Loyalty not saving points (stars)?

[Kallen1]

So far the loyalty program has been great.  I have a few customers that for some reason the points they earned are not being saved.  At first I thought it may be because of the type of credit card linked to their account but they are all different.  Then I thought maybe it's an invalid phone number so I had them redo there number, still no success.  The program goes through the motions but no points are ever saved.  I did notice they are the only ones that get the "text is sent message" after check out not the points earned screen.  Everyone else the program shows them there total values in the key pad screen and asks them if they want their status sent.  I manually go back and add the points for them.  What could be the issue?

[pessosices]

Check out the Transactions through the Transactions tab on your Web Dashboard. On the bottom of each transaction, it'll tell you if points were earned, or if not then why not. 

Do the customers go through all of the steps, past the Receipt Screen, tap Claim Points, type in their phone number, and then Done? 
If they don't go through all of it, then the points won't go through.

Maybe the "Text Message Sent" is about a text receipt, and then they don't continue to finish the Claiming Points steps.

Also double check to make sure that they are purchasing Qualifying Items.

Let me know if this helps!
Pesso