What happens if a participant never redeems their incentive? 🤔
Wondering what happens to a reward your participant never claims? Here's how it works.
The reward link stays active for 18 months 🔗
Participants can still claim their payment long after you send it.
Even if a participant never clicked through, their original reward link stays active for 18 months from when it was sent. If they've lost the email, you have two options:
- Forward their individual redeem link from Incentives >> Activity
- Have them reach out to rewards@ethn.io and we'll help them from there
After 18 months, the link expires — but we can help ⏳
Expired links can be reactivated on our end.
After the 18-month period, the reward link shows as expired and participants can't redeem through it directly. These redemption periods are controlled by our reward providers. If you have participants in that situation, just send us their info at rewards@ethn.io and we'll get those links working again.
Want the funds back instead? Cancel within 30 days 💸
Unredeemed rewards can be canceled for a full refund within 30 days of creation.
- The 30-day window applies to cancel/refund requests from your team — it's separate from the reward link staying active
- You receive a full refund, including processing fees
- The refund is credited to your Ethnio balance (not your original payment method) and is applied to future incentive orders automatically
To cancel: go to Incentives >> Activity, click the three dots ⋮ next to the reward, and choose Cancel & Refund. More detail: https://help.ethn.io/article/152-can-i-change-cancel-or-refund-my-incentive-order-after-its-been-placed
Keeping an eye on incentive statuses 📊
Your Incentives >> Activity page shows where every reward stands.
For what each status means (On Hold, Suspicious, Pending, Paid), see: https://help.ethn.io/article/1181-why-is-my-incentive-status-on-hold
Still need help?
Contact Us — rewards@ethn.io