topic Re: Redemption causes this error, "Unable to process your redemption request" in Redemption

Redemption causes this error, "Unable to process your redemption request"

a170760g — Wed, 30 Oct 2024 21:23:01 GMT

This occurs on 2 different browsers & the app on my Android phone. It occurs for both Sweepstakes & Instant Win items. Error is: "Unable to process your redemption request".

Repro:

1. Go to redemptions page

2. Click on an "Instant Win" - also true for Sweepstakes item with similar steps

3. Click on "Redeem and Spin"

4. Error given is "! Unable to process your redemption request" - see attached snippet

This happens for all "Instant Win" & Sweepstakes items I have tried.

Several other people are having this issue, see posts where the date is 10-30-2024: https://community.aarp.org/t5/Redemption/Error-quot-Unable-to-process-your-redemption-request-quot/m-p/2575136

Thanks, Andy

Thanks,

Andy

Re: Redemption causes this error, "Unable to process your redemption request"

Nadja7 — Wed, 30 Oct 2024 21:35:18 GMT

I am unable to play instant win games as well!

Re: Redemption causes this error, "Unable to process your redemption request"

SeanK1 — Thu, 31 Oct 2024 01:43:09 GMT

Same here

Re: Redemption causes this error, "Unable to process your redemption request"

jserramcorder — Thu, 31 Oct 2024 05:02:50 GMT

When I chatted with AARP this morning about it, they said they would put in a ticket and it may take 5 days to resolve! And to top it off, they said it was an issue with my account! I asked them if others reported this, of course the answer was no. Here is my ammunition for my Follow-up call tomorrow morning. And the new month and new awards are less than 24 hours away…

Re: Redemption causes this error, "Unable to process your redemption request"

a170760g — Thu, 31 Oct 2024 12:01:12 GMT

Thanks for putting a ticket in on this!

Re: Redemption causes this error, "Unable to process your redemption request"

RenateW69623 — Thu, 31 Oct 2024 12:10:17 GMT

Same problem for me. But if it is our accounts that are screwed up, everyone who has this problem may need to have a ticket created to fix it (assuming they even can fix it).

Re: Redemption causes this error, "Unable to process your redemption request"

shamit — Thu, 31 Oct 2024 12:54:40 GMT

You can add me and my husband to the list of people unable to play the instant wins or enter the sweepstakes. And we are on different computers and different browsers.

As always it isn't a problem with their site. They always blame us. Sure seems as though there are a lot of accounts with the same problem, all at the same time.

Re: Redemption causes this error, "Unable to process your redemption request"

KatieK813364 — Thu, 31 Oct 2024 14:36:02 GMT

Count me as well.

Re: Redemption causes this error, "Unable to process your redemption request"

a170760g — Thu, 31 Oct 2024 18:28:59 GMT

I just put in a service request through Chat for this. It has now been escalated - as someone said, that's an up to 5 business day wait. If people can put in some more chat requests, that likely will help. Feel free to copy my repro steps, et al.

-Andy

Re: Redemption causes this error, "Unable to process your redemption request"

dv48813549 — Thu, 31 Oct 2024 18:54:26 GMT

same

Re: Redemption causes this error, "Unable to process your redemption request"

AARPConsumerCare — Thu, 31 Oct 2024 20:10:17 GMT

@Nadja7 So sorry to hear this is happening! Are you getting the "Unable to process your redemption request" error? I sent you a private message to look into this further. I look forward to hearing back from you! - Janelle M.

Re: Redemption causes this error, "Unable to process your redemption request"

Nadja7 — Thu, 31 Oct 2024 22:04:29 GMT

Yes, I just saw the private message.

Re: Redemption causes this error, "Unable to process your redemption request"

Nadja7 — Thu, 31 Oct 2024 22:06:40 GMT

If everyone having the same issue respond to this topic thread, we can get an idea how many people this really is affecting. Is it just a handful?

Re: Redemption causes this error, "Unable to process your redemption request"

SeanK1 — Thu, 31 Oct 2024 22:08:06 GMT

I got a reply via email this afternoon, but they acted like the issue was fixed which it isn't.

Re: Redemption causes this error, "Unable to process your redemption request"

jserramcorder — Fri, 01 Nov 2024 16:07:16 GMT

I was asked to call them and verify my account which I did, they said they think my account was locked from redeeming (I can still earn). Perhaps more tomorrow. It is still saying same message.

Re: Redemption causes this error, "Unable to process your redemption request"

SeanK1 — Thu, 31 Oct 2024 22:14:42 GMT

I replied, but I'll give them a call tomorrow too.

Re: Redemption causes this error, "Unable to process your redemption request"

AARPConsumerCare — Thu, 31 Oct 2024 23:20:26 GMT

I can understand your frustration, @shamit. Please check your private message, I'd like to take a look into this for you. - Diana G.

Re: Redemption causes this error, "Unable to process your redemption request"

a170760g — Fri, 01 Nov 2024 05:03:44 GMT

I just completed the Extra Credit items for Nov. 2024 (with the usual fails on giving points for things completed) and I cannot get any gift cards! Same error for them as indicated above. Also, it took 50+ tries just to get the gift card to come up for trying to redeem without an error. This is so frustrating!

Re: Redemption causes this error, "Unable to process your redemption request"

VanessaH806096 — Fri, 01 Nov 2024 10:56:09 GMT

I'm really frustrated with the situation. I was told there was a technical difficulty, yet I’ve missed out on all the gift cards this month. My mother was able to redeem her points without any issues, so I don’t understand why I’m having trouble. Who do I need to contact to resolve this issue? Clearly, the chat support isn’t helpful. This isn’t fair, and I need to know how it’s going to be fixed.

Re: Redemption causes this error, "Unable to process your redemption request"

a170760g — Fri, 01 Nov 2024 13:44:19 GMT

Hi,

Sorry to hear you're having the same issues. You can call or chat to get a service rep to help you. They need to create a service request (ticket) escalating to a specialist. The first person you talk to likely cannot actually resolve this for you. Unfortunately, they don't appear to know what this problem is.

Best to you, Andy