When a redemption is held for review

Every redemption request is scored automatically for risk. A request above our risk threshold is held for a person to check before it is sent. Very large requests are always held.

A hold is not an accusation. The signals include things like a destination used by several accounts, a very new destination or account, or a recent failed transfer.

While a redemption is held, your points stay reserved for it. We answer within 24 hours.

If the request is approved, it is sent like any other. If it is refused, the points come back to your balance, you are told the reason, and you can appeal. An appeal is reviewed by a person.

If you want to add something, open the redemption and choose the support address, contact@lovele.app. The email opens with the redemption reference in its subject, so nobody has to ask you for it. Our team replies within 48-72 hours, in English.