I made a purchase but no points were added. Why?
Points are added automatically for eligible orders placed while you’re logged in. If you don’t see them, the most common reasons are:
Common reasons points don’t post
You paid with points on that order.
Orders paid with My EP Rewards do not earn additional points.
You weren’t logged in (guest checkout).
If you weren’t signed in, the system had no account to credit.
What to do next
If you believe you should have earned points, submit a support ticket with:
- Your full name
- Your account username/email
- The order number that wasn’t credited
- (Optional) a screenshot of your order confirmation
Our team will verify eligibility and, if appropriate, add the missing points to your balance.
Helpful notes
- Points are earned on the product subtotal only (shipping and taxes don’t earn points).
- Make sure you’re logged in before checking out so points can be tracked to your account.