Support
How can we help?
Most card problems are fixed in a minute with the tips below. If yours isn't, email us. Support is by email only.
Email [email protected]
Tell us which pub you use and what you see on screen. Please don't send your password or pictures of your card's code.
For members
Problems with your card
The code at the bar won't scan
- Open your phone's camera app, not a separate scanner app.
- Hold the phone a little further back and keep it still.
- Wipe the camera lens. Pub light is often dim, so try the torch.
I can't see “Add to Google Wallet”
- Google Wallet is for Android phones. On iPhone, add the card to your Home Screen from Safari's Share menu instead.
- Check Google Wallet is installed and signed in on your phone.
- Open your card in Chrome rather than an in-app browser.
- You don't need a wallet: your card always works in the browser.
Staff can't scan my card
- Open your card fresh, in the browser or in Google Wallet. Each code works once and only for a short time, so an old screenshot won't work.
- Turn your screen brightness up.
- Check you have signal or Wi-Fi so the code can refresh.
My free pint isn't showing yet
A free pint can be used from 24 hours after you earn it (your pub may set a longer wait). It'll be ready on your next visit. If it's been longer than that, email us.
A stamp is missing
Close and reopen your card. If it's still missing, ask the staff at the bar, or email us with the pub's name and the date.
I've changed phone or deleted the card
Your stamps are saved to your account. Open your pub's rewards page and sign in with your email and password. Forgotten your password? Ask for a reset link, or for a sign-in link by email. Please don't join again: a new card starts from nothing.
I want my details deleted
Ask your pub, or email [email protected] from the address you joined with. See the privacy notice for your rights.
For venues
Behind the bar
The staff scanner won't open the camera
- Allow camera access when the browser asks. If you said no, change it in the browser's site settings.
- Close other apps that might be using the camera.
- Reload the scanner page.
A scan says the code has expired or been used
The customer is probably showing a screenshot or a card that hasn't refreshed. Ask them to open their card fresh and scan again.
A new member of staff needs access
Owners and managers add staff themselves: sign in at admin.lunaloyalty.co.uk, open your venue and go to Staff. Each person gets their own login.
We need more posters or table cards
Print them yourself from your panel: sign in at admin.lunaloyalty.co.uk and open Printables. Or email us and we'll help.