Why didn't my reward distribute?

A player reached a winning outcome, but the reward never arrived or the win never showed up where you expected. Work through the causes below to find why and fix it.

Symptom

A participant plays a game and no reward appears, or the data never moves to the winner state you expected.

Likely causes

Diagnostic checklist

• The reward type matches the experience you expect: Instant Win, Lottery, or Leaderboard.
• The game and reward are both turned on.
• The reward is linked to the right winning option, skill-game reward list, or lottery game.
• Quantity is still available and not blocked by slot amounts.
• The reward schedule, touchpoint dates, and attribution slots include the current time.
• The prize odds total 100 if the game uses them.
• The same reward isn't reused across games that don't match.
• For a lottery, you ran the draw. For a leaderboard reward, you declared the winners.

Still stuck?

Contact support when you have ruled out every cause above:

• the setup is valid
• the participant is inside the right date window
• the reward still has quantity left
• you can reproduce the issue with a timestamped test player

Include the campaign name, game name, reward name, participant identifier, and the approximate test time.

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