Missing Transactions or Rewards

Follow the steps below to troubleshoot missing transactions or rewards

In certain cases, a member's transaction or cashback reward may be "missing" from the Olive platform. Continue reading below for troubleshooting steps that you can try before escalating to Olive Support.

In This Article

1. Troubleshoot Missing Transactions
2. Troubleshoot Missing Rewards
3. Escalate to Olive Support

Troubleshoot Missing Transactions

To troubleshoot a missing transaction, check the following:

• The member is enrolled in a rounding and/or loyalty program. Members must be added to a program before Olive can start sharing transactions on enrolled cards. 
• The transaction occurred on an active, enrolled card after the card enrollment date. Olive only receives transaction data from the card networks after a card has been successfully enrolled. 

Troubleshoot Missing Rewards

To troubleshoot a missing reward, check the following: 

• The member is enrolled in a rounding and/or loyalty program. Members must be added to a program before Olive can start sharing transactions on enrolled cards. 
• The transaction occurred on an active, enrolled card after the card enrollment date. Olive only receives transaction data from the card networks after a card has been successfully enrolled. 
• The purchase was made at a participating merchant. Offers will only be valid at participating merchant locations, which are listed on the offer.
• The purchase occurred within the offer's start and end dates. Rewards are only earned during the period that an offer is active; this timeframe is listed in the offer details.
• Olive has merchant identifiers for the location that the purchase was made at. Olive uses merchant identifiers to match transactions to offers. Checkmarks on the Offer Detail page (like below) indicate that Olive has identifiers for the respective card network. 
  

Escalate to Olive Support

In rare cases, missing transactions/rewards may require further investigation. For example, this may be true if Olive's content provider(s) have misconfigured merchant identifiers.

If you still cannot locate the member's transaction or determine why a reward was not earned, please reach out to Olive Support by submitting a support request. Under "Request Type," select "Missing Transaction/Reward" and share the following information in the form: 

• Member ID
• Last 4 Digits of Card
• Offer ID (if applicable)
• Transaction ID (if applicable)
• Date & Time of Transaction
• Merchant Details (E.g., store name, address, any known external identifiers)
• Transaction Receipt (if available)