Hotcard Customer Support Knowledge Base - Enhanced Version

Table of Contents

  1. About Hotcard

  2. Getting Started

  3. Account Management

  4. Subscription Plans

  5. Dashboard & Personalization

  6. Discover Features

  7. Deal Redemption

  8. Partner Venues

  9. Payment & Billing

  10. Technical Support

  11. Referral Program

  12. Feedback System

  13. Troubleshooting

  14. Contact Information

1. About Hotcard {#about-hotcard}

What is Hotcard?

Hotcard is Georgia's leading dining and entertainment savings app, connecting users with over 500 partner venues through unlimited 1+1 deals. With a monthly subscription, users can discover new experiences while saving an average of 1,676₾ per year.

Key Features:

  • Unlimited 1+1 Deals: Use as many times as you want at 500+ locations

  • Smart Discovery: Interactive map with custom pins for easy navigation

  • Personalized Dashboard: Customize your experience based on preferences

  • Multi-City Support: Available across multiple Georgian cities

  • Real-Time Updates: See new venues and deals as they're added

  • Favorites System: Save and quickly access preferred venues

  • Advanced Filtering: Find exactly what you're looking for

How Hotcard Works:

  1. Download app and create account

  2. Activate subscription (Trial promocode: Trial28)

  3. Explore deals using Discover map or list view

  4. Select venue and tap on deal badges (1+1, 2+2, 3+3)

  5. Generate QR code at venue

  6. Show code to staff for scanning

  7. Enjoy your deal and provide feedback

Available Platforms:

2. Getting Started {#getting-started}

System Requirements

Android Requirements:

  • Android 5.0 (API 21) or higher

  • 150MB free storage

  • Active internet connection

  • GPS/Location services

  • Camera for QR scanning

iOS Requirements:

  • iOS 12.0 or later

  • Compatible with iPhone, iPad, iPod touch

  • 150MB free storage

  • Location services enabled

  • Camera access for QR codes

Installation Process

For Android:

  1. Open Google Play Store

  2. Search "Hotcard"

  3. Tap "Install"

  4. Accept permissions

  5. Wait for download completion

  6. Open app

For iOS:

  1. Open App Store

  2. Search "Hot Card"

  3. Tap "Get"

  4. Authenticate with Face/Touch ID

  5. Download completes automatically

  6. Launch app

First-Time Setup

  1. Language Selection: Choose Georgian or English

  2. Location Permission: Allow for personalized deals

  3. Onboarding Tour: Swipe through feature highlights

  4. Account Creation: Select registration method

  5. Subscription Activation: Choose plan or start trial

3. Account Management {#account-management}

Registration Options

Quick Registration Methods:

  • Email + Password

  • Phone Number + SMS verification

  • Google Account (one-tap)

  • Apple ID (iOS users)

  • Facebook login

Profile Information

Required Fields:

  • First Name

  • Last Name

  • Email Address

  • Phone Number (verified)

  • Password (min 8 characters)

Optional Enhancements:

  • Profile Photo

  • Date of Birth

  • Gender

  • Preferred Language

  • Home City

  • Dietary Preferences

Account Verification

Phone Verification Process:

  1. Enter Georgian mobile number

  2. Receive 6-digit SMS code

  3. Enter code within 5 minutes

  4. Automatic verification

  5. Resend option available

Email Verification:

  • Check inbox for verification link

  • Click link within 24 hours

  • Check spam folder if not received

Security Features

Password Requirements:

  • Minimum 8 characters

  • Mix of letters and numbers recommended

  • Case-sensitive

  • No spaces allowed

Account Protection:

  • Two-factor authentication available

  • Login alerts for new devices

  • Session timeout after 30 days

  • Secure password reset process

Account Types Explained

Guest User (Limited Access):

  • Browse venues and deals

  • View prices and locations

  • Cannot generate QR codes

  • No access to special offers

  • Upgrade prompt on deal selection

Free User (Registered, No Subscription):

  • Full venue browsing

  • Create favorites list

  • View all deal details

  • Subscription required for QR codes

  • Access to referral program

Active Subscriber (Full Access):

  • Unlimited QR code generation

  • All 1+1, 2+2, 3+3 deals

  • Priority support

  • Early access to new venues

  • Exclusive member offers

Profile Management

Edit Profile Information:

  1. Navigate to Profile tab

  2. Tap "Edit Profile" button

  3. Update desired fields

  4. Save changes

  5. Confirmation message appears

Privacy Settings:

  • Control data sharing

  • Manage email preferences

  • Set notification levels

  • Download personal data

  • Request account deletion

4. Subscription Plans {#subscription-plans}

Current Pricing Structure

Trial Subscription (New Users):

  • Price: 0₾ for 7 days

  • Full feature access

  • Promocode: Trial28

  • Auto-converts to paid plan

  • Cancel anytime

1-Month Standard:

  • Regular Price: 28₾

  • Daily Cost: ~0.93₾

  • Best for occasional users

  • Monthly auto-renewal

3-Month Value Pack:

  • Regular Price: ~~84₾~~

  • Sale Price: 63₾ (25% off)

  • Save 21₾ vs monthly

  • Most popular choice

  • Quarterly billing

12-Month Premium:

  • Regular Price: ~~336₾~~

  • Sale Price: 250₾

  • Get 2 months FREE

  • Best value - save 86₾

  • Annual billing

Referral Special:

  • Discounted Rate: 18₾/month

  • Available with referral code only

  • Save 120₾ annually

  • Same full benefits

Subscription Benefits Breakdown

All Plans Include:

  • ✅ Unlimited deal redemptions

  • ✅ Access to 500+ venues

  • ✅ All deal types (1+1, 2+2, 3+3)

  • ✅ New venue notifications

  • ✅ Personalized dashboard

  • ✅ Multi-city access

  • ✅ Favorites system

  • ✅ Priority support

  • ✅ No blackout dates

  • ✅ Referral rewards program

Payment Methods Accepted

Digital Wallets:

  • Apple Pay (instant)

  • Google Pay (instant)

Credit/Debit Cards:

  • Visa

  • Mastercard

  • American Express

Local Payment Options:

  • Georgian bank cards

  • TBC Pay

  • Bank of Georgia cards

Managing Your Subscription

Activation Steps:

  1. Go to Profile → My Card

  2. Select subscription package

  3. Review benefits

  4. Choose payment method

  5. Confirm purchase

  6. Instant activation

Auto-Renewal Settings:

  • Enabled by default

  • Charges 24 hours before expiry

  • Notification sent 3 days prior

  • Manage in app settings

  • Can disable anytime

Cancellation Policy:

  • Cancel anytime via app

  • Access continues until period ends

  • No partial refunds

  • Re-subscribe anytime

  • History preserved

Refund Guidelines:

  • Within 24 hours: Full refund if no QR generated

  • After 24 hours: No refund

  • Technical issues: Case-by-case

  • Contact support for special cases

5. Dashboard & Personalization {#dashboard-personalization}

Custom Dashboard Creation

How to Customize Your Dashboard:

  1. Tap the customization banner on home screen

  2. Select your interests from categories:

    • Food preferences (Pizza, Sushi, Georgian, etc.)

    • Entertainment types

    • Beauty services

    • Price ranges

  3. Dashboard automatically generates based on selections

  4. Updates in real-time with relevant deals

Dashboard Components

Savings Counter:

  • Animated display of total savings

  • Updates after each redemption

  • Tap to view detailed history

  • Monthly/yearly breakdown available

Quick Access Sections:

  • Favorite venues (starred locations)

  • Recently visited places

  • Trending deals near you

  • New venues (last 30 days)

  • Expiring offers

Smart Recommendations:

  • Based on redemption history

  • Similar venues to favorites

  • Popular in your area

  • Matches your preferences

Managing Favorites

Adding to Favorites:

  1. Find venue in Discover or search

  2. Tap heart icon on venue card

  3. Venue appears in favorites section

  4. Access quickly from dashboard

Organizing Favorites:

  • Sort by distance

  • Filter by category

  • Create custom lists

  • Share lists with friends

Favorites Benefits:

  • Priority notifications for deals

  • Quick access from home

  • See availability at a glance

  • Track visit frequency

Personalization Features

Smart Notifications:

  • New deals at favorite venues

  • Venues opening near you

  • Limited-time offers

  • Birthday special deals

Location-Based Customization:

  • Home area preferences

  • Work location deals

  • Weekend vs weekday suggestions

  • Travel mode for other cities

6. Discover Features {#discover-features}

Discover Screen Overview

The Discover section is your main tool for finding deals, featuring both map and list views with advanced filtering capabilities.

Map View Features

Interactive Map Elements:

  • Standard Venue Pins (Orange): Regular partner locations

  • Top Partner Pins (Purple/Gold): Premium or highly-rated venues

  • New Venue Pins (with "NEW" label): Added within last 30 days

  • Closed Venues (Grey pins): Currently closed locations

  • Clustered Pins: Groups of venues in close proximity

Pin Types Explained:

  • 🟠 Orange Pin: Standard partner venue, currently open

  • 🟠 Top Pin: Top-rated venue (4.5+ stars)

  • 🆕 NEW Badge Pin: Recently added (within 30 days)

Map Navigation:

  • Pinch to zoom in/out

  • Drag to move around city

  • Tap pins for quick preview

  • Double-tap to zoom in

  • GPS button to center on location

Quick Preview Cards: When tapping a pin, see:

  • Venue name and photo

  • Distance from current location

  • Available deals (1+1, 2+2, 3+3)

  • Operating hours

  • Quick action buttons

List View Features

List View Advantages:

  • See all venues in scrollable format

  • More details visible at once

  • Easier to browse systematically

  • Sort and filter options

  • Quick deal comparison

City Switcher Function:

  • Located at top of list view

  • Switch between Georgian cities:

    • Tbilisi

    • Batumi

    • Kutaisi

    • Other supported cities

  • Saves preferred city

  • Updates deals instantly

List Sorting Options:

  • Distance (nearest first)

  • Rating (highest first)

  • Newest additions

  • Alphabetical

  • Most popular

Advanced Filtering System

Filter Categories:

Food Filters:

  • Pizza

  • Sushi

  • Shawarma

  • Burger

  • Khinkali

  • Salad

  • Hot-dog

  • Coffee

  • Dessert

  • BBQ

  • Combo menu

  • Chicken wings

  • Georgian Cuisine

  • Vegetarian

  • Fasting options

  • Lobiani

  • Drinks

  • Pasta

  • Fries

  • Fish

  • Soup

  • Mexican

  • Chicken

  • Honey

  • Beans

  • Steak

  • Rice

  • Tea

Other Categories:

  • Holiday: Spas, resorts, hotels

  • Aesthetics: Beauty salons, nail studios

  • Entertainment: Bars, clubs, activities

Filter Behavior:

  • Multiple selections allowed

  • "Select All" quick option

  • "Reset Filter" to clear

  • Pins update instantly

  • Count shows matching venues

  • Combinations narrow results

How Filters Work:

  1. Tap Filter button (bottom bar)

  2. Select desired categories

  3. Tap orange "Filter" button

  4. Map/list updates automatically

  5. Active filter count shown

  6. Clear filters anytime

Using Discover Effectively

Best Practices:

  1. Start broad: View all venues first

  2. Use filters: Narrow by preference

  3. Check "NEW" pins: Discover latest additions

  4. Switch views: Map for location, list for browsing

  5. Save favorites: Quick access later

  6. Check different times: Some venues have time-specific deals

Pro Tips:

  • New venues often have special intro offers

  • Top partners (purple pins) typically have best service

  • Check multiple cities when traveling

  • Use list view for comprehensive browsing

  • Combine filters for specific needs

7. Deal Redemption {#deal-redemption}

Understanding Deal Types

1+1 Deals:

  • Buy one, get one free

  • Most common offer type

  • Available at all partners

  • Applies to most menu items

2+2 Deals:

  • Buy two, get two free

  • Great for groups

  • Selected venues only

  • Higher savings potential

3+3 Deals:

  • Buy three, get three free

  • Best for large groups

  • Limited availability

  • Maximum value

Redemption Process

Step-by-Step Guide:

  1. Find Venue: Use Discover or search

  2. Check Hours: Ensure venue is open

  3. Select Deal: Tap 1+1, 2+2, or 3+3 button

  4. Go to Venue: Navigate using map

  5. Generate QR: Tap "Get Code" at venue

  6. Show Staff: Present phone screen

  7. Scan Code: Staff validates deal

  8. Order Items: Choose from eligible items

  9. Enjoy Deal: Pay for half, get double

  10. Leave Feedback: Complete within 1 hour

QR Code Details

Important QR Rules:

  • Single-use only

  • Valid for 15 minutes

  • Must be at venue location

  • Cannot screenshot/share

  • One per visit per venue

  • Requires active subscription

QR Generation Tips:

  • Ensure good internet connection

  • Maximum screen brightness

  • Clean screen for scanning

  • Hold steady while scanning

  • Have backup payment ready

Deal Restrictions

General Limitations:

  • One deal per venue per day

  • Cannot combine with other offers

  • Some items may be excluded

  • Holiday restrictions may apply

  • Venue discretion on special items

Best Practices:

  • Confirm deal items before ordering

  • Ask about exclusions upfront

  • Check venue-specific rules

  • Respect staff decisions

  • Report issues to support

8. Partner Venues {#partner-venues}

Current Partner Network

By the Numbers:

  • 500+ Total partner venues

  • 250+ Restaurants & cafes

  • 50+ Entertainment venues

  • 30+ Beauty & wellness

  • 25+ Hotels

  • 145+ Other services

Partner Categories Detailed

Food & Dining:

  • Traditional Georgian restaurants

  • International cuisines

  • Fast food chains

  • Cafes & bakeries

  • Bars & pubs

  • Fine dining establishments

Beauty & Wellness:

  • Hair salons

  • Nail studios

  • Spa centers

  • Massage therapy

  • Fitness centers

  • Cosmetic services

Entertainment:

  • Bowling alleys

  • Cinema (selected)

  • Karaoke bars

  • Gaming centers

  • Escape rooms

  • Night clubs

Hotels & Travel:

  • City hotels

  • Resort properties

  • Guesthouses

  • Restaurant services within hotels

Finding Quality Partners

Top Partner Indicators:

  • Purple/gold pins on map

  • 4.5+ star ratings

  • High review count

  • "TOP" badge on listing

  • Featured in app banners

New Partner Benefits:

  • Often have intro specials

  • Eager to impress

  • Less crowded initially

  • "NEW" badge for 30 days

  • Featured prominently

Venue Information Provided

Each Listing Includes:

  • High-quality photos

  • Complete address

  • Operating hours

  • Phone number

  • Available deal types

  • Average rating

  • Price range (₾-₾₾₾₾)

  • Distance from you

  • Menu highlights

  • Special features

Partner Quality Standards

Hotcard Requirements:

  • Valid business license

  • Consistent operations

  • Quality service standards

  • Staff training on app

  • Honor all deal types

  • Maintain cleanliness

  • Fair pricing practices

Quality Monitoring:

  • Regular user feedback analysis

  • Mystery shopper visits

  • Rating threshold maintenance

  • Complaint resolution tracking

  • Venue response times

9. Payment & Billing {#payment-billing}

Security Measures

Data Protection:

  • 256-bit SSL encryption

  • PCI-DSS compliance

  • No card storage on device

  • Tokenized payments

  • Secure payment gateway

  • 3D Secure authentication

Adding Payment Methods

Credit/Debit Card Setup:

  1. Go to My Card section

  2. Select subscription

  3. Tap payment method

  4. Enter card details

  5. Verify with SMS/3DS

  6. Save for future use

Digital Wallet Setup:

  • Apple Pay: Pre-configured in iOS

  • Google Pay: Link via Google account

  • One-tap payment: Fastest option

Subscription Billing

Billing Cycles:

  • Monthly: Same date each month

  • Quarterly: Every 90 days

  • Annual: Once per year

  • Prorated for plan changes

Statement Appearance:

  • Shows as "HOTCARD"

  • Includes subscription period

  • Amount in GEL

  • Transaction reference

Common Payment Issues

Card Declined Reasons:

  • Insufficient funds

  • Expired card

  • Wrong CVV

  • International block

  • Daily limit exceeded

Resolution Steps:

  1. Verify card details

  2. Check bank balance

  3. Contact bank

  4. Try alternate card

  5. Use digital wallet

  6. Contact support

Invoice Management

Accessing Invoices:

  • Profile → Billing History

  • Tap any transaction

  • Download PDF option

  • Email receipt copy

  • Tax-compliant format

10. Technical Support {#technical-support}

Performance Optimization

App Speed Tips:

  • Close background apps

  • Clear cache monthly

  • Update regularly

  • Restart phone weekly

  • Ensure 200MB free space

  • Use WiFi when possible

Common Technical Issues

App Crashes:

  1. Force stop app

  2. Clear cache

  3. Restart device

  4. Update app

  5. Reinstall if needed

  6. Report crash details

Slow Performance:

  • Check internet speed

  • Reduce map zoom level

  • Clear search history

  • Disable animations

  • Update to latest version

Location Issues:

  • Enable GPS high accuracy

  • Grant location permission

  • Check GPS in open area

  • Manually set location

  • Reset location settings

Feature-Specific Issues

Discover Problems:

  • Map not loading: Check internet

  • Pins missing: Refresh map

  • Wrong location: Reset GPS

  • Filters stuck: Clear and reapply

QR Code Issues:

  • Won't generate: Check subscription

  • Can't scan: Increase brightness

  • Invalid code: Regenerate

  • Expired quickly: Use immediately

Update Management

Auto-Update Setup:

  • Android: Play Store settings

  • iOS: App Store settings

  • WiFi-only option

  • Background updates

Manual Updates:

  • Check weekly for updates

  • Read update notes

  • Backup favorites first

  • Update over WiFi

11. Referral Program {#referral-program}

Enhanced Referral Benefits

For You (Referrer):

  • Get 30 FREE days per successful referral

  • Unlimited referrals allowed

  • Stack free days (no limit)

  • Track earnings in-app

  • Special referrer badge

For Your Friend:

  • Special price: 18₾/month (save 10₾)

  • Full feature access

  • 120₾ annual savings

  • Same benefits as regular subscription

  • Can become referrer too

How to Maximize Referrals

Sharing Strategies:

  1. Social Media: Share success stories

  2. Direct Message: Personal approach

  3. Group Chats: Reach multiple friends

  4. In Person: Show app benefits live

  5. Email: Detailed explanation

Referral Tracking:

  • Real-time dashboard

  • Pending invitations

  • Successful conversions

  • Days earned counter

  • Invitation history

Best Practices:

  • Share your actual savings

  • Show favorite venues

  • Demonstrate deal redemption

  • Mention easy cancellation

  • Follow up with invitees

Referral Rules

Eligibility:

  • Must be new user

  • Cannot re-use old accounts

  • One code per new user

  • Payment completes referral

  • Rewards instant

Restrictions:

  • Cannot self-refer

  • No fake accounts

  • Valid for 30 days

  • Non-transferable rewards

  • Terms may change

12. Feedback System {#feedback-system}

Understanding Mandatory Feedback

Why It's Required:

  • Helps venues improve

  • Maintains quality standards

  • Identifies issues quickly

  • Rewards good service

  • Shapes future deals

Feedback Components

Three Venue Questions:

  1. Service Quality (1-10)

    • Staff friendliness

    • Speed of service

    • Professionalism

    • Problem resolution

  2. Atmosphere (1-10)

    • Ambiance

    • Cleanliness

    • Comfort

    • Music/noise level

  3. Overall Value (1-10)

    • Price fairness

    • Portion sizes

    • Quality vs cost

    • Would recommend?

Individual Item Ratings:

  • Auto-populated from order

  • Rate each item 1-10

  • Optional comments

  • Photo upload option

Feedback Timeline

Submission Requirements:

  • Triggered after QR scan

  • 1-hour window to complete

  • Push notification reminder

  • Cannot use app until done

  • Daily reminders if missed

Impact of Your Feedback

For Venues:

  • Daily performance reports

  • Identify improvement areas

  • Track staff performance

  • Menu optimization data

  • Customer preference insights

For Community:

  • Shapes venue ratings

  • Influences deal offerings

  • Improves service quality

  • Helps other users decide

  • Creates better experiences

13. Troubleshooting {#troubleshooting}

Account & Login Issues

Cannot Login:

  • Verify credentials exactly

  • Check caps lock

  • Try password reset

  • Clear app data

  • Try different login method

  • Check account exists

Verification Problems:

  • Resend code option

  • Check phone number format

  • Try different number

  • Check SMS permissions

  • Contact support

Subscription Issues

Not Showing Active:

  • Refresh app (pull down)

  • Log out and back in

  • Check payment processed

  • Verify email receipt

  • Wait 5 minutes

  • Contact support

Cannot Purchase:

  • Verify payment method

  • Check internet connection

  • Try different card

  • Clear cache

  • Update app

  • Check regional restrictions

Deal Problems

QR Won't Generate:

  • Verify active subscription

  • Check venue hours

  • Ensure at venue location

  • Refresh venue page

  • Check internet connection

  • Force close and reopen

Deal Not Honored:

  • Show subscription status

  • Confirm venue participation

  • Check deal restrictions

  • Speak to manager

  • Report to Hotcard support

  • Request manual override

Technical Glitches

Map Issues:

  • Toggle WiFi/mobile data

  • Clear map cache

  • Reset location services

  • Reinstall app

  • Check permissions

  • Report persistent issues

Filter Problems:

  • Clear all filters first

  • Reapply one by one

  • Refresh discover page

  • Check internet speed

  • Update app version

Device-Specific Issues

Android Problems:

  • Clear Google Play Services cache

  • Check Android System WebView

  • Disable battery optimization

  • Allow background data

  • Check storage space

iOS Problems:

  • Reset location & privacy

  • Check iOS version compatibility

  • Disable low power mode

  • Allow background refresh

  • Check screen time limits

14. Contact Information {#contact-information}

Customer Support Channels

Priority Support (Subscribers):

  • In-app chat: 2-hour response

  • Priority email queue

  • Phone support access

  • Technical escalation

General Support Hours:

  • Monday-Friday: 9:00-20:00

  • Saturday: 10:00-18:00

  • Sunday: 12:00-17:00

  • Holidays: Limited service

Contact Methods

In-App Support (Recommended):

  1. Profile → Help & Support

  2. Select issue category

  3. Describe in detail

  4. Attach screenshots

  5. Submit ticket

  6. Track resolution

Email Support:

  • General: support@hotcard.ge

  • Billing: billing@hotcard.ge

  • Partners: partners@hotcard.ge

  • Technical: tech@hotcard.ge

  • Feedback: feedback@hotcard.ge

Social Media:

  • Facebook: @hotcard.ge

  • Instagram: @hotcard.ge

  • TikTok: @hotcard.ge

  • Response time: 4-6 hours

Emergency Contacts

Urgent Issues Only:

  • Account compromise

  • Payment fraud

  • Major technical outage

  • Safety concerns

  • Email: urgent@hotcard.ge

Office Information

Headquarters:

  • Location: Tbilisi, Georgia

  • Business hours: 9:00-18:00 M-F

  • Partner inquiries by appointment

Feedback & Suggestions

We Welcome:

  • Feature requests

  • UI/UX suggestions

  • New city requests

  • Partnership ideas

  • General feedback

How to Submit:

  • In-app feedback form

  • Email suggestions@hotcard.ge

  • Social media messages

  • App store reviews

Additional Resources

Quick Reference

Essential Promocodes:

  • Trial28: 7-day free trial

  • Referral codes: 18₾ subscription

Key Numbers:

  • 500+ venues

  • 1,676₾ average annual savings

  • 30-day new venue indicator

  • 1-hour feedback window

  • 15-minute QR validity

Glossary of Terms

  • 1+1 Deal: Buy one, get one free

  • Discover: Map/list view of all venues

  • Dashboard: Personalized home screen

  • Top Partner: Highly-rated venue (purple pin)

  • NEW Badge: Venue added in last 30 days

  • QR Code: One-time deal validation code

  • My Card: Subscription management section

  • Reels: Video showcase of venues

  • City Switcher: Change location in list view

  • Favorites: Saved venues for quick access

App Navigation Tips

Bottom Navigation Bar:

  • Home: Personalized dashboard

  • Reels: Video discovery

  • Discover: Map and list views

  • Profile: Account management

  • Card: Subscription details

Quick Actions:

  • Double-tap: Zoom map

  • Long press: Add to favorites

  • Swipe down: Refresh content

  • Swipe left/right: Switch cities

Legal Information

  • Terms of Service: In-app

  • Privacy Policy: In-app

  • Data Protection: GDPR compliant

  • Payment Security: PCI-DSS

  • Content Guidelines: Community standards

Last Updated: January 2025
Version: 2.0 Enhanced
© 2025 Hotcard. All rights reserved.