Troubleshooting
Quick, structured fixes for the problems merchants hit most often. Each guide is laid out the same way — Symptoms → Likely causes → How to fix → Still stuck? — so you (or Ainstein, the in-product assistant) can move from "something's wrong" to a fix fast.
If you don't see your issue here, try the FAQ, the relevant feature page (each has a Default setup section), or the Glossary.
Loyalty & members
- My loyalty program won't save
- I made a program but customers don't see it
- Members aren't earning points
- A customer can't redeem points
- A voucher won't redeem
Selling, orders & devices
- The receipt printer isn't printing
- I can't refund or void an order
- A customer disputes an order after the shift closed
- I can't find a customer at the POS
- Orders aren't appearing / syncing
- Can't open a shift or log in to the register
Payments & stock
- A payment method is missing at checkout
- A customer can't pay with store credit
- Stock isn't going down when I sell
Products & menu
How to report a problem to support
When a guide tells you to escalate, send Rewardly support:
- What happened and the exact error message (a screenshot is ideal).
- Where — the outlet, register, and the screen or report you were on.
- A reference — order number, voucher code, customer phone, or product name.
- Device details — for POS issues, the tablet model and app version (in Settings).
The more of this you include, the faster it's resolved.