Use this article as a Budtender, Manager, or Admin to troubleshoot why a customer is unable to redeem loyalty points or rewards during the checkout process in Dutchie POS or Dutchie E-Commerce.
What is the issue?
When a customer attempts to redeem loyalty points for a reward at checkout, the points may not appear or the discount fails to apply to the cart. This issue prevents the completion of transactions involving loyalty incentives and may occur in the Dutchie POS register or on your ecommerce site.
What’s causing the issue?
This is typically caused by a disconnected third-party loyalty integration, an inactive reward mapping, or the customer’s profile not being correctly linked to the loyalty provider. It may also occur if the items in the cart do not meet the specific requirements or category restrictions set for that reward.
How do I solve the issue?
Before troubleshooting, ensure the customer has an active loyalty account with a sufficient point balance.
Navigate to Customers > List and load the customer profile to verify that the loyalty information appears on the checkout screen.
If the loyalty information is missing, confirm the customer profile is linked to your loyalty provider.
Navigate to Settings > Integrations in the Dutchie POS back office to verify that your loyalty integration (such as Alpine IQ, Springbig, or Akerna Loyalty) is connected and syncing.
Navigate to Marketing > Discounts to confirm that the discount or reward tied to the loyalty redemption is currently active and correctly mapped.
Review the cart items to ensure they meet the minimum requirements for the reward, such as specific product or category restrictions.
For ecommerce orders, log in to your third-party loyalty provider's dashboard to ensure that loyalty redemption is enabled for online ordering.
If the points still do not sync or the issue persists, contact Dutchie Support with the customer name, transaction details, and any error messages displayed.
Alternate possible causes
- Duplicate or archived customer profiles: Merged accounts may lose their loyalty link
- Customer not opted into the loyalty program: Points won't accrue if the customer hasn't opted in
- Ecommerce discount type limitation: Dutchie E-Commerce only supports % and $ discount types. Springbig rewards configured as giveaways (discount_type = null) will not appear online, even if they work in POS
- Alpine IQ 2FA requirement: AIQ can require PIN verification before the wallet loads; if the customer doesn't complete 2FA, rewards won't appear
- Internal settings on Dutchie's side: You may need to check with Dutchie Support to ensure all appropriate internal settings are enabled.
Commonly asked questions
Why are my customer's points not showing up at the register?
How do I fix a loyalty reward that won't apply to the cart?
Why can't my customers redeem their points on our online menu?
What do I do if my Alpine IQ or Springbig integration stops working?
- Why do my customer's loyalty rewards show up in POS but not on our website?
- My customer's points balance doesn't match what Alpine IQ/Springbig shows; why?
- Why is the loyalty wallet not loading at checkout?
- My customer completed a purchase but didn't earn any points; what happened?
- Why does my customer have to enter a PIN before they can see their rewards?
- We switched loyalty providers and now points aren't syncing; how do I fix this?
- Why can't my employees redeem loyalty rewards on ecommerce orders at the register?
- My customer's loyalty account was merged and now their points are gone; can we recover them?
- Why are some rewards available in-store but not showing for online orders?
- How do I check if our loyalty integration is actually connected
Additional resources