The numbers on a wallet card are a copy of what Fidelia has stored. When a stamp is added, the new count is sent to Apple Wallet or Google Wallet automatically. Delays almost always come from the customer’s phone, not from the stamp.
What should the customer try first?
These are general phone tips, not Fidelia settings.
- Check the phone has an internet connection (Wi-Fi or mobile data) and is not in airplane mode.
- Open the card in the wallet app and look again after a minute. In Apple Wallet you can also pull down on the card to refresh it.
- Make sure the phone is not in a low-power or restricted-data mode that pauses background updates.
- Close and reopen the wallet app, or restart the phone.
The card was removed from the wallet
If a customer deleted the card, it stops updating. You can give it back:
- Open Customers and select the customer. Use the filter Card deleted to find them quickly.
- In their panel, press Show QR to add it back.
- Ask the customer to scan the code with their phone camera. It opens Add to Apple Wallet or Add to Google Wallet.
It is the same card with the same stamps. Scanning the card at the counter also clears the Card deleted flag.
I changed my card design and customers do not see it
Changes made in the designer reach cards already in wallets within a few minutes. If a customer still sees the old version after that, ask them to refresh the pass as described above.
Still stuck?
If one customer’s card never updates after these steps, or none of your customers’ cards do, contact support and tell us the customer’s first name and when you last stamped them.