Getting help from us.

Looking for messages from your own partners? Businesses on your installation reach you through the in-app Support tickets inbox. This page is about contacting the Reward Loyalty team.

When you run into issues, we're happy to help. To get you back up and running fast, we need relevant details upfront. Think of it like visiting a doctor: "I have pain" doesn't give them much to work with. The more specific you can be, the faster we can diagnose and fix the problem.

First: Check the demo

Before anything else, try to reproduce your issue on the demo at demo.rewardloyalty.co.

If the error happens on the demo, it's a bug in the script. Let us know and we'll fix it right away.

If the error only happens on your installation, you know it's a hosting or configuration issue. That means we'll need your log file and hosting details to help troubleshoot.

This single step saves everyone time and tells us where to look.

Check the logs

Most errors generate a log entry. Check storage/logs/laravel.log. This file can look intimidating, but most of it is filler. Look for lines starting with a date and timestamp. These are one or two lines and explain what went wrong.

If the log file is large, delete it and trigger the error again. Now you'll have a clean log with only the latest error.

Try AI first

Tools like Claude, ChatGPT, Gemini, or Grok are good at interpreting Laravel error logs. Paste the error and ask what it means. Often you'll get a solution without waiting for support.

If AI can't help, or if you suspect it's a bug in the script itself (quite possible!), contact us and we'll resolve it as fast as we can.

What to include in your support request

1. Hosting details

We need more than the provider name. "GoDaddy" or "Namecheap" tells us almost nothing. These companies offer dozens of different hosting packages, each with different specifications and limitations.

What we need: the specific hosting package you purchased. For example: "Namecheap Stellar Plus shared hosting" or "DigitalOcean 2GB Droplet" or "GoDaddy Economy Linux Hosting with cPanel." Include your control panel (cPanel, DirectAdmin, Plesk) and any relevant specs like PHP version and available memory.

This matters because we guarantee the script works on environments that meet our server requirements, but there are countless hosting configurations out there. We can't test every combination, so knowing your exact setup often reveals the issue.

2. Steps to reproduce

Not "cards give error" but "when I try to update an existing card, I get a 500 error". Walk us through what you did, step by step. If we can reproduce it, we can fix it.

3. Error messages

If you see a 500 error styled like the rest of the script, it will have written an entry to storage/logs/laravel.log. Include that entry. If the error looks like a generic browser or web server error page, it's probably not script-related. It's likely a hosting or server configuration issue.

4. Understand your responsibilities

Some issues never touch the script. DNS propagation, web server configuration, SSL certificates: these are hosting fundamentals. We assume you have basic knowledge of server requirements, domain setup, and how web servers work. If those concepts are unfamiliar, your hosting provider's support team is the right place to start.

A note on logging into your hosting

Please don't send us your hosting panel credentials expecting us to log in and research the issue. Our support process starts with logs and details you provide, not direct server access.

Here's why: we can recommend hosting that meets our server requirements. If you choose a hosting environment with non-standard configurations, that's fine, but configuring that environment is your responsibility. We're happy to help interpret error logs and point you in the right direction.

If you've provided logs, confirmed your setup meets our server requirements, have the right PHP extensions, a standard MySQL configuration, and you're using a common hosting provider, we may take a closer look at your server. But this takes a lot of time, so we do it only as a last resort, after we exhaust other options.

What's included in support

We help with:

• Installation problems following our guide
• Bug reports with clear reproduction steps
• Configuration questions about standard functionality
• Errors in the script itself

Not included:

• Custom development or code modifications
• Third-party integrations you've added
• General Laravel or PHP questions
• Server administration or hosting setup
• Loyalty program strategy or business advice

Support channels

Purchaser support

For purchasers, use the support page for the current support channel: Submit Support Ticket

Please allow time for review. Response times vary.

Documentation

We update this documentation often. If your issue isn't covered, check back later or search for your specific error message.

Self-help resources

• Laravel Documentation: laravel.com/docs
• PHP Documentation: php.net
• Tailwind CSS: tailwindcss.com/docs