A member did not get the reward

In short

When one member misses a reward that others get, the cause is almost always text: a tag spelled differently in the rule, in the campaign or on the member. When every member misses it, a setting is empty, a date is wrong, or the plan does not include it. Work through the checks below before writing.

Check first

1. Find the member by phone or email and open the profile. Read the tags there.
2. Open the rule and the campaign and read every tag in them: the condition, the action, the audience. Compare character by character with the member's tag: a space at the end, a capital letter, an accent, a hyphen.
3. Open General settings, Payment settings. Is the list of payment types that must not accumulate filled in? Are the limits you believe are set actually typed in the fields?
4. Open the campaign's dates. An end date with the wrong year keeps a campaign running for years, or stops it before it starts.
5. Check the plan. Automations and punch cards depend on it; see No permissions, or a page you cannot see.

Causes and fixes

The tag does not match

The platform compares tags as typed. Gold with a trailing space, Silver and SILVER, Nivel and Nivell are different tags. A rule that tags a level with one spelling and a campaign that looks for another never meet, and the member gets nothing, with no error anywhere.

Fix: correct the text in every place it appears: the rule's condition, the rule's action, the campaign's audience or case, and the members who already carry the wrong spelling. For the members, do not edit profiles one by one: in Filter members filter on the wrong tag and use One time action to add the right tag and remove the wrong one. Avoid spaces, accents and special characters in tags from the start. The rule is explained under Conditions.

Nothing accumulates on purchases paid with credits

In General settings, the payment settings carry a list of payment types that must not accumulate. If it is empty, the accumulation rule can fail to run as expected.

Fix: list every member-credit payment type your till sends there. Your provider knows the exact names for your POS.

The limit was never set

"The maximum payment with credits is not respected" turned out to be an empty field. Open the payment limits and read the values in the fields.

The date is wrong

A campaign that should have ended is still running, or one that should run has not started: open its dates and read the year. On a Scheduled campaign the end date is the last run, not the end of the promotion; see the Scheduled overview.

Two campaigns on the same purchase

Campaigns do not know about each other. Each one applies to the whole cart independently, and discounts add up: a 10% rule plus a 2x1 gift on the same line gives 110% off that line. There is no priority order.

Fix: there is no priority order to set. A ticket line that holds one product computes right, so split the lines per product on the till, and check that two campaigns were not meant to act on the same line.

Punches and per-unit accrual

• A punch card gives one punch per fully paid unit of a qualifying item. A discount that leaves less than one full unit gives no punch; two units with one free give one punch. The daily limit blocks a second purchase the same day; it does not cap punches per ticket.
• Accruing per unit (for instance 0.50 per menu) needs the rule split into cases, "contains at least 1", "at least 2", and so on, in descending order. "Contains exactly" does not count multiples. See Split into several cases.

The purchase arrived without the member

The member paid, but the purchase sits in the General Membership row of the reports and earned nothing. The till identified the member on the payment but sent the purchase itself without the member. This is on the till's side; see The POS integration.

Imported members carry the old spelling

Members imported from a previous system often arrive with tags in another case or wording than the rules built afterwards. Same fix as the tag mismatch above, in bulk.

When to write to your provider

Write when the tag, the payment list, the limit and the dates are right and the member still gets nothing. Send the member's phone or email, the purchase time and amount, the rule and campaign names, and a screenshot of the member's profile. See How to ask for help.