Your customers don't need an app or a paper card. Their loyalty card lives in Apple Wallet or Google Wallet on their phone, and it updates by itself every time they earn or redeem.
This guide walks through what your customers see, from joining to using the card, so you and your team can help them at the counter.
💡 Good to know: Most customer questions are about a card they didn't save or a balance that hasn't updated yet. Both have quick fixes, covered under Common questions below.
Getting the card
The customer scans your QR code with their phone camera, or opens your form link.
They fill in your sign-up form.
They tap the button to add the card to Apple Wallet or Google Wallet.
That's it. On iPhone, they see a preview of the card before adding it. On Android, the card and its QR code appear once it's in Google Wallet.
💡 Tip: The form works best in the phone's own browser, such as Safari or Chrome. If it's opened on a computer or inside another app's browser (Telegram, for example), the card downloads as a file instead of opening Wallet.
To set up your form and QR code, see Sign-up Forms and Flyers.
Using the card
At the till, the customer opens their Wallet app, taps your card and shows the QR code. Your team scans it with the Loyaltify Store app, and the card updates with the new stamps, points or credit. See How to scan cards with the Loyaltify Store app.
Customer forgot their phone? Your team can type the customer's ID in the Store app, or search for them by name.
The back of the card
Customers open the card in Wallet and go to Card Details to see the back. That's where they find your links, your terms, any Custom Back Fields and, if you run one, their referral link (see Referral Program).
Notifications
Your messages arrive as Wallet notifications on the customer's lock screen, not as emails or texts. To get them, customers need notifications allowed for Wallet on their phone and the card's automatic updates turned on (they're on by default). Marketing messages only go to customers who ticked the marketing consent box on your form.
If you've added your Branch addresses, the card can also appear on their lock screen when they're within about 150 metres, as long as location is allowed for Wallet. See Notifications.
Common questions
They didn't save the card, or can't find it
Ask them to fill in your form again with the same email. They'll get an email with a link to download their card: the same card, with the same balance.
Or send it yourself: on the Customers tab, click the customer's ID to open their profile and use Send Pass by Email.
They have a new phone
Wallet cards usually move across to a new phone automatically. If the card isn't there, send it again as above.
The balance hasn't updated
Open the card in Wallet, go to Card Details, check automatic updates are on and pull down to refresh.
On Android, close and reopen Google Wallet.
Check that mobile data is allowed for the Wallet app in the phone's settings.
Still not right? Remove the card and add it again through your form or with Send Pass by Email. For more fixes, see Troubleshooting common issues.
They want to change their details
Customers can't edit their own details yet. You can update them with Edit Customer, and the changes reach their card within a day or two. See How to manage your customers.
They want to remove the card
Customers can delete the card from their Wallet at any time. You can't remove a card from someone's phone yourself.
Good to know
One card per customer. Filling in the form again with the same email sends their existing card by email rather than creating a second one.
The card works best on one phone. Adding the same card to a second device can make it stop updating.
Deleted a customer? If they fill in the form again, they get a new card with a fresh balance.
Google Wallet isn't available in every country. In Turkey, for example, customers can't add the card to Google Wallet.
Need a hand?
We're here to help!
If you have any questions about your customers' cards, 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.