> For the complete documentation index, see [llms.txt](https://commanderhelp.verifone.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://commanderhelp.verifone.com/commander-help/commander-troubleshooting-guides/loyalty-guides/general-loyalty.md).

# General loyalty

Use this flow when loyalty is not working.

{% stepper %}
{% step %}

### Check loyalty host status

In Configuration Client, go to **Tools → Helpdesk Diagnostics → Payment → Loyalty Status**.

a. If status is **Online**, continue to Step 2.

<figure><img src="/files/himisKxabfcq3W3mlwDE" alt="" width="491"><figcaption><p>Loyalty status Online screen</p></figcaption></figure>

b. If status is **Offline**, contact your loyalty provider.

* Ask them to confirm communication are active and configuration is correct.
  {% endstep %}

{% step %}

### Run a card table download (trigger pull)

Run a card table download so the site pulls the latest loyalty card configurations.

To complete this process, please see the documentation on “[Performing Card Table Downloads / Trigger Pulls](/peripherals-help/peripherals-help/pinpads-help/general-pinpad-help/card-table-download-trigger-pull.md)”
{% endstep %}

{% step %}

### Before Initializing Pinpads and all DCRs

### Before performing **Initialize EMV/POP Init on indoor Pinpad,** confirm:

* Register is clear of **Active sale.**

This prevents Initialization errors and sale discrepancies.
{% endstep %}

{% step %}

### Initialize Pinpads and DCRs (EMV Initialization)

Run EMV initialization for **all PIN pads** and **all DCRs**.

Follow <button type="button" class="button primary" data-action="ask" data-query="Give me clear steps for EMV Initialization for all my pinpads and DCRs. Show Screenshots." data-icon="right-long">EMV Initialization</button>
{% endstep %}

{% step %}

### 4) Test loyalty

Run the same loyalty test on both device types:

* an indoor PIN pad
* a DCR (outdoor)

#### If the test works

No further action needed. Monitor for repeat issues.

#### If the test fails

Capture the **exact on-screen message** (or response code), plus **date/time** and **register/pump**.

1. Contact the loyalty program owner (brand / 3rd-party loyalty provider).
2. Ask them to confirm host-side eligibility and configuration for the site.

If they direct you to investigate the available loyalty configurations or LAN configurations contact Verifone Helpdesk:

{% hint style="info" %}
N**eed assistance? Contact Verifone Helpdesk at anytime.**

* Use our **Chat** platform
* Or call **1.800.VERIFONE (837.4366)**

Tell us the troubleshooting steps you’ve already tried. This saves time and gets you the right support faster.
{% endhint %}
{% endstep %}
{% endstepper %}


---

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