If the rewards store in Matter is empty, shows a "You discovered a premium feature!" banner, or has no gift cards for you, it is almost always one of three things: your plan does not include Rewards or an admin turned rewards off, the admin has hidden that reward category, or the store is set to a country with few rewards. With fewer than 50 coins the store still shows rewards, but you cannot redeem them yet.
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: Redeeming Matter coins for rewards and Disabling reward types and categories.
What you see and what it means
"You discovered a premium feature!" with an Upgrade Plan button: your workspace is on the Free or Basic plan, or the trial has ended. Rewards are on Pro and Enterprise. Admins can upgrade under Settings, Billing; members can click Upgrade Plan to send a request to an admin.
The same card with an Enable Rewards or Request Rewards button: the plan includes rewards but an admin switched them off under Settings, Rewards. An admin clicks Enable Rewards; a member clicks Request Rewards to ask.
The store loads but a whole section is missing (no gift cards, no donations, no Company Store): an admin hid that category under Settings, Rewards, Categories. Only an admin can turn it back on.
The store loads but every card is greyed out or says you do not have enough coins: you need at least 50 coins (5 dollars or the equivalent in your base currency) to redeem the smallest gift card, and more for fixed value items. Earn more coins and come back.
The store loads but has very few rewards: check the country selector in the store search bar. Matter shows the catalog for the country you pick, and it defaults to your last choice or your location. Change it to your country.
The store is blank with no sections at all: every category is turned off, or a reward partner is briefly unavailable. Ask an admin to check Settings, Rewards, Categories; if everything is on, try again in a few minutes.
For admins: the settings involved
Open the Web App and go to Settings, then Rewards.
If you see a Disable button, rewards are on. If you see Enable Rewards, click it.
Open Categories and check that Gift Cards, Prepaid Cards, Monetary Options, Company Store, Premium Gifts and Donations are on as you intend.
Open Advanced Settings and check the Base Currency; coins are worth 10 coins per unit of that currency, and prices in the store are converted from it.
FAQs
Why can I see rewards in Slack but not in Microsoft Teams, or the other way round?
The store is the same web app for both platforms. If the Teams message extension says "Rewards are disabled", rewards are off for the workspace, not just for Teams.
Why is the Company Store empty?
The Company Store only shows rewards your admin has created (custom rewards, swag). Until an admin adds one, the section is empty. See Company Store overview.
Can an admin lock the store to one country?
No. Each member picks their own country in the store; the choice is saved for them.
Still stuck? Email support@matterapp.com with the workspace name, what you see on the Rewards page and which plan you are on.