If a kudos posted in Slack or Microsoft Teams but the coins never reached the recipient, the usual cause is Coin Monitoring: your admin set a limit on how many coins one person can give another in a period, so Matter posted the kudos without the coins and sent the giver a direct message saying the coin reward was reduced. The other causes are the recipient being excluded from receiving coins, rewards being off for your workspace or plan, or the coins still being on their way.
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. Related articles: Coin monitoring system and Excluding members from giving or receiving coins.
Check these first
Did the giver get a message from Matter? If Coin Monitoring stopped the coins, the giver receives a direct message that reads "Your coin reward to @name was reduced from 10 to 0" followed by "Your coin reward was reduced to meet limits set by your company admins." The kudos still posts. The limit is per giver and recipient pair for the current allowance period, and Admins and group managers are exempt.
Is the recipient excluded from receiving coins? Admins can exclude members or groups under Settings, Rewards, Coin Eligibility. Coins sent to an excluded member are returned to the giver, and the giver's confirmation says "The kudos recipient is not eligible to receive coins. Your coins were returned."
Are rewards on? Coins need Rewards, which is on the Pro and Enterprise plans and during the trial. If the workspace is on Free or Basic, or an admin disabled rewards, the coin field does not appear in the kudos form at all.
Was it only a minute ago? Matter posts the kudos first and credits the coins a moment later. If the recipient checks their balance straight away, give it a few minutes and refresh the web app.
Did the kudos go to a group or to everyone? The amount entered is per person, not split. Each recipient should receive the full amount, and the giver is charged amount times the number of people.
Did the giver run out of coins to give? Matter checks this before sending ("You don't have any more coins to give"), so a kudos that posted was within the giver's allowance. Earned coins can only be redeemed, never given.
How to fix it
Coin Monitoring stopped the coins: an Admin can raise or turn off the limit under Settings, Rewards, Coin Monitoring, or add the coins by hand with Adjusting team members' coin balance. Matter does not re send coins automatically once a limit has reduced them.
The recipient is excluded: an Admin removes them from the Exclude from Receiving Coins list, then the giver sends a new kudos with coins.
Rewards are off: an Admin turns rewards on under Settings, Rewards, or upgrades the plan. See Disabling rewards and coins.
Where to see what happened
Admins can open Rewards Manager, Reports and download the Rewards report, which lists every coin transaction by giver and recipient. Members can see the coins they received under Rewards in the web app and in their activity history. See Rewards report and Viewing kudos activity history.
FAQs
Does the kudos card still show the coins when they were stripped?
If every recipient was over the limit, the card shows the amount that was actually sent, usually no coins at all. If only some recipients were over the limit, the card still shows the original amount with "each", so it can look as though everyone received coins.
Can the giver get the coins back?
Yes. When Coin Monitoring or an exclusion reduces the coins, the giver is only charged for the coins that were sent, so the rest stay in their allowance to give to someone else.
Why did I get coins from a kudos but not from a celebration?
Celebration coins are a separate setting under Settings, Celebrations, and need Rewards too. See Celebrations Guide.
Still stuck? Email support@matterapp.com with the workspace name, who sent the kudos, who received it and when.