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How to ask for help

In short

A question that carries the member's phone or email, the club, the plan and a Hub screenshot is usually answered the same day. A question that names a member by their first name, or describes the symptom without the screen, costs a round of questions first. This page is the checklist.

What to send​

  • The club. Its name and its location ID, the number your provider knows it by.
  • The member, by phone or email. Never by name alone: two profiles can carry the same name, and one is often an unfinished sign-up.
  • What you expected, and what happened. One line each. "The member should have got 5% and got nothing" beats "the discount does not work".
  • Where you looked. A screenshot of the Hub screen, not of the till or of the member's phone: the rule, the campaign, the member profile, the report with its filters.
  • When. The date and time of the purchase, the send, or the sign-up. For a missed message, write within the week: the sending logs are kept for 7 days, and after that nobody can say what happened.
  • For the till. The order number, the time, the branch and, if your integrator has it, the request and the answer that went between the till and the platform. An error code shown by the till app is the till's own code, and a screenshot of it says nothing about what was sent.
  • Your own case number, if your company runs a ticket system, so both sides can find the thread again.

What has usually already been checked​

Before you write, go through the five checks: the member found by phone or email, the tag read character by character, the setting opened, the plan, and credit and consent. Most questions end there.

What nobody can do afterwards​

  • Resend a sign-in code. Codes are one-time; the member asks for a new one.
  • Undo a sent coupon code. A code is live from the moment it exists; a sent one is burned by redeeming it in a test profile.
  • Merge two profiles. There is no merge. Your provider can move credits to the right profile and delete the dormant one.
  • Make a campaign fire again for an event that already happened, for instance a gift email that did not go out because the member's email consent was off. The event fires once.
  • Diagnose a send older than 7 days. The logs are gone.

What your provider does for you​

Depending on your plan, some things are set up for you rather than by you: creating gifts and campaigns on the smaller plans, switching on add-ons, filling the SMS sender and credit, restoring a protected field. The page for your symptom says when that applies; the plan details are on your Plans page, in the menu, when your provider publishes one.