FAQ & troubleshooting

Make sure the Loyalty program app embed is on in your published theme: Online Store → Themes → Customize → App embeds, switch it on and click Save. Each theme has its own setting, so if you recently switched themes, turn it on in the new one. See Installation.

Check that:

• the order is paid — points are added on payment, not when it's placed;
• the order has a customer attached — guest orders don't earn points;
• you haven't reached your plan's monthly order limit (see Plans).

If the points show as pending, they're there — they become spendable after your pending period.

They need enough spendable points — pending points don't count yet. Tier-only rewards also need the customer to be in that tier or above. The widget shows how many more points they need.

Reward codes work once, on the account that redeemed them. The customer needs to be signed in with that account, and the code can't have been used already. You can see whether a code was used on the customer's page in the app.

Check they're switched on under Ways to earn, and that your plan includes them — referrals and birthday rewards need Growth or higher.

No. The widget is a theme app embed you switch on in the theme editor. Your theme files aren't touched, and uninstalling leaves your theme as it was.

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.

Yes — open the customer in the app and use Adjust points. See Customers.

Yes. Import your members and balances from a CSV export. See Import members.

The widget, customer account blocks and emails are shown in English, German, Spanish, French, Italian, Japanese, Dutch, Portuguese and Simplified Chinese, following each shopper's language.

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. See the privacy policy.