Redeem Points Eligibility & Rules Guide
Short answer: This guide explains the eligibility rules, status meanings and common reasons a redemption request may be delayed or rejected. For the step-by-step redemption process, see how to redeem reward points.
Reviewed by Santosh More, Founder — SM Digital Ventures:
What decides redemption eligibility
Whether a redemption request can be submitted depends on: the eligible balance currently displayed in your account, whether your mobile number and account are verified, your service-plan status, and the redemption conditions currently in effect. The conditions shown for your own account in the app are the ones that apply — this page describes the general rules, not a per-account guarantee.
What request status labels mean
Pending — the request has been submitted and is waiting for review. This can include account verification, balance checks or duplicate-request review.
Approved — the request has passed review. Processing to your chosen UPI ID, bank account or shop order follows next.
Rejected — the request did not meet the eligibility or verification conditions at the time of review. Check whether a reason is shown in the app.
Completed — the redemption has been processed and finalised for that request.
Common reasons a request is delayed or rejected
- Account verification is incomplete or the mobile number is not yet verified.
- A duplicate or repeated request for the same balance is already under review.
- The UPI ID, bank account number or IFSC code entered does not match your saved details.
- The service-plan or account status does not currently meet the redemption conditions.
- A routine policy or security review is still in progress.
If your request stays pending
Do not submit repeated duplicate requests — this can slow down review further. Note the request date, current status and any reference number, then contact official support if the status stays unclear for an unusually long time.
Frequently asked questions
What makes a redemption request eligible?
Eligibility depends on account verification, the balance displayed in your account, active service-plan status and current company policy. The exact conditions shown in the app for your account are the ones that apply.
Why was my redemption request rejected or delayed?
Common reasons include incomplete account verification, a duplicate request already under review, incorrect payout details, or a policy review still in progress. Check the status and any reason shown in the app first.
Do reward points expire?
Any expiry or validity rule for points is set out in the app's Terms and Conditions. Check the current Terms and Conditions page for the applicable policy.