FAQ

These answers are written for merchants to share with customers who have questions about their loyalty card. Adjust the store name and details to match your brand.

Getting a Loyalty Card

Q: How do I get my loyalty card?

There are several ways to get your loyalty card:

After a purchase: Your card is created automatically the first time you buy something. Check your order confirmation email for “Add to Apple Wallet” and “Save to Google Wallet” buttons.
In-store: Scan the QR code at the counter and enter your email address. Your card will be ready in seconds.
Online account: Log in to your account on the store’s website. Visit the “Loyalty Card” page to download it.
Email link: If the store sent you an enrollment link, tap it to get your card.

Q: Do I need to download an app?

No. Your loyalty card saves directly to Apple Wallet (iPhone) or Google Wallet (Android). These wallet apps come pre-installed on your phone — no extra downloads needed.

Q: Can I have both an Apple Wallet and a Google Wallet card?

Yes. Both versions are created automatically. Use whichever matches your phone. If you have multiple devices, you can save it to both.

Q: I didn’t receive wallet buttons in my order confirmation email. What do I do?

Log in to your account on the store’s website and visit the “Loyalty Card” page. You can download your card directly from there. If you don’t see it, contact the store and they can send you a direct enrollment link.

Q: I scanned the in-store QR code but got an error. What happened?

Make sure you entered a valid email address. If you see “Please try again in a few minutes,” the system is temporarily busy — wait a moment and try again. If the problem continues, ask a staff member for help.

Q: The page says “Your passes are being prepared.” How long does that take?

Usually just a few seconds. Refresh the page after a moment and the download buttons should appear. If they still don’t show after a minute, contact the store.

Using Your Card

Q: How do I use my card in-store?

Open your phone’s wallet app (Apple Wallet or Google Wallet), find your loyalty card, and show the QR code to the cashier. They will scan it to pull up your account.

Q: Do I need an internet connection to show my card?

No. Your card is stored on your phone and works offline. The QR code is always available even without signal or Wi-Fi.

Q: What information does my card show?

This depends on what the store has configured. Common fields include your name, number of orders, total amount spent, and member-since date. No payment or credit card information is stored on the card.

Q: Can I use my card at all store locations?

Yes. Your loyalty card works at any of the store’s locations. Just show the QR code to the cashier.

Card Updates

Q: Does my card update automatically?

Yes. When you make a purchase, your card updates with your latest order count, total spent, and other details. On iPhone, the update is pushed automatically. On Android, Google Wallet syncs periodically.

Q: I made a purchase but my card still shows old information.

Apple Wallet may take a few minutes to receive the update. Try opening the card in your wallet — this can trigger a refresh. On Android, Google Wallet syncs on its own schedule, but it typically updates within a few minutes.

Q: I deleted my card. How do I get it back?

You can re-download it anytime:

Check your original order confirmation email for the wallet buttons.
Log in to your account on the store’s website and visit the “Loyalty Card” page.
If neither option works, contact the store and they can send you a new enrollment link.

Your loyalty data is not lost when you delete the card — it’s stored in the system and will appear on the new card.

Privacy and Security

Q: What data is stored on my card?

Only your name, email, and purchase statistics (like order count and total spent). No payment information, credit card numbers, or sensitive financial data is stored on the card.

Q: Can other people see my information?

Only if they have access to your unlocked phone. Your wallet app is protected by your phone’s lock screen (Face ID, fingerprint, or passcode).

Q: Is the QR code on my card secure?

Yes. The QR code contains a signed, encrypted token that expires and can only be verified by the store’s system. It cannot be forged or reused by someone else.

Q: How do I remove my data?

Delete the card from your wallet app to remove it from your phone. To request full deletion of your loyalty data from the store’s system, contact the store and they will process your request.