Changing the maximum number of points a contact can hold
Every loyalty program has a maximum points balance: the most points a single contact can hold at once. It's a cap on the balance, not on a transaction. There's no limit on how many points one purchase can earn, as long as it doesn't take the contact over the maximum.
New accounts start with a maximum of 10,000 points. You can raise or lower it yourself.
Change the maximum
- Click the settings icon at the top right, then select Loyalty under Functionalities in the menu on the left.
- In the Details section, click Edit details.
- Change Maximum amount of points allowed.
- Click Save changes.
The maximum can be anything from 1 to 999,999. It can't be switched off, so if you don't want it to get in the way, set it to 999,999.
What happens when a contact reaches it
A transaction that would take a contact over the maximum is refused as a whole. The contact doesn't get the part that still fits: they get no points for that transaction at all.
- Purchases and orders earn that contact no points.
- Automations, campaigns and tier milestones that give points skip that contact.
- Points issuances show that contact as Failed on the run, with the reason, and the other recipients still get their points.
- Points you assign by hand on the contact profile are refused.
The contact starts earning again as soon as their balance drops below the maximum, for example after they claim a reward.
If contacts suddenly stop earning points and nothing else changed, check whether they're sitting at the maximum. Raising it fixes future transactions only. Points that were refused earlier aren't added afterwards, so add those by hand if you want to make up for them.
Lowering the maximum
Lowering it doesn't take points away from anyone. A contact who's already above the new maximum keeps their balance, but can't earn more until spending brings them below it.
Other balances have their own maximum
This setting only covers loyalty points. A prepaid balance and a gift card each have a separate maximum, set in their own settings.