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 it is your call whether to add it. A site admin can add it from Customer Care in your admin, even after the customer has left.
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.
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Review a flagged joining bonus
A joining bonus is flagged when the phone claiming it had already claimed one at your venue under another account. The voucher still works and the customer can still use it. Open the flag in Trust & Safety to see both accounts, then either void the voucher or mark it not abuse. Either choice clears it from your list.
Orders and payments
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How do I reconcile a day's activity?
Use your analytics page to see what happened at your venue in a week, month or year. 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 count different things over 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 gets its own free start: 30 days, then free until its first bill on the 8th. Customers are recognised across all of them, but their progress is per venue.
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What happens if I close my venue?
Cancel from your dashboard any time, with no notice and no exit fee. You keep access to the end of the month you paid for, then the venue is suspended: off search and the map, and no new stamps. Data is kept, customers can still redeem what they hold, and 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 arrives on the 8th and covers one venue for the month ahead, at the price set by how many customers you had the calendar 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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What happens if a payment fails?
We email you and keep retrying the same card for about two weeks. Nothing changes during that time. If it still has not gone through, the venue is suspended: off search and the map, and no new stamps. Nothing is deleted, customers can still redeem what they hold, and paying the invoice brings it back.
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Why did my monthly price change?
Your band is set from the previous calendar month's active loyal customers and applies from your next bill on the 8th. 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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I paid but my venue was never created
Email support@fidella.app and we will finish the setup for you. Do not sign up a second time: your subscription already exists, and starting again would create another one on the same card. Nothing is charged during your free start, so there is time to sort this out before any bill.
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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 accept an invitation to join a team?
Open Fidella and tap Accept on the invitation banner. It appears on every screen once you are signed in, so you do not need the emailed link. If a banner asks you to confirm your email address, confirm it and the invitation appears. If you see neither, the invitation went to an address you do not sign in with.
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What do the numbers on my analytics page mean?
Your analytics page shows one week, month or year at your venue and compares it with the period before. While a period is still running it compares the same days so far, so a half-finished month is never measured against a whole one.
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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.