Support

Help with Your Loyalty Wallet — for customers and shop owners.

Contact us

We usually reply within one business day (Mon–Fri).

You can also reach us from inside the app: open Profile → Help & support and send a message — replies arrive in your email inbox.

Account & data

Delete your account

You can permanently delete your account from inside the app at any time:

Customer: Profile → Delete account.
Shop owner: Profile → Delete account. This also removes every shop, menu, photo, and customer record tied to your owner account.

Deletion is immediate and irreversible — stamps, rewards, history, and uploads are all removed. If you can't sign in to delete your own account, email yourloyaltywallet@gmail.com from the address tied to the account and we'll process the deletion within 7 days.

You can also use Apple's standard account-deletion path on iOS: Settings → Apple ID → Sign-In & Security → Apps using Apple ID → Your Loyalty Wallet → Stop Using Apple ID, then ask us to delete the underlying account by emailing the support address above.

Download your data

From Profile → Download my data you can request a self-serve export of every record we hold for your account. We package the data into a ZIP archive (one JSON file per table, with a README) and email you a single-use download link valid for 24 hours. To prevent abuse, we allow one export per 24 hours.

For full details of what's included, see the Privacy Policy.

Subscriptions (shop owners)

Customers never pay. Owner subscriptions (Growth, Pro, Enterprise) are billed monthly through Stripe.

Manage or cancel: in the business portal, open Settings → Billing → Manage subscription. This opens the Stripe customer portal, where you can change plan, update your payment method, download invoices, or cancel.
Refunds: email yourloyaltywallet@gmail.com within 14 days of the charge and we'll refund pro-rata, no questions asked.
Cancelling keeps your subscription active until the end of the current billing period; your shop drops back to the free tier after that.

Report abuse or a safety concern

If you've encountered abusive content, a fraudulent shop, or any safety issue inside the app, email yourloyaltywallet@gmail.com with the words "Report abuse" in the subject line. Include a screenshot and the shop name or user handle if you can. We aim to respond to abuse reports within 24 hours and act on confirmed reports within 72 hours.

Frequently asked questions

I lost my stamps after reinstalling the app — where did they go?

Stamps live on your account, not the device. Sign in with the same email you originally used and every card, stamp, and reward will reappear. If you signed up with Apple or Google, use the same option on the sign-in screen. Email us if you need help recovering the right account.

The shop says they stamped me but my card didn't update.

Pull down on the wallet screen to refresh. If the stamp still isn't there, the scan may not have registered — ask the shop to scan again. If it keeps happening at one specific shop, email us with the shop name and the rough time of the visit and we'll investigate.

How do I change the email address on my account?

Open Profile → Account & security → Change email. We'll send a verification link to the new address; click it within 24 hours to confirm the change. Until you confirm, your old email keeps working for sign-in.

I'm a shop owner — how do I get my join QR code?

In the business portal or owner mobile app, open the shop, then Customise card → Join QR. You can download a print-ready PNG (with or without your logo and brand colour, depending on your plan) and tape it to the counter. Customers scan it once with the wallet app to join your stamp programme.

Is my data shared with anyone?

We never sell or trade personal information. When you join a shop's loyalty programme, that shop's owner can see your profile details (your display name, and your email and phone number if you've added them) together with your stamp and reward activity at their shop — this is how they recognise and reward their regulars. They can also export their own customer list. Shops never see your activity at other shops, and nobody outside the shops you've joined gets your details. Full detail is in our Privacy Policy.