Rewards Troubleshooting
Most reward questions fall into one of three stages: an activity did not finish, a completed reward is missing from a balance or Dashboard, or a Redeem request has an unexpected status.
Start where the activity took place, then follow the record to its expected destination. Comparing the completion state with the Points balance, Dashboard, or History entry usually reveals which stage needs attention.
A reward is missing
- Reopen the activity and read its status.
- Confirm that you completed it while signed in and followed the requirements shown in FOCUS.
- Check your Points balance.
- For creator or invitation rewards, also check the relevant Dashboard.
Creator and invitation Dashboards show rewards already credited to your Points balance. If a completed activity is still missing, open Help & Feedback and include the activity name, approximate time, expected result, and displayed status.
Do not repeat a completed activity to create another test. First read Reward eligibility and fair use, then report the signed-in account, completion state, and balance or Dashboard you examined. Leave out authentication information and another person's private activity.
A Treasure Chest or rewarded ad is unavailable
- Check your connection and reopen the activity.
- Follow the message if no activity or ad is offered.
- Try another activity or return later.
- Report a repeated loading problem through Help & Feedback.
Treasure Chest availability and reward size are connected to ad value and can vary by region, ad inventory, and campaign. A reward is added only after FOCUS confirms the completed activity.
When no chest or ad is offered, there is no activity to finish. A loading or playback failure is different: a flow started but did not complete. Note which state occurred, because the next step may be to choose another activity, change the connection, or report a repeated technical problem.
A partner activity is missing
Reopen the activity details and compare them with the partner's completion state. Confirm that you used the intended account and task. Some partner activities require first-time installation or participation and may not qualify when the app, service, or task was completed before.
When reporting the issue, include only the task name, status, approximate time, and proof of completion that you are permitted to share. Hide unrelated balances, account numbers, messages, and other private information. The partner record and FOCUS status together identify where the two records differ.
A Redeem request has a problem
Open the Redeem page, select History, then choose the request and read its status, channel, recipient summary, and details. Confirm that you selected the record connected to the result you are asking about.
Start feedback from that History record when possible so support can identify the request without asking you to share full payment details. Describe whether the problem concerns submission, processing, recipient information, or the final result, and keep authentication codes and unrelated financial information out of the report.