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Troubleshooting Scenarios

In this document we will review common errors when creating offers and how you are able to troubleshoot in order to be able to test the offer.

Why does the offer not show in the guest app after I configured it in Sanity?

You have configured the offer correctly in Sanity following all steps in this guide: Offers - Configuration Guide

Nevertheless, the offer still does not show up in the App. Please ensure to reach out to your POS vendor to ensure that the offer PLU was activated for the specific lab store, you are testing your offer in.

How do I configure a systemwide offer?

Follow the step by step guide here on how to create a systemwide offer: Offers - Configuration Guide

What is an upcoming offer and how do I configure it?

All upcoming offers are systemwide offers. Continue to the next page for a step-by-step guide on what upcoming offers are and how to setup it up: Upcoming Offers

How can systemwide offers be available for signed out guests to redeem in-restaurant?

Add the Authentication Required rule to the offer and set it set to false. This means guests will not need to authenticate into the guest app in order to be able to redeem the offer. Read more about this rule and other rulesets here: Loyalty - Rulesets | Authentication Required

Please note, if this rule is not added the default is for all offers to be “closed”, meaning guests need to sign up or have an account in the guest app in order to redeem these offers.

How do I configure a personalized (or config) offer?

Both config and systemwide offers are configured in the same way. Follow the step by step guide here on how to create a config offer: Offers - Configuration Guide

Where can I configure personalized (or config) offers?

In Sanity navigate to the Config Offers folder (Order-Level Content > Loyalty & Offers > Incentives > Offers > Config Offers). Please note, the offer price and PLU will need to be configured in the POS.

Follow the step by step guide here for more information: Offers - Configuration Guide | Where are offers located in the app?

Where do personalized (or config) offers show in the guest appafter they are assigned?

When a personalized (or config) offer is assigned to a guest, they show on the top of the guest’s offer list. If multiple personalized (or config) offers are assigned to a guest, they will still show on top of all other systemwide offers but they will follow the order set in Sanity under Live Config Offers section. Read more about it here: Live Offers | Live Config Offers

What is the path URL for personalized (or config) offer in the app?

The URL used to directly access the personalized offer is built using the unique personalized offer ID. This means that for every guest, the path to get to the personalized offer using the URL will be different.