Customer Says Code Doesn't Work
Possible Causes:
Typo - Have them read it character by character
Expired - Check expiration date in your system
Already Used - Look up redemption history
Wrong Location - Check location restrictions
Resolution:
If valid issue, manager can create a new code
I'm Not Receiving Notifications
Check These:
App Notifications
Phone Settings → GoodAgain → Allow Notifications
Email Notifications
Verify email in Settings → Profile
Check Settings → Notifications are enabled
Team Role
Ensure your role has notification permissions
How Do I Change My Password?
On login screen, tap Forgot Password
Check email for reset link
Can I Delete a Complaint?
No, complaints cannot be deleted. This ensures:
You can:
Block the customer if abusive
What Happens If I Cancel My Subscription?
If you cancel:
Immediate: You enter read-only mode
Access: You can still view all data
Restrictions: Cannot approve offers, invite team, etc.
QR Codes: Stop working for new complaints
Existing Codes: Customers can still redeem
Your data is retained for 90 days in case you resubscribe.
Customer Didn't Receive Their Email
Check These:
Correct Email - Verify in complaint details
Spam Folder - Ask customer to check
Typo - Look for common mistakes (.con instead of .com)
Resolution:
Resend the offer email from complaint details
Or read the code to them over the phone
How Do I Get a Refund for a Customer?
GoodAgain doesn't process refunds. For refunds:
Use your normal refund process (POS, payment processor)
Document in the complaint notes
Mark complaint as resolved
How Do Punch Cards Work?
Customers earn a "punch" each time they visit by showing staff a QR code or 6-character code. After reaching your configured punch target (e.g., 10 visits), they automatically receive a reward — a discount or free item. The punch count then resets so they can earn again.
See Punch Cards for full setup instructions.
What's the 6-Character Punch Code?
Every punch card has a unique 6-character code (e.g., ABC123) displayed on the customer's screen. It's a fallback for when QR scanning isn't available. Staff can enter it manually on the Redeem screen under Punch Card mode.
Can a Customer Get Multiple Punches in One Visit?
No — a cooldown period prevents this. You set the minimum time between punches (1 hour to 24 hours) in Settings → Marketing → Punch Cards. The default is 2 hours. If a customer tries too soon, staff will see a message showing how long to wait.
What Happens When a Customer Completes Their Card?
A promo code (prefixed PC-) is automatically generated and emailed to the customer. The reward is whatever discount or free item preset you configured. Their punch count resets so they can start earning toward the next reward.
How Are Winners Determined?
Each wheel segment has a win probability you set (e.g., 40% for "10% Off", 15% for "No Prize"). All segment probabilities must total 100%. The system randomly selects the outcome based on these weights each time a customer spins.
See Spin-to-Win for configuration details.
Can I Change Prizes After Customers Have Already Played?
Yes. Updating your wheel segments affects future spins only. Prizes already won and delivered keep their original values. Existing promo codes are not affected by changes to the wheel.
What If All My Probabilities Don't Add Up to 100%?
The system requires all segment probabilities to total exactly 100% before you can save. If they don't add up, you'll see a validation error. Adjust your segment percentages until they total 100%.
What's the Difference Between Scratch-to-Win and Spin-to-Win?
Both are gamified prize tools, but they differ in feel. Scratch-to-Win uses a virtual scratch card (like a lottery ticket) while Spin-to-Win uses a prize wheel (game show style). Scratch cards come in style presets (Gold, Silver, Holiday, Custom). You can enable both simultaneously — they operate independently.
See Scratch-to-Win for more details.
How Do I Prevent Customers From Playing Too Often?
Use the eligibility settings in Settings → Scratch-to-Win. You can limit plays per period (e.g., 1 play per month) and enforce limits using email tracking, device fingerprinting, or both. Enabling both tracking methods provides the best abuse prevention.
Can I Restrict Scratch-to-Win to In-Store Customers Only?
Yes. Set the access mode to QR Only — customers can only play by scanning your in-store QR code. In Public mode, anyone can access it via your business page or link hub.
How Do Customers Sign Up for Birthday Rewards?
Customers enter their birthday (month and day only — no birth year) when signing up through your QR code scan or business page. GoodAgain then automatically sends a birthday reward email based on your configured timing (e.g., 3 days before their birthday).
See Birthday Club for setup instructions.
What If a Customer Signs Up After Their Birthday Has Passed?
Enable Allow Late Birthday Rewards in Settings → Birthday Rewards. When toggled on, if a customer signs up and their birthday recently passed (within the send window), they'll receive their birthday reward within 24 hours of signing up.
How Often Do Customers Receive Birthday Rewards?
Once per year. Each customer can only receive one birthday reward per year. If a customer tries to redeem a second birthday code in the same year, the system flags it as already redeemed.
Referral Program
How Does the Referral Program Work?
Customers generate a unique referral link from their Rewards → Referrals tab and share it with friends. When a friend opens the link and creates an account, both the referrer and friend automatically receive the rewards you configured. A "Refer a Friend" teaser card also appears on your business landing page.
See Referral Program for full details.
Can Customers Abuse the Referral Program?
The system has built-in safeguards:
Each friend can only be referred once per business (tracked by email)
Duplicate referral redemptions are automatically prevented
Self-referrals are not possible (same email cannot refer itself)
There's no limit on total unique referrals, but each individual friend only counts once
If you suspect abuse, contact [email protected].
A Customer Says They Didn't Get Their Referral Reward
Check these: (1) Did the friend use the actual referral link (not just visit your page directly)? (2) Did the friend create an account or log in? (3) Was this friend already referred before? (4) Is the referral program still enabled in Settings? If everything checks out and the issue persists, contact support.
Win-back Campaigns
How Many Reminders Should I Enable?
Start with the defaults — 5-day and 24-hour reminders. The 5-day reminder gives customers time to plan, and the 24-hour reminder creates urgency. Avoid enabling all 4 reminders for short offer windows (e.g., 7 days), as customers would receive multiple emails in quick succession.
See Win-back Campaigns for more details.
What Are Quiet Hours?
Quiet hours prevent reminder emails from being sent late at night or early in the morning. The default window is 9 PM – 9 AM PST. Emails that would fire during quiet hours are queued and sent as soon as quiet hours end. Configure this in Settings → Win-back Campaigns.
Will Customers Get Duplicate Reminder Emails?
No. Each reminder type (7-day, 5-day, 3-day, 24-hour) is only sent once per promo code. A grace period also prevents reminders from firing within the first 24 hours or before 25% of the offer window has elapsed.
What Notifications Does Staff Receive for Live Alerts?
When a customer reports an issue, a Slack message is sent instantly to your configured channel. The alert includes the table/zone, severity level (High/Medium/Low), customer name (if provided), an issue summary, and a direct action link to respond.
See Live Alerts for setup instructions.
Do I Need a Special Phone Number for SMS Alerts?
Live Alerts currently work through Slack only — no special phone number is needed. Set up a Slack Incoming Webhook, paste the URL into GoodAgain, and alerts will post to your chosen channel.
Can I Send Alerts to Multiple Slack Channels?
Currently one webhook URL per location is supported. If you need multiple teams to see alerts, use a shared Slack channel (e.g., #live-alerts) that all relevant staff can access.
GoodAgain Cards
How Do I Print Physical Cards?
Go to Settings → GoodAgain Cards and follow the 3-step wizard: (1) choose a design style (Gradient, Clean, or Bold) and orientation, (2) configure the offer type, expiration, and quantity (10–100 cards), (3) preview and print directly or save as PDF. Cards print 10 per page on standard business card sheets (Avery 5371 compatible).
See GoodAgain Cards for full details.
Can I Customize the Card Design?
Yes. Choose from three styles (Gradient, Clean, Bold), two orientations (horizontal or vertical), and 8+ color options including your brand color. Each card automatically includes your logo, business name, offer value, location, expiration date, and a unique QR code.
Can a Card Be Used More Than Once?
No. Each card has a unique QR code that can only be redeemed once. Once scanned and redeemed, it's marked as used. You can also archive an entire batch to deactivate any unredeemed cards.
Experience Gate
What Happens If I Disable the Experience Gate?
The "How was your experience today?" prompt is hidden from your customer-facing page. Customers will see your other features (Spin-to-Win, Birthday Club, etc.) without the experience question. Spin-to-Win, Birthday Club, and all other features continue to work independently.
See Experience Gate for more details.
Can I Use the Experience Gate Without Complaint Resolution?
The Experience Gate routes customers based on their response — "Great" prompts a review, "Okay" shows a feedback form, and "Not Good" enters the complaint resolution flow. It's designed to work as a full sentiment routing system. If you only want marketing features, you can disable the gate entirely.
Can I Customize the Experience Gate Question?
The question text automatically adapts based on your business type and order channels (e.g., "How was your visit?" vs. "How was your order?"). You don't need to set it manually.
Team Management
What Can Each Role (Owner/Manager/Staff/Viewer) Do?
See Team Management for a detailed breakdown.
How Do I Change Someone's Role?
Go to Settings → Team, tap on the team member, and update their role. Changes take effect immediately. Only the Owner role can manage team members and change roles.
How Do I Remove a Team Member?
Go to Settings → Team, tap on the team member, then tap Remove from Team. They immediately lose access but historical records (redemptions, approvals) are preserved.
Your Standard QR code links to your business page, which shows whatever features you currently have enabled. So if you switch from Spin-to-Win to Scratch-to-Win, the same QR code will reflect the change. You don't need to reprint unless you want a different focus preset or design.
See QR Code Printing for design and printing options.
Where Should I Place QR Codes for Best Results?
The most effective placements are: at the counter or register, on table tents (use Table QR mode for numbered tables), on receipts, near the entrance or exit, and on social media. Use the built-in Avery templates or custom sizing to create materials that fit each placement.
What's the Difference Between Standard QR and Table QR?
Standard QR prints a single QR code linking to your business page — great for counters, receipts, and signage. Table QR batch-prints numbered table labels (e.g., "Table 1" through "Table 20"), each with a unique QR code tied to that table number — designed for restaurants.