Loyalty balance showing 0 when it shouldn't

[teresa]

OK, I am having issues with customers accounts showing 0 balance but at the end of the transactions it will give a total balance of points 32. I go into their account to tell them how many they have and it is showing 0. It is happening to all customer types (cash, card, etc). WHat is going on? anything specific we are not doing to see them? we used to be able to view customer and see their balances and now they all say 0? 

[Chad]

That definitely does not sound right @teresa. I recommend reaching out to our Customer Success Team for this issue. They will be able to take a closer look at your directory. 

[trailboss]

We are also having issues with loyalty customers not udating after a purchase. It's random, not happpening with every customer.

Please advise.

Thanks,

Dan

[Chad]

Hello @trailboss, I'm sorry to hear about the trouble. 

Have you tried searching the customers phone number to see if they have a duplicate profile that's housing their points? 

I recommend tracking which customers this is happening to, so our Customer Success Team can look at specific examples on your account. 

[trailboss]

Very good, we will keep a list of the ones that don't update. Thank you!