Quick answer: If a member was already a customer at your venue before they joined your loyalty program in the Nomni App, their customer profile may have no email, or a placeholder email made from their phone number. Without a real email, Nomni POS can't apply their birthday perk. Since 28 October 2026, the member's verified email is copied to their profile the next time they sign in to your loyalty app or site. Ask them to sign in once, then look them up on the POS again.
This article is for venue managers and staff using Nomni POS with loyalty perks from the Nomni App and Studio.
Why does this happen?
When a member signs up in the Nomni App, they verify their email. If your venue already had a customer profile for their mobile number, that existing profile kept its old email, which was often empty or a phone-number placeholder. The POS reads the email on that profile, so it couldn't apply the birthday perk.
From 28 October 2026, when a signed-in member opens your loyalty app or site, Nomni copies their verified email to the profile if the profile's email is empty, a placeholder or marked temporary. A real email that's already on the profile is never replaced.
How do I get the birthday perk to apply?
Ask the member to open your venue's loyalty app or loyalty site on their phone and sign in with the same mobile number they use at your venue.
Ask them to stay on the page until their balance or rewards load. That's when their email is copied across.
On Nomni POS, look the member up again, or remove them from the order and add them back.
Apply the birthday perk as usual.
What you should see: the birthday perk is available for the member and applies to the order.
What if the birthday perk still doesn't apply?
In the Nomni Console, go to Loyalty Marketing > Perks > Perks List and open the Birthday perk.
Check Active - perk is live is on.
Under Redemption platforms, check POS is selected.
On the Eligibility tab, check the Birthday rule under Targeting rules is set to the member's birthday month. If the month doesn't match, update the rule and click Save Perk.
Check the member has their date of birth on their profile.
Click Save Perk if you changed anything, then look the member up on the POS again.
What you should see: the perk shows for the member on the POS. If it still doesn't, contact us with the member's mobile number, the perk name and the time you tried.
Need help?
Email support@nomni.ai, call 1300 445 483, or chat with us from the Nomni Console.