This article is best for:
- Global and Finance Admins 🎉
- Pro & Core Accounts 💼
In this article:
Troubleshooting reward issues via payment method
Re-adding or updating your payment method in "Account and Payment Settings" can help troubleshoot the following issues: 🙌
Being asked to approve rewards even though the people redeeming rewards has enough points to redeem
Not being able to redeem rewards
Not being able to redeem rewards due to overdue reward payment invoices or pre-paid amount balance is below certain amount
We recently made an update to migrate our rewards and subscription billing into one system to make it easier for admins to manage billing. You may have run into a reward redemption issue due to:
A card being expired or invalid that was on file for subscription payments, which is now synced as the same payment method for rewards billing
Balance due on rewards and is to the point where redeeming rewards has been disabled until the amount balance is paid off
Pre-pay amount balance falling below a certain amount so Bonusly is trying to charge the same amount on the the card to top up the balance
How to re-add and update payment method information 💳
Use the following steps to help troubleshoot:
Log into Bonusly and under the Admin toolbar menu, click on Company > Billing to access billing settings
Click on the pencil edit icon on in the Payment Method section
When the modal pops up, click on "Payment Methods" to edit and add another method
Click on any existing payment method to review or edit the card information.
Click the "Add New" button to add an additional payment method.
Questions? Reach out to our support team using the green chat widget in the bottom right-hand corner of your screen. They'll be happy to help! 🤗
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