Troubleshoot loyalty points and rewards

Use this checklist before changing a booking or asking for help.

The Loyalty card is missing

Ask an administrator to confirm that the property management system and loyalty program are enabled. Managers also need Manage Products & Pricing to see Loyalty settings.

The guest has no membership

Open the guest profile and confirm that you found the correct person. Enroll from the profile and review the signup bonus checkbox before submitting. Do not make a duplicate guest to work around a problem.

Points are pending

Confirm the stay is eligible, checked out, past its scheduled checkout date, and paid in full. Pending points cannot be spent. OTA and imported bookings do not earn points.

A reward cannot be redeemed

Check all of these:

• The member is active.
• The guest has enough available points.
• The reward is active and configured for the property.
• The booking does not already have another discount.
• The loyalty program is active.

The balance changed

Review recent activity for expirations, reversals, canceled bookings, booking changes, or refunds. Do not re-enroll the guest or create a manual workaround.

Ask for help

Contact a manager or Comfortly support when the balance still looks wrong, a reward must be configured, or program settings need to change. Include the guest, booking confirmation, expected result, and what you already checked. Do not include payment card details.