Error: "Unable to process your redemption request"

[TomS704194]

For almost two weeks now, I've been getting the "Unable to process your redemption request" error whenever I try to play an Instant Win game or redeem a reward with points.

Can you please look into it?

Thanks.

[SomeSwimmer]

They said the exact words to me. 

[BrandonB608299]

Same issue. Tried everything like clearing cache, cookies, using a different computer etc, Nothing worked. This seems to be more of a server side issue. 

For me this issue started after I redeemed the Baby Depot gift card on Sep 7th.  Normally, I receive the gift cards by email with a few minutes. This particular one took several days, which seems to indicate that something went wrong at your end. In addition, I have not been able to use my points to redeem anything since that day. 

[AiyanaA89398]

same here....exactly after baby depot redemption....it's been messed up ever since

[MarcS494910]

Me too. Please resolve! 

[MarcS494910]

Its been 8 weeks. AARP called me and assured me that this was being escalated. Sure! The probelm still exists. Their information systems are IMPOSSIBLE! 

[AARPConsumerCare]

I am sorry to hear you are having trouble redeeming your points. I would like to invite you to reach us via Help Chat so a member of our team can troubleshoot and assist you with this issue further. You can reach us at this link: https://help.aarp.org?cmp=SNO-LITHIUM---&socialid=14555726488. If you would prefer, you can reach us by phone at 1-888-687-2277 - Caleb G. 

[SomeSwimmer]

I reached out with the help chat and still have the transcript.  Still no resolution..

[jserramcorder]

same old canned answers.  I just had a very long chat that got nowhere, saying the canned letter I got last week came within the five days.  I guess now they start the clock again for another 5 days...

[AARPConsumerCare]

@SomeSwimmer I'm so sorry that you have not received the help you were seeking. Please send us a private message with your full name, mailing address and email address, so we can locate your account and escalate if needed. You may need to enable your private messages, here is an article with steps to do that: https://aarp.info/47hWcl7  - Janelle M.

[SomeSwimmer]

I did that on November 1 and was told that they would escalate.  If so many people are having this issue why has it not been fixed?  I tried to redeem an e-card to send to a Veteran yesterday and I can’t even do that.  

[AARPConsumerCare]

@SomeSwimmer I understand what you're saying. It takes up to 3-5 days to hear back from our team handling your escalation. We are working hard to fix the issues as they are reported by our members. Since the timeframe has passed, and you have not heard back from our team, we should follow up on the status of your escalation. I sent you a private message, so I can get the details needed, I look forward to speaking with you!  - Janelle M.

[AARPJanelleM]

@BrandonB608299 Got it. Thanks for that info. I was able to escalate this to our team for further assistance. You can expect to hear back within 3-5 business days. 

[AristotleOfGreece]

my account is still locked. Unable to redeem my points!

[AARPConsumerCare]

Hi @AristotleOfGreece, I've sent you a private message about your escalation. Thank you. - Diana G.

[JoshuaT525984]

Ditto. No follow up. No contact. This is ridiculous. Locked out the first day I logged in and haven’t been able to use it. 

[AARPConsumerCare]

I'm sorry you're receiving that error when trying to redeem your points, @JoshuaT525984. Please send us a private message with your name and address, and we can take a look at your rewards account to see why you might be receiving the error. If we have previously escalated this for you, we can check your escalation for any updates. Visit https://aarp.info/47hWcl7 for directions on how to enable private messages. Thanks for reaching out to us!

Brandon C.

[JoshuaT525984]

As shared several times (it doesn’t seem my replies get read) my ability to use private messages shows “Access denied” yes this entire thing is so messed up that I can’t get help through the method every single rep asks me to use. How is your IT this screwed up? 

[11320cs]

Can you check my escalation for any updates as you told @JoshuaT525984?  I have received no updates.  Day 29 without being able to redeem!

[AARPConsumerCare]

@11320cs We sure can! Please send us a private message with your email address, so we can check on it.  - Janelle M.

[JoshuaT525984]

Ditto. Zero help. No follow up from chats. Now a month out. 

[robin24]

You need to private message them, chat with their bot, chat with their human, call them on the phone, and then lather, rinse, repeat. 

[JoshuaT525984]

I text them for the third time today. They scolded me for not waiting 5 business days from my last message. It’s been 6

since the last message and a month since my account started failing. It’s funny, I can sign up for insurance, get newsletters and spam but NOT use rewards. My wife said unless they fix this in the next two weeks, we are not renewing. Clock is ticking. 

[AARPConsumerCare]

I understand your frustration with not being able to use your points, @JoshuaT525984. Please send us a private message with your name and address, and we'd be happy to check on any updates for your escalation. We appreciate your being a member and participating in the AARP Rewards program.

Brandon C.

[BtW751689]

They seem to want you to wait the full 5 days even if all they do is reply that they are working on it and then the clock starts over.  If the shoe is on the other foot and enough members say you have this much time or it is bye bye maybe they will reconsider.  It does seem like too many members have been affected and of course every problem is unique but can it be that hard to tell us what the heck we are violating or frauding or scamming them of?  Since there are so many maybe just reset everyone to zero, say ok now we are ALL starting over because we don't know how to address this anymore but now if you fraud us because you signed some phony clause that says we can suspend you without telling you why just because we think there is fraud but we are not going to tell you, so let everyone have a clean slate.  And if their system because they are not aware of the glitches or if in fact there are ways to cheat, well FIX it on your end AARP.

[jserramcorder]

And expect nonsensical generic answers where they ignore you , ghost you, or act like they care and get you all excited it will be fixed only to never tell you what you did just that you did not follow the rules and too bad so sad.  If all the members affected cancelled their accounts….btw did you see their recent newsletter where they expounded on how many times they did all these good things in 2024 or how many members completed this many activities, how about how many members had problems still unresolved, how many members quit, how many members sought help for reward related queries but got that same canned answer saying follow the rules?  I doubt we will see any of those achievements listed here.

[PaulineC593962]

Yes, that's true I also redeemed for a Baby Depot card. Maybe that's the reason. It's definitely not on my end.

[AARPJanelleM]

@PaulineC593962 I see you are still waiting to hear from our escalations team, Pauline! I went ahead and sent this to the next level of support for assistance as soon as possible. Please let me know if you experience any further issues with the site. 

[PaulineC593962]

Any progress on this? No word from anyone.

[AARPJanelleM]

@PaulineC593962 Your escalation case is actively being worked on by our team. You can expect another email from a representative with updates soon!

[PaulineC593962]

It's the 27th and still no assistance. Can I have the direct line to an actual person in charge?