Having trouble scanning, stamping, or redeeming a card?

Most Stamper errors are easy to fix. Find the message you're seeing below to understand what happened and what to do next.

📱 App version This guide applies to Stamper 3.2.0 and above on Android and 3.1.2 and above on iOS. If your screens look different, update Stamper from the Google Play Store or App Store first.

If you're having trouble with a scan or stamp:

If you still see an error, find it below.

What it means

The QR code you scanned isn't a valid Loopy Loyalty card, or the card belongs to a different Loopy Loyalty account than the one you're logged into.

What to do

What it means

The card has an expiry date configured in the loyalty program, and that date has passed.

What to do

If the card shouldn't have expired, check the card's expiry settings in the Loopy Loyalty web dashboard.

💡 Good to know Card expiry is controlled by the program settings. If the expiry wasn't intentional, you may need to update the program configuration.

What it means

The loyalty campaign itself has an end date, and that date has passed.

What to do

Check the campaign's end date in the Loopy Loyalty web dashboard. If the campaign should still be active, update its end date.

Card expired vs. campaign expired A card expiry affects a specific card. A campaign expiry affects the loyalty program itself.

What it means

The customer doesn't currently have an unredeemed reward.

This usually means either:

What to do

Check the customer's stamp count and reward history before trying to redeem a reward.

What it means

The action you're trying to perform isn't valid for the customer's current card status.

For example, you may be trying to redeem more rewards than the customer currently has available.

What to do

Check the numbers you're entering and make sure the requested action is valid. Then try again.

What it means

Your Stamper login session has timed out.

This isn't related to the customer's card.

What to do

Log in again and try the action once more.

💡 Tip If you're using a shared device and session timeouts happen frequently, turn on Remain logged in under Settings → Authentication.

What it means

Stamper encountered a temporary problem that doesn't have a more specific error message. This is often related to a temporary server-side issue.

What to do

If the error happens repeatedly, report the problem to our team using one of the options below.

What it means

Your internet connection was lost while scanning, stamping, or redeeming.

Stamper doesn't queue actions while you're offline.

What to do

⚠️ Don't worry about duplicate stamps If an action fails because your connection was lost, the action wasn't completed. Nothing was partially applied or saved for later.

Stamper requires a live internet connection for every scan, stamp, and redemption.

If your connection drops:

The action either completes successfully while you're online, or it doesn't happen.

There are no partially completed stamps or redemptions, and Stamper doesn't save actions to sync later.

So if you see a connection error:

Reconnect → Try Again → Scan the card again

You don't need to undo anything.

If the error you're seeing isn't listed above, or something in the app doesn't look right, there are three ways to contact our team.

Best for: A quick report when something unexpected happens.

Shake your phone anywhere in the Stamper app.

Stamper captures a screenshot of the screen you're on and opens the Report a problem dialog.

Describe what happened, then tap Send. The report goes directly to our team.

The Report a problem dialog.

💡 Shake to report is enabled by default. If you don't want to use shake detection, you can turn it off from the report screen.

If you've previously disabled it:

Settings → Tap the app version number 7 times → Developer Options → Shake to report bug

Developer Options → Reset tab.

Don't worry about the name "Developer Options." You don't need to be a developer to use these troubleshooting settings.

Best for: Questions or problems where you'd like to talk directly with our team.

From the Stamper Home screen:

⋮ → Support

This opens a live chat with our team without leaving the app.

The in-app Support chat.

Who can use Support chat? Team member accounts that aren't the main account owner can't access this chat. They'll see a message asking them to contact their account owner instead. This is expected behavior.

Best for: Technical problems where our team needs more information to investigate.

Instead of describing everything manually, you can send us a complete diagnostics report containing information such as your app version, device, settings, and recent errors.

Developer Options → Diagnostics → COPY ALL.

This gives our team detailed technical information without you having to describe your device or app configuration manually.

All three options reach the same team, so choose whichever is easiest for you.

If a connection error occurs during a stamp or redemption, the action wasn't completed. You don't need to undo anything.

Stamps and redemptions require a live internet connection. There is currently no offline queue or automatic sync.

If you're frequently seeing Session Expired, enable Remain logged in under Settings → Authentication.

If you've tried the steps above and something still doesn't look right, contact our Support team. Sending a screenshot or diagnostics report can help us investigate the issue faster.