This page answers the questions stores ask most about Astro Loyalty in FieldStack. Each answer tells you what the register is doing, what to check, and when to contact FieldStack Support or Astro Support. Messages shown on screen are quoted exactly so you can search this page for them.
Please reach out to FieldStack support at support@fieldstack.freshdesk.com or leave a voicemail at 207-210-6000 if you still have questions or issues. TABLE OF CONTENTS
- Enrollment Questions
- "Customer must have web acct to auto enroll in Astro" appears when I attach a customer
- No loyalty icons appear for this customer
- The customer registered on the Web Store but shows as not enrolled at the register
- The customer has two Astro accounts
- "Unable to enroll customer in Astro Loyalty. Please try again." (Enrollment Failed)
- Frequent Buyer Questions
- Offer Questions
- Returns and Voids
- Connection and Account
- Messages the Register Can Show
- Related Articles
Enrollment Questions
"Customer must have web acct to auto enroll in Astro" appears when I attach a customer
The customer does not yet have a FieldStack customer account, which Astro enrollment needs. Open the customer, make sure they have a first name, last name and an email address or mobile phone, and save. Attach the customer again. See Astro Loyalty - Setup and Customer Accounts.
No loyalty icons appear for this customer
Check these in order:
- The customer is enrolled. Press Loyalty on the customer card. The switch should read Enrolled. If it reads Not Enrolled, switch it on.
- The items on the sale belong to an Astro program. Press View Programs in the Loyalty window to see the programs and their items.
- The register is connected. When Astro cannot be reached, no icons or Rewards & Offers tab appear and the sale continues normally. See Astro Loyalty - Returns, Voids and Connection Problems.
The customer registered on the Web Store but shows as not enrolled at the register
Press Loyalty on the customer card and check the switch. A customer who left the Enroll in loyalty rewards program box unchecked online is not enrolled; switch it to Enrolled with their permission. If the switch is on and the window shows an Astro ID, they are enrolled.
The customer has two Astro accounts
This happens when a customer was enrolled under two different emails or phone numbers, often across two stores or an old system. FieldStack links to one Astro account per customer. Contact Astro Support to merge the Astro accounts, then contact FieldStack Support to confirm the link.
"Unable to enroll customer in Astro Loyalty. Please try again." (Enrollment Failed)
The enrollment call to Astro failed. Try once more. If it fails again, finish the sale (purchases are kept and sent later) and contact FieldStack Support with the customer name and time.
Frequent Buyer Questions
The Apply button is missing on an item I know is eligible
| Likely cause | What you see | What to do |
|---|---|---|
| The customer has no email address | Redeem-blocked icon and the alert "Customer email address required to redeem Astro loyalty reward." | Add the email to the customer and save. The register re-reads it immediately. |
| A reward for this program is already applied on this sale | Blocked icon on the other rows of that program | One free item per program per sale. Finish this sale and redeem again next visit. |
| The card is not complete yet | In-progress dial icon | Click the icon to see Balance Now and After checkout. |
| The register cannot reach Astro | No icons at all | Finish the sale. The reward can be applied once connected. |
| The item was just completed in this sale | Dial icon with "+1 Item pending" | Credit posts after checkout. The reward is available on the next sale. |
"Item quantity changed for Astro redemption"
You pressed Apply on a line with a quantity above 1. The register set the quantity to 1 because one item is free per redemption. Ring the remaining units on a second line.
"You may only redeem one item at a time for each program"
You changed the quantity on a line that already has the free item applied. Delete the coupon line first if you need to change the quantity, then apply again.
The customer bought the last item but the register did not offer the free one
Credit for a purchase posts after checkout. The reward becomes available on the customer's next visit, when they bring the next qualifying item to the register.
Credit did not appear in Astro
- Confirm the customer was attached to the sale before payment. Purchases without a customer cannot earn credit.
- Confirm the item is in the program: Loyalty then View Programs.
- Allow up to five minutes after the sale, and after any connection problem, for purchases to reach Astro.
- If credit is still missing, contact FieldStack Support with the receipt number, store and time.
Offer Questions
"Apply Offer" is missing or the offer did not apply
| Likely cause | What you see in Active Offers | What to do |
|---|---|---|
| Not enough qualifying items yet | "n of m qualifying in cart" | Add the missing items. |
| The free item is not on the sale | "Add the free item to redeem" | Scan the free item, select that line, press Apply Offer. |
| Limit reached for this customer | "Limit reached" | The customer has used this offer the maximum number of times. |
| The offer has ended | "Offer expired" | Nothing to apply. |
| The customer has no email | Alert "Customer email address required to redeem Astro offers." | Add the email to the customer and save. |
| Offers are not enabled for your store | No Active Offers section | Contact FieldStack Support to enable Offers. |
"Remove the applied offer discount before changing this item's quantity."
An offer discount is applied to that line. Delete the offer coupon line, change the quantity, then press Apply Offer again. The discount recalculates for the new quantity.
The Unapplied Offers warning appeared when I took payment
The customer has earned an offer that has not been applied. Press No to go back and apply it, or Yes to continue without it. Continuing forfeits the discount for this sale.
"Offer redemption was not accepted by the loyalty system."
The sale completed and the customer received the discount, but Astro declined to record the offer redemption (for example the limit was reached between checks). Keep the receipt and contact FieldStack Support if the brand credit matters for your reimbursement.
An item shows both a program icon and an offer icon
The item is in a Frequent Buyer program and an Offer at the same time. Press Apply Offer and the register asks Offer or Free Item?. Ask the customer. See Astro Loyalty - Offers at the Register.
Returns and Voids
A Loyalty Notice appeared on a return
These notices are informational. The return proceeds. They tell you that Astro credit could not be reversed for some units, either because the card was already redeemed or because Astro has no record of the purchase. See Astro Loyalty - Returns, Voids and Connection Problems.
I voided a sale that had Astro credit on it
A voided sale that already posted to Astro is not reversed automatically. Contact FieldStack Support with the receipt number so the credit can be corrected.
Connection and Account
"Unable to connect to loyalty system. Please try again."
The loyalty service could not reach Astro. Finish the sale normally. Purchases, redemptions and offers are saved and sent automatically once the connection returns. If the message persists for more than a few minutes, contact FieldStack Support.
"Loyalty system configuration error. Please contact support." or "Loyalty program is not enabled for this store."
Your Astro connection is not set up or has stopped. Contact FieldStack Support.
We changed our Astro password
Send the new credentials to FieldStack Support right away. Until they are updated, the register cannot reach Astro, purchases queue, and rewards cannot be applied.
Messages the Register Can Show
| Message | Meaning |
|---|---|
| "Customer must have web acct to auto enroll in Astro" | Customer account is incomplete for enrollment. |
| "Customer email address required to redeem Astro loyalty reward." | Add an email to redeem. |
| "Customer email address required to redeem Astro offers." | Add an email to apply offers. |
| "Item quantity changed for Astro redemption" | Free item quantity set to 1. |
| "You may only redeem one item at a time for each program" | One free item per program per sale. |
| "Remove the applied offer discount before changing this item's quantity." | Delete the offer coupon line first. |
| "Offer redemption was not accepted by the loyalty system." | Discount given; Astro declined the record. |
| "Unable to enroll customer in Astro Loyalty. Please try again." | Enrollment call failed. |
| "Astro requires both a first and last name for a customer" | Complete the name before saving. |
| "Loyalty Notice: ..." on a return | Informational; return proceeds. |
| "Unable to connect to loyalty system. Please try again." | Astro unreachable; sale continues. |
| "Loyalty system configuration error. Please contact support." | Contact FieldStack Support. |
| "Loyalty program is not enabled for this store." | Contact FieldStack Support. |
| "This customer is already enrolled in the loyalty program." | Already an Astro member; nothing to do. |
| "Customer not found in loyalty program." | Astro has no record; re-enroll via Loyalty > Enrolled. |
| "Item not eligible for loyalty program." | Item is not in an Astro program. |
| "Maximum loyalty purchases reached for this item." | Astro limit for this item reached. |
| "Loyalty system is busy. Please try again in a moment." | Temporary; try again. |
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