Loyalty Program Issues (Incentivio) — Points, Punches, and Rewards

Quick answers for the most common loyalty questions.

"My customer's points/punches aren't showing"

• Points and punches typically appear the next day — a scan from this morning won't show immediately.
• Once enough points accumulate, the customer must redeem them in the app to convert points into the actual offer (e.g., a free item). Points alone don't auto-apply.

"The discount didn't apply at the register"

Make sure the customer redeemed the reward first and the offer is active on their account. If it still fails, grab their name, phone number, or email plus the order number — with an example we can check the logs and escalate to Incentivio quickly.

"An item shouldn't be showing in the app"

App menu items are managed separately from the POS. Tell us the item and we'll deactivate it in Incentivio and sync the menus.

Widespread issues

If multiple customers report missing points from the same day, let us know right away — that pattern usually means a sync issue on the platform side, and once it's fixed points are typically granted retroactively.