IZI Mobile App FAQ: 20 Questions from Players and Admins
IZI Mobile App FAQ
Section titled “IZI Mobile App FAQ”The IZI mobile app is the player’s personal account: balance, bonuses, session history, bar orders and club push notifications. Here are the most common questions — from both players and admins who get asked these at the front desk.
Installation and Registration
Section titled “Installation and Registration”Q: Where do you download the IZI mobile app?
Section titled “Q: Where do you download the IZI mobile app?”A: The app is available on the App Store (iOS) and Google Play (Android). Search for “IZI Gaming” or scan the QR code — it’s on the reception desk at any IZI-powered club.
Q: Do you need to register to use the app?
Section titled “Q: Do you need to register to use the app?”A: To view balance, top up, use bonuses and see session history — yes. Registration takes a minute: enter your phone number, confirm the code from SMS. Your phone number is your primary identifier in IZI — it links the app to your club profile.
Q: Does the app work at different IZI clubs or only one?
Section titled “Q: Does the app work at different IZI clubs or only one?”A: The app works with any IZI-powered club. One profile = history and balance at all IZI clubs where you’ve been registered. On your first visit to a new club, give your phone number to the admin.
Q: Should one app account be shared by a family or is a separate one needed?
Section titled “Q: Should one app account be shared by a family or is a separate one needed?”A: Each player needs their own account — it’s tied to a phone number. Multiple family members need separate phone numbers and profiles.
Balance and Top-Ups
Section titled “Balance and Top-Ups”Q: How do you top up gaming balance through the app?
Section titled “Q: How do you top up gaming balance through the app?”A: Open Balance → Top Up, enter the amount, select a payment method (card or one available in your region) and confirm. Funds arrive on your gaming account instantly. Topping up via the app is the fastest method — no need to queue at the front desk.
Q: What payment methods are available for in-app top-ups?
Section titled “Q: What payment methods are available for in-app top-ups?”A: Depends on the region and club settings. Standard: bank card (Visa, Mastercard). Current methods are displayed in the Top Up section when checking out.
Q: How do you see top-up and spending history?
Section titled “Q: How do you see top-up and spending history?”A: History section in the app — a chronological list of all transactions: top-ups, session charges, bar purchases, bonus accruals and spending. Filter by transaction type.
Q: Why doesn’t the balance in the app match what the admin shows?
Section titled “Q: Why doesn’t the balance in the app match what the admin shows?”A: Possible cause — sync delay after a top-up. Refresh by pulling down. If the discrepancy persists — ask the admin to check the balance in the CRM.
Bonuses and Loyalty Programme
Section titled “Bonuses and Loyalty Programme”Q: How do you see how many bonuses you’ve accumulated?
Section titled “Q: How do you see how many bonuses you’ve accumulated?”A: On the app home screen two balances are shown: gaming (real money) and bonus (accrued points). Bonus balance is on a separate line. Accrual and spending history — in History, filtered by “Bonuses.”
Q: How do you spend bonuses?
Section titled “Q: How do you spend bonuses?”A: Bonuses are deducted automatically when starting a session or paying a bar order — up to the maximum bonus payment percentage set by the club. Usually 20–30% of the cost. No manual management needed.
Q: Why weren’t bonuses credited after a top-up?
Section titled “Q: Why weren’t bonuses credited after a top-up?”A: Check: (1) was the minimum top-up condition met, (2) does the club have an active bonus accrual rule. Ask the admin — they can see the bonus rule settings in the CRM.
Q: Do bonuses expire?
Section titled “Q: Do bonuses expire?”A: Depends on the bonus rule settings at the specific club. Some bonuses have an expiry (e.g. 30 days), others don’t. The bonus expiry date is visible in Balance → Bonuses in the app.
Bar Orders
Section titled “Bar Orders”Q: Can you order food and drinks from your seat through the app?
Section titled “Q: Can you order food and drinks from your seat through the app?”A: Yes, if the club has the IZI bar module connected. During an active gaming session, open the Bar section in the app, choose items from the menu and tap Order. The staff receives the order and confirms preparation. Payment is deducted from gaming balance.
Q: The Bar section in the app is unavailable — why?
Section titled “Q: The Bar section in the app is unavailable — why?”A: Two possible causes: (1) you don’t have an active session right now — bar orders are tied to a current session, (2) the club hasn’t connected the bar module in IZI. Ask the admin.
Q: Can you cancel a bar order after placing it?
Section titled “Q: Can you cancel a bar order after placing it?”A: Depends on order status. If preparation hasn’t started — ask the admin to cancel it in the CRM. If already being prepared — cancellation is at the club’s discretion per their policy.
Notifications and Settings
Section titled “Notifications and Settings”Q: Why aren’t push notifications from the club coming through?
Section titled “Q: Why aren’t push notifications from the club coming through?”A: Check two things: (1) in phone system settings (iOS: Settings → Notifications → IZI; Android: Settings → Apps → IZI → Notifications) notifications must be allowed; (2) make sure the app is updated to the latest version in App Store / Google Play.
Q: How do you change your phone number in the account?
Section titled “Q: How do you change your phone number in the account?”A: Ask the club admin. Changing a phone number is a verified operation, performed through the CRM by the admin.
Q: The app crashes or won’t load — what do I do?
Section titled “Q: The app crashes or won’t load — what do I do?”A: Try: (1) close and reopen it, (2) update the app to the latest version, (3) restart your phone. If the problem persists — let the club admin know; they can contact IZI support with the details.
Related
Section titled “Related”Frequently asked questions
Where do you download the IZI mobile app?
The app is available on the App Store (iOS) and Google Play (Android). Search for IZI Gaming or scan the QR code at the club's reception desk.
Do you need to register in the app?
To view balance, top up and use bonuses — yes. Registration takes a minute: enter your phone number, confirm the code from SMS.
How do you top up balance through the app?
Open Balance → Top Up, select an amount and payment method (card or another available option), confirm. Funds arrive on the gaming account instantly.
How do you see how many bonuses you've accumulated?
On the app home screen both balances are shown: gaming (real money) and bonus. Bonus balance is displayed on a separate line — it can partly pay for sessions.
Can you order food from the bar through the app?
Yes, if the club has the bar module connected. During an active session, open the Bar section in the app, select items and send the order. Payment is deducted from gaming balance.
Why aren't notifications from the app coming through?
Check notification settings for the IZI app in your phone's system settings — they must be enabled. Also make sure the app is updated to the latest version.