BC Ale Trail - App Support | Admin User Guide

Apple ID signup:

Hi [First name],

Taking a look here - this is likely due to using your Apple Private relay email at account creation rather than your previous email in the BC Ale Trail account.

As your points history are tied to the specific email you used previously, please log out and recreate your account (select Create Account) using the email you previously used, rather than the apple private relay.

Let me know if you need any further assistance,

Email Whitelist (if they aren't receiving pw reset emails):

If you're not receiving the password reset or verification email (and it's not in junk), it's possible your email is filtering it out. To troubleshoot this issue:

Please go to your email settings and mark the email "noreply@bc-ale-trail-app.firebaseapp.com" as a contact and allowable to receive emails (whitelist this email).

Try again and you should receive the email. If not, please let us know.

Thanks,

Unable to checkin on patio:

Hi [First name],

Thanks for the feedback.

Occasionally a beer garden or patio in a brewery sits outside of a locations boundary to check in. When this happens, please try quitting app, going inside the establishment and reopening the app to check in.

If you have specific issues with a location, select Having trouble checking in? and report a geolocation error with the location.

Otherwise please feel free to reach out and I would be happy to assist further.

Thanks,

Used wrong email on signup:

Hi [First name],

Is it possible your previous BC Ale Trail app account used a different email? I'm not seeing previous account history under this email Email.

As your points history are tied to the specific email you used previously, please log out and recreate your account (select Create Account) using the email you previously used.

If you no longer have access to that email, just let me know and I would be happy to assist further.

Thanks,

Validate Checkin Error (user feedback/error log):

Hi [First name],

Thanks for letting us know about your check in issues with the BC Ale Trail app.

We have reviewed the location data for the brewery and validated your checkin, we've added this to your account.

If you were on a patio, please try reopening the app once inside the location on your next visit.

Please let us know if you need any further assistance,

Validate Checkin (able to check in):

Hi First name,

Thanks for the location error feedback!

Taking a look at your account, it appears you were able to check in at this location. However we will review the geolocation data with the brewery to ensure we continue to improve accuracy.

Thanks,

View Points:

Hi there,

Taking a look at your account, it appears your points have successfully transferred over. You can view them in the BC Ale Trail app when signed in under this email, on the profile page (under the badge icon).

If you need any further assistance just let us know,

General troubleshooting:

If they are having trouble checking into a brewery:
- Verify that they did not checkin (Users > Search user by email or name > Check-in History)
- Ask them to verify that geolocation is on
- Check geolocation boundaries on listing
- Ask to quit and reopen app
- if needed, add points (Users > Search user by email or name > Platform Access and Roles > Click on Points to edit)
If they are having trouble logging in:
- Verify they have an account
- Ask them to confirm they have recreated an account
- Check the email they sent, is it the same under Users in admin?
- They can select Forgot Password to reset password
- If they haven't recreated their account (since the app switchover), password reset wont work.

Account Creation Troubleshooting

Hi First name,

Thanks for reaching out!

I do see an account associated with [email] with accumulated points - however is it possible that you haven't just yet created an account?

To troubleshoot please follow these steps:

Ensure your app is up-to-date: You can verify there is no outstanding update via the Google Play or Apple App stores.

Create your account: using this email address, select Create Account on the login screen.

Once you have created your account, please log in and view the Profile Page (via the badge icon, next to the settings). You should see there your migrated points from your previous app.

Please let me know if you have any questions, I'm happy to assist further.

Generic Troubleshooting

Hey there,

Thanks for reaching out! I just want to confirm a couple of things to help get this sorted;

Have you updated the app from the app store? You can confirm by checking the version of the app (it should be 2.0.2) , or going to the app in the app store and seeing if there is an update button.
Have you tried quitting and re-opening the app (on Apple you swipe up, hold and then swipe again, on Google you swipe up and hold)
If you have updated the app, can you let us know what platform you are on, Google or Apple, and what kind of device?
If none of these resolve the issue, can you send a screenshot of what you see after you login?

Please let me know if this works for you, otherwise I’m happy to dig deeper and determine what the issue is,

Lost Points

Hi there,

Thanks so much for reaching out - apologies for the confusion surrounding your account creation and points.

I just wanted to reach out and let you know that you points have now been added back to your account.

Please quit the app and reopen the app and check your profile (the badge icon on the bottom, left of settings icon).

If you are still not seeing your points, please let me know and we will look into this matter further.

Have a great day,

No History

Hi First name,

Thanks for following up - happy to hear your points have been updated.

We are working to investigate restoring checkin history in the app, however this will likely take a little while as we get everyone updated in the app and all information migrated over. We can't currently guarantee that all history will be populated, however please keep on eye on things as we work to get this rolled out!

Please feel free to reach out if you need anything else at all, we're happy to help.

Have a great day,

Review in App Store

So glad you’re up and running, hope you enjoy the new app experience! If you have a moment, please go ahead and leave us a review on the Google Play or Apple App store. This helps us reach and connect with even more BC beer enthusiasts!

-Tourismo Support Crew

Rewards Question

Hi First name,

Thanks for reaching out - sorry for the confusion here.

Accumulated points can be redeemed for merchandise or discounts at participating rewards locations. The number of points required for a reward will vary by brewery and also depends on the reward being offered. For example:

Grey Fox Brewing (Kelowna and West Kelowna Ale Trail): Redeem 100 points for a free branded glass with purchase
Patina Brewing (North of the Fraser Ale Trail): Redeem 50 points for 10% off or 100 points for 15% off of select merchandise
Rusted Rake Brewing (Vancouver Island Ale Trail Part II): Redeem 100 points for 20% off merchandise
Torchlight Brewing Co (Kootenay Rockies West Ale Trail): Redeem 50 points for a free pretzel with purchase of a beer

Participating breweries will display their rewards and points needed in the listing when checking in.

I hope that clears things up! Please let me know if you have any other questions at all, I'm happy to assist.

Create Account Issue

Hi there,

Thanks so much for reaching out - Tourismo Support team here, we built the new BC Ale Trail app.

If you're having trouble logging into to the app, it is likely due to the recent app updates.

When the app updated, it logged out of your account and your previous passwords will no longer work.

To regain access to your account, please follow these steps

Open the app and select "Create Account".
Use your email from your previous account and create a new password.

*It is very important to use the email address attached to your previous BC Ale Trail app account in order to ensure all your points and history will be restored in the app.

If you're not sure which email you used to create your original BC Ale Trail account, head to your email and search "BC Ale Trail App Update" subject line. If you received an email to that account, that is the email you should use to sign up.

Once logged in, be sure to share your location so you can check in at all your favourite breweries and tap houses.

Next check your profile for your points by tapping on the badge/rewards icon (to the left of settings).

If you have any trouble at all, please don't hesitate to follow up and we'll be happy to assist further.

Have a great day,

iOS/Android Force Quit Instructions

Here are some instructions on how to Force Quit and re-open the app;

Force stop apps from the Settings menu on an Android phone

Go to Settings > Apps.
Tap an app.
In the App info menu, tap Force stop.
Tap OK to confirm the action.

How to force quit an app on iPhone, iPad

Swipe up from the bottom of the device. If your device has a home button, double press that instead.
This will bring up a carousel of all the open windows on your device.
Swipe the app you want to close. It will disappear from the carousel.
Reopen the app.