If you have set a geofenced promotion, are within the geofenced location, and are not seeing the promotion in-app, follow these troubleshooting steps below:
Check Location is Geofenced Properly
1. Using the sidebar navigation, click App Content, and then scroll down to the "Engage your Fans" section and click "Arenas & Stadiums".
2. Click on the desired location.
3. There will be a section titled "Location Info". The latitude, longitude, and Geofence Radius (meters) should all be listed for the location to be properly integrated into the app. When setting up a location, the best practice is to have the latitude and longitude line up with the direct middle of the location.
Check Promotion is Geofenced Properly
1. If you have a specific promotion that is geofenced to a location, you can go to the App Content tab and, under "Engage Your Fans", click "Promotions".
2. Locate the specific promotion attached to a location. Click into the promotion and click "Edit".
3. Locate the "Audience" section. If a promotion is properly geofenced, you will see a location selected and a blue banner notifying you that only users in this specific location will see that promotion:
User Specific Troubleshooting
- Make sure users have location services enabled in your app and phone settings
- Users can check the map in the app to see where their phone is at
- Have the affected user submit Diagnostic Logs via the Feedback page inside the app. (More Menu) or reach out to Customer Support.
If the issue still persists, please submit a ticket to FanX Support via fanx.support@snapraise.com or by phone at 276-531-9260 (ext 5).