Members aren't earning points

A sale completed but the customer's point balance didn't go up.

Symptoms

• A member paid, but their points didn't increase.
• Points seem to apply for some products or members but not others.

Likely causes

1. The loyalty program is in Draft, not Live.
2. The program isn't linked to the member's tier.
3. The member wasn't attached to the sale before payment.
4. The product is set to "No Loyalty" in its product settings, so it earns nothing.
5. You're looking at the POS screen — earned points never show there.

How to fix

Check these in order:

1. Confirm the loyalty program is Live, not Draft.
2. Confirm it is linked to the tier the member belongs to.
3. Make sure the cashier attached the member to the sale before taking payment. At the POS, search the customer by phone number (4+ digits) or scan their QR — see At the Counter.
4. Open the product settings and confirm it isn't marked No Loyalty.
5. View the result in the right place: points are calculated after payment and appear in the member app and in Loyalty & Programs → History & Transactions in the admin — never on the POS during the sale.

Still stuck?

If the program is Live, linked to the member's tier, the member was attached, and the product earns loyalty — but History & Transactions still shows nothing for that order — note the order number and the member's phone, and contact support.