12. Questions and troubleshooting
Cards and updates
Section titled “Cards and updates”I changed the template. Do I need to issue the cards again? No. Saving a template updates every card already in your customers’ wallets, usually within a minute.
A customer says their card didn’t update. Check the card in Passes (or the customer’s page) — if the value is right there, the phone will catch up as soon as it’s online. If it still doesn’t, send them the card again (Send) — it’s the same card.
A customer didn’t get a notification. Notifications appear only for fields with a change message in the template, and for messages. The customer may also have notifications turned off on their phone. Google Wallet allows 3 notifications per card a day.
Can I delete a card? Cards are voided, not deleted: Wallet shows them as no longer valid. Voiding can’t be undone.
The customer removed the card from their wallet by mistake. Send them the card again (Send on their page) or let them use Lost your card? Get it back on your join page. It’s the same card with the same balance.
Customers and privacy
Section titled “Customers and privacy”The same person appears twice. Merge them: open the record you keep and press Merge with… (how).
A customer asks what data we keep, or to delete it. On their page: Download data (JSON) gives everything we store; Erase customer… deletes it for good.
Why didn’t some customers get my offer? News & offers go only to customers who agreed to them. Service notices reach everyone. The message form shows how many cards a message reaches before you send it.
Can I import my existing customers? Yes, from a CSV file: Customers → Import CSV, with a preview before anything is saved.
Loyalty
Section titled “Loyalty”The counter added points to the wrong card. Open the card at the Counter (or the customer’s page) and press Cancel next to the operation. Managers and above can cancel; it’s kept in the history.
Can points expire? Not at the moment.
Can I switch a template from points to stamps? Only before its cards have any history. Otherwise create a new template for the new mechanic.
Team and account
Section titled “Team and account”A colleague left. Team → Turn off access. They’re signed out at once.
Email or SMS sending isn’t available. Email and SMS are switched on for your account by WalletCraft — contact us. Until then copy the card link and send it yourself.
Does WalletCraft work in my country and currency? Yes: you choose the currency of your loyalty program and spend reports, and customers in any country can add the cards to Apple Wallet and Google Wallet.
Still stuck?
Section titled “Still stuck?”Write to us at hello@walletcraft.app with what you did, what you expected and a screenshot if you can.