Help centre
For businesses
One task at a time. For reference documentation on each part of the admin area, see the documentation.
Stamps and rewards
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Can I change my loyalty rules after launching?
Yes, you can change them. Changing how many stamps are needed affects people who are partway through, so tell them rather than changing it quietly. Switching between stamps and points is more like starting again than editing a setting.
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A customer says their stamp is missing
Check your activity feed for that customer and time. If nothing was recorded, the scan did not complete and only you can decide whether to add it. Fidella cannot add a stamp on your behalf.
Vouchers
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A customer cannot redeem their voucher
Check that the voucher is still redeemable and belongs to your venue, then that the customer approved the prompt on their phone. An expired or cancelled approval request is final, so start a fresh scan rather than retrying the old one.
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A customer wants a refund on a voucher
Only the original purchaser can request a refund, and only for a voucher they still hold that has not been redeemed, gifted, transferred or reissued. Approved refunds return to the original card after review. Problems with the goods themselves are yours to resolve.
Orders and payments
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How do I reconcile a day's activity?
Use the dashboard to see what happened at your venue today. Use the payments page to see what you are owed. Use the billing page to see the customer count your price is based on. They cover different periods, so they will not match exactly.
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A customer says they were charged twice
A retried checkout returns the original voucher rather than taking a second payment, so a genuine double charge is unlikely. Ask them for both references and send them to Fidella support. Pending card authorisations that later disappear are their bank, not a second charge.
Wallet pass
Account
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How do I add a second location?
Each location is its own venue with its own loyalty rules, branding, signup code, team, analytics and invoice. A new venue receives its own waived first month. Customers are recognised across all of them, but their progress is per venue.
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What happens if I close my venue?
Ending the subscription suspends the venue. Data is retained, the loyalty programme stops accruing, and the closed state is shown explicitly rather than appearing broken. Customers keep their own accounts and wallets. Resubscribing restores the same venue.
Business account
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How do I finish setting up my venue?
Complete five sections: business profile, contact and social, loyalty rules, signup QR and branding. The admin area routes you to the first incomplete one and keeps a checklist visible. Bank details and analytics are visible but optional.
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Why can nobody see my venue?
Almost always because you are still awaiting Fidella review, which hides everything, free and paid, and blocks publishing. The other possibility is that only your paid content is hidden, which is a legal-identity or region problem rather than an approval one.
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Do I need to connect my bank details to sell?
No. An approved venue with no connected payout account can publish and sell everything, including paid offers. Customers buy and pay normally. Fidella holds what you earn and transfers it once you connect.
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How do I read my Fidella invoice?
Your invoice covers one venue for one month, at the price set by how many customers you had the month before. GST is added on top. Our fee on redeemed value is not on the invoice, because we take that out of the money we pay you instead.
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Why did my monthly price change?
Your band is set from the previous completed month's active loyal customers and applies to the following month. A change means last month's count crossed a band boundary. You are notified before a higher paid band takes effect.
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How do I add a staff member?
Invite them by email from the team section. They have to accept using that exact email address, and it has to be confirmed. That is what stops a forwarded invite letting somebody else in.
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How do I remove a staff member who has left?
Deactivate to remove access while keeping their history and the option to reactivate. Remove to delete the site assignment entirely, which needs a fresh invite to undo. Do it on their last day: someone who still has access can still scan customers.
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How do I see what Fidella owes me?
Your payments page shows the full amount, what the card processing cost, our fee, and what is paid out to you. If you have not connected your bank details yet, it shows the amount we are holding for you.
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How do I publish an offer?
Create the offer, add at least one package with its price and any inventory cap, then publish. Choose issued for something you grant free, or purchased for something customers pay for. Editing a published offer returns it to draft and needs republishing.
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How do I run a promotion?
Configure the rule in your loyalty and promotions section. It fires automatically when a customer is scanned. If it issues a voucher, the reward is chosen from a dropdown of your published issued offers rather than described freehand.
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How do I set up my signup QR code?
Your signup QR is generated for you in the admin area under Customer Signup QR. Download it, put it where a customer is already standing still, and anyone who scans it joins your programme without installing anything. It is one of the five setup steps required before you go live.
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How do I correct an inventory mistake?
Use the stock adjustment option. It asks you to write a short note saying why. Every change is recorded, so there is no way to alter your stock numbers without leaving a trace.
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Why did my offer unpublish itself?
Because you edited it. Editing a published offer automatically returns it to draft and records a workflow event. Price, inventory and copy changes need to be published again before customers see them.
Something broken
Something else
Still stuck?
Send us the details and we will pick it up. The form opens with "Business account" already selected.