Wallet FAQ: the questions merchants ask most

Getting Started
1

Short answers to the questions new merchants ask most. Each one links to the full guide where there is one.

Wallet · Merchant guide

The basics

What is Wallet?
A branded digital wallet for your business. Your customers get one place for your offers, points, store credit, tickets and membership, on their phone, with your name on it. You run it from the admin portal.

Do my customers need to download an app or create an account?
No. The wallet opens in their phone’s browser. To see personal items like their points or store credit, they enter their phone number and a one-time code we text them, and the wallet remembers them after that.

Can customers add their offers to Apple Wallet or Google Wallet?
Yes, on a phone. When they open a reward that has a balance, an “Add to Apple Wallet” or “View in Google Wallet” button appears below its QR code. It doesn’t show on a computer.

Is Wallet a loyalty program?
It includes one (member tiers, points and store credit) and much more: offers, prizes, text messaging, events and analytics, organised around the whole customer lifecycle from first visit to loyal member.

Getting started

How long does it take to get going?
Most businesses set up their wallet in minutes. Text messaging takes longer, because the phone carriers have to approve your business first; that usually takes days and can take a few weeks, so register early. See Set up texting.

What do I need in my store?
Nothing special to start. To redeem offers at the counter, a computer with a camera, a USB barcode reader or the free Mobile Scanner app is enough. Connecting your own point-of-sale system is optional. See Redeem offers at the counter.

Which devices and browsers does the admin portal work on?
Any modern browser. A laptop or desktop is best, because some pages involve file uploads and wide tables.

Can I use my own web address?
Yes, on Premium plans: you can put your wallet on a subdomain like wallet.yourbusiness.com, or ask us about a managed short domain. See Connect your own domain.

Plans and billing

Is there a free plan?
Yes, and it’s always available. Every business can use the free plan with the branded wallet and the visitor tools, and you can move back to it at any time from Billing / Payments. Paid plans add texting, memberships and more; you can compare them on that same page.

What happens if my card payment fails?
We never close your account over a payment. Paid features pause until you submit payment on your Billing / Payments page, and your account, data and wallet stay as they are. The free plan is always available.

How much does it cost?
Plans and prices are on wallet.inc. For larger or multi-location businesses, contact sales@wallet.inc.

What Wallet does and doesn’t do

Can I send marketing emails from Wallet?
Not today. Wallet collects email subscribers, and you can export the list to your email tool. Texting, in-wallet messages and Live Chat are built in.

Can I sell gift cards?
Not yet. You can give customers store credit that they spend with you, for example as a goodwill gesture or a refund. See Give customers store credit.

Can Wallet bill my customers a monthly membership?
No. Wallet runs your member tiers, points and discounts; collect any recurring membership fee through your existing payment system and record the member’s tier in Wallet.

Help and feedback

How do I get help?

  • This forum: search it, or ask in the category for your question.
  • Live chat in the admin portal.
  • Email support@wallet.inc, or call +1 (844) 925-5388.

Can I suggest a feature?
Yes, please. Post it in Feature Requests on this forum, so other merchants can add their voice.

Why it matters

Start small and grow. Set up your wallet, add one offer, put the QR code on your counter, and you’re live. Everything else, from texting to memberships, builds on that first step.

Related guides

Merchant guide. Plain-language answers, not a substitute for the terms in your agreement.