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BrandWallet’s support team is here to make sure you get the most out of the platform — whether you’re just getting started, exploring advanced features, or dealing with an unexpected technical issue. You have access to multiple support channels, self-service resources, and structured training sessions. The level of support available to you depends on your subscription plan. The questions below explain your options in detail.
Yes — BrandWallet provides dedicated customer support through multiple channels so you can always reach help in the way that’s most convenient for you.Available support channels:Response times vary by plan — see the support tier table below for details.
Yes — BrandWallet offers comprehensive training and onboarding to help you and your team get up to speed quickly and use the platform to its full potential.What training covers:
  • Platform basics and initial setup walkthrough
  • Using advanced features such as segmentation, add-on promotions, and geo-targeting
  • Best practices for designing effective loyalty campaigns
  • Ongoing optimization strategies for long-term program growth
Training formats available:
  • One-on-one onboarding sessions — personalized walkthroughs with a BrandWallet specialist
  • Group training workshops — ideal for teams onboarding together
  • Video tutorials and guides — self-paced learning available at any time
  • Webinar series — live sessions covering platform updates and strategy topics
  • Documentation and written resources — step-by-step articles for every feature
Book your onboarding session as early as possible after signing up — getting personalized guidance from the start will save you significant time as you build your first campaign.
If something isn’t working as expected, here’s the recommended process for getting it resolved quickly:Before contacting support:
  1. Check this FAQ section for a documented answer
  2. Search the Knowledge Base in your account dashboard
  3. Review relevant video tutorials
  4. Check the BrandWallet status page for any known outages
When you contact support, have ready:
  • A clear description of the issue and what you expected to happen
  • Relevant screenshots or screen recordings
  • Your account plan type
  • Your account information (username or account ID)
What happens next:
  1. Submit a support ticket or contact the team directly
  2. Our team will assess the issue and prioritize it based on your plan
  3. We’ll provide a resolution or workaround as quickly as possible
  4. We’ll follow up to confirm the issue is fully resolved
Growth Plan customers receive priority response times and have access to a dedicated account manager for escalations. See the support tier table below for a full breakdown.

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Support tiers by plan

Your subscription plan determines your support tier and the response times you can expect.
If your business relies heavily on your loyalty program for daily operations, consider the Growth Plan for same-day response times and a dedicated account manager.

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Contact information

Reach the BrandWallet support team through any of the following channels: Business hours:
  • Monday – Friday: 9:00 AM – 6:00 PM (your local time)
  • Weekends: Support available for Growth Plan (premium) subscribers
  • Critical issues: Emergency support is available outside of business hours for critical platform issues regardless of plan
When reaching out by email or help desk ticket, include your account ID and a description of the issue to ensure the fastest possible resolution.
Last modified on August 6, 2026