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Your loyalty card: help for your customers

Updated

Use this article to answer your customers' most common questions about your loyalty card.

How customers join

  1. Print or share the QR code from Loyalty → Registration Page on the Fortis POS Platform.
  2. The customer scans it and fills in the form.
  3. If phone verification is on, they confirm their number on WhatsApp.
  4. They add the card to Apple Wallet (iPhone) or Google Wallet (Android) when prompted.

You can also add a customer at the till: in the cart, tap Add → Additional Information and add the customer, or add them in Customers → Add new with Member of loyalty program turned on.

 

The customer can't find their card

The card lives in Apple Wallet or Google Wallet on the customer's phone. Ask them to open the Wallet app and look for your business name. If it isn't there, they can scan your registration QR code again to re-add it. 

Points or stamps weren't added

Points are only added when the customer is attached to the sale before payment.

  1. Before you take payment, scan the customer's loyalty card or enter their mobile number.
  2. If the scanner doesn't read the card, see Loyalty Scanner Troubleshooting.
  3. If a sale was completed without the card: you can add the points from your loyalty dashboard.
  4. If points are still missing, contact Fortis Support with the customer's mobile number, the sale number and the date.

The customer has a new phone or deleted the card

Ask them to scan your registration QR code and register with the same mobile number, then add the card to their Wallet again. 

Change or replace a card that's already in use

If a card needs to change after customers have started using it (for example a new design or reward), Fortis creates a new card for your program rather than editing the active one. Contact Fortis Support with what you want to change. 

The customer doesn't receive push notifications

Push notifications only reach customers who have your loyalty card in their Wallet. Ask the customer to check the card is still in Wallet and that notifications are allowed for it in the Wallet app. To send notifications, see How to send Push Notifications.