Overview
When customers lose their phone, get a new device, or accidentally delete their Perkstar loyalty card, they can easily restore it with all their history intact. As a business administrator, you can generate a special card installation link that allows customers to reinstall their card with all their stamps, points, rewards, and transaction history preserved. This guide explains how to help customers restore their loyalty cards.
What you can do:
Generate restoration links for customers who lost their phones
Help customers transfer cards to new devices
Restore cards with all history preserved (stamps, points, rewards)
Handle customers with multiple cards
Update customer information before restoration
Send installation links via email, SMS, or messaging apps
Before You Begin
Requirements:
Administrator access to your Perkstar account
Customer's identifying information (name, phone, or email)
Customer's contact method to send the restoration link
Important Information:
Card restoration preserves all customer history
The installation link is unique to each customer's specific card
If customer details changed (new phone number), update their profile first
The link takes customers to a pre-filled signup page
Info: When customers reinstall their card using the restoration link, all their loyalty progress, transaction history, stamps, points, and rewards are automatically restored. They won't lose anything.
Common Scenarios for Card Restoration
When Customers Need Card Restoration
Lost or stolen phone:
Customer lost their device with the loyalty card
Need to reinstall card on a replacement phone
Want to recover all their loyalty progress
New device:
Customer upgraded to a new phone
Switching from Android to iPhone (or vice versa)
Transferring card to a new device
Accidental deletion:
Customer deleted the card from their wallet app
Removed the app and wants to reinstall
Cleared wallet app data accidentally
Changed contact information:
Customer has a new phone number
Updated email address
Changed name (marriage, legal name change)
Note: The restoration process works the same for all these scenarios. The key difference is whether customer details need to be updated before sending the restoration link.
Finding the Customer Profile
Step-by-Step: Locating the Customer
Step 1: Log in to your Perkstar dashboard
Step 2: Click Customers in the left-hand menu
Step 3: Use the search function to find the customer
Search by customer name
Search by phone number
Search by email address
Use any identifying information available
Step 4: Click on the customer's name to open their profile
This takes you to the detailed customer profile page showing all their cards and information.
Tips for Finding Customers
If you can't find the customer:
Double-check spelling of their name
Try searching by phone number instead
Search using their email address
Ask customer for the exact information they used during signup
Check if they signed up under a different name (nickname, spouse's name)
If customer has multiple profiles:
This can happen if they signed up multiple times
Look for the profile with transaction history
Merge duplicate profiles if needed (contact support for assistance)
Tip: The search function is flexible - you can search using partial names, phone numbers with or without country codes, or any part of their email address.
Generating the Card Installation Link
Selecting the Correct Card
Once you've opened the customer profile:
Step 1: Locate the Customer's Cards section
This section displays all loyalty cards the customer has from your business.
Step 2: Identify which card needs restoration
If customer has only one card:
It will be the active card displayed
Proceed to generate the link for that card
If customer has multiple cards:
Ask customer which program they need (stamp card, reward card, etc.)
Look for the card with recent activity
Select the correct card by clicking on it
Warning: Make sure you select the correct card if the customer has multiple cards from different programs. Sending the wrong installation link will restore the wrong card.
Accessing the Installation Link
Step 3: After selecting the correct card, scroll down to find the Card Installation Link section
Step 4: You'll see a unique URL displayed
This link is specific to this customer and this card. It's the restoration link you'll send to them.
Step 5: Click the Copy button to copy the link to your clipboard
Understanding the Installation Link
What the link does:
Takes customer to a pre-filled signup page
Contains their existing information (name, phone, email)
Preserves all their loyalty history
Automatically associates the card with their past activity
Works on any device (iOS or Android)
What the link preserves:
All stamps earned
Current point balance
Reward redemption history
Transaction history
Customer preferences
Membership status
Info: The card installation link is a magic link that contains all the customer's existing data. When they click it, they won't need to re-enter their information—it's already filled in.
Sending the Link to Customers
Delivery Methods
Via email:
Copy the installation link
Compose an email to the customer
Paste the link in the email
Add friendly instructions
Send the email
Via SMS/text message:
Copy the installation link
Open your messaging app
Paste the link in a text message
Send to customer's phone number
Via messaging apps:
Copy the installation link
Open WhatsApp, Facebook Messenger, or other apps
Send the link to the customer
Include brief instructions
In person:
Copy the installation link
Use email/SMS to send it while customer waits
Or AirDrop/share directly to their device
Help them complete installation on the spot
Example Message Templates
Professional email template:
Hi [Customer Name], I've generated a link to restore your loyalty card to your new/replacement phone. Click this link to reinstall your card: [PASTE INSTALLATION LINK] All your stamps, points, and rewards will be restored automatically. When you click the link: 1. You'll see your information pre-filled 2. Simply click "Get the Card" 3. The card will install with all your history Let me know if you have any questions! Best regards, [Your Name] [Business Name]
Casual SMS template:
Hi [Name]! Here's the link to restore your loyalty card: [PASTE LINK] Just click it and press "Get the Card" - all your stamps/points will be back! 😊
Tip: Always include simple instructions with the link. Many customers appreciate knowing what to expect when they click it.
Customer's Restoration Experience
What Customers See
Step 1: Customer clicks the installation link you sent
Step 2: Their device opens the Perkstar signup page
Step 3: Customer sees their information pre-filled:
Name
Phone number
Email address
Any other profile details
Step 4: Customer clicks Get the Card button
Step 5: Card installs to their Apple Wallet or Google Wallet
Step 6: All history is restored:
Previous stamps appear
Point balance shows correct amount
Transaction history is intact
Rewards are available
Note: The entire process takes less than 30 seconds for the customer. They don't need to re-enter any information unless their details have changed.
Handling Changed Customer Information
When Customer Details Have Changed
If the customer's contact information changed (new phone number, new email, etc.), you must update their profile before sending the installation link.
Common changes:
New phone number
New email address
Name change (marriage, legal name change)
Updated mailing address
Updating Customer Information First
Step 1: Open the customer's profile in the dashboard
Step 2: Click Edit or Edit Customer button
Step 3: Update the changed information:
New phone number
New email address
Updated name
Any other changes
Step 4: Click Save to update the profile
Step 5: Now generate the card installation link
Step 6: Send the link to the customer's new contact information
Warning: If you send the installation link before updating changed information, the system may not recognize the customer when they try to reinstall. Always update the profile first if details have changed.
Why This Matters
The system matches customer details when they reinstall:
If phone number changed but profile wasn't updated, mismatch occurs
If email changed but profile shows old email, verification may fail
System needs updated information to associate the card correctly
Example scenario:
Customer had phone number: 07700 900000
Customer got new number: 07700 900111
Customer tries to reinstall card with new number
System sees mismatch between new number and profile
Card restoration may fail or create duplicate profile
Correct approach:
Customer tells you they have new number: 07700 900111
You update their profile to show: 07700 900111
You generate installation link (now contains updated number)
Customer reinstalls using new number
System recognizes them and restores everything correctly
Troubleshooting
Installation Link Doesn't Work
Problem: Customer says the link isn't working or leads to an error
Solutions:
Verify you copied the complete link (it may be long)
Resend the link - it may have been truncated in email/SMS
Check that customer has internet connection
Try sending via a different method (SMS instead of email)
Generate a fresh link if the original is very old
Card Installs But History Is Missing
Problem: Customer reinstalled card but stamps/points don't show
Solutions:
Have customer refresh their wallet (pull down to refresh)
Wait 5-10 minutes for data to sync
Verify you sent the link for the correct card
Check if customer accidentally created a new account instead of using the link
Confirm customer pressed "Get the Card" on the pre-filled page
Customer Information Doesn't Match
Problem: System says customer information doesn't match during installation
Solutions:
Check if customer changed phone number, email, or name
Update customer profile with new information
Generate new installation link after updating profile
Send fresh link with updated information
Confirm customer is entering information exactly as shown
Customer Has Multiple Cards and Wrong One Restored
Problem: Customer reinstalled wrong loyalty program
Solutions:
Go back to customer profile
Select the correct card from Customer's Cards section
Generate new installation link for the correct card
Send the new link to customer
Customer should delete wrong card and install correct one
Link Installs Card as New Instead of Restoring
Problem: Card installs but creates new account rather than restoring existing one
Solutions:
Verify customer used the installation link you sent (not a general signup link)
Check if customer modified their information during installation
Confirm customer didn't manually create new account
Update customer profile information if details changed
Generate fresh installation link after updating profile
Customer Changed Phone Number and Card Won't Restore
Problem: Customer has new phone number and restoration fails
Solutions:
Update customer's phone number in their profile first
Generate new installation link after update
Send link to customer's new phone number
Ensure customer uses the new number during installation
Don't try to restore before updating profile
Best Practices
For Customer Service
Respond quickly: When customers report lost phones or new devices, help them restore their cards promptly to maintain loyalty program engagement.
Verify customer identity: Before sending installation links, confirm you're communicating with the correct customer (ask for identifying information).
Clear communication: Provide simple, step-by-step instructions with the link so customers know what to expect.
Test the process: Periodically test the restoration process yourself to understand the customer experience.
For Information Management
Keep profiles updated: Encourage customers to inform you of contact information changes immediately.
Update before restoring: Always update changed information in the customer profile before generating installation links.
Document changes: Use customer notes to record when information was updated or cards were restored.
Consolidate duplicates: If customers have multiple profiles, merge them to prevent confusion.
For Customer Education
Explain the process: Let customers know how easy card restoration is so they don't panic if they lose their phone.
Promote cloud backup: Remind customers that their loyalty data is stored safely in your system.
Share proactively: Include card restoration information in welcome emails or FAQs.
Offer assistance: Make it clear customers can contact you anytime they need help restoring their card.
For Security
Verify identity: Don't send installation links without confirming customer identity.
Use secure channels: Send links via verified email or SMS, not social media DMs from unverified accounts.
Document requests: Keep records of who requested card restoration and when.
Watch for fraud: Be cautious of unusual restoration requests or customers claiming others' cards.
Frequently Asked Questions
Will customers lose their stamps/points when they get a new phone?
No, all loyalty progress is stored in your Perkstar system, not on the customer's device. When they reinstall their card using the restoration link, everything is restored automatically.
How long does the installation link stay valid?
Installation links typically remain valid indefinitely unless you deactivate the customer's account. However, if customer information changes, generate a fresh link after updating their profile.
Can customers restore their cards themselves without contacting me?
Not currently. Customers need you to generate the installation link from your dashboard. This security measure prevents unauthorized card access.
What if the customer changed their phone number?
Update their phone number in their customer profile first, then generate the installation link. The link will contain their updated information for smooth restoration.
Can I send one link to restore multiple cards?
No, each card requires its own installation link. If a customer has multiple cards (stamp card, reward card, etc.), generate separate links for each card they need to restore.
What happens if I send the wrong card's installation link?
The customer will reinstall the wrong card. Simply generate the correct link, send it to them, and they can install the right card and delete the wrong one.
Do customers need to delete the old card before reinstalling?
If they still have access to the old device, it's good practice to delete the old card first. But if the device is lost, they can simply install on the new device and the card will sync properly.
Can customers use the installation link on multiple devices?
Yes, customers can install their card on multiple devices (phone and tablet, for example). The link can be used multiple times.
What if the customer accidentally created a new account instead of using my link?
Delete the duplicate account or contact support for assistance. Then send the correct installation link to ensure they're using their original account with history.
How do I know if a customer successfully restored their card?
Check the customer's profile in your dashboard. You'll see the card installation date update, and you can verify their transaction history shows they're active again.
Can I restore a deleted customer account?
If the account was deleted, you cannot restore it. However, if you deactivated it, you can reactivate it and then generate an installation link.
Will the restoration process work if the customer switched from iPhone to Android?
Yes, the restoration process works across all devices. The card will install to Apple Wallet on iOS devices and Google Wallet on Android devices.
What information does the installation link contain?
The link contains a secure reference to the customer's account and their specific card. It doesn't expose sensitive personal information in the URL itself.
Can I create a general restoration link that works for all customers?
No, each installation link is unique to a specific customer and specific card. This security measure ensures customers can only restore their own cards.
How often do customers typically need card restoration?
Most commonly when upgrading phones (every 1-3 years), losing devices, or accidentally deleting the wallet app. Having a smooth restoration process improves customer retention.