How can we help?

Write to us

Tell us these things, and we can help you faster:

• which app you use: OneLoyal or OneLoyal Business;
• your phone: iPhone or Android;
• the email address of your account;
• what happened, and when. A screenshot helps.

Never send us your password. We never ask for it.

Customers

The shop cannot scan my code

Open My code; the app turns your screen brightness up while it shows the code. If the scan still fails, staff can type the code under the QR. Customer codes have 8 characters.

A visit, stamp or points are missing

Every visit is listed in Me → History. If a visit is not there, ask the shop first: only the shop can record it. If you still need help, write to us with the shop’s name and the date.

When do my OneLoyal Points expire?

12 months after your last activity. Each time you collect or use points, the 12 months start again.

I claimed a OneLoyal reward

Your claim shows as Being prepared in My claims, and the OneLoyal team contacts you to hand it over. If a claim is cancelled, your points come back.

Shops

My shop is waiting for approval

We check every new shop before it can give stamps. The app opens your shop by itself when it is approved.

My post says “Held for review”

The OneLoyal team reviews it before customers see it.

The camera does not work

Tap Type a code and enter the code from the customer’s screen. Customer codes have 8 characters, reward codes 10.

Your account

I forgot my password

On the sign-in screen, enter your email and tap Forgot password?. We send you an email with a link to set a new one.

I want to delete my account

You can do it in the app, or ask us by email. How to delete your account.

What do you do with my data?

Read our privacy policy.