Frequently Asked Questions
Check-in & QR code
Q: A customer can't scan the QR code. What do I do?
Make sure the QR code printout is not laminated in a way that creates glare, and that it is at least 5 × 5 cm in size. The customer can also open the URL manually — it is printed below the QR code. If neither works, check that the QR code was downloaded from the current Admin → Locations page (for that specific location) and reprinted.
Q: Does the customer need to download an app?
No. The check-in page opens in the phone's browser. Any modern smartphone with a camera QR scanner (built into iOS and Android camera apps) will work.
Q: Can multiple customers check in at the same time?
Yes. Each customer session is independent. The operator generates a separate PIN per transaction on the POS and shows each one to the relevant customer; each customer types their own PIN into their own phone.
Q: The customer forgot their PIN. What happens?
The customer PIN is used for account security — it is not related to the 4-digit transaction PIN. If a customer forgets their account PIN they can reset it from the check-in page by verifying their contact detail. Transaction PINs are generated fresh for each visit and expire after 90 seconds.
Q: Can I run Stackd across multiple physical locations?
Yes. Go to Admin → Locations and add each site — every location gets its own QR code and check-in link, so a customer scanning at one branch is correctly attributed to that branch. Rewards, transaction types, and rules are shared across all your locations (one loyalty programme, multiple sites) — only the check-in QR code and staff assignment are per-location. Assign each operator to the location they work at when adding them in Admin → Staff; owners and managers can switch their active location on the Operator POS screen at any time.
Once you have more than one location, the Dashboard gains a location dropdown so you can see figures for one site at a time instead of your whole business — everything respects it except the points-balance leaderboard, which is always tenant-wide since points aren't tracked per location.
Transactions
Q: I entered the wrong transaction type. Can I fix it?
Void the incorrect transaction from Dashboard → Transaction History and process a new one with the correct type. Voiding reverses the award (stamps or points) before you re-process.
Q: What happens if the PIN expires before the customer reads it?
The operator's current session is cleared. Ask the customer to go back to their phone and generate a new PIN (tap Try again on the check-in screen). Process as normal.
Q: A customer claims they should have more stamps/points. How do I check?
Go to Dashboard → Customers, search for the customer, and open their profile. The full transaction history is listed with dates, types, amounts, and awards. All transactions are permanent — nothing is deleted.
Q: Can a transaction be backdated?
No. Transactions are recorded at the time of processing and cannot be backdated. If you need to correct historical data contact support.
Rewards & Redemptions
Q: A customer reached the stamp threshold but I haven't fulfilled the reward yet. Will it be lost?
Not automatically. If you configured Deferrable redemption mode, the reward stays pending until you fulfil it. It is listed under Dashboard → Pending Rewards. Only rewards that hit the hard cut-off limit (if configured) are automatically forfeited.
Q: A customer says their points were deducted but they didn't receive the reward.
Check Dashboard → Pending Rewards or the customer's profile. If a redemption record exists and is in pending status, click Fulfil to mark it complete. If the redemption is missing, contact support — points deductions always create a corresponding redemption record.
Q: Can I manually add or remove stamps/points?
Not through the Operator POS — all changes go through legitimate transactions or voids. If a correction is needed that cannot be handled by voiding, contact support.
Q: Do stamps or points ever expire?
Only if you turn it on — both are off by default. From Admin → Transaction Types & Rewards → Progress expiry you can optionally reset an in-progress stamp card after a chosen period of customer inactivity, and/or set points to expire a chosen number of months after they're earned. Points expiry is per-batch (each earning event has its own expiry date) and redemptions always spend a customer's oldest points first, so nothing expires earlier than customers would reasonably expect from your published policy. See the Loyalty Rules Guide for full detail.
Q: A customer says their stamps/points disappeared, but they didn't void anything.
Check whether Progress expiry is enabled for your business (Admin → Transaction Types & Rewards → Progress expiry). If so, this is most likely an automatic expiry — either the stamp card was reset for inactivity, or a batch of points passed its earn-window. Stamp resets are logged with the reason and previous count; expired points show as a dated line item in the customer's points ledger (Dashboard → Customers → their profile). If expiry is disabled for your business, the change was not caused by this feature — contact support.
Coupons & Vouchers
Q: A customer says they received the coupon email but the voucher won't scan.
Ask them to read the code aloud for manual entry. Ensure you are on the Redeem Voucher screen (purple button), not the regular transaction flow. If the code is entered correctly and still fails, check the coupon's expiry date and redemption limits in Admin → Coupons.
Q: Can I resend a coupon to the same customers?
Yes — click Send on the coupon again and choose the same segment. Each send creates new voucher instances. Note that Max per customer limits how many times each person can redeem across all their voucher instances.
Q: Can I cancel a coupon that has already been sent?
You can deactivate the coupon in Admin → Coupons (toggle Active off). Deactivated coupons cannot be redeemed but existing pending vouchers are not revoked. Pending vouchers will still appear to customers — they will receive an error when trying to redeem.
Billing & Account
Q: I didn't receive my proforma invoice for EFT payment.
Check your spam folder first. The email is sent to the owner's email address 7 days before renewal. If it is not there, download the proforma PDF directly from Billing → Invoice History.
Q: My account shows "Past Due". What do I do?
For PayFast accounts: update your payment method and retry from the Billing page. For EFT accounts: make the bank transfer using the reference on your proforma and contact support to confirm receipt. You have a 7-day grace period before the account is suspended.
Q: Can I have multiple businesses on one Stackd account?
Each business requires its own Stackd account with its own subscription. Contact support if you need multi-location management features.
Q: Where can I find my VAT invoice?
Go to Billing → Invoice History. Tax invoices (INV-) are issued after each confirmed payment. Click the PDF icon on any invoice row to download.
Customer Data & Privacy
Q: A customer has asked me to delete their data. How do I do that?
Go to Dashboard → Customers, find the customer, and click Request erasure. This schedules permanent deletion of the customer's personal data in 7 days — it isn't instant, so you (or the customer) have a window to cancel if it was requested by mistake. Click Cancel erasure on the same customer to stop it before the 7 days are up.
Q: Can I cancel an erasure request after it's already run?
No. Once the 7-day window elapses and erasure runs, the customer's data is permanently removed and cannot be recovered. Cancel before the 7 days are up if you need to stop it.
Staff & Access
Q: An operator left the business. How do I remove their access?
Go to Admin → Staff, find the staff member, and click Deactivate. Their login is revoked immediately. Transaction history created under their account is preserved.
Q: Can operators see customer contact details?
Operators can see customers' names and a masked version of their contact detail (e.g. j***@example.com, 082***5678). Full contact details are only visible to owners and managers in the admin panel.
Q: I added a staff member but they never got the invite email.
Check their spam folder first. The link in the email is valid for 7 days; if it has expired or the email is lost, open Admin → Staff and click Resend invite next to their name (it only appears while the invite is still pending). If the email address was mistyped, remove the staff member and add them again.
Q: Can I sign in with Google instead of a password?
Yes, when the platform has Google sign-in switched on you will see Continue with Google on the sign-in page and Sign up with Google on the registration page. If the Google account's email matches your existing Stackd email, the two are linked automatically on first use. You can also connect or disconnect Google from Account & sign-in (the key icon in the top bar). Staff who signed up with Google have no password until they set one there; you cannot disconnect Google while it is your only way in.
Q: I locked myself out of the owner account.
Use the Forgot Password link on the login page. If you no longer have access to the owner email address, contact Stackd support with proof of business ownership.