Support
Something not working with your loyalty card? Here are answers to the most common questions. If yours isn’t here, get in touch (see Contact).
Note: each program’s rewards and rules are set by the business that offers it. For questions about a reward, please speak to that business directly.
If you have a loyalty card
›How do I add my card to my phone?
Scan the business’s QR code (or open the link they shared), enter your name and phone number, and tap Add to Apple Wallet on iPhone or Add to Google Wallet on Android. No app to download and no account to create.
›My phone doesn’t have Wallet, or I couldn’t add the pass
Your card still works. When you sign up you’ll see a code and a QR code: show it at the counter, or just give your phone number and the staff will find your card.
›I got a stamp but my pass didn’t change
The pass updates on its own within seconds if your phone is online. On iPhone you can open the pass details and pull down to refresh; on Android, open the Google Wallet app.
Even if the pass is slow to update, the stamp has been recorded: the business’s staff always see the real count.
›I changed phones or deleted the pass
Go back to the business’s page and sign up with the same phone number. You’ll get the same card back with your stamps and can add it to your Wallet again.
›How do I redeem my reward?
When you’ve collected all your stamps, your pass will show that your reward is ready. Show it at the counter; the staff confirm the redemption and your card starts again from zero.
›I don’t want notifications on my phone
Open the pass in your Wallet, go to its details and turn notifications off. Your card keeps working the same way.
›I want my data deleted
You can ask the business or us. Removing the pass from your Wallet does not delete your card; to delete it, follow the steps in the Your rights section of the Privacy notice.
If you run a business
›How do I create my loyalty program?
Create your account at fidelize.space and fill in a single form: name, logo, colour, how many stamps are needed and what the reward is. When you’re done you’ll have your link and QR code for customers to sign up.
›How do I add stamps and redeem rewards?
From the counter panel, scan the customer’s pass QR code with the camera, or look them up by phone, and tap once to add the stamp. When the card is full, you confirm the redemption from the same screen.
›How do I change my logo, banner or stamp icon?
In your dashboard’s Settings. Apple Wallet passes update right away; Google Wallet passes pick up the new design with each customer’s next stamp.
›A Wallet warning appears when I add a stamp
The stamp was saved; the warning only means the customer’s pass couldn’t be updated at that moment. Use the button to retry. If it keeps happening, get in touch.
Contact
For now we handle requests in writing at Col. Santa María, Mexicali, Baja California, Mexico. A support email will be published here soon.