Troubleshooting

Troubleshooting

Points not awarded on an order

Check in order:

1. Member exists. Query wp_oloyalty_members for the order's user. If missing, the order had no logged-in user (guest checkout). Points are only awarded to logged-in members.
2. No prior earn for that order. Query wp_oloyalty_ledger for source='order' AND source_id=<order_id>. If a row exists, the earn already happened; the hook is idempotent.
3. Earn rule status. Open OLoyalty, Points and verify the order_placed rule is active. Drafts and disabled rules return zero points.
4. Caps and exclusions. A daily or monthly cap on the rule can short-circuit the award. Likewise excluded products/categories.

Tier not updating after a purchase

The order needs to transition to completed or processing for the tier evaluation to run automatically. If you set the order to a custom status, hook OLoyalty_Tiers::evaluate_member($member_id) from your own code. Or trigger Members, Bulk actions, Recalculate tier from the admin.

Gift card stuck in pending

Two causes:

• Scheduled delivery. delivery_at is in the future. Wait for the oloyalty/giftcards/scheduled-deliver Action Scheduler hook to fire (daily by default).
• AML review. The amount equals or exceeds giftcards.aml_threshold. Check the audit log for a giftcard.aml_review entry and approve manually from OLoyalty, Gift Cards.

Referrals all going to flagged

The fraud-score threshold is too low for your traffic shape. Open OLoyalty, Settings, Referrals and raise the threshold, or whitelist specific IPs/email domains in the fraud signals config. Existing flagged referrals can be approved one by one from OLoyalty, Referrals.

Referral cookie missing

The oloyalty_ref cookie is HttpOnly and SameSite=Lax with a 30-day TTL. If users land on the referral link inside an iframe or a tab with strict cookie blocking, the cookie may not survive. Test with a clean browser session and confirm the cookie sets on first visit.