What should you do when a member says they completed a social mission, but the points do not appear on their account?
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Prerequisites
Before going through the checklist to identify the issue, make sure you have the following information:
- Exact mission name
- Member username and/or ID
- Link to the member’s post
Check 1 - Points attribution
In Statistics > Gamification > User detail, search for the member using their email address or username. You can then check whether the member has already received the points for the mission in question.
Points can take up to 24 hours to be credited to a member’s profile. If they have already been awarded, the issue is resolved.
Hello,
We were able to check your participation and the points related to this mission have already been credited to your account. You should be able to see them in your points balance.
If you think something is still missing, please let us know.
Thank you for participating in the mission!
Check 2 - Post
If one of the following conditions is not met, the points cannot be awarded.
Is the post correct?
The post must match the one selected by the member to validate the mission. It must also meet the validation conditions defined in the mission, with no typos, special characters, or accents in the required hashtags.
Hello,
After checking, we found that the submitted post does not match the criteria required to validate this mission.
Please edit your post or create a new one while following the mission instructions.
Thank you for participating!
Is the post unique?
A post can only validate one mission. Make sure the post has not already been used to validate another mission.
Hello,
After checking, we found that the post used has already been used to validate another mission. In this case, the same post cannot be reused to validate a new mission.
Please create a new post or select another one that matches the mission instructions.
Thank you for participating!
Check 3 - Mission conditions
If one of the following conditions is not met, the points cannot be awarded.
Click each tab to learn more:
Are all mission conditions met?
In Configuration > Gamification > Missions, search for the relevant mission to view the list of conditions. You then need to check that each condition has been met by the member.
Hello,
After checking, we noticed that not all mission conditions were met:
- List of missing conditions
Please make sure you follow all the conditions described in the mission so the participation can be validated.
Is the user participating in the campaign?
If a campaign is mentioned in the mission conditions, go to Animation > Product Testing and search for the relevant campaign. Check that the user is registered as a participant by searching with their ID or username.
Hello,
This mission is linked to a specific campaign. After checking, we found that the account is not registered as a participant in this campaign.
Unfortunately, this prevents the points from being awarded for this mission.
Does the user have the required status?
If a specific status is required for the mission, go to Statistics > Users, search for the user by ID or username, open their profile, and check the status assigned to them.
Hello,
This mission requires a specific profile status, which is not currently assigned to the account.
Once the required status is applied, participation in similar missions will be possible.
Is the Instagram/TikTok condition correctly filled in?
If the mission includes an Instagram filled or TikTok filled condition, go to Statistics > Users and click on Fields. Search for the corresponding custom field and check that it has been filled in by the user.
If it is empty, the user must fill it in.
However, if it does not exist, you must create it in Settings > Custom user fields:
- Type: Text
- Special use: chosen platform (Instagram or TikTok) - handle based
- Places: Profile
Hello,
We were unable to validate the post because the Instagram/TikTok account is not linked to the profile.
The social handle must be added in the profile settings and saved correctly.
Is a publication date specified and respected?
If start and/or end dates are specified for this mission, compare the mission conditions dates with the user’s publication date.
Hello,
After checking, we found that the post was published outside the period defined for this mission.
Only posts published within the specified dates can be validated and rewarded.
Are the compliance conditions correctly met?
If the mission includes compliance conditions, check that the selected post contains the required elements: compliance hashtags, compliance wording, and, if enabled, compliance with First position.
It is important to note that the member was automatically informed of any missing or non-compliant elements when they tried to validate the mission.
Hello,
After checking, we found that at least one compliance condition was not met:
- Missing compliance hashtag
- Missing compliance wording
- Compliance wording placed incorrectly when First position is enabled
Please edit the post so that it fully matches the mission requirements.
Final step
Everything is correct, but the member has not received their points
If you have completed all the checks and everything seems correct, but the member has not received their points, there may be a technical issue.
In that case, you can contact our support team and include the following information:
- Exact mission name
- Member username and/or ID
- Checks performed / other important details
Hello,
We reviewed the participation and everything seems to match the mission requirements. The issue has been forwarded for a more in-depth review and we will get back to you as soon as possible.
Thank you for your patience!
Points awarded after the issue is resolved
If the issue has been resolved by support and the member has received their points, you can close the case:
Hello,
Thank you for your patience. We have completed the verification and credited the points to the account. They should appear in the balance shortly.