POS Staff Guide

This guide explains how to use the loyalty card scanner on Shopify POS to identify customers during a sale.

How to Scan

On the POS home screen, tap the “Scan Loyalty Card” tile (subtitle: “Identify customer by QR code”).
The camera opens with the prompt: “Point camera at customer’s loyalty card QR code”.
Hold the device steady about 6 inches from the customer’s phone screen.
Once the QR code is read, you will briefly see “Verifying loyalty card…” while the system checks the pass.
On success, a green banner confirms “[Customer Name] linked to sale” and the customer is automatically attached to the current cart.

Green banner at the top: “[Customer Name] linked to sale”
Customer name displayed in large text
Orders — the customer’s total order count
Total Spent — the customer’s lifetime spend (e.g., “$456.78 USD”)
Two buttons at the bottom:
- “Scan Another” — scan a different customer’s card
- “Done” — close the scanner and return to the sale

A toast notification also appears confirming “[Customer Name] linked to sale”.

If something goes wrong, a red banner appears with one of these messages:

Message	What It Means
”This pass has expired. Customer needs to get a new one.”	The QR code is past its expiration date.
”This pass has been revoked.”	The pass was deactivated by an admin.
”Invalid pass. The QR code could not be verified.”	The QR code is not recognized (damaged, wrong app, or not a loyalty pass).
”Failed to verify loyalty card”	Network issue — check your internet connection and try again.

After any error, tap “Scan Again” to retry.

Hold the device steady and keep the QR code fully in frame.
Works in most lighting conditions. If the camera struggles, try reducing glare on the customer’s phone screen.
The customer should have their wallet pass open with the QR code visible before you start scanning.
Each scan automatically links the customer to the current sale — no need to search for them manually.

Problem	Solution
”Scan Loyalty Card” tile not on POS home screen	Ask your store admin to add the SleekPass tile in POS settings.
Camera does not open	Check that the Shopify POS app has camera permission in your device settings.
Scan keeps failing with “Invalid”	Confirm the customer is showing a SleekPass loyalty QR code, not a different QR code.
”Expired” error	The customer needs to re-enroll for a new pass. Direct them to the store’s enrollment link or have an admin generate a new one.
Scanner is slow or unresponsive	Close and reopen the scanner by tapping “Scan Loyalty Card” again.