Help center

If you can't sign in, work through these in order — most cases resolve in the first three steps.

1. Confirm which credential you registered with. Your account is tied to the email or phone you used at sign-up. If you don't remember which one, try both.
2. Check for the verification code. If an SMS or email code didn't arrive, wait 60 seconds before requesting another and check your spam folder.
3. If you set up a passkey (Face ID / Touch ID), use it from the same device where you created it.
4. If your account is locked from failed attempts, wait 30 minutes.
5. If nothing works, open a ticket — we'll need to verify your identity manually.

Codes are sent the moment you request them, but the path between our server and your phone or inbox isn't instant.

If it doesn't arrive in 60 seconds: check spam, make sure your phone has signal, confirm your email or phone is typed correctly, and request a new code (each request invalidates earlier ones).

If after 3 tries it still doesn't arrive, your mobile carrier is likely blocking automated SMS. Switch to email or open a ticket. If you receive neither SMS nor email, someone may have changed your registered number or email — we'll need to verify your identity manually.

We automatically lock an account after 10 consecutive failed sign-in attempts. It's a standard safeguard against brute-force attacks.

To unlock it: wait 30 minutes and try again, paying attention to typing your credential correctly. If you set up a passkey (Face ID / Touch ID), use it — passkeys don't count against the failed-attempt limit.

If lockouts keep happening, someone may be trying to break in. Set up a passkey from your main device and check your inbox for suspicious sign-in alerts. If you believe it's an active attack, open a ticket and we'll escalate to security.

RSV ID is the single sign-on identity shared by Guestrise and other apps in the RSV ecosystem. One account works across every brand that uses it.

Benefits: one password (or passkey) for every integrated app, passwordless sign-in with Face ID / Touch ID, personal info stored once.

When you check your points, coupons or purchases, we need to verify your identity so we don't show you someone else's data. RSV ID handles that securely. Your account lives at id.rsv.mx — you can manage it, update your data or delete it there at any time.

A passkey is a cryptographic key stored on your device that replaces your password. It uses Face ID on iPhone, fingerprint on Android, or Touch ID / Windows Hello on desktop.

To set it up: sign in with your RSV ID, go to Profile → Account data → Passkeys, and tap Create passkey.

A passkey is stored on the device where you create it; if you change phones you'll need to create a new one. iCloud Keychain (iOS) and Google Password Manager (Android) sync passkeys between devices in the same ecosystem. If you lose the device, you can still sign in with your email or phone and a code.

The fastest way to update your data is to sign in at id.rsv.mx with your RSV ID.

From there you can review and change account details such as name, email, phone and access methods. For security, email or phone changes may ask for a verification code.

If you cannot access your account, do not create a new account: ask for help through the bot or continue with your report on this page. We will ask for information to verify that the account is yours before moving or correcting sensitive data.

Email and phone are access keys, so the change always requires verification.

If you still have access to your account: go to id.rsv.mx, open your account data, change the email or phone and confirm the code you receive.

If you no longer have access to the previous email or phone: use the bot or continue with your report. To protect you, support will ask for proof that the account is yours, for example a recent purchase, venue, approximate date and the new credential you want to move the account to.

You can change your name at any time from Profile → Account data. The change is immediate and requires no extra verification, because your name isn't used to sign in — only to personalize greetings and communications.

What changes immediately: your name in the app and in automated emails. What doesn't change: the name on receipts or invoices already issued. If you need a name updated on a receipt, that's handled by the business that issued it.

This is one of the trickier cases, because the credential you no longer have was exactly what we used to confirm it's you.

We can't change your credential just because you ask — that would let anyone hijack your account.

We CAN run a case-by-case manual verification if you assemble enough evidence. Use the bot or continue with your report with: the currently registered email or phone, the new one, details of your most recent purchase, and any additional evidence. Takes up to 48 business hours.

If your points balance is missing or looks wrong:

1. Confirm which card you're checking. Your account may have several cards linked to different programs. Points don't combine automatically across programs.
2. Wait a few hours if the purchase is recent. Some programs credit points at end-of-day.
3. Make sure the venue is enrolled. Not every venue of a brand participates.
4. Check that the card is active.

If after checking the above you still believe points are missing from a specific purchase, open a ticket with the order number, approximate date and amount.

It depends on the program. Each business configures its own expiration rules and Guestrise honors them.

The two most common policies are: no expiration (points accumulate indefinitely while the card is active) or expiration by inactivity (points stay valid as long as you make a purchase every 6-12 months; otherwise they're wiped at the end of the period).

To find out which policy applies to your card, open the card detail in Wallet. If there's an expiration date, it'll be under Validity. If you're worried about losing points soon, make sure email notifications are enabled — we send a reminder a few weeks ahead.

A single account can hold several cards, each tied to a different program. By design.

Each brand or group of venues runs its own program. When you visit a new brand, a card is created automatically. Each card has its own balance, redemption rules and tier.

You can see every card in Wallet and tap each one to view its program, balance and movements. What you can't do: combine points from different programs or transfer points between your own cards — each program belongs to a different business.

No. Points, coupons and cashback balances are tied to your RSV ID account and can't be transferred, gifted or sold.

Loyalty programs reward identified consumption by the account holder — each business is recognizing a specific customer's real behavior. Allowing transfers breaks that intent and opens the door to secondary markets and fraud.

What you can do: pay for someone else's tab using your points, as long as you're present; share specific coupons when the program explicitly allows it. If you delete your account, your points are lost entirely.

Coupons show up in different places depending on how they were delivered.

Automatic coupons (tier-based, birthday, program rule): appear in the Coupons section almost instantly. If missing, pull to refresh.

Campaign coupons by email: check your inbox and spam folder. Some campaigns have a few hours of delay.

Coupons by code: you have to redeem them manually in Coupons → I have a code.

If 24 hours have passed and you still don't have the coupon you expected, open a ticket with the specific promotion and the date it should have arrived.

If the cashier says your coupon won't apply, it's usually one of these:

1. Expired coupon.
2. Non-participating venue.
3. Ineligible products (alcohol, items already on promo, etc.).
4. Minimum spend not met.
5. Coupon already redeemed at its maximum.
6. Venue's system is offline.

If you believe the cashier wrongly rejected it, open a ticket with: coupon number, venue, approximate date and time, and ticket amount.

Each coupon's validity is set by the issuing business. You'll find it in the coupon detail in your app under Validity, or in the email you got when it was issued.

Some coupons have no expiration (valid until redeemed) but may be limited by how many times they can be used or in which venues.

If your coupon already expired we can't unilaterally extend it — you'd have to ask the issuing business directly, and it depends on their policy. If you have notifications enabled, we send a heads-up 3 days before an important coupon expires.

If a recent purchase isn't showing in your history:

1. Verify the venue uses Guestrise. Not all of them have it integrated.
2. Confirm you gave your RSV ID at checkout. If you paid as a guest it isn't linked to your account.
3. Wait a few minutes. During peak hours, orders can take 5-15 minutes to sync.
4. Check it's not on a different card. Each card has its own history.

If after 24 hours the purchase still doesn't appear, open a ticket with: venue, approximate date and time, ticket total, and receipt number if you have it.

Yes, in some cases. We need: the receipt or order number, venue and approximate date/time, the amount charged, and that some data of your RSV ID matches what you provided at checkout (for instance, the email on the receipt).

Conditions: the purchase must have been at a Guestrise-enabled venue; the grace period is 30 days from the purchase; we can't link someone else's purchase even if you paid for it.

To do it, open a ticket with the info above. We'll confirm whether we can within 24 business hours.

Cash refunds are handled by the business where you shopped, not by Guestrise. We're the loyalty platform; the actual charge is processed by each business with its own payment processor.

For refunds due to overcharges, wrong products or duplicate charges, contact the venue or the brand's corporate team directly.

We can investigate and reverse from our side: incorrect points credits, improper coupon redemptions, cashback operations you didn't make, or suspicion of unauthorized account use. Open a ticket for those cases.

When the app won't load, it's almost always one of these four:

1. Old version. Confirm you have the latest installed.
2. Corrupted cache. Close the app completely and reopen it.
3. No connection. The app needs internet to authenticate.
4. Memory full. Restart your device.

If nothing works, uninstall and reinstall. You don't lose anything — your account lives on the server. If after reinstalling it still fails, open a ticket with: device model, OS version and a screenshot of the error.

Your card's QR is generated in real time when you request it, so it needs a connection.

If it doesn't appear: check your internet connection, make sure you're signed in (if your session expired the app should ask you to sign in), and confirm the card is active.

For security, the QR rotates automatically every 30-60 seconds. If the cashier is scanning and the QR changes right then, present it again — it's normal. If you turned on Face ID protection and the app isn't asking for it, go to Profile → Notifications → QR security.

If the app responds slowly:

1. Weak connection. On strong wifi or 4G/5G the app should open in under 3 seconds.
2. Low device memory. Restart the device.
3. Old version. Confirm you're on the latest.
4. Cache buildup. Clear it from Settings → Apps → Guestrise → Storage.

To report specific slowness, open a ticket noting the exact screen where you noticed it, your device model and OS version.

You can request deletion at any time. The process meets Apple App Review §5.1.1.v, LFPDPPP and GDPR requirements.

How to start: sign in, go to Profile → Account data → Delete my account. A 90-day grace period begins.

During those 90 days your account stays active. If you sign in at any point, the request is automatically cancelled.

After day 90: your name, email, phone, address and biometrics are wiped. We only keep a cryptographic hash (SHA-256) of your email and phone to prevent anyone from reopening an account with the same credentials and benefiting from past balances. Your points, coupons and cashback are lost entirely.

We collect the minimum needed.

Identity and access: name, email, phone, cryptographic hash of your password (never cleartext), public keys of your passkeys.

Loyalty and purchases: linked cards and their balance, cashback history with venue and date, orders made in Guestrise-enabled venues.

Operational: device type and OS version, push notification tokens (revocable from Profile → Notifications).

What we DON'T store: bank card data (processed by the business where you shop), your real-time location (unless you enable geofence), message content unrelated to Guestrise. For the full legal detail see our Privacy Notice.

We don't sell your data. Period.

We share information only when strictly necessary to operate:

With businesses where you shop: they see basic data to recognize you (name and linked card) and your activity within their program. They don't see activity in other programs.

With technical providers: SendGrid (transactional email), Twilio or equivalent (verification SMS), Anthropic (AI assistant processing, without access to your real identity), Apple/Google (push notifications). Each vendor signs an agreement prohibiting use of your data for other purposes.

With authorities: only when there's a binding legal order. We notify you whenever the law allows.