If you see where a guest has a reward available within their Punchh Timeline, but this reward is not showing in NCR, please confirm the following:
The correct flow is being used for Loyalty: with NCR Silver, 5.0, the reward will not display until the TENDER button is used. Please ring in the items, select the correct tender, and choose the appropriate reward when displayed.
Ensure that there are no network errors occurring. This has been seen to be the greatest denominator when this issue arises.
Should the above steps bee ruled out, please reach out to NCR first, to investigate. After doing so, if further assistance is needed, please reach out to email@example.com.