Loyalty

Loyalty is a points scheme you run yourself. A customer scans a QR code on a poster, signs up with their name and email, and starts collecting points. When they have enough, they swap those points for a voucher.

The part worth knowing up front: a voucher is a gift card. Not a new kind of thing your staff have to learn — the same code your till already scans. Nothing on the terminal changes.

Turning it on

Loyalty is switched on for you by us. Once it is on, Loyalty appears under CRM in the menu.

You also need gift cards switched on. A reward is issued as a gift card, so without them customers can join and collect points but nobody can claim anything. If gift cards are off, the Loyalty page tells you so at the top.

Finding your way around

Loyalty opens on your list of schemes — a table of every scheme you run, with its status, how many members it has and its sign-up address. Click any row to open that scheme, and the tabs appear across the top. Most venues run one scheme, so the list has a single row and you go straight through it.

Inside a scheme, a picker above the tabs says which one you are looking at, and everything on every tab belongs to that scheme — see Running more than one scheme.

• Overview — how the scheme is doing: how many members, how many points you owe, what has been claimed this month, and a short list of things worth a look.
• Setup — everything that decides how the scheme behaves.
• Tiers — the levels your regulars climb. This tab only appears if tiers are part of your scheme, or if you have built a ladder at some point. On a points-only scheme with no tiers it is not shown.
• Perks — money off, a free item or a message that comes with membership, like 12% off for Gold or £1 off each pint in Golden Hour. This tab appears once we have switched on perks and Loyalty V2 for your venue. See Perks.
• Rewards — what members can spend their points on.
• Challenges — short goals with a prize.
• Happy hours — times when points are worth more, like double points on a Wednesday evening. See Happy hours.
• Members — everyone who has joined.
• Messages — the notices you send members when your scheme terms, points or rewards change, or the scheme closes. This tab appears once we have switched Loyalty V2 on for your venue. See Messages to members.
• Activity — every change to your loyalty settings, when it was made and who made it. This tab appears once we have switched Loyalty V2 on for your venue. See Activity.

Rewards, Challenges, Happy hours and Members are there whatever kind of scheme you run. Points are what a reward is bought with and what a challenge pays out, so they apply to a points-only scheme just as much as any other.

Overview also carries two shortcuts in its top bar: New reward, which is the same form as the one on the Rewards tab, and Enrol page, which opens your public sign-up page exactly as a customer sees it. The sign-up shortcut only appears once you have chosen a sign-up address on Setup.

What the numbers on Overview mean

• Members — everyone who has ever joined, and how many joined this month.
• Points outstanding — every point your members are holding, and roughly what that is worth if they all claimed at your standard reward rate. It is an estimate: your rewards have different prices, so the real figure depends on what people choose. If you have not set a reward rate yet, we say so rather than showing you a zero.
• Claimed this month — how many rewards were taken, and what they were worth.
• Members by tier — how many people sit on each rung. Someone who has not qualified for a tier yet shows as "not placed yet".
• Points earned each week — points collected, not points spent. A week with no sales to members shows as an empty bar.
• New members each day — how many people joined on each of the last 30 days, as a line. Days are your venue's days, so someone who signs up at 11:30pm counts on that day, not the next. Hover over (or tap) a day to see its number; the latest day is always marked.

Members opens your customer list filtered to the scheme, and clicking a member takes you to their customer record rather than a page of their own.

Running more than one scheme

Most venues run one scheme and never think about this. If you run several — a students' union with a chess society, a rowing club and a tennis club, say — each one is genuinely separate: its own members, its own points balances, its own ladder and its own rewards. Points collected in one are not spendable in another.

The Loyalty menu row takes you straight to that list, and Create loyalty scheme at the top right is where you add one. You give it a name and we generate its sign-up web address from that. From inside a scheme you can get back to the list with Manage schemes, above the tabs.

The list has a search box and sortable columns, so a venue running a dozen schemes can find one by name or sign-up address rather than reading down.

Inside a scheme, a picker sits above the tabs. Whatever it says is what every tab is showing you — Overview, Tiers, Rewards, Challenges and Members all follow it. Switching scheme clears any search or page you were on, because a search in one scheme does not mean anything in another.

One scheme is always your default. It is the one people get when they scan a poster with no particular scheme on it, and the one this help page means whenever it says "your scheme". You can move the default to a different scheme from the list — the … menu at the end of its row — and you cannot leave yourself without one.

Two things worth knowing before you name a scheme:

• The web address has to be unique across every venue using Tillable, not just yours. If someone else already has tennis-club, we will tell you when you try to create it and ask for something more specific — "Riverside Tennis Club" rather than "Tennis Club".

• A member can join more than one of your schemes. They collect separately in each, and each scheme's Members tab shows that scheme's balance.

• Each scheme has its own settings, and Setup edits one at a time. The points rate, the sign-up web address, the welcome gift and the tier settings all belong to the scheme named in the picker. Saving Setup changes that scheme and nothing else — your other schemes keep exactly the numbers you gave them. Check the picker before you save if you are moving between schemes.

• Tiers, rewards and challenges belong to a scheme too. Whatever the picker says when you press New tier, New reward or New challenge is the scheme it is created on, and it is the only scheme whose members ever see it. A Gold tier you add to the chess society does not appear on the rowing club's ladder, and nobody in the rowing club is promoted onto it. The same goes for cashing points in: it is a reward on the Rewards tab, so each scheme decides for itself whether to offer it and at what rate.

  If you meant to add something to a different scheme, switch scheme first and add it there — there is no way to move one across afterwards, because the members already on a tier, or part-way through a challenge, belong to the scheme it was created on.

Setting up your scheme

Setup is in six parts, top to bottom. The first thing to choose is what kind of scheme this is:

Points only. Collect points, spend them on rewards. Simplest to explain.

Tiers only. Climb levels and get perks. Nothing to spend — status is the reward.

Points and tiers. Both. Points buy rewards, and spending also climbs the ladder.

This changes which parts of Setup apply to you, and whether the Tiers tab is in the tab bar. It never changes points anybody already holds.

Earning

Points per £1 spent. Ten is a sensible starting point — it makes the numbers big enough to feel worth collecting without being silly.

Only whole pounds earn points. Off unless you turn it on — see Do the pence count? below.

End of the address. The last part of the web address customers land on, for example the-castle. It has to be lowercase letters, numbers and hyphens, and no two venues can have the same one. The full address is shown right under the box, so you can see exactly what customers will open.

The online shop sets the web address itself. This box only chooses the end of it. To give your sign-up page an address of your own, follow the Claim your web address in Online shop link under the box — it opens Online shop → Domain, where you claim it. If you do not have the online shop, the link is not shown; ask us to switch it on.

Two of your own schemes cannot share one either. If you type an address another of your schemes is already using, the save is refused and names the one in the way — "That sign-up page address would take tennis-club, which Tennis Club is already using." Pick a different one and both keep their own address. The same refusal appears when you create a scheme whose name would produce an address already in use, and it counts paused schemes too: an address you have been shown is one you may already have printed.

This matters more than an ordinary clash because these addresses go on printed posters and QR codes. If one scheme could take another's, everyone scanning the older poster would land on the wrong scheme's join form, with nothing to tell either of you it had happened.

If you have claimed a web address of your own — under Online shop → Domain — your sign-up page lives on that address instead, and the poster below uses it. So a venue at thecastle.co.uk hands out thecastle.co.uk/loyalty/tennis-club, not ours. On your own address the end comes from the scheme's name, so the full address under the box does not change as you type. Nothing you have already printed stops working: the old address keeps answering.

Choose the name carefully — it goes on your printed poster, so changing it later means reprinting.

Rewards earn points too. Off unless you turn it on — see Does a reward earn points all over again? below.

What each reward is worth is not set here — every reward has its own price in points, on the Rewards tab. Neither is what points are worth if a member cashes them in without picking a reward: that is a reward too, on the same tab. See Cashing points in below.

Then switch The scheme is live on and press Save.

Do the pence count?

That is up to you, and it is the Only whole pounds earn points switch in the Earning section. Each scheme has its own, so one society can count the pence and another can round down.

Left off (what happens today). The whole bill earns. At ten points per £1 a £4.50 bill collects 45 points.

Switched on. The pence are ignored before the points are worked out, so the same £4.50 bill collects 40 — the customer earns on £4, not on £4.50.

The switch tells you both numbers for your own rate as you look at it, so you never have to work it out.

Does a reward earn points all over again?

That is up to you, and it is the Rewards earn points too switch.

Say a customer has a £5.00 reward and spends £11.20. They pay £5.00 with the reward and £6.20 on their card.

Left off (what we recommend). They collect points on the £6.20 they actually paid, and nothing on the £5.00 the reward covered. You gave them that £5.00 — it does not earn them points a second time.

Switched on. They collect points on the whole £11.20, including the part the reward paid for.

If a reward covers the whole bill and there is nothing left to pay, no points are collected — with the switch on or off.

Your sign-up poster

Once you have saved a web address, a QR code appears. Press Print, put it where customers can see it — tables, the bar, the back of the menu.

The address printed under the QR code is the one it opens. If it is your own — thecastle.co.uk/loyalty/… — it says "This is your own web address." If it is ours, it tells you where to claim one. Claim a domain and reprint, and the poster in your pub carries your name rather than ours.

Anyone who scans it gets your sign-up page. They fill in what you ask for, tick to join, and choose a password. Two more boxes let them say yes to offers by email and by text. Those two start unticked and are up to them: the law does not let joining depend on agreeing to marketing, and a box ticked for them does not count. Anyone who only joins still gets their code, their card and their points by email, because those are part of being a member. We email them a six-digit code; entering it confirms the address and signs them in — they do not have to log in again straight after signing up.

The sign-up page also asks people to confirm they are 18 or over and agree to your scheme terms. You can fill in your venue's details in the terms under More › Legal. It shows a link to your privacy notice under the Join button, and offers texts only once a mobile number is typed. Members who joined before you had terms are asked to agree the next time they open their card or their account; their points work either way.

Their own account page

Once they are in, they land on their account at your own web address — thecastle.co.uk/account. It is where they see their points, their member code, their bookings and their receipts, and where they claim a reward. Setup shows you that exact address at the bottom of On their phone, so you can read it out at the bar. It appears only once you have your own web address; on our shared address there is no such page.

With Loyalty V2 their points page also shows:

• Their perks, in words written from your settings. A tier's badge, like "VIP", heads any message-only perks.
• A banner while a Golden Hour is on, by your venue's clock. It goes away when the window closes.
• "for life" beside their tier when that tier is kept for life and their all-time spend has reached it.
• What is left to keep their tier, or to reach the next one. If the next one is kept for life, the page says so.
• Their goals, with a progress bar and the days left, and any prize they have won, with its use-by date.
• The rewards list. Each reward shows Ready, how many points they still need, or the tier it needs. A ready free item says "just ask at the bar". Rewards they can't get are left off, such as one for a customer tag they don't have.

What you ask people for

Under How people join, tick what somebody has to fill in before they can join this scheme. Each scheme has its own list.

• First name and email address are always required and cannot be turned off. The email address is how we tell one member from another, how the welcome gift stays one per person, and where their card is sent.
• Surname and mobile number are yours to choose.
• Date of birth adds a box to your sign-up page, but it never stops anyone joining: people can leave it blank. Ticking it is also what lets you set up a birthday perk.

Asking for less gets more people signed up; asking for more gets you a way to reach them. Both are set to required to start with.

Your own sign-up page

The page your poster opens is on brand from the start: your logo, your name and your colours from Branding, in the same frame your online ordering and your customers' account pages use. You don't have to set anything for that.

If you want this page to say something of its own, set it in Setup → The page they see: a heading, a line underneath, and — if you like — a page colour and a button colour just for this page. Watch the preview change as you type; the preview is the real page in its real frame, so what you see is what your customers get.

• Your Branding colours are the default. A page colour or button colour you set here only replaces them on this page; leave them blank and the page simply matches the rest of your site.
• We keep it readable for you. Whatever colours you pick, the writing and the buttons are adjusted so they can always be seen — the same way your ordering page does it.
• Your poster doesn't change. The QR code and web address stay exactly the same; only the page behind them looks different.
• It only works on your own web address — claim one in Online shop → Domain.
• Someone already in your scheme who scans the poster again goes straight to their card, not back to the form.
• Someone with an account who joins a second scheme just fills the form with the same email; the scheme is added to the account they already have.

Rewards

Rewards are what members spend their points on. Each one has a picture, a name, a price in points, and what it pays out. Members see them on their phone in the order you put them in, and a reward with a picture gets claimed about twice as often — so it is worth uploading one. Any JPG, PNG or WebP photo up to 30 MB works; a big one is shrunk automatically so it loads quickly on a member's phone.

Item rewards, the Who filters and the over-bill setting are part of Loyalty V2. If your Rewards tab still shows Pays out as with a greyed-out free product, Loyalty V2 is not switched on for your account yet, and everything below about items, tags and the over-bill setting does not apply.

Every reward has a type, chosen in the editor under What do they get?, and the boxes below it change to match:

• A free item. One item, or their pick from a list — a free shot of your choice. You say what it is worth at most: a dearer one gets that much off and the customer pays the difference, so a premium spirit never goes free.
• % off a product or % off a category. 20% off a Sunday roast, 20% off any cocktail. You can cap it at a most-per-item amount.
• £ off a product. £3 off a mixed grill. Never takes an item below £0.
• £ off the bill. A fixed amount for a fixed number of points — £5 off for 500 points. On the till it comes off the bill; on a member's phone it comes as a gift card.
• Cash points in at a rate. Members spend as many points as they like at the rate you set — see Cashing points in just below.

The first four come off one item on the bill. You pick which items under Which items: whole categories, single products, or both, plus an Except list for the ones that should never count (any draught pint, except Guinness). Pick at least one item — an empty list matches nothing, so nobody could use the reward, and we will not save one. At the till staff use the gift tag on the item. Tills need the latest update to offer item rewards; an older till shows them as needing an update.

Free drinks default to 1 a day. If the list includes anything that needs an age check, the limit starts at once per member per day: licensing rules do not allow free drinks as a prize for drinking within 24 hours. You can change it.

Cashing points in

This is a reward now, and you choose whether to offer it. It used to be a rate every scheme had whether you wanted it or not — "1,000 points are worth £5.00" on the Setup tab — which made every other reward pointless: nobody takes a 1,000-point shot worth £4 when the same 1,000 points are £5 off the bill. So it moved to the Rewards tab as a reward of its own type, Cash points in at a rate, and a scheme with none simply does not offer it.

To switch it on, press New reward, name it (most venues call it something like Money off your bill), choose Cash points in at a rate, and fill in "[so many] points are worth [so much]". Members can spend any multiple — 2,000 points for £10, 3,000 for £15. Underneath we show what you have actually built: "a customer spends £100.00 to get £7.50 off — about 8% back", updating as you type. If it looks too generous or too mean, change the numbers before you save.

One rate per scheme. If you already have one live, the type is greyed out on every other reward and names the one that holds it. To change the rate, edit that reward; to stop cashing in altogether, archive it.

There is no per-member limit on a rate — the till does not keep a claim count for cashing in, so a limit could only ever be enforced on the phone. The availability window and the tier gate both work as normal.

If you already had a rate when this changed, it was turned into a live reward called Money off your bill for you, at the same numbers, so your members can carry on exactly as before. A scheme you create from now on starts with none.

On the till this is Money off with points in the Customer panel once a member is on the bill; it comes off the bill as a discount, so it works whether or not you have gift cards. On the member's phone it pays out as a gift card at the same rate, which does need gift cards switched on for your account — the editor tells you if they are not.

The Rewards tab also reminds you what a point costs a customer to earn, so you have the figure in front of you while you price the rewards themselves, and says in one line whether cashing in is on or off for the scheme you are looking at.

For each reward you also choose:

• Points to claim. Zero is allowed, and it is a real choice — a giveaway, or a perk for a tier.
• Tier. "Everyone", or a tier. This tier and above is on by default, so a Silver reward is open to Gold too; switch it off for Silver only.
• Customer tags. Only members carrying every tag you pick — Local, say. Tags come from Customers › Tags.
• Limit. "Once per member per month", and so on. The day, week or month rolls over at midnight UTC, which is 1am here in the summer.
• Available from / until. Leave both empty and it runs all year.
• Status. Draft is invisible to members; live is claimable; archived disappears from their phones but keeps the record of what people already got.

⚠️ If gift cards are not switched on for you, a live money reward cannot actually be claimed — members will still see it and save up for it, and be turned away. We tell you so on the reward and on the rewards list. Ask us to switch gift cards on, or keep the reward as a draft until we have.

Deleting a reward that anybody has claimed, or that a goal gives as its prize, is refused, because the record of what they got has to stay. Archive it instead.

The rewards list shows each reward's points, who can get it, its limit and its status at a glance.

When a reward is worth more than the bill

A £5 reward on a £4.50 bill is never turned away: it covers the bill. At the bottom of the Rewards tab you choose what happens to the rest, for each scheme:

• Give the unused points back (the default). The reward takes only the points the bill used — 450 of its 500.
• Reward is used up. All 500 points go.

This applies to £ off the bill and cashing in. An item reward can never be worth more than its item. Tills need the latest update; an older one still refuses a reward bigger than the bill.

Redemption rules

If your venue has the new till loyalty switched on, a Redemption rules tab sits beside Rewards. It decides which savings can be used together on one bill: member perks, staff discounts, money off with points and items paid with points. Choose Stack everything, Best one per bill, or your own mix, and what the till does when two clash. The rules cover every scheme at the venue. See Redemption rules.

Each reward also gets an On the till section: one per bill, which item goes free when there are several, staff only, a confirm step, and the days and hours the till offers it.

Challenges

A challenge is a short goal with a prize, checked the moment a sale lands — so the prize reaches the customer before they leave.

You set three things: what has to happen (spend £30, earn 500 points, come in 3 times), inside what window (a week, a month, every Tuesday, or a run of days), and what they get. The editor reads the whole thing back to you as a sentence before you save it.

Two of the four prizes we can pay: bonus points, and money as a gift card. The other two are shown greyed out with what they need:

• A free product — not as a goal prize yet.
• Double points for a while — a points boost belongs to a tier today and applies to everybody on it. Boosting one member for a set time is not built.

Two things worth knowing:

• A money target only works if your scheme counts money. If members qualify on visits or points instead, there is no amount to measure a spend challenge against, and we say so before you save rather than after.
• A rolling window can only be finished once. It has no start and end, so there is nothing for "again" to mean. Use a week or a month if you want it to come round.

Pausing a challenge stops it without losing anything. Deleting one also deletes the record of every prize it paid, so the confirmation tells you how many people have taken part.

With Loyalty V2

Once we have switched Loyalty V2 on for your venue, a challenge can do more:

• A free item as the prize. Pick one of your free-item rewards (say "Any takeaway pizza, worth up to £13"), or make one from the link. Set Use within — 30 days by default. Staff see it on the matching item next visit. It is never paid out as cash.
• 1 a month, no roll-over. One prize per member per month (or week). An unused prize does not carry into the next one.
• Who takes part. A tier with and above or only, and customer tags the member must carry — all of them.
• Your venue's clock. "A month" is your venue's calendar month, not midnight in another timezone.
• Refunds count. If a refund takes someone back under the target before they have used their free item, the free item goes. Once used, it stays used.
• A preview shows what a member part-way through sees on their card.

Each scheme's challenges count only for that scheme's members.

Tiers

Tiers are levels your regulars climb — Bronze, Silver, Gold — and each one can pay points faster than the last.

On Setup you choose what members qualify on (money spent, points earned or visits), how far back it counts, and how much grace somebody gets before they slip back down. On Tiers you build the ladder itself.

Build the rungs one at a time with New tier, in any order you like. Each one needs a name and what it takes to get in; you can add as many as your ladder needs. Two levels on the same scheme cannot share a name — if you reuse one we say so and name it — but a level called Gold on your chess society and another called Gold on your rowing club are two different things and both are fine.

Your ladder is always listed and summarised top rung first, by what it takes to get in, whichever order you happened to build them in.

The Tiers tab appears once your scheme is saved as Tiers only or Points and tiers. Picking it is not enough on its own — until you save, Setup tells you so rather than offering a link that would bounce you back.

If you run several schemes, every link in Loyalty stays on the scheme you are looking at. Opening the ladder, or a new reward, from your chess society's pages works on the chess society, never on whichever scheme happens to be your default.

If your scheme is set to Points only and you still have tiers, the Tiers tab stays where it is — a ladder you built is always something you can get back to, review and delete. The page tells you the scheme is set to Points only, and that the ladder is dormant: nobody climbs it and no tier multiplier is applied, but nothing is deleted and switching the scheme back brings it all straight back.

Editing a level is the one place we make you stop and look. Raising what it takes to get in demotes members who no longer qualify, and we tell you how many before you save. They keep every point they have and drop to the level they do qualify for, after the grace period you set.

Other ways onto a level

Spend (or points, or visits) is the normal way in. If your venue has the newer loyalty features switched on (ask us), a level's own page also lets you add these:

• Customers tagged … — pick one of your customer tags, like Local. Anyone with that tag is on this level at least, for as long as they have the tag. Take the tag off and they go back to the level their spending earns. Only the owner or a manager can choose the tag, and only they can add it to, or remove it from, a customer — every time it happens we keep a record of who did it.
• Keep for life once reached — once a member's total spend since they joined reaches this level, they never drop below it, whatever the last 12 months look like. If a refund takes their total back under it, they can drop. A tag never counts towards this.
• Badge — a short word like VIP that staff and the member see next to the level.

When you change any of these, the page tells you before you save how many members keep the level for life, how many move up and how many no longer qualify. Setup lists how long each level lasts: the last 12 months (or the window you chose), or for life.

With those features on, tips never earn points and never count towards a level. That applies to every sale from the day they were switched on; earlier sales are left as they were.

Each level sets how fast its members earn — double points, triple points. The wording a member sees is written from that setting, never typed by you, so a member's card can never promise something the till will not do. Discounts on particular products or categories, a free item on the day somebody joins, and a free item on their birthday are perks: ask us to switch them on for your venue, then set them up under Tiers (or Perks). On a till with the September 2026 app update a perk comes off the bill by itself, as its own line in the level's own words, before any staff discount or points the operator applies. A till on an older version never asks for a perk, so a member on that till sees nothing come off — the fix is the app update, not a setting.

Perks

A perk is something a member gets without asking: it comes off their bill by itself. On the Perks tab, pick what they get. £ off each, Message only, "and above", the except list and set times are part of Loyalty V2 — ask us to switch it on. Without it you can still give a % off or a free item, as before.

• % off the items you choose, up to a limit a bill.
• £ off each item, like £1 off every draught pint. It never takes more off an item than the item costs, so a 50p mixer gets at most 50p off. Set how many items a bill it covers, or the most it can take off a bill, or both.
• Free item, the cheapest matching one on the bill.
• Message only, like an invite to your members' party. Nothing comes off a bill; members see it on their card and staff see it on the till.

Who: everybody, one tier, or a tier and above. "Silver and above" is one perk, so Gold and Diamond get it too without a copy each.

Except: leave out items, even inside a category you picked. "Draught, except Guinness."

When: turn on Only at set times for a Golden Hour: pick the days and a start and end time (it can run past midnight), and the dates it runs between. It goes by when the drink was rung in, so a tab paid after the window closes keeps its Golden Hour prices.

One perk per item. If a member has two perks that both cover an item, the item gets the better deal, never both. Gold's 12% might go on the wine while Golden Hour takes £1 off each pint on the same bill.

Welcome gift

A welcome gift is given once, the first time somebody joins — some bonus points, a reward straight away, or both. It is a row on Setup, not a tab of its own: switch it on, tick what you want to give, fill in the numbers, and press Save once. It all saves together with the rest of the page.

A reward straight away needs a reward to give. Until you have one paid as money on the Rewards tab, that option is greyed out and says so. It used to let you tick it and then quietly untick itself when you saved, which told you nothing.

One gift per person, ever. It is matched on their email address rather than on their customer record, so somebody who leaves and rejoins, or who ends up with two records, still only gets one.

It arrives the moment they confirm their email. When somebody joins through your poster, we email them a six-digit code; typing it in signs them in, and that is when the gift lands — not before, so a made-up address never gets one. They see it straight away on the "You're in" screen, where their card appears. On Setup you can see how many welcome gifts have been given, and since when.

If a welcome gift ever couldn't be given — say the reward it gives was switched off, or gift cards are off — Setup shows a Last problem line with the date and what to change. It clears by itself once a gift goes through again. If it says the problem was on our side, there's nothing for you to change.

Points for adding the card to their phone

Give members some points for adding their loyalty card to Apple Wallet or Google Wallet — it is the card they will then show you at the till. Set the number in Setup → On their phone → Points for adding the card. Leave it at 0 to give nothing.

Straight after joining, members see their card and a line saying, for example, "+50 points for tapping Add to Wallet" — Setup shows you that exact sentence as you type the number.

• Once per member, ever, matched on their email address like the welcome gift. Tapping again, or from a second phone, gives nothing more.
• It is given when they tap the button, not when the card is safely in their phone — Google does not tell us, and Apple tells us late or not at all. So someone who taps and then cancels still gets the points. That is why the line says for tapping.
• It never moves anybody up a tier. Like the welcome gift, it is a present, not money they spent.
• It only appears when wallet cards are switched on for you, and only on a phone that can take the card.

Setup also tells you what each phone needs from you. Apple Wallet needs nothing. Google Wallet needs your logo — Google won't make a card without one — so if it's missing, Setup links you straight to Branding to add it.

Members

Members is your customer list with one filter pinned. The same people, the same search, the same columns you see under Customers — showing only the ones who have joined the scheme. Nothing about a member is kept anywhere else.

At the top it tells you how many of your customers are members. You can search by name, email or phone, narrow to a segment, a tier or one of your customer tags — pick Student to see just your student members — and sort by any of the column headings that offer it.

Each member has a tick box too. Tick the people you want, then use Add tag or Remove tag in the bar at the bottom, exactly as on Customers. Ticks stay while you search.

The pinned filter is shown, not hidden, with a link to Open in Customers — that is the same list with the filter taken off.

Someone who has just joined and collected nothing is still a member. Their tier shows as Not worked out yet until they next collect points — that is not the same as having no tier, and we do not guess.

Downloading your members

Once Loyalty V2 is on for your venue, the owner and managers see a Download button above the Members list. It saves the list you are looking at, every page of it, as a spreadsheet: name, email, phone, points, tier, segment, visits, last seen and tags. Search, segment, tier and tag filters carry into the file, so pick Student first to download just your student members.

Other team members do not see the button, and the download is refused for them if they try. Every download is recorded in Activity with who took it and how many members it held.

Activity

Activity lists every change to your loyalty settings: a scheme, a tier, a perk, a reward, a challenge or a happy hour added, changed or deleted, plus every members download. Each line says what changed, from what to what, when, and who did it. A change we made for you shows as Tillable.

It covers all your schemes at once. If you run more than one, each line names the scheme. Use the search box to find a change or a person, and Export to save the list as a spreadsheet.

Nobody on your team can edit or remove a line.

Moving somebody to another scheme

Somebody joined the wrong society, or they have changed which one they belong to. On Members, each row has a Move button. Pick the scheme they are going to, and they are moved — they keep their points, and their card keeps working.

The Move button only appears when you are running more than one scheme, because with one scheme there is nowhere to move anybody to.

Nothing is backdated. If the scheme they are moving to gives double points on Wednesdays, they do not get extra points for the Wednesdays they spent in the old one. What they earned, they earned where they earned it.

A few other things happen quietly, and are worth knowing:

• Their card still works. The card in their pocket, their QR code and their wallet pass all follow them to the new scheme. Nothing needs reprinting.
• Their old membership is kept, not deleted. Their history at the old scheme stays where it is.
• They cannot use a move to claim a reward twice. If they had already used their one-a-month reward, moving away and back does not give them another, and a challenge they had already completed this month does not reset.
• They arrive with no tier. Tiers are earned by spending at that scheme, so they start fresh there and climb again.
• There is a limit. You can move the same person up to three times in a month. That is a safety net, not a rule about how you run your societies — if you genuinely need more, get in touch.

If a move is refused, the message says why in plain words. The one worth explaining: if their points stand for less spending than a single point in the scheme they are moving to, we refuse rather than move them and leave them with nothing. Check the two schemes' points-per-£1 on Setup.

A member's page

Click anyone and you go to their customer record — the same page you reach from Customers, with a loyalty panel and their full history on it. There is no separate member page to keep track of.

The loyalty panel shows their balance, their tier, how far they are from the next one, when they joined, their member code, and which of your schemes all of that is about.

Someone can belong to more than one of your schemes. The panel is about one membership at a time, and it says so in words when there are others: "Member of 3 loyalty schemes. Everything here is their Chess Club membership. They are also in Rowing and Film Society." The one on show is your default scheme where they are in it — the same one named beside them on the customer list.

Underneath, Everything, newest first puts their whole history in one list: points collected and claimed, rewards taken, prizes won, tables booked and gift cards bought. Switch it to Points only if that is all you want to see.

Changing someone's points by hand

Open the member (Loyalty → Members, then click their name). In the Loyalty box, press Add or take away points, choose whether you are adding or taking away, type how many, and say why. You have to give a reason — it is saved against them permanently, shows in their points history, and cannot be edited afterwards.

Use it for a goodwill gesture, or to put right a visit that did not get counted.

You cannot take someone below zero. If you try, we tell you and nothing changes.

How customers collect points

Points are collected four ways:

• Online, automatically, when they order and pay using the same email address they signed up with.
• At the till, when your staff add them to the sale. Tap Add loyalty on the bill, the cart or the keypad, then scan their loyalty card or wallet pass (on the tablet's camera or on the card machine), type their code, or search their name. You can add them right after they've paid and the points still count. Adding them twice never counts twice.
• From a booking, when the guest who booked is a member. Their tab picks them up, so the points land without anyone tapping anything.
• By you, using the manual control above.

A sale only earns points when a member is on it. Paying by card alone does not identify the customer. Adding someone at the till needs an internet connection. See Taking payment on the till.

Claiming a reward

From their member card, a customer with enough points presses claim. Their points come off and they get a voucher as a QR code, by email and on the card.

Your staff scan that voucher at the till exactly like any other gift card — there is nothing new to learn and nothing to install.

Things worth knowing

• Switching the scheme off does not delete anything. The sign-up page closes and no new points are collected, but existing balances stay.
• Changing your earn rate does not change points already collected. New rates apply from that moment on.
• Points do not expire in this version.
• Refunds do not take points back in this version. If a customer is refunded, the points from that sale stay with them — take them off by hand if you need to.
• Signing up twice with the same email does not create a second membership. It sends the member card link again, which is what a customer who has lost the email should do.

Related

• Rewards on the till — the gift tag staff tap on a bill line (Loyalty V2)
• Redemption rules — which savings combine on one bill
• Gift cards
• Customers
• Match review