Support loyalty enrollment without slowing down operations. Guests join your loyalty program after purchase, either by accepting an email invitation, by joining after online checkout, or from the order confirmation email. This lets staff invite and support enrollment without managing sign-up manually at POS.
Use this guide to understand how guest enrollment works, how staff can support enrollment at POS and how to answer common questions.
How guest enrollment works
Guests join your loyalty program after making a purchase. While staff can support the process, guests must complete enrollment themselves.
When loyalty is active for your venue, guests are automatically invited to join by email after they:
- Make a purchase online.
- Make a purchase at POS
- Contact your venue and staff create a booking in Venue Manager.
To receive the invitation email, the guest must:
- Be the booking holder with a valid email address.
- Be subscribed to your mailing list.
Guests complete enrollment by selecting Accept & Join in the invitation email and agreeing to the Loyalty Terms and Conditions. Once they accept, they are enrolled automatically and receive a welcome email.
Guests who buy online can also choose to join after checkout through their online account.
When the loyalty invitation panel is enabled in the order confirmation email template, guests can also join directly from their order confirmation email. This is sent to guests after purchasing via the online checkout, or manually from Venue Manager.
Staff help guests join by:
- Capturing the correct email address.
- Confirming mailing list consent.
- Answering questions about how enrollment works.
Staff cannot enroll guests on their behalf at POS or in Venue Manager.
Invite guests to join loyalty
Staff support loyalty enrollment when they complete a booking at POS by capturing the correct guest details, linking the booking to the booking holder with a valid email address and confirming consent to receive emails.
- Assign the booking to the booking holder.
- Confirm the guest has a valid email address.
- Ask if the guest would like to join the loyalty program and receive loyalty emails, rewards and other offers by email.
- Confirm the guest actively agrees to receive emails before adding them to the mailing list.
- Confirm the mailing list checkbox is selected at POS.
- Remind the guest to use the same email address when purchasing online so their rewards are tracked correctly.
- Complete the payment.
Once payment is complete, ROLLER automatically sends the invitation email if the booking holder has a valid email address and the guest is subscribed to the mailing list. If either is missing, the guest will not receive the invitation.
What happens after payment at POS
Once payment is complete, POS automatically sends the invitation email to the guest, provided they have subscribed to the mailing list. The booking complete screen confirms that the invitation has been sent.
Invite guests after payment at POS
If a POS transaction is completed before a booking holder is assigned, staff can still invite the guest to join the loyalty program from the booking complete screen.
Ask if the guest would like to join the loyalty program and receive rewards and offers by email.
After the guest agrees, select Invite guest on the booking complete screen.
Enter the guest’s details to add them to the booking.
Confirm the mailing list subscription box is selected, then select Invite.
ROLLER adds the guest’s details to the booking and automatically sends the loyalty invitation email.
What guests receive
Guests receive an email invitation and must select Accept & Join to agree to the Loyalty Terms and Conditions and join the loyalty program.
Once the guest completes enrollment:
They are automatically enrolled in loyalty.
They receive a welcome email.
They start earning automatically when eligible bookings are redeemed at POS.
What to say to guests
Because loyalty invitations are sent by email, guests must subscribe to the mailing list to receive them.
Invite guests
You can say:
- “Would you like to receive an email invitation to join our loyalty program?”
- “To send the invitation, we need your permission to add you to our mailing list for loyalty emails, rewards and other offers.”
- “Once you receive the email, select Accept & Join to complete your enrollment.”
If guests ask why mailing list subscription is required
You can say:
“We send the loyalty invitation by email, so we need your permission before we can send it.”
“Subscribing to the mailing list lets us send your invitation, loyalty emails, rewards and other offers.”
“Once you receive the email, just select Accept & Join to complete your enrollment.”
“You can unsubscribe at any time.”
If guests ask how loyalty works
Keep it simple. You can say:
“Once you join, eligible visits can help you earn rewards.”
“When you qualify, you unlock a reward to use on a future visit.”
“To complete sign-up, just open the email and select Accept & Join.”
"You earn 2 points for every dollar you spend — 100 points is a dollar off. Spend $150 total and you'll get $10 off your next visit. And every pass gets you closer to a free one — 8 and you're there."
"You earn 3 points per dollar — 100 points is a dollar off. And every session you book gets you closer to a free one. Six sessions and your next one's on us."
“We’ll send the details by email after you join.”
Avoid explaining point values, spend thresholds or rule mechanics. Refer guests to the email and the Loyalty Terms and Conditions for more information.
Troubleshoot loyalty enrollment
The guest didn’t receive the email
Staff can:
Confirm the email address used matches the email recorded on the booking.
Confirm the guest is subscribed to the mailing list.
Ask the guest to check their spam or junk folder.
The guest says they joined but aren’t earning
Staff can:
Confirm the guest selected Accept & Join in the email.
Confirm the booking has been redeemed at POS, as rewards start earning after redemption.
Check the guest’s loyalty profile in Venue Manager for their loyalty status and activity.
Resend the loyalty invitation email if needed.
Go to Guests.
Search for and select the guest.
Confirm they are subscribed to the mailing list.
Select the Loyalty tab to view their status, for example Invited or Enrolled.
Resend the invitation link if needed.
Learn more about how to manage loyalty for guests from the guest profile.
Important reminders
Guests must be subscribed to the mailing list to receive a loyalty invitation email.
Guests are not enrolled until they select Accept & Join in the invitation email.
Staff cannot complete enrollment on the guest’s behalf at POS or in Venue Manager.