Something broken? Tell us what happened.
Help with the PointVibe apps — Appointments, Merchant and Scan — and with your account. If something is down at the counter, say so in the subject line and we will treat it that way.
We reply to most requests within one business day, Monday to Friday, Eastern Time.
Write to support
Four things that get you a fix, not a question
Support is email rather than a ticket form, so the more of this is in the first message, the more likely our first reply solves it.
Which app, and its version
Appointments, Merchant or Scan. The version is at the bottom of the app's More screen.
Your device and OS
For example iPhone 14 on iOS 18, or a Samsung Galaxy Tab on Android 14.
Your store or business name
As it appears in PointVibe, so we can find the right account.
What happened, and what you expected
The steps you took, what the app did, and what you thought it would do. A screenshot or a short screen recording is worth several paragraphs.
Which app do I need?
Three apps doing different jobs. If you are not sure which one you were asked to install, this is usually the answer.
PointVibe Appointments
The day in your pocket
- Today's schedule, and what is still unconfirmed
- Booking requests waiting for you to approve
- Your client list, with their loyalty balance attached
- A push the moment somebody books
PointVibe Merchant
The counter, on a bigger screen
- Appointments, passes, rewards and customers in one place
- Booking rules and your online booking page
- Runs landscape on a tablet at the desk
PointVibe Scan
Just the scanner
- Reads a customer's pass at the counter
- Works at a market stall or on a door
- No hardware beyond the camera you already have
Common questions
Staff accounts are not self-registered. An owner or manager creates them in the PointVibe merchant portal, and you sign in with the email address they used. If you have no account yet, ask whoever runs your PointVibe account to add you — we cannot create a staff login on your behalf, because only the business can say who works there. If you do have an account and the password is the problem, use the reset link on the sign-in screen, and check your spam folder before writing to us.
Appointments is the staff phone app, Merchant is the counter tablet, and Scan is the scanner. If you were told to scan a customer's pass, you want Scan. If you need to see the day's bookings, you want Appointments.
Email us from the address on the account and say whether you mean a merchant account or an individual customer record. For a merchant account, tell us the business name and the email it uses, and we delete the account and the data associated with it. If you hold a pass from a business and want your record removed, the business that issued it controls that data — ask them, and they can delete it from their dashboard. If you cannot reach them, write to us and we will help.
Passes update over the air, and a phone may wait for Wi-Fi or a charge before it refreshes. Ask them to open the pass in Apple Wallet or Google Wallet and pull down to refresh. If it is still stale after that, send us the business name and roughly when the change was made.
No. A pass lives in Apple Wallet or Google Wallet, which are already on the phone. There is nothing for them to download and no password to remember.
Terms and privacy
What we collect, how long we keep it, and the terms you are agreeing to.
PointVibe Inc.