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:

  1. Log into Bonusly and under the Admin toolbar menu, click on Company > Billing to access billing settings

  2. Click on the pencil edit icon on in the Payment Method section

    Payment Method section shown with current primary card listed, along with the pencil edit icon highlighted on the right side of the Payment Method section.
  3. When the modal pops up, click on "Payment Methods" to edit and add another method

    1. Click on any existing payment method to review or edit the card information.

    2. Click the "Add New" button to add an additional payment method.

      Payment Method modal showing three payment methods added with a primary card selected, with an Add New button available to click on towards the middle center of the modal.


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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