What Happens If a Reward Is Delayed or Pending
Typical reasons a redemption can be delayed, how status is shown, and when to contact support.
What this is
After you redeem a reward, it moves through a few statuses before it's delivered. A redemption showing Pending or Approved isn't stuck — it's being processed. This article explains the typical timeline, what each status means, and when to reach out if something seems off.
Why there's a processing window
Gift cards and custom rewards follow different paths after you click Confirm.
Gift cards
Gift cards are fulfilled by PraisePal. Once you redeem, we process the order and email you the gift card details. This takes a few business days because orders are batched and verified before delivery.
Custom rewards
Custom rewards are fulfilled by your company. Your workspace admins receive the request, review it, and handle delivery themselves — whether that's physical merchandise, an experience, or something else entirely. The timeline depends on your company, not PraisePal.
How it works
Gift cards
You redeem → status becomes Pending
PraisePal processes the order (5–7 business days, excluding weekends)
You receive an email with your gift card → status becomes Fulfilled
You can check your redemption status anytime at Account > Activity > Reward Redemptions under the Gift Cards tab.
Check your spam folder. Fulfilment emails sometimes land there. If you've unsubscribed from PraisePal emails, delivery will fail — make sure you're still subscribed.
Custom rewards
You redeem → status becomes Pending
Your admin reviews the request → status becomes Approved (fulfilment in progress)
Your admin delivers the reward → status becomes Fulfilled
Each status change triggers an email, so you'll know where things stand. Custom reward timing depends entirely on your company's process — some are same-day, others take longer.
If a custom reward is taking a while, contact your workspace admin, not PraisePal. We don't manage custom reward fulfilment.
Common misconceptions
When to contact support
Gift cards: If your redemption has been Pending for more than 7 business days (excluding weekends), contact support by email or chat. Include the reward name, redemption date, and a screenshot of your Activity page if possible.
Custom rewards: Contact your workspace admin first. PraisePal support can't help with custom reward fulfilment since your company manages those directly.