Member data
Before anything, find the member by phone or email: a name can match two profiles. A phone saved with a plus sign or without its country prefix comes from a till or an outside form, and the multi-country settings decide how phones are read. Language is not a tag; favourites recalculate only when a member buys again; a deleted phone is blocked on purpose.
Check first
- Search by phone or email, and look at every profile that comes back. The one with purchases is the real one.
- Registration source on the profile tells you where a record came from: the app, the till, an import, an outside form.
- General settings, verification settings: the multi-country switch, if the club has members with foreign numbers.
Causes and fixes
Two profiles for one person
- An unfinished sign-up in the app with the same name and no purchases next to the real profile. Harmless; it has no history.
- A phone sent by the till with a leading plus sign, or an email entered twice through the club's own web form. The platform now rejects these, but older records remain.
There is no merge. Your provider moves credits to the right profile and deletes the dormant one; send both identifiers and which one the member uses.
Phones saved without the country prefix
Numbers saved as 612… instead of 34612… came from a club whose multi-country switch was off while members from several countries signed up. Switch it on in General settings and the next sign-ups are read with their prefix.
No language on the profile
The platform keeps no language tag. Preferred language fills itself the first time the member opens the app or adds the Wallet Pass; a member registered by the till or by an outside system has none until then. To send by language, filter on the attribute and decide what to do with empty values ("is not one of"), never on tags inherited from a previous system.
Favourite items or branch look wrong
Favourites are computed from purchases, with a nightly update, and only for members who bought again: an exclusion added today does not clear a favourite computed last month. The section is off by default and is switched on in General settings after the Location list and the item exclusions are filled; the first data shows the next day. Favourites need at least two purchases of an item.
The member cannot edit their email, phone or birthday
Email and phone are identifiers, and the birthday is locked to stop birthday-gift fraud. Staff change them in Hub on the member's request; see Member profile.
A deleted member cannot register again
The phone of a deleted or anonymised member is blocked from signing up again on purpose, so gifts cannot be collected twice. It is not lifted by default; your provider can unblock one number on request, with the phone and the reason.
When to write to your provider
Write when two profiles must be joined, or when a record came from the till with a format the platform should have refused. Send both identifiers, the registration source shown on each profile, and which one the member uses. See How to ask for help.