# FAQ: Bonuses

### **What should I do if I encounter errors when issuing bonuses?**

Errors when issuing bonuses can occur for various reasons. One common error is the “Read timed out” error, which means our system sent a request to the platform servers but did not receive a response within the specified time. As a result, the attempt is marked as a failure, and our system will not repeat the request automatically.

#### Understanding the “Read timed out” Error:

* **Cause**: This error occurs when the platform server does not respond within the designated timeframe.
* **Effect**: The bonus issuance attempt is marked as a failure.

If you encounter this error, it is recommended to contact your platform provider first, as the issue originates from the platform's bonus API and not from Smartico.

#### Bonus Issuing Retry Process:

* **Retry Interval**: Smartico will retry issuing bonuses every 10 minutes for those in the "NEW" status within the last hour. If retries fail for one hour, the bonus will remain in the "NEW" status.
* **Conditions for Retry**:
  * **Internal Issues**: Retries occur only if an internal problem on Smartico side (i.e Network issue) prevented the request from being submitted to the platform.
  * **Agreed Conditions**: During integration, we can agree to retry upon other failure reasons, provided the platform confirms protection from double bonusing.
* **Non-Retry Conditions**:
  * **Store Bonuses**: Bonuses received from the store will not be retried.
  * **Success Criteria**: Any response from the PAM (Player Account Management) system is considered a success.
* **Manual Re-Send Conditions:**
  * **Store Bonuses:** Bonuses that are bought from the store cannot be manually Re-Send
  * **Bonuses issued from other places:** Bonuses that are issued from mini-game, mission, campaign, automation rule, etc., can be manually re-send

Bonus History can always be expanded to view the call made by Smartico and the response received by the platform:

<figure><img src="/files/mY0ak4nHDYyV5WQTsj3v" alt=""><figcaption></figcaption></figure>

#### Additional Help:

If you continue to experience errors after consulting with your platform provider, please contact Smartico support with detailed information, including:

* The specific bonus involved
* The timeline of the issue
* Any relevant logs or screenshots
* Link to our backoffice to the case in question

By understanding the causes and handling of bonus issuance errors, you can better manage and troubleshoot these issues.

{% hint style="info" %}
For more information about bonuses and their status, read [Bonus Statuses](https://help.smartico.ai/welcome/products/general-concepts/bonuses#bonus-statuses) here.
{% endhint %}


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