What should you do when a member says they have completed a social mission, but the points do not appear on their account?
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Prerequisites
Before going through the verification 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 - Point attribution
In Statistics > Gamification > User detail, search for the member using their email address or username. You will then be able to check whether, for the mission in question, the member has already received the points or not.
Please note that points can take up to 24 hours to be credited to a member’s profile. If they have already been assigned, the issue is resolved.
Hello,
We were able to verify 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 believe something is still missing, feel free to let us know.
Thank you for participating in the mission!
Check 2 - Hashtag
If one of the following conditions is not met, points cannot be awarded.
Is the hashtag correct?
The hashtag must match the one defined in the mission, and must not contain any typos, special characters, or accents.
Hello,
After checking, we noticed that the hashtag used does not match the one required to validate this mission.
We invite you to edit your post or create a new one using the hashtag specified in the mission instructions.
Thank you for your participation!
Is the hashtag unique?
In Statistics > Social Campaigns Hub, you can check that the hashtag is not duplicated and that it is not linked to multiple missions.
Hello,
After checking, we noticed that one of the hashtags used in the post is duplicated or linked to another mission.
When multiple mission hashtags are used in the same post, or when they are duplicated, this may prevent points from being awarded, as the system can only detect one hashtag.
Check 3 - Mission conditions
If one of the following conditions is not met, points cannot be awarded.
Click on each tab to learn more:
Are all the mission conditions fulfilled?
In Configuration > Gamification > Missions, search for the relevant mission to view the list of conditions. Then make sure that each condition has been properly fulfilled by the member.
Hello,
After checking, we noticed that not all of the mission conditions were fulfilled:
- List of missing conditions
Please make sure to follow all the conditions described in the mission so that 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. Make sure the user is participating in this campaign by searching for them using their ID/username.
Hello,
This mission is linked to a specific campaign. After checking, we noticed that your 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 their ID or username, open their profile, and check the status assigned to them.
Hello,
This mission requires a specific profile status, which is currently not assigned to your account.
Once the required status is applied, you will be able to participate in similar missions.
Is the Instagram/TikTok condition correctly fulfilled?
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 correctly 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 via Settings > Custom user fields:
- Type: Text
- Special usage: selected platform (Instagram or TikTok) – handle based
- Location: Profile
Hello,
We were not able to validate the post because your Instagram/TikTok account is not linked to your profile.
You can add your social handle in your profile settings and make sure it is correctly saved.
Is a publication date specified and respected?
If start and/or end dates are specified for this mission, compare these dates in the mission conditions with the user’s publication date.
Hello,
After checking, we noticed that the post was published outside the period defined for this mission.
Only posts published within the specified dates can be validated and rewarded.
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 this case, you can contact our support team by including the following information:
- Exact mission name
- Member username and/or ID
- Checks performed / other important details
Hello,
We have reviewed your participation and everything appears to comply with the mission requirements. The issue has been escalated for further investigation, and we will get back to you as soon as possible.
Thank you for your patience!
Points awarded after resolution
If the issue has been resolved by our support team and the member has received their points, you can close the case:
Hello,
Thank you for your patience. We have completed the review and credited the points to your account. They should appear in your balance shortly.