Look Up a Member

The Member view provides Admins, Marketing Managers, and Support users with access to a member’s full profile, allowing for direct troubleshooting, profile updates, and loyalty management across your brand.

Key capabilities include:

Profile Management
View and edit member details.

Always get permission from the member before editing their personal details.

Personal details like name, phone number, and email address are associated with the member’s Spendgo Identity within the network. Brand-specific fields like SMS opt-in, Email opt-in, and Favorite Store are unique to your brand.

Please inform the member before making changes to their contact details, as updates to their phone or email will affect their communication preferences at all their brands. The member may need to re-confirm opt-ins with their new contact info.

It’s critical to get written approval from the member before updating any communication preferences to maintain proper compliance. We recommend having guidance from your legal counsel on the disclosures necessary before opting in a person on their behalf. For help with contact info updates, you can also contact the Spendgo Support team.

Account Balance
- Quickly view a member’s engagement with your brand:
  - Points Available
  - Offers Available
  - Total Offers Used (since joining your brand)
  - Rewards Available (legacy rewards only)
  - Total Rewards Used (since joining your brand)

Activity Feed
- Review historical events including:
  - When offers or rewards were earned, used, or expired
  - Points earned from transactions
  - Manual point adjustments (positive or negative)
Reward & Offers
- A filtered view of earned, used, or expired offers and rewards — including whether they’re still available.
Support Actions
- Add points or issue offers manually as needed, directly from the member profile.

Look Up a Member

You can only view members who are associated with your brand. If a phone or email is not recognized, you will receive an error.

Navigate to the Support / Members.
Enter the member’s 10-digit phone number (excluding country code) or email address to search.
If the member is found, their profile will load with their account details, recent activity, and loyalty balance information. Note: check and remove any leading or trailing white spaces when submitting your member look up.

Edit Member Profile

On the member’s profile page, click Edit under their name.
A pop-up window will appear. You may update the following:
1. First Name – Member’s first name associated with their Spendgo profile
2. Last Name – Member’s last name associated with their Spendgo profile
3. Phone Number – Member’s unique phone number and primary Spendgo identifier
4. Email Address – Member’s unique email associated with their Spendgo profile
5. SMS Opt-In – Member’s SMS opt-in preference for your brand. Opt-in statuses include:
  1. True — Member is opted in to SMS
  2. Waiting Double Opt-in Confirmation — The member has requested to opt in but has not yet confirmed. Until confirmed, they cannot receive marketing messages. You may resend the opt-in request. Once the member confirms, their opt-in status will be updated.
  3. False — Member is not opted into SMS
  4. Note: To update SMS opt-in status, click the Send SMS Double Opt-In button. This sends a message to the phone number on file for the member to confirm their consent. If the member opted out using the STOP keyword, they must text to your brand’s number UNSTOP to be able to receive any messages and confirm their consent.
6. Email Opt-In – Member’s email marketing preference for your brand
7. Address – Member’s street address associated with their Spendgo profile
8. City – Member’s city associated with their address
9. State – Member’s state associated with their address
10. Zip Code – Zip/Postal code tied to their address; used to display nearby locations in the Favorite Store selector
11. Favorite Store – Member’s preferred store location for your brand
12. Birthdate – Member’s birthday. You can add up to eight birthday relationships to the member’s account (e.g., family birthdays)
Click Save Changes to confirm your updates.

Add Points to a Member

On the member’s profile page, click the plus ➕ icon
Select Add Points
Enter the number of points to add in Add Quantity
Select the Reason to add points:
1. Customer complaint
2. Error redemption by staff (in-store)
3. Error redemption (in-store)
4. Error redemption (online)
5. Error redemption (mobile)
6. Error earning (in-store)
7. Error earning (mobile)
8. Registration issue (in-store)
9. Registration issue (online)
10. Registration issue (mobile)
11. Missing reward
12. Member account issue
13. Member gratitude
14. One-time
15. Testing
Click Add to add points to the member’s account.

Add Rewards / Offers to a Member

On the member’s profile page, click the plus ➕ icon
Select Add Rewards / Offers
Search by the Offer Name or Camapign ID and select the reward/offer to be added
Enter the Issue Date for when the offer will be available for the member to use.
Enter the Expiration Date for when the offer will expire.
Select the Reason to add points:
1. Customer complaint
2. Error redemption by staff (in-store)
3. Error redemption (in-store)
4. Error redemption (online)
5. Error redemption (mobile)
6. Error earning (in-store)
7. Error earning (mobile)
8. Registration issue (in-store)
9. Registration issue (online)
10. Registration issue (mobile)
11. Missing reward
12. Member account issue
13. Member gratitude
14. One-time
15. Testing
Click Add to add the offer to the member’s account.