Tiers are recalculated whenever a member's points change, so a correct promotion is immediate rather than overnight. When tiers look wrong, the cause is usually the plan, the toggle, or the difference between lifetime points and the current balance.
Check these in order
Tiers require the Pro plan and the tiers toggle.
Both must be on. If either is off, tier assignment stops immediately and members keep whichever tier they last held, which reads as "tiers are frozen" rather than "tiers are off".
Tiers use lifetime points, not the current balance.
A member sits in the highest tier whose minimum their lifetime points have reached. Redeeming rewards spends the balance but never reduces lifetime points, so spending never demotes anyone.
You have no tiers defined.
With no tiers configured there is nothing to assign, and the feature appears to do nothing.
The member has been inactive.
A member who earns nothing for the Tier maintenance period set in Program Setup drops one tier. They earn it back automatically on their next purchase.
How to fix it
Switch on Enable VIP tier system in Program Setup and check the thresholds on VIP Tiers. The other case where a member drops is a refund: reversing points can take lifetime points back below the threshold they qualified on.
If it still is not working
Send us the customer’s email and the tier you expected through contact support.
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