Missing or pending reward points: what to check
Understand the difference between missing, pending and available points, check offer tracking, and prepare a useful support request.
First check whether the reward is missing or pending
A pending reward has been recorded but is still clearing. It is different from an offer completion that has not appeared at all. Open Wallet activity and the clearing schedule to see the status and release date for recorded points.
Holding periods vary by partner and reward. Use the date shown in your Wallet rather than assuming every offer clears on the same schedule. Partners can also reverse completions, including after a purchase is refunded.
Check the original offer requirements
Confirm that you completed the exact milestone before its deadline and met any new-player, country and device requirements. Starting an offer through Volcano Rewards is necessary for the partner to associate your activity with your account.
A prior installation, a missed step, or a VPN or blocker interfering with tracking can prevent credit. Reinstalling an app or creating another account does not establish eligibility and may make the issue harder to investigate.
Allow time for the partner to report
Some partners take up to 72 hours to report a completion. Check your Wallet again during that period. If the offer has its own reporting instructions, keep those with your screenshots.
Featured offers that ask you to claim a step do not report automatically. Open the offer, submit the required screenshots, and check the claim’s review status. Repeating the task does not replace submitting a claim.
Send support the evidence needed to investigate
If a partner reward has still not appeared after 72 hours, contact support from the email address on your Volcano Rewards account. Include the offer name, when you started, the milestone completed, when you completed it, and screenshots of the requirement and result.
Do not include passwords, verification codes or full payment card details. Keep the original screenshots until the issue is resolved. Support can investigate with the partner, but a completion must meet the offer’s eligibility and tracking conditions to qualify.
If a cashout is still processing
A cashout request reserves its points while approval and delivery are underway. Those points are no longer available for another request. Check the payout status in your Wallet and the reward email, including your spam folder.
Cashout processing is separate from the holding period on newly earned points. Contact support with the request details if you need help understanding its status.
Next steps
Browse games and offers and surveys, or read about cashing out your rewards.
Need help? See the FAQ, contact support, or explore all earning guides.