Customer says they're not enrolled

1. Open Customers and search by their name, phone number or e-mail address.
2. If they show up, they are enrolled. They may have removed the Wallet card (the list shows "Card removed"). Ask them to scan your QR code and tap "Find it" to get it back.
3. If they do not show up, they never finished the sign-up, or they used another number or address (a typo, perhaps). Ask them to scan your QR code again.

Fidz recognises a customer by phone number (or by e-mail address when there is no number), so two phones with the same number cannot create two records. If you do find a duplicate, for example the same person with two numbers, open one of the records and use "Merge a duplicate".

A frequent case: the customer types their number again on the sign-up page and reads "Welcome back! To open your card…", but their card does not open. That is on purpose: a number alone proves nothing about who someone is. They tap "Find it" and confirm with the code sent to the e-mail address on their record. If their record has no e-mail, they cannot reopen their card alone: keep stamping them at the till, and add their address to their record (Customers, then "Edit") so they can find it.