Branded Rewards Apps - Common Issues

This guide covers common issues customers encounter with the branded rewards app and how to resolve them.

Cannot Sign Into App

A customer has an existing account in your store system but cannot log in to the app.

Signing up on the in-store TapMango tablet does not automatically create an app account — customers still need to register in the app before logging in.

For their rewards data to carry over, they must use the same phone number and email they registered with in-store.

Duplicate Accounts

A customer accidentally created two accounts — one in-store and one in the app. Duplicate accounts usually happen when they sign up with different emails or phone numbers on the app vs. the tablet.

To resolve this, merge the two accounts together:

Older profile screenshot. The App Installed field in this picture is not how you choose which account to keep.

Account Won't Update

A customer made a purchase in-store, but the points aren't reflected on the app. After confirming that the customer checked in to the tablet at the time of transaction (from Portal → Customer List), there are a few possible reasons their points aren't updating on the app.

Cause 1: App data needs to be refreshed

Customers can reload the app to update their data:

Cause 2: They have one account in store and another on the app

Confirm the email or phone number they used to sign up, and ask for a screenshot of the profile page under More → Settings. A mistyped email or phone number creates a second account.

Cause 3: They downloaded the wrong app

Make sure they downloaded your branded rewards app and not the generic TapMango app. Look at the app in store, or ask them to send a screenshot of the icon.

Still having issues

If you've worked through these causes and the issue persists, reach out to our support team and we'll help you investigate further.