Table of contents
Confirm whether the offer had to be activated
Some promotions are automatic, while others require an activation button before purchase. A purchase completed before activation may not receive the bonus.
Check the campaign screen and Points history on the same account that made the purchase.
Check dates, time zones, and purchase completion
Campaign windows can depend on local dates, store time zones, and when a transaction completes. Pending, cancelled, refunded, or adjusted orders can change the result.
Compare the receipt timestamp with the exact campaign period rather than relying on memory.
Review app, item, and payment eligibility
An offer may be limited to a particular app, item or first subscription. That does not make all subscriptions or Play-balance purchases ineligible for normal points. Treat a payment restriction as an exclusion only when that offer actually states it.
If normal points appear but the bonus does not, eligibility is one of the first conditions to check.
As a hypothetical example, an offer for Game A with a maximum extra 100 points does not cover Game B. If the qualifying Game A purchase would produce 150 extra points before the cap, only 100 extra points are expected. This is a reading example, not a currently available offer.
Look for caps and partial bonuses
Some offers have a maximum number of bonus points or apply to only part of a purchase. A smaller-than-expected bonus does not always mean the campaign failed.
Confirm the normal points first, then calculate only the extra campaign portion.
Compare normal and promotional estimates
Run the same purchase at the normal rate and at the verified campaign rate. The difference shows which part is actually missing.
The calculator cannot prove eligibility, but it can help you prepare a clear support message with the purchase date, account, campaign, expected bonus, and actual result.
Compare the normal rate and verified promotion
Use the purchasing account's local values rather than a fixed Japanese-yen example.
Open the points-cost calculatorFAQ
Does a campaign banner mean every purchase qualifies?
No. Read the full offer conditions.
Can normal points appear while bonus points are missing?
Yes. The two parts can have different conditions or timing.
Should I make another purchase to test it?
No. Check the existing purchase and campaign first.