🛒 Supported on all platforms
💳 Available on all plans
👤 Accessible to all roles
Customers may not receive birthday points if they don’t meet the criteria of the reward. You can see a customer’s birthday and points history in Smile Admin to troubleshoot if and when a customer received their birthday points.
✅ Tip: To review how and when birthday points are awarded, and learn more about security measures for birthday points, read our article on understanding birthday points.
Why birthday points are not awarded
If a customer did not receive their birthday points you can use Smile Admin to determine the cause. The three most likely causes are:
A timezone delay - Birthday points are issued at approximately 12 AM EST on the day of the customer’s birthday, however it can take time for all birthday points to be processed each day. If you are located outside of this timezone, birthday points may also not be added until later in your day.
The date was entered too close to their birthday - A customer must enter their birthday at least 30 days in advance in order to earn points.
They have already earned birthday points - If a customer has already earned birthday points in the previous 365 days they will not earn them again.
Review a customer’s birthday
To determine if a customer entered the date too close to their birthday, you can view a customer’s birthday and when they entered it into the Smile panel:
In Smile Admin, navigate to Program > Customers.
Search for the customer’s name or email.
Click on the customer you’d like to view.
In the Details card, review the customer’s birthday and the date they entered it into the Smile panel.
✅ Tip: If a customer didn’t earn birthday points you can choose to manually award them.
Review a customer’s previous points
To view a customer’s previous points earnings and determine if they have already earned birthday points in the last 365 days:
In Smile Admin, navigate to Program > Customers.
Search for the customer’s name or email.
Click on the customer you’d like to view.
In the Activity card, review the customer’s activity to see if they have previously earned birthday points, and when they were earned.