Support
Need help with TesserApp? This page is the starting point for both customers and shops.
For app customers
A barcode will not scan at checkout
- Turn screen brightness all the way up.
- Make sure the barcode is fully visible and the phone is held still.
- Ask the cashier to scan from close range (5–10 cm).
The app uses a white background behind the barcode to improve compatibility with most POS scanners.
I cannot find a card
Open My cards and use search: you can search by shop name, custom card nickname, or member number (if you added one). Cards you use often can be saved to favorites to keep them on top.
Does TesserApp need internet?
No. Saved cards are stored locally on the device and remain available offline. Network connectivity is only required to:
- Sync stamps awarded at a shop.
- Update passes added to native wallets (Apple Wallet, Google Wallet).
- Discover new programs nearby.
Can I use TesserApp without an account?
Yes. The consumer app does not require login or registration. Your identity on the device is anonymous.
I lost my phone — can I recover my cards?
If iCloud (iOS) or Google backup (Android) is active, reinstalling the app on a new device will restore your cards automatically through the system keychain backup. If backup is not active, the local data will be lost.
How do I delete a single card?
Open the card, tap the menu (⋯) → Delete card. You have 30 days to recover it from the Deleted folder; after that it is permanently removed.
How do I request deletion of all my data?
Email privacy@tesserapp.eu from the address you want to use as a reference. We respond within 30 days as required by GDPR.
For shops
How do I add a location?
In the dashboard, Locations → + New location. Fill in the details and complete payment in the same window — payment runs through Stripe Elements; you are never redirected away from the platform. The location is created only after a successful payment.
How do I bind a location to a device?
Install the TesserApp shop app, log in with your credentials, and pick the location to bind on the binding screen. Each location can have one active device at a time. To free a location, release the binding from the web dashboard (Locations → Release device).
A program is not awarding stamps from a location
Check:
- The program is published (green "Active" chip in the programs table).
- The program is bound to the location that is trying to award the stamp (Program → Locations tab).
- The location's device is online and was active recently.
- Your subscription is active (Billing section).
Where do I download invoices?
The Billing section lists all issued invoices, with filters by date, status, and number search. Each row has View (opens the Stripe-hosted invoice) and Download PDF actions.
How do I change my payment method?
Billing → Update card. The new method is saved as the default on Stripe and used for upcoming charges.
How do I turn on two-factor authentication (2FA)?
Settings → Account & security → Enable two-factor authentication. Follow the 3-step flow: scan the QR with your authenticator app (Google Authenticator, Authy, 1Password, Apple Passwords), save the recovery codes, confirm with a TOTP code.
Contact
Support emailsupport@tesserapp.eu- General support: support@tesserapp.eu
- Privacy / GDPR rights: privacy@tesserapp.eu
- Billing questions: billing@tesserapp.eu
- Account security: security@tesserapp.eu
Before you write
Help us solve faster by including in your email:
- Platform: iOS / Android / Web (shop) / Shop app.
- App version (visible in settings).
- Device model (customers) or browser and OS (shops).
- A short description of the problem and, if possible, a screenshot.
Do not send full payment card numbers or security codes. We will never ask you for them for security reasons.