How to fix incorrect points balances

Diagnosing the Issue

First, determine why your points balance is incorrect:

• Sync delay: Allow 24-48 hours after transactions
• Connection issue: Check for error messages
• Bank limitation: Some banks don't sync points
• Wrong total: May include duplicate cards

Quick Fixes by Situation

Points Showing as Zero

1. Verify you're the primary cardholder (not AU)
2. Refresh your bank connection
3. Check if bank supports points syncing
4. Wait 24 hours for initial sync

Points Are Doubled

Usually caused by duplicate cards:

1. Check for duplicate cards in wallet
2. Hide any duplicates
3. Refresh to update totals

Outdated Balance

1. Go to Manage Connections
2. Refresh the relevant connection
3. Wait for next sync cycle (24-48 hours)

Manual Override Options

For Connected Cards

If automatic sync isn't working:

1. Click three dots (⋮) on the program in My Points
2. Select Convert to Manual
3. Update balance manually going forward

For Manual Programs

1. Navigate to My Points
2. Find your program
3. Click Update
4. Enter correct balance
5. Save changes

Bank-Specific Issues

Chase

• Ultimate Rewards should sync within 24 hours
• Marriott/Southwest may not sync properly
• Ensure cards are shared in Chase settings

American Express

• MR points only sync for primary cardholders
• Some co-brand cards don't sync points
• May need monthly connection refresh

Capital One

• No automatic points sync available
• Must track manually
• Update after each statement

Troubleshooting Steps

1. Verify actual balance: Log into bank website
2. Check card status: Ensure marked as cardholder
3. Review connections: Look for errors
4. Hide duplicates: Remove any double-counting
5. Refresh connection: Force new sync
6. Wait 24-48 hours: Allow sync to complete
7. Convert to manual: If auto-sync fails

Preventing Future Issues

• Regularly check point balances
• Address connection errors promptly
• Keep duplicate cards hidden
• Update manual balances monthly
• Note which programs sync automatically

When to Contact Support

Reach out if:

• Refresh doesn't fix after 48 hours
• Balance is wildly incorrect
• Multiple programs affected
• Error messages persist