If your loyalty program has stopped working, follow the steps below to troubleshoot:

Step 1:

Run through a full transaction.

  1. Scan two packs or cans of eligible products (can also be 3 or a roll depending on your loyalty program). 
  2. On the pin pad, select loyalty, enter in a 10 or 11 digit phone number. After you enter in the phone number, the pin pad should return to asking for payment. 
  3. Finalize the transaction and print the receipt. 
  4. Confirm the receipt shows "Thank you for using Skupos Engage" If it shows "Thank you for using Skupos Engage" and no discount applies or "Skupos Offline" please proceed to step 2. 

Step 2:

Confirm that you are currently enrolled in an eligible loyalty program. Remember, loyalty periods end. You must enroll in each period to receive discounts. Click the link below for more information on enrolling in eligible programs.

Step 3:

While in your dashboard, confirm that your store is connected and you do not see "Sync Disconnected". If you do, follow the link below to re sync your store. If not, go to step 3.

Step 4:

Make sure you have the correct product codes entered into your Verifone system. In order for loyalty to work efficiently, you will need to change the product codes to the following: 

0410 General Tobacco (Use this for chew)
0411 Cigarettes (Use this for packs)

You should apply these product codes to all PLU's that are eligible for loyalty.

To find where to do this:
Log in to your Petroleum C-Store and click on Store Operations and select PLU. Find the PLU's that are eligible for loyalty and assign the correct product codes. 

If you have questions about PLU eligibility please contact your tobacco representative.

Step 5: 

If your loyalty program still is not working please contact Skupos Support and inform them that you need Advanced Loyalty Troubleshooting. 

Contact our support team by starting a chat with the green button on the bottom right of the page! 

Our Support team is here to help you and available M-F 7-5 MST.


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