Your reward redemption history shows every reward you have requested and where it is right now: waiting for your admin, approved, emailed to you, declined, or refunded. Rewards are usually delivered within a few minutes of approval, by email from Matter's reward partners, Tremendous (rewards@reward.tremendous.com) and Tango (noreply@tangocard.com).
Who can use this: Every member on the Pro and Enterprise plans, or on any plan during the free trial. Works the same for Slack and Microsoft Teams workspaces.
For an overview of the whole feature, read the Rewards Guide.
Accessing Rewards Redemption History
Open the Web App.
Go to Rewards and click View Redemption History.
Reward redemption statuses
Pending: waiting for a Matter admin at your company to approve or decline it. Nothing is sent until they do. Your redemption history shows who your admins are; ask one of them to approve the request. You can cancel a pending request yourself and the coins come back.
Approved: your admin approved it and the reward is being sent. Gift cards, reward links, prepaid cards, and PayPal or Venmo rewards normally arrive by email within a few minutes; allow up to 24 hours. Custom company rewards stay Approved because your company delivers them itself, not Matter. Premium gifts and swag move to Processing, Shipped, and Delivered as they are made and sent.
Delivered (shown as Emailed to you): the reward email has been sent. If you do not see it, check below under Reward not received. You can resend it to any email address yourself. How to resend your reward to an email address
Declined: a Matter admin declined the request and your coins were returned.
Refunded: the request was canceled and your coins were returned, either because you canceled it or, rarely, because the gift card went out of stock at the reward partner after approval. Pick another reward; your company was not charged.
Reward not received?
Work through these in order. Most missing rewards turn up at the first or second step.
Check the status. If it is Pending, ask your Matter admin to approve it; nothing is sent before approval. If it is Approved, allow up to 24 hours.
Check spam, promotions, and quarantine. Search your inbox for rewards@reward.tremendous.com and noreply@tangocard.com.
Check which inbox it went to. Rewards go to the Reward Delivery Email if you set one in Account Settings, Rewards, otherwise to the email on your Slack or Microsoft Teams account. Microsoft Teams accounts often use an address that is not your everyday inbox. Change your rewards delivery email address
Resend it yourself. Open Redemption History and use Resend to send it to any email address. How to resend your reward to an email address
PayPal and Venmo rewards take two steps. The email arrives within minutes, you claim it from the email, and the money lands in your account about 10 to 15 minutes later, longer if your PayPal account is not yet verified. Give it 24 hours before contacting PayPal.
Still nothing after 24 hours? Email support@matterapp.com with the reward name and the date you requested it. For a gift card code that does not work, the reward partner can help directly: Tremendous at help@tremendous.com with the Reward ID from the bottom of the reward email.