Help centre
Step-by-step answers for setting up your card, stamping customers, sending messages and managing your plan.
Your card
- Add a loyalty card to Apple Wallet on iPhoneHow a customer adds a shop's Fidelia loyalty card to Apple Wallet on iPhone: scan the QR, enter a name and e-mail, tap Add to Apple Wallet. No app to install.
- Design your loyalty card: logo, colour, stampCustomise your Fidelia loyalty card in Apple Wallet and Google Wallet: upload and crop your logo, pick a brand colour, a template and a stamp, then publish.
- Add a loyalty card to Google Wallet on AndroidHow a customer adds a Fidelia loyalty card to Google Wallet on Android, and what a customer without a wallet gets: a web card with a QR code to show at the counter.
- Change your reward or number of stampsEdit your stamp card reward, stamps required, welcome stamp and cooldown in the Fidelia card designer, and see what happens to cards customers already hold.
- Card types and running several cards at onceChoose between stamp, points, cashback, membership, prepaid and pack cards in Fidelia, and run several cards side by side, such as a stamp card and a VIP card.
- Set up VIP levels for your best regularsAdd up to 3 VIP levels to a Fidelia loyalty card, counted by visits or spending, each with its own perk. Step-by-step setup in the card designer.
Getting started
- Create your Fidelia account and first loyalty cardHow to create a Fidelia account at app.fidelia.se: sign up with e-mail or Google, set up your shop and first card, then choose a plan to open it to customers.
- Start your free Fidelia trial (Pro)How the Fidelia free trial works: what you get, when you are asked for payment details, what happens when it ends and how to cancel before being charged.
- Order your QR stand for the counterHow to order a clear acrylic QR stand in the Fidelia dashboard: design the A5 sheet or upload your own, enter the delivery address, and what it costs.
- Run several shops with one Fidelia loginHow to add a second shop to your Fidelia account, switch between shops, and how that differs from adding another location to the same shop.
Customers
- Find a customer and see their card historySearch your Fidelia customers by first name, filter by reward ready or lapsed, and open a customer to see their card, visits and recent activity.
- Delete a customer or your shop account in FideliaHow to delete a customer's personal data in Fidelia when they ask to be forgotten, what is removed and what stays, and how to close your own shop account.
- Customer consent and unsubscribing from shop e-mailsWhat a customer agrees to when joining a Fidelia card, how the optional news box works, and how one-click unsubscribe stops a shop's e-mails and notifications.
At the counter
- How to stamp a customer's loyalty cardStamp a Fidelia card at the till: open the scanner on any phone, point the camera at the QR code in the customer's wallet, and the stamp is added in seconds.
- Fix a stamp given by mistakeStamped the wrong card or gave a stamp by mistake? An owner or manager can correct the stamp count from the Customers page, with the reason saved in the history.
- Give a customer their reward and mark it as claimedWhen a Fidelia stamp card is full, the scanner shows the reward. Hand it over, then tap Mark as claimed so the card starts again, with or without today's stamp.
- Fidelia scanner camera won't open: fixesThe Fidelia scanner says the camera is blocked or not found? Allow camera access in your browser, close other apps using it, and tap Enable camera to retry.
- Why a scan is refused: Already stamped and other messagesThe Fidelia scanner says Already stamped or refuses a card? Learn what the cooldown is, how to change it, and what each scanner message means.
Team & shops
Messages
- Send a push message to your customers' wallet cardsHow to send a notification to customers' Apple Wallet and Google Wallet cards from the Fidelia dashboard: audience, scheduling, preview, limits and plan.
- Location reminders: show your card near your shopHow Wallet location reminders work in Fidelia: add your shop's address, set the lock screen message, and what Apple and Google decide for themselves. Pro plan.
- Send an e-mail to your loyalty card customersHow to write and send an e-mail campaign from Fidelia: templates, AI draft, audience, scheduling, inbox check and unsubscribe. Included in Pro.
- AI writing assistant: draft messages, rewards and e-mailsHow Fidelia's AI helps you write reward names, push messages, e-mails and lock screen texts, how credits work per plan, and why you should read before you send.
Plans & billing
- Stats and CSV export for your loyalty card (Pro)Where to find your Fidelia stats (visits, rewards, new and returning customers) and how to export them as CSV. Full stats and export are part of the Pro plan.
- Fidelia plans and prices: Essential vs ProWhat Essential and Pro include, what an extra location costs and how monthly and yearly billing work. Prices are flat per location, with no fee per customer.
- Fidelia invoices, VAT number and payment methodWhere to download your Fidelia invoices, add a VAT number and update your payment method: Billing, then Manage billing, which opens the secure payment portal.
- Change or cancel your Fidelia planHow to switch between Essential and Pro, go monthly or yearly, add locations or cancel your Fidelia subscription, and what happens to scanning and cards afterwards.
Troubleshooting
- Wallet card not updating? Fixes for stamps and changesA customer's Apple Wallet or Google Wallet card shows old stamps or an old design? Why it happens, how to refresh the pass and how to add the card back.
- Wallet notifications not received: what to checkCustomers not getting your push messages or reward alerts? Check wallet notification settings, who is eligible, Google Wallet limits and the Messages page.
- Contact Fidelia support: e-mail or a call-backHow to reach the Fidelia team: write to hello@fidelia.se, ask for a call-back on a weekday slot you choose, or use the help centre first. What to include.
Your first stamp, tomorrow morning.
Set it up tonight. Cancel online any time.
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