Hello Regulars
Support
Hello Regulars is built and maintained by one person - email me and you'll receive a direct response.
Getting help
I aim to reply within one working day, New Zealand time. If something is stopping you serving customers - staff can't stamp, the scanner won't pair - say so in the subject line and I'll treat it as urgent.
What to include
- Your shop name, so I can find your account.
- Your contact phone number, in case it's quicker to call you.
- What you expected to happen, and what happened instead.
- Whether it affects one customer or everyone.
- A screenshot, if there's something on screen.
Things you can fix yourself
A customer lost their phone or got a new one
They don't need you. On your shop's join page there's a link - Already have a card? Get it back - where they enter the email address they signed up with, and we email their card back with the same stamps, spend tally and any visits they've paid for.
A scanning device has stopped working
Sign in to app.helloregulars.co.nz, open Devices, and pair it again from the QR code shown there. If a phone or tablet has gone missing, use Sign out all devices on the same page and re-pair the ones you still have.
You need your customer list
The Dashboard has a download button. It's a spreadsheet, one row per card, and it marks who has both ticked the marketing box and confirmed their email address - those are the people you may lawfully email.
Counter devices
The staff app runs on the phones and tablets you already have at the counter - there's no special hardware. It needs a working camera (that's how it scans cards and pairing codes) and:
- iPhone or iPad: iOS 16 or later - that's iPhones from the iPhone 8 (2017) onwards, and most iPads sold since 2017.
- Android: Android 7.0 or later with Google Play services - almost any Android phone or tablet from 2016 onwards. (Devices without Google Play services, such as Amazon Fire tablets, can't run the scanner.)
Get the staff app from the App Store or Google Play - or just search Hello Regulars in the store on the counter device. The admin portal's Devices page also shows a QR code that takes the device straight there.
There's no limit on how many devices you pair. If one goes missing, use Sign out all devices on the admin portal's Devices page, then re-pair the ones you still have.
Billing
Subscriptions are month to month, and you cancel from the admin portal. For invoices, receipts or a change of card, open Billing there - it takes you to Stripe, which handles our payments.
Deleting your data
Email hello@helloregulars.co.nz with "delete my data" in the subject and we'll remove it within 10 working days - your right under the New Zealand Privacy Act 2020 - full details at helloregulars.co.nz/delete-data. Card holders: tell us the shop and the name or email on the card, and we'll delete the card and everything attached to it (removing the card from your wallet also stops all contact from the shop). Shop owners: we'll close your account and delete your shop, its cards, and customer records. We'll confirm by reply when it's done.
Reporting a security issue
Email hello@helloregulars.co.nz with "security" in the subject. Please give us a reasonable chance to fix it before publishing anything.