How guests join your loyalty program (early access)

Grow your loyalty membership without adding friction at the point of sale. Guests can join your loyalty program in several ways — from an email invitation, at online checkout, by creating an online account, or by scanning a QR code poster in venue — so staff can 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 or by creating an online account. Staff can support the process, but in most paths the guest completes enrollment themselves.

When loyalty is active for your venue, guests can enroll through any of these paths:

• Email invitation after purchase
  ROLLER automatically sends an invitation email after a guest makes a purchase online, makes a purchase at POS, or contacts your venue and staff create a booking in Venue Manager. The guest selects Accept & Join in the email to agree to the loyalty terms and conditions and are automatically enrolled.
• At online checkout
  After completing an online purchase, guests can select Join Loyalty on the booking confirmation page to enroll straight away.
• From the order confirmation email
  When the loyalty invitation panel is enabled in the order confirmation email template, guests can also join directly from their order confirmation email. This email is sent after an online checkout purchase, or manually from Venue Manager.
• By creating an online account
  When a guest signs up for an online account using their email address, they are automatically enrolled in loyalty. Enrolling in loyalty also creates an online account, so guests can sign in later to view their points, rewards and progress.
• From a QR code in venue
  You can also share your online accounts login page link via a QR code at your venue — for example at the entrance, front desk, or cafe — to drive self-enrollment outside of POS and online checkout.

For the invitation email to send, the guest must be the booking holder, have a valid email address, and be subscribed to your mailing list.

What happens after enrollment

Once enrolled — regardless of how they joined — guests receive a welcome email and start earning automatically when eligible bookings are redeemed at POS or expire. They can sign in to their online account to view their points, rewards, and progress.

Invite guests to join loyalty at POS

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 offers and loyalty updates by email.

1. Assign the booking to the booking holder.
2. Confirm the guest has a valid email address.
3. Ask if the guest would like to join the loyalty program and receive loyalty emails, rewards and other offers by email.
4. The mailing list checkbox is selected by default for guests when loyalty is active for your venue. Leave it selected if the guest agrees, or clear it if they don't.
5. Remind the guest to use the same email address when purchasing online so their rewards are tracked correctly.
6. Complete the payment.

Once payment is complete, ROLLER automatically sends the loyalty 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.

Invite guest after payment at POS

If a POS transaction is completed and the guest hasn't subscribed to the mailing list, staff can still invite the guest to join the loyalty program from the booking complete screen.

1. Ask if the guest would like to join the loyalty program and receive rewards and other offers by email.

2. After the guest agrees, select Subscribe guest on the booking complete screen.

3. Enter the guest’s details including email address to add them to the booking.

4. Keep the mailing list subscription box selected, then select Invite.

ROLLER then subscribes the guest to the mailing list and automatically sends the loyalty invitation email. Guests can accept and join loyalty from the invite email.

What to say to guests at POS

Use these prompts when inviting guests to join loyalty at POS. Because loyalty invitations and other communications are sent by email, guests must subscribe to the mailing list to receive them. Keep it simple and conversational.

When inviting a guest to join

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 a guest asks 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, progress updates and other offers."
• "You can unsubscribe at any time."

If a guest asks how loyalty works

Keep it simple. You can say:

• "Once you join, eligible visits help you earn rewards."
• "When you qualify, you unlock a reward to use on a future visit."
• "We'll send the details by email after you join."

If a guest wants specifics on point values or thresholds, give them a short example using your venue's current rules — for example, how many points they'd earn from a typical purchase and what those points are worth.

Avoid explaining detailed rule mechanics on the spot. Refer guests to the invitation email and the loyalty terms and conditions for the full details.

How guests join online

Guests can join your loyalty program online in two ways — at checkout, or by creating an online account.

At online checkout

After completing payment online, a loyalty program section appears on the booking confirmation page with a Join Loyalty button. When the guest selects it, they're enrolled straight away. No venue setup is needed.
 

By creating an online account

When a guest signs up for an online account using their email address, they're automatically enrolled in loyalty. Enrolling in loyalty also creates an online account, so guests can sign in later to view their points, rewards, and progress.

You can share your online accounts login page link with guests to drive self-enrollment outside POS and online checkout. From Venue Manager, go to Apps > Progressive checkouts > All checkouts, select your checkout, then in the top-right corner select Share and copy the link under Login page. To learn more, see Configure online accounts in progressive checkouts.

Some ways to share it:

• Place it behind a QR code at your venue, for example at the entrance, front desk, cafe POS, or party rooms.
• Add it to marketing emails to your subscribers.
• Include it in post-visit follow-up communications.

FAQs

A guest says they didn't receive the invitation email. What should I check?

• 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.
• Staff with permission to manage loyalty can resend the invitation from the guest's loyalty profile in Venue Manager.

A guest says they joined but they're not earning. What should I check?

• Confirm the guest selected Accept & Join in the invitation email. Guests invited by email are not enrolled until they accept.
• Confirm the booking has been redeemed at POS or has expired — points are awarded after redemption or expiry.
• Check the guest's loyalty profile in Venue Manager for their loyalty status and recent activity.

How do I check a guest's loyalty profile in Venue Manager?

1. From Venue Manager, go to Guests.
2. Search for and select the guest.
3. Confirm they are subscribed to the mailing list.
4. Select the Loyalty tab to view their status — for example, Invited or Enrolled.
5. Resend the invitation link if needed.

To learn more, see View and manage a guest's loyalty profile from Venue Manager

Important reminders

• Guests must be subscribed to the mailing list in ROLLER to receive a loyalty invitation email.
• Guests invited by email are only enrolled once they select Accept & Join in the invitation.
• Guests joining at online checkout or by creating an online account are enrolled straight away.
• Share your online accounts login page link to drive self-enrollment outside POS and online checkout — for example, behind a QR code at your venue or in marketing emails to subscribers. To get the link, see Configure online accounts in progressive checkouts. Guests who sign up are automatically enrolled in loyalty.

Learn more

• Get started with ROLLER Loyalty — overview of the program and what to set up first
• How loyalty works seamlessly in the background — how guests earn, progress and redeem rewards
• Choose the right loyalty rule for your goal — compare rule types and pick the best fit for your venue
• Set up loyalty rules and rewards in Venue Manager — configure rules, rewards and activate your program
• How loyalty emails work — automated emails guests receive throughout the loyalty lifecycle
• Redeem loyalty rewards at POS and online — how staff apply rewards at POS and guests redeem online
• View and manage a guest's loyalty profile from Venue Manager — check balances, history and loyalty status
• Measure the impact of your loyalty program with Analytics — track performance with built-in loyalty reports