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Customers may not receive birthday points if they don’t meet the criteria of the reward. You can use Smile Admin to view (but not edit) a customer’s birthday and points history to determine whether points were awarded and why they may not have been.
Tip: To review how and when birthday points are awarded - and to understand Smile’s built-in security measures - read our guide on understanding birthday points.

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Why birthday points may not be awarded

If a customer did not receive birthday points, Smile Admin can help you identify the cause. The three most common reasons are:
  1. Time zone delay: Birthday points are issued at approximately 12 AM EST on the customer’s birthday. However, it may take time for all birthday points to be processed. If you are outside of the Eastern time zone, points may appear later in your day.
  2. The date was entered too close to the birthday: Customers must enter their birthday at least 30 days in advance to receive birthday points that year.
  3. They have already earned birthday points - If a customer has already earned birthday points within in the past 365 days they will not receive them again until the next year.

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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:
  1. In Smile Admin, navigate to Program > Customers.
  2. Search for the customer’s name or email.
  3. Click on the customer you’d like to view.
  4. 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.

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Review a customer’s points history

To view a customer’s previous points earnings and determine if they have already earned birthday points in the last 365 days:
  1. In Smile Admin, navigate to Program > Customers.
  2. Search for the customer’s name or email.
  3. Click on the customer you’d like to view.
  4. In the Activity card, review the customer’s activity to see if they have previously earned birthday points, and when they were earned.