Below are steps to troubleshoot issues and safely receive your funds.
Common Reasons for Redemption Cancellation or Failure
Closed Partner Accounts: Pending deposits to closed or inactive partner accounts cannot proceed, causing the redemption to fail. Funds are returned to your balance to avoid incorrect deposits.
Connection Issues with Partner Accounts: Failed deposits may result from connectivity issues with external partner accounts. Fixing these connections is necessary before reinitiating the redemption process.
Steps to Reinitiate a Failed or Canceled Redemption
Fix External Partner Account Connections
Ensure that accounts linked to your app are active and correctly configured. Follow the app-provided steps to:
Reconnect or reactivate your partner account.
Verify account details and permissions to avoid future disruptions in automatic deposits.
Before you request your rewards again, check the 'Last Updated' date for your account. If the date is not today's date, you will need to disconnect/reconnect the account.
Contact the support team
If you have had two failed redemptions, please contact support before requesting your rewards again. This ensures we can troubleshoot any other causes first.
Proactive Tips to Prevent Future Redemption Failures
Confirm that your partner account is active and eligible for deposits before initiating redemptions.
Regularly verify account connections and address any errors as soon as they appear to prevent disruptions.