Support

Talk to us

Email support@neoloyal.com. We answer within one working day, and usually sooner.

Tell us the name of your business and, if something went wrong at the counter, roughly when it happened. That is enough for us to find it.

The things people ask about most

Delete your account

In the NeoLoyal Business app: More → Account → Delete your account. On the web: Dashboard → Account → Delete your account. It is permanent.

If you are the only owner of a business, make somebody else an owner or close the business first — otherwise deleting your account would take your colleagues' work with it, and we refuse rather than let that happen quietly.

A customer wants their loyalty record deleted

Their record belongs to your business, so you can remove it yourself fromCustomers on the dashboard. If you would rather we did it, email us from the address on the account.

Add a member of staff

Dashboard → Team → Invite. They get a link, create an account, and appear at your counter with only the permissions you gave them.

The scanner will not open the camera

The app asks for camera permission the first time you scan. If it was declined, iOS and Android will not ask again from inside the app — the Scan tab links straight to the system setting. There is always a keypad fallback: Enter code on the scanner screen takes the customer's code by hand.

Stamps taken while the shop was offline

They are held on the device and sent when the connection returns; the scanner says so while it is holding them. Redemptions and queue approvals are not held offline on purpose — a voucher spent twice is money, so those wait for a connection rather than reporting a success that has not happened.

Change your plan

Dashboard → Settings → Plan and billing, on the web. Billing lives on the dashboard rather than in the counter app.

Not receiving notifications

Check More → Notifications in the app. If the switch is on but nothing arrives, the operating system's own permission was probably revoked; that screen links to the system setting.

Security

Found a vulnerability? Email support@neoloyal.comwith the details and how to reproduce it. Please give us a reasonable window to fix it before publishing.

Also useful

• Privacy policy — what we collect and how to get it deleted.
• Terms of service — the agreement itself.
• Questions and answers — how the product works.
• Guides — running a loyalty programme well.