FAQ
Work through the problems that come up most often, step by step: sign-in trouble, missing points, undelivered OTPs, and failed redemptions
Articles in this category
Points Didn't Reach the Customer: a Step-By-Step Check
A customer says their points never arrived? Work through 5 checks — Point History, promotion minimums, redemption codes — then award the points.
Troubleshooting a Reward or Coupon That Will Not Redeem
A customer calls to say the redeem button did nothing, or that they redeemed fine but the coupon will not work at the counter. This article puts the checks in order, cheapest first, with a table matching what the customer reports to where to look.
Diagnosing a Failed Member Registration
When a customer cannot complete registration, they are almost always stuck on one of the 4 screens in the sign-up journey. This article covers what each screen is, what can go wrong on it, and which Backoffice menu helps — especially when the OTP never arrives.
An Admin Can't Log in or Never Got the Invitation Email
a DeepBLOK-blue Backoffice screen showing an admin list, with an orange clock icon and a green check mark standing out in the status column, conveying that the fix is chosen from the account's status.
The Campaign Went Out but Customers Didn't Get It: What to Check
Campaign published and nothing happened? Check the status, the Reached count, the target group, and the notification switch the system leaves off.
Glossary: Points, Rewards, Coupons and Tiers
A reference page for the vocabulary — the points family, the rewards family, the customer-grouping family, and the terms that turn up in reports — plus the things that go by a different name depending on the screen.
What to Do If a Customer Didn't Receive the OTP by SMS
A customer waiting on an OTP that never arrives? Look up a backup code by phone number or RefCode in 4 steps, and verify who you're talking to first.