Customer Portal Guide

Customer Portal Guide

The Customer Portal is a branded, app-less web experience where your customers can check their loyalty status, download wallet passes, and manage their preferences — all without installing anything.

💡 Tip: The portal works on any device with a web browser. No app download required — customers simply click a link.

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Accessing the Portal

Each customer gets a unique portal URL based on their barcode ID:

https://yoursite.com/my-loyalty/{barcodeId}

Customers can reach their portal in several ways:

1. Clicking the link in their welcome email
2. Scanning the QR code on your poster or receipt
3. Clicking a magic link from a marketing campaign
4. Typing their barcode URL directly in a browser

💡 Tip: You don't need to share portal URLs manually. They're automatically included in welcome emails and marketing campaigns.

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Email Verification

For security, customers must verify their identity before accessing the portal.

How It Works

1. The customer sees a verification screen with their masked email
2. They tap Send Verification Code
3. A 6-digit code arrives in their inbox within seconds
4. They enter the code on the portal
5. A 30-day session is created automatically

During the 30-day session, customers can return to their portal without re-verifying. After it expires, they'll simply verify again.

💡 Tip: Magic links in emails skip verification entirely — customers land directly in their authenticated portal with one click.

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Points Balance

If your loyalty program uses points, customers see a clear summary of their status:

• Current points balance — How many points are available to spend
• Progress bar — Visual progress toward the next reward threshold
• Total earned — Lifetime points accumulated across all visits
• Total redeemed — Points already spent on rewards

📝 Note: Points update in real time. When staff award points via the dashboard or POS, customers see the change immediately on their portal.

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Punch Cards

If your program uses punch cards, each active card is displayed with visual progress:

• A visual grid showing filled and empty punch slots
• The reward description (what they earn when the card is full)
• Current progress (e.g., "6 of 9 punches")
• Any available rewards ready to redeem

Customers can have multiple active punch cards if you've configured more than one punch card rule.

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Welcome Offer

If you've configured a welcome offer, the portal shows its current status:

• Available — The offer is ready to use, showing description and expiry countdown
• Redeemed — Confirmation that the offer was used, with the redemption date
• Expired — The offer window has passed

⚠️ Warning: Once a welcome offer expires, it cannot be extended. Set your expiry period carefully in Rewards Settings.

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Digital Wallet Passes

The portal provides buttons for customers to add their loyalty card to their phone's digital wallet:

• Apple Wallet — For iPhone users, generates and installs a .pkpass file
• Google Wallet — For Android users, creates a Google Wallet loyalty object
• Download Card Image — For any device, saves a PNG of the loyalty card

💡 Tip: Wallet passes support push notifications and proximity alerts. When customers add your card to their wallet, you can send them updates that appear on their lock screen.

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Marketing Consent

Customers can manage their communication preferences with simple toggles:

• Email marketing — Opt in or out of promotional emails
• SMS marketing — Opt in or out of text messages
• Push notifications — Opt in or out of wallet pass push messages

Changes take effect immediately. Every toggle change is timestamped and recorded for GDPR/privacy compliance.

🔑 Important: Consent preferences are respected across all marketing channels. If a customer opts out of email, they won't receive email campaigns even if they match a segment filter.

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Claims History

If self-service claims are enabled, customers can view their submission history:

• Claim date and current status (pending, approved, rejected)
• Points or punches awarded (for approved claims)
• Invoice details they submitted as proof

📝 Note: Self-service claims require approval by staff before points or punches are awarded, unless you've configured auto-approval in your Rewards Settings.

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Customization

The portal automatically uses your organization's branding:

• Logo — Displayed at the top of every portal page
• Brand colors — Applied to buttons, progress bars, and accents
• Organization name — Shown in the header

All branding is pulled from your organization settings configured during onboarding. To update it, visit Organization Settings in your dashboard.