Unable to process your redemption request continued.....

rc5185366

Contributor ⭐⭐

I agree. What I find frustrating is the approach that it's an individual problem and not site-wide. My email was taken so it could be escalated but it still doesn't work. I know it wasn't my issue alone, so what was the point of taking email addresses and escalating them. I never heard from an escalation team, did anyone out there? I just wish someone would have addressed this directly. Admitted the site is down and asked us to be patient. Maybe gave all of us some extra points to make up for those we couldn't earn. Instead we're getting the run around like we're a little kid and someone is trying to keep us distracted from the carnival across the street.

AristotleOfGreece

Contributor ⭐

Still does not work. What is the point of paying for a membership???

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VanessaH806096

Contributor ⭐⭐

I continue to get the same error! This is so frustrating!! Not fair at all!

Community Champion ⭐

@VanessaH806096 I can imagine how frustrating this must be. Let's work together to find a solution quickly. I sent you a private message, so I can locate your account and look into this further. I look forward to hearing back from you! - Janelle M.

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clbutorac

Contributor ⭐

Same here. Same error. I'm assuming they are working on our problem, and this weekend update probably took precedence over our problem, but I don't understand why they can't at least give us an update on progress/non-progress of this problem! I don't usually complain about small glitches, but it's been a month now! Come on, AARP! Give us an update!

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EstB397359

Contributor ⭐

They reached out to me and gave me the name of the person who is fixing my issue. I got an email stating it was fixed. IT IS NOT FIXED and I still can't redeem.

Community Champion ⭐

Hello @EstB397359, I'm deeply sorry to hear you are still having problems. Let me check into that for you. When you get a moment, please send me a direct message with your email address, so I can locate your account. Here is an article that will show you how to activate private messages: https://aarp.info/47hWcl7. Thank you. - Daniela R.

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GlennG185163

Contributor ⭐

Same me .. I think fix redeem .. but almost don't see fix

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MemberS2006

Contributor ⭐⭐

..

r767831w

Conversationalist ⭐⭐

But isn't it possible that that JavaScript was deliberately applied only to certain accounts? The more I read here, the more I believe that this is "fraud detection" run amok. I think that something in our accounts (for instance, I max out my points every day by watching videos and doing quizzes, and therefore I have a huge number of points) triggered something in their system, and now they are unwilling or unable to fix it.

RenateW69623

Community Champion ⭐

Unfortunately, this message seems to be an indication that there is suspected fraudulent activity on your account. I'm not sure if this is true for everyone who is getting this error, but based on comments from other chats relating to this, that is what people who have gotten responses have been told. This includes me. I got the "unable to process your redemption" message at the end of October, and after about a week, got an email that it was fixed, but be sure to follow the terms and conditions of the program. It was fixed, but just for one day. When I sent an email saying I was getting the message again, I got a response saying they would look at it again. Then got another email right before the maintenance started, saying my account was restored again, but "points obtained fraudulently or through gaming techniques is a violation of the program". I wasn't able to check my account before the maintenance began, so I'm not sure if it is actually working. But I did ask why they said that about "points obtained fraudulently", since I only earn points by watching videos and taking quizzes. The response was "please take a moment to review AARP Rewards terms and conditions:
https://www.aarp.org/about-aarp/rewards-terms-and-conditions/playbook/. Please note specifically section F - Rewards Points: Value, Expiration, & Forfeiture.". I did that and didn't see anything that said what would indicate fraud. When I asked for the exact reason my account was getting the "unable to process your redemption" message, the response was "Upon our review, we found activity on the account that shows to be in violations with the rules of the program. For security reasons, we can only provide the information given and advise that you take some time to thoroughly review the guidelines and compare these rules with how the program is interacted with through the account. Per my last email, please see any sections of note detailed for importance." I hope if there is anyone who was getting the "unable to process" message and actually got it fixed, or got some specific information about the cause, that they will post that information on the community chat.

r767831w

Conversationalist ⭐⭐

@RenateW69623 That is so frustrating and offensive! So far, my account is just in an endless round of escalation ("You'll hear from us in 3 to 5 business days" followed by no response followed by me having to contact them again followed by "You'll hear from us . . ." Rinse and repeat. If and when they accuse me of cheating, and then refuse to tell me HOW I cheated, there's going to be a big problem, like I'm going to start reporting them to various agencies for defrauding us.

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CarolS320227

Contributor ⭐

AARP whines they didn't have enough revenue and needed to raise rates - then they go and ban hundreds/thousands of accounts for no good reason ... what do they think that is going to do to their ad revenue when all those people stop viewing all the pages to accumulate points. Start of a slow death spiral for the AARP idots !!!

https://community.aarp.org/t5/Redemption/Error-quot-Unable-to-process-your-redemption-request-quot/td-p/2464733

rc5185366

Contributor ⭐⭐

I was googling "unable to process your redemption request" and discovered this thread from 2022 and 2023 and new additions from 2024. I thought if was a coincidence that it was also this time of year. Anyway, if anyone is interested, here's the link:

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MemberS2006

Contributor ⭐⭐

..

Community Champion ⭐

@MemberS2006 I'm so sorry you're having trouble! I've sent you a private message, so we can look into this together. Thanks! Jodee R.

Community Champion ⭐

@SatinM165610 I'm sorry to hear that you're experiencing this redemption error! The site maintenance was to add new enhancements to the AARP website. Unfortunately, the error you are receiving is account related, and we must look into it for you. Please send me a private message with your full name, mailing address and email address, so I can follow up on your account. You may need to enable private messages first. I invite you to check out the steps here: https://aarp.info/47hWcl7 - Janelle M.

SatinM165610Author

Contributor ⭐

Hi, I don't have the private msg tab. So I can't enable it. So what's the next option? Thank you.

Community Champion ⭐

@SatinM165610 I'm sorry you don't have the private message tab. Please connect with us using another method found here: https://aarp.info/3epCObA - Janelle M.

SatinM165610Author

Contributor ⭐

So I am trying the chat option for those of you following this thread. I do not have the option to enable private messaging so the only other options are chat/phone. I was able to chat with a live person and they opened a ticket for me for escalation since he was unable to address it themselves. We will see where this gets me!

r767831w

Conversationalist ⭐⭐

I'll tell you where it's going to get you: You'll wait the 3-5 business days that they say it will take, then when you don't hear from anyone, you'll waste more time contacting them again, and they'll be ever-so-sorry and they'll escalate it again, then you'll wait another 3-5 business days, and when you don't hear from them again, either you'll abandon the endeavor (which is what they're counting on), or if you're like me, you'll just keep banging your head against the wall.

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BtW751689

Community Champion ⭐⭐

and they blame you saying you did something illegal but without any other info so you are still left in the dark

SatinM165610Author

Contributor ⭐

After opening up a ticket through the chat option and waiting another week. I got a reply stating the issue was now resolved without any other explanation. Basically my account was active. When I first tried to redeem, it did not work. But then later that day, I was able to redeem and now I am back to how it use to be. I am now able to redeem for instant wins and redeem for gift cards. This is day two and it's still working!!! I wished it had not of taken this long, but I'm happy it's all working now!! Thank you!