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. 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:
[email protected], 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.
- 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 [email protected] or on WhatsApp 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
Did you find a mistake in this documentation, something that is out of date or a step that is unclear?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.