Something not working as expected? This page collects the most common issues and how to fix them, so you can get back to rewarding your customers quickly.
Find the problem below. Each one has a short explanation and the steps to fix it.
A customer's card shows the wrong balance
If a customer's Wallet card shows a different stamp or point balance from the one on the Loyaltify platform, their card usually hasn't received the latest update. This can happen because of a weak internet connection when the update was sent, too many updates in a short time, or because the card has become inactive.
Step 1: Refresh the card
If the customer is with you, ask them to:
Open their Wallet app and select the loyalty card.
Tap the three-dot icon to open Card Details.
Make sure Automatic Updates is turned on.
Pull down on the Card Details screen to request an update. They'll see a loading icon.
This should bring the latest balance onto the card. On Android, closing and reopening the card or the Google Wallet app also helps, and it's worth checking that mobile data is allowed for the Wallet app in the phone's settings.
Step 2: Add the card again
If the balance still doesn't update, the card may have become inactive. This can happen when the customer has installed the same card on another device. Ask them to remove the card from their Wallet and add it again. There are two ways to give them a fresh download link:
Through your sign-up form: The customer fills in the form again with the same email address, and the system emails them their card download link. Their balance stays the same.
From the platform: Open the customer's profile under Customers and click Send Pass by Email.
Once the card has been added again, it shows the latest balance from the platform.
Still not updating? Contact us through live chat with the customer's ID, shown under the QR code on their card, and we'll look into it.
💡 Good to know: Apple and Google Wallet also refresh cards by themselves from time to time, so a card that's a little behind often catches up on its own after the next scan.
Push notifications aren't arriving
Loyaltify sends notifications through Apple Wallet and Google Wallet, so a few phone settings and platform limits affect delivery. Check these three things first:
Marketing consent: The customer ticked the marketing consent box when they signed up. Check this in Customers by clicking Edit next to their profile. (This only applies to marketing messages. Balance updates and location notifications don't need consent.)
Phone settings: Notifications are allowed for the Wallet app in the phone's settings.
Card settings: Allow Push Notifications is turned on for the card in its Card Details. It's on by default.
If all three are right, notifications should arrive. Apple and Google also set a few limits of their own:
Apple Wallet: Notifications appear quietly on the lock screen, without sound or vibration. If one card gets lots of updates in a short time, the next ones may be delayed.
Google Wallet: A card can show at most 3 notifications in 24 hours. More than that may be held back.
Loyaltify sends every notification straight away, but Apple and Google decide when it appears on the phone, so it isn't always instant. See Notifications and Marketing for more.
Location notifications don't appear
Location access: Check that location access is allowed for the Wallet app (on iPhone) or Google Wallet (on Android).
Testing it yourself? The notification shows when you enter the area around a branch, so walk away and come back.
Set up both parts: You need a branch address under Store Settings → Branches and a location notification in the Notifications tab.
Pin in the wrong place? Contact us through live chat and we'll place it by hand.
Scanning problems
The scan fails with "Error occurred"
The customer's card has probably expired. Go to Customers, edit the customer and extend their expiry date, or change the expiry for everyone in the card's settings.
Every scan fails with a daily limit error
Open the card's settings on the platform, set the earning restriction again and save.
The camera shows a blank screen
Check that the Loyaltify Store app is allowed to use the camera in your phone's settings. Close any other app using the camera, then restart your device.
The scanner keeps loading on Android
Log out and back in. If that doesn't help, uninstall and reinstall the app.
The app says "trial period expired"
You're probably on the wrong store. Tap Account in the app and switch to the right one.
The app won't log in on Wi-Fi
Try switching to mobile data. If it still fails, reset your password and fully close the app before trying again.
For more on scanning, see How to scan cards with the Loyaltify Store app.
Links or the Share button on the card don't work
Nothing happens when tapping a link: The card was probably opened from Quick Access (double-pressing the side button on iPhone). Open it from the Wallet app instead.
"Click to Share" is stuck on "Loading": Open Card Details, pull down to refresh, then try again.
Problems on the Loyaltify platform
Buttons are missing or the page looks broken
If the sidebar is missing, a card won't save or settings show dots instead of options, a browser extension is usually the cause, most often a translation tool. Try an incognito window, and use the platform's own language setting instead of your browser's translation.
You can't create or edit cards
You're probably logged in as a Member, who can view but not change settings. Ask the Owner of your account to make you an Admin. See Manage your Team & Roles.
You can't log in
Log in the same way you signed up. If you signed up with Google, log in with Google again. Otherwise, reset your password from the login screen.
A team invite email never arrived
Some inboxes don't receive it. Sign up at app.loyaltify.io/signup with the email address you were invited with, and you'll join the team.
An export fails
Do a hard refresh (Ctrl+Shift+R on Windows, Cmd+Shift+R on Mac) and try again.
Something has changed on the card
"My stamps disappeared!" On a Stamp Card, this is usually the card starting again after the final reward was redeemed. Check the customer's transaction history under Customers before assuming anything has expired.
A new expiry date isn't showing for existing customers. When you changed it, it wasn't applied to cards already issued. Change it again and choose to apply it to existing customers.
A new logo or design isn't on customers' cards yet. Cards update in the background, so give it some time. The next scan usually brings the update.
Need a hand?
We're here to help!
If you have any questions about anything on this page, reach out to us via live chat inside Loyaltify, or use the chat button at the bottom right of this page. Our team will be happy to help.