I'm not seeing my Reward Points and/or Goal Coins - what should I do?

I'm not seeing my Reward Points and/or Goal Coins - what should I do?

A: CARROT most likely tried to launch while there was a poor internet connection. Be sure you have a good data connection and have “Cellular Data” turned on under your phone’s CARROT app settings, then close and reopen the app. If you still do not see your points/coins, go to the CARROT “Settings” screen and verify that you are currently logged in (either through Facebook or your phone number) with the same account you originally established. 

If you have followed these steps and still do not see your points/coins, please log out of the CARROT app – you can do this by tapping on the menu button. (If you see a "DELETE ACCOUNT" option rather than "LOG OUT", please go ahead and delete the account.) Then, while you have a good internet connection, log back into CARROT using the method (either Facebook or your phone number) you originally used to set up your account. 

If you were signed in as a “Guest” (anonymous account), it is possible that you logged out of the app. If you are enrolled in a CARROT Wellness program (verified with your work email address), our staff can attempt to recover your lost data. To do this, please sign into CARROT using your phone number or Facebook, note your CARROT ID# (you can find it by tapping the menu button), and send your CARROT ID# and work email address to support@carrotpass.com (please enter “Wellness user can’t see points” in the subject line). 

If you were a “Guest” user who was not enrolled in a wellness program, it will not be possible to recover your lost credits. (“Guest” accounts, by definition, are not permanent accounts and cannot be secured.) If this is the case, please reinstall CARROT and sign in using your phone number or Facebook to secure your new account.

If you need additional assistance, please contact us at support@carrotwellness.com. It would be helpful if you could include your CARROT Account ID Number (you’ll find it by tapping the menu button in the top-left corner) as well as the login method you used (Facebook ID or phone number) to set up your CARROT account.