Points, stamps or a member code are not working

Most loyalty problems come down to three things: the customer was not on the order when it was paid, the code shown is not the current one, or the guest is in Customers twice. Work through the checks below in order.

Quickest fix

Ask the guest to open Knownbee, tap My code and show the code on screen. Scan it, or type the code under the QR (it starts with RG-). If that attaches the customer, the problem was an old or wrong code.

The code is not found

"No customer found for this code." (LOYALTY_CODE_NOT_FOUND)

Check these in order:

1. 1It is a gift card code. A code starting with GC- pays with a gift card; it is not a member code. Use it on the payment screen, see Pay with a gift card.
2. 2The code was reset. After a guest resets their code, or after you replace a member code in the back office, the old one stops working at once. An old screenshot, a printed code or a wallet pass added before the reset no longer scans. Ask for the code in the app. See Reset or replace a member code.
3. 3The guest is not a member here yet. A Knownbee code only finds guests who are customers of your business. Every business only sees its own customers. Search by name, phone or email, or tap New customer to save them.
4. 4The code was typed wrong. Codes use letters and digits without 0, O, 1, I or L. Spaces and dashes don't matter. Both RG- codes (current) and older VM- codes are accepted.
5. 5The scanner sent something else. Try Scan with camera in the search field, or type the code.

The guest earned nothing

1. 1No customer was on the order when it was paid. Points and stamps are booked when the order is paid, and only for the customer attached then. Staff who took the order can still attach the customer up to 24 hours after payment; the points are booked at once. After that, a manager corrects the balance.
2. 2The order did not count. With a stamp card, check Minimum spend per stamp: smaller orders earn no stamp. Gift cards sold on the order don't count towards points or the minimum.
3. 3The order was voided or refunded. A void removes what the order earned. A refund removes what the refunded items or amount earned. A card refund the bank is still processing counts once it goes through; one that fails takes nothing back.
4. 4The stamps expired. If Stamps expire after (days) is set, a card without a new stamp for that long is cleared. The history shows "Expired".
5. 5The welcome bonus is not there yet. It arrives with the first paid visit after joining in Knownbee, not when the guest joins.

Open the customer in Customers and read History: each line shows Earned, Redeemed, Adjusted or Expired, with the order.

The balance in Knownbee is different

• The guest may have two profiles at your place, for example one with their email and one with their phone. Search for both and merge the duplicate.
• The card only appears in Knownbee when the guest signs in with the email or phone saved on the profile. If they use another one, add it to the profile, or ask them to add the other contact in Knownbee under Profile.
• Expired stamps show as 0 everywhere, even before they are written off.

Correct a balance by hand

1. 1In the back office, open the customer and choose Adjust balance.
2. 2Enter the change in Points or Stamps. Use a minus to remove.
3. 3Enter a Reason and save.

This needs Adjust loyalty balances. The balance can never go below 0, and every adjustment is in the history and the activity log.

Still not working?

Contact support, see Contact support. Send:

• the order number and the time it was paid,
• the customer's name as saved in Customers,
• the first characters of the code (RG- or VM-) and the exact message on the POS,
• the device name of the POS.