PIING
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Troubleshooting and FAQs
- Frequently asked questions
- Setup status flags
- Taps not registering
- Passes not installing
- Intelligence not running
- Contact support
In this guide
- About Piing
- Recognition and hardware
- Setup and modes
- Data and privacy
- Common issues
- Getting help
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Troubleshooting and FAQs 1 / 6
Frequently asked questions
Quick answers about Piing recognition, Wallet passes, loyalty, readers, data boundaries and Piing: Intelligence.
Short answers to common questions. For anything not covered here, open the linked guide or contact us.
About Piing
What does Piing do?
Piing turns an in-store arrival into a known customer visit. A customer can identify through a tablet kiosk, a Piing reader, printed scan-in signage or Shopify POS. Piing can then update the Wallet pass and staff view, write visit fields to Shopify, route events to enabled destinations and relate a later paid order or no-purchase outcome to the visit.
Piing: Intelligence and Piing: Alerts are optional Shopify apps. Intelligence turns order and browsing signals into structured Shopify customer metafields. Alerts adds a first-party notification feed and optional browser push to the Shopify storefront.
Does Piing replace my loyalty platform?
No. LoyaltyLion, Rivo, Yotpo or Antavo can continue to own points, tiers and rewards. Piing can use supported values in the Wallet pass and recognition experience. Where the provider and merchant configuration support it, Piing can also send a qualifying visit back for the loyalty programme to act on. Awarding starts off.
Is Piing only for Shopify?
The native Piing app and Shopify POS extension are built for Shopify. Piing: Intelligence and Piing: Alerts are Shopify-only. Retail ID is the separately scoped route for a non-Shopify or bespoke retail stack.
Recognition and hardware
Do I need a reader?
No. A realistic first launch can use the Piing kiosk on a tablet, printed scan-in signage or Shopify POS. A reader adds physical-card tap and, after Apple approval and credential setup, Apple Wallet VAS tap.
Can both Apple Wallet and Google Wallet tap a reader?
No. Both passes can be recognised by QR. An iPhone can tap through an approved Apple VAS setup with the merchant's entitlement and matching NFC credentials. Piing's current Google Wallet pass is QR-only and does not use Smart Tap.
What does the kiosk do?
A paired tablet shows a branded pre-check-in screen and uses its front camera to scan the QR on an Apple or Google Wallet pass. A nearby reader assigned to the same store can also drive the recognised-member screen after a linked physical-card or approved Apple VAS tap.
Setup and modes
What is the difference between demo mode and live mode?
Demo mode shows sample data so a merchant can understand the product before the store has activity. Live mode shows the merchant's recorded visits, Wallet activity, orders and configured destinations.
Why does a setup step still say “To do”?
Each status checks the underlying configuration. It changes only after the required item exists, such as a location mapping, pass configuration or connected destination. See Setup status flags.
Data and privacy
Where does customer data live?
The commerce platform remains the primary customer record. Piing stores operational records such as visits, pass instances, routing and delivery status, and processes identity, loyalty, order, browsing or wishlist context when an enabled feature requires it. Payment card details and biometric profiles remain outside Piing. See What data Piing stores.
What happens if I uninstall?
Access is revoked and product data is removed according to the Shopify compliance flow, the applicable product behaviour and the contractual deletion timetable. App-owned Shopify metafields are managed through Shopify's app lifecycle. See Uninstall and data deletion.
What reaches the AI in Piing: Intelligence?
The model receives the minimised purchase and catalogue context needed for the enabled fields, such as product title, variant, category, brand, unit price, order date and aggregate signals. Direct identity and contact fields are not included in the prompt. See AI and your order data.
Common issues
A recognition attempt did not register
Work through Taps not registering.
A customer could not install a Wallet pass
Work through Passes not installing.
Intelligence is not producing profiles
Work through Intelligence not running.
Getting help
See Contact support, or go directly to contact us. Include the store domain, location, recognition route, approximate time and what you expected to happen.
Related guides
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Setup status flags
What each setup step and status means in the Piing setup wizard, and why a step may still show as not done even after you have made a change.
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