Member Support

SPNSR Value Tracking App

SPNSR — TROUBLESHOOTING (MEMBERS)

Stuck? Most issues are quick to fix. Run through the questions below before contacting your club rep.

1. I haven't got my club code / where do I get it?

Your club code is your way into the app — without it, you can't complete sign-up.

Speak to your club rep — they're the person at your club who introduced you to SPNSR. Usually a committee member, secretary, or whoever shared the app with you. They'll have the code and can pass it on.

If you're signing up for a club membership, you should also receive your club code as part of your membership sign-up — keep an eye on your membership confirmation email.

If you're not sure who your club rep is, ask anyone on the committee — they'll point you to the right person.

2. My club code isn't working

Club codes are rotated regularly for security, so the code you've got may have expired.

Speak to your club rep for the latest code. If you've recently signed up for club membership, your most up-to-date code should be in your membership confirmation email.

3. The business didn't scan my QR code

Two common reasons:

  1. The business is still being onboarded — some partner businesses are still being set up with the SPNSR app, so they may not be ready to scan yet.
  2. The business is in peak time — during busy periods, staff may not have time to scan every transaction. This is normal and your account is fine.

What to do:

  1. Don't worry — your account is fine either way
  2. If a specific business isn't scanning regularly, let your club rep know — they'll flag it with us so we can follow up directly with the business

4. I scanned but my points / savings haven't updated

Points and savings normally appear instantly. If they haven't:

  1. Pull down on the home screen to refresh
  2. Close and reopen the app
  3. If they're still missing the next day, screenshot the empty screen and send it to your club rep — they'll escalate

5. My discount didn't apply at the till

Each discount has its own rules — some have a minimum spend, some apply only to certain items or days. The discount is applied by the business at the till, not by the SPNSR app.

Before assuming something's wrong:

  1. Open the business's page in the app and check the discount details
  2. Confirm what you bought matched the discount terms
  3. If everything matched but the discount wasn't applied, ask the business directly — they're responsible for applying it at the till

If the issue keeps happening at the same business, screenshot what you bought and reach out to your club rep.

6. I forgot my password / can't sign in

  1. Tap "Forgot password?" on the sign-in screen — we'll send a reset link to your email
  2. Check your spam folder if it doesn't arrive within a few minutes
  3. Make sure you're using the same email you signed up with
  4. If the reset still isn't working, contact your club rep

7. I want to be removed from the public leaderboard

No problem — you can stay invisible on the leaderboard while still earning points and saving.

  1. Go to Account → Settings → Leaderboard
  2. Toggle "Show me on the public leaderboard" off

You'll still earn points; you just won't appear publicly to other members.

Important: To be eligible for prizes, you need to be visible on the public leaderboard. If you opt out, you'll still earn points, but you won't be entered into any prize draws or promotions tied to the leaderboard.

8. My account isn't working / something's wrong I can't fix

If something's broken and the questions above haven't helped, you've got two options:

Option 1 — Report a bug in the app The SPNSR app has a built-in bug report feature in your account section. Use it to report the issue directly — it sends straight to our team.

Option 2 — Escalate via your club rep

  1. Take a screenshot of what you're seeing
  2. Note which club you're at and what you were trying to do
  3. Send the screenshot + a short message to your club rep

Your club rep can escalate to SPNSR directly. Either route gets you to the same place — pick whichever's easiest.

Still stuck?

Take a screenshot of what you're seeing and send it to your club rep, or use the Report a Bug feature in your account section.

Either route gets your issue to SPNSR — pick whichever's easiest.

How to take a screenshot:

  • iPhone: Press the Side button + Volume Up at the same time
  • Android: Press the Power button + Volume Down at the same time