---
title: "Points Reminder/Redemption Reminder Emails Not Being Sent 		 			Troubleshooting 			We are investigating this issue"
slug: "points-reminderredemption-reminder-emails-not-being-sent"
updated: 2024-04-02T23:20:24Z
published: 2024-04-02T23:20:24Z
canonical: "support.yotpo.com/points-reminderredemption-reminder-emails-not-being-sent"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://support.yotpo.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Understanding why Points Reminder or Redemption Reminder Emails are Not Being Sent

Products

			
				
					
						  

					
					Loyalty
		
			

				

###### Supported plans

				

Free, Pro, Premium, Enterprise

			
			

				

###### eCommerce Platform

				

Shopify, Shopify Plus, BigCommerce, Salesforce Commerce Cloud, Adobe Commerce (Magento), Custom

			

This may be due to the fact that, by default, Yotpo Loyalty & Referrals is set to send out Redemption Reminders and Points Reminder emails **after one month**.

You can edit the setting at any time and make it more suitable to your needs.

#### Edit the setting:

1. Go to the **Communication** section of your Yotpo Loyalty & Referrals admin
2. Then, click on the **Loyalty emails** sections.
3. Find the **Points Reminder** and **Redemption Reminder** email templates and click the "Customize Email" link in the upper right corner of each box.
		  
![](https://cdn.document360.io/f3c2ab59-fe4c-4f93-9614-2872f40e8aa7/Images/Documentation/9889b54a-47df-42a4-9f68-ae534b01a6bf.png?sv=2026-02-06&spr=https&st=2026-10-31T22%3A48%3A41Z&se=2026-10-31T23%3A48%3A41Z&sr=c&sp=r&sig=H5iGsqUVhclq3%2BBF8Gb%2FXMpXwXnLg93A1TJUY8iBt5M%3D)
4. Choose the relevant setting from the **How long after last point activity should we send the reminder?** dropdown menu.

	
	Please Note:
	This change will only apply to customers who earn points **after the setting was changed.** Customers who earned points prior to changing the setting will still receive their email notification a month after the action. 

**![Customize Email](https://cdn.document360.io/f3c2ab59-fe4c-4f93-9614-2872f40e8aa7/Images/Documentation/0d0d80a4-d9d0-472d-8635-f74f986e24eb.png?sv=2026-02-06&spr=https&st=2026-10-31T22%3A48%3A41Z&se=2026-10-31T23%3A48%3A41Z&sr=c&sp=r&sig=H5iGsqUVhclq3%2BBF8Gb%2FXMpXwXnLg93A1TJUY8iBt5M%3D) ![Time after last points activity](https://cdn.document360.io/f3c2ab59-fe4c-4f93-9614-2872f40e8aa7/Images/Documentation/cffb0c31-5e52-40a4-a21b-dbbd79019935.png?sv=2026-02-06&spr=https&st=2026-10-31T22%3A48%3A41Z&se=2026-10-31T23%3A48%3A41Z&sr=c&sp=r&sig=H5iGsqUVhclq3%2BBF8Gb%2FXMpXwXnLg93A1TJUY8iBt5M%3D)**