FAQ & Troubleshooting
Quick answers to the questions that come up most during setup. Use the search box at the top of the page if you don't see yours here.
Setup order & programs
I can't save my loyalty program — the form won't accept it.
The Loyalty program form requires a membership tier. You must create a Membership tier before you can save a loyalty program. This is the most common setup snag — see Core Concepts.
I created a program but nothing happens — customers don't see it.
The program is probably still in Draft. A program only takes effect once its Status is Live. Edit the program, switch the status to Live, and save.
I can't edit my program — the fields are greyed out.
Once a program is Live, most of its fields lock to protect transactions already in progress. To make a significant change, create a new program. Always finish configuring while the program is still in Draft.
Do I have to use every feature?
No. Most businesses start with just Membership + Loyalty Points and add other features later. Set up only what you need.
What order should I set things up in?
Follow the First-Time Setup guide. The key rule: Membership tier before Loyalty program, and build "prize" features (vouchers, store credit) before the features that give them away.
Earning & redeeming points
Members aren't earning points. Why?
Check, in order:
- The loyalty program is set to Live, not Draft.
- It is linked to the tier the member belongs to.
- The cashier attached the member to the sale before payment.
- The product isn't set to No Loyalty in its product settings.
Remember: points are calculated after payment and appear in the member app and reports, never on the POS screen.
A customer can't pay with points.
You need two things: Allow redeem loyalty switched on in Merchant Settings, and a payment method of type Loyalty created under Payment Methods.
What is "Loyalty Conditions"?
Loyalty Conditions cap how many points a customer can redeem on an order, based on the order's size — for example, "on a $50 order, redeem at most 100 points." It is not about tier upgrades. See Loyalty Points.
Why do some points show as "Inactive"?
Points can be released over time using the Portion settings on a loyalty program. Inactive points have been earned but aren't available yet — the app shows when they'll be released.
Where do I see points earned and transaction history?
In the admin dashboard, under Loyalty & Programs → History & Transactions. Customers see their own history in the member app.
Vouchers & discounts
Can a customer use more than one voucher on a sale?
By default, no — one voucher per sale. To allow several, set Stack Voucher Type to Multiple in Outlet Settings.
What's the difference between a discount and cashback?
Timing. A discount comes off the current bill. Cashback returns value later as store credit. They use the same engine.
How do I give new members a welcome gift?
Build a Package with the rewards you want, then set it as the Gift program on a membership tier. Every customer who joins that tier receives it automatically.
How do customers get vouchers?
Through any of: automatic issue (welcome/birthday), staff issuing them at the POS, earning them from a stamp card or package, or buying them with points or cash. See Vouchers.
Members & tiers
How do members move up to a higher tier?
With auto-upgrade enabled, Rewardly promotes a member automatically as they qualify — moving them to the highest tier they've earned, following the Level order of your tiers. The member does nothing. See Membership & Tiers.
Can different tiers earn points at different rates?
Yes. Create one loyalty program per tier, each with its own ratio — for example, Gold earns twice as fast as Silver. See Loyalty Points.
How does a cashier find a customer at the POS?
They tap the customer button and search by phone number (4+ digits), or scan the customer's QR code. New customers can be added on the spot. See At the Counter.
Selling & orders
What's the difference between Quick Service, Full Service, and Retail?
It's the outlet's operation type: Quick Service (QSR) for counter service, Full Service (FSR) for table service, Retail for shops. The choice changes how the POS, kiosk, and tables behave. See CommerceOS.
How do customers order online?
On the outlet's Order tab, turn on Order. Rewardly generates a QR code and link that customers scan to order from their phone. See Online Ordering.
Can each outlet have a different menu?
Yes — a menu is assigned to specific outlets, so different branches can sell different things.
How do I set up a self-service kiosk?
Create a kiosk device account under Kiosks, then log the kiosk tablet in with it. See Self-Service Kiosk.
Orders from Grab or Foodpanda — where do they appear?
All orders, including aggregator orders, land together in Order Management.
Payments
How do I set up card payments (Adyen, Stripe, etc.)?
Integrated card terminals and gateways are enabled by the Rewardly team — contact Rewardly support. Cash, points, store credit, and Manual PayNow you can set up yourself. See Card & Terminal Payments.
Can customers pay by PayNow or QR?
Yes. Manual PayNow you can add yourself under Payment Methods; automatic PayNow is connected by the Rewardly team. See QR & Digital Wallets.
What is post-pay credit?
A buy-now-pay-later credit line for trusted members — they can pay beyond their store credit balance, up to a limit, and settle later. See Post-Pay Credit.
A customer can't pay with store credit.
Check that Disable Store Credit is off in Merchant Settings, that a payment method of type Store Value exists, and that the outlet allows store-credit redemption in Outlet Settings.
Where do I see what I took, by payment type?
The Payment Report, under the Reports menu — payments grouped by tender, with totals. See Payment Reports.
Stock & inventory
Should I track stock with Inventory or Ingredients?
Use Inventory (the unit model) for whole items you sell as-is, like retail goods. Use Ingredients (the recipe model) for food and drink made from raw materials. See StockOS.
Why isn't stock going down when I sell?
Stock tracking is off by default. Turn on Track quantity on the product (or modifier) and set its starting count.
How do I restock ingredients?
Add a supplier, raise a stock order, and receive it when it arrives — receiving the order tops your ingredient stock back up.
Is there a low-stock alert?
Only for ingredients — the Low alert stock threshold. Products and modifiers don't have a low-stock alert; review their current-stock views instead. See Stock Reports.
General
What's the difference between Merchant, Outlet, and POS settings?
- Merchant Settings apply to your whole business.
- Outlet Settings apply to one branch.
- POS Settings apply to one till (register).
Still stuck?
Re-check the relevant feature page — each has a Default setup section with exact steps — and the Glossary for any unfamiliar term.