Customer FAQ

These answers are written for merchants to copy/paste when responding to customer questions about their loyalty card. Adjust the store name and details to match your brand.

Getting a Loyalty Card

Q: How do I get my loyalty card?

There are several ways to get your loyalty card:

After a purchase: Your card is created automatically the first time you buy something. Use the Wallet buttons on the order status page.
In-store: Scan the QR code at the counter and enter your email address. Your card will be ready in seconds.
Online account: Log in to your account on our website and open your Profile page to save your card.
Email link: If we sent you a sign-up link, tap it to get your card.

Q: Do I need to download an app?

No. Your loyalty card saves directly to Apple Wallet (iPhone) or Google Wallet (Android). These wallet apps come pre-installed on your phone, so you do not need another download.

Q: Can I have both an Apple Wallet and a Google Wallet card?

Yes. Both versions are created automatically. Use whichever matches your phone. If you have multiple devices, you can save it to both.

Q: I don’t see Wallet buttons after my purchase. What do I do?

Log in to your account on our website and open your Profile page. You can save your card directly from there. If you don’t see it, contact us and we’ll send you a direct sign-up link.

Using Your Card

Q: How do I add a store offer to Wallet?

Open Rewards in your store account. An eligible campaign can show Add offer to Apple Wallet and Save offer to Google Wallet beneath the offer. Apple always requires you to choose its action. Google may also add the offer beside an existing loyalty card, but you can still use the save action.

Q: Why is an ended offer still visible in Wallet?

SleekPass marks an ended Apple offer unavailable and expires the Google offer. Apple and Google do not let SleekPass remove an installed pass from your phone, so its inactive shell can remain until you remove it. The offer no longer works at the counter.

Q: How do I use my card in-store?

Open your phone’s wallet app (Apple Wallet or Google Wallet), find your loyalty card, and show the QR code to the cashier when the store includes one. They will scan it to pull up your account.

Q: Do I need an internet connection to show my card?

No. Your card is stored on your phone and works offline. When the store includes a QR code, it remains available without signal or Wi-Fi.

Q: What information does my card show?

This depends on what the store has configured. Common fields include your name, number of orders, total amount spent, and member-since date. No payment or credit card information is stored on the card.

Q: Can I use my card at all store locations?

Yes. Your loyalty card works at any of our locations. If the store includes a QR code, show it to the cashier.

Card Updates

Q: Does my card update automatically?

Yes. When you make a purchase, your card updates with your latest order count, total spent, and other details. On iPhone, the update is pushed automatically. On Android, Google Wallet syncs periodically.

Q: I made a purchase but my card still shows old information.

Apple Wallet may take a few minutes to receive the update. Try opening the card in your wallet because this can trigger a refresh. On Android, Google Wallet syncs on its own schedule, but it typically updates within a few minutes.

Q: I deleted my card. How do I get it back?

You can re-download it anytime:

Open the order status page for your purchase.
Log in to your account on our website and open your Profile page.
If neither option works, contact us and we’ll send you a new sign-up link.

Your loyalty data is not lost when you delete the card. It stays in our system and appears on the new card.

Privacy and Security

Q: What data is stored on my card?

Only your name, email, and purchase statistics (like order count and total spent). No payment information, credit card numbers, or sensitive financial data is stored on the card.

Q: Can other people see my information?

Only if they have access to your unlocked phone. Your wallet app is protected by your phone’s lock screen (Face ID, fingerprint, or passcode).

Q: Is the QR code on my card secure?

Yes. The QR code contains a signed, encrypted token that expires and can only be verified by our system. It cannot be forged or reused by someone else.

Q: How do I remove my data?

Delete the card from your wallet app to remove it from your phone. To request full deletion of your loyalty data from our system, contact us and we will process your request through Shopify’s data handling procedures.

For an Apple offer, SleekPass first sends a final non-identifying Offer no longer available update and keeps that update available briefly for registered devices. Apple cannot remotely remove the installed shell; you can remove it from Wallet yourself.