> For the complete documentation index, see [llms.txt](https://help.smartico.ai/welcome/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.smartico.ai/welcome/products/tools-and-guides/faqs/faq-bonuses.md). # 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, unless the **Retry bonuses rejected by the platform** setting in **Label settings** is ON (see below). #### 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 during the retry period set by Smartico. If retries fail until the end of the retry period, the bonus will remain in the "NEW" status. * **Conditions for Retry**: * **Internal Issues**: Retries occur if an internal problem on Smartico side (i.e Network issue) prevented the request from being submitted to the platform. * **Agreed Conditions**: Bonuses rejected by the platform are retried only if the **Retry bonuses rejected by the platform** setting in **Label settings** is ON. A rejected bonus then stays in the "NEW" status and is sent again; if the last attempt in the retry period still fails, it is marked as "Redeem Failed". This setting should be ON only if the platform confirms protection from double bonusing; ask your Success manager to change it. * **Non-Retry Conditions**: * **Store Bonuses**: Bonuses received from the store will not be retried. * **Platform Responses**: When the **Retry bonuses rejected by the platform** setting is OFF (the default), any explicit response received from the PAM (Player Account Management) system concludes the automated retry process, and any platform-returned error is marked as a failure ("Redeem Failed"). * **Manual Re-Send Conditions:** * **Store Bonuses:** Bonuses that are bought from the store cannot be manually re-sent. * **Bonuses issued from other places:** Bonuses that are issued from mini-games, missions, campaigns, automation rules, etc., can be manually re-sent: in **Bonus history**, select the failed bonuses (status **Redeem Failed** or **Coupon Issue Failed**) and click **Re-send**. You can select only bonuses created in the last 2 days that were not re-sent before. {% hint style="info" %} **Template Updates & Retries:** Retries always use the configuration captured when the bonus was first created. If you update a Bonus Template to fix an error, the fix only applies to new bonuses. Any existing bonuses stuck in `NEW` or `Redeem Failed` must be canceled and re-issued fresh. {% endhint %} Bonus History can always be expanded to view the call made by Smartico and the response received by the platform: To inspect the details of an issuance attempt: 1. In the Back-Office, open **CRM → Gamification → Bonus history** (or navigate to the player's profile and select **Bonuses**). The **Error** column shows the error text; if the column is hidden, turn it on with the grid icon. 2. Click **Details** on the bonus row (the button is shown for every status except **New**). The **API calls history** window lists every call with its **Request time**, **Response code**, **Method** and **URL**. 3. Click a call to expand it and view the request payload sent by Smartico and the response body returned by the platform.

CRM → Bonus history: 1 — Details opens the API calls history, 2 — the response code of a call, 3 — the request and the response

#### 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 #### Bonus Safety Cap Limits: Smartico includes automatic safety cap limits to protect against accidental over-issuance: * **Bonus cap count reached (Error 11008)**: The player has reached the maximum permitted number of bonuses per day (UTC). For real (non-test) players, the limit is set by the **Max bonuses per player per day** setting in **Label settings** (the value can differ, so check it for your label); for test players, by **Max bonuses per test player per day**. * **Bonus cap amount reached (Error 11013)**: The cumulative value of bonuses awarded to the player within the defined time period has reached the configured monetary cap: the total **Bonus cost** per player per day (UTC), in the label's base currency, set by **Max total bonus cost per player per day** in **Label settings**. Only bonuses whose template has a **Bonus cost** count. See [Bonus Amount CAPs](https://help.smartico.ai/welcome/products/general-concepts/bonuses#bonus-amount-caps) for how to set the caps. When a safety cap limit is reached, Smartico blocks the bonus before sending any request to the platform and marks the attempt as "Redeem Failed" with the respective cap error. By understanding the causes and handling of bonus issuance errors, you can better manage and troubleshoot these issues. ### **Why does Smartico show a bonus as "Redeemed" while the operator platform shows it as "Active"?** These statuses represent different stages in the bonus lifecycle across two systems: * **Smartico ("Redeemed")**: Indicates that Smartico successfully delivered the bonus instruction to your platform's bonus API and received a success confirmation. Smartico's role as issuance middleware is complete. * **Operator Platform ("Active" / "In Progress")**: Indicates that the bonus is active in the player's account and available for gameplay. The platform updates its own status to completed once the player finishes wagering or uses all free spins. {% 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. For details on automated calculation of bonus values using player formulas and metrics, see the [Dynamic Rewards](https://help.smartico.ai/welcome/products/general-concepts/dynamic-rewards) page. {% endhint %} ### **Can Smartico track remaining free spins or wagering progress for a player?** No. Spin consumption, remaining balances, and wagering progression are managed exclusively within the operator's casino platform and game provider systems. Smartico records the successful delivery of the bonus template and the platform's confirmation response, but does not monitor subsequent gameplay rounds or real-time spin balances. To verify remaining spins or round history, use the external transaction ID from the bonus **API calls history** (the **Details** button in **Bonus history**) in your platform's reporting tools. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://help.smartico.ai/welcome/products/tools-and-guides/faqs/faq-bonuses.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.