Why Did My Loyalty Points Expire or Disappear?
browse
There are several reasons why your Encore Loyalty Points may no longer appear in your account. Here’s a guide to help you understand what might have happened:
1. Expiration Policy
Encore Loyalty Points earned within a calendar year will expire on 30th September of the following year. For instance:
- Points earned between 1st January 2023 and 31st December 2023 will expire on 30th September 2024.
- Points earned from 1st January 2024 to 31st December 2024 will expire on 30th September 2025.
If your points were earned in a previous calendar year and were not redeemed before 30th September of the current year, they will have expired.
2. Non-Qualifying Transactions
Points are only awarded on qualifying purchases. Some transactions, such as the purchase of gift cards or alcohol, do not earn points. Make sure to check that the transaction in question qualifies for points.
3. Account Activity
If you have multiple Encore accounts or recently updated your account details, it’s possible that points may appear on a different account or have not yet transferred. Please verify that you are logged into the correct Encore Loyalty account.
4. Delayed Points Allocation
Certain bonus points, such as those for sustainable purchases or birthday bonuses, may take additional time to process:
- Birthday Bonus Points: May take up to 30 days to appear.
- Sustainable Edit Bonus Points: May take up to 7 days to be added.
If it has been longer than the expected timeframe and your points have not appeared, please reach out to us for assistance.
5. Monitoring Your Points Balance
To avoid losing points to expiration, we recommend keeping track of your points balance regularly:
- In-store: Ask our staff at any till for your current balance.
- Online: Visit the "My Loyalty" section of your account on our website.
- App: Check your points balance in the Brown Thomas app under "My Account".