If you ever have a guest not receive a reward from an active campaign, you will want to check the segment tied to the campaign to see if the guest is part of the segment. An easy way to check this would be to pull a data export for the segment to verify the guest is in the segment.
Follow these steps:
1. Go to Guests>Segments and find the segment. Click to open
2. Inside the segment click 'Export' from the button with 3 dots in the upper right corner.
3. Enter the required information on the next page then click 'save schedule' at the bottom of the page.
To confirm the guest is in the segment , please refer to this article: How do I find out if a guest falls within a segment?