Overview
When a client migrates to Incentivio from a previous loyalty provider, guest accounts are imported automatically. These imported accounts exist in the system but have not been activated — meaning the guest has never set a password or logged into the Incentivio app directly. Accounts created passively via POS signup (e.g., a phone number captured at the register) follow the same pattern.
Until a guest activates their account, they may encounter errors or limitations that look like bugs but are expected behavior.
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Common Issues
"I can't log in / I don't know my password"
The most common issue for imported accounts. The guest has never set a password for Incentivio, so standard login will fail. They need to go through the account recovery flow (email or SMS) to set one for the first time.
"I'm not receiving a reset email"
Usually means no email address is on file, or the email on file is incorrect. Pull up the account in CRM and confirm the email field is populated. If it's missing or wrong, update it and then send the reset link manually.
"I'm not receiving a reset text"
SMS delivery is only available if the client has SMS enabled. If it is enabled but the guest still isn't receiving it, confirm the phone number on the account matches exactly what the guest is providing. Also check that the account isn't a phone-only account with no email — in that case, SMS is the only recovery path.
"I have points but I can't redeem anything"
Guests can accumulate points from POS transactions before activating their account, but redemption through the app requires an active, verified account. Once they complete activation, redemption should work normally.
"I have two accounts"
Common when a guest was imported with a phone number and later created a new account with an email. Or they activated on one device and created a fresh account on another.
The easiest way to fix this is delete one account and add the correct amount of points to the second account. You can adjust any information like phone or email as well to the remaining account.
This will not transfer transaction history, but the user will have their points and then will be able to move forward with one account.
Before Contacting Support
Before escalating a ticket, confirm the following:
- Account exists in CRM (searched by both email and phone)
- Email address is populated and correct
- Password reset link has been copied and sent to the guest
If you do need to escalate, please provide the following information:
- Guest Name, Phone and/or Email
- Issue they are facing
- Any relevant screenshots from the customer