Troubleshoot missing or unavailable W!N rewards

If you cannot give coins, find a gift, or complete a reward purchase, start with the checks below.

W!N or a Feature Is Missing

Make sure you are using the latest Roam app and have entered your company’s Roam. Ask a Roam admin to check the feature in W!N > Administration > Features & Funding.

Send a Gift Card is available only to people authorized for Direct Gifting. Administration is available to Roam admins.

You Cannot Give or Redeem Coins

• Cannot Give: Check Available to Give and the next reset time. A zero allowance or an exhausted allowance prevents giving. Your admin can review your allowance settings.
• Cannot Redeem: Check Available to Redeem against the selected gift card amount. The company also needs active W!N payments and either enough available funds or an On-Demand card that can cover the purchase.
• Store Is Empty: Ask an admin to check W!N payments in Features & Funding. Gift cards and cakes can be unavailable while payments are off or suspended. Gift cards may take a few minutes to appear after payments are enabled.

Your received coins and giving allowance are separate. See Give recognition coins and Redeem your coins.

A Gift or Cake Is Unavailable

Open the item in My Gifts to review its status. Check whether it needs acceptance or has passed its deadline. For cakes, confirm the address is in the United States and review delivery availability.

If an order is being prepared or processed, check its details before placing another order. A funding problem may need an account admin’s attention.

Get Help

For a delivered gift card that does not work, use its support link and copy its Order Reference. For other problems, contact Team Roam Support with the recipient, reward, date, and any order reference or status shown.