General loyalty

Troubleshoot general loyalty issues by checking host status, running a card table download, initializing PIN pads and DCRs, and testing the result.

Use this flow when loyalty is not working.

1

Check loyalty host status

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

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

Loyalty status Online screen

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

• Ask them to confirm communication are active and configuration is correct.

2

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”

3

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.

4

Initialize Pinpads and DCRs (EMV Initialization)

Run EMV initialization for all PIN pads and all DCRs.

Follow

5

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:

Need 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.