Branded Rewards Apps - Common Issues

This guide covers common issues customers encounter with the branded rewards app and how to resolve them

Cannot Sign Into App

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A customer has an existing account in our store system but can't log in to the app.

Signing up on the in-store TapMango tablet doesn't automatically create an app account - customers still need to register in the app before logging in. 

For their rewards data to carry over, they must use the same phone number and email they registered with in-store.

Duplicate Accounts

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A customer accidentally created two accounts - one in-store and one in the app. How do I merge them?

Duplicate accounts are a common customer mistake. This usually happens when they sign up with different emails or phone numbers on the app vs. the tablet.

To resolve this, you can merge the two accounts together:

① Navigate to Portal > Customers > Customer List.

② Find the account that is registered with the app. This will be the main account you want to remain open. You can determine which account is registered on the app by checking the App Installed field on their profile.

③ Scroll to the bottom of the profile and click the green Merge button.

④ Enter the email or phone number of the customer's second account into the search field and select it.

Note: If searching by phone number, remove any brackets or dashes in the number or you may not be able to pull up the account.

⑤ The old account (that you looked up from "Merge") will close and all points and vouchers will be added to the app account you were merging from. Once the merge is complete, review the customer's information to ensure the email and phone number are correct.

Account Won't Update

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A customer made a purchase in-store, but the points aren't reflected on the app. After confirming that the customer checked in to the tablet at the time of transaction (from Portal > Customer List), there are a few possible reasons that their points aren't updating on the app.

Cause 1: App data needs to be refreshed

Customers can reload their app with the following steps to update their data:

① Open the app and go to the home tab.

② Place your finger anywhere on the screen and drag down.

③ When you see the refreshing icon at the top of the page, let go.

Cause 2: They have one account in store and another account on the app

Confirm what email or phone number they used to sign up with and get a screenshot of the customer profile page (More > Settings) to make sure they didn't create duplicate accounts by mistake (mistyping, etc.).

Cause 3: They downloaded the wrong app

Make sure they downloaded your branded rewards app and not the generic TapMango app (see below images). You can confirm this by either looking at their app in store, or asking them to send you a screenshot of their app icon.

Still Having Issues?

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If you've worked through these causes and the issue persists, reach out to our support team and we'll help you investigate further.

Additional Questions?

As always, if you have any additional questions that aren't covered in this guide do not hesitate to contact us and we'll be happy to help.