If you see an error at the POS or in the Redemption Log regarding an "unassigned pool" and you have confirmed the issue is not regarding the cash drawer, the issue may be that a reward was applied on a transaction and later removed but the same redemption code was attempted to be used. See below.
In the screenshot below, you can see the first entry on the bottom shows "It can be honored" followed by "Please HONOR it" in the line above it. These are the two steps in applying a reward. See Why do we see two redemption logs for a single redemption code? Then, in the top line, you can see the "unassigned pool" error.
You can then check the guest's Timeline and you will see a "Void Honored Redemption". See What does Void Honored Redemption mean? This will show that the the reward was cancelled/deleted at the POS.
Generally, you can simply apply a new reward to complete the transaction. If the issue persists, you may need to reach out to your POS provider but you can always send a ticket to Punchh Support if you are not sure.
In an effort to supply information as quickly as possible, this article has been published prior to a formal technical review, and is subject to factual, grammatical, and various structural errors. Data may be incomplete, misordered, or incorrect.
This additional disclaimer will be removed upon formal review of this article. The standard Punchh Inc. KB Disclaimer still applies, and can be found at: https://support.punchh.com/hc/en-us/articles/360040100273-Punchh-Inc-Knowledge-Base-Disclaimer
If further assistance is required, submit a ticket to Punchh Support. (For help submitting a ticket, click here)