Support
Stuck on something, or want a hand setting up your program? We're happy to help — setup questions included.
Email us
Write to help.zainabfatima@gmail.com. We usually reply within one business day (Monday to Friday, India time).
To help us answer in one go, please include:
- Your store's address, for example your-store.myshopify.com
- What you expected to happen, and what happened instead
- An order number or customer email, if it's about a specific member
- A screenshot, if something looks wrong
Help center
Step-by-step guides to setting up points, rewards, VIP tiers, referrals and imports.
Quick answers
The rewards button doesn't show on my store.
In Shopify, go to Online Store → Themes → Customize → App embeds, switch on Loyalty program and save. If you edit a copy of your theme, switch it on there too, and publish that theme. The app's setup page also shows whether it's on.
A customer didn't get points for an order.
Points are added when the order is paid, and only to orders with a customer attached. Points from orders wait out your pending period (Ways to earn) before they can be spent, so the customer first sees them as pending. On the Free plan, orders beyond 200 in a month don't earn points until the 1st.
What happens to points after a refund or cancellation?
Cancelling an order takes back the points it earned. A refund takes back points in proportion to the amount refunded. If the order used a reward code and is cancelled or fully refunded, the points spent on the reward are given back.
Can I show points in customer accounts?
Yes. In Settings → Checkout and accounts → Customize, add the Loyalty points block to the Profile page, the Order status page or the Orders page.
Can I move my members from another loyalty app?
Yes. Under Import in the app, upload a CSV export from Smile.io, LoyaltyLion, Yotpo or any spreadsheet with emails and point balances. You can preview the import for free before running it.
How do I change or cancel my plan?
Open Plan in the app to switch plans. Charges are billed by Shopify on your Shopify invoice. Uninstalling the app cancels any paid plan.
What happens to my data if I uninstall?
The app's access to your store ends straight away. 48 hours later, Shopify asks us to erase your store's data, and your program, members and points are deleted for good. Read the privacy policy for details.