Why didn't my customer get points for their order? (Essential Loyalty app)

Work through this list. The most common reasons are at the top.

1. The order is not paid. Points are awarded when the order is paid. Pending, unpaid, cancelled, and test orders do not earn points.
2. The program or the action is off. Check that the loyalty program is on, the app embed is on the live theme, and the Place an order action is enabled.
3. An excluded product or customer. Check Settings → General for excluded product tags and customer tags. If every product in the order is excluded, no points are awarded.
4. The monthly order limit is reached. On the Free plan, earning pauses when the limit is reached. Check your plan under Billing.
5. POS orders. POS orders earn points only if POS is included as an order source (Settings → POS).
6. The customer was not logged in. Points can only be attached to a customer account. Guest orders from customers who are not logged in may not be matched.
7. A delay. Orders are processed in the background. Wait a few minutes, then check the customer's activity again.

If the order still doesn't show points after these checks, contact support with the order number.