Help center
Answers to the questions we get asked most
Setting up your card, issuing stamps, billing and everything in between. Can’t find it? Get in touch.
Getting Started
- How do I get started?Create a free merchant account, complete the guided setup to activate your loyalty program, choose how you'll issue stamps, then print the displays that tell customers your program exists.
- How do I print Table Displays?Table Displays are posters advertising your loyalty program with a QR code customers scan to join. Generate them from Print Studio in your dashboard — your loyalty program must be activated first.
- Can I white-label or rebrand Flex Rewards?There's no white-label version. What members see is your branding — your name, your logo, your card design, your cover image — so in practice the experience is close to it, but the product itself isn't resold under another brand.
- Can I run a program for staff instead of customers?Yes. A staff-only program works exactly like a customer one and costs the same, US$36 a month. Use it for internal recognition, shift incentives or training milestones.
- Does Flex Rewards work for an online-only business?Not yet. Flex Rewards is built around an in-person visit — someone scans a code where they are — so there's no system for rewarding online orders at the moment.
Adding Stamps & Redeeming Rewards
- Which method should I use to issue stamps?There are five ways to issue stamps. The Code Generator suits most businesses, the Kiosk suits busy venues, the Control Panel suits a front desk, printed codes are essential for Digital Passport programs, and Store PINs are a backup.
- What is the Code Generator and how does it work?The Code Generator turns any phone, tablet or computer into a stamp issuer. It creates a fresh single-use QR code that can carry several stamps at once. This is the recommended way to use Flex Rewards.
- What is "Contactless" Validation and how does it work?Contactless validation lets customers scan one printed QR code to join your program, add a stamp, or redeem a reward — no 4-digit PIN and no staff involvement. A printed code issues one stamp, and by default a customer can scan it once every 12 hours. To issue several stamps in one scan, use the Code Generator instead.
- What is the Customer Kiosk and how does it work?The Customer Kiosk is a hands-free display that shows a QR code customers scan themselves. The code refreshes automatically so it can't be copied, and no staff involvement is needed. Best for busy venues.
- What is the Control Panel and how does it work?The Control Panel runs in any browser and lets your staff look up a member, add or remove stamps, redeem rewards and sign up new customers. Best for a front desk where staff serve customers by name.
- What is "Staff Validation" and how does it work?Staff Validation adds stamps using a secret 4-digit store PIN entered on the customer's phone. It is a backup method — for everyday use, and for issuing several stamps at once, the Code Generator is simpler and needs no PIN.
- Why wasn't my stamp added?Usually the repeat-scan waiting period doing its job. By default a customer can only earn a stamp once every 12 hours, whichever way the stamp is issued. We can change that for you.
- Editing or deleting a live stamp cardYou can change a card that customers are already collecting on. What matters is which change you make — some keep everyone's progress, and two of them don't.
Reaching Your Customers
- How do I get told when a customer earns a reward?Custom Alerts tell you the moment a customer completes a card, earns a reward or reaches a milestone — with their name and contact details, so you can do something about it while they're still standing there.
- How do I send a message to only some customers?Audiences are saved groups built from filters — days since last visit, stamps collected, location, age, whether they ever started a card. Build one once and reuse it, instead of messaging everybody every time.
- What is a We Miss You reward?An automatic campaign aimed at customers who used to come in and have gone quiet. It can send a message, hand them a free stamp, or give them a reward — and it runs without you remembering to do it.
- How do I ask customers for feedback?Survey Rewards attaches a short questionnaire to a reward. The customer answers a few questions, gets the reward, and you get feedback from someone you know actually visited.
Signing In
- I can't log in, or my card has vanishedAlmost always the same cause — signing in with a different method than the one you joined with creates a separate account, so your card looks like it's gone. Sign out and try your other sign-in options.
- My stamp card has vanished from the appA card can disappear for five different reasons, and most of them are reversible. Which one it is depends on whether every card went or just one.
- Changing your name, email or mobile numberCustomers can change their own name, email, mobile, birthday and password from Profile in the app. Adding a mobile number to an account that never had one does work, whatever you may have been told before.
Billing & Your Account
- How do I cancel my subscription?Cancel from Settings → Billing in your dashboard. Your account stays fully usable until the end of the period you have already paid for, and you can reactivate later without setting your program up again.
- How do I delete my data?Customers delete their own profile in the app, or ask us directly if they've lost access. Businesses should cancel first, then request deletion. Deletion is permanent.
- Billing, receipts and restarting your planEverything billing lives under Settings → Billing. Receipts come from Stripe by email rather than from your dashboard, and restarting a cancelled plan takes a minute but needs your card details again.
Stores & Venues
- How do I add more stores or venues?We raise your store quota on request and you add the store yourself under Stores. A Stamp Card store is US$14.50 a month; Digital Passport is a US$36 monthly base fee plus US$10 per venue while the campaign runs, with a discount available for large programs.
- Can I import my existing customer list?Yes, but send it to us rather than looking for an upload button — there isn't one in your dashboard. Send a CSV and we run the import for you, stamp balances included.
Digital Passport
Still stuck?
Ask us directly
Email the support team with your business name and we’ll pick it up from there.