Messages are a Pro feature, found under Messages in the dashboard and sent by owners and managers. If one did not arrive, go through the checks below, starting with your side.
Why did a customer not get my message?
- Open Messages and look at Sent and scheduled. A message marked Scheduled has not gone out yet, and a Canceled one never will.
- Check Who gets it. The line under it counts the customers who will receive it. It only includes customers who ticked “Send me news and offers” when they joined, with the card in Apple Wallet or Google Wallet.
- Make sure you picked the right audience: All customers, Reward waiting or Not seen in 30 days. With several cards you can limit a message to one card’s holders.
- Check the daily limit. Fidelia caps how many messages a shop can send per day, and shows an error if you reach it.
What should the customer check?
These are general phone settings, not Fidelia ones, and the wording differs by phone and version.
- iPhone: open the card in Apple Wallet, tap the “…” button and make sure notifications for the card are on. Also check Settings, Notifications, Wallet.
- Android: open the card in Google Wallet, check its notification setting, then check the phone’s own notification settings for the Wallet app.
- Do Not Disturb and Focus modes hide alerts until later.
- The card must still be in the wallet. A deleted card receives nothing: see card not updating.
Google Wallet shows no alert
Google Wallet alerts each card only a few times in 24 hours, reward alerts included. When that limit is reached, Messages shows a dialog before sending: Apple Wallet customers are notified, while Google Wallet customers see the message on their card without a notification. The message still goes out.
Still nothing?
Contact support with the message’s title and the date you sent it.