# My customer is missing points. What should I do?

If a customer reports missing points, please follow these steps to assist them:

1. **Allow time for points to appear:** Points are typically awarded within one hour of the transaction. However, in some cases, it may take up to 48 hours for points to appear in the customer's account. 
2. **Verify email address:** Ensure the customer is logging into Perkville using the same email address that is registered with your business. Points are automatically sent to Perkville accounts associated with the email address on file.
3. **Attendance points:** If points are missing for attendance, confirm that the customer was checked into the class or appointment at your business.
4. **Purchase points:** For missing points related to purchases, ensure that the transaction was properly linked to the customer's account at your business.
5. **Unique email address:** If the customer shares an email address with someone else who frequents your business, this can interfere with points being added. Each customer should have a distinct email address registered with your business.
6. **Membership requirements:** Some locations may require an active membership to earn points. If the customer recently signed up for a new membership, allow up to 24 hours for the membership information to sync with their account.
7. **Location Participation:** Verify if your business location participates in the rewards program. Points can only be earned at participating locations.
8. **Expiring points:** If the user's points exists but are expired, troubleshoot the issue with [this guide](/faqs/points/why-did-my-customers-points-expire.md).

**Adding points:** If you need to add points to a customer's account but only have Front Desk permissions, please contact another staff member at your business who has [Employee or Admin level permissions](broken://pages/j1x1dC8nypRN1FPM2gSZ) to assist with adding points. Staff members with Employee or Admin level permissions can give a customer points on the [customer profile](broken://pages/lbkFpUWedwL4VjsAIwfe). 


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