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1Common Issues (With Reasons and Solutions)
This topic will outline some of the temporary issues that are currently happening on the site. Points2shop is a constantly expanding website with a HUGE amount of traffic on a daily basis which is great for the site but it does mean that sometimes things will break down and crash (I'm looking at you Mat... *ahem* Blue Ninja)

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No Products are showing in the Reward Gallery
This is a common issue that is due to a change that Amazon recently made to their API. Basically they are now limiting how many searched can be made for ALL categories.
Solutions
:check: Choose the correct product category for the item
:check: Enter a Points range
:check: Copy/Paste the product URL (from Amazon) into the search box.

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Not Receiving the Verification Email
Sometimes the verification email can take a while to arrive or could simply get misplaced into the spam folder by your email provider.
Solutions
:check: Resend the email at Verification Email page
:check: Use an alternative email
:check: Use an alternative email provider (Yahoo, Hotmail, Outlook, Gmail etc)
:check: Verify through a range of social networks
:check: If everything above fails then send a email to support@points2shop.com Include your username and reason for contacting.

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Address is not USPS Verified
This issue may only affect US members and the issue is caused when your address you entered is not recognised by USPS.
Solutions
:check: Make sure your address is spelled correctly with apartment/house numbers
:check: Only enter 1 address (You should leave address line 2 blank unless you like in apparent/flat)
:check:Your address may not exist the way you entered it. Check your address on USPS Zip Lookup page to find the correct notation for your address
:check: If everything above fails then please send a Support Ticket

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Order Denials
Order Denials happen all the time for a variety of reasons.
Reasons
:check: The item is extremely popular and is coming in and out of stock rapidly. (The most common reason)
:check: The seller you chose, the condition you chose, or the buy options (or lack there of) that you chose are incompatible with the current options being offered at the time we try to place the order.
:check: The seller accidentally added the wrong quantity when they made the listing. This means that the item always shows as available, but once you get to the confirmation page, it tells you there are no more available.
:check: You have account issues and need to send a ticket to resolve them before ordering.

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Account Issues/Restrictions
Account issues or restrictions can only be resolved with admin via ticket not in shout/forums.
Solutions
:check: Check this topic
:check: If needed send a ticket support ticket to resolve/get more info on issues

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Item has not arrived or is damaged
Sometimes items do not arrive or arrive damaged, don't worry though there are reasonable explanations and solutions.
Reasons
:check: Item may have been shipped via USPS Media Mail taking 3-21 days, so your item may still be on its way.
:check: It Might be lost in the mail
:check: Items may have been damaged during transit
:check: Problems on the sellers end. E.g. out of stock, late posting etc
Solutions
:check: International sellers can take up to 6 weeks & items from china 2 months, so please check who you are buying from before ordering
:check: Wait a minimum of 2 weeks from the estimated arrival date found on your order page
:check: Send a Support Ticket and admin will contact the seller or amazon for you

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Negative Points/Cash
Occasionally people log in to find themselves with negative points/cash.
Reasons
:check: First check your Points & Cash history here
:check: Offer Debit - One of your offers has been denied or is being reviewed due to suspicions about the information you used to complete it.
:check: Referral Debit - One of your ref's had an offer revoked or they got blocked for fraud. You lose all offer bonus points & the sign up bonus.

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My Phone Number Doesn't fit or work
This is usually down to a formatting errors.
Solutions
:check: [US] Make sure your number is 10 digits long, not 11
:check: Don't include hyphens or spaces

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Missing Lottery Tickets
This is another common issue/question people have.
Solutions
:check: If it's wednesday then the lottery was probably drawn, check here to see if you won anything.
:check: A post of yours was removed from the freebies forum. Contact a moderator and they may be able to tell you the removal reason.

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Not received points for a game
This is another issue people are consistently posting in shout & the forums about.
Solutions
:check: You haven't won yet as your opponent is still playing
:check: You don't actually have an opponent
:check: If it's a multi-player tournament then points won't be awarded till all have played.
:check: You played a free game, not a paid game. Points are only awarded if you win a paid game.

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Cannot change address/name/username
Sometimes you have made an error and need to correct it.
:check: Address - Make sure you have filled in your password before saving
:check: Name - (due to fake name, initials only, marriage etc) - Send a Support Ticket. Please note they will more than likely ask for ID to verify your request is real.
:check: Username - You cannot change your username, you are stuck with it

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No sign up bonus
Sometimes people find they have not received their sign up bonus.
Reasons
:check: Only UK & US members are eligible for the sign up bonus
:check: This is due to low amount of advertisers for other countries

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Mobile Apps and Proxies/VPN
These apps/downloads via our mobile app are causing quite a few people to have account issues.

:check: Please read this topic

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Hopefully this will resolve some of your issues :)
by agm1992
2012-09-02 16:18

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