Troubleshooting: Signup Earn Credits Not Working

This article helps you identify and resolve common issues when customers do not receive store credits after signing up through the Loyalty Program.

Customers Did Not Receive Signup Credits

If customers are not receiving credits after creating an account, check the following items in order.

1. Check if the Signup Reward Is Activated

The Signup reward must be enabled for credits to be issued.

How to verify:

• Go to Loyalty Program → Loyalty programs

• Select Sign up

• Confirm the status is set to Activated

If the program is deactivated, no credits will be issued.

2. Confirm Store Credit Is Enabled

The Signup reward requires Store Credit to be enabled at the account level.

How to verify:

• Go to Customer Account / Store Credit settings

• Ensure Store Credit is enabled

If Store Credit is disabled, credits will not be issued even if the Signup reward is active.

3. Customer Already Received Signup Credits

Each customer can receive Signup credits only once.

If the customer:

• Previously signed up

• Already received Signup credits

They will not receive credits again.

4. Customer Signed Up Before Activation

If a customer created their account before the Signup reward was activated, credits are not issued automatically.

Solution:

• Enable Sync Credits for Existing Customers

• This will issue credits to eligible customers who:

  • Signed up before activation

  • Have not received Signup credits

Note: This setting is OFF by default.

5. Credits Were Issued but Have Expired

If credit expiration is enabled, credits may no longer be valid.

How to check:

• Review the Credit Expiration setting

• Confirm whether credits are set to:

  • Never expire

  • Expire after a defined period

Expired credits cannot be used or restored.

6. Signup Completed Outside Customer Account Flow

Credits are only issued when customers successfully create an account.

If a customer:

• Only subscribed to a newsletter

• Did not complete account creation

They will not receive Signup credits.

If you have any further questions or need assistance setting up your loyalty program, please feel free to contact us at support@govalos.com.