A loyalty reward will not scan
When a reward or loyalty QR code will not scan, check the camera and the scheme, type the card code, or redeem the reward from the guest's profile.
2 min read · Updated
In short: scan inside Stampede on the right scheme. If the camera will not read it, type the code, or redeem a points reward from the profile.
- 1Most likelyThe camera will not read it
- 2It says the guest is not part of this loyalty scheme
- 3It says Reward not valid for this venue
- 4Another message
Find what is wrong
The camera will not read it
- Scan with Scan in Loyalty, or with Scanner. A phone's own camera app cannot redeem a reward.
- Ask the guest to turn up their screen brightness, and hold the code in the centre of the frame.
- Front camera opened? Click the camera button on the picture and pick the rear one. That device remembers it.
- Camera could not start? Close other apps using the camera, then click Retry.
- Error starting camera, check permissions? Allow the camera for Stampede in the browser's settings.
- Still not reading? Type the code into Enter code manually and click Check.
For a reward bought with points, you can also redeem it from the guest's profile, as below.
It says the guest is not part of this loyalty scheme
You are scanning in a different scheme from the card. In Loyalty, choose the guest's scheme, then click Scan again. In Scanner, check the Loyalty scheme chosen.
It says Reward not valid for this venue
Do not redeem it from the profile: that spends the guest's points on a new reward and leaves the emailed one unused. Email support instead.
Another message
See scan a loyalty card or reward for what each one means. In the Scan guest QR window, the box may show a short code, such as already_redeemed. The pop-up shows it in words.
Redeem from the profile
Use this for rewards bought with points only. A reward code the guest was emailed cannot be redeemed here.
- Go to Loyalty › Enrolled Guests, then choose your scheme.
- Search for the guest and click their name.
- Click the reward. Greyed-out rewards are ones they cannot afford.
- Click Redeem for.
Check it worked
You see Rewards redeemed successfully. Close and reopen the guest, and the reward shows under History.
If that does not fix it
Email support at agent@stampede.ai with:
- The scheme name, venue, and the guest's name and email.
- A screenshot or photo of the scanner screen and its message.
- The device and browser you scan with.
Good to know
- No venue configured for this scheme on the profile means no venue is picked under Venues in Edit scheme. Pick one, then try again.
- Only Admin, Moderator, General Manager, Bookings Manager and Marketing can see Loyalty.
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