A customer can't redeem points

A member has points but can't pay with them at checkout.

Symptoms

• There's no option to pay with points at the POS.
• The points payment is rejected or capped lower than expected.

Likely causes

1. Point redemption isn't switched on for the POS in Merchant Settings — POS isn't ticked under Loyalty Redeem Channels, or Redeem loyalty point at POS is off.
2. No Loyalty payment method exists. Redeeming points requires a payment method of type Loyalty.
3. Loyalty Conditions are limiting the amount. These cap how many points can be redeemed based on the order's size.
4. The member isn't attached, or doesn't have enough active points.

How to fix

1. In Merchant Settings → Programs tab, tick POS under Loyalty Redeem Channels and turn on Redeem loyalty point at POS.
2. Under Payment Methods, create a payment method of type Loyalty.
3. If redemption is capped, review Loyalty Conditions — they limit redeemable points per order (e.g. "on a $50 order, redeem at most 100 points"). See Loyalty Points — redemption limits.
4. Make sure the member is attached to the sale and that their points are active (points released over time via Portion settings show as Inactive until their release date).

Still stuck?

If POS redemption is switched on, a Loyalty payment method exists, and the member has enough active points but still can't redeem, note the member's phone and the order total and contact support.