Why didn’t a customer earn points on their order?

FAQ – Earning Points

Common reasons:

1. The rewards program is switched off. Check Enable Rewards Program at the top of Points & Rewards › Settings.
2. The customer used a points discount at checkout, and your settings do not award points on those orders.
3. The order has not reached the status points are awarded on yet.
4. The order was placed before the plugin was installed. Use Award points for past orders to give customers those points.
5. The customer is banned, or the order has no customer account.

The Reward Points panel on the order edit screen shows the reason for each order. You can also check the Points Activity Log.