Question 1

Do my customers have to install an app?

Accepted Answer

We recommend it, without requiring it. The Oktapus app brings all their cards together, shows their code even without a network and lets them know when a reward is waiting. A customer who scans your poster is offered the app and finds your shop as soon as they open it. Anyone who doesn't want to install anything can use the web app at oktapus.app/client: they sign in by email and show their code from their browser. It's less convenient, because it needs a network at every visit and there are no notifications and no contactless card.

Question 2

Do I need any equipment?

Accepted Answer

No, nothing to buy or plug in. You need a printed A4 sheet for the window and, at the counter, a phone or tablet with Oktapus Pro (iPhone or Android). The app scans your customers' code even when the network drops. On a device where it isn't installed, the web app at oktapus.app/pro/scanner takes over from the browser, with a network needed for each stamp.

Question 3

What does “free” mean, exactly?

Accepted Answer

The free plan covers your whole loyalty programme, with no time limit, up to 100 enrolled customers. We make our living with the 14.90 € per month plan, for shops that want the contactless card, unlimited customers, more detailed statistics and the Oktapus contest. The contest is only held in Belgium and France and has not been launched yet. It will then only open in a municipality once 10 shops there have subscribed (in Belgium, the municipality of the postcode, with Brussels counting as one), and Oktapus may suspend it.

Question 4

What happens if I go over 100 customers?

Accepted Answer

Nothing changes at the counter. Nobody is turned away and stamps keep being given. We let you know, and you decide whether the paid plan is worth it.

Question 5

Can a customer give themselves a stamp, from home?

Accepted Answer

No. The customer scans nothing, you scan their code at the counter. This code changes every thirty seconds and is worth only one stamp, and the same customer cannot receive more than the limit you set (three by default) in ten minutes at your shop. The poster in the window never gives a stamp, it only adds your card to the customer's phone.

Question 6

How do I remove a stamp given by mistake?

Accepted Answer

In the Activity tab, tap the stamp to remove.

Question 7

My customer changes phone, do they lose their stamps?

Accepted Answer

No, if they have an account: they sign back in and find everything. Without an account, a customer can collect 3 stamps at most. They then have to sign up to continue and keep them.

Question 8

Can someone copy my card?

Accepted Answer

No. The secure chip (NTAG 424 DNA) generates a unique code with every tap, checked by our servers: a copy would not work. And you can see the stamps handed out in your Dashboard at any time.

Question 9

My card no longer works, what should I do?

Accepted Answer

First check that it isn't lying on a metal surface, which blocks reading. If it still doesn't respond, write to us at contact@fideloop.app and we will send you a new one.

Question 10

Where is my customers' data?

Accepted Answer

In the European Union. We don't sell it, we don't rent it, and every customer can ask for it to be deleted from the app.

Question 11

Which languages do you answer in?

Accepted Answer

The app and the website exist in nine languages. Support answers in French, Dutch and English.

Two plans. What separates them is the gesture.

Free

Contactless card

What we get asked the most.

Getting started

At the counter

The contactless card

Data and languages

Your first stamp can land tonight.