> For the complete documentation index, see [llms.txt](https://docs.roadmap.so/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.roadmap.so/loyalty-and-rewards/troubleshooting.md).

# Troubleshooting

- [Referral rewards not applying?](https://docs.roadmap.so/loyalty-and-rewards/troubleshooting/referral-rewards-not-applying.md)
- [Customers not earning loyalty points](https://docs.roadmap.so/loyalty-and-rewards/troubleshooting/customers-not-earning-loyalty-points.md): A checklist for when customers aren't earning points: rule mismatches, unmet limits, the loyalty timeline, and a deleted collection pausing an earning rule.
- [Points on an order only came from one earning rule](https://docs.roadmap.so/loyalty-and-rewards/troubleshooting/points-on-an-order-only-came-from-one-earning-rule.md): Why an order awarded points from a single Place an order rule when two rules with different product eligibility were active — and what's changing.
- [Can I award extra points for photo or video reviews?](https://docs.roadmap.so/loyalty-and-rewards/troubleshooting/can-i-award-extra-points-for-photo-or-video-reviews.md): Whether you can award additional loyalty points for reviews that include a photo or video, and what to set up in the meantime.
- [Where is a customer's loyalty discount code?](https://docs.roadmap.so/loyalty-and-rewards/troubleshooting/where-is-a-customers-loyalty-discount-code.md): Find a discount code from a loyalty redemption or promotion by searching Shopify Discounts with the customer email.
- [A customer's loyalty coupon isn't working](https://docs.roadmap.so/loyalty-and-rewards/troubleshooting/a-customers-loyalty-coupon-isnt-working.md): A customer says their loyalty code isn't working, shows insufficient points, or they want to undo a redemption. How to diagnose it and put the points back.
- [What the RoadmapReferrer note on a customer means](https://docs.roadmap.so/loyalty-and-rewards/troubleshooting/what-the-roadmapreferrer-note-on-a-customer-means.md): Seeing a RoadmapReferrer note on a Shopify customer profile? That's Roadmap's referral attribution. What it records, where it appears, and how to trace the referral.


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