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Frequently Asked Questions (FAQ)

Quick answers to the most common questions about IncentIA.

General​

What is IncentIA?​

IncentIA is a SaaS loyalty and gamification platform that allows brands, retailers, and businesses to create points programs, campaigns with interactive games, digital stamp cards, and much more. Everything is manageable from a single admin panel.

Do I need technical knowledge to use IncentIA?​

No. IncentIA is designed so that marketing teams and business managers can configure and manage everything without coding or technical expertise. The interface is intuitive and all actions are performed from the admin panel.

How many loyalty programs can I have active?​

You can have multiple programs active simultaneously. For example, a main points program and several stamp cards for specific products.

What languages is IncentIA available in?​

The platform supports multiple languages for both the admin panel and the member portal. Contact the support team to learn about available languages.

Account and Settings​

How do I change my password?​

  1. Click on your username in the top right corner
  2. Select My Profile
  3. Click Change Password
  4. Enter your current password and your new password
  5. Click Save

Can I have multiple administrators on my account?​

Yes. Go to Settings > Users to invite other members of your team. You can assign different roles and permissions to each user.

How do I customize the colors and logo of my program?​

Go to Settings > Member Portal and customize the logo, primary colors, and background colors. The changes are reflected in both the member portal and campaign landing pages.

Members​

How do my customers sign up for the program?​

Your customers can register through the registration landing page (accessible via link or QR), using email and password, OTP (code via SMS or email), or social login (Google, Apple). See the registration guide for more details.

Can I import customers I already have in my database?​

Yes. Go to Members > Import and upload a CSV file with your customers' data. Make sure you have your customers' consent as required by GDPR regulations.

A member has lost access to their account, how can I help?​

From the admin panel, search for the member in Members, access their profile, and you can:

  • Reset their password
  • Manually verify their email
  • Review their access history

How do I delete a member?​

Go to Members, search for the member, open their profile, and click Delete Member. This action is irreversible and removes all member data, including their points balance and history.

warning

Deleting a member is permanent. Make sure you truly want to delete them before confirming the action.

Points and Rewards​

Do points expire?​

It depends on your settings. You can configure points with fixed expiration (they expire after a set period) or no expiration (they never expire). Check the settings in Programs > your program > Points Validity.

Can I manually adjust a member's points balance?​

Yes. Go to Members, select the member, and click Adjust Balance. You can manually add or subtract points, specifying the reason for the adjustment.

What happens if a member redeems a reward and there is a return?​

You can cancel the redemption manually from Rewards > Redemptions. When you cancel a redemption, the points are automatically returned to the member's balance.

Can I create rewards that are only available to certain tiers?​

Yes. When creating or editing a reward, in the Restrictions section, select the tiers that can access the reward. Only members at those tiers will see it in their catalog.

Campaigns and Games​

How many campaigns can I have active at the same time?​

There is no limit on the number of simultaneously active campaigns. You can have multiple campaigns with different games, audiences, and rewards running at the same time.

Can I change the rewards or probabilities of an active campaign?​

Yes, you can modify the rewards and probabilities of an ongoing campaign. The changes are applied immediately to subsequent participations. Previous participations are not affected.

What happens when a campaign's rewards run out?​

If a reward runs out, the probabilities are redistributed among the remaining rewards. If all rewards run out, you can configure the campaign to pause automatically or display a custom message.

Can I launch a campaign for people who are not members of my program?​

Yes. Standalone campaigns are designed for this purpose. You can capture participant data and, optionally, add them automatically as members.

Stamp Cards​

What happens when a member completes their stamp card?​

When all stamps are collected, the member automatically receives the defined reward (for example, a free coffee). The card resets and they can start collecting stamps again.

Can a member have multiple active stamp cards?​

Yes, if you have created multiple stamp programs. Each card works independently.

Integrations​

What if my online store is not Shopify or WooCommerce?​

IncentIA provides an API that allows integration with any eCommerce platform. Contact the support team to explore integration options for your specific platform.

Does OCR ticket scanning work with any type of receipt?​

OCR works best with printed receipts with good print quality. Handwritten, heavily crumpled, or poorly printed receipts may not be read correctly and will go to manual review.

Can I send WhatsApp messages to all my members?​

Yes, as long as you have WhatsApp Business configured and your members have given their consent. Bulk sends require using message templates previously approved by WhatsApp.

Partners​

How do I become an IncentIA partner?​

Contact our sales team at partners@incentia.app to learn about the partner program conditions and start the onboarding process.

Can I access my clients' admin panel?​

As a partner, you have read access to the metrics and data of your tenants from the partner portal. Access to each tenant's admin panel is managed independently.

Support​

How do I contact IncentIA support?​

You can reach our support team in several ways:

  • Email: soporte@incentia.app
  • Chat: available on the platform (chat icon in the bottom right corner)
  • Help Center: this documentation you are reading

Where can I report a bug or technical issue?​

Send an email to soporte@incentia.app describing the problem in as much detail as possible: what you were doing, what you expected to happen, and what actually happened. If possible, attach screenshots.

Can't find your answer?

Contact our support team at soporte@incentia.app and we will be happy to help.