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 5 screens in the sign-up journey, whether they use a phone number or an email address. 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.

Customer Didn't Receive the OTP SMS: Fix

The customer is sitting on the 6-digit code screen waiting for an SMS that isn't coming. The product has a route out of this: the OTP Check menu, a lookup for a backup OTP built for exactly this situation. You search by the customer's phone number or by RefCode and read them the code while they're still on the line. This article covers both how to do the lookup and what to confirm before you read a code out.

⚡ Quick Path: Account → OTP Check → enter the customer's phone number or RefCode (RefCode if the code went by email) → read the code from Search Result → give it to the customer verbally

Requirements before you start

Access to the OTP Check menu — it's a sub-permission of the Account module, set per role. If you can't find the menu, check what each role covers in the "What each role can do" article and ask someone who has it.
The phone number the customer entered on the registration screen — not the number they're calling you from. Those differ more often than you'd expect.
Or the RefCode showing on the customer's screen — it works instead of the phone number, and it's the more reliable option when the customer isn't sure what they typed.
A conversation in which you can verify who you're speaking to — because this ends with you reading out an identity-verification code.

⚠️ Watch out: an OTP proves someone owns that phone number. Giving the code to anyone other than the number's owner opens their account to that person. Read the identity section below before using this menu for the first time.

Have the customer try these 3 things first

Many cases resolve on the customer's side without a backup lookup, and a customer receiving their own code is always the safer outcome. All 3 together take under a minute.

1. Wait a full minute, then request a new code SMS can be slow when networks are busy. Tapping resend repeatedly doesn't speed it up.

2. Check the number they typed Have them read the number back to you digit by digit. It must be 10 digits starting with 0, such as 0812345678 — short of that, the OK button won't press.

3. Check signal and message storage Have them confirm they have phone signal, that their message storage isn't full, and that they don't have blocking of unknown senders switched on.

If the customer signed up with email, the code goes by email instead of SMS. Have them check the spelling of the address they entered, and look in their junk or spam folder. The email's subject starts with the brand name followed by Your Registration OTP Code or Your Login OTP Code.

If all 3 are clear and nothing has arrived, move on to the backup lookup.

Look up the backup OTP in 4 steps

1. Open the OTP Check menu

In the left sidebar, open Account. The submenu expands. Choose OTP Check.

The Account submenu holds several similarly named items — take only the one reading OTP Check. The others do different jobs, such as searching member details or awarding compensation points.

9.7.1 the left sidebar with the Account menu expanded, showing all submenu items, with OTP Check highlighted. — The Account submenu in DeepBLOK Backoffice, showing where the OTP Check menu sits

2. Enter the customer's phone number, or the RefCode

On the search page, enter one of the following and run the search.

What to enter	When it fits	How to get it from the customer
The member's phone number	The customer is certain which number they typed	Have them read back the number they entered on the registration screen, digit by digit
RefCode	The customer isn't sure of the number, or the phone-number search found nothing	Have them read out the reference code shown on the screen where they're waiting for the OTP

If the code went by email, search by RefCode only — the Phone Number field takes 10 characters, so an email address won't fit.

9.7.2 the OTP Check page before a search, showing the input field and search button clearly, with no results displayed yet. — The backup OTP lookup page in DeepBLOK Backoffice before a search is run

3. Read the result in Search Result

The OTP details appear in the Search Result section below the search box. Confirm 2 things before you read anything out.

The destination in the result matches the number or email the customer gave you — if you searched by RefCode, compare what comes back against what they stated.
If the result holds more than one entry, take the most recent — a customer who requested the code several times will have made the earlier ones unusable.