A little help.
Less ducking about.
Answers for customers, counter teams and business owners. Start with the question. We’ll keep the jargon out.
22 answers found.
How do I join Loyal Duck?
Open the customer app or scan a participating business’s merchant QR. Enter your phone number, verify the SMS code and use that same account at other Loyal Duck businesses.
Do I need an account at every business?
No. One Loyal Duck account holds your separate merchant relationships. You may sign back in on a new device, but do not create another account for each shop.
My SMS code has not arrived. What now?
Check the phone number and country code. Wait for the resend control in the app, then retry. Never share a code with staff or support. Contact support if access remains blocked.
Why did scanning a QR not add points?
A merchant QR opens that business. Staff must record a qualifying purchase or visit before loyalty is added. The scan alone does not prove a purchase.
Can I move points between businesses?
No. Each business runs its own programme. Your café’s visits and your salon’s points are kept separate.
A purchase or visit is missing.
Check your recent activity, the merchant and branch, and the programme’s qualification rules. Ask staff to check the original transaction before recording it again.
How do I use a reward?
Select the available reward in your app and follow the confirmation flow with staff. The business supplies the reward and the final confirmation updates your balance.
Staff entered the wrong amount.
Ask a manager to review the original transaction and use the permitted reversal process. Do not ask staff to balance it out with a fake purchase or visit.
Are offers the same as points rewards?
No. An offer is a temporary merchant deal. It may not use points. Check its terms, branch, dates and use limits before redemption.
Why can’t I see an offer someone else sees?
Some promotions are for existing members, specific branches or customers who have not already used them. Offers can also expire, pause or reach their stated limits.
Do I have to allow location access?
No. Choose a city instead. Location is useful for nearby results while browsing; it is not required to use core loyalty.
The merchant would not honour an offer.
Ask the team to check the published terms and branch. Keep the offer reference and contact Loyal Duck if the issue remains unresolved. Do not share passwords or OTPs.
How do I turn off promotional notifications?
Open Me → notification settings in Loyal Duck and change Offers from My Places. Device-level push settings are separate. Turning off promotional pushes does not delete your loyalty account.
How do I delete my account?
Use Me → Privacy / Account → Delete Account, or the public deletion page. Identity verification protects your account. A support conversation is not the only route. Open the deletion page →
I no longer have my old phone number.
Contact support through the account access topic. Do not create duplicate accounts or share someone else’s OTP. Recovery needs a verified identity check.
How quickly can I set up a programme?
A straightforward programme has a setup target of around five minutes after business approval. Application review, signing and activation are separate steps.
Does every cashier need to sign a contract?
The authorised business signatory completes the merchant agreement. Staff accept a shorter use acknowledgement through their own account before using the counter.
Do I need a new POS or scanner?
No POS replacement is required. The Business app’s supported camera scanner can read a customer QR; exact phone or Duck ID lookup is available as an alternative.
Is the first location free?
Core loyalty at your first location is free during the founding launch. Confirm the applicable offer at onboarding. Campaigns, extra locations and physical materials are separate.
Why is my campaign waiting for review?
Loyal Duck reviews the message and linked offer before sending is available. Check the campaign status in Business for changes needed or the next step.
Can I message everyone on Loyal Duck?
No. Campaigns target your own eligible, opted-in merchant customers. You do not get other businesses’ customer lists or unrestricted messaging access.
I paid, but the campaign has not sent.
Check its approval, payment, schedule and promotion status. Contact support with the campaign reference. Do not pay again or create another campaign to force the send.
Talk to the team.
Tell us what happened. No passwords, sign-in codes or card details.
YOUR ACCOUNT, YOUR CALLPrivacy and deletion.
Clear choices, an identity check and no guilt trip.