Please have a look at our Frequently Asked Questions below. If they do not address a question or issues you may have with our application, please send us an email to support@pointwards.ca or you can click on the message icon on the bottom right to leave us a message or start a chat session through this website.
Frequently Asked Questions (FAQ)
I would like to see different functionality (or additional functionality). How can I let you know?
If you have any suggestions or if you think there are confusing aspects of the application feel free to open a chat window and leave us a message or send us an email to support@pointwards.ca
If I don’t have to create an account when I collect points, how can I transfer my points if I change my smartphone?
We recommend enabling profile recovery using the top-left menu. In this way, if you ever lose your phone or get a new one you will be able to recover your profile in your new phone using your email address (even if you lost the old phone). However, if you lost your phone and you did not enable profile recovery, your profile is lost forever. We cannot recover it.
What can I do if I no longer want to have my email associated with the profile in my phone?
You can disable recovery profile and we will no longer associate that account with the profile in that phone. However, keep in mind that any points in that account will be lost if you lose access to your phone or in the event of a technical issue.
How long are points valid?
Information such as points, rewards, and specials you have collected and are not used are removed after one year (due to our data retention policies). As a result, your points will no longer be stored (and therefore you cannot use them) after a year passes after the day you collected them. Only points that are older than one year are removed. For instance, if you acquired 1 point a year ago, and 90 points yesterday. You will lose only one point after a year and the 90 will remain in your account.
I am seeing “Please go to settings and enable NFC scanning on your phone. This is required to scan the card”. What should I do?
A vendor must tap a card on your phone to give you points, rewards, etc. Our applications uses a technology called NFC (available in smart phones), and in some cases in Android phones it must be enabled by the customer. This can be done by opening the Settings application on your Android device and going into Connected Devices, More, or Connection Preferences and then enable NFC.
I have seen NFC mentioned along with Apple Pay or Payment Methods, does the Pointwards smartphone application read my payment information when a business taps my phone?
No. When you use the Pointwards smartphone application it will not access any payment information you have stored in your phone. It will interact with the card from the business to assign you points, rewards or specials.
I am seeing “There was a code sent on ___. Please wait before trying again” when I attempt to load my Customer or Business profile. What should I do?
For security reasons, we only send a limited number of validation codes to emails registered in our platform. So, if you are seeing this message you should wait 2 or 3 minutes before trying again.
I am seeing “It seems you were away for a while. Please tap Continue and we will make sure the app reloads”. What should I do?
You can just tap Continue, and the app should reload. If it does not, you can restart it. This is a security feature where we invalidate sessions after significant time has passed.
I am a business operating my loyalty program with pointwards. How accurate are the real-time metrics provided about my business?
The business metrics we provide are only based on the customer interactions visible to our application: when a customer gets points, when you give them rewards, or specials. As such, metrics visible in the application depend on the number of customers that actually use the application. In other words, sales you perform when customers do not use Pointwards are not visible to us.
If you base the business metrics on points, rewards and specials why do I see metrics related to Purchases as a business owner?
We use an approximation of a business transaction we call a “Purchase”. A Purchase is created when points are given to a customer (unless a Purchase has been created less than an hour ago). For instance, if Alice came for the first time at 10 am and got a point, and later got another point at 10:50 on the same day, both points would be associated with a single purchase. If she came back at 3 pm the same day, a different purchase would be created. We expect our approach is valid for most businesses unless it is common for you to give points to customers after an hour charge them once.
How far back in time can I see my business insights?
Information related to customer’s interaction with your store (points, rewards, and specials) is automatically removed after one year. As a result, you will be able to see insights up to 12 months before. However, if you feel you would benefit if you had older information (or more information of any kind) feel free to chat with us through the website, or to send us an email to support@pointwards.ca . We are always looking forward to hearing suggestions.
Can my business metrics change even though they are from previous periods (e.g., last month)?
For privacy reasons, we must allow customers to remove their profile completely from the platform. As a result, in the unlikely event that some of your customers deleted their profile from our platform their points, rewards, and specials will be deleted too. This will affect your metrics in the past.
As a business, do I have to scan the QR code that comes on the customer’s phone when they get a point, a reward or a special?
You don’t have to; however, we built it to help you verify the transaction (points, rewards, etc) if you feel you need to verify the transaction.
The QR Code screen shown will have a purple area when the transaction just took place (within a minute). Afterward, the screen will have a pink area to show that you are looking at an older transaction. Additionally, if you want to perform an additional validation you can scan your customer’s phone with a camera and a website will open a secure connection to our website starting with “view.pointwards.ca” where you will see the same information as shown in the phone (with the same colour).
We are constantly experimenting, so if you feel this feature is confusing please send us a message in the chat or email us to support@pointwards.ca to let us know.