Support

My card does not update in Apple Wallet

A pass refreshes by itself, but the phone decides when. Pull down on the pass in Wallet to force it, and check that Wallet is allowed to refresh in the background.

If it still shows old details after that, tell us your username and we will look.

Tapping my NFC card does nothing

On iPhone, NFC reading is always on from the top edge of the phone — hold the card there rather than at the middle or the back.

On Android, NFC is a setting and is often off. Turn it on in the system settings, then tap again.

A card that has never been linked to a profile will open a page telling you so. Link it from the app, or tell us the code printed on it.

I collected stamps and they are gone

Stamps live on the card, not on the phone. If you deleted the pass or changed phone, open the page you bookmarked when you joined and add it to Wallet again — the balance comes back with it.

If you gave a mobile number when you joined, the counter can find your card from that instead. It is the reason the field is there.

The till says the code is wrong

Pairing codes expire after ten minutes and work once. Make a new one from the app: Loyalty, then Tills.

If the till has stopped working with no warning, check that it has not been unpaired from that same screen.

I forgot a staff PIN

Nobody can read a PIN back, including us — they are stored as a one-way hash on purpose. Set a new one from the app under Loyalty, then Staff.

I want my data, or I want it deleted

Both are in the app under Settings, and neither goes through us: one hands you a file with everything we hold, the other removes your account and everything attached to it.

If you joined a loyalty card but have no account, write to support@valzak.ae with the member code from your card.

Something else

support@valzak.ae. Include your username or member code if you have one — it turns a conversation into an answer.