Your points while this is switched off

If you are reading this because your points page will not open, the short answer is that nothing has been deleted. Every point ever awarded and every point ever spent is a separate, permanent record, and switching the programme off does not touch any of them.

Why a balance cannot quietly change

A balance here is not a number somebody can type over. It is the sum of a list: one line for each time points were awarded, each time they were spent, and each time an order came back. Those lines cannot be edited or deleted once written, which means the number can always be explained line by line — and a number that can be explained is a number that cannot be adjusted behind your back.

That is also why the programme can be switched off and switched on again without anybody migrating anything. There is no total sitting somewhere waiting to be recalculated; there is a list, and the total is what the list says.

What you can and cannot do meanwhile

While the programme is not running, you cannot take a reward, and a shop cannot award points by hand. That is on purpose: taking a reward is a new promise, and a programme that cannot keep its promises should not be making more of them. Reading is unaffected the moment the programme comes back.

Buying is unaffected either way. Orders, deliveries, invoices and refunds all work exactly as they did; only the points side is paused.

Asking about your own balance

Write to [email protected]. Say which shop, and roughly when you bought from them. We can read the same list you would see and tell you what it says, including anything a shop took back and why.

We will never ask you for a password, a card number, or a code from a message in order to answer a question about points. Nobody needs any of those to look up a balance.