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Work down the section that matches what you see. Most problems come down to one of four things: Enable Leat or Show rewards off on the store, a reward missing its storekit attributes, a storekit PLU that no longer matches the menu, or a customer who is not signed in.

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Connecting

Leat is a storekit+ feature. Contact storekit Support to have it enabled on your account.
The credentials connected, but the Leat account has no shops yet or the storekit app in Leat cannot see them. Create the shop in Leat, then reload the store’s Leat page and check Rewards at checkout → Edit → Shops. If it stays empty, check the app’s permissions in Leat.
The credentials are shared by the whole account, but each store has its own shop and Enable Leat toggle, both off by default. Open that store’s Leat page, choose a shop under Rewards at checkout → Edit → Shops, turn on Enable Leat in the page header and click Save in the top bar. See Connecting Leat.
The storekit enabled, storekit discount type, storekit discount value and storekit PLU attributes are created for your Leat account by storekit; there is no button for it in the dashboard. Contact Support and they will add them.

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Points

In order:
  1. On the store’s Leat page, check Enable Leat is on in the page header.
  2. Check the order had a customer email — points need a Leat contact. Guest orders with no email earn nothing.
  3. If Enable loyalty opt-in in Sign-up & opt-in → Edit is on and the customer was not signed in, they must have ticked the opt-in box at checkout. Orders where it was left unticked earn nothing.
  4. Check the order was accepted. Points are sent when the order is accepted, not when it is placed; rejected orders never earn.
  5. In Leat, open the contact by email and look at their transactions. Points can take a minute to show.
Leat works the points out from your earning rules and the order total after discounts. Check the rules for the shop in Leat first. If Credit unit name in Rewards at checkout → Edit does not match a unit in your Leat account, Leat calculates against your default unit — check the spelling on the store’s Leat page.
Set Credit unit name in Rewards at checkout → Edit to the unit name used in Leat and click Save in the top bar. To change or remove the message itself, see Earn message.
The refund dialog has a Loyalty tick box that was probably unticked. Open the order, find Earned on the customer card and click Reverse to take the points back now. See Reversing points.
Expected — storekit does not record Leat points for bill payments, even though the bill page can show the opt-in box and an earn estimate. Rewards, vouchers and gift cards can still be used on a bill.

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Rewards and Vouchers

  1. On the store’s Leat page, check Show rewards in Rewards at checkout → Edit is on and click Save in the top bar.
  2. If Enable rewards on Pay at Table in Gift cards & orders → Edit → Show advanced is on, rewards move to the bill — they are not in the basket on purpose.
  3. The customer must be signed in. Guests see Sign up to claim rather than rewards.
  4. Each reward must have storekit enabled ticked in Leat and be active. Rewards without it are hidden on purpose.
  5. Reload the ordering page — rewards are cached briefly.
The contact’s Leat balance is below the reward’s cost. Check the balance in Leat.
The customer has enough points but no item in the basket matches the reward’s storekit PLU codes. Usual causes:
  • The codes are wrong or empty. Open the product in the menu editor and compare its PLU (or SKU / PLU) with the codes on the reward — see Linking rewards to products.
  • You switched POS or replaced the menu, so every product’s PLU changed. Update the codes on each affected reward in Leat, or send Support the list.
  • The reward has a minimum spend in Leat that the basket does not reach (Spend £x more to unlock this reward).
  • The product is out of stock or hidden on the menu.
Check storekit discount type and storekit discount value against the Discount Type Reference:
  • _base types leave paid modifiers at full price; _modifiers types include them.
  • _single types discount one item — the cheapest match — even if several are in the basket; use _multi to discount them all.
  • Fixed amounts are capped at the item price; the value is a plain number (3 for £3.00, not 300).
  • basket_* types discount the subtotal, not delivery or service charge.
Vouchers are shown under View rewards for the signed-in contact they were issued to; there is no code box for Leat vouchers. Check in Leat that the voucher belongs to that contact, is unused and not expired, and that its promotion has storekit enabled and a discount type.
Turn on Enable rewards on Pay at Table in Gift cards & orders → Edit → Show advanced and click Save in the top bar. The customer must sign in on the bill page; product rewards only apply if the POS bill lines carry the same PLU codes as the reward.

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Gift Cards

Turn on Enable gift cards in Gift cards & orders → Edit (with Enable Leat also on in the page header) and click Save in the top bar. The same two settings control the box on bills.
Leat did not recognise the code for the connected shop. Check the code for typos, that the card is active in Leat, and that it belongs to a gift card programme the store’s shop can access.
The balance dropped between the lookup and the payment — usually the same card being used elsewhere at the same time. Nothing was deducted; the customer can apply the card again for the new balance.
storekit reverses the redemption automatically when an order fails after the card was charged. Allow a few minutes and check the card in Leat. If the balance has not come back, contact Support with the order code and the card code.

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Still Stuck

Contact storekit Support with the store name, the customer’s email, the order code, and for reward problems a screenshot of the reward’s attributes in Leat.