If your customers are unable to see or play your Scratch & Win game, work through the following checks:
1. Your game is deactivated
The most common reason. Head to 'Campaigns' > 'Scratch & Win' in your Merchant Console and check that your game's status shows as Active.
2. The game isn't linked to the right stamp card
Your game will only appear for customers who have the linked stamp card. Check your game settings to confirm it's attached to the correct card.
3. The game isn't linked to the right location
If you have multiple locations, make sure the game is linked to the location your customer is visiting.
4. The "chance to play" is set low If your chance to play is set below 75-100%, some customers won't be shown the game on every visit — this is by design. If you want all customers to see it every time, set it to 100%. If you want some customers to see it frequently, set it to 75%.
5. The customer hasn't collected a stamp recently
The game is triggered by stamp activity. Customers who haven't interacted with your card recently may not be prompted to play.
6. The customer's app needs updating
Ask the customer to check they're running the latest version of the Stamp Me app.
Still having trouble? Contact our support team and we'll take a look.