Frequently asked questions

The questions that come up most often in the first month, with short answers. If yours is not here, getting support explains how to reach a person.

Getting started

Do my customers need to download an app?

No. Their card lives in their VivaPoints account and opens in a browser like any other page. There is nothing to install and nothing to hand out at the counter except your join link.

Can customers join without giving me their email?

No. Joining means creating an account with a name, an email and a password of at least 8 characters. That email is how they get back to their card on a new device, and it is how you find them in your Customers list when they say their points are missing.

What if a customer loses their phone?

Nothing is stored on the phone. They log in on any other device and their balance, tier and rewards are exactly as they left them, because balances are worked out from a permanent ledger rather than from anything on the handset.

Running your program

Can I run more than one program?

Yes. One business can run several programs at once, each with its own name, earn rate, rewards and join link. How many you can run at the same time is one of the limits your plan sets.

Can I change the earn rate later?

Yes, and you should when you learn something. New activity uses the new rate; what people already hold is untouched, because every point they earned is a line in the ledger and editing a program cannot reach backwards and erase it.

What happens to points if I pause a program?

Nothing is deleted. A program has a status, and pausing it does not remove anything from the ledger, so what people earned is still there when you set it live again. Tell us before you pause for a whole season so we can check the program's expiry policy with you first.

What happens to points if someone never comes back?

They sit on that customer's card and keep counting towards your Outstanding liability tile until they are spent or they expire. Expiry is a policy on the program, shown on the program page. Today you ask us to set it.

Your customers and your team

Can my staff award points?

Yes. A team member gets a preset, either owner or scanner, plus a list of what they are allowed to do. A scanner can confirm redemptions at the counter without getting your full access. There is no invite screen yet, so you ask us to add someone and tell us what they need.

Can I see who my best customers are?

Your Customers page lists everyone with their balance and tier, and your Overview shows a Members by tier chart and a Top rewards chart. There are no saved segments or filters yet, and you cannot send email, SMS or push messages to members from VivaPoints.

Can I use it in more than one shop?

There is no "location" in VivaPoints. What exists instead is that one business can run several programs, and several businesses can be grouped into an organization that issues one shared business passport. Ask us if you want a group set up; organization views are read-only today.

Languages, price and help

What languages does it work in?

The interface is available in English, Spanish and Russian. Anything you type yourself, such as your program name, what you call your points and your reward titles, appears exactly as you wrote it.

What does it cost?

Prices are not published in this help centre, and there is no billing screen, invoice list or upgrade button in the product. Your plan is set by us, by hand, so the honest answer is to ask: use the Email support button at the bottom of this page and tell us roughly how many customers you expect.

Still curious about the bigger picture? What VivaPoints is covers what the platform does and who it suits.