A venue I collect stamps at has closed

The venue has stopped running its Fidella loyalty programme, so you cannot collect new stamps or points there. Everything you had already stays yours: your card is still in your list, marked closed, and you can still redeem a reward or a voucher you already hold. If the venue comes back, collecting starts again where it left off.

Your card is still yours. What has changed is on the venue’s side.

What has happened

The business has stopped running its loyalty programme with us. That can be because it chose to, or because its subscription lapsed. Either way the venue is no longer listed on Fidella, so it does not turn up in search or on the map. Its page does not open, and it has no offers or promotions on show.

What you keep

Everything you had already earned or bought. Your card for that venue stays in your list, marked closed, with your stamps or points still on it. A reward you had earned, and any voucher you hold for that venue, can still be redeemed there in the normal way. Your wallet pass is unaffected, because it is one pass for the whole network rather than one per venue.

This is deliberate. You earned those, or paid for them, and they are not ours to take away because a business stopped paying us.

What stops

Collecting. Staff can no longer add stamps or points, and you cannot buy anything new from that venue through Fidella. If your card was part-finished it stays as it is rather than being cleared.

If the venue comes back

Nothing is lost in the meantime. A venue that restarts its programme picks up exactly where it was, with your stamps and your history intact, and starts appearing publicly again.

If you cannot redeem something you hold

Talk to the venue first, since redeeming happens at their counter. If they cannot help, or the venue has gone for good and you paid for a voucher you never used, contact us and we will look at it.

Common questions

Do I lose the stamps I already collected?

No. They stay on your card and are still shown. What stops is adding more, so a part-finished card waits where it is.

Can I still use a reward I had earned?

Yes. A reward you had already earned, and any voucher you hold for that venue, can still be redeemed there. Ask at the counter as you normally would.

Does my Fidella wallet pass still work?

Yes, and nothing about it changes. You have one Fidella pass for the whole network rather than one per venue, so a single venue closing does not affect it. It keeps working everywhere else you collect.

Why can I not find the venue in search any more?

A closed venue is not listed publicly, so it does not appear in search or on the map and its page does not open. Your own card for it is still in your list.

Did I do something wrong?

No. This is about the business and its Fidella subscription, and nothing to do with your account.

Will it come back?

It might. Venues do return, and when one does your card carries on from exactly where it was. We cannot say whether a particular venue will.

What if the venue name looks wrong?

After a long time closed, a venue's name is replaced with a placeholder because we stop keeping the business's details. Your own history is unaffected.