Troubleshooting
Quick fixes for the most common issues when tapping, claiming, or redeeming a Gram.
The page is loading slowly
Sometimes the system needs a moment to wake up. This can happen on the first tap of the day.
- Wait up to 60 seconds.
- If nothing changes, refresh once.
- If needed, tap the physical Gram again.
Tip:
A brief loading screen is normal. If it lasts more than a minute, try again once.
The tap didn’t open anything
- Make sure NFC is enabled on your phone.
- Tap the back of your phone directly on the Gram.
- Remove thick cases or metal attachments.
- Try tapping slowly and holding for 1–2 seconds.
Important:
Some phones require NFC to be enabled in settings.
I don’t see the “Claim Piece” button
This can happen for a few reasons:
- The Gram is already collected.
- You’re not logged in.
- The page didn’t fully load your login state.
- Confirm you are logged in.
- Refresh the page once.
- If needed, tap the Gram again.
I logged in but didn’t return to the Gram
After login, you may land on an account page instead of the Gram you were claiming. The system remembers your intent.
- Go back to the storefront home page.
- Look for a banner saying “Continue claiming your Gram”.
- Tap it to return to the correct Gram.
Tip:
If you don’t see the banner, tapping the physical Gram again usually works.
A perk didn’t redeem
- Make sure you brought the physical Gram.
- Ask staff to tap the Gram again.
- Check if the perk is on cooldown.
Important:
Screenshots or photos cannot be used to redeem perks.
Still stuck?
If none of the steps above worked:
- Wait a few minutes and try again.
- Try a different phone if available.
- Contact the partner staff or reach out to support.