Something not working, a stamp that never arrived, or a question about a reward? Write to us and we will sort it out.
We reply to customer emails within 2 business days. Our team works Sunday to Thursday, Qatar time.
From inside the app you can reach the same inbox: open Settings and tap Help and Support, which starts an email to us.
If you tell us these four things up front, we can usually fix the problem in one reply instead of three:
Screenshots help too.
You can delete your Qtap account from inside the app. You do not need to email us or ask permission.
Your account is scheduled for deletion straight away and you are signed out. Push notifications stop immediately.
For the next 30 days nothing is erased yet. If you sign in again with the same phone number during that window, your account comes back with your cards, stamps and points where you left them, and the app tells you it has been restored.
After 30 days the deletion is permanent and cannot be undone. At that point:
Your past visits and transactions stay in each merchant's own records, but without your name or number attached to them. They appear as "Deleted User". Merchants need those rows for their own bookkeeping, in the same way a shop keeps its till receipts after a customer has gone.
If you added a loyalty card to Apple Wallet or Google Wallet, delete that pass from Wallet yourself. Deleting your Qtap account removes the pass from our side, but a copy already sitting on your phone stays there until you remove it.
Some shops let you join their programme by scanning a QR code at the counter, without downloading Qtap. If that is you and there is no app to open, email support@qtap.qa from your phone number or with it in the message, and we will delete the membership for you.
Three ways, all of them at the counter:
Staff can also scan you. Open your card from the wallet and show them the code on it.
Check your card first. Balances usually land within a couple of seconds, but a weak connection in the shop can hold one up until the app next opens.
If it still is not there, tell the merchant while you are standing at the counter. They can add it from their side immediately, and that is nearly always the fastest fix. If you have already left, email support@qtap.qa with the shop name and roughly when you visited, and we will look at the record.
One thing worth knowing: some programmes only count one visit per day, or only count qualifying purchases. The merchant's own page in the app spells out their rules.
Open the wallet and switch to Vouchers. They are sorted into Available, Pending, Used and Expired, so an old code never buries a live one.
Earned rewards and claimed offers both end up here. An earned reward is one you filled a card to get. An offer is something the merchant is running separately, like a weekend discount or a birthday treat, and it becomes a voucher once you claim it.
Each one carries an eight-digit code. Read it out or show the screen at the counter and staff enter it on their side. That is the whole redemption.
Codes work once. Most of them expire, and the card shows you how long is left, so it is worth using a reward while you are already in the shop.
Expiry windows are set by the merchant, not by Qtap, so we cannot reinstate a code ourselves. Ask the shop directly. Plenty of them will honour it or issue a fresh one if you explain what happened.
Open any card in Qtap and tap Add to Wallet. The pass carries your live balance and updates as you earn, so you can check your progress without opening Qtap at all.
If a pass looks out of date, open the Qtap app once and let it sync, then check Wallet again. Passes update over the network and can lag if your phone has been offline.
You can delete a pass from Wallet whenever you like. That removes the pass, not your loyalty card, and your stamps and points are safe in the app.
Yes. Open Settings and turn Notifications off. The notification list inside the app keeps working, so nothing gets lost, you just stop getting pushed.
Offers and marketing from merchants are a separate switch, Offers and updates from merchants, on the Account screen. It is off unless you turn it on.
You can also mute a single merchant without silencing everything. Muted merchants are listed in Settings, with an Unmute button next to each one.
Open the Account screen, tap Change next to your phone number, and verify the new one with the code we text you. Your cards, stamps, points and vouchers move with you.
Do this before you lose access to the old number if you can. Your phone number is how you sign in, so recovering an account tied to a number you no longer control is slow and needs proof from you.
Open the map in the app to see participating merchants near you. New ones join regularly.
If your favourite place is not on there, tell us: open Settings and tap Suggest a merchant. You can attach the shop's location from your phone if you are standing outside it, though you do not have to. Emailing support@qtap.qa works just as well. We would rather hear about it than not.
Yes. Joining a programme and collecting stamps or points costs you nothing. Merchants pay for the service, you do not.
We explain exactly what we collect and who sees it in the Qtap Customer Privacy Policy.
The short version: the merchants whose programmes you join can see your loyalty activity at their own business, and never your activity anywhere else. We do not sell your data and we do not track you across other apps or websites.
To get a copy of your data, correct something, or ask a question about how we handle it, email privacy@qtap.qa. We answer within 30 days.
Email security@qtap.qa. We take these seriously and respond quickly.
Qtap · Flare Business Center, Level 25, Manarat Lusail, Lusail, Qatar · operated by Qtap Loyalty LLC (Delaware, USA). Customer Privacy Policy · Merchant Privacy Policy · Terms & Conditions