Frequently Asked Questions

This FAQ covers the most common questions about Cockato's loyalty platform. Use the categories below to find answers quickly.

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Getting Started

How long does it take to set up a loyalty program? Most businesses complete onboarding in under 10 minutes. The guided wizard walks you through branding, reward structure, and wallet pass design.

Do I need technical skills to use Cockato? No. Cockato is designed for non-technical users. Advanced integrations (API, POS) are available for businesses with development resources.

Can I import existing customers? Yes. Use the Customer Import feature (CSV) in Customer Management. Existing points balances can be included in the import.

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Wallet Passes

What devices support wallet passes?

• Apple Wallet: iPhone (iOS 6+), Apple Watch
• Google Wallet: Android phones with Google Pay support

Do customers need to download an app? No. Wallet passes are native to Apple Wallet and Google Wallet — no additional app required.

What happens if a customer loses their phone? Wallet passes are tied to the customer's Apple ID or Google account. When they sign into their new device, the pass is restored automatically (if synced to cloud).

Can customers have passes from multiple businesses? Yes. Each business has a unique wallet pass. Customers can have unlimited loyalty cards in their Wallet app.

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Points and Rewards

How are points calculated? Points are awarded based on your configured earn rate. Example: 1 point per $1 spent means a $50 transaction earns 50 points.

Do points expire? By default, no. However, you can configure point expiration rules in Rewards Settings if needed.

Can I give bonus points? Yes. Staff can add manual bonus points from the Staff Dashboard. Welcome offers can also grant bonus points on signup.

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Punch Cards

Can I have multiple punch card programs? Yes. Create multiple punch card rules for different product categories (e.g., "Buy 9 coffees, get 1 free" and "Buy 5 sandwiches, get 1 free").

What happens when a punch card is completed? A reward becomes available. Staff can redeem the reward from the checkout interface. If "carry forward" is enabled, extra punches roll over to the next card.

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Billing and Plans

What payment methods are accepted? Credit card via Stripe. Invoicing is available for annual Enterprise plans.

Can I change plans mid-cycle? Yes. Upgrades take effect immediately (prorated). Downgrades apply at the end of the billing cycle.

What happens if I exceed my plan limits? You'll receive a warning notification. Continued overages may require an upgrade. No data is lost.

Is there a free trial? Yes. New accounts start with a 14-day trial of the Growth plan features.

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Privacy and Security

Is customer data secure? Yes. Cockato uses Supabase infrastructure with Row Level Security (RLS), encrypted connections (TLS), and SOC 2 compliant hosting.

Do you sell customer data? No. Customer data is owned by the organization. We never sell or share it with third parties.

How do I handle GDPR requests? Customers can delete their accounts via the Customer Portal. Admins can also delete customer records manually.

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Support

How do I get help? Use the in-app Support Widget (bottom-right corner) to chat with support or search the Help Center.

What are support hours? Support is available Monday–Friday, 9 AM–6 PM (your local time zone).

Is phone support available? Phone support is available on Enterprise plans. All other plans have chat and email support.