> ## Documentation Index
> Fetch the complete documentation index at: https://docs.mention-me.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Common problems in the Customers section and how to fix them.

<AccordionGroup>
  <Accordion title="I can't find a customer in search">
    Two usual causes:

    * They were purged. Searching by their old email won't find them.
    * The email on file differs from the one you're searching with. Try name or customer ID.
  </Accordion>

  <Accordion title="A purchase isn't showing up on a customer">
    Most often a data mismatch. The purchase email differs from the share or sign-up email. Open the profile, check the activity timeline, and if the rest of the data looks right, [open a Tech Ops ticket](https://help.mention-me.com/hc/en-gb/requests/new?ticket_form_id=8840645829405).
  </Accordion>

  <Accordion title="Pending rewards aren't clearing">
    Open [Pending Rewards](/knowledge-v2/customers/pending-rewards). Rewards stuck on **Reward requires manual approval** are blocked on a human decision (yours). Rewards stuck for any other reason usually mean an upstream condition isn't met (e.g. paying-customer status not confirmed).

    <Note>
      If your team also uses SFTP to feed purchases or confirmation data, check the SFTP queue first. A held SFTP delivery can leave rewards pending until the data is processed. See [SFTP setup](/knowledge/integrations/data-feeds/sftp-setup) (legacy docs) for the file format and connection details.
    </Note>
  </Accordion>

  <Accordion title="A customer is flagged as suspicious but Insights don't say why">
    The Signal banner uses the platform's automatic detection; Insights are generated separately and may not have fresh data. Use [Fraud Review](/knowledge-v2/customers/fraud-review) to see which signal tripped on which campaign.
  </Accordion>

  <Accordion title="Fraud score looks wrong">
    Fraud scores are signal-driven and tunable. Open the **Top fraud signals** card on [Fraud Review](/knowledge-v2/customers/fraud-review) to find the signal most affecting your scores, then loosen the underlying rule if needed.
  </Accordion>

  <Accordion title="I unsubscribed a customer but they're still getting our emails">
    Mention Me only controls Mention Me emails (registration, reminders, fulfilment). Emails from your own systems (ESP, transactional) are not affected. Suppress on your side too if needed.
  </Accordion>

  <Accordion title="Enrol customer button is greyed out">
    No active campaigns in your account, or your role doesn't include the enrolment permission. Check **Campaigns** for one and **Team & members** for the other.
  </Accordion>
</AccordionGroup>

## Still Stuck?

[Open a support ticket](https://help.mention-me.com/hc/en-gb/requests/new?ticket_form_id=1900000712373) with the customer ID and a screenshot of the issue.