Frequently asked questions
Answers to the most common Waya merchant questions, from plans and integrations to wallet errors and lost stamps, with links to full guides.
Quick answers to the questions merchants ask most, with a link to the full guide for each one.
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If the answer below doesn't solve it, message WhatsApp support at +966 50 907 6104 — a real person reads every message.
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Frequently asked questions
How much does Waya cost?
Waya is free forever for up to 100 customers and 100 messages a month. Growth is 85 SAR/mo (or 867 SAR/yr) and Premium is 149 SAR/mo (or 1,520 SAR/yr). See Plans and limits.
Can Waya connect to my accounting or POS system?
On Premium, Waya connects to 7 platforms — Daftra, Qoyod, Loyverse, Wafeq, Zoho Books, Odoo, and Rewaa — and awards a stamp for every paid invoice. Waya does not connect to Foodics or Marn. See Connect an accounting or POS system.
Why won't a customer's card add to their phone's wallet?
The most common causes are an in-app browser on iPhone, a missing Google Wallet app on Android, or a broken ?t= token in the link. See Card not adding to Wallet.
Why didn't a customer get a notification?
Check whether they have a wallet pass, whether your message balance is exhausted, whether the trigger's message is empty, whether it's outside working hours, or whether it's a Google Wallet geofence with its own trigger distance. See Notification not received.
Can I delete my Waya account?
Yes, through the iOS app (Settings → Delete account) or by messaging WhatsApp support — the web dashboard doesn't have a delete button yet. See Delete your account.
What happens if my payment fails?
Your shop falls back to Free's limits — 100 customers, 100 messages a month, 1 stamp card, 1 branch — but you're never locked out of the dashboard. See Lapsed plans and the Free floor.
Is there a discount for paying annually?
Yes, annual billing on Growth or Premium is 15% cheaper than monthly, and discount codes only apply to annual billing. See Annual billing.
Can I download a PDF invoice?
Not yet — invoices are listed in Billing, but PDF download isn't available. Message WhatsApp support and ask for one. See Invoices.
How do I reset my password?
Click the forgot-password link on the login screen, enter your email, and follow the reset link Waya sends you. There are no self-serve magic sign-in links for merchants. See Password and sign-in.
Can I bulk-import my existing customer list?
No — there's no bulk or spreadsheet import in Waya. Customers join by scanning your card's QR code and filling in the enrollment form. See QR code and enrollment link.
Why didn't a stamp count for a customer's visit?
The most common reasons are that staff didn't scan the card, their role lacks the add_points permission, the wrong card was scanned, or the device was offline. See Stamp not counted.
Why can't my staff member scan cards?
Check their role's permissions, confirm they're logged in with the username the owner created for them, and confirm their branch assignment. See Staff cannot scan.
How do I set my shop's working hours?
Go to Settings → Business Hours and set your opening and closing time for each day. This also controls when scheduled campaigns and broadcasts are allowed to send. See Working hours.
Who owns my customers' data, and is it safe?
Customer data — name, phone, and visit history — belongs to you, the merchant, not to Waya. You can export it on paid plans or delete individual customers or your whole account. See Data and privacy.