and the app, without **Billing**), **Staff** (only the counter app) and kiosk (just a name and a PIN, for the survey; it does not sign in to the dashboard or the app). You manage them in *Dashboard → Staff*. |
| **Slug** | The short name of your business inside public URLs (fidelip.com/c/your-business). |
| **Email credits** | Each email you send in a campaign or with a voucher uses 1 credit. Your plan includes a monthly amount that is full again on the 1st; purchased credits do not reset or expire. Credit packs are a one-time payment and are sold in Mexican pesos only. You see and buy them in *Dashboard → Billing → Email credits*. |
| **API key** | A secret key to connect another system, such as your point of sale or ERP. Each key is created with one or both permissions: **Record purchases** (adds points or stamps for each sale) and **Read reports and surveys**. They cannot be changed afterwards: to change them, revoke the key and create another. It is part of the Enterprise plan and is managed in *Dashboard → Integrations*. |
| **AI assistant** | Connect Claude Code, Cursor or VS Code to your account with its own key, which does not need the Enterprise plan, so it can look up your numbers and, with permission to make changes, set up your cards. You do it in *Dashboard → AI assistant*. |
| **CFDI** | The Mexican tax invoice. Mexico only: it applies to businesses based in Mexico. In *Dashboard → Billing → Tax details* you save the details it carries (RFC, legal name, tax regime and CFDI use), which sync with Stripe. |

---

## Set up Fidelip with your AI assistant

You can connect Fidelip to an AI assistant and ask for things in plain language: *“create an 8-stamp card for a free coffee”*, *“change my card color to forest green”*, *“how many new customers did I get this month?”*. With a key that allows changes, the assistant makes them in your account and tells you what it did.

It works with assistants that support MCP (Model Context Protocol) and accept a key: today, Claude Code, Cursor and VS Code with GitHub Copilot. These are developer tools. Connecting one means copying a key and pasting a block of text, but you need to be comfortable opening a terminal or a configuration file.

Chat apps (Claude on the web, desktop or phone, ChatGPT, Gemini and Grok) cannot connect yet. They ask you to sign in with your account on the service, or they do not accept custom servers, and Fidelip does not offer that sign-in yet. Details in [Claude, ChatGPT, Gemini and Grok](https://fidelip.com/en/docs/ai-assistant#ai-assistant-chat-apps).

### Connect it in 3 steps

![The AI assistant page of the dashboard with examples, the form to create a key, the key list, recent activity and the cards for what it can and cannot do](https://fidelip.com/docs/en/assistant-page.9c1c952e.png)

*Dashboard → Business → AI assistant*

1. **Create your key** Go to *Dashboard → Business → AI assistant* (on a phone, from **More**), or straight to [app.fidelip.com/dashboard/agente](https://app.fidelip.com/dashboard/agente). You can also find it in your account menu (your name, bottom left) → **Connect your assistant**. Choose which assistant it is for: Claude Code, Cursor, VS Code (GitHub Copilot) or **Other…** (there you type a name in **Assistant name** so you can recognize the key). Then choose what it can do: **Look up only** (the option marked **Recommended**) or **Look up and make changes**. Press **Create key**: it stays off until you choose the assistant. Only the owner and admins can create keys, and each person has a cap on active keys: if you reach it, revoke one before creating another. This page opens even if you have no card yet: the assistant can create the first one.
2. **Copy the key** It appears in a window, **Your key is ready**, and looks like this: `fmcp_a1b2c3…`. It is shown **only once**: for security, it is not shown again. Copy it with **Copy** and, once you have saved it, press **I've saved it, close**. If you lose it, revoke it from that same page and create another. Treat it like a password.
3. **Paste the configuration into your assistant** The exact block for each client is below. The same window shows it with your key already filled in, under **Connect it**: the one for the assistant you chose comes first, and **Copy configuration** copies the whole block. It also reminds you whether the key is look-up only or can make changes. Then restart the assistant.

### The configuration, by client

Replace `YOUR_KEY` with the key you copied. The server is always the same: `https://api.fidelip.com/mcp`.

#### Claude Code

One command in the terminal:

**Terminal**

```bash
claude mcp add --transport http fidelip https://api.fidelip.com/mcp \
  --header "Authorization: Bearer YOUR_KEY"
```

#### Cursor

Open the file `~/.cursor/mcp.json` (or `.cursor/mcp.json` inside your project). If it is empty, paste the whole block. If it already lists other servers, add only the `"fidelip"` part inside `"mcpServers"`:

**~/.cursor/mcp.json**

```json
{
  "mcpServers": {
    "fidelip": {
      "url": "https://api.fidelip.com/mcp",
      "headers": {
        "Authorization": "Bearer YOUR_KEY"
      }
    }
  }
}
```

#### VS Code (GitHub Copilot)

Open the Command Palette and run `MCP: Open User Configuration` (or create `.vscode/mcp.json` in your project). Add the `"fidelip"` part inside `"servers"` and use it from Copilot Chat:

**mcp.json (VS Code)**

```json
{
  "servers": {
    "fidelip": {
      "type": "http",
      "url": "https://api.fidelip.com/mcp",
      "headers": {
        "Authorization": "Bearer YOUR_KEY"
      }
    }
  }
}
```

#### Claude, ChatGPT, Gemini and Grok (not yet)

The dashboard lists them under **Chat apps: not yet**. If you pick one, it tells you it cannot connect with a key yet and does not create one.

Claude (on the web, the desktop app or your phone) connects remote servers from “Connectors → Add custom connector”, and there it asks you to sign in with your account on the service. Fidelip does not offer that sign-in yet, so for now Claude cannot connect with a key. The `claude_desktop_config.json` file does not work either: it only starts servers that run on your own computer, not servers on the internet like Fidelip's.

There is one exception being tested: Anthropic is showing some accounts a `Request headers` section in that same “Add custom connector” box. If you see it, you can use your key. Enter the URL `https://api.fidelip.com/mcp`, choose the option without sign-in (*No sign-in*) and add a header named `authorization` with the value `Bearer YOUR_KEY` (the word Bearer, a space and your key). On a Claude Team or Enterprise plan, an administrator adds that connector for the whole organization, so everyone would be using your key. A **Look up only** key is the right choice there.

ChatGPT only connects servers that use sign-in or have no protection at all, and it does not accept keys. The Gemini app does not let you add your own servers. Grok is in the same list in the dashboard and cannot connect for now either. If you need one of these, write to us: when Fidelip offers sign-in, we will announce it in [What's new](https://fidelip.com/en/docs/whats-new).

#### Other clients

Any other MCP client that accepts a URL and an authorization header works (in the dashboard, **Other…**). These are the three details it will ask for:

**Connection details**

```text
URL:             https://api.fidelip.com/mcp
Transport:       HTTP (streamable)
Authentication:  Authorization: Bearer YOUR_KEY
```

### Check that it worked

Restart the assistant and ask it for something read-only, for example *“what loyalty cards do I have in Fidelip?”* If it answers with the real names of your cards, you are connected, and its lookup shows up under **Recent activity**, on the same dashboard page. If it says it has no access or cannot find the tool, check [If it will not connect](https://fidelip.com/en/docs/ai-assistant#ai-assistant-troubleshooting).

> [!TIP] Tip
> New keys come as **Look up only**. You can ask it anything and there is no way for it to change anything: if you ask for a change, it will tell you it does not have permission. When you feel comfortable, create another one with **Look up and make changes**.

### What it can and cannot do

The list of what it **cannot** do is short on purpose and cannot be configured: those actions simply do not exist on the assistant's side, so no error and no odd instruction can trigger them.

With a **Look up only** key it can do what the rows marked “lookup” describe; with **Look up and make changes**, everything in the first column.

| Can | Cannot |
| --- | --- |
| See your cards, rewards, rules, tiers and locations (lookup) | Delete or deactivate a card |
| Look up business metrics (lookup) | Change the type of an existing card |
| Create a new card (within the cards your plan includes) | See, export or modify your customers' data |
| Change the name, number of stamps and points goal | Add or redeem points and stamps |
| Change the card colors | Send notifications or vouchers |
| Create and edit rewards | Touch your billing or your plan |
| Set how customers earn (per visit, per item or per amount) | Create, edit or delete your team's accounts |

The logo, the banner and the stamp icons are uploaded from the dashboard (*Dashboard → Cards → Design*), not through the assistant, because they are files and you should see the preview before publishing them.

### If it will not connect

| What you see | What to check |
| --- | --- |
| **“I don't have access to Fidelip”, or the tool does not show up** | The assistant did not reload its configuration. Close it completely and open it again (in Cursor and VS Code, closing the chat tab is not enough). |
| `invalid_token` | The key is miscopied, has spaces, or was revoked. Create a new one in the dashboard and paste it in full, including the fmcp_ prefix. |
| `token_expired` | The key is more than a year old: keys expire a year after they are created. Create a new one and swap it into your assistant. |
| `missing_token` | The authorization header is missing, or it is written without the word “Bearer ” before the key. |
| `Esta llave no tiene el permiso «cards:write»` | The key is **Look up only**. Create another one and choose **Look up and make changes**. (Fidelip writes its messages to the assistant in Spanish; your assistant may translate them.) |
| `Tu plan incluye … tarjeta(s) activa(s) y ya las estás usando` | Cards the assistant creates count toward the cards in your plan. Deactivate one you no longer use in *Dashboard → Cards*, or add an extra card in *Dashboard → Billing* (only the owner sees it; see [Extras](https://fidelip.com/en/docs/plans-limits#plans-extras)), then ask for the card again. |
| **It answers with another business's data** | This cannot happen: the business is taken from the key. If you see it, write to us. |

To confirm the server is up, you can open [https://api.fidelip.com/mcp/health](https://api.fidelip.com/mcp/health) in your browser: it should answer `{"ok":true,…}`. That address does not ask for a key.

### Security

| Protection | How it works |
| --- | --- |
| **The key is yours, not the business's** | It acts with your permissions and everything it does is recorded under your name. Only the owner and admins can create keys, and each person sees only their own. |
| **It never picks the business** | The business is taken from the key. There is no way for the assistant to touch anyone else's account, by mistake or on purpose. |
| **Confirmation for delicate changes** | Changing the number of stamps on a card makes the assistant show you first what changes and how many customers it affects, and ask for your OK. |
| **Rate limits** | Each key has a cap on changes per hour, another per day and another on new cards per day, and each person has a cap on active keys, so an assistant stuck in a loop cannot cause a disaster. They count changes, not lookups: when one is reached, the assistant stops and tells you. The numbers are on the **Limits per key** card of the page. |
| **Visible log** | The **Recent activity** section lists what the business's assistants have done, lookups and changes, with the date, the detail, the key's name and the person it belongs to. **Changes only** shows just the modifications; **All**, every row. |
| **Immediate revocation** | Press **Revoke** next to the key and confirm with **Revoke key**: access is cut right away, without waiting for it to expire. What it already did is not undone, and the key stays in your list, marked **revoked**, to explain its activity. |

> [!WARNING] Warning
> Treat the key like a password: do not paste it into a group chat, a shared document or a screenshot. If you think it leaked, revoke it from the dashboard: it takes one click and a confirmation, and it takes effect immediately.

### How to ask for things

Assistants work better with business context than with technical instructions. Instead of “set stamp_card_size to 8”, tell it *“I sell coffee and I want the eighth one free”* and let it translate. Two things help:

- Ask it to **read** your current setup before it changes anything. It is the fastest way to confirm it is connected to the right account.
- When it shows you warnings (for example “12 customers are partway through their card”), **read them**. They are there because the change affects real people who already carry your card on their phone.

> [!NOTE] Note
> Available on every plan that includes a loyalty program. If something does not work when you connect it, write to us at [hola@fidelip.com](mailto:hola@fidelip.com) with the name of the assistant you are using.

---

## Frequently asked questions

#### What is Fidelip?

Fidelip gives your business two things: a **digital loyalty program** whose cards live in Apple Wallet and Google Wallet (stamps, points or a membership card), and **customer satisfaction surveys** with NPS and CSAT. Your team runs everything from a web dashboard and a counter app; your customers download nothing. You pay a subscription in your country's currency, with a 10-day free trial.

#### Do my customers need to download an app?

No. The card lives in Apple Wallet or Google Wallet, which come preinstalled on every phone. Only your team (cashiers, managers) downloads the Fidelip Staff app.

#### Which countries and languages does Fidelip support?

Today you can open an account if your business is in the United States, Mexico, Spain or Canada. Each business is billed in its country's currency and sees its prices in it (dollars, pesos, euros or Canadian dollars). The dashboard, the staff app and what your customers see (their card, emails and surveys) come in English or Spanish; in Canada, English only. The **Business language** is where the dashboard, the staff app and every new card start, and the language of emails to customers who did not pick another; each person can change theirs for their own screens. The owner sets the business language in *Dashboard → Settings → Language and time zone*. Country and currency cannot be changed there, because your subscription is billed in that currency.

#### How long does setup take?

About **15 minutes** to have a card working: design it at `id.fidelip.com/create` (program type, reward, name and color), create your account, upload your logo and print the sign-up QR code. The [quick start guide](https://fidelip.com/en/docs/quickstart) walks you through it step by step. Everything else (tiers, audiences, automations) can wait until you have customers signed up.

#### Can I have more than one location?

Yes. The first location is included in the Surveys + Loyalty plan, $49 USD per month; each additional location costs +$19 USD per month. You add them in *Dashboard → Business → Locations*. Customers collect on one card no matter which location they bought at, and *Dashboard → Overview* lets you see the activity of all your locations or of just one. More in [Team and locations](https://fidelip.com/en/docs/team-locations).

#### How much does it cost?

These are the United States prices, in US dollars and before sales tax. Other countries are billed in their own currency: [fidelip.com](https://fidelip.com/en) shows the prices for yours. There are three plans:

- **Surveys**: $19 USD per month (or $190 USD per year). Surveys only, no loyalty program.
- **Surveys + Loyalty**: $49 USD per month (or $490 USD per year), per location. It includes everything: Wallet cards, stamps, points and memberships, surveys, referrals and automations. **Up to 10,000 registered customers per business.**
- **Enterprise**: custom pricing. Unlimited customers, API keys to connect your point of sale and read reports, **Balance by location**, product and category analytics when your point of sale sends the items, and priority support. For chains and franchises with advanced needs. Talk to sales: [hola@fidelip.com](mailto:hola@fidelip.com).

Each additional location and each additional card costs +$19 USD per month (or +$190 USD per year), and both extras apply only to the Surveys + Loyalty plan. The Surveys and Surveys + Loyalty plans include 1 active survey and 10,000 responses a month (the Enterprise plan has no cap); with any plan that includes surveys you can add active surveys (+$9 USD per month each) and blocks of 10,000 responses a month (+$9 USD per month) without changing plans. See [Plans and limits](https://fidelip.com/en/docs/plans-limits). The first 10 days are free (one trial per business) and your card is not charged until the trial ends.

#### What happens if I reach 10,000 customers?

Every registered customer counts, whether or not they have recent activity. When you pass **80%** (8,000 customers) we email you a warning and the dashboard shows one too, so it does not catch you by surprise. At 100%, **new customer sign-ups** are blocked. Your current customers keep collecting and redeeming as usual, and nothing is deleted. You can see where you stand in *Dashboard → Billing*, under **What you use of your plan**. To keep growing, the Enterprise plan has no customer cap.

#### How many emails can I send to my customers?

Your business includes **500 email credits a month**, which reset on the 1st. Each email you send in a campaign or with a voucher uses 1 credit, including the voucher an automation sends. You can see how many you have left in *Dashboard → Billing → Email credits*, where you can also buy packs that never expire: 500 credits for $99 MXN, 1,000 credits for $179 MXN, 2,500 credits for $399 MXN. Packs are sold in Mexican pesos only, so today only businesses billed in pesos can buy them. Without credits, those emails stop going out (you are never charged extra automatically).

#### Does Fidelip integrate with my point of sale?

On every plan, your team uses the Fidelip Staff app next to your register: scan the customer's QR code and enter the amount, without touching your POS.

On the Enterprise plan you can connect your point of sale or ERP. In *Dashboard → Business → Integrations* you create an API key with the **Record purchases** permission and give it to whoever makes the connection (your POS provider or your developer): every sale then adds the points or stamps on its own, with the same rules as in the app (promotions, tiers, limits and repeated tickets). A key with the **Read reports and surveys** permission lets another system read your stats and survey responses. Some point-of-sale systems come with the connection turned off, and their provider has to enable it, sometimes for a fee. If you want our help, write to [hola@fidelip.com](mailto:hola@fidelip.com) with the name and version of your POS.

#### What happens if I lose internet at the counter?

The Fidelip Staff app needs a connection to look up a customer (by scanning or by name) and to redeem a reward. If the signal drops right as you add a stamp or points, the app saves the record, tells you how many are waiting and sends them on its own when you are back online, and surveys keep working, with the responses held until then. If your connection is unreliable, keep a hotspot on the manager's phone as a backup: the data use is tiny (a redemption weighs a few KB). More in [If the internet goes out](https://fidelip.com/en/docs/staff-app#staff-app-offline).

#### How do I cancel my subscription?

The owner cancels in *Dashboard → Billing*: on the **Plan** tab, click **Cancel subscription** and confirm with **Yes, cancel**. Your subscription stays active until the end of the period you already paid for and does not renew; there is no penalty and no minimum term. Cancel during the free trial and you pay nothing. Until that day everything keeps working and, if you change your mind, you can click **Reactivate**. After that, your staff can no longer add or redeem, and no new customers or responses are recorded.

#### Is my data safe?

All information travels over HTTPS with validated certificates, passwords are stored hashed (bcrypt), and Stripe processes payments, so Fidelip never touches your full card details. You can also turn on two-step verification (2FA) from your account menu, under **Account security**, and after several failed sign-in attempts the account locks for a few minutes. For more detail, read our [privacy notice](https://fidelip.com/en/privacy) and [terms of use](https://fidelip.com/en/terms).

---

## What's new

What changed in Fidelip, newest first. Changes apply on their own: you do not need to update anything in the dashboard. Improvements to the staff app do require updating it from the app store.

#### October 2026

- **New dashboard.** The sidebar groups the screens under **Loyalty**, **Marketing**, **Surveys** and **Business**; your account menu (**Connect your assistant**, **Account security**) opens from your name, at the bottom; and on a phone a tab bar has **More** for the full menu. The home screen is now **Overview**, “Notifications” is now **Messages and birthdays** and “Users” is now **Staff**.
- **id.fidelip.com, your customers' pages and their portal, redesigned to match.** Sign-up and sign-in, the sign-up page for your card, the survey, the voucher and the portal where your customers see their balance have a new look. The portal takes your business color, and the six-digit code is now a single field you can paste whole.
- **Your card, inside a phone.** In *Dashboard → Cards → Design*, in *Dashboard → Cards → Tiers* and when you design a voucher, you see the card on your customer's phone and choose **iPhone** or **Android**. The Android view also shows what Google decides on its own, such as the text color.
- **Reactivate your subscription yourself.** If you cancelled, the owner sees **Subscription cancelled** when entering the dashboard, with a **Reactivate subscription** button. It takes you to *Dashboard → Billing* with the plan you had: you pay by card (**Charged today**; the free trial is one per business) and the account works again as soon as the payment is confirmed, with no page reload. Your customers, cards and surveys are still saved, and you no longer need to write to us to reactivate.
- **WhatsApp and Help in your language.** The first message in the WhatsApp chat from the dashboard, the staff app and pos.fidelip.com is written in the language on your screen, and the **Help** link in the dashboard opens this manual in that language. The **Setup guide** follows your language too.
- **This manual, in English too.** You are reading it: every chapter has an English version at [fidelip.com/en/docs](/en/docs), with new screenshots of the redesigned dashboard. The Spanish version stays at [fidelip.com/es/docs](/es/docs).

#### September 2026

- **New staff app (version 1.3).** New design, with five tabs: **Scan**, **Surveys**, **Analytics**, **Alerts** and **Customers**. The **Scan** tab is now the camera, with no button first, and settings open from there. You can now search for a customer by name or card ID and add to their card without a QR (if you turn it on in the card), sign up new customers by showing them a QR, undo a stamp, an earn or a redemption within 30 seconds, and use the app in Spanish or English. Update it from the store. See [the staff app](https://fidelip.com/en/docs/staff-app).
- **Sign out of your other devices.** Open your account menu (your name, at the bottom of the sidebar), go to **Account security** and find **Sessions**. Changing your password, turning two-step verification on or off, or deactivating a staff member also ends open sessions (the staff member's, in that case): the staff app asks to sign in again.
- **Manual-earn approval PIN.** The PIN an owner or admin uses to approve a manual earn without a QR that goes over the card's limits is no longer the kiosk PIN: it is set separately in *Dashboard → Staff*, in each person's record. Nobody can see it, and the counter phones do not store it. Until you set one, the app does not ask for it. If 10 wrong PINs are typed within an hour, PIN approval pauses for the whole business for an hour and we email you.
- **Customer data better protected.** The **Customers** list loads with email and phone already hidden by the server, page by page; **Show data** asks for those on that page (or for one customer's, on their record) and the request is logged. Staff members can no longer read the list, survey responses or customer data in vouchers, referrals and analytics.
- **Safer two-step verification.** When you turn it on we ask for your password, each code works only once, wrong codes count toward the temporary account lock, and recovery codes are accepted with or without dashes.
- **Security notices.** We write to you when your password or your account email changes, or when two-step verification is turned off. To change your own email or password, in your record under *Dashboard → Staff* or in **Account security**, we ask for your current password.

#### August 2026

- **Connect your AI assistant.** You can now give Claude (or another MCP-compatible assistant) access so it sets up your cards from a conversation. Turn it on from *Dashboard → AI assistant*. It cannot delete anything, see your customers' data or touch your billing. See [the full chapter](https://fidelip.com/en/docs/ai-assistant).
- **Stamp cards from 6 to 10.** Every stamp card used to be 10; now you choose how many stamps complete it, in *Dashboard → Cards → Program*, under **Stamps per card**. The Wallet artwork regenerates by itself with the right number of spaces, and the full-card reward adjusts its cost automatically. Fewer than 6 fills too fast for customers to come back, and more than 10 stops being readable on the banner.
- **Stamps are now centered.** A 5-stamp card draws 3 on top and 2 below, centered, instead of leaning to the left. Cards of 4 or fewer go in a single row.
- **A complete card finally looks complete.** When you filled the last stamp, the banner showed an empty card. Not anymore.
- **Two stamp cards no longer overwrite each other's design.** If you have more than one stamp card, each keeps its own banner and icons when you save changes to the other.
- **Business branding changes now reach the passes.** Changing the logo or colors at the business level was not pushing the update to cards already installed; now it does.
- **Documentation in Markdown.** This manual is also published as plain text at [fidelip.com/docs.en.md](/docs.en.md), so you can paste it into an AI assistant and ask about your setup.
- **Quickstart, glossary, plans and troubleshooting.** Four new chapters in this manual.

#### July 2026

- **Birthday greeting for everyone.** Every customer with a birthday on file now gets a greeting on their card that day, whether or not the bonus is on. You edit the text per card in *Dashboard → Messages and birthdays*.
- **Surveys: a chapter of its own and a clearer kiosk mode.**
- **High-resolution sign-up QR codes.** The download now comes ready to print, with your logo and no cropping.

> [!NOTE] Note
> Missing something you need? Write to us at [hola@fidelip.com](mailto:hola@fidelip.com). A good part of what is on this list was asked for by a customer first.

---

## Need help?

If something does not work the way you expected, or you cannot find the answer in this guide, write to us. We would rather you ask too much than get stuck with a half-finished program.

### How to reach us

- **WhatsApp:** [message us on WhatsApp](https://wa.me/522224706230?text=Hi%2C%20I%20need%20help%20with%20Fidelip.). It is the fastest channel, and the one we recommend when you are at the counter with a customer in front of you. There is a person on the other end, not a bot: write during business hours (Monday to Friday, 9 am to 6 pm Mexico City time) and tell us what happened the way you would tell a coworker.
- **Email:** `hola@fidelip.com`, better for anything that comes with screenshots, files or several details. We reply within 4 business hours.
- **Contact page:** both channels above, together, at [fidelip.com/en/contact](https://fidelip.com/en/contact).
- **From the dashboard:** at the bottom of the menu, under **Help** (which opens this manual in a new tab), you will find the WhatsApp and email links. If the menu is collapsed, hover over it to open it; on a phone, tap **More**.

### Before you write

These four details are usually the difference between solving it in the first reply and having to ask you for more information:

- Your business name and the email you use to sign in to the dashboard.
- Which screen you were on (for example *Dashboard → Cards → Rewards*).
- What you expected to happen and what happened instead, with the approximate time if it was a one-off.
- A screenshot, if you can.

### Enterprise plan and billing

The Enterprise plan is quoted case by case. Write to us at [hola@fidelip.com](mailto:hola@fidelip.com?subject=Fidelip%20Enterprise%20plan) or on [WhatsApp](https://wa.me/522224706230?text=Hi%2C%20I%20need%20help%20with%20Fidelip.) with the number of locations and what you need to integrate, and we will reply with a proposal. For questions about charges, plan changes or your billing details, the same email works.

### Terms and privacy

- [Terms and conditions](https://fidelip.com/en/terms)
- [Privacy notice](https://fidelip.com/en/privacy)
- [Cookie policy](https://fidelip.com/en/cookies)
- [Delete my account and my data](https://fidelip.com/en/delete-account)

> [!TIP] Tip
> Did you find a mistake in this documentation, something that is out of date or a step that is unclear? Send us a message: every correction we receive makes things easier for the next person.