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Overview

When a reward was already created and the recipient did not get it, resend that same reward. Do this from the reward card on the person’s profile. Resend sends the reward again to the address already on it. It does not create a second reward, and it does not change the destination. For a Tango gift card that needs a corrected email address, follow How to Resend Tango Rewards. Changing the person’s email in Extole and then clicking Resend still delivers to the original address.

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Resend from the Person Profile

  1. Click User Support in the sidebar and search for the person.
  2. Open their profile and find the reward in the Rewards section.
  3. On the reward card, click Resend.
Resend is on the card when that reward can be sent from its current state. A Sent reward that can be sent again shows Resend. The button stays pending until the request finishes. My Extole then confirms with Reward has been re-sent! If the request fails, it shows Something went wrong. The same card hides Resend and Retry when the campaign is stopped or archived. The card says This campaign is stopped or archived.

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When the Card Shows Retry

Retry is a separate action. It appears only when the reward is Earned or Failed. Click Retry to try that reward again. The button stays pending until the request finishes. A Sent or Fulfilled reward does not show Retry on this card. Use Resend when that action is available. If neither Resend nor Retry is on the card, that reward cannot be sent or retried from its current state. Contact support@extole.com.

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Reward Details

Opening the reward still leads to the Reward Details page, which has its own Resend for a reward that can be sent again. On a person’s profile you can resend without leaving the reward card.
Resend Does Not Change the DestinationResend on the reward card, and Resend on the Reward Details page, both deliver to the address already associated with that reward. To send a Tango gift card to a corrected email, contact Extole and have the reward resent in Tango. See How to Resend Tango Rewards.