We have been using the loyalty program for quite some time now, and have been having issues within the last few months when a customer clearly shows us the reward available to them on their phone or email, but when their phone number is located, the system says "no reward available." The rewards are not expired, but the app is not allowing them to process. When I look at the customer profile on the main website, it shows the reward is, indeed, available to them. Multiple customers have had this issue, so we are left to override the system to appease the customer and give the discount manually, but then the logistics of the loyalty program screen are not true. Help please?