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Frequently Asked Questions
Check-in & QR code
Q: A customer can't scan the QR code. What do I do?
Make sure the QR code printout is not laminated in a way that creates glare, and that it is at least 5 × 5 cm in size. The customer can also open the URL manually — it is printed below the QR code. If neither works, check that the QR code was downloaded from the current Admin → QR Code page and reprinted.
Q: Does the customer need to download an app?
No. The check-in page opens in the phone's browser. Any modern smartphone with a camera QR scanner (built into iOS and Android camera apps) will work.
Q: Can multiple customers check in at the same time?
Yes. Each customer session is independent. Multiple customers can scan and enter their PINs simultaneously. The operator enters each PIN separately on the POS.
Q: The customer forgot their PIN. What happens?
The customer PIN is used for account security — it is not related to the 4-digit transaction PIN. If a customer forgets their account PIN they can reset it from the check-in page by verifying their contact detail. Transaction PINs are generated fresh for each visit and expire after 90 seconds.
Q: Can the same QR code be used at multiple locations?
The QR code is tied to your business account, not a physical location. Customers who scan at any location will check in to the same account. If you need location-specific tracking, contact support — this is not currently a self-service option.
Transactions
Q: I entered the wrong transaction type. Can I fix it?
Void the incorrect transaction from Dashboard → Transaction History and process a new one with the correct type. Voiding reverses the award (stamps or points) before you re-process.
Q: What happens if the PIN expires before the customer reads it?
The operator's current session is cleared. Ask the customer to go back to their phone and generate a new PIN (tap Try again on the check-in screen). Process as normal.
Q: A customer claims they should have more stamps/points. How do I check?
Go to Dashboard → Customers, search for the customer, and open their profile. The full transaction history is listed with dates, types, amounts, and awards. All transactions are permanent — nothing is deleted.
Q: Can a transaction be backdated?
No. Transactions are recorded at the time of processing and cannot be backdated. If you need to correct historical data contact support.
Rewards & Redemptions
Q: A customer reached the stamp threshold but I haven't fulfilled the reward yet. Will it be lost?
Not automatically. If you configured Deferrable redemption mode, the reward stays pending until you fulfil it. It is listed under Dashboard → Pending Rewards. Only rewards that hit the hard cut-off limit (if configured) are automatically forfeited.
Q: A customer says their points were deducted but they didn't receive the reward.
Check Dashboard → Pending Rewards or the customer's profile. If a redemption record exists and is in pending status, click Fulfil to mark it complete. If the redemption is missing, contact support — points deductions always create a corresponding redemption record.
Q: Can I manually add or remove stamps/points?
Not through the Operator POS — all changes go through legitimate transactions or voids. If a correction is needed that cannot be handled by voiding, contact support.
Coupons & Vouchers
Q: A customer says they received the coupon email but the voucher won't scan.
Ask them to read the code aloud for manual entry. Ensure you are on the Redeem Voucher screen (purple button), not the regular transaction flow. If the code is entered correctly and still fails, check the coupon's expiry date and redemption limits in Admin → Coupons.
Q: Can I resend a coupon to the same customers?
Yes — click Send on the coupon again and choose the same segment. Each send creates new voucher instances. Note that Max per customer limits how many times each person can redeem across all their voucher instances.
Q: Can I cancel a coupon that has already been sent?
You can deactivate the coupon in Admin → Coupons (toggle Active off). Deactivated coupons cannot be redeemed but existing pending vouchers are not revoked. Pending vouchers will still appear to customers — they will receive an error when trying to redeem.
Billing & Account
Q: I didn't receive my proforma invoice for EFT payment.
Check your spam folder first. The email is sent to the owner's email address 7 days before renewal. If it is not there, download the proforma PDF directly from Billing → Invoice History.
Q: My account shows "Past Due". What do I do?
For PayFast accounts: update your payment method and retry from the Billing page. For EFT accounts: make the bank transfer using the reference on your proforma and contact support to confirm receipt. You have a 7-day grace period before the account is suspended.
Q: Can I have multiple businesses on one Stackd account?
Each business requires its own Stackd account with its own subscription. Contact support if you need multi-location management features.
Q: Where can I find my VAT invoice?
Go to Billing → Invoice History. Tax invoices (INV-) are issued after each confirmed payment. Click the PDF icon on any invoice row to download.
Staff & Access
Q: An operator left the business. How do I remove their access?
Go to Admin → Staff, find the staff member, and click Deactivate. Their login is revoked immediately. Transaction history created under their account is preserved.
Q: Can operators see customer contact details?
Operators can see customers' names and a masked version of their contact detail (e.g. j***@example.com, 082***5678). Full contact details are only visible to owners and managers in the admin panel.
Q: I locked myself out of the owner account.
Use the Forgot Password link on the login page. If you no longer have access to the owner email address, contact Stackd support with proof of business ownership.