Solving Problems
Here you'll find help with common technical issues and challenges you might encounter while using Stamps. Please check the relevant articles first. If the problem persists, feel free to contact us at any time.
1. NFC Tap isn't working
The smartphone does not recognize the Stamps terminal
If your smartphone doesn't recognize the Stamps Terminal or a link doesn't open after you tap it, it's usually because of the position of your smartphone, a locked screen, or because the wallet is already open.
Please check the following first:
Unlock your smartphone.
Go to the home screen.
Close Apple Wallet or Google Wallet if it is open.
Hold your smartphone steadily against the Stamps terminal for about 3 seconds.
Adjust the position slightly, as the NFC antenna is located in a different place depending on your smartphone model.
Important: The tap works most reliably when your smartphone is unlocked and on the home screen.
If the Wallet app is already open, the NFC tap may be blocked. Please close the Wallet app and try the tap again from the home screen.
2. The customer is asked to log in again
Why does a customer have to log in again?
A customer may be asked to log in again if the device or browser does not recognize the customer.
This can happen, for example, if:
the customer is using a private browsing window
cookies have been blocked or deleted
the browser history has been cleared
the customer is using a different device
the customer logs in with a different email address
This isn't necessarily an error. The system needs the login information to match the correct card balance to the correct customer.
We recommend that customers always use the same email address and save the card to Apple Wallet or Google Wallet after their first visit.
3. The map isn't updating or shows incorrect information
The card does not show the current number of stamps
If the card doesn't immediately show the current stamp count, it's usually due to an internet connection issue, a delayed wallet update, or because the customer is logged in with different accounts.
Please check the following first:
Does the smartphone have an internet connection?
Was the stamp successfully collected?
Was the wallet closed and then reopened?
Did you wait a moment for the update to load?
Is the customer using the same email address as on their first visit?
Sometimes it takes a few seconds for the card to update in the Wallet.
If the customer has logged in using different email addresses, devices, or browsers, this may result in multiple cards or different card balances.
In this case, you should check which card has the correct balance. If anything needs to be corrected, please contact Support with:
Name of your store
Affected location
Customer's email address, if known
Screenshot of the map
Brief description of the problem
4. Customer Can't Find Their Card
Find a card in your wallet
If a customer can't find their card, they should first check Apple Wallet or Google Wallet.
If the card was saved during their first visit, it will remain available there.
If the card isn't visible there, the customer can tap the Stamps Terminal again to reopen the card.
Add the card to your wallet again
If the card was not saved in the Wallet or was removed from the Wallet, it can be added again.
To do this, the customer opens the card again via the Stamps Terminal. There is a small button in the browser:
“Tap to add again”
The card can then be added to Apple Wallet or Google Wallet again.
We recommend briefly reminding customers during their first visit to save the card directly to their Wallet. That way, they'll be able to find the card more quickly on their next visit.
5. The login code for the dashboard isn't arriving
What should I do if I don't receive the dashboard login code?
This article refers to logging in to the Stamps Dashboard, not to your customers logging in to collect stamps.
If you don't receive your login code for the Dashboard right away, please check the following first:
Did you enter the correct email address?
Did you wait 2–3 minutes?
Did the code end up in your spam folder?
Did you perhaps request a new code multiple times?
Please always use the most recent code you received. If you've requested multiple codes, older codes may no longer work.
If you're still unable to log in, please contact support.
6. Contact Support
When should I contact support?
Please read the relevant support articles first and follow the steps described there.
If the problem persists, please send us an email at:
Please send us the following as soon as possible:
Name of your store
Affected location
Brief description of the problem
Screenshot, if available
Email address of the affected customer, if relevant
We'll usually get back to you within 24 hours.