A guest's points did not go on after their visit

In short: check the guest is enrolled and that the scheme awards points for their Square payment, then add the missing points on their profile.

Find the guest

1. Go to Loyalty › Enrolled Guests, then choose your scheme.
2. Search by name or email, then click their name.
3. Under History, look for a Points issued line from that visit.

Why the points are missing

The guest is not in the list

No guests found means they are not a member of this scheme. Ask them to join, then add the points for that visit by hand.

Points for spend is off

1. Go to Loyalty › Overview, choose your scheme and click Edit scheme.
2. Under Square integration, check Points for spend is on, with For every (£) and They receive (points) filled in.

It sits under Square integration, so the payment must go through Square. See set how guests earn points.

The bill was below your lowest tier

With Spend tiers, spend below the lowest tier earns nothing.

The guest hit a limit

In Edit scheme, check Points limit per transaction, Points limit per customer and Enable cool down.

The venue is not in the scheme

Under Venues in Edit scheme, check the venue they visited is included. All venues means every venue is in.

Add the missing points

Follow add or correct a guest's points.

Check it worked

A new Points issued line shows in the guest's History.

If that does not fix it

Points missing for many guests at once, or for every Square payment?

Email support at agent@stampede.ai with:

• The scheme name and venue.
• One guest's name and email, with the visit date, time and amount.

Good to know

• Scanning a loyalty card opens the guest's profile. It does not add points by itself.
• Only Admin, Moderator, General Manager, Bookings Manager and Marketing can see Loyalty.