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

[a170760g]

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, Andy

Thanks,

Andy

[a170760g]

There are a lot of technical problems with the site today, but although the same error appeared at first, I now only get system errors. Some redemptions are working after several tries with each try giving this error, "Sorry, we are experiencing longer than expected delays in your point redemption. Please check your transaction history in a couple of minutes to confirm if your redemption was successful. Thank you for your patience."

[KatieK813364]

Issue came back again. "Unable to process your redemption request" everything was working last few days.

[AARPConsumerCare]

@KatieK813364  Let's look into that! Please reach out in a private message with your email address and the activity you were doing. Thank you!  Jodee R. 

[r767831w]

Oh and @KatieK813364 , be prepared to wait the 3-5 business days they're going to tell you they need, and then when you don't hear back from them, be prepared to waste your time contacting them all over again, and then be prepared to be told that they'll need another 3-5 business days, and then . . . well basically rinse and repeat forever.

[BtW751689]

and then having your account deactivated but won't talk to you to tell you why!

[RenateW69623]

I wonder if anyone has actually got this fixed.  Maybe there is somebody who did, but just hasn't commented on any of these posts. Sounds like your fixed worked for a few days, which was a little better than my fix which only lasted for one day.

[VanessaH806096]

I am still having the same issue. It's been more than 5 business days and no one contacted me about it. 

[jserramcorder]

They suggested I might not be following the rules.  Apparently this is their new standard line as others are also getting this canned reply.  Of course the upcoming three day maintenance has NOTHING to do with this nor did the unexpected maintenance a week ago.  My renewal is coming up, may have to reconsider…

[robin24]

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 ...

[KatieK813364]

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

[RandyK116611]

Same issue for me for the past few days.

[AARPConsumerCare]

@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.

[r767831w]

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.

[AARPConsumerCare]

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

[Nadja7]

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?

[AARPConsumerCare]

@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.

[jserramcorder]

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.

[VanessaH806096]

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.

[AARPConsumerCare]

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.

[a170760g]

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

[a170760g]

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!

[Nadja7]

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?

[jserramcorder]

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.

[SeanK1]

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

[AARPConsumerCare]

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

[SeanK1]

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

[a170760g]

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

[a170760g]

Update: I did not receive any help on this within 5 business days. I contacted a service rep in chat who looked it up & saw no updates in their system. They put a note in the escalation & now I have to wait another 5 business days for an answer. Wow, this is frustrating!

Has anyone had their account fixed?

[AARPConsumerCare]

I apologize for the delay and the frustration this has caused, @a170760g. Our escalations team is still working on it and will reach out with updates as soon as possible. We appreciate your patience. - Daniela R.