Why didn't my reward distribute?
Find why a player who should have won got no prize, from a draw not run yet to a reward that ran out.
2 min read
A player played, and no prize came through. Find what they saw below, then the fix.
The player was told they're in the draw
Why this happens
- Lottery and Leaderboard rewards aren't handed out during play. Lottery players are Eligible until you run the draw; leaderboard winners wait until you declare them.
Fix it
- For a lottery, run the draw from Participants: see Run a lottery draw.
- For a leaderboard, declare the winners from the Leaderboard: see Leaderboard rewards.
A winning option gives nothing
Why this happens
- The reward isn't linked to that winning option, or it's linked to a game that was deleted or replaced.
Fix it
- On the game's Outcomes tab, check Link with a Luck Based Game Reward on each winning option.
- Link the right reward: see Link rewards to a game.
The game or the reward is turned off
Fix it
- In Build > Touchpoints, check the game isn't disabled.
- In Build > Rewards, check the reward is active.
- Publish again.
The prize ran out
Why this happens
- A reward without Unlimited Quantity has a set quantity. Once it's used up, winning options with that reward stop paying out.
Fix it
- In Build > Rewards, raise the reward's quantity, then publish again.
Nobody can win at this time of day
Why this happens
- Under Scheduled Rewards, prizes can only be won inside the reward's dates and attribution slots. Outside them, every player lands on the losing outcome.
Fix it
- Compare the campaign's dates, the game's dates and the reward's slots: see Attribution slots.
- Test again inside a slot.
The odds are wrong
Under Random Chance, the odds must total 100%: see Probability weights don't sum to 100.
One reward is shared between games
Why this happens
- A reward shared by games with different modes, or by two skill games, can't hand out cleanly.
Fix it
- Create one reward per game, and link each one to its own game.
Still stuck?
Play the game yourself with a new email address and note the time. Then contact support with the campaign, the game, the reward, the player's email and that time.