When Someone Changes Devices

Overview

What to do about a device change depends on whose device it is. Start by working out which of these applies.

• A member (customer) is changing, or has changed, devices.
• You are changing the device that runs the Shop App.

In both cases, balances, transaction data, and your e-money settings are stored in the Pokepay account, not on the device. Nothing is lost when the device changes, and logging back in to the same account on the new device restores everything.

What a device change actually puts at risk is not the data — it is being able to log in.

💡 Is logging in again required?

Restoring from a backup sometimes keeps the person logged in. The result depends on the device, the OS, and how the restore is done, so advise them on the assumption that they will need to log in again.

When a Member Changes Devices

The member app is a web app (PWA), so its icon does not move to the new device automatically. The member has to add it to the home screen again.

What to tell them before the switch

Ask them to check their login method while the current device still works.

• Logging in with a phone number: if the number changes, have them change it in the app while the current device still works (Change your phone number).
• Logging in with an email address: have them confirm they can still receive email at that address. A mobile carrier address may stop working when they switch carriers.
• Logging in with LINE, Google, or another service: as long as they can sign in to the same account, it keeps working.

Once the number has changed, the verification code can no longer reach them, so the member cannot recover on their own. Getting them to change it beforehand is the most reliable path.

What they do after the switch

1. Have them open the member app website in the browser on the new device, either by scanning your QR code (see Share the Member App with Customers) or from a link you send.
2. Have them add it to the home screen.
3. Have them log in with the method they registered.

Once they log in, their balance and transaction history appear as before.

If they can no longer log in

Sometimes the member can update their own login method, and sometimes you need to change their authentication details yourself. See What Should I Do If a Member Can No Longer Log In?.

When You Change the Device Running the Shop App

The Shop App is distributed through the app stores, so install it again on the new device and log in.

1. Install the Shop App from the app store on the new device (search for “Pokepay ショップ向け” or “ポケペイ ショップ向け”). Issue E-money has the store links.
2. Tap Login in the upper right of the first screen.
3. Choose your registered email address, or an external account you have linked (Apple ID, Google, or LINE).
4. For an email address, enter the verification code you receive.

Enter invitation code at the bottom of the screen is for starting a new e-money or accepting an admin invitation. You do not use it for a device change.

If you cannot remember which email address you registered, see I Forgot Which Account I Registered.

What to Ask When the Situation Is Unclear

If a member only tells you that they changed devices, these questions narrow it down.

• Is this before or after the switch?
• Is the phone number changing, or has it already changed?
• Do they log in with a phone number, an email address, or LINE or Google?
• Have they added the app to the new device yet?