Audience rewards missing points requests

[forfivemoreminutes]

Posted: 3/23/24 at 1:52pm

I have made about 6 missing points requests for audience rewards over the past month; however, none of these points have yet been added and it still shows as “pending.” How long does it usually take for these points to move from pending to show up in my account? Has audience rewards been particularly slow at this over the past month or is it probably an issue with my account? In the past I haven’t had to wait this long to have my points added.

[mshalo18]

Posted: 3/23/24 at 2:00pm

forfivemoreminutes said: "I have made about 6missing points requests for audience rewards over the past month; however, none of these points have yet been added and it still shows as “pending.” How long does it usually take for these points to move from pending to show up in my account? Has audience rewards been particularly slow at this over the past month or is it probably an issue with my account? In the past I haven’t had to wait this long to have my points added."

I've found their customer service to be slower lately. I suggest calling them instead.

[Jordan Catalano]

Posted: 3/23/24 at 2:05pm

You’ll never get anywhere emailing them. Call them and they’ll take care of it while you’re on the phone. 

[gibsons2]

Posted: 3/23/24 at 4:57pm

Surprised to see all the negative AR feedback. I emailed the customer service many times, missing points, exchanging of tickets, changing the pick up name etc. I always got a response within a day and the customer service reps were always the most accommodating and efficient. Can't say the same about Telecharge. 

[jagman106]

Posted: 3/23/24 at 5:38pm

I usually call them instead of emailing them. I rarely wait on hold for any unreasonable length of time and often get through immediately. The customer service reps are very helpful; I've never had an issue they couldn't resolve. 

Most of my points have moved from pending to my account within 3-4 days of a performance. Once I called because it was a week since I saw a show and the points weren't added to my account. The rep said that sometimes it takes up to 10 days for points to update and to check back over the next few days. The very next day, the points were updated.

[Jordan Catalano]

Posted: 7/26/25 at 11:35am

It’s such a shame what’s happened to Audience Rewards. I haven’t gotten any points for anything I’ve seen for most of the year. I’ve called and they’re still using the “since we updated our website the beginning of the year” excuse as to why it’s not working and to “just hold onto your order numbers” they should be able to add the points when the website it working again. It’s been almost 8 months. How does it take any business that long to fix an error like this?

[dan94]

Posted: 7/26/25 at 12:41pm

AudienceRewards has become a misleading joke since the site revamp. At the time of revamp, I had pending tickets disappear off of my account. Since that revamp random shows don't pay out on the correct amount of points. I lost VIP status I would have easily kept had the missing points form been active.

An email about the problems I've encountered went unanswered. I called in and was assured "we will have an engineer look into the backend and figure out what is going on here. We will get this fixed." That was two months ago and not a damn thing has been fixed.

When you add in that less and less shows are participating, the bar for achieving Bonus Points has skyrocketed, and the redemption offerings have decreased; at this point they need to discontinue this program. It is not working. The redesign was beyond botched and they refuse to spend money to fix or maintain this program. Even if the Missing Points form comes back, that was always date-gated. iirc it was 180 days to use the form. Beyond that they would give a generic "this request is too old to verify. Here are 50 points." We are obviously beyond that point, and a generic 50 points per ticket will not be acceptable in this case.

I'm decamping to TodayTix moving forward. I don't like TodayTix as much, but they at least have a working rewards program.

[nealb1]

Posted: 7/26/25 at 1:40pm

Add me to the very long list of people who are still missing points from past ticket orders.  How can something so simple, be so difficult to just add the points?  The "new & improved" site is a joke.  And, who are those 3 gals on the home page of the site?  They certainly don't look like they are about to see a Broadway show.  They look like they are about to hit a grunge concert in some dive basement bar.  Uck!  

It's extremely frustrating that all these many months later, points can't be added.  That's bad business.  There's no excuse for that in this day and age of modern technology.  

Updated On: 7/26/25 at 01:40 PM

[jagman106]

Posted: 7/26/25 at 4:04pm

Before the site revamp, my points were added to my account within a week of the performance date. Only once did I have to call and provide my order number for my points to be updated because it didn't happen automatically, and my points appeared the next day. I saw Swept Away on November 27. In early December I looked and noticed that my past points disappeared and the site was changed. When I called to inquire about my Swept Away points, the agent told me the points were included with past performances or "history," and that info was saved on their servers, but  not yet available to me on my account page. I asked why my total points hadn't changed since seeing the show; the agent said the update would occur when my "history" was added back to my account within the next few months. I've called a few times, but was told that they're still working on updating the site, which doesn't seem to be a priority. 

[Lot666]

Posted: 7/26/25 at 4:35pm

I can't even find a list of shows for which I've earned points; all I get is a total.

[Sutton Ross]

Posted: 7/26/25 at 6:25pm

Yeah, it's a mess. If they are phasing it out because they make barely any money from it, I wish they would just be straight up about it. It seems like they're deliberately making it hard for people to the point where they just give up.

[Esther2]

Posted: 7/26/25 at 7:01pm

Lot666 said: "I can't even find a list of shows for which I've earned points; all I get is a total."

If you click on the down arrow to the right of your points total and then click on My Account, there should be a list of some sort.  You can filter it for time period, but even if I choose All Time, it only goes back through this year. 

I just transferred most of my points to Amtrak (a partnership they discontinued last week - of course) because at least I'll be able to use them easily for something I need.  

[Shubert Alley Cat]

Posted: 7/26/25 at 9:30pm

I used 5000 points for a Sardi’s gift card.  (In the past it would arrive in the maiL in a week or two.) Earlier this year I ordered one and never received it, and then I was coming to NYC for a week and wanted to use it.  Called them and got my 5000 points back.  It has really gone downhill bigtime.

[Lot666]

Posted: 7/27/25 at 11:50am

Esther2 said: "Lot666 said: "I can't even find a list of shows for which I've earned points; all I get is a total."

If you click on the down arrow to the right of your points total and then click on My Account, there should be a list of some sort. You can filter it for time period, but even if I choose All Time, it only goes back through this year."

Thank you for this. I don't know why I couldn't find the list the first time, but I have now. However, even when I select the "All Time" option for the list, it only shows individual ticket purchases for the past month; the full history is gone.