--- title: Why customers are not earning points for Magento V2? description: You might've noticed customers not earning points for transactions. What's causing this to happen? --- [Skip to content](https://support.kangaroorewards.com/knowledge/why-the-customers-are-not-earning-points-for-magento-v2#main-content) English Show submenu for translations [Customer portal](https://support.kangaroorewards.com/tickets-view?hsLang=en) ![Kangaroo-Rewards-App-Icon-BLUE-Oct-01-2025-07-47-23-2450-PM.png\]](https://support.kangaroorewards.com/hs-fs/hubfs/Kangaroo-Rewards-App-Icon-BLUE-Oct-01-2025-07-47-23-2450-PM.png?height=40&name=Kangaroo-Rewards-App-Icon-BLUE-Oct-01-2025-07-47-23-2450-PM.png) Open main navigation Close main navigation - English Show submenu for translations - [Customer portal](https://support.kangaroorewards.com/tickets-view) - [Visit Our Website](https://loyalty.kangaroorewards.com/) [Visit Our Website](https://loyalty.kangaroorewards.com/) How Can We Help? - There are no suggestions because the search field is empty. 1. [Help Center](https://support.kangaroorewards.com/knowledge?hsLang=en) 2. [Kangaroo Apps](https://support.kangaroorewards.com/knowledge/kangaroo-apps?hsLang=en) 3. [Magento V2](https://support.kangaroorewards.com/knowledge/kangaroo-apps?hsLang=en#magento-v2) # Why customers are not earning points for Magento V2? ## You might've noticed customers not earning points for transactions. What's causing this to happen? *How things are set up, or changes made to set up in Magento V2 or in the Kangaroo business portal, can often explain why customers aren't earning points.* Below are some of the most common reasons. - The business made a category or a product point exempt through the **A La Carte** section in the **Kangaroo business portal**. - The business adjusted the **rule customers can refund within x days** in the **Kangaroo business portal** in **Settings** in the **Earning and Redeeming** section. If the value isn't zero (0), the customers will have to wait until the mentioned days have passed so the points are rewarded. For example, if it was 5 days the customers should wait five days to earn the points. ![](data:image/png;base64,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) - The transaction Status is Magento V2 must be **Completed** so the customer earns points. - The customer might be using another identifier (email/phone number). **If none of the reasons mentioned above are applicable, please reach out to a support agent with the Sale ID so they can look into it.**  - [Kangaroo Apps](https://support.kangaroorewards.com/knowledge/kangaroo-apps?hsLang=en#main-content) - [Amazon - Partner Reward](https://support.kangaroorewards.com/knowledge/kangaroo-apps?hsLang=en#amazon-partner-reward) - [Email Apps](https://support.kangaroorewards.com/knowledge/kangaroo-apps?hsLang=en#email-apps) - [Shopify](https://support.kangaroorewards.com/knowledge/kangaroo-apps?hsLang=en#shopify) - [BigCommerce](https://support.kangaroorewards.com/knowledge/kangaroo-apps?hsLang=en#bigcommerce) - [WooCommerce](https://support.kangaroorewards.com/knowledge/kangaroo-apps?hsLang=en#woocommerce) - [Magento 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