Support & Help

By email, usually within 24 hours on business days. By phone you can reach us Monday to Friday between 9 am and 5 pm. It can take longer on weekends and public holidays.

One stamp per shop per day counts — a second scan on the same day is deliberately ignored. If you use the Stempely app and were offline while scanning, the stamp still appears in the app straight away and is submitted automatically later. If your card is in Apple Wallet or Google Wallet, the scan needs an internet connection; the pass then updates by itself, which can take a moment. If the card stays empty, send us the name of the shop and the approximate time.

With the normal phone camera: hold the camera steady on the code and tap the link that appears. In the Stempely app: first check that the app is allowed to use the camera — you will find this in your phone settings under Stempely. If that does not help, many counters also have an NFC sticker: unlock your phone and hold it against the sticker, which replaces the scan. Older stickers, however, only respond if the Stempely app is installed.

In the Stempely app, loyalty cards live locally on the device and are not transferred automatically when you switch phones. With a card in Apple Wallet or Google Wallet, too, the balance may be missing after switching devices. Tell us which shops your cards are from and we will check with each shop whether your balance can be restored.

In the admin portal under “Settings”: that is where you set how many stamps a reward takes and what the reward is, and where your company name, address and logo live. You can set all of this in the free plan – no settings are reserved for the paid plan.

You will find the cancel button in the admin portal under “My account”. Your account and your loyalty cards stay in place; you are back on the free plan with every feature for up to 25 customers. If you have more customers, they keep their stamps – but new customers can only join again with Premium, and additional locations are removed.

Click “Forgot password” on the login page. You will receive an email with a link for setting a new one. If nothing arrives, check your spam folder — and write to us if it is missing there too.

Send us a short email from the address you registered with. We will delete your account and the data belonging to it. The privacy policy explains which data we process in the first place.