Unable to process redemption request

[Bill842693]

System will not let me redeem rewards to enter any sweepstakes or instant wins. Just gives me an “Unable to process redemption” notice.  I got on chat twice, and both times was told they would escalate to someone to resolve issue and that AARP would contact me.  So far, nobody has gotten back to me, and I still cannot redeem rewards points to enter sweepstakes or instant wins.  I am new to AARP and am very disappointed.  Very frustrating. 

[MichaelH852670]

Me too! Started failing yesterday. I was hoping it was something new they broke and it would be fixed soon. Doesn't sound like it. Time to contact support and hope for the best. Is there ANYONE that has gotten this fixed?

[Bill842693]

@MichaelH852670 @DarrylL35959 I eventually received an email from someone claiming to be Cynthia from AARP Customer Care, but she said to call a direct number, not the general customer care number because general customer care could not forward call to her. It sounded fishy, so I did not respond to the email and forwarded it to customer care and asked if it was legitimate. Nobody responded to me. 

I am still gathering rewards points, but am not expending any additional effort to fix the problem and fully expect the rewards points to all expire unused.  Just for the heck of it, I am going to see if I can accrue 1,000,000 points before stopping all activities.

[SereneSeagull]

Hi @Bill842693 , I see @DarrylL35959 is reaching out again like he did further down on this thread February 28, at 9:50 am when he responded to you, back then as well.  See if he can pull any further strings.  The fact that it was February then, and it’s May now…maybe he can collect favors that others can’t seem to cash.

[DarrylL35959]

Hi @Bill842693 

Please private message with your email so I can review your account to verify if it was legit. -AARP Darryl

[SummerOnTheWay1]

[5/21/26] Bill @Bill842693 , have you ever been able to "redeem" since joining the AARP Rewards Program? This 2025 GLITCH started to "affect" BOTH new & old Reward Accounts. Mine was new (May 2025) and from day 1, could NOT redeem, just earn. From my "search" on this AARP Community Board - I saw posts complaining about this glitch from BOTH new and old members. Some members had been here forever. I am SO SORRY you are going through this. Hopefully they will get it "fixed" soon for you. Yes, it was so frustrating for me last year (2025). And yes, it took longer than it should to fix my account, but it got fixed.

*** I had also received an AARP email with an employee name & direct phone number. I left a voicemail. My account was fixed BEFORE I received the email from AARP telling me it had been. I kept trying to redeem whenever I thought of it.

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➡️[*** BILL @Bill842693 wrote:

@MichaelH852670 @DarrylL35959 I eventually received an email from someone claiming to be Cynthia from AARP Customer Care, but she said to call a direct number, not the general customer care number because general customer care could not forward call to her. It sounded fishy, so I did not respond to the email and forwarded it to customer care and asked if it was legitimate. Nobody responded to me. 

I am still gathering rewards points, but am not expending any additional effort to fix the problem and fully expect the rewards points to all expire unused.  Just for the heck of it, I am going to see if I can accrue 1,000,000 points before stopping all activities.

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[Bill842693]

@SummerOnTheWay1 I am a new member and have never been able to redeem points.  

[SummerOnTheWay1]

[5/21/26] Bill @Bill842693 , NOT saying this helped me - but I would WAIT the 10 biz days EVERY TIME they tell you when they ESCALATE our issues - then CONTACT THEM AGAIN & keep repeating until your issue is fixed. Really means the AARP Customer Service employees have "notified" the AARP IT Department that you called. I skipped the Chat & Text options as they are AI. Depending on WHO answered, they would ESCALATE AGAIN. What I found is that SOME AARP Customer Service employees will NOT help. Not sure why. So I hang up & try ANOTHER time = hit the jackpot & get one that does help. I then tell them that my issue still EXISTS. And IF I have NOT been "contacted" by the AARP IT Department, tell that too. Then WAIT another 10 biz days. Lol, not sure IF keeping my issue in their faces helped - but it is worth a try. Also, always remember to be NICE to the person on the phone. Yes, I was p.ssed off but know from my years before retiring = when someone was awful on the phone at my job = I DIDNOT go out of my way to help them. 😉 For the employees who REFUSED to help/care, thanked their a.ses, then said "Have a great day" - then hung up. Too old to be letting folks stress me out or waste my precious time arguing with them. Anyway, NO pressure to listen to this old lady, but wanted to share what worked for me last year (2025). Fingers crossed you will be able to redeem SOON!!! 🤞

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➡️[*** BILL @Bill842693 wrote:

@SummerOnTheWay1 I am a new member and have never been able to redeem points.  

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[Bill842693]

@SummerOnTheWay1 Good tips.  I am always nice to service persons.  It’s a thankless job.  Nobody calls because everything is ok.  

I do not plan on spending any more time contacting any representatives.  If it gets fixed, great.  If not, I have other things to do with my time during the day.

[SummerOnTheWay1]

[5/21/26] Lol Bill @Bill842693 , I hear you!!! The 16th of this month was my one year anniversary of joining the AARP Rewards Program. NOT impressed at all. 😞 And GOOD for you = yes, members have a life outside of AARP. Yes, go live it my friend. Take care, Nicole 🙃

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@Bill842693 wrote:

➡️[*** BILL @SummerOnTheWay1 Good tips.  I am always nice to service persons.  It’s a thankless job.  Nobody calls because everything is ok.  

I do not plan on spending any more time contacting any representatives.  If it gets fixed, great.  If not, I have other things to do with my time during the day.

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[SereneSeagull]

Some have had this for months, @MichaelH852670 .  Once you contact AARP they’ll look into it and get the name and date of your call and what they say.  I’m a big one on documentation.  Haven’t had this happen yet, but believe me I’m ready for the hoops to jump and how I’ll handle it.  

They will start a 10 day wait before you should call back again, and others have had this 10 days wait turn into another 10, etc… then crickets.  Contact them on Monday as they are off on the weekend.

[jdhellen]

Bummer. I just started getting this error yesterday. Looks like I am out of luck for the long haul 😞

[JohnW816021]

Same problem for months, customer service is a joke on this!

Recommend every affected member CANCEL AUTOMATIC RENEWAL in protest--this might "help".

Btw, they make doing that hard to find...but it's there under "My Account Details"

You can even explain "why" you are canceling auto renewal (Rewards Scam)

[LutherF]

Have they fixed your issue?  I am having this same problem (since Feb 1st).

[Bill842693]

@LutherF Not yet.  It appears I am in the hopper, but they need to look into each situation individually because there isn’t one cause for everyone.  

[JohnW816021]

Same problem for months, customer service is a joke on this!

Recommend every affected member CANCEL AUTOMATIC RENEWAL in protest--this might "help".

Btw, they make doing that hard to find...but it's there under "My Account Details"

You can even explain "why" you are canceling auto renewal (Rewards Scam)

[LutherF]

It’s hard to believe it is taking this long to resolve this issue. What about the members who are experiencing the same problem but haven’t complained? Are you telling me that AARP is unaware of glitches on its own platform until a user provides input? Really?

[RosemaryM129167]

I too am having this issue. I have been trying to get answers for about a month and a half now to no resolve.

[JohnW816021]

Same problem for months, customer service is a joke on this!

Recommend every affected member CANCEL AUTOMATIC RENEWAL in protest--this might "help".

Btw, they make doing that hard to find...but it's there under "My Account Details"

You can even explain "why" you are canceling auto renewal (Rewards Scam)

[suedan55]

I saw that  @DarrylL35959  at AARP contacted you and asked for you to send him a private message with your email address....did you do that and did it solve your issue? I am having the same issue- not able to redeem . I am a member for 26 years.

Thanks

[Bill842693]

No, I did not.  I gave up on AARP Rewards Program.  When I go through chat, they say the matter was escalated and there is nothing more to do but wait and someone will contact me.  Nobody has gotten back to me yet.  I periodically check to determine if I can redeem rewards.  As of today, still not resolved.

sorry slow to reply, but I am not monitoring this content.

[JohnW816021]

Same problem for months, customer service is a joke on this!

Recommend every affected member CANCEL AUTOMATIC RENEWAL in protest--this might "help".

Btw, they make doing that hard to find...but it's there under "My Account Details"

You can even explain "why" you are canceling auto renewal (Rewards Scam)

[SereneSeagull]

I’m seeing a pattern here.  

[DarrylL35959]

Hi @Bill842693 

I can definitely understand how frustrating that would be, especially after trying multiple times and not getting any updates. I want to help get this looked into. Please send me a private message with your email address and AARP membership number so I can review your account and make sure the issue is escalated for you. AARP Darryl

[Bill842693]

Darryl, I don’t know how to send private messages, but fyi.  The specialist team still hasn’t resolved my unable to redeem points issue.  There has been no communication from any specialist (eg, received report and in the hopper, there are 100 people ahead of you, etc - which would be fine, so I know someone is working on the issue).  I tried letting chat know and asking if they could check and they said already escalated and they will not do anything else to help - and told me to just wait.  On the bright side, I have 500,000 unused points.  

[SereneSeagull]

Hi @DarrylL35959 , 

@Bill842693 needs help please.  Looks like he’s been waiting over a month.

[CarmaY105065]

Good luck with that.  I know a few people who have had the same issue for many months, with no resolution.  It is a major issue now and many new members are having the same issue.  Not many people are having any luck at all.  

[JohnW816021]

Same problem for months, customer service is a joke on this!

Recommend every affected member CANCEL AUTOMATIC RENEWAL in protest--this might "help".

Btw, they make doing that hard to find...but it's there under "My Account Details"

You can even explain "why" you are canceling auto renewal (Rewards Scam)

[SereneSeagull]

Hi @CarmaY105065 , 

  Write and voice your concerns to their CEO in DC.  Mods don’t stop here much lately.

[WW393731]

same here, just joined on Thursday and got this same message.  Contacted chat, told the same blah blah which means IF they are true to their word and the 10 days happen it will be Feb 27 before I MIGHT be able to redeem.  so much for February.  At the rate they are answering (I see many people do not get replies for several MONTHS not 10 days) I will likely have a million points.