Support

We answer every message.

Email [email protected]. Include your store's .myshopify.com domain and we will reply within one business day.

Common questions

Points weren't awarded on an order

Points are awarded when an order is marked paid, and only when a customer is attached — guest checkouts earn nothing because there is nobody to credit. Points are calculated on the order subtotal, excluding tax and shipping.

Moving from another loyalty app

Export your balances as a CSV (Smile.io: Program → Activity → Export; LoyaltyLion: Manage → Exports), then upload it in the app. You will see a preview of exactly what will change before anything is written, and the import can be reversed afterwards.

A customer disputes their balance

Every point movement is permanently recorded and can be replayed from the beginning, so there is always an auditable answer. Contact us with the store domain and customer email.