topic Re: Rewards page not working since Sept, 1st 2021 in AARP Rewards Connect

Rewards page not working since Sept, 1st 2021

a862639l — Mon, 13 Sep 2021 23:28:26 GMT

Has anyone else had problems earning or redeeming points for the past 2 weeks ?

Re: Rewards page not working since Sept, 1st 2021

a862639l — Tue, 14 Sep 2021 04:30:57 GMT

Anyone ????

Re: Rewards page not working since Sept, 1st 2021

AlanL775885 — Tue, 14 Sep 2021 09:15:27 GMT

Some videos failed to load, but no other problems for me.

Re: Rewards page not working since Sept, 1st 2021

AARPJanelleM — Tue, 14 Sep 2021 11:56:47 GMT

@a862639l We had a site outage that was resolved on September 1. Please try logging out of the site, clear your browser's cache and cookies, make sure your browser is up to date, and log back in. Our help article discusses accepted browsers and steps to complete this troubleshooting: https://help.aarp.org/s/article/site-issues

If the troubleshooting above does not resolve the issue, please let me know exactly what is happening when you try to earn or redeem. Are you getting an error message? Are you able to log in? etc. Thank you!

Re: Rewards page not working since Sept, 1st 2021

a862639l — Wed, 15 Sep 2021 01:48:41 GMT

NO, i was told today by a AARP rewards rep that there is a system wide outage that they are aware of. Very frustrating since i haven't been able to earn points since Sept, 1st

Re: Rewards page not working since Sept, 1st 2021

rharper10 — Wed, 15 Sep 2021 13:18:36 GMT

I am having the same problem since Sept 1 also. I have contacted them via Twitter. Their latest response is: "We are working to resolve this issue. You may try using an incognito window. If the issue persists, please try again later. We apologize for the inconvenience. -BW"

Using an Incognito window did NOT fix my problem.

Re: Rewards page not working since Sept, 1st 2021

rharper10 — Wed, 15 Sep 2021 13:40:52 GMT

AARP's reply to me letting them know Incognito didn't work: "Thanks for getting back to us. We will continue working to resolve the issue and apologize for the inconvenience. If I can answer anything about membership or benefits, I'm always here to help! -Brittney W."

Re: Rewards page not working since Sept, 1st 2021

rharper10 — Wed, 15 Sep 2021 21:36:45 GMT

I called today and talked to Mike in AARP Rewards. I was told this is a "known problem" and I should try it again later today or tomorrow. I should also "clear my history for the past 2 weeks" (because it worked so well the first time I did it). Sorry if I don't have a lot of faith in this "solution". ☹️

Re: Rewards page not working since Sept, 1st 2021

a862639l — Thu, 16 Sep 2021 03:14:38 GMT

I've been calling them everyday for the past week, very frustrating indeed, 14 days and they don't seem to have a fix for this is pretty lousy. I can log in to the rewards page but that's about it, no earning or redeeming is possible, keeps telling "my session has expired and please log in and refresh". All I know is that they will owe me lots of points once this is resolved since I can't earn my 7,500 daily max points.

Re: Rewards page not working since Sept, 1st 2021

rharper10 — Thu, 16 Sep 2021 12:54:27 GMT

And you really expect them to give you all those points when you consider how effective they have been fixing the problem in the first place? 😜 Thanks for keeping on them for a fix!

Re: Rewards page not working since Sept, 1st 2021

AARPJanelleM — Thu, 16 Sep 2021 14:29:22 GMT

@rharper10 We're looking into this issue further. I was able to create an escalation for you and you can expect to hear back from our designated team within 3-5 business days via email. Thank you.

Re: Rewards page not working since Sept, 1st 2021

AARPJanelleM — Thu, 16 Sep 2021 14:35:30 GMT

@a862639l Let's get to the bottom of this. I have sent your complaint about the site to our escalations team so they can look into your earn and redeem issues. Please allow up to 3-5 days for a response via email.

Re: Rewards page not working since Sept, 1st 2021

a862639l — Thu, 16 Sep 2021 15:35:51 GMT

This is the error I get for the past two weeks when trying to redeem points "We apologize for the inconvenience, your session has expired. Please login to proceed." Back around Sept 5th they did give me 3 days worth of max points (7,500 X 3)

Re: Rewards page not working since Sept, 1st 2021

rharper10 — Thu, 16 Sep 2021 17:28:59 GMT

Thank you for the escalation. Is this different than the escalation from 9/7?

Re: Rewards page not working since Sept, 1st 2021

AARPJanelleM — Thu, 16 Sep 2021 18:43:14 GMT

@rharper10 I sent you a private message with more info. You can find your community inbox when you scroll to the top of this page and find the "My Profile" button then locate the envelope to the left of that button. Click the envelope icon to be taken to your private messages.

Re: Rewards page not working since Sept, 1st 2021

cdetwiler — Mon, 20 Sep 2021 11:57:26 GMT

I called 9/13 said report was made usual 3-5 business days. Called back this am first was told no report made than was told Friday it was "escalated to a supervisor" another 3-5 days. If you do get an email for any reason it is an automated general response. So much for customer service. I'm paid thru 10-31 and after 14+ years will not renew. It is almost impossible to redeem monthly points so they "expire" Whole program screws their members. AARP = Another Associated Ripoff Program in my opinion.

Re: Rewards page not working since Sept, 1st 2021

a862639l — Mon, 20 Sep 2021 22:46:09 GMT

I wish AARP can give us a straight answer and not give us excuses !

Re: Rewards page not working since Sept, 1st 2021

a862639l — Mon, 20 Sep 2021 22:47:54 GMT

Any new updates on the rewards program being down ???

Re: Rewards page not working since Sept, 1st 2021

AARPJanelleM — Tue, 21 Sep 2021 12:25:47 GMT

@a862639l We recently discovered that the Rewards platform is experiencing an issue that is affecting some of our user profiles that enables them to login/access the Rewards website. We are working to resolve this error with an estimated completion date towards the end of September. We apologize for any inconvenience this is causing you while our team works to get it fixed as soon as possible.

Re: Rewards page not working since Sept, 1st 2021

rharper10 — Tue, 21 Sep 2021 15:57:40 GMT

I'm surprised the estimated completion date isn't "3-5 business days". Oh wait. End of September WOULD be about 3-5 business days. 😀