Troubleshooting Apollo AMPs & RewardsUpdated 3 hours ago

If you are having trouble viewing your AMP balance, redeeming rewards, or understanding why points haven't appeared in your account, please review the common scenarios and solutions below.

Note: This program is currently available for US and Canadian customers only. Services described are not available in Australia at this time.

I don’t see my AMPs in my account

If you believe you have earned points that are not reflecting in your balance, it is usually due to processing times or specific requirement checks.

1. Processing Delays

Depending on the action, points may take 24–72 business hours to appear in your account. If it has been less than 3 business days, please allow a little more time for the system to update.

2. Referral Points are Missing

Referral points (5,000 AMPs) are not awarded immediately upon sending the link.

Requirement: Your friend must complete their purchase using your code.
Timing: Points are only awarded after your friend's order has been fulfilled. Once the order is fulfilled, there is an additional 3-day delay before points appear in your account.

3. Social Media Points (Instagram/YouTube)

If you followed us on social media but didn't get points:

The Cause: You likely followed us directly through the social media app.
The Fix: You must click the "Earn Points" button inside your Apollo Rewards dashboard. This action triggers the system to verify the follow and award the points. If the button in your dashboard is grayed out, the system believes you have already earned them.

4. Purchase Made Before Account Creation

Ideally, you should create an Apollo Amplified account before purchasing. However, if you bought your scooter as a guest or before signing up, our support team can manually add these points for you. Please contact customer support for assistance.

Troubleshooting Riding Points

You can earn 1 AMP for every mile ridden on your scooter. If these aren't showing up, check the following:

1. Is your scooter App-Enabled?

Points can only be generated if your scooter is connected to the Apollo App. If your scooter model is not app-enabled, it cannot generate riding points.

2. Are your accounts linked? (Most Common Issue)

To earn points for riding, your Apollo App account must be linked to your website (Shopify) account. Even if you use the same email for both, they may not link automatically.

How to link your accounts:

Open the Apollo App and go to the Settings tab.
Select Personal Information.
Tap the Apollo Amps field.
Select "Yes, merge my account."
Enter your Store/Shopify email address.
Retrieve the confirmation code sent to your email and enter it in the app.
A pop-up will confirm your current AMP balance, indicating the merge was successful.

Note on retroactive points: We grant 1 point per mile for rides recorded since September 1, 2023. These points require the account link described above.

Problems Redeeming Rewards or Using Codes

1. "I can't redeem a reward"

Check Your Balance: Verify you have enough AMPs for the specific reward.
Annual Limit: Each specific reward can only be redeemed once per year. For example, if you have already redeemed a "$50 off" reward this year, you cannot redeem that specific reward again until the yearly limit resets. You can, however, redeem a different reward (e.g., "$100 off") if you have the points.

2. "My discount code isn't working at checkout"If you have a code but it is being rejected, check the checklist below:

Eligibility: Ensure the items in your cart match the reward. For example, an "Accessory" discount code cannot be used on "Spare Parts".
No Stacking: You cannot use multiple promotional codes on a single order. If you are already using a sale code or another promo, the rewards code will not apply.
Spelling: If you manually entered the code, double-check for typos. We recommend using the "Apply code" button in the rewards pop-up to add it automatically to your cart.
Expiration: Verify the code hasn't expired.

Why did my AMP balance drop?

If your point balance is lower than expected, one of the following may have occurred:

Redemption: You recently redeemed points for a reward.
Order Cancellation: If you returned a product or canceled an order that had previously earned you points, those points are deducted from your balance.
Expiration: Points expire after 2 years of inactivity. Inactivity is defined as a period where you do not earn or redeem any points.

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