Troubleshooting

Nothing is earning points. Every rule ships disabled. Check Earning — if the toggles are off, nothing awards. If they are on, check the Voxel theme is active (the Dashboard shows a notice when it is not; earning pauses while balances are preserved).

A member earned once but not the second time. That is usually the dedup working as designed: a rule with a reference (an order, a review, a specific post) awards once per reference, ever. It is also worth checking the rule's Times/Day cap and the site-wide Times/Day (all rules).

"Max / day" isn't doing what I expected. It counts times, not points. A rule worth 10 points with Max/day 3 lets a member earn from it three times a day — 30 points, not 3.

A balance looks wrong. The ledger is the truth and the balance is a cache. Settings → Maintenance → Recount all balances rebuilds every balance from the ledger and reports how many were actually wrong. If a recount changes nothing, the balance was already right and the disagreement is elsewhere.

The leaderboard is missing someone. Three possibilities, in order of likelihood: their role is excluded (Settings → Leaderboard exclusions, and each widget can exclude more of its own); they have hidden themselves (Leaderboard Privacy widget); or the board's period genuinely contains no earning for them.

The level mark isn't appearing next to names. It needs at least one level defined under Levels & Badges, and the surface switched on under Settings → Level mark next to member names. In the timeline it is injected into Voxel's own markup at render time — if a future Voxel release changes that markup the mark simply stops appearing rather than breaking the feed.

Points expired that shouldn't have. Expiry is off unless you switched it on. An expiry is an ordinary ledger row, so it can be reversed like anything else — find it in Activity (type expire). Then widen the window under Settings → Points expiry and use the preview before re-enabling.

An import went wrong. Every import is undoable: Import → Undo this import reverses every entry it wrote. Nothing is deleted, and afterwards you can correct the source and import again.

Notifications aren't sending. Voxel Points registers standard Voxel app events; delivery is Voxel's. Check Voxel → App Events for the event, and that the destination is enabled there. Nothing about Voxel Points overrides notification settings.

Points are awarded but the member sees nothing. Widgets render nothing to logged-out visitors by design. In the Elementor editor they show a sample so you can style them.

FAQ

Does it work without Voxel? The plugin activates and preserves data, but earning pauses and a notice explains why. Licensing and updates keep working.

Will it double-award if an event fires twice? No — dedup is enforced by a unique database key, so even concurrent webhook retries can't double-award.

What happens to points when a member deletes the thing they earned from? The award is reversed automatically (see Reversals).

Can members go negative? Reversals can take a balance below zero; by default the UI displays it as 0 while the ledger stays accurate.

Can I migrate from myCred? Yes — Import brings balances or full history across, keeps the original dates, and can be undone. myCred does not need to be active; deactivate it first so both systems never award for the same action. See Importing & Migrating.

I installed this on a site that's been running for years. Do my members get nothing for all their old reviews? They can. Import → Past activity on this site awards points for the reviews, posts, timeline posts, comments and registrations that already exist, keeping each award on its original date. It shows you the total before it commits and can be undone. See Importing & Migrating.

Why can't it award points for past follows or orders? Voxel stores no timestamp for a follow, so every one would land as "today" and distort every past leaderboard. Orders carry test-mode and status rules that can't be safely replayed after the fact. Both are excluded on purpose. See Importing & Migrating.

Do points expire? Only if you switch it on. Off by default. See Points Expiry.

Does expiry demote someone's level? No. Levels track lifetime earned, and an expiry does not reduce that — so a member keeps the level they climbed to even if their balance is written off.

Can I award points from my own plugin? Yes — $ledger->award() with a reference key gives you the same once-per-reference dedup the built-in rules use. See For Developers.

What happens on deactivate? Nothing is deleted. Cron jobs stop, earning stops, and all data stays. Uninstall removes data only if Keep data on uninstall is switched off.

Does it work on multisite? The plugin is per-site: each site has its own ledger, settings and rewards. It does not share balances across a network.