If you are hearing of or experiencing issues with checking into events using the Rewards program, please check these items to troubleshoot the issue:
In the Portal:
- Make sure the game has a point total attached to it
- Make sure the game does not have a ‘Custom Location’ set, as this overrides the default arena for the home team, and therefore makes it so the game doesn’t have a check-in location
- If the game does have a custom location, you can scroll down to the ‘Rewards Info’ section, and click the button to add a new Check-In Location
- In the ‘Arenas & Stadiums’ section on the portal, make sure the arena is flagged as ‘Rewardable’. The arena must also have a Lat/Long and a Geofence Radius set (150 is standard, but make as big or small as you see fit)
On the User's Device:
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- Check to see if the user has location services disabled in App/Phone Settings. If location services are turned on, checking the map in the app should show where the GPS is pinging the user. Occasionally with bad cell service/Wifi, a user can be pinged outside of the check-in location
- Check to see if the user is properly signed in to their Rewards account
- Have the user log out/log back into their account
- As a last-ditch effort, have the user delete the app, then re-download the app
- If it is still not working, have the user submit Diagnostic Logs through the Feedback section of the app and reach out to FanX Support
If the issue still persists, please submit a ticket to FanX Support via fanx.support@snapraise.com or reach out to your Account Manager.