I can't log in, or my card has vanished
Almost 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.
If your card has vanished, you have almost certainly not lost anything. Read the first section before anything else — it explains the large majority of these reports.
The usual cause: you have two accounts
Flex Rewards lets you sign in more than one way — an email address and password, or with one tap using Google or Apple. Which of these you’re offered depends on the business whose program you joined.
Here’s the catch. Each sign-in method is a separate identity. If you joined with Google in March and tap “Sign in with Apple” in June, you don’t get back into your existing account — you create a brand new, empty one. Your stamps are safe. You’re just looking at a different account.
It’s especially easy on an iPhone, where “Sign in with Apple” is often the most prominent button, and easy again if your Google and Apple accounts use the same email address. The email being the same doesn’t make them the same login.
What to do: sign out, then sign back in using each of the other methods in turn. When your stamps reappear, that’s your real account — use that button from then on.
If you truly can’t get in
Work through these in order:
You used an email address and password. Use the “forgot password” link on the sign-in screen to send yourself a reset. Check your spam folder — password resets land there more often than anything else we send.
You used Google or Apple. We don’t hold your password, so there’s nothing for us to reset. Fix the sign-in with that provider first — get back into your Google or Apple account by their own recovery process — and the Flex Rewards sign-in will work again straight away.
You’re coming back after a while away. Sign in with the same email address you created the account with originally — a new one starts a new, empty account rather than finding your old stamps. If the password has gone, use the “forgot password” link rather than signing up again.
You’ve lost the email address or phone number entirely. Contact us with Support as the topic. Tell us the business whose card you were collecting, roughly when you joined, and any email address you might have used. We can look up which sign-in method the account uses and point you at the right button. For security we can’t move stamps between accounts on request alone, but we can nearly always tell you which door you came in by.
If you’re a business and can’t reach your dashboard
The merchant dashboard is a separate login from the customer app, so the advice above doesn’t apply. Use the password reset on the dashboard sign-in screen.
If the account was set up by someone who has since left, contact us with Billing as the topic, from an email address on your business domain, and name the business. We’ll verify ownership before changing anything — which is slower than you’d like, and deliberately so.
What this isn’t
Your stamps don’t expire because you didn’t open the app. Nothing is removed for inactivity. If a card looks empty, it’s the wrong account, not a wiped one.
A stamp that wasn’t added is a different problem. If you can see your card and your stamps but a new scan didn’t count, see why wasn’t my stamp added.