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 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.

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 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: [email protected].

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. 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 [email protected] 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.

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 and terms of use.