Getting Support.
How to get help when you need it.
When you run into issues, we're happy to help. To get you back up and running quickly, 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 exactly 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 usually one or two lines and explain exactly 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 surprisingly 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 (entirely possible!), contact us and we'll resolve it as quickly as we can.
What to Include in Your Support Request
1. Hosting Details
We don't just need 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 with Laravel Forge" 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 like Laravel Forge, but there are countless hosting configurations out there. We can't test every combination, so knowing your exact setup often reveals the issue immediately.
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 exactly 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 at all. 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 where the script works without issues (like Laravel Forge). If you choose a different hosting environment, that's completely 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 eventually take a closer look at your server. But this is extremely time intensive, so we only do it as a last resort after other options are exhausted.
To be transparent: every hour spent debugging hosting environments is an hour not spent improving the software. For context on our development priorities and resource constraints, see Feature Requests & Pricing.
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 (see why)
- 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
This documentation is continuously updated. 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