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Rewards & Offers
Rewards is CaptiFi's built-in loyalty module. One programme covers every venue on your account. You define offers: a percentage off, a fixed amount off, a free item, or a shared discount code such as SUMMER20. A guest who joins at WiFi sign-in receives a reward by email or text, with a link to a page that shows a QR code and a short code. Any member of staff redeems it from a phone by scanning the QR or typing the code, and a trader with no device redeems with a PIN typed on the guest's own phone. Guests earn points for visits and for what they spend at the till, move up tiers as they earn, and the members catalogue lets them swap points for an offer.
Every reward is single use. Every redemption is logged with a reference, and each bar, trader or till that honours rewards gets its own settlement figure in the venue's currency.
Plan requirement: Rewards is included on the Growth plan and above. See Plans & Pricing.
How it works
- A guest connects to your WiFi and ticks Join on the sign-in form (or is joined automatically, if you choose that mode). They become a member. One member spans every venue on your account, so a balance earned at one bar can be spent at another
- If an offer is set to be given on WiFi sign-in, a reward is issued and sent to the guest by email, or by text for phone-only members when you switch that on. The connected screen tells the guest where the reward went; the code itself never appears on the splash page
- The link opens a reward page with the offer, an eight-character code such as
7F3K-9QPX, a QR code of the same link, the expiry date in the venue's local time and your terms - At the bar, staff open Rewards → Redeem on a phone, scan the QR or type the code, check the card and tap Redeem. A trader without a phone asks the guest to open the reward and types the trader's PIN on the guest's screen
- The code is marked used the moment it is redeemed. A second attempt shows when, where, how and by whom it was first redeemed
- The redemption lands in your log and in the settlement report for that bar or trader
Switching Rewards on
Rewards is off by default and only the account owner can switch it on.
On my.captifi.io:
- Go to Integrations
- Under Dashboard features, find the Rewards & Offers card and switch it on
- A Rewards group appears in the sidebar: Overview, Setup, Offers, Members, Redeem, Redemptions and Terminals
On a plan below Growth the card shows a plan badge and a View plans link instead of the switch.
On the classic dashboard at app.captifi.io:
- Go to Integrations
- Open the Rewards card, which takes you to Rewards Setup
- Switch Rewards on at the top of the page. The same Rewards group appears in the sidebar with the matching pages: Setup, Offers, Members, Redeem, Redemptions, Terminals and Reports
Team members see the Rewards pages as soon as the owner has switched the module on. What each of them can do is set by their permissions; see Team permissions below.
Setting up your programme
Open Rewards → Setup. The page has three parts: the programme itself, the venues that take part, and the points and value settings.
Programme
| Setting | What it does |
|---|---|
| Programme name | What guests see on the sign-in checkbox, in emails and on their reward page, for example "LoftCo Rewards" |
| What you call a reward | The word used in guest-facing text. Leave it as "reward" or write your own, such as "treat" or "perk" |
| Mode | Points (points accrue per visit and per unit spent) or Stamps (one per visit). Both use the same balance underneath |
| How guests join | An unticked checkbox on sign-in (recommended) or Connecting joins them, which replaces the checkbox with a sentence on the form saying so |
| Welcome text | Shown on the guest's rewards page, for example "Show this page at the bar to claim your reward" |
| Terms URL | A link to your programme terms, shown on the reward page |
| Deliver rewards by text to phone-only members | Guests who gave a phone number and no email get their reward by SMS. Off by default; texts use your SMS credits |
Click Create programme (afterwards the button reads Save programme). There is nothing else to set up before adding venues.
Venues and currency
Tick each venue that takes part. Each venue row has:
- Currency. CaptiFi suggests one from the venue's country (or its Paid WiFi currency where Paid WiFi is on). Correct it if the suggestion is wrong. Rewards at that venue are valued, capped and settled in this currency, and money is never added up across currencies in any report
- Earn multiplier. Boosts or dampens what a visit or a spend earns at this venue. Leave it at 1 for a standard venue
- Active. Untick to pause one venue without removing it from the programme
Only venues billed to your account can join, and a venue belongs to one programme at a time.
Set each venue's time zone
Reward expiry is worked out at the end of the day in the venue's own time zone. If a venue is still on the default (UTC), the setup page shows a warning and rewards at that venue would expire at midnight UTC. Set the real time zone under My Venues → My Locations → Edit site for that venue.
Click Save venues.
Going live
The Programme is live switch at the top of the page is for the account owner only, and you need at least one venue in the programme before you can turn it on. While the programme is off, no guest is joined and nothing is issued at sign-in. Rewards already in guests' hands stay redeemable, so switching off never strands a guest holding a live code.
Points, value and limits (owner only)
This section is visible to team members and editable only by the account owner, because these numbers decide what a visit and a pound or dollar spent are worth, and what your outstanding rewards cost you.
| Setting | What it does |
|---|---|
| Default currency | Used when a venue has no country and no Paid WiFi currency |
| What a point costs you, per currency | Used only for the liability estimate on the Exposure report. Leave a currency blank and no liability is shown for it |
| Points per visit | Earned once per venue per local day when a member signs in to the WiFi |
| Points per unit spent | Earned per pound, dollar or euro of a sale: an order that arrives from your Toast or Square connection, or a sale keyed at the till (see Awarding points for a sale). Rounded down. See Points and tiers |
| Sign-up bonus points | Paid once, when a guest first joins |
| Birthday bonus points | Paid once a year, at 08:00 local time on the member's birthday, to members with a date of birth on file. See The birthday bonus |
| Points expire after (months) | Of inactivity, from 1 to 120. Blank means 12 months. See Points expiry |
| Use now cap | Offers worth more than this can never be redeemed by the guest alone with Use now |
| Max sale per earn | A single sale earns points on at most this much, so a mistyped bill cannot mint a fortune |
| Daily earn cap (points) | The most one member can earn in a day across all venues |
| Tiers (up to 5) | A name, a threshold of points earned in the last 12 months, and a multiplier applied to the spend points of members in that tier. See Tiers |
Click Save points and limits. How each of these plays out for a member is covered under Points and tiers.
On the classic dashboard the same fields sit under Points and value on Rewards → Setup. A few carry different labels: Sign-up bonus, Birthday bonus, Self-serve cap (the Use now cap) and Largest single sale that earns (the max sale per earn). The point values per currency have their own section, What a point is worth, and each tier also has a Key (lower case letters, numbers and dashes) and a Colour. The button reads Save points and value settings.
Creating offers
An offer is what you define once; a reward is one issued copy of it in a guest's hands. Go to Rewards → Offers. The page has two tabs, Offers and Catalogue (offers with a points price), filters for Active, Drafts, Paused, Archived and All, and a search box for names and codes.
Click Create offer. The form is in five sections.
What guests get
- Internal name, for your lists
- Headline guests see, for example "A free drink on us"
- Kind: Percentage off, Amount off, Free item or Custom perk
- Currency, with the Percent off, Amount off or Free item field the kind needs
- What it costs you per reward. Your estimate of the real cost. It drives the Exposure and Settlement reports and the Use now cap. For an Amount off offer it is filled in from the amount
- Minimum spend (optional). The bill must reach this before the reward can be used
- Terms and Description (optional). Terms appear on the reward page, for example "One per person, not with other offers"
An Amount off, Free item or Custom perk offer is priced in one currency and can only be redeemed at venues trading in that currency. A Percentage off offer is a share of the bill, so it fits every venue in the programme.
Shared code and catalogue
- Shared code (optional), such as
SUMMER20. A shared code is not tied to one guest: anyone can quote it and staff type it on the redeem screen. Codes are stored in capitals and must be unique across your offers. Cap a shared code with Max redeemed below - Points cost (optional) and Show in the members catalogue. Give the offer a points price and it appears on the Catalogue tab. Members cannot yet claim a catalogue offer from their rewards page with their balance; staff issue it to them from the offer page
Where and when
- Valid at every venue in the programme, or untick it and choose venues
- Give this reward when a guest joins the WiFi, with How often: Once per guest, Every visit, or Every N days with the number of days between rewards. Only active offers are issued, and a throwaway email address (Mailinator and the like) is never given a reward
- Valid for (days after issue). The reward expires at the end of that day in the venue's time zone. Blank means it lasts until the offer's end date, or has no expiry
- Starts and Ends (optional). Outside this window nothing is issued and a shared code is refused
Limits
- Max issued: how many rewards this offer can ever create
- Max redeemed: how many times it can be redeemed in total. This is the cap that matters for a shared code
- Per member: how many times one member can hold it. Default 1
- Cooldown (days): the gap before the same member can be given it again
How it can be redeemed
Tick the ways the offer may be honoured: Staff scan, Typed code, Terminal PIN, Till API and Manager manual. The first four are on by default. A separate switch, Let guests tap Use now on their own phone, is off by default and is only allowed for offers at or below your Use now cap; see Use now.
Saving and activating
A new offer is saved as a Draft. Click Activate on its row in the Offers list when you are ready; nothing is issued from a draft. Later you can Pause an offer (issuing stops, rewards already issued stay valid until they expire), Resume it, or Archive it. Archiving is permanent because rewards and redemptions refer back to the offer; an archived offer cannot be edited.
The offer page
Click an offer to see how it is doing: Issued, Outstanding (issued and not yet used, with what that is costing you at your estimate), Redeemed and the Redemption rate, followed by every reward issued from it with its code, holder, issue and expiry dates, status and how it was issued.
Issue to a guest hands one reward to one person: enter an email address, a phone number or pick an existing member. The reward is created, the guest is emailed (or texted) their link, and the code and a Copy link button appear on screen in case they are standing in front of you.
On the classic dashboard, Rewards → Offers has the same fields on its create and edit forms, with Pause, Resume, Archive and Issue to a member as row actions.
Members
A member is a guest who joined your programme. They are recognised by email address first, then by phone number, and one record follows them across every venue on your account. Each member has a ten-character member number.
Rewards → Members lists them with a search box (name, email, phone or member number) and filters by tier and by status: Active, Left the programme and Anonymised.
Who can see member details
The Members list and a member's page show names, email addresses and phone numbers, so they need the View guest data permission, the same one that guards Guest Visits. A team member without it can still use the redeem screen, where a lookup shows only the member's name, number and balance.
Click a member to open their page:
- Profile (email, phone, date of birth where collected) and Membership (when they joined, first venue, last venue)
- Points balance, Points, last 12 months, Visits and Rewards available
- Rewards: every reward they hold or have used, with Revoke reward for an unused one. Revoking cancels the reward
- Points ledger: every earn, spend, expiry and correction with a running balance. The full ledger, with filters by reason and date, is described under Reading a member's ledger
Actions on the member page:
| Action | Who | What happens |
|---|---|---|
| Adjust points | Account owner | Add or take away points with a note of at least three characters. Recorded in the ledger and the audit log |
| Resend rewards link | Manage rewards and offers | Emails the member their rewards page again (and texts it when SMS delivery is on). Limited to three sends an hour per member |
| Remove from the programme | Manage rewards and offers | The member stops earning points and receiving rewards. Their record and redemption history are kept |
| Anonymise (GDPR) | Manage team | Scrubs their personal details; see GDPR and consent |
Guests can also leave by themselves from the Leave the programme link on their rewards page.
On the classic dashboard, Rewards → Members offers the same search, the same detail page with the points ledger and rewards underneath, and the same actions, with Adjust points shown to the owner only.
Points and tiers
Every point a member earns or spends is a line in their points ledger, and their balance is the sum of those lines. Points are earned at the venues in your programme in five ways, all priced under Points, value and limits on Rewards → Setup (account owner only).
| How | What is earned | Counted once per |
|---|---|---|
| A WiFi visit | Points per visit, times the venue's earn multiplier | Member, venue and local day |
| Spend on a Toast or Square order | Points per unit spent for each pound, dollar or euro of the settled order, times the venue's earn multiplier and the member's tier multiplier | Order |
| A sale keyed at the till | The same rate, on the bill total staff type under Award points for this sale | Receipt number |
| Joining the programme | Sign-up bonus points | Member |
| Their birthday | Birthday bonus points | Member and calendar year |
Points are always rounded down. Max sale per earn caps the spend counted on one order or sale, and the Daily earn cap caps what one member can earn in a day across all your venues from visits, spend, till sales and staff awards. The sign-up and birthday bonuses are paid outside the daily cap and do not use it up. A member who has left the programme or been anonymised earns nothing.
Points from Toast and Square orders
If a venue in your programme has Toast or Square connected, the orders CaptiFi already matches to your WiFi guests earn points without anyone touching the till.
- An order earns points when the guest it is matched to is a member. The match is the one the integration makes (by email address for Toast, by the Square customer record or email address for Square). The points go to the member linked to that guest, or to the member whose email address or phone number matches
- Only a settled order is credited: a Toast order with a closed date that has not been voided or deleted, or a Square order in the COMPLETED state. An open tab waits for the sync that sees it closed, so the points reflect the final total. The total at that moment stands, and a later change to the order neither adds nor removes points
- Each order is credited once, however many times it is synced
- Toast orders carry no currency, so the venue's programme currency is assumed. A Square order in a currency other than the venue's programme currency earns nothing
- Orders are credited from the moment the venue is in a live programme. Orders synced before then are not credited automatically; ask support if you want them credited
The Spend rows in a member's ledger show the amount counted and its currency. The VIP, Regular and Casual labels on the Toast Spend and Square Spend pages are reporting bands based on total spend and are separate from your programme's tiers.
The birthday bonus
Members with a date of birth on file, collected by the Date of Birth field on your sign-in form, receive Birthday bonus points once a year. The bonus lands at 08:00 on the day, in the local time of the member's home venue: the venue they last visited, else the one they joined at, else the first live venue in your programme. A member born on 29 February is paid on 28 February in a year without one. The ledger row reads Birthday bonus. Set the bonus to 0 and nobody is paid.
The bonus is points only. To send a birthday email or text that carries a reward, use the Birthday trigger in Email Automations or SMS Marketing with an offer attached; see Rewards in your messaging.
Tiers
Tiers group members by how much they have earned in the last 12 months, and can boost what they earn on spend. A programme can have up to five.
- Open Rewards → Setup and scroll to Tiers (up to 5) under Points, value and limits. Only the account owner can edit them
- Click Add a tier and fill in the Name members will see (for example Regular, Silver, Gold), From points (12m) (the points earned in the last 12 months that puts a member in this tier) and the Multiplier (1 for no boost, up to 10)
- Repeat for each tier. Tiers are ranked by their threshold, so the order you add them in does not matter
- Click Save points and limits
On the classic dashboard the Tiers section of Rewards → Setup has the same fields plus a Key and a Colour for each tier, and From points (12 months) as the threshold label.
How a member's tier is decided:
- A member sits in the highest tier whose threshold their points earned in the last 12 months meets. The window rolls: as months drop out of it, the count falls. Points, last 12 months on the member's page is this figure
- Earned means points from visits, Toast and Square orders, till sales, the sign-up and birthday bonuses, other bonuses, points awarded by staff and manual adjustments (an adjustment counts in the direction it was made). Points spent on a catalogue offer, points refunded when a reward is revoked, and expired points do not count, and the points a voided redemption awarded are taken back
- Promotion is immediate: a member's tier is re-checked after every change to their ledger
- A tier is held for 12 months from the day it was reached. During the hold a member can move up but never down; once it lapses, the nightly check (03:30 UK time) drops them to whatever they now qualify for
- The tier multiplier applies to spend points only (Toast and Square orders and till sales), on top of the venue's earn multiplier. Visit points and the bonuses are not multiplied
- If you remove or rename a tier, members who held it are placed afresh at their next check. Removing every tier clears everyone's tier
A member's tier shows in the Tier column and filter on Rewards → Members on both dashboards, beside their name on their member page, on their own rewards page, in the Rewards tier segment condition and in the member_tier field of the reward and points webhooks.
Points expiry
Once a night, at 03:20 UK time, CaptiFi looks for members whose points have gone untouched for Points expire after (months) and writes off their whole balance in one ledger row, Expired, with a note of the date of their last activity.
- Touched means any ledger line other than an expiry (earning, spending or an adjustment), a recorded WiFi visit, or the date they joined. A member who keeps visiting keeps their points even if the visits earn nothing
- The window runs from 1 to 120 months. Left blank, points expire after 12 months; the empty field on my.captifi.io shows the word Never as a placeholder, but a blank field still uses the 12-month rule, and there is no setting that stops points expiring altogether
- Members who have left the programme are included; anonymised members are not
- Nobody is told before their points expire. The Reward about to expire trigger covers issued rewards, not points. To remind members yourself, send a campaign to a segment such as Points balance is more than 0 and Last visit was more than N days ago; see Rewards conditions
Expired points appear on the member's own rewards page as Expired and are totalled in your monthly report.
Manual adjustments
The account owner can add or remove points on a member's page with Adjust points: a positive number adds, a negative number removes, and a reason of at least three characters is required. The change is written to the ledger as Adjusted and to your activity log. An adjustment counts towards the member's tier in the direction it was made, sits outside the daily earn cap, and is never mirrored to Leat.
- Open Rewards → Members and click the member
- Click Adjust points, type the points (for example
50or-50) and the reason - Click Apply. The new balance shows at once and the ledger gains an Adjusted row
On the classic dashboard, Adjust points is an action on the member's view page, shown to the owner only.
Reading a member's ledger
The Points ledger on a member's page lists every line newest first: when, the reason, the points (plus or minus), the balance after it and the venue. The reasons are Visit, Spend, Sign-up bonus, Birthday bonus, Bonus, Awarded by staff (a sale keyed at the till), Expired, Adjusted, a redemption (points spent on a catalogue offer) and a reversal (points taken back when a redemption is voided, or given back when a claimed reward is revoked). The classic dashboard shows the same ledger under the member's view page.
How members see their points
Every member has a rewards page of their own. The link goes out when they join, again with Resend rewards link, and in any email that carries the {{rewards_link}} tag. The page shows their balance as a large number with your unit (points or stamps), a QR code and their member number for the till, a Tier row when they hold one, the rewards they can use with their codes and expiry dates, their activity line by line (each earn as a plus, each spend or expiry as a minus) and their redemptions. A returning guest whose phone is recognised on your splash page also sees their balance there, with a Send my rewards link button.
Running Leat alongside Rewards
If a venue also has the Leat integration connected, the two share the venue like this:
- At a venue that is not in a live programme, Leat works exactly as before: a contact per consenting guest, and Credits per visit added on every consenting sign-in
- Once the venue is ticked and active in a live programme, CaptiFi still creates the Leat contact for every consenting guest but stops adding credits at that venue. The guest earns points in CaptiFi instead, so one visit is never credited twice. The help text under Credits per visit on the Leat card says so
- Tick Leat mirror on the venue's row on Rewards → Setup (Mirror points to Leat on the classic dashboard) and every earn at that venue is pushed to Leat as the same number of credits, on the Leat contact matching the member's email address: visits, spend, till sales, the sign-up and birthday bonuses and staff awards. Adjustments, refunds and expiries are not mirrored, and a member with a phone number and no email address cannot be mirrored
- Open Rewards → Setup and find the venue in the venue table
- Tick Leat mirror on its row
- Click Save venues
Rewards in your monthly report
The monthly PDF report gains a section, headed with your programme's name, for any account with a live programme: members joined in the month and the total, points earned, points redeemed and expired, and one line per venue and currency with the number of redemptions and their face value in that venue's own currency. Nothing is added across currencies.
Redeeming
There are three ways a reward is honoured. All of them go through the same single-use check, so a code can never be used twice however it is presented.
On a staff phone
Any phone or tablet that can open the dashboard will do. Bar staff need the Scan and check in at the door or till permission.
- Open Rewards → Redeem
- Check You are at shows your venue. The choice is remembered on that device, so you set it once
- Ask the guest to open their reward (from the email or text they received)
- Tap Scan QR and point the camera at the QR code on their screen. The button appears when the phone's browser can read barcodes; if it does not, type the code and tap Look up instead. The typed box is always there and accepts the eight-character code with or without the dash, a member number, an email address or a phone number
- Read the card: the offer, its value, the venue and the expiry. If the offer has a minimum spend or you want the sale to earn points, type the bill total in the venue's currency
- Tap Redeem. A green Redeemed screen shows the value to take off the bill and the reference, for example
RDM-7F3K9Q - Tap Redeem another
If you type a member number, email or phone instead of a code, the card shows the member, their points balance and every reward they have available. Tap Redeem on the one they want to use. If you type a shared code such as SUMMER20, the card is labelled Shared code and Redeem code applies it.
The second attempt
When a code has already been used, the screen shows an Already redeemed card with when it was first redeemed, at which venue, how (scan, typed code, PIN, till or manual) and the initial of the staff member, plus the reference. Do not honour it again; this card is what stops a screenshot being used twice. Look up another clears it for the next guest.
Other refusals the card can show:
| Message | Meaning |
|---|---|
| This reward has expired | Past the end of its validity day in the venue's time zone |
| This reward was cancelled | Revoked by staff, or voided when the member was erased |
| This reward is not valid at this venue | The offer is limited to other venues, or you are at a venue that is not in the programme |
| The basket is below the minimum spend | The bill total you typed is under the offer's minimum |
| This reward is locked after too many wrong PIN attempts | Five wrong PINs were typed on the guest's phone. Scan or type the code yourself instead |
| This reward cannot be redeemed by staff scan or code | The offer does not allow this channel; check How it can be redeemed on the offer |
| The offer has reached its redemption limit | A shared code has hit Max redeemed |
| No reward, member or offer matches that code at this venue | Check the venue and the code. Codes never contain the letters I, L, O or U, so read those as 1, 1, 0 and V |
Awarding points for a sale
When you look a member up, the card also has Award points for this sale: type the bill total and the receipt or order number, then tap Award points. The receipt number stops the same sale being keyed twice; keying it again awards nothing and says so. Points follow your Points per unit spent rate, the venue's multiplier, the max sale per earn and the daily cap.
Manager manual
If a guest's phone is dead, look them up by email, phone or member number, tick Manager manual (guest's phone is dead, redeem without a scan), give a reason of at least three characters and tap Redeem. This needs the Manage rewards and offers permission and is listed on the Anomalies report.
Made a mistake?
On the green screen, Made a mistake? Void this redemption asks for a reason and a held press. Voiding needs Manage rewards and offers; see Voiding and restoring for what it does.
On the classic dashboard, Rewards → Redeem works the same way: choose the venue, scan or type, read the card, redeem, and void from the confirmation screen if needed.
A one-page version of these steps for bar and door staff is at Redeeming at the Till.
With a terminal PIN on the guest's phone
For a market trader or a bar with no device of its own. Each trader is a terminal with a six-digit PIN (see Terminals).
- The guest opens their reward page and taps Staff: redeem with PIN
- If the reward is valid at several venues, they pick the one they are at
- The trader types their PIN on the guest's phone, and optionally their initials
- The page turns to Redeemed with the reference and cannot be shown as unused again
The redemption is recorded against that terminal, so it appears on the trader's line of the Settlement report. Five wrong PINs lock that one reward for an hour (other guests are unaffected); the page tells the guest to ask staff to scan it instead.
Use now on the guest's phone
For low-value perks where you would rather not involve staff at all. Switch Let guests tap Use now on their own phone on for the offer; it is off by default and only allowed at or below your programme's Use now cap. The guest taps Use now, the reward is redeemed there and then, and the page shows a five-minute display with the venue name, a live clock and the reference for staff to glance at. Because the redemption happens at the tap, a screenshot shown later is worthless.
Voiding and restoring
Rewards → Redemptions is the log of every redemption at a bar, trader, till or on a guest's own phone. Filter by status, channel, terminal and date range (the last 90 days by default). Totals per currency count completed redemptions only. Each row shows when, the guest, the offer, the value, the venue, the channel, the reference and the status.
| Action | Who | What it does |
|---|---|---|
| Void | Manage rewards and offers | Marks the redemption Voided with your reason (at least three characters). It drops out of the totals and the settlement report, and any points awarded with it are taken back. The reward stays used: voiding is an accounting correction, and it does not hand the guest a second go |
| Restore | Account owner | Reverses a void. The redemption counts again, and if the reward has not expired it is re-opened so the guest can use it. Restores are listed on the Anomalies report |
Both actions use a held button, so a stray tap cannot fire them. The classic dashboard's Rewards → Redemptions has the same filters and actions, with Restore shown to the owner only.
Terminals
A terminal is a bar, trader, kiosk or till that redeems rewards. Terminals give traders their PIN, and they give you a settlement line per party.
- Go to Rewards → Terminals and click New terminal
- Fill in Name (for example "Main bar" or the trader's stall), Venue, Kind (Bar, Trader, Kiosk or Till (POS)), Settlement party (who gets paid back for the discounts this terminal honours) and Contact email (who receives the new PIN each week)
- Choose the PIN rotation: Weekly (every Monday at 06:00 in the venue's time zone, emailed to the contact) or Manual (only when you rotate it yourself)
- Click Create terminal
A panel then shows the Terminal PIN once, with a copy button. Copy it now: you will not see it again on this screen. Hand it to the trader in person or by a channel you trust. The panel also shows a till API key; tills connect through a separate integration that is documented when it is available, and the PIN is what bar and trader staff use.
Row actions:
- Edit the name, kind, settlement party, contact email and rotation
- Reveal PIN. Shows the current PIN to anyone with Manage rewards and offers; every reveal is recorded
- Rotate PIN. Replaces the PIN now and shows the new one once. Guests typing the old PIN are refused from that moment
- Generate new key. Replaces the till key and shows it once
- Deactivate. The PIN and key stop working. The terminal stays in your list and its past redemptions stay in the settlement report
The weekly PIN email
Each rotation emails the new PIN to the terminal's contact address with the subject "New redemption PIN for {terminal name}". A terminal with no contact email is still rotated, and nobody is told, so give every trader terminal a contact.
On the classic dashboard, Rewards → Terminals creates terminals the same way and shows the PIN and key once in a banner at the top of the list after you save.
Reports
Rewards → Overview carries the reports, with a range picker (Last 7 days, Last 30 days, Last 90 days) and four tabs.
Overview
Members, Rewards issued, Redeemed and Redemption rate for the range, rewards issued against redeemed by week, redemptions by channel, redeemed value per currency, and the most recent redemptions.
Exposure
What is outstanding right now: for each venue and currency, the number of issued, unused, unexpired rewards and their face value. An Amount off reward counts at its amount; everything else counts at What it costs you per reward. Below that, points outstanding across all members and, for each currency where you have set what a point costs you, the liability those points represent. Nothing is added across currencies, and the liability is labelled an estimate because it depends on your own figure.
Settlement
Who honoured what in the range, so a trader can be paid against it. One line per venue, terminal and currency, with the settlement party, the number of redemptions, the face value and the discount given. Redemptions made from the staff redeem screen have no terminal and appear as Staff (dashboard).
Settlement CSV downloads the same rows with the columns Venue, Terminal, Settlement party, Currency, Redemptions, Face value, Discount given, From and To. The download needs the Export data permission.
Anomalies
Things worth a second look, from the last 30 days by default:
| Entry | What triggered it |
|---|---|
| Manager manual redemption | A redemption done without a scan, with the reason given |
| Redemption restored | The owner reversed a void |
| Reward locked after wrong PINs | Five wrong PINs were typed on one reward |
| Repeated already-redeemed scans | One staff login or terminal presented codes that were already used three or more times |
| Well above the venue median | A staff login or terminal redeemed more than three times the venue's typical daily count. Needs a few days of activity at the venue before it can judge |
On the classic dashboard the same figures are under Rewards → Reports.
Team permissions
Rewards uses the permissions on your Team page. Every team member of an account with Rewards switched on can open the Rewards pages and see the reports; what they can change depends on the toggles below.
| What | Who can do it |
|---|---|
| Switch Rewards on or off; switch the programme live; edit Points, value and limits; Adjust points; Restore a redemption | Account owner only |
| Set up the programme and venues; create, edit, pause and archive offers; Issue to a guest; Revoke reward; Resend rewards link; remove a member; Void a redemption; create and manage terminals; Reveal PIN | Manage rewards and offers |
| Look up and redeem a code on the Redeem screen; Award points for this sale | Scan and check in at the door or till |
| Manager manual redemption without a scan | Manage rewards and offers |
| See the Members list and a member's details | View guest data |
| Download the Settlement CSV | Export data |
| Anonymise (GDPR) a member | Manage team |
The role presets set these for you: Manager has both Rewards permissions, Marketing has Manage rewards and offers, and Operations has Scan and check in at the door or till. Every member's toggles can still be edited one by one.
GDPR and consent
Joining the programme is a separate consent from marketing. The Join checkbox on your sign-in form is unticked by default and is not linked to the marketing question: a guest can join your rewards and decline your newsletter, or accept your newsletter and skip the rewards. Reward emails and texts are transactional messages the member asked for by joining, so they are sent whether or not the guest opted in to marketing. Campaigns still go only to guests who opted in.
Erasure covers the membership. When you use Delete (GDPR) or Anonymise (GDPR) on the Guest Visits page, the sweep also erases that person's rewards membership on your account. The same erasure runs from Anonymise (GDPR) on a member's page. What is removed: their name, email address, phone number and date of birth, every identifier that linked them to the membership, and the IP address and browser details on their redemptions; every link they were sent stops working; any unused rewards are cancelled. What is kept: their points history and redemption records, stripped of anything personal, so your exposure and settlement figures never change after an erasure.
Guests can leave the programme themselves from their rewards page. Leaving stops points and rewards; it does not erase the record, which you can do on request as above.
Troubleshooting
| Issue | Possible cause | Solution |
|---|---|---|
| No Rewards group in the sidebar | Rewards not switched on, plan below Growth, or the module was switched off | The account owner switches it on under Integrations → Dashboard features |
| A guest joined but got no reward | No offer is set to be given on WiFi sign-in, the offer is a draft or paused, its frequency says they have already had one, or the programme is off | Check the offer's status and How often, and the Programme is live switch on Setup |
| A guest says the Join box was not there | The venue is not in the programme, the programme is off, or the checkbox is hidden in the splash page builder | Add the venue on Setup, switch the programme live, and check the join checkbox setting under Splash Page Builder |
| Reward emails not arriving | The guest gave a phone number only and SMS delivery is off, or a throwaway email address | Switch on Deliver rewards by text to phone-only members, or ask the guest to sign in with a real address |
| Code not found on the Redeem screen | Wrong venue selected, or a mistyped character | Check You are at, then retype. Codes never contain I, L, O or U |
| An Amount off reward reads "not valid at this venue" | The venue trades in a different currency from the offer | Create a copy of the offer in the venue's currency, or use a Percentage off offer, which works at every venue |
| The setup page warns about the time zone | The venue is on the UTC default | Set the venue's time zone under My Locations → Edit site |
| A trader did not get the new PIN | No contact email on the terminal, or rotation set to Manual | Add a contact email and set rotation to Weekly, or use Reveal PIN |
| A Toast or Square order earned no points | The guest is not a member, the order is still open, the venue is not in a live programme, or a Square order is in another currency | Check the member exists and the order has closed; a Square order in a different currency from the venue's programme currency never earns |
| A member has not dropped a tier after a quiet year | The 12-month hold from the day the tier was reached has not lapsed | Nothing to do; the nightly check demotes them once it has |
| A member's points vanished | Their balance went untouched for the expiry window | Read the Expired row in their ledger for the last activity date. The owner can give points back with Adjust points |
| Leat is not receiving credits | The venue is in a live programme, which takes over crediting | Tick Leat mirror on the venue's row on Setup if you want points pushed to Leat as credits |
| A team member cannot redeem | Missing permission | Give them Scan and check in at the door or till on the Team page |
| A team member cannot open a member's details | Missing permission | Give them View guest data |
| Cannot download the settlement CSV | Missing permission | Give them Export data |
Related features
- Redeeming at the Till: the one-page guide for bar and door staff
- Splash Page Builder: the join checkbox and the after-connect screen
- Team Members: the permissions used above
- Rewards in your messaging: offers in campaigns, automations and texts, the merge tags, the reward triggers, segment conditions and webhook events
- Leat Loyalty: running Leat alongside Rewards
- GDPR & Compliance FAQ: consent and erasure questions