Common Issues and Solutions

This article covers the most frequently encountered issues in Cockato and their solutions. For urgent assistance, use the in-app support widget.

Signup and Registration

Customer says they didn't receive the verification email:

• Check the spam/junk folder
• Verify the email address was entered correctly during signup
• Use Customer Management to manually resend the verification email

Customer already exists error during signup:

• The email is already registered with your organization
• Look up the customer in the database and manually verify their email if needed

Wallet Pass Issues

Customer can't add the wallet pass:

• Apple Wallet: Check that your Apple Wallet certificate is active in Settings → Wallet
• Google Wallet: Ensure your Google Pay issuer credentials are correct
• Both: Verify the pass design is published (Wallet Designer → Publish Pass)

Wallet pass not updating after points added:

• Trigger a manual push from Wallet Designer → Push Update
• Check Push Logs (SAAS Admin) for errors
• Ask the customer to open and close the Wallet app to force a refresh

Proximity notifications not showing:

• Ensure outlet locations have accurate GPS coordinates
• Verify that proximity is enabled in the outlet settings
• Apple Wallet requires a relevantLocations list with at least one outlet

Points and Rewards

Points aren't showing up after a transaction:

• Check the Activity Log to see if the transaction was recorded
• Verify that Points are enabled in Rewards Settings
• Ensure the conversion rate is configured (currency per point)

Customer says their balance is wrong:

• Review the points transaction history in their customer profile
• Check for any manual adjustments or redemptions
• Verify no duplicate scans occurred (duplicate detection should prevent this)

Barcode Scanning

Scanner can't read the barcode:

• Increase screen brightness on a digital wallet pass
• Ensure the barcode is not damaged if it's a printed card
• Use the manual ID entry field as a fallback

Camera won't open for scanning:

• Check browser camera permissions
• On iOS, ensure you're using Safari (other browsers may not support camera APIs)
• Close other apps that may be using the camera

Marketing Campaigns

Campaign stuck in "Sending" status:

• Campaign processing is asynchronous and may take several minutes for large audiences
• Check the Campaign Detail page for real-time progress

Low open rate on email campaign:

• Review the subject line — aim for <50 characters
• Avoid spam trigger words (FREE, URGENT, WIN)
• Send at optimal times (mid-morning on weekdays)

SMS not delivered:

• Verify the SMS provider is configured in SAAS Admin → Settings → SMS
• Check that the customer's phone number is in E.164 format
• Review SMS logs for error codes (invalid number, carrier block)

POS Integration

Transactions not syncing from POS:

• Verify the API key is active in Settings → API Keys
• Check the POS transaction logs for any error responses
• Ensure the POS endpoint is calling the correct Cockato API endpoint

Self-Service Kiosk

Claim stuck in "Pending" status:

• Review the claim in Pending Claims Queue
• If approval mode is Manual, staff must approve it
• If approval mode is Auto, check for duplicate detection warnings

Photo upload failing:

• Ensure the file size is under 5 MB
• Use JPEG or PNG format only
• Check browser console for CORS or upload errors

Performance

Dashboard loading slowly:

• Clear browser cache and cookies
• Check your internet connection speed
• Large customer databases (10k+) may require pagination tuning — contact support

Need More Help?

If your issue isn't listed here:

1. Search the Help Center for related articles
2. Open the Support Widget in the bottom-right corner
3. Submit a ticket with detailed information (screenshots help!)