Managing members and your team

Where can I check whether a member received the right points?

Go to Loyalty members, click the three dots next to the member and select View profile. You'll see their full points history, including the points per booking or visit.

How do we award points manually?

You can award points manually in two places: in the app at the counter, or in your dashboard.

In the app (at the counter)

Handy straight after payment. The member sees the points straight away.

The member opens the app and shows their personal QR code.
Your staff member opens the app and logs in with your dashboard login details.
Tap Award Points and scan the member's QR code.
Enter the amount spent and tap Confirm.

In the dashboard (Manual points)

Handy for points you add afterwards, for example for an event or workshop, or to correct a mistake. You can also deduct points here.

Go to Contacts > Manual points.
Under Operation type, choose Addition (add points) or Deduction (deduct points).
Enter the number of points:
- Reward points (balance): points the member can spend on rewards.
- Tier XP: points that count towards reaching a higher tier. You can give just reward points, just tier XP, or both.
Under Activity name, enter what the points are for, for example "Workshop" or "Product purchase" (up to 60 characters).
Choose who gets the points:
- Member: one member. Search by name, email address or ID.
- Segment: all members in a segment in one go.
- Memberships: all members with a particular membership.
Click Apply.

Tip: want to give everyone who attended an event points at once? First create a static segment by uploading an Excel or CSV list of the attendees' email addresses (see Segments). Then choose the Segment tab under Manual points and select that segment.

How do I change a member's email address?

Within the member profile, you can update the member's email address. This changes the email address a member uses to sign in, for example if they've got a new address or signed up with a typo.

Open the member profile.
Click the three dots in the top right and choose Change email.
Enter the new email address and click Continue.
Check the current and new email address. You'll also see whether another member already uses the new address.
Leave Send email and notify this member ticked, so the member gets an email at their new address about the change of their sign-in email and so they can set a new password straight away.
Click Change email.

From now on, the member can sign in with the new address.

How do I merge two accounts?

Within the member profile, you can also merge an account with another account. Has a member accidentally created two accounts, for example with two different email addresses? Merge them into one, so their points and history are all in one place.

Open the profile of the account you want to keep.
Click the three dots in the top right and choose Merge with another account.
Search for the duplicate account by name or email and click Select.
You'll see an overview of both accounts and what the kept account will look like after the merge: member since date, points balance, plays and completed challenges. Picked the wrong account to keep? Click Keep … instead to swap them.
Click Merge accounts.
Tick the confirmation box and click Merge accounts again.

Everything from the duplicate account moves to the account you keep. The duplicate is archived and can no longer sign in. This can't be undone, so check that you're merging into the right account.

Where can I see a member's details and history?

Go to Loyalty members, click the three dots next to the member and select View profile. You'll see their loyalty progress, points balance, contact details and activity history.

Why do member counts differ between Analytics and the Loyalty members list?

The Loyalty members list shows everyone who has actually signed up. Figures in Analytics can differ because they reflect other activity measures, not total sign-ups.

How do staff log in to scan rewards or award points?

Staff log in to the app with a dashboard account. You can use your own login, or give each staff member their own account, so you can see who gave which points and rewards.

Giving a staff member their own account

In the dashboard, go to Settings > Team members and click Invite in the top right.
Choose a role (see below), enter their email address and click Invite. They'll receive an invitation by email.
Switch on App access next to the team member. This gives them the scan features in the app, for redeeming rewards and awarding points, whatever their role.

Which role should I give them?

The role decides what someone can see and do in the dashboard. It doesn't limit the scan features in the app: everyone with App access can use those.

Role	What they can do
Admin	Everything in the dashboard, including billing, team members and Stripe Connect.
Program manager	Set up your programme (rewards, challenges, tiers, blog, push notifications), look up members and give manual points. No access to analytics, app settings or account management.
Staff	Look up members and give manual points. No access to your programme setup, marketing, analytics, app settings or account management.

Tip: give front desk or till staff the Staff role and switch on App access. They can then scan rewards and give points in the app, and look up members in the dashboard, without being able to change your programme or settings.

You'll see per team member how many points they've given and how many rewards they've handed out under Settings > Team members.