Reset or replace a member code
What to do when a guest's code was lost, shared or photographed: resetting the Knownbee code in the app, or replacing a business member code in the back office.
On this page
A member code identifies a guest at the till. Anyone holding a copy of it could collect or use rewards on that guest's card, so a lost phone or a shared screenshot is a reason to change it. There are two kinds of code, and each is changed in a different place.
The two codes
| Code | Looks like | Belongs to | Works at | Changed by |
|---|---|---|---|---|
| Knownbee code | RG-XXXX-XXXX | The guest's Knownbee account | Every place where they are a member | The guest, in the Knownbee app |
| Business member code | VM-XXXX-XXXX | One customer profile at your business | Your business only | Staff, in the back office |
The Knownbee code is the one guests see on My code and use today. Older VM- codes are still accepted at the till of the business they belong to.
Reset the Knownbee code (guest)
- In Knownbee, open Profile and then Security & privacy.
- Under Your Knownbee code, tap Reset my code.
- Confirm with Reset code.
"You get a new code right away. Your cards and balances stay." The old code stops working at every place at once.
Afterwards:
- Show the new code from My code at the till.
- If you added your card to Apple Wallet or Google Wallet, remove the old pass and add it again, see Wallet problems.
- Delete old screenshots of the code.
If the guest no longer has access to the phone, they sign in on a new one with their email or phone and reset the code there. Under Signed-in devices they can also sign out the lost device.
Replace a business member code (staff)
Use this when a guest's VM- code got out, for example a printed or downloaded QR code.
- In the back office, open the customer in Customers.
- On the Member code card, choose Replace code.
- Confirm. "The old code stops working at once."
You need Manage customers. On the same card, Download QR gives you the current code as an image. The change is recorded in the activity log.
Replacing the business code does not change the guest's Knownbee code, and resetting the Knownbee code does not change the business code.
What stays the same
- The balance, stamps, history and rewards.
- Gift cards. They are never paid with a member code: the guest shows a separate gift card code that is valid for 5 minutes. See Pay with a gift card.
- The join QR code of your business. That is a different code with its own Replace QR code button, see Set up loyalty.
Common questions
The till says the code is not found after a reset
The guest is showing the old code, often from a wallet pass or a screenshot. Ask them to open My code in the app. See Points, stamps or a member code are not working.
Can staff reset a guest's Knownbee code?
No. Only the guest can, from their own account. Staff can only replace the business member code.