Who Is This For?
StoreHub merchants on the Advanced Plan (or higher) who want to create a loyalty membership program, generate sign-up links, go live, and understand how customers interact with the program.
Overview
This article walks you through the full process of setting up and launching your Membership program in BackOffice. It covers enabling membership, creating sign-up links and QR codes, going live, pausing or resuming your program, and understanding how customers join and navigate the membership experience. It also explains how Membership works with the Engage feature and on your POS Register.
Before You Begin
You must be on the Advanced Plan or higher. Starter Plan users can submit interest on the Membership page and the StoreHub team will follow up.
Access to BackOffice.
At least one store is set up in BackOffice.
If you are an existing Cashback user and enable Membership, your Cashback settings will move to the Membership section automatically.
Before going live, you will need at least one tier, one New Member reward, and one Point Reward set up. See this article for more details.
What is Membership?
With Membership, your customers get more than just points: they get a reason to come back. Celebrate every milestone with perks that keep them excited to stay loyal (and keep your business thriving).
Pair it with our Engage feature to send tailored messages, from ‘Happy Birthday!’ promos to ‘Welcome aboard’ rewards, right when they matter most.
Want to see how rewarding loyalty can be? Scroll on to get started.
Step-by-Step Guide
Enable Membership in BackOffice
1. In your BackOffice, click 'Membership' in the left menu.
2. On the Membership landing page, click 'Get Started on Membership'.
3. Follow the on-screen prompts to complete the initial setup.
4. Once setup is complete, your Membership page will show a dashboard with program insights.
Note:
If you are an existing Cashback user, your Cashback settings will automatically move to the Membership section after you enable Membership.
Create Membership Sign-Up Links and QR Codes
Once Membership is enabled, you need to create sign-up links so customers can join your program.
1. In BackOffice, go to 'Membership', then click 'Membership Settings'.
2. Click 'Membership Links & QR Codes'.
3. Your registration links and QR codes will be generated and displayed on the page.
Use the Generic Link
The generic link is for online and general-purpose use. It is not tied to a specific store.
1. Click 'Copy Link' next to the generic link and paste it in your promotional materials.
Social media posts
Flyers and banners
Your website
Email newsletters
2. To download the QR code, click 'Download QR Code'. The file will be saved to your device.
Simple Trick to Boost Sign-Ups!
Pin the generic sign-up link to the top of your social media profiles (like your Instagram bio or Facebook Page button) so it’s always visible and easy for new customers to join anytime!
Add the sign-up link to your e-receipts or thank you messages. It’s a great way to turn one-time customers into loyal members after their purchase.
3. Click 'Preview' to see what your customers will see when they scan the QR code or click the link.
Note:
If your Membership program is not yet live, customers who scan the QR code or click the link will see an error page saying membership is not yet available.
Use Store-Specific Links
Store-specific links let you track which store location drives the most sign-ups.
1. Click 'Copy Link' next to the store name to copy that store's unique sign-up link.
2. Click 'Download QR Code' next to the store to download that store's QR code.
3. To download QR codes for multiple stores at once, tick the boxes next to each store you want, then click 'Download Selected Stores'.
A .zip file will download containing QR code images labelled with each store name and a .csv file listing the selected stores.
Notes:
In the Membership Registration Store Pie Chart, sign-ups from the generic link show as "No Store", while store-specific links show the actual store name.
The Membership Registration Method Pie Chart shows sources such as QR Order & Pay, Direct Link, Store Link, Beep Delivery, Receipt QR, and POS Customer-Facing Display QR.
Go Live with Your Membership Program
Notes:
Before going live, make sure you have completed the Go Live checklist:
At least one tier is set to 'Enabled' status.
At least one New Member reward in 'Issuing' status.
At least one Point Reward in the 'Claimable' status.
See this article for more details.
1. On the Membership Settings page, click 'Go Live Now'.
2. A confirmation pop-up will appear. Click 'Go Live' to launch your program.
Note:
Once you go live, customers can start joining your program, earning points, and redeeming rewards immediately.
Go Live When Engage Is Activated
If you already use the Engage feature, going live with Membership will change some of your Engage campaigns automatically.
1. Click 'Go Live Now' on the Membership page.
2. A pop-up will remind you to check your Engage campaigns. Click 'Got it'.
3. You will see an 'Action Required' notice under the Engage section. Click on the 'Engage' section to review.
4. Review each Engage campaign to make sure the content matches your Membership rewards.
a. The "Welcome New Customers" campaign will change to "Welcome New Members".
b. The "Birthday Promotion" campaign will be paused.
5. Update the campaign content to reflect your Membership rewards, then save.
Pause and Resume Membership
You can pause Membership if you need to make changes to your rewards or tiers. While paused, customers will not earn any rewards.
Pause Membership
1. On the Membership Settings page, click 'Pause Membership'.
2. A pop-up will appear explaining what happens when you pause. Type the confirmation text in capital letters, then click 'Pause Membership' button to confirm.
Resume Membership
1. To resume, click 'Resume Membership' on the Membership Settings page.
Note:
Once you resume, all rewards will continue as normal and customers will start earning rewards again.
Enable the Membership QR Code on Your Customer-Facing Display
If you have a dual-screen POS with a Customer-Facing Display, you can show a QR code so customers can sign up for Membership during checkout.
1. On your POS Register, go to 'Settings'.
2. Under the 'General' page, toggle on 'QR Display for Loyalty Redemption'.
3. Now, whenever you have an open order, a QR code will be displayed on your Customer-Facing Display for customers to scan and join Membership.
Note:
If you do not have a Customer-Facing Display, the QR code will appear when you click 'Add Customer' during an open order.
Navigate the Membership Pages and POS Register
This section helps you understand how the Membership experience looks for your customers and on your POS Register.
Note:
Customer membership points and tier progress are updated by midnight.
How Customers Join Your Membership Program
1. The customer clicks 'Join Now' on the membership sign-up page.
2. The customer enters their phone number and taps 'Continue'.
3. The customer enters the OTP (one-time password) sent to their phone.
4. The customer is now a member of your program.
How Customers Spend Points for Rewards
1. In the 'Get Rewards' section of the membership app, the customer taps on an available reward.
2. A confirmation pop-up appears. The customer confirms, and points are deducted.
3. The customer taps 'Okay'.
4. The redeemed reward is saved under the 'Rewards' section. The customer can view their full reward list.
How Customers View Unredeemed Rewards
1. The customer taps 'View All' to see the full list of rewards available for redemption.
2. The customer taps on a reward to see its details. If eligible, they can tap 'Get Reward' to redeem it.
Apply a Membership Promotion on the POS Register
When a member scans the QR code on the customer-facing display (or you add them to the order manually), their name and tier level will appear on the order screen.
1. On the POS Register, tap 'Select Promo'.
2. Select the promotion that applies to the customer's purchase.
3. Once the promotion is applied, complete the transaction as usual.
Troubleshooting
Issue | Solution |
Customer scans QR code but sees an error page | Your Membership program is not yet live. Complete the Go Live checklist and click 'Go Live' before sharing links. |
Sign-up link does not show my store name in reports | You are using the generic link. Use a store-specific link, so sign-ups are tracked to the correct location. |
Engage campaigns not updated after going live | Go to the Engage section, review each campaign, and update the content to match your Membership rewards. |
Customer's points or tier progress not updated yet | Points and tier progress are updated by midnight. Ask the customer to check again the next day. |
Cannot find the Membership option in BackOffice | Membership is available on the Advanced Plan and above. Starter Plan users can submit interest on the Membership page. |
FAQs
1. Which plans include the Membership feature?
Membership is available starting from the Advanced Plan. If you are on the Starter Plan, submit your interest on the Membership page and the StoreHub team will contact you.
2. What is the difference between the generic link and a store-specific link?
The generic link is not tied to any store and is best for online use (social media, websites, emails). Store-specific links track which location the sign-up came from, so you can compare performance between branches.
3. Can customers join my Membership program before it goes live?
No. Customers who scan the QR code or click the link before your program is live will see an error page. Make sure to complete the Go Live checklist and click 'Go Live' first.
4. What happens to my Cashback settings when I enable Membership?
If you are an existing Cashback user, your Cashback settings will automatically move to the Membership section.
5. What happens to my Engage campaigns when I go live with Membership?
The "Welcome New Customers" campaign will change to "Welcome New Members". The "Birthday Promotion" campaign will be paused. You should review and update all Engage campaigns to align with your Membership rewards.
6. Can I pause my Membership program after going live?
Yes. Click 'Pause Membership' on the Membership page. While paused, customers will not earn rewards. You can resume at any time by clicking 'Resume Membership'.
7. When are customer points and tier progress updated?
Points and tier progress are updated by midnight each day.
8. How do I know which sign-up method my customers use?
Check the Membership Registration Method Pie Chart on the Membership Insights page. It shows sources such as QR Order & Pay, Direct Link, Store Link, Beep Delivery, Receipt QR, and POS Customer-Facing Display QR.
9. How do I subscribe to Membership?
Go to the Membership page in BackOffice and fill up the subscription form. A StoreHub team member will reach out to you within 3 business days.
10. Does Membership work across multiple store locations?
Yes. If your business has multiple locations, your Membership program works across all of them.
11. How do I enable the QR code on my Customer-Facing Display?
On your POS Register, go to 'Settings', then under 'General', toggle on 'QR Display for Loyalty Redemption'. The QR code will appear on your Customer-Facing Display whenever you have an open order.
Need Help?
Contact StoreHub Support via live chat in your StoreHub app or email [email protected].
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