Troubleshooting Guide

This guide covers the most common issues reported with Simple Points & Rewards and how to resolve them.

Points Not Being Awarded on Orders #

1. Check that Points for Purchases is enabled under Settings → Earn.
2. Check the Award Timing setting – if set to “On Order Completion”, points only appear once the order status changes to the configured completion status (default: “Completed”).
3. Verify the customer is logged in. Guest points require the Pro Guest Tracking module.
4. Check Skip if Redeemed – if enabled and the customer used a points discount, no earning points will be awarded.
5. Check the Punkte Aktivitätsprotokoll (Points & Rewards → Points Activity Log) for the customer to see if an entry was created and what the action was.
6. If you recently installed the plugin, points are only awarded on orders placed after installation – retroactive earning requires a manual import.

Customer Cannot See the Rewards Tab #

1. Go to Points & Rewards → Settings → Account Tab and confirm Show Rewards in My Account is enabled.
2. Ensure the customer is not banned (check their customer detail page).
3. Try flushing the WooCommerce endpoint permalink by going to Settings → Permalinks and clicking Save without changing anything.
4. Deactivate and reactivate the plugin to re-register the /my-account/rewards/ endpoint.

Reward Voucher Email Not Being Sent #

1. Go to Points & Rewards → Settings → Email and confirm the Voucher Claimed Email toggle is enabled.
2. Test your site’s email sending with a plugin like WP Mail SMTP or check your hosting’s mail logs.
3. Check the customer’s email address is valid and not on a suppression list.
4. Check spam/junk folder.

Points History Shows Wrong Balance #

1. The displayed balance is the sum of all transactions in spar_points_log. Open Points & Rewards → Customer Points, find the customer, and click their name to view the full history.
2. If there is a discrepancy between the history sum and the stored balance, use the admin adjustment tool to correct the balance with a manual entry.

Voucher Code Not Working at Checkout #

1. Confirm the coupon exists under WooCommerce → Coupons (search by the voucher code).
2. Check the coupon is assigned to the customer’s email address (Allowed Emails restriction on the coupon).
3. Verify the coupon has not already been used (usage count = 1 limit).
4. If using a coupon template (Pro), verify the template coupon’s conditions are met (minimum order amount, excluded products, etc.).

Birthday Points Not Being Awarded #

1. Confirm the customer entered their birthday in their Rewards dashboard before their birthday.
2. Verify the Birthday Bonus is enabled in Settings → Earn.
3. The birthday cron runs daily – if it missed a day (e.g. due to server downtime), points for that day won’t be retroactively awarded.
4. Check that WordPress cron is running. Use a plugin like WP Crontrol to verify the spar_daily_birthday_award event is scheduled.

Settings Not Saving #

1. Ensure you are running a supported version of WordPress and PHP.
2. Check for PHP errors in your server error log or enable WordPress debug logging (WP_DEBUG_LOG).
3. Deactivate other plugins temporarily to check for conflicts, especially other loyalty or WooCommerce plugins.
4. Check that the spar_options database option exists – if missing, try deactivating and reactivating the plugin.

Getting More Help #

If you cannot resolve an issue using this guide, please contact support with:

• Your plugin version (visible in Plugins → Installed Plugins).
• Your WordPress and WooCommerce versions.
• A description of the issue and any steps to reproduce it.
• Any relevant entries from the Punkte Aktivitätsprotokoll.
• Any PHP errors from your server log.