I made a sale or won a game. Why didn't I get my tokens?
A game pays a prize at the time that its rules give. This time is not always the time when you earn the prize. By default, a game pays after the end of the game and the verification of its results. Before Arcade pays a prize, the prize can show in Total Won on the game card, but not in your token balance.
Find out when the game pays
Section titled “Find out when the game pays”In an incentive game, read the text that tells you how to win. It shows on the game card.
| The text says | When Arcade pays |
|---|---|
| “immediately” | When your score gets to the goal of a prize. |
| “Rewards are distributed” and a schedule, for example “daily” | At each scheduled time. After the end of the game and the verification of its results, Arcade pays the prizes that are left. |
| “at the end of the game” | After the end of the game and the verification of its results. |
A race or a tournament pays after the end of the game and the verification of its results. After the game ends, the game card shows Awaiting Verification until a manager or Arcade verifies the results.
When an incentive game pays a token prize at a scheduled time or after verification, you get a notification with the number of tokens. Other token prizes do not send this notification. To find these prizes, look at your token history.
Your score did not get to the goal
Section titled “Your score did not get to the goal”A sale gives a prize only when it takes your score to the goal of a prize, for example 🎯 Score 100. Also examine these conditions:
- A threshold. Until you get to your threshold, the card shows 🔒 Reach threshold to qualify for prizes. THRESHOLD in the rules tells you if your earlier results count.
- Required training. GUIDE COMPLETION in the rules tells you if only the results after the training count.
- The metric and the dates. A result counts only when it is in the metric of the game and its date is in the game period. A game with a winner limit stops when it gets to the limit.
- The location. Some games count only the sales at the locations of the teams in the game.
On the mobile app, select YOUR PROGRESS to see the ACTIVITY list of the results that the game counted. If your sale is not in the list, speak to your manager.
The prize is not tokens
Section titled “The prize is not tokens”- A jackpot gives you raffle tickets. Only some tickets hold the jackpot tokens. To see your prize, open your chests and tickets.
- A gift card prize does not add tokens to your balance. Arcade sends you the gift card.
Total Won does not change
Section titled “Total Won does not change”Total Won adds the prizes that Arcade paid and the prizes that Arcade did not pay yet. It does not change in these cases:
- Your score did not get to the goal of the next prize.
- The game is a race or a tournament that did not end. Arcade decides the prizes of these games when the game ends.
- The game pays immediately, but the account that pays for the game has too few tokens. Arcade cannot pay the prize, so the prize does not show.
Total Won can also go down:
- When your score goes down, for example after a correction, Arcade cancels the prizes that it did not pay yet.
- In an incentive game, the account that pays for the game can have too few tokens at a payment time. Then Arcade cannot pay the prizes that wait, and these prizes go out of Total Won.
A prize that Arcade cannot pay does not pay later by itself. If you think that you lost a prize, speak to your manager.