Help centre
For customers
Stamps and rewards, vouchers, wallet passes, and your account.
Stamps and rewards
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How do I join a venue's loyalty programme?
Scan the venue's signup QR code with your phone camera. It opens Fidella in your browser, where you sign in or create an account, and you are a member. There is no app to install. Your stamps start on your first qualifying purchase, not at signup.
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How do I earn stamps or points?
Show your Fidella QR code at the counter and let staff scan it. That records the visit and adds your stamps or points. What qualifies is set by each venue, so the rule can differ from one business to another.
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How do I redeem a reward?
Tell staff you would like to redeem, then show your QR code so they can scan it. Your stamps or points are deducted according to the venue's rules. For some redemptions you will be asked to confirm on your own phone before it completes.
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My stamps did not appear. What should I do?
First refresh your Fidella home page, since the count updates from the server and a stale screen is the most common cause. If it is still missing, the scan probably did not complete. Ask the venue, because only they can add a stamp for a visit that was not recorded.
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What is my member status and how do I get a higher tier?
You have two kinds of status. Your Fidella tier is network-wide, runs bronze to diamond, and is the one on your wallet pass. A site tier is your standing at one particular venue and runs bronze to onyx. Both are calculated by Fidella from your activity; neither can be bought.
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Can I use my stamps at a different venue?
No. Your Fidella account works everywhere on the network, but your stamps, points and rewards belong to the venue where you earned them. Each business runs and funds its own programme.
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Why does a venue show in my list with zero stamps?
Because you have a relationship with that venue even though you have not earned yet. Holding a voucher for a business, or having bought something from it, makes it one of your memberships. It shows with zero stamps rather than being hidden.
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Why was I asked to approve something on my phone?
Because the redemption spends something you hold, so the decision is yours rather than the staff member's. Read the prompt, then approve or decline. Nothing is deducted unless you approve, and ignoring it simply lets the request expire.
Vouchers
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How do I use a voucher?
Open the voucher in Fidella and show its QR code. Showing it is your approval, so nothing else happens on your phone. If staff scan your usual Fidella code instead, they pick the voucher and your phone asks you to approve before anything is redeemed.
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Where do I find my vouchers?
Open Wallet from the main navigation, or find them under Vouchers in your account. They also appear on the Discover page and inside the membership for the venue that issued them. Only vouchers still redeemable are listed; used ones move to your activity history.
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Can I get a refund on a voucher I bought?
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 go back to the original card and are reviewed first. A voucher you received as a gift is not refundable to you.
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My voucher disappeared after I used it. Where did it go?
It moved to your history. Active voucher lists show only what is still redeemable, so a fully used voucher leaves rather than sitting there as a dead tile. Open Activity from your account and you will find the record, including when and where it was redeemed.
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Someone sent me a voucher. How do I get it?
If the email it was sent to already belongs to a Fidella account, the voucher is attached immediately and is in your wallet now. If not, it is held against that email address and attaches automatically the first time you sign in with it.
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My voucher approval request expired or was cancelled
Both are final states. An expired request timed out before you approved it; a cancelled one was withdrawn. Nothing was redeemed in either case. Ask the venue to start the redemption again.
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Why do my identical vouchers show as one tile?
Because they are collapsed on purpose. When you hold several identical vouchers for the same offer at the same venue, Fidella shows one tile with a count rather than repeating it. The voucher detail shows the total uses available to you.
Orders and payments
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I paid but did not get my voucher
If payment succeeded but the voucher could not be issued, checkout shows a recovery state with your order reference rather than a false success. Keep that reference and contact support. You have not been charged twice and the payment is not lost.
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Where do I find my order history?
Open your account and go to Activity for everything that has happened, or Orders for purchases specifically. Each entry opens a detail page showing what you bought, when, and what it produced.
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How do I ask about a problem with an order?
Open the order in your account and ask for a review. That sends us the order details already filled in. If you have already used what you bought, we will point you to the venue first, because the money has gone to them by then.
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Was I charged twice for the same purchase?
Almost certainly not. If checkout is retried after payment already succeeded, Fidella returns the original outcome rather than taking a second payment. If you can see two charges on your statement, send support both references.
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I need a tax invoice for something I bought
Ask the venue. Fidella issues receipts for purchases made through it, but where the goods or services are supplied by a business, that business issues the tax invoice. Your Fidella receipt has the details you need to ask them.
Wallet pass
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How do I add my Fidella pass to Apple or Google Wallet?
Open Wallet in Fidella and choose the add-to-wallet action, which takes you to a page with the right button for your device. Apple Wallet works on iPhone using Safari; Google Wallet works on Android. Samsung Wallet is not supported yet.
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My wallet pass looks out of date
Open the pass with your screen on and give it a few seconds to refresh. If it still looks wrong, go to the wallet page in Fidella and re-add or refresh the pass from there. Your loyalty state in the app is always the source of truth; the pass is a copy that catches up.
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Why does my wallet pass barcode keep changing?
The barcode rotates on purpose, so that a screenshot of your pass cannot be reused by someone else. You do not need to do anything: open the pass and let staff scan the live screen. If a scan is refused, unlock your phone, open the pass fresh, and try once more.
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Do I need a separate wallet pass for each venue?
No. There is one universal Fidella pass covering every venue you use. Individual venue loyalty stays in the app rather than becoming a card per business, so your wallet does not fill up as you join more places.
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I deleted my wallet pass by accident
Nothing is lost. Removing a pass from your phone does not close your account, remove your stamps, or affect anything you hold. Go to Wallet in Fidella and add the pass again.
Account
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How do I create a Fidella account?
Sign up with Google, Apple, or an email address and password. You must be 16 or older. You can start from a venue's signup code or by going to Fidella directly; either way you end up with one account that works across the network.
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I signed up with Google but logged in with my email. Do I have two accounts?
No. If the same verified email address arrives through a different sign-in provider, Fidella reconnects you to your existing account rather than creating a second one. Your stamps, vouchers and history stay with you.
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How do I install Fidella on my phone?
Fidella is a web app, so there is nothing to download from an app store. Add it to your home screen from your browser and it opens full screen like any other app. On first sign-in you may be prompted to do exactly that.
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How do I close my Fidella account?
Use the account tools in your profile, or contact support and ask. Closing ends your access, and anything you were holding, including stamps and unredeemed vouchers, goes with it. Redeem anything you care about first.
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Why am I seeing an unsupported region message?
Fidella is available in a limited set of countries while it grows. If your account resolves to a country that is not yet supported, you are routed to a page saying so rather than into a partly working experience.
Something broken
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The scanner will not read my code
Unlock your phone and turn the brightness up, then open the code fresh rather than showing a screenshot. If it still will not read, give staff your six-character code, which does not rotate and can be typed in or searched.
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I keep getting signed out or cannot get back in
Fidella tries once to recover a broken session by signing you out and restarting sign-in, keeping the page you were heading for. If it still fails you will see a manual restart action rather than an endless retry. Use it, and if that fails too, contact support.
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How do I report a problem with Fidella?
Use the contact form in your profile and choose the category that fits. Include what you expected, what happened, roughly when, and which venue if it involved one. A screenshot helps more than a description.
Something else
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Does Fidella cost me anything as a customer?
No. Joining a loyalty programme, collecting stamps, redeeming rewards, using your wallet pass and holding vouchers all cost you nothing. You pay only if you choose to buy something a venue is selling, at the price that venue set.
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How do I contact Fidella support?
Open your Fidella profile and go to Help and support. These help articles are there, above a contact form. Pick the category closest to what you were doing. For anything about stamps, rewards or a specific transaction at a venue, ask that venue first, because they hold the decision.
Still stuck?
Send us the details and we will pick it up.