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Frequently Asked Questions

Find answers to common questions about the Rewards Platform.

General Questions​

What is the Rewards Platform?​

The Rewards Platform is an employee recognition system that allows you to recognize colleagues, earn points, and redeem rewards.

Who can use the platform?​

All active employees in your organization have access to the platform.

Is there a mobile app?​

Yes, the platform is fully responsive and works on mobile browsers. Native apps may be available depending on your organization.

Points & Allowances​

How many points do I get each month?​

Your monthly allowance is set by your administrator. Check your profile or the recognition dialog to see your current allowance.

Do unused points roll over?​

No, unused points from your monthly allowance expire at the end of each month.

Can I give myself points?​

No, you cannot recognize yourself. Points must be given to colleagues.

What's the difference between my allowance and my balance?​

  • Allowance: Points you can give to others each month
  • Balance: Points you've earned and can redeem for rewards

Recognitions​

How do I recognize someone?​

Click the recognition input box on the dashboard, select a recipient, choose a value, write a message, assign points, and click "Give Points".

Can I edit a recognition after posting?​

No, recognitions cannot be edited once posted. Double-check before submitting.

Can I delete a recognition?​

Only administrators can delete recognitions. Contact your admin if needed.

Who can see my recognitions?​

All recognitions are visible to everyone in your organization.

Can I recognize multiple people at once?​

Currently, you can recognize one person at a time. For team recognition, mention multiple people in your message.

Rewards​

How do I redeem rewards?​

Browse the rewards catalog, select a reward, and click "Redeem" if you have enough points.

How long does delivery take?​

  • Digital rewards: Instant
  • Physical rewards: 2-4 weeks
  • Experiences: Coordinated with HR

Can I return a reward?​

Reward redemptions are generally final. Contact your administrator for special circumstances.

What if a reward is out of stock?​

Check back later or contact your administrator about restocking.

Quests​

How do I complete quests?​

Perform the actions described in the quest objectives. Progress is tracked automatically.

Do quests expire?​

Yes, quests have expiration dates. Complete them before they expire.

Can I redo completed quests?​

Some quests reset daily, weekly, or monthly. One-time quests cannot be repeated.

Technical Issues​

The platform isn't loading​

  • Check your internet connection
  • Clear your browser cache
  • Try a different browser
  • Contact IT support

I can't upload attachments​

  • Check file size limits
  • Verify file format is supported
  • Try a smaller file
  • Check your internet connection

Notifications aren't working​

  • Check your notification settings
  • Verify your email address
  • Check spam folder
  • Enable browser notifications

Account & Security​

How do I change my password?​

Go to Profile > Settings > Security > Change Password

I forgot my password​

Click "Forgot Password?" on the login screen and follow the instructions.

Can I have multiple accounts?​

No, each employee should have only one account.

How do I update my email?​

Contact your administrator to update your email address.

Privacy & Data​

Who can see my profile?​

All employees in your organization can view your profile.

Can I make my profile private?​

No, profiles are visible to promote transparency and connection.

What data is collected?​

The platform collects recognition activity, points transactions, and profile information.

Can I export my data?​

Contact your administrator for data export requests.

Getting Help​

Who do I contact for support?​

  • Technical issues: IT support
  • Platform questions: Your administrator
  • Account issues: HR department

Where can I find more help?​

  • Check the Troubleshooting Guide
  • Review relevant documentation sections
  • Contact your system administrator

Feature Requests​

Can I suggest new features?​

Yes! Contact your administrator with feature suggestions.

How often is the platform updated?​

Updates vary by organization. Check the release notes for information.

Best Practices​

How often should I give recognitions?​

Aim to recognize colleagues regularly - at least a few times per month.

What makes a good recognition?​

Be specific, timely, and genuine. Describe what happened and why it mattered.

Should I use all my points each month?​

Yes! Points don't roll over, so use your full allowance to maximize recognition.

Still have questions? Contact your system administrator or check the Troubleshooting Guide.