Frequently asked questions
Short answers. If something fails, go to Troubleshooting.
General
What is IncentIA?
A platform for loyalty, gamification and brand activations. See What is IncentIA.
Do I need technical knowledge?
Not for day-to-day operation: everything is done from the panel. Only the Developers section requires programming.
How many programmes and campaigns can I have?
It depends on your edition. See the Limits table in Editions and features: users, members, programmes, active campaigns, channels and OCR reads.
An option doesn't appear in my menu. Why?
Because of your edition or your role. Check both in Editions and features and Roles and permissions.
Members
How do my customers register?
From the landing page of your programme or of a campaign, with a link or a QR code. See Member Registration.
Can I import the customers I already have?
Yes, with a CSV in Members & Programmes › Members. See Import and invite members. Make sure you have their consent.
How do members get into the portal?
Without a password: with a code, an email link or a passkey. See Ways to sign in.
Can I delete a member or handle a GDPR request?
Yes. See Handle a GDPR request. Deletion is irreversible.
Points and rewards
Do points expire?
It depends on the programme. In the programme's Expiration Days field, empty means they do not expire. See Programmes.
How do I cancel a redemption?
From Rewards › Redemptions, with Cancel redemption. It is final. See Redemptions.
Can I restrict a reward to certain tiers?
Yes, with Min Tier Level on the reward. See Catalogue.
Campaigns
Can I run a campaign for people who are not members?
Yes. Participants play or take part from the landing page without being members. See Campaigns.
What happens if I change a campaign's slug?
The old addresses stop working. See Campaigns and landing pages.
Can a member have several stamp cards?
Yes. If there are several active cards in the same programme, one stamp advances all of them at once. See Stamp cards.
Communication and integrations
Can I send WhatsApp messages to all my members?
With WhatsApp Business connected and templates approved by Meta. See WhatsApp.
Does OCR work with any receipt?
Best with printed, sharp receipts. If it cannot be read, it goes to manual review. See Evidence and OCR.
My shop is not Shopify or WooCommerce. Can I integrate it?
Yes, with the public API and webhooks.
Agencies
How do I manage my clients' brands?
With the agency portal. See Portal Access.
Support
How do I contact support?
Write to soporte@incentia.app or use the platform chat. Describe what you were doing, what you expected and what happened, and attach screenshots.
Write to soporte@incentia.app.