# 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.

Source: https://fidella.app/help/business/review-a-flagged-joining-bonus
Last reviewed: 2026-09-26

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Trust & Safety shows you the claims worth a second look, and nothing else.

## Why a claim gets flagged

Each customer gets your joining bonus once. Somebody who wants it twice needs a
second account, and the usual way that happens is on the same phone. When a
bonus is claimed on a phone that already claimed one at your venue under another
account, that claim is flagged.

Nothing is blocked. The voucher issues, the customer sees it, and they can use
it at your counter today. Blocking would punish the honest case, which is
common: shared phones are ordinary, and someone signing in on a friend's handset
looks exactly like someone working the system.

## What the flag shows you

Open a flagged claim and you get both sides. Who claimed it now, when they
joined, how many stamps and visits they have with you. Who claimed on that phone
before, when, and whether they ever used their bonus. A regular of two years and
a brand new account behave very differently, and that difference is usually the
whole answer.

You will not see email addresses or sign-in times. Those belong to the customer,
not to the venue, and no screen in Fidella shows them to you.

## Your two choices

Void the voucher if it looks like someone taking the bonus twice. That cancels
the voucher and nothing else. The account stays, the stamps stay, the
membership stays.

Mark it not abuse if the explanation is ordinary. Nothing changes for the
customer and the claim leaves your list.

Either way the decision is recorded with your name and the time, and the claim
moves to your Reviewed tab. A flag you never look at simply stays on the list,
so the list is worth clearing.