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Why customers aren't earning reward points

Simon Akhrameev avatar
Written by Simon Akhrameev
Updated yesterday

If your customers aren’t receiving reward points as expected, there may be issues with their account status, rule configuration, or eligibility settings. This guide outlines the most common reasons and how to resolve them.


The customer doesn’t have a store account

Customers must have a registered Shopify account to earn reward points.

  • If "Only customers with a store account" is enabled in your Rewards settings, guest checkouts won’t earn points.

  • You can check account status in Shopify → Customers: Filter by: customer_account_status = ENABLED


The customer is using Shopify’s new account system

For stores using Shopify’s New customer accounts:

  • Customers who signed up without a classic login/password are not marked as "enabled."

  • These customers won’t automatically receive rewards until they log in again through the new system.


The relevant earning rule is disabled

Customers won’t earn points if the corresponding Ways to earn rule is turned off — even if their action qualifies.

To fix this:

  1. Go to Rewards → Points → Ways to earn

  2. Find the rule linked to the action (e.g., Place order, Leave review, etc.)

  3. Make sure it’s enabled

  4. Save your changes


The customer or product is not eligible for rewards

Customers and products may be excluded from earning points.

To check:

  1. Go to Rewards → Settings → Rewards availability

  2. Review both:

    • Product eligibility — based on product tags

    • Customer eligibility — based on customer tags

  3. Adjust settings to include the relevant customers and products


The action happened before the rule was created

Customers won’t earn points for actions that occurred before a rule was added — unless you apply them using the Rewards for past actions feature. Make sure the customer has an enabled Shopify account.

To apply past rewards:

  1. Go to Rewards → Settings → Rewards for past actions

  2. Choose a date range and the action(s)

  3. Click Reward


If you've checked all of the above and customers are still not receiving points, contact us at [email protected] or use the chat icon in the bottom-right corner of your admin panel.

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