Fix a problem

Find the fix for a common card or app problem. Pick what's going wrong. Each fix starts with the likely cause, then has a line for you if you're the customer and a line for you if you run the business.

My card won't add to Apple Wallet

Likely cause: The card link was opened outside Safari, for example inside Instagram, Facebook or Messenger, or in Chrome or Firefox on iPhone. The card can only be added from Safari.

If you're the customer:

1. Open the shop's card link in Safari. If you're inside another app, copy the link and paste it into Safari.
2. Tap Install in Apple Wallet, wait for the file to download, then tap Add.
3. If the card didn't appear, tap Try to add again or Can't find the card?.
4. If the Wallet app is missing, reinstall Wallet from the App Store. If it's blocked, check Screen Time › Content & Privacy Restrictions.
5. Adding the same card again replaces it; you won't get a second copy.

If you still see "Cannot add pass", only the business can fix the card itself. On an Android phone? See Google Wallet isn't available. Still stuck? Ask the shop that gave you the card.

If you run the business: Tell customers to open your card link in Safari on iPhone, not inside Instagram or Facebook. If a customer still sees "Cannot add pass" in Safari, contact our support team: a problem with the card file can only be fixed on the business side. Still stuck? Contact our support team at any time.

Full guide: Card won't add to Apple Wallet

Google Wallet isn't available, or the card won't add on Android

Likely cause: Google Wallet isn't available in every country. It needs Android 9 or later, current Google Play services and a Google account, and it doesn't work in work profiles. Huawei phones without Google services can't use it. Inside Instagram or Facebook, Google blocks the sign-in it needs. This depends on Google and your phone, not on Loyaltymaster.

If you're the customer:

1. Open the shop's card link in Chrome (or Samsung Internet on a Samsung phone), not inside another app, and try Install in Google Wallet again.
2. If Google Wallet still isn't available, look for Install on the Home screen on the card page. Tap it, then tap Enable when asked "Enable push notifications?".
3. Don't see that button? The shop has to switch it on, so ask the shop that gave you the card.

If you run the business: For phones without Google Wallet, your card can install on the home screen instead. That option is off by default: in your card's Settings, under PWA Installation button, turn on Display the PWA button in the card install form. Then tell Android customers to open your link in Chrome. Still stuck? Contact our support team at any time.

Full guides: for customers, Add a loyalty card to Google Wallet; for businesses, PWA Cards on Android.

The card link opens a file or does nothing

Likely cause: The link was opened inside another app's built-in browser, such as Instagram, Facebook or Messenger. Those browsers often can't pass the card to Apple Wallet on iPhone, or allow the Google sign-in on Android.

If you're the customer:

On iPhone: Use the app's "Open in browser" option, or copy the link into Safari. The card page itself says: "Please open this page in your Safari browser. The card can only be issued in Safari."

On Android: Press and hold the link and open it in Chrome. Installing on the home screen doesn't work inside other apps' browsers either.

Still stuck? Ask the shop that gave you the card for the link again, or scan their printed QR code with your phone's camera.

If you run the business: There's no setting that makes your link open outside Instagram. When you post it, tell customers to open the link in Safari on iPhone or Chrome on Android. Copy your link from the card's Information tab (copy), or click Download PDF for a printable QR code customers can scan with their camera. Still stuck? Contact our support team at any time.

Full guide: Card link opens a file or does nothing

My stamps or balance aren't updating on the card

Likely cause: Either the stamp wasn't recorded (a daily limit can stop it), or the phone isn't refreshing the card. On iPhone, the card's Automatic Updates may be off, or the phone may be offline.

If you're the customer:

On iPhone: Open the card in Wallet, tap More (…) › Pass Details, and make sure Automatic Updates is on. Updates need the phone to be online.

On any phone: If you removed the card and added it again, open it again from the shop's link so the current balance loads.

Still wrong? Ask the shop that gave you the card; they can see every stamp on their side.

If you run the business: Open the card's Information tab and check Last transactions to see whether the stamp was recorded (event, amount, balance and manager). Check Limit the number of stamp accruals per day in the card's Settings. If the stamp is recorded but the customer's card doesn't change, ask them to check Automatic Updates on iPhone. Still stuck? Contact our support team at any time.

Full guide: Why aren't my customers receiving push messages

Customers don't get my push messages

Likely cause: Only customers who have the card installed receive push messages, and each customer controls notifications on their own phone. Geo-push reaches iPhones only, within 100 metres (330 feet) of your location.

If you're the customer:

On iPhone: Keep Automatic Updates on for the card and allow notifications from Wallet.

On Android, with Google Wallet: We're still confirming how push messages reach Google Wallet cards. Check that notifications are on for Google Wallet in your phone's settings; on Android 13 and later they start off.

With a home-screen card: You need to have tapped Enable when asked "Enable push notifications?". If you blocked them, allow notifications for the card's site in Chrome's site settings.

Still nothing? Ask the shop that gave you the card.

If you run the business: Check the customer has the card installed: in Customers, use the Health filter group and Card status not installed. In the message History, Sent counts the cards that matched your message, and Delivered means the card was updated. You can't switch notifications on for a customer; they control them on their phone. Geo-push works on iPhone only, within 100 metres (330 feet). Still stuck? Contact our support team at any time.

Full guide: Why aren't my customers receiving push messages

I lost my card or deleted it

Likely cause: The card was removed from the wallet, the phone was replaced, or (for a home-screen card) the browser's data was cleared. The shop keeps the balance, so adding the card again from the shop's link brings it back after a phone check.

If you're the customer:

1. Open the shop's card link or scan its QR code again.
2. Fill in the form with the same phone number you used before. When your card is recognised, tap Continue with card issue.
3. Enter the Confirmation code sent to your phone.
4. Add the card again: Install in Apple Wallet and then Add on iPhone; Install in Google Wallet or Install on the Home screen on Android.

On iPhone: If the card only disappeared, look in Wallet's expired passes and unhide it first. Adding it again replaces the old card rather than making a copy. Removing a card on iPhone also removes it from your other Apple devices.

On Android: If your card was on the home screen and you cleared the browser's data, the card was cleared too. Add it again from the shop's link.

Need the link? Ask the shop that gave you the card.

If you run the business: Send the customer your card link again: copy it from the card's Information tab (copy). Restoring checks their phone number with a Confirmation code and relies on your SMS service ("Authorization by phone number, install/restore cards"). If customers don't receive a code, contact our support team. Still stuck? Contact our support team at any time.

Full guides: for customers, Get your loyalty card back; for businesses, How to Restore the Card.

I can't sign in to Loyaltymaster

Likely cause: The email or password doesn't match, or a password reset link has expired.

If you're the customer: The sign-in at app.loyaltymaster.com is for businesses that run a card. You don't need a Loyaltymaster account to use your card: you add it from the shop's link or QR code, and it lives in your phone's wallet. If something about the card isn't working, see the fixes above or ask the shop that gave you the card.

If you run the business: At app.loyaltymaster.com, under Log in with email, enter your Email and Password, then click Log in. Forgotten it? Click Forgot password?, enter your email on Password recovery and click Recover password. The reset link works once and expires after an hour, so request a new one if it has expired. New passwords need at least 6 characters. No account yet? See Start a trial, subscribe or sign in. Staff using the Scanner App sign in with the login the owner created for them in Managers. Still stuck? Contact our support team at any time.

Full guides: How to Recover Your Account Password; Start a Trial, Subscribe or Sign In.

The scanner won't scan a card

Likely cause: Not established yet. There are no checked steps for this problem.

If you're the customer: Ask the staff member to try again, or ask the shop that gave you the card.

If you run the business: Start with "How the Scanner App Works", then contact our support team at any time and we'll help you get scanning.

Full guide: How the Scanner App Works

Need a person?

Got your card from a shop? Contact the shop that gave you the card: it can help with your card, stamps and rewards. In-app support is for businesses signed in to Loyaltymaster. If you run the business, contact our support team at any time and we'll help you get it done. Some fixes need the business: only the business can fix a card file that shows "Cannot add pass" in Safari, switch on the home-screen install option, or see whether a stamp was recorded. A business can't switch notifications on for a customer; each customer controls them on their own phone.