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Periodic Contributor

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

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...

 

Thanks, AndyRedeem Instant Win Error.JPG

 

Thanks,

Andy

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Regular Contributor

Maybe we have to contact Merkle ourselves, which is their sweepstakes/instant win administrator. We are only getting bot answers from AARP. Let me check your account ...

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Periodic Contributor

Sad that we lost access to redeem for the extra credit gift cards.

Newbie

Same issue for me for the past few days.

Community Concierge

@RandyK116611 Thank you for letting us know! Let me check on your account. Please send me a private message with your full name, mailing address and email address, so I can look into your account. You may need to enable your private messages first, here is an article with steps to do that: https://aarp.info/47hWcl7.  - Janelle M.

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Regular Contributor

Why do the reps here keep responding to individual messages as though this is an isolated problem specific to certain people?  There are dozens of messages about this!  The same thing is happening to me.  Obviously something is wrong centrally, and it needs to be fixed from there, not through individual accounts.

Community Concierge

I can understand your frustration, @r767831w. We're investigating the cause of this issue. Please check your private messages. Thank you. - Diana G.

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Regular Contributor

Just when you think it can't get worse, it does.  Cannot redeem for gift cards! UGH!!!

How many of you are having this problem?

 

Community Concierge

@Nadja7 I'm sorry you're still having this issue. We will need to look into your account and create an escalation for our designated team to assist if needed. Please respond to my private message when you have a moment, and I'll be able to investigate this further.  - Janelle M.

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Super Contributor

Janelle, if you are on the help team please make it so all not just one affected members can pm you or better yet you can contact all of us.

Regular Contributor

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.
Community Concierge

Hello VanessaH806096, I'm so sorry to hear you're having issues with redeeming your AARP rewards points and receiving those errors. You can chat in with us to take a look at your AARP rewards account to see what the issue is. You can also call AARP Rewards directly at 1-866-451-6305. I apologize for the inconvenience. -Stephanie M.

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Periodic Contributor

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

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Periodic Contributor

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!

Regular Contributor

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?

 

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Super Contributor

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.

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Trusted Contributor

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

Community Concierge

@SeanK  I understand the frustration! I've sent you a private message. Thank you!  Jodee R.  

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Trusted Contributor

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

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Periodic Contributor

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

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Periodic Contributor

Count me as well.

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Bronze Conversationalist

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.  

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Community Concierge

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

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Super Contributor

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…

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Periodic Contributor

Thanks for putting a ticket in on this!

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Conversationalist

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).

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Regular Contributor

         I am unable to play instant win games as well!

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Community Concierge

@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.

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Regular Contributor

Yes, I just saw the private message.

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Trusted Contributor

Same here

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