Experiencing an issue?Find your situation below and follow the steps to resolve it.

Most problems are caused by simple settings, visibility conditions, or order status timing.

Customers Are Not Earning Points #

If customers are completing purchases but no credit is being added, check the following.

Make sure rewards are enabled

• Go to Rewards → Settings.
• Make sure the Rewards toggle is ON
• Click Save.

If the program is off, customers will not earn or see any rewards on the storefront.

Verify the order status that triggers rewards

• In Settings, review Choose When Rewards Are Given.
• Ensure that at least one status your orders actually reach (commonly Completed or Shipped) is selected.

Rewards are added only after an order reaches the selected status.
For example, if Completed is chosen, customers will not receive credit while the order is still Shipped.

Check exclusions (Advanced Setup only)

• Go to Rewards → Advanced.
• Check the Exclude Products/Groups row and confirm the purchased product or customer group is not excluded.

Make sure the shopper is logged in
    – Rewards are tied to customer accounts. Guests must log in or create an account to earn points.

Points Are Not Updating After Purchase #

If rewards should have been earned but balances haven’t updated:

Confirm the order reached the trigger status
    – Rewards are given only after the order reaches the status selected in Settings.

Review tier ranges (Advanced)
    – Ensure minimum and maximum amounts do not overlap. Overlapping Min/Max Amounts in Advanced Setup can cause calculation errors.

Check reward limits
    – A tier may include a maximum amount limit that prevents additional earnings.💡Tip: Changes to reward tiers take effect immediately after saving, but only apply to qualifying orders.

Rewards Are Not Being Applied at Checkout #

If a customer has credit but can’t apply it:

Confirm credit is available
    – No balance means nothing can be used.

Make sure the customer is logged in
    – Rewards belong to the account that earned them.Verify the program is active
    – Go to Settings, confirm it’s ON, and click Save.

Pop-Out & Messaging Issues #

Rewards Pop-Out Is Not Showing on the Storefront #

If the rewards pop-out does not appear:

1. Go to Rewards → Messages → Pop Out Message → Settings.
2. Confirm Show Rewards Pop Out is toggled ON.
3. Make sure at least one page is selected (Homepage, Product Page, or Checkout Page).
4. Save your changes, then refresh your storefront.

💡 Tip: After saving, open Your Site from the sidebar and click the Rewards button to trigger the pop-out.

Text Snippets Not Appearing on Product or Checkout Pages #

If text snippets aren’t visible:

• Go to Rewards → Messages → Text Snippet Message → Settings.
• Ensure Show Rewards Text Snippet is toggled ON.
• Confirm the correct pages (Product Page and/or Checkout Page) are selected.

If using Custom Product Page Placement:

• Verify the CSS class entered is correct (e.g., .product-description).
• Check whether placement is set to Above div or Below div as intended.

⚠️ Important: Incorrect CSS selectors can prevent snippets from displaying.

💡 Tip: If unsure, temporarily disable custom product page placement to confirm the snippet loads.

Email Issues #

Customers Not Receiving Store Credit Emails #

If customers are not receiving rewards emails:

Check email settings

1. Go to Rewards → Emails → Store Credit Email.
2. Check the Email Frequency for both:
   • Monthly Email (Once a month or Never)
   • Order Confirmation Email (24 hours after each order or Never)
3. Ensure the email is not disabled and click Save.

Use Send Test Email to confirm delivery and formatting.

Make sure the customer has credit

Emails are only sent when a balance exists.

Review the opt-out list

Go to Emails → Customers Who Have Opted Out.

If they’re listed, emails will not be sent.

⚠️ Only remove someone if they asked to subscribe again.

Email Opt-Out Not Working as Expected #

If opt-out behavior seems incorrect:

• Review the Customers Who Have Opted Out tab to confirm the customer’s status.
• Remember that customers on this list will not receive any rewards-related emails until removed.

Tracking & Verifying Email Delivery #

Use Rewards → Analytics to confirm whether emails were sent and opened:

• Blue eye icon – Email opened
• Gray eye icon – Email not opened

You can search by customer name or email to quickly verify delivery status.

Still Need Help? #

If you’ve followed all troubleshooting steps and the issue persists:

You can:

• Chat with our AI Support Assistant for quick guidance
• Submit a support request through our Contact Support page
• Or email us directly at support@epicshops.com

We’re here to help you get the most out of epicApps.