Birthday points weren’t awarded
If a customer did not receive birthday points, check whether birthday earning is on, they saved a birthday, and when points are due in EarnKit.
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If a customer says they didn’t get their birthday points, work through these checks.
Birthday points are off
Go to Program › Ways to Earn and check Award birthday points is on.
The customer hasn’t saved a birthday
Customers add their birthday themselves, from their Rewards page. If they haven’t saved one yet, there’s nothing for EarnKit to award against.
They enrolled on their birthday this year
Birthday points require the birthday to fall strictly after the day the customer saved it. A customer who enters their birthday on the day itself won’t receive points until their next birthday.
It isn’t their birthday yet this year
Birthday points are awarded once a year, on the customer’s saved date. If their birthday hasn’t come around yet this year, the points aren’t due.
They were born on February 29
In years that aren’t leap years, a February 29 birthday is celebrated on 28 February. The saved date still reads February 29; only the day the points are awarded shifts.
The saved birthday is wrong
Customers can only save their birthday once and can’t change it themselves afterwards. EarnKit has no tool to correct a birthday once it’s saved, for you or for the customer.