thread Re: Loyalty Points Missing in Customer Engagement

Loyalty Points Missing

dealsandsteals — Sun, 21 Sep 2025 11:04:00 GMT

I am having an issue where transactions are showing up under a customer profile, but not awarding them points. They all say "A New Sale Was Started Before Loyalty Check-In" but the customer is entering their phone number at checkout

Re: Loyalty Points Missing

frances_a — Tue, 16 Jul 2024 01:38:49 GMT

Hello @dealsandsteals 👋

That's strange!

Do you happen to have a screenshot?

With a bit more context, I can escalate this issue to our team and check if this is a known issue or if maybe a step was missed.

Thank you.

Re: Loyalty Points Missing

dealsandsteals — Thu, 18 Jul 2024 01:05:56 GMT

***This response has been edited by a moderator to remove personal information***

Here are 2 examples where the customer is a loyalty member, there purchase is linked to their profile but no points awarded

Re: Loyalty Points Missing

frances_a — Thu, 18 Jul 2024 01:03:33 GMT

Hello @dealsandsteals 👋

Thank you for the screenshots! Due to them including personal information, I will be removing them shortly.

Checked with our team, and they indicated the message appears when a customer has not yet accepted the terms of service for the Loyalty program, which prevents automatic points accrual.

The affected customer needs to confirm their phone number on the Loyalty enrollment screen after entering their phone number during the transaction. Please ensure this is done before starting a new transaction.

Once this process is completed, customers will accrue point automatically.

Thank you.