Why didn't my reward distribute?
Diagnose why a game reward did not move to the expected winner state, then fix the most common blockers.
If a participant reached a game outcome that should have produced a reward, work through this checklist. Most cases come down to a delayed reward flow, a broken reward link, disabled items, exhausted quantity, inactive scheduling, incompatible sharing, or invalid probability settings.
Symptom
A participant plays a game and no reward appears, or the campaign data never moves to the winner state you expected.
Not every reward resolves during play
Lottery and Leaderboard rewards do not distribute during the play itself. A lottery first marks participants as Eligible, then an operator uses Run Draw. A performance game assigns the reward only after Leaderboard and Declare Winners.
Likely causes
Diagnostic checklist
- Confirm the reward type matches the player experience you expect:
Instant Win,Lottery, orLeaderboard. - Confirm the game and reward are both enabled.
- Confirm the reward is linked to the correct winning option, performance reward list, or lottery-capable game.
- Confirm quantity is still available and not blocked by slot quantities.
- Confirm the reward schedule, touchpoint dates, and attribution slots include the current time.
- Confirm probability weights total
100if the game uses probability-based mode. - Confirm the same reward is not reused across incompatible games.
- For
Lottery, run the draw. ForLeaderboard, declare the winners.
When to contact support
If the configuration is valid, the participant is in the expected date window, the reward still has available quantity, and you can reproduce the issue with a timestamped test participant, contact support with the campaign name, game name, reward name, participant identifier, and approximate test time.
Related
Link rewards to a game
Reconnect rewards to the correct winning option, performance reward list, or lottery game.
About rewards and reward types
Recheck whether the reward should be Instant Win, Lottery, or Leaderboard.
Lottery rewards and draw mechanics
Understand why lottery rewards stay eligible until the draw is run.
Probability weights don't sum to 100
Fix one of the most common luck-based distribution blockers.