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 or write to [email protected]. See Need help? 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 [email protected]. 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 [email protected]. 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): 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. 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.

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 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. 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 [email protected] (or tap Talk to sales) to move to the Enterprise plan, which has no limit. See Plans and 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.

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.

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.