When a Matter user is removed, their coin balance essentially becomes frozen, and they are unable to redeem their coins for a reward unless they are re-added to the Matter-connected Slack or Teams channel.
For an overview of the whole feature, read the Rewards Guide. Related articles: Bulk add or remove coins and Excluding members from giving or receiving coins.
For example, often, as a part of the off-boarding process, when an employee is terminated, they are removed from Slack or Microsoft Teams. This results in them being automatically removed from Matter, and they are unable to access their earned coins to make a reward request.
We recommend specifying in your employee handbook or policy what happens to employees’ coin balance when terminated. We often have terminated employees ask for help to access their earned coins, and we direct them back to the company for guidance.
Here are a few common ways we hear companies handle this situation:
“Use It or Lose It” Policy: Since the employee did not use them before their termination, they are no longer available for use.
Re-Activate Employee: Re-add the terminated employee to the Matter-connected Slack or Teams channel for a set period of time so they can access and use their earned Matter coins.
Redeem through Admin Account: Add the terminated employee's coin balance (found in the Rewards Report) to a Matter Admin’s coin balance and redeem a reward on behalf of the terminated employee. Subsequently, forward the reward email to the terminated employee.