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

# Get help with a missing or unusable reward

> Check the received-reward record and collect the details needed for help.

Open **Flex Rewards → Rewards Received** and [find the reward](/members/flex-rewards/view-received-rewards). Your member view shows received rewards; your employer handles sending them.

## You cannot find a reward

1. Check that you are signed in with the account your employer intended to receive it.
2. Choose **All statuses** in the **Status** filter to see the full list.
3. If the reward is still missing, ask your employer to check the recipient details and whether payment completed. Unpaid orders do not appear in the member list.

Joining Redii does not itself create a reward. **No rewards yet** is different from **No rewards match your filter**: the latter can be caused just by the selected filter.

## The status has not progressed

**Processing** and **Ordered** describe stages before delivery. Ask your employer or support to check a stalled record, and include the exact status shown. **Failed** needs investigation; sending a replacement is an employer action.

**Delivered** describes the recorded delivery status. It does not by itself confirm that you successfully used the reward. No delivery deadline or refund outcome can be inferred from a status alone.

## You have the reward but cannot use it

Open its details and find **Description**. Select **Read more** if shown, then read the full description and any usage instructions. Check the reward amount and currency against what you expected. If you received a separate delivery email or link, check it for the actual reward and its terms. The description in Redii may explain a product without containing your issued code. If delivery is marked complete but you cannot find the reward, ask your employer or support to confirm the delivery destination and instructions.

For missing instructions, an unusable code, an unexpected currency, or questions about expiry or eligible locations, [contact support](/contact-support) or your employer. Ask them to confirm the reward's terms; do not assume all gift cards have the same terms.

## What to include when asking for help

* The reward name and date shown in Redii.
* The displayed status and what step failed.
* Whether the reward is missing entirely or appears but cannot be used.
* The exact error, if any, with sensitive information removed.

Do not send a gift-card code, PIN, password, or verification link in your initial message or an unredacted screenshot. Support can tell you what information is needed through the appropriate channel.