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Troubleshooting & FAQs

Q: The customer didn't receive a notification when their points updated. Why?

A:

  • Check Push Settings: Ensure "Push Notifications" was toggled ON in the Technical Settings of the template.

  • Device Permissions: The customer must have "Allow Notifications" enabled for the Apple or Google Wallet app in their phone settings.

Q: The barcode isn't scanning at the Point of Sale (POS).

A:

  • Screen Brightness: Ask the customer to increase their phone brightness.

  • Code Type: If you are using a 1D Barcode and it fails, try switching the template to a QR Code, which is generally more reliable for modern 2D scanners.

Q: I get an error saying "A loyalty pass template already exists."

A:

  • The Rule: OptCulture allows only one active template per pass type (Loyalty, Coupon, Gift).

  • The Fix: Navigate to your existing templates and either edit the current one or deactivate/delete it before creating a new one.

Q: Can I change the design of a pass after a customer has already added it to their phone?

A: Yes! One of the biggest advantages of Digital Wallets is that any changes you save to the template will automatically "push" to every customer’s phone who already holds that pass.

Q: Does this work on both iPhone and Android?

A: Absolutely. While the layout differs slightly (e.g., Apple has "Back Fields" and Google displays headers differently), OptCulture handles the heavy lifting to ensure the data displays correctly on both platforms.

Do customers need to download an app?

A: No. Apple Wallet is pre-installed on iPhones, and Google Wallet is standard on most Android devices. Customers simply click a link and tap "Add."

How close does a customer need to be for the "Nearby Store" notification to work?

A: The notification typically triggers within a 30 KM radius of the store's coordinates, provided the customer has enabled Location Services for their Wallet app.

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