FAQ & Troubleshooting

Admin Management Tools The admin screens for managing the programme: Customer Points, the activity log, referral clicks and the migration tool. Are points shared between customers? No. Each customer has their own independent balance tied to their user account. Can a voucher be used more than once? No. Each voucher has a usage limit of one and is restricted to the email address of the customer who claimed it. Can different products earn different points? Yes, with Pro conditional rules, which can raise, lower or disable the earning rate for chosen products or categories. Can I ban a customer from the programme? Yes. Marking a customer as banned hides the rewards dashboard from them and stops any further earning or redeeming. Can I call my points something other than “Points”? Yes. Set a custom Points Label such as Stars, Coins or Credits, and it is used across the dashboard, product pages and emails. Can I import points from another plugin? Yes. The Migration tool imports balances from five supported loyalty plugins, reading their data directly rather than from a file. Can I limit how many times a reward can be claimed? Yes, with Pro. Each reward can cap how many times one customer may claim it, and can be given an expiry date. Can I manually adjust a customer’s points? Yes. Add or remove points for any customer from the Customer Points page, with an optional reason shown in their history. Can points expire? Yes, with Pro, which can expire a customer's points after a set period of inactivity. Do customers need an account to earn points? Normally yes, an account is required. Pro guest tracking can accrue points against a guest's email and merge them on registration. Does the plugin work with page caching? Yes, but the rewards dashboard shows live per-customer data, so exclude the My Account pages from caching for logged-in users. Is there a REST API? There is no REST API. The plugin uses AJAX endpoints for its own interface; for custom code, use the PHP functions directly. Reward Points Panel on the Order Screen What the Reward Points panel on an order shows, and the reason it gives when an order has not earned points. Social Share Rewards (Pro) Awarding points when customers share your store or their referral link on social media, and the platforms supported. Troubleshooting Guide Fixes for the most common problems: points not awarded, the Rewards tab missing, voucher emails not arriving and settings not saving. What happens to points if an order is refunded? With Deduct on Refund enabled, the points awarded for that order are removed again when it is refunded or cancelled. When exactly are purchase points awarded? It depends on your award timing setting: either immediately when the order is placed, or once it reaches a chosen status. Where do customers find their reward vouchers? In the vouchers section of their rewards dashboard on My Account, and in the email sent when they claim one. Why didn’t a customer earn points on their order? Usually the order status, a points redemption on the same order, a banned customer, or an order placed before the plugin was installed. Fix audio generation errors What each audio generation error means, from OpenAI quota and API key problems to timeouts, missing PHP extensions and file errors. Tax is not being removed for an exempt customer The usual causes when a customer claims exemption but tax stays on the order, starting with the tax class. The reCAPTCHA box is not showing Work through key, exemption, script loading, domain and layout checks when the reCAPTCHA widget does not appear. The redemption tool is not showing Why the credit panel may be missing from the cart or checkout, and how to work through the causes. The Turnstile widget is not appearing A checklist for when no widget shows on a form, from the API test through whitelisting, caching and page builders. What each coupon error message means A lookup table of the default messages Better Coupon Restrictions shows and the restriction behind each one. Why report totals differ from WooCommerce Analytics Order counts and spend can differ between a customer report, the customers list and WooCommerce Analytics. Here is why. Customers see a “Please complete the reCAPTCHA” error Why customers hit the failed verification error even after ticking the box, and how to fix each cause. Report limited to the most recent 10,000 orders Why a report shows a notice about covering the most recent 10,000 orders, and what to do about it. Submissions fail with “Please verify that you are human” When the widget renders but the form still rejects the submission, and what each underlying error code points to. The audio player isn’t showing on a post Troubleshoot a missing, duplicated or silent audio player: page type, caching, theme compatibility and file access. The discount applies to products outside the restriction Why a percentage or fixed cart coupon limited to certain products can still discount other items, and how to fix it. The exemption form is not showing at checkout Why the exemption checkbox or fields may be missing from checkout, the cart or the My Account page. The store credit page is missing from My Account What to check when the Store Credit tab does not appear, 404s, or redirects somewhere unexpected. Attribution shows Unknown or is missing Why the Attribution tab can be empty or show orders with no recorded source, and what can and cannot be fixed. Cashback was not awarded for an order The settings and conditions that stop an order generating cashback, and how to check each one. Certificate uploads are failing PDF-only, size limits, upload throttling and missing upload fields — the usual reasons a certificate will not save. Fix a failing Test API Response What each Google error code from the Test API Response step means, and how to resolve it. The AI TTS box is missing from the post editor Find or restore the AI TTS box in the post editor when it's hidden, disabled for a post type or role, or asking for an API key. Turnstile error codes explained What each Cloudflare verification error code means, and which browser console errors are safe to ignore. WooCommerce product and category fields have disappeared Why the Products and Product categories fields vanish from the Usage restriction tab, and how to get them back. A new customer coupon is rejected for a first-time buyer Reasons a New Customer Only coupon can reject someone who believes they have never ordered before. A voucher code will not apply Why a valid-looking voucher is rejected at the cart or checkout. Audio skips content or reads things wrongly Fix audio that skips content, reads links or captions, mispronounces words, ignores shortcodes or has uneven pauses. Privacy, GDPR and what data Turnstile collects What Cloudflare processes, what the plugin stores locally, and the privacy implications of the reCAPTCHA failsafe. Registration numbers are failing verification Telling a rejected number from an unreachable register, fixing HMRC credentials, and why some types are never looked up. Spam orders or signups are still getting through What to check when spam orders or registrations continue after reCAPTCHA is enabled, and what it cannot stop. The Cart tab is empty Reasons a customer's cart shows nothing, including expired sessions, guests without an email, and very large session tables. A coupon applies in the cart but is removed at checkout Why a coupon can be accepted on the cart page and then removed once the customer fills in the checkout form. Balances and refunds do not add up Understanding clawback debt, credit holds on unpaid orders, and why reporting totals differ from raw activity. Common problems and fixes Fixes for the issues reported most often: missing menu items, slow or blank reports, empty activity logs and failed exports. Statistics aren’t recording Why listening statistics show zero or low numbers, including page caching, expired security tokens and delayed scripts. Frequently asked questions Answers to common questions about OpenAI costs, bulk generation, AI disclosure, privacy, uninstalling and support. How restrictions work for guest customers Which coupon restrictions check guests by email, which wait for checkout, and which always reject guests. Store credit emails are not being received What to check when customers are not getting credit, voucher or gift notifications. PRO features are greyed out or missing What to check when PRO sections stay greyed out, the global settings tab is missing, or Coupon Rejections is not shown.