Something wrong?
Write to us.

On the sign-in screen, choose "Forgot password". We email you a link; it opens a page where you pick a new one, then you sign back in. The link works only once. If the email doesn't arrive, check your spam folder — and note we never reveal whether an address has an account, so the screen shows the same message either way.

In the app, open Profile: if your address isn't verified yet, a "Verify my email" row appears with a button to resend the link. On the shop portal the same option is in your account. Check spam as well.

Profile → "Change my password". Your current password is required. Note that for security every device is signed out afterwards, including the one you're using.

Profile → "Download my data". You get a JSON file straight away containing everything we hold about you: your account, your balances, your transactions and your redemptions.

Profile → "Delete my account". Your password is required to confirm. It is permanent: your personal details are erased and you're signed out everywhere. Purchase records stay with the shops in anonymised form for their bookkeeping — nothing points back to you. Any points you were holding are gone at that moment.

This is exactly what the confirmation screen is for: before anything is credited you see the amount that was entered. If it's wrong, tap "Amount is wrong" — nothing is credited and the cashier can start the sale again. If you already confirmed, the shop can void the sale for 60 minutes afterwards. After that, write to us.

Codes live 90 seconds and are then dead server-side — that's what stops someone photographing your screen and using it later. The app mints a fresh one automatically. If a camera won't cooperate, the code can also be typed in by hand.

As long as the shop hasn't handed it over, you can cancel the redemption from the reward screen. Your points go back to your balance immediately and in full.

Two possibilities. Either the shop voided a sale within the hour — a till mistake, for instance. Or they made a clawback because something was wrong with how those points were earned. Either way the entry appears in your Activity with its date. If you disagree, raise it with the shop first; otherwise write to us and we'll look at the record.

No, and that's deliberate. Points stay with the shop that gave them — they are never pooled into a platform currency. Each shop keeps its own card, its own balance and its own rewards.

Create an account at app.loy-up.com and fill in your shop. A person reviews every application by hand — it isn't automatic. Once you're approved and your email address is verified, set your earning rule, add your tills and invite your team.

Nothing. There is no billing system inside Loy-Up: no subscription, no cut of your sales, no hardware to buy, and no card details asked for at signup.

Two conditions must both be met: your shop must be approved, and your own email address must be verified. This is deliberate — it stops Loy-Up being used to send email to arbitrary addresses. Verify your address from your account, then try again.

Every alert states in plain words what triggered it. An alert is not an accusation — a customer may genuinely buy six coffees for the office. Open the customer's full day before deciding, and adjust the thresholds if your shop has an unusual rhythm. Loy-Up never blocks a sale on your behalf.