Most points sync automatically once a day, so a delay of up to 24 hours between an activity and the balance update is expected. Some activities require manual review and may take longer than the usual 24-hour automated sync. Before reporting missing points, check Activity and the requirements under Collect points. If a specific activity is still not showing after that, this article covers the most common reasons.
The Rewards page won't load
Refresh the page and try again. If you see a server error, wait 30 seconds before retrying. If your session has expired, sign in again.
About email matching
Your Hospitable login, Community login, and Rewards email addresses are the same; that part is handled for you. Email mismatches can occur when you use a different email address with external tools, such as when completing a survey or joining a Town Hall.
If you registered for any of those with a different email than your Hospitable login, we won't be able to match the activity to your Rewards balance. To make sure your activity is matched correctly in the future, use your Hospitable login email whenever you use an external tool (for example, when registering for an event or completing a form).
Points from the community activity are not appearing
Community points reward thoughtful contributions that help other hosts. Posts and replies need to be relevant and useful to qualify, so very short, off-topic, repeated, or low-effort content may not collect points.
Points from the event are not appearing
Event points may be missing for one of these reasons:
You attended for less than 30 minutes (or less than 80% of a shorter event)
An AI notetaker joined instead of you; bots don't count as attendees
The email you used to register in Zoom or Contrast doesn't match your Hospitable login email
Points from a product milestone are not appearing
Product milestone points may be missing for one of these reasons:
Your subscription is inactive or your trial has ended
The milestone isn't available for your plan or country
The milestone requires a feature to remain enabled for 30 consecutive days (this applies to Dynamic Pricing, smart locks, smart thermostats, and AI auto-replies)
Points from other submissions are not appearing
Submission points may be missing for one of these reasons:
You used an email address that doesn't match your Hospitable login email
Your submission is still being reviewed by the Hospitable team
The survey wasn't marked as eligible. Only surveys announced as eligible for points in a Community post collect points
Points from an Instagram Story are not appearing
The Story doesn't show the Paid Partnership label and #ad (or "Publicité" or "Collaboration commerciale" in France), or the disclosure isn't visible without tapping through
The Story doesn't tag @hospitable_com
You've already collected points for a Story this calendar month
We're still reviewing it
Points from a G2 review are not appearing
The review wasn't submitted through the G2 link on Rewards, so we can't match it to your account
G2 is still verifying the review
You've stopped collecting points
You can hold up to 30,000 points at a time. If you've reached that limit, new activity won't collect points until you redeem.
Points were removed or a redemption was declined
We may withhold or remove points, decline a redemption, or recover cashback applied in the past 12 months if points were collected through fake accounts, automated activity, coordinated point-farming, or by working around the limits.
A person always reviews these decisions, and we'll tell you why where we can. If you think we got it wrong, click Reach out on your Rewards Home page and ask us to take another look.
You can't redeem a reward
Check your points balance and the reward's requirements
Cashback requires an active Hospitable subscription
Rewards marked Coming soon aren't available yet
You've already redeemed cashback this calendar month
The cashback amount is below the $5 minimum
Each activity collects points once. Two separate workshops on the same day collect points for both, but watching the same workshop live and then again on replay only earns points once.
Still having trouble?
Click Reach out at the bottom of your Rewards Home page to submit a report. Choose the relevant category and tell us what happened.
For missing points, include the activity, its date, and any relevant link
For technical issues, include the error message and what you were trying to do
If you can't access the form, email [email protected].