Why didn't my game pay out?

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Usually, nobody verified the results of the game yet, or the account that pays for the game has too few tokens. The sales and reward settings of a game can also stop a prize.

Nobody verified the game

By default, a game gives its prizes when someone verifies its results after the game ends.

How to tell: the status of the game is Needs Verification. The person who created the game got the notification “You need to verify the results for your team”.
What to do: verify the game. Refer to Verify a game.

To skip this step, turn on auto-verify when you create a game. Arcade then gives the prizes after the game ends.

The account that pays has too few tokens

Arcade pays each prize from the account that pays for the game. Arcade holds the prize tokens of a race, a tournament, or an incentive game with a winner limit when you create the game. An incentive game with no winner limit takes the tokens only when it pays. So this problem usually occurs in an incentive game with no winner limit.

When you verify the game: the verification fails, and the game pays no prizes. Buy tokens for the account. Then verify a race or a tournament again. For an incentive game, contact Arcade support. The failed verification marks the prizes of an incentive game as failed, and a new verification does not pay them.
When auto-verify is on: nobody gets a notification when the verification fails. After you buy tokens, contact Arcade support.
When the game repeats: the next round does not start. The person who created the game gets the notification “We were unable to recur your game … due to insufficient funds”. Arcade tries again each hour, so the next round starts after you buy tokens.
When the game pays each prize at the time a player earns it: Champions and Company Managers get the notification “Insufficient game funds”. For a game that a personal balance pays, the owner of the balance gets it. The prizes that failed do not pay later by themselves. After you buy tokens, contact Arcade support.

A sale at a different store did not count

In a game that scores teams, each team counts the sales at its own location. A sale at a different store has the team of that store, so it does not count for the team of the rep.

How to tell: find the sale, and look at its team. Refer to Find an activity.
What to do: if the members of a team work at different locations, turn on Member mode for the team. Then the team counts all the sales of its members, at all locations. Refer to Edit a team.

The game paid each rep only one time

In an incentive game, each reward pays a player one time, unless the reward is repeatable. A repeatable reward pays again each time the score of the player gets to one more goal. For example, with a goal of 5, the player earns the reward at 5, 10, 15, and so on. A per-player limit stops the reward after that number of payouts.

What to do: make the reward repeatable. Refer to Set the rewards. For a game that repeats, change the game before the next round starts, because each round copies the round before it.

A winner limit also stops prizes. The limit counts prizes, not people, so two prizes to one player count as two winners. After the limit, the game pays no more prizes. Arcade pays the prizes that players earned first.

Which account pays for the game

The person who creates a game chooses the account that pays for its prizes: the company account, or the personal balance of that person. You cannot change this account after you create the game.

If the creator has a monthly budget, a game that the company account pays can use only the part of that budget that is left.
The person whose personal balance pays for a game does not get a prize from that game.