A customer says their card will not load
Almost every "card will not load" report comes down to one of four things. Walk through them in order and you will solve 95% of cases at the counter.
1. Are they on Wi-Fi or cellular?
Public Wi-Fi networks (especially ones with a sign-in page) often block our backend. Ask the customer to turn Wi-Fi off and try on cellular data. If the card loads, it was the network — not the platform.
2. Are they using a private/incognito tab?
Stamp cards live in browser local storage. A private tab clears that storage on close, so each visit starts as a brand-new customer with zero stamps. Ask them to open the QR in a normal (non-private) tab — their old card will still be there if they used the same browser before.
3. Did they switch devices or browsers?
A card belongs to a (browser, device) pair, not to an email address. If the customer last visited on their iPhone Safari and is now on their work laptop's Chrome, those are two separate cards. Issue them a stamp on the new device — within a couple of visits the new card will be just as full as the old one — or have them open the link on their original device.
4. Is your shop URL still correct?
If you changed your shop slug recently, old printed QRs may point at a 404. Re-print the QR from Settings → QR code. Old QRs you have already handed out will keep working — we 301-redirect retired slugs for 12 months.
When none of the above works
If the card still will not load on cellular, in a normal tab, on a fresh device, with a fresh QR — it is on us. Send the customer's email and the time of the attempt to support and we will check the request logs.
Related
- Share your QR code — re-printing and re-sharing.
- How stamps work — what happens behind the scenes.
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