Troubleshooting common problems

The most common causes:

• Screen brightness too low — increase brightness on the member's phone.
• Dirty or scratched screen — the member should clean their screen or try a different angle.
• QR code printed too small — re-print at a larger size. The scanner needs a minimum QR module size.
• Phone screen has a protective privacy filter — these can reduce scan reliability.
• Direct sunlight on the phone screen — move to shade or use the counter scanner's brightness boost if available.

If the scanner consistently fails, the café staff can also check in the member manually from Dashboard → Members → [member name] → Manual check-in.

Check that the member has not already checked in today. Each member can only check in once per calendar day. The scanner will show an 'Already checked in today' message if this is the case.

If this isn't the cause, refresh the member's profile in the dashboard. If points still don't appear, check that the café's loyalty settings have a points-per-checkin value greater than 0.

As a last resort, check the Recent Activity feed on the Overview page to see if the check-in was recorded at all. If it was not recorded, re-scan the QR code.

Only the most recently scanned QR code is registered. If you accidentally scanned the wrong member's code, rescan the correct member's code — this will correct the record. Points cannot be manually moved between members in this version; contact Klicktify support if you need an adjustment.

If a member can't sign in to their Klicktify wallet:

• Make sure they are using the correct contact method (phone or email) — the sign-in field accepts both.
• Try the Forgot password flow on the sign-in page.
• If they don't have access to the email or phone on file, the café owner can verify their identity and help from the Members section.
• If two-factor authentication is enabled and they can't receive the code, the café owner can disable 2FA from their account settings.

Members can find all their cafés at klicktify.com/h/cafes. If a café is not appearing in their list, they may not have joined it yet — they need to scan the café's QR code to join.

If a café has been removed from Klicktify, its storefront and all memberships are deleted. There's no way to recover a café that has been removed.

Rewards fail to claim for one of three reasons:

• Insufficient points: the member needs more points. They can see their current balance in their wallet.
• Out of stock: the café has run out of this reward. The member must wait for the café to restock.
• Reward deactivated: the café owner has turned off this reward. It will reappear if the owner reactivates it.

If the dashboard is slow or won't load, try: refreshing the page, clearing the browser cache, trying a different browser. If the problem persists, check status.klicktify.com to see if there is a known outage.

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