This article is for: Global and Finance Admins
In this article:
Troubleshooting reward redemption issues
If your users are having trouble redeeming for rewards, or if you (or other admins) are being asked to manually approve reward redemptions, there are several possible causes. Here are some troubleshooting steps to take.
Users can't redeem for rewards, or don't receive them
Here are some things to check:
Is reward billing enabled? Bonusly uses separate billing for your subscription (seats and features) and for paid rewards (gift cards, cash‑equivalent rewards, and integrations like Axomo). Paid rewards can only be redeemed when your company has rewards billing enabled and in good standing. If rewards billing is disabled or there is a billing issue with your rewards plan, users may be asked to approve rewards or be unable to redeem them, even if they have enough points.
Are you a new customer? New customers may have to go through a Know-Your-Customer (KYC) verification process. Until this process is complete, rewards will remain in a 'pending' state and they won't be fulfilled until the KYC process has completed.
Do you have a valid payment method on file? If a charge to your payment method fails, fulfillment of rewards may be interrupted.
Is your reward balance in good standing? If you are on the flex or fixed plan for reward billing, and your prepaid reward balance reaches $0, fulfillment of rewards may be interrupted.
How to check whether rewards billing is enabled
Log into Bonusly and go to Company > Plans & billing.
Scroll down to the Rewards settings card.
Look for any status messaging such as “Rewards billing disabled” or a prompt to enable a rewards plan.
If you want to make paid rewards (such as gift cards, donations, merchandise, etc.) available to your users, follow the prompts in the Rewards settings card to add a payment method and choose a rewards billing plan.
If rewards billing is disabled
If you see the message "Rewards billing is not enabled for your company.
Contact your administrator to enable rewards billing." this means your company
is using Bonusly without paid rewards.
What you can still do:
Redeem for Company Exclusives (custom rewards created by your company)
Redeem for a Points Boost to give more recognition to teammates
Give and receive recognition
What requires rewards billing:
Gift cards (Amazon, Starbucks, etc.)
Merchandise
Swag (via Axomo)
Cash-out options
Charitable donations
How to add / 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.
Review unpaid invoices under Admin Settings > Company > Billing History and process payments immediately to prevent reward redemption blockages.
Questions? Send us a note to [email protected]; we'd be happy to help!
Was this article helpful? Let us know by rating it below with an emoji and sharing your feedback!