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Start with the message on the screen. The web app’s Help section has staff guidance, and your Hydra contact can help with setup or an issue you can’t resolve there. Tell them your business name, what you tried, and roughly when it happened. Keep passwords and usable voucher codes private.

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A member isn’t in the list

Search by phone in Members. Check that they joined this business. If they haven’t, share the join link or use Add member in Hydra Desk with their confirmation.

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A new member has no points

Joining starts their membership. Staff add visit points when they choose Check in in Hydra Desk. See record a visit.

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WhatsApp didn’t reply

Check that the person texted the business number shown on Home. Ask a new customer to send a text such as JOIN; an existing member can send BALANCE. If several people get no expected reply, ask Hydra to check the connection.

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Messaging shows No recent reply

That member can’t receive your free-form message outside their recent WhatsApp reply period. The recipient list shows who you can reach now. See send to selected members.

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A reward needs checking

Contact Hydra before issuing another reward. The first one may already exist. If only a prepared voucher’s delivery failed, use its retry to keep the same code and image.

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The Redeem screen won’t accept your voucher

Hydra can’t yet mark your own display vouchers redeemed in the app. Agree with your team how to honour and record the offer, and see use a voucher.