Billing


Customer Management 


Dashboard Information


Tablet Troubleshooting



When will I be billed?

Billing begins the day you start using the system, billed the same day one month from then (i.e. installed and billed on Jan. 9, next billing will post Feb. 9)


Why do we ask for the customer’s name?

To direct messages to them so they do not come across as spam, good for opt-in to confirm correct account info.


On the dashboard, what does “-" number of touchpoints mean? 

Unsubscribes; this I how many customers unsubscribed from their emails. We recommend sending no more than 1 campaign message per week to avoid customers getting burnt out from too many messages and choosing to opt out. 


On the dashboard, where can I see how many people have opted in?

Phone numbers


Tablet is having a slow response time / reacting erratically to the touch

1.Your internet bandwidth might be fine but the signal could be weak from your router. 

Solution: Make sure not connected to customer-facing network (lots of customers using could slow down for the tablet), connect to back-office network and make sure they forget other network in the iPad settings

Here is a better, cost-efficient router you can purchase: https://www.amazon.com/gp/product/B01LXL1AR8/ref=oh_aui_detailpage_o00_s00?ie=UTF8&psc=1


2.Your iPad may have been left on for too long

Solution: Turn off the iPad completely once every 2 weeks


3.The outlet the tablet is plugged into may not be grounded properly 

Solution: Try unplugging the tablet from the charger when in use, see if this resolves the issue. Try using another outlet to plug in tablet.


What if a customer changed their phone number?

Ask customer to sign in with their new number, then in the dashboard search for the old number to find how many points they had and add them to the new number, block the old number from use if they no longer what that number associated with their account


Explain the Trier, Buyer, and Lover Auto Campaigns

This is to send segmented offers to customers based on how often they visit - typically you want to send more aggressive offers to “Triers” and “Buyers” to get them to come in more often. The system needs about 2-3 months of visit data before these messages are segmented out.


When does the system prompt the customer to enter their birthday?

If the customer’s birthday is not already entered into the system it will usually prompt after the 5th or 6th visit, otherwise, the customer can log into their account and enter their birthday in here https://loyalti.com/mypoints/


What if a customer wants to change their birthday?

We do not allow this to avoid a customer changing their birthday just to receive additional rewards/offers


What if I as the owner am not receiving the custom campaign messages I am sending out? Are they not being sent? 

You are most likely not opted in to receive messages. Search your texts for the opt in text and respond ‘Yes’. Please also keep in mind that the campaign will send out 10 minutes after the hour scheduled, this is to allow for 


How do I add or take away customer points?

Add/Remove through Loyalti iPad

1. Open App with your business's logo to access the dashboard

2. Select Customers

3. Search for customer by name or phone number

4. Add points by selecting "+" or manually enter total number of desired points

 Remove points by selecting "-" or manually enter total number of desired points


Add/Remove through Dashboard

1. Log in to your Loyalti dashboard from internet browser

2. Select "Customers" from the left tab

3. Search for customer by name or phone number in the search bar

4. Add points by selecting "+" or manually enter total number of desired points

 Remove points by selecting "-" or manually enter total number of desired points


How do I block a customer?
1. Go into dashboard through a web browser
2. Select "Customers" then "Recent Check Ins"
3. Search for customer by name or phone number in the search bar and select
4. Toggle "Block Customer" to on
Blocked customers are not able to check in or log points through your business's Loyalti iPad


Why do some customers have negative points?

Those are redemptions. In the activity file negative points means customers redeemed a reward.


How do I reset my dashboard password?

Go to the main dashboard login page, https://getloyalti.com/dashboard/ and click “Forgot Password?” below the log in button. An email will be sent to reset your password. If you don't receive the email, please double check that you're using the same email connected to your Loyalti account. Please call our Customer Success Manager if you have any further trouble logging in. 303-900-7068. 


How do I operate the tablet? i.e. add stamps/points for the customer, redeem customer rewards

See our how-to videos for how to operate the tablet here: https://loyalti.freshdesk.com/solution/articles/43000041344-how-to-videos


If you have any further questions please contact our Customer Success Manager, Lauren Hafenscher at 303-900-7068 or lauren@getloyalti.com.