General Questions

Common Questions, Troubleshooting Tips, and Guidance for Earning and Redeeming Rewards

What is iwantChips / Cannopy?

Cannopy and iwantChips are loyalty platforms that let you earn rewards from participating brands and stores. Depending on the program, you may be able to earn chips by scanning eligible QR codes, purchasing participating products, or providing your phone number or Wallet QR Code at checkout.

How do I earn chips?

There are a few common ways to earn chips:

• Scan an eligible QR code found on participating products or promotional materials

• Give your phone number at checkout at a participating store

• Present your Wallet QR Code in the app to a participating store

• Participate in brand or store promotions tied to the loyalty program

Not every product, store, or QR code will be part of the program, so availability may vary by brand and location.

Where do I see my chips?

Open the app and go to your account page or open the dropdown on your home screen to view your available chip balances. Your chips will be organized by brand or “stack.”

What are “stacks”?

Stacks are the chip balances you have with different participating brands. If you’ve earned chips from more than one brand, you may see multiple stacks in the app.

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Scanning Questions

Why isn’t my QR code scanning?

There are a few common reasons a QR code may not scan:

• The code is damaged, blurry, or partially covered

• The lighting is too dark or there is glare on the package

• The camera is not focused clearly on the QR code

• The QR code has already been used

• The QR code is not part of the active Chips/Cannopy program

• The code is a legacy or transition QR code from an older program

What should I try if a QR code won’t scan?

Try the following steps:

1. Check Transactions in the Account Tab to ensure the transaction has not already been processed

2. Scan the code directly in the app

3. Make sure the QR code is fully visible and flat

4. Move to better lighting and reduce glare

5. Hold your phone steady and let the camera focus

6. If you have multiple products, scan each item individually

7. Make sure you are signed into the correct account in the app

If it still doesn’t work, take a close/clear photo of the QR code and contact [email protected] with images of the QR codes in question.

Do I need to scan each item individually?

Yes. Each QR code is unique and should be scanned individually. If you purchased multiple eligible items, each item’s code needs to be scanned on its own.

What if the QR code says it has already been used?

If a QR code has already been redeemed, it usually cannot be scanned again. If you believe the code was not used by you or there is an issue, take a close/clear photo of the QR code and contact [email protected] for review.

Can I use my phone’s regular camera app to scan the code?

While using your phone’s regular camera will work after following additional prompts, for reward-related actions, it is usually best to scan through the Chips or Cannopy app so the system can process the code correctly and more efficiently. If you are having trouble, the app scanner is the best place to start.

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Transition / Legacy QR Code Questions

What is a transition QR code?

A transition QR code is typically an older QR code connected to a previous version of a loyalty program or an earlier campaign. These may not scan normally in the current app experience.

I found a transition QR code. What should I do?

If you believe you found a transition or legacy QR code, please email [email protected] with:

• A close/clear image of the QR code

• A photo of the product or package if possible

• Any helpful details about where and when you got it

Our team can review it for verification and let you know whether chips can be added manually.

Why won’t a transition QR code work in the app?

Some older QR codes were part of earlier campaigns or transition periods and are no longer processed the same way as current active codes. In those cases, support may need to verify the code manually.

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Reward Questions

How do I see what rewards I can get?

Open the app and browse the available rewards. You can tap into a reward to view more details, including what it costs, how it works, and where it may be available.

Why can’t I redeem a reward yet?

Common reasons include:

• You do not have enough chips yet

• The reward is not available at your location

• The reward is only available at certain participating stores

• The reward is temporarily unavailable

How do I know where I can redeem a reward?

Open the reward’s details page in the app. This is usually the same page where you would generate the QR code to present at a store:

1. Open the reward details

2. Scroll to the bottom of the page

3. Look for the list of stores that carry or accept that specific reward

That store list is the best place to confirm where the reward can actually be redeemed.

Why do I see a reward in the app, but not at my store?

A reward appearing in the app does not always mean it is redeemable everywhere. Some rewards are only available at specific participating stores. Always check the reward details page and scroll to the bottom to see the eligible locations.

What is the QR code on a reward page for?

That QR code is typically the code you generate when you are ready to redeem the reward at a participating store. It is different from your Wallet QR Code and different from a product earning QR code.

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In-Store Questions

What should I show at the store when redeeming a reward?

Open the reward in the app and generate the reward QR code on that reward’s details page by clicking "Claim Now". Present that QR code to the store staff when you are ready to redeem.

What is the difference between my Wallet QR Code and a reward QR code?

Your Wallet QR Code helps identify your account for earning or lookup purposes. A reward QR code is generated from a specific reward when you are ready to redeem it.

If you are trying to redeem something at a store, make sure you are showing the QR code generated from the reward itself — not just your wallet code.

Can a store help me earn chips even if I do not scan a product QR code?

Yes, in some participating locations, you may be able to earn chips by giving your phone number or presenting your Wallet QR Code at checkout.

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Account / Support Questions

I scanned a code but didn’t get my chips. What should I do?

If your chips did not appear, try the following first:

• Check Transactions in the Account Tab to verify the transaction has been processed

• Refresh the app

• Close and reopen the app

• Make sure you are logged into the correct account

If your chips still do not appear, contact support with:

• A close/clear image of the QR code

• A description of what happened

• The email address or phone number tied to your account

Who do I contact for help with scanning issues or older QR codes?

For support with scanning issues, especially transition or legacy QR codes, contact:

[email protected]

Please include clear images and as much detail as possible so the team can review faster.

What information should I send support?

To help us investigate quickly, please include:

• Your account email address or phone number

• A close/clear image of the QR code

• A product photo if relevant

• A short explanation of the issue

• Where you got the item, if known

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Best Practices

Any tips to avoid common scanning problems?

Yes:

• Scan in good lighting

• Avoid glare on glossy packaging

• Hold the phone steady

• Make sure the full QR code is visible

• Scan each item individually

• Use the in-app scanner when possible

• Check that you are signed into the correct account