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Loyalty Points Not Showing Up

Integrations

⭐ A customer can't see their loyalty points in the app, their balance is wrong, or their rewards aren't appearing. Here's how to troubleshoot this.

How Loyalty Points Work in the App

Loyalty points in your DopeApps app are powered by AlpineIQ (AIQ). When a customer registers in the app, we look them up in AIQ using their phone number and link their account. Their points balance and available rewards are pulled from AIQ in real time.

This means if something looks off with a customer's points, the issue is almost always in AIQ — not in the app itself.

Common Issues and What to Check

Customer says they have points but the app shows zero

The most common cause is a phone number mismatch between the app and AIQ. This happens when:

  • The customer registered in the app with a different number than what's on file at your dispensary
  • A staff member updated their number in your POS or directly in AIQ without updating the app
  • There was a data entry error (even a single digit off will break the connection)

What to do:

  1. Ask the customer what phone number they used to register in the app
  2. Compare it to what's in AIQ — look them up in your AIQ dashboard
  3. If the numbers don't match, update the record in AIQ to reflect the correct number
  4. The customer may need to log out and back into the app for the change to take effect

Customer's points balance looks wrong

  1. Verify the balance directly in AIQ — the app displays exactly what AIQ reports
  2. If AIQ shows a different balance than expected, the issue is on the AIQ or POS side
  3. If AIQ matches the app but the customer disputes the amount, review their transaction history in AIQ

Rewards aren't showing up or can't be redeemed

  1. Check that the rewards are active and configured correctly in AIQ
  2. Confirm the customer has enough points to unlock the reward
  3. If a reward shows as available but won't apply at checkout, contact your CSM

New customer not seeing any loyalty info after registering

It can take up to an hour after a new registration for AIQ to fully sync the customer's data. If it's been more than a few hours and a brand-new customer still sees nothing, contact your CSM.

When to Contact Your CSM

  • Multiple customers are reporting the same loyalty issue
  • You've confirmed the phone numbers match and the issue persists
  • Rewards are available in AIQ but won't apply in the app at checkout
  • A loyalty feature that previously worked has stopped working

When you reach out, include: the customer's phone number (the one they used in the app), what they're seeing vs. what's expected, and a screenshot from AIQ if you have it.

Note for your staff: When a new customer signs up for your loyalty program in-store, make sure the phone number entered in your POS matches exactly what they'll use to register in the app. One digit off creates a mismatch that requires manual correction.