This issue has been resolved. All points from transactions made between around 10:20 and 14:30 CEST (08:20–12:30 UTC) have now been added to member accounts, and points are being processed normally again.
We apologise for the disruption and thank you for your patience.
Posted Sep 24, 2026 - 13:35 BST
Identified
We have identified the cause of the delays in processing loyalty points and have applied a fix. Points are being added to member accounts again, including those from transactions made since around 10:20 CEST (08:20 UTC)."
Transactions and points earned or redeemed during this period will be applied to member accounts automatically as the queue of points events clears, with no action needed. Some accounts may take a little longer than others to update.
We are monitoring closely and will confirm here once all pending events have been processed and the incident is resolved.
Posted Sep 24, 2026 - 13:25 BST
Investigating
Since approximately 10:20 CEST (08:20 UTC) today, we have been seeing delays in processing loyalty points events. Points earned or redeemed during this period may not yet appear on member accounts. No data has been lost. The affected events are queued and will be processed once the issue is resolved. Our engineering team is actively investigating, and we will post another update within the next hour, or sooner if anything changes.
We apologise for any inconvenience.
Posted Sep 24, 2026 - 12:44 BST
This incident affected: Marketing, Loyalty & CRM Platform (Core Functionalities and UI).