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Retriever
A Retriever Labs Product
SUPPORT
HELP DESK
EST. 2026
Support

How can we help?

Quick answers below. Still stuck? Send us a message and we'll get back to you, usually within a day.

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Common questions
Do my customers need to download an app?+
No. Customers join from a link, add their loyalty card to Apple Wallet or Google Wallet, and that's it. No app to install on either side.
How do customers join my loyalty program?+
Share your café's unique join link (e.g. retrieverlabs.net/join/your-café) or print its QR code. Customers enter their first name and phone, then add the wallet pass you generate for them.
How do staff award or redeem points?+
Open the scannerand point the camera at the customer's wallet QR, and it stamps automatically. Forgot their pass? Look them up by phone right on the scanner. When they hit the reward threshold, the same screen lets staff redeem it.
Can I install the scanner as an app on my till or phone?+
Yes. Open the scanner in your browser and you'll see an Install the scanner app prompt, tap Install and it opens in its own window with the Retriever icon.

On a Mac/Windows computer (Chrome or Edge): use that prompt, or the install icon in the address bar. On an iPhone/iPad (Safari): tap the Share button, then Add to Home Screen.

Installing it this way means the camera permission is remembered, so staff don't get asked for camera access every time they open it.

How do I add or remove staff?+
As the owner, go to Dashboard → Team. Add a staff login (email + temporary password) or remove someone anytime. They only get the scanner, never your dashboard, settings, or billing.
Can I customize the card?+
Yes, Dashboard → Settings lets you set your brand color, logo, reward threshold, and what one point is called (e.g. "Coffees", "Stamps", or "Points"). Your branding also themes the public join page.
How do customers see their balance?+
Their wallet pass updates automatically after each scan, and the new balance shows right on the card in Apple or Google Wallet. They can also open their personal card link any time to see progress and their QR.
Is my customers' data secure?+
Yes. Each café's data is isolated at the database level (row-level security), traffic is encrypted in transit and at rest, passwords are hashed, and we never store card details — payments are handled by Stripe. We don't sell customer data. We collect only what a loyalty card needs (a first name and phone number). If a serious data breach ever occurred, we would notify the affected people and the OAIC under Australia's Notifiable Data Breaches scheme. See our Privacy Policy for the full detail.
How do I remove a loyalty card from my wallet?+

Apple Wallet (iPhone):

  1. Open the Wallet app and tap the loyalty card.
  2. Tap the More button (the ••• in the top-right corner).
  3. Scroll down and tap Remove Pass, then confirm.

Google Wallet (Android):

  1. Open the Google Wallet app and tap the loyalty card.
  2. Tap the More menu (the ••• in the top-right corner).
  3. Tap Delete pass (or Remove), then confirm.

Removing the card doesn't delete the membership. You can add it back any time from your café's join page using "Find your card."

What about billing and the free trial?+
You get a 14-day free trial with no charge until it ends, and you can cancel anytime from Dashboard → Billing. After the trial it's A$29 per month.
I forgot my password.+
Use the Forgot password link on the login page, and we'll email you a secure reset link.
R E T R I E V E R

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