Help

Version 1.2, 11 Nov 2026

Who answers what

  • Your itsPass account, signing in, the app, your code, your PIN, devices
    Who answers
    itsPass (ITSolver)
    How
    Contact itsPass in Help, or support@itspos.io
    Reply target
    2 working days
  • Security worries (someone used my account), deleting your account
    Who answers
    itsPass
    How
    support@itspos.io (or privacy@itspos.io for deletion)
    Reply target
    1 working day
  • Your data, privacy requests, complaints about how your data is used
    Who answers
    itsPass for your account; the shop for its records
    How
    privacy@itspos.io (we pass shop matters on within 5 working days)
    Reply target
    Acknowledged within 30 days for complaints; answered within one month for requests
  • Purchases, refunds and returns, points, stamps, rewards, prices, offers, gift cards, store credit, tabs
    Who answers
    The shop
    How
    Contact a shop in Help, or the phone and email on its card
    Reply target
    Set by the shop
  • Card-only members (member slip, no phone)
    Who answers
    itsPass, often with the shop's help
    How
    Ask the shop, or support@itspos.io
    Reply target
    2 working days (1 for deletion)

Make a complaint

Unhappy with how itsPass uses your data, or with itsPass itself? Tell us here. We'll send you an acknowledgement straight away, look into it without undue delay, keep you updated and tell you the outcome.
What is it about?
What happened?
Tell us what happened and what you'd like us to do.
Your name (optional)
Your email address, so we can reply
No email address? Ask the shop to contact us for you, or write to us at ITSolver Ltd, 108 Tunstall Crescent, Nottingham NG8 5PT.
You can also complain to the Information Commissioner's Office at ico.org.uk/make-a-complaint, helpline 0303 123 1113.

Questions and answers

Getting started

1. What is itsPass?

A free account for shops that use itsPOS. Join the shops you like, show one code at the till to collect points or stamps, and get your receipts in one place. You never need it to buy.

2. Does it cost anything?

No. itsPass is free, and nothing in the app is for sale.

3. Who can use itsPass?

Anyone aged 16 or over in the UK.

4. I don't have a smartphone. Can I still join?

Yes. Ask at the till to join by phone: we text you a code, you read it to the cashier, and you've joined. Later, if you get the app, sign in with the same mobile number: your shops are already there. With no mobile at all, the shop can give you a member card (a slip) with a number and a 4-digit PIN you choose. It works only at that shop; ask there to cancel it or print a new one.

5. How do I join a shop?

Tap Join at the top of Shops and scan the QR code at the shop's counter, or tap Find more itsPOS shops (search by name, town or postcode, or tap Shops near me) and choose the shop, then tap Join. You can also join at the till by phone.

Using your code

6. Why does my code keep changing?

It changes every 30 seconds, so a photo or screenshot of it can't be used by someone else. The till always knows it's you.

7. Does my code work without signal?

Yes, for up to 7 days. Open the app with a connection at least once a week to keep it fresh.

8. What's my PIN for?

To spend points, store credit or gift card balances at the till when you don't show your code in the app (for example with your member card or your phone number). Type it yourself and never tell anyone. Set or change it in Account › PIN. After 5 wrong tries, spending without the app is locked for 24 hours.

9. Can I add itsPass to Apple Wallet or Google Wallet?

Yes: Account › Add to Wallet. An Apple Wallet card collects points; to spend, show the code in the app or use your PIN.

Points, receipts and offers

10. Where are my points?

Each shop's points are on its card under Shops. Points belong to that shop and can only be used there.

11. My points didn't arrive.

If the till was offline, they're added when it reconnects, usually within minutes. If they're still missing after a day, contact the shop: tap the shop's card, then Contact this shop.

12. Where are my receipts?

Under Receipts. Each one is the shop's own receipt, with VAT, a PDF, and a return code you can show at the till.

13. Can I stop paper receipts?

Yes: Account › Privacy and choices › Paper receipts, for all shops or one. The till then sends your receipt to itsPass. You can still ask for a printed one.

14. How do I stop offers from a shop?

Tap Stop offers from this shop in any offer, or change it in Privacy and choices. Messages about your receipts and points carry on, and never contain offers.

Your data and your account

15. What can a shop see about me?

Your first name, and your email, phone or birth month only if you chose to share them with that shop. It sees what you buy there, but never which other shops you use.

16. How do I leave a shop?

Open the shop's card, tap Choices at the bottom, then Leave at the bottom of Choices. You'll see what you'd lose first, and you can undo it straight away. If you rejoin within 30 days, your points come back.

17. How do I get a copy of my data?

Privacy and choices › Download my data for your itsPass account. For your purchases at a shop, tap Ask this shop for my data.

18. How do I delete my account?

Account › Delete account in the app, or at pass.itspos.io/delete. Can't sign in? Email privacy@itspos.io with your mobile number, and we'll check it's you. With a member card and no phone, ask the shop or email support@itspos.io.

19. I've got a new phone. What do I do?

Install itsPass and sign in with Apple, Google or your passkey if you added one, or with a text code to your mobile (and your PIN, if you set one). Your code moves to the new phone. New number? Change it in Account first. You can use up to 3 phones; remove old ones in Account › Devices.

20. Someone else used my account or my PIN.

Contact support@itspos.io straight away. Change your PIN in Account › PIN and sign out other devices in Account › Devices. We reply within 1 working day.