Google Opinion Rewards - Expiring Credits

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4 months 3 weeks ago - 4 months 3 weeks ago #41657 by hungryghost
Some people have seen their Google Play credit balances drop significantly over the past few days. This appears to be related to a mass expiration of Google Opinion Rewards credits. I've recommended the Google Opinion Rewards app to community members in the past, so I thought I'd share with the forum some details about what seems to have happened.

Apparently, Google Rewards earnings were not actually expiring after one year - until recently when Google performed a bulk expiration of credits more than one year old. It sounds like previously there was a bug in the system, preventing Rewards credits from ever expiring. Google fixed that bug and adjusted everyone's balances around beginning of Nov. Unfortunately, there was no notice or forewarning that this was about to occur so, for people like me with long unused credit balances, those balances just disappeared.

Here's the full transcript of my support chat (with names removed to protect the innocent):

Google Support

CS-Rep 12:19 PM
Thanks for contacting Google Support. My name is CS-Rep.

CS-Rep 12:19 PM
Hey, Customer.

Customer 12:19 PM
Hello.

Customer 12:20 PM
I was looking for transaction history, to see what happened, but I don't find that accounting anywhere.

CS-Rep 12:21 PM
I understand that you are concerned about the expiration of the Play balance

CS-Rep 12:21 PM
Will certainly provide you with the exact information.

Customer 12:21 PM
Yes, please let me know what expired when.

CS-Rep 12:22 PM
It looks like your Google Play balance is entirely promotional balance.

CS-Rep 12:23 PM
The Play balance 49.26 USD has expired on 2019-11-04

Customer 12:23 PM
I wasn't aware that this amount was expiring.

Customer 12:24 PM
How am I supposed to know when this will happen?

CS-Rep 12:25 PM
According, to Google opinion rewards policy, all acquired credits expire after one year of acquiring them. Here is the link: support.google.com/consumersurveys/answer/6322284?hl=en

Customer 12:26 PM
I don't know how to look up when credits are expiring. Is there any notice given or a way for me to anticipate such large drops in balance?

CS-Rep 12:27 PM
Please keep an eye on the deduction dates.

CS-Rep 12:27 PM
You can go to Google Play store app >> menu >> payment methods >> play balance to check it.

CS-Rep 12:27 PM
Do spend more so that the deduction date moves far away.

Customer 12:29 PM
Does spending play credits work to postpone expiration?

Customer 12:29 PM
I just spent some credits about a week ago.

Customer 12:29 PM
It really doesn't seem fair that the majority of my balance was wiped out in one day. I had no way to know this was going to happen.

Customer 12:30 PM
If I had known, I would have spent those credits in advance of the expiration date. But there is no way to tell.

CS-Rep 12:32 PM
As per the change of the policy after the 8th November, the Play balance which has been earned will have a different expiry date.

CS-Rep 12:33 PM
It was for one year for earned Play balance before, to see the details now, you could see the complete details

CS-Rep 12:33 PM
support.google.com/consumersurveys/answer/6322284?hl=en

Customer 12:36 PM
This still doesn't answer the question that I've asked several times. How am I supposed to know what balance will expire when? Are you saying I'm supposed to look through my Google Rewards earnings history and add up each reward up to 12 months back, then deduct any reward balance over that in addition to try to account for any Play balance not from Rewards, etc. etc. etc. As you can see, there is no reasonable way for me to figure this out and Google doesn't show this information to me anywhere.

Customer 12:37 PM
It seem quite unfair for the majority of my play balance to disappear in a single day, without any advance notice that X amount is expiring on Y date. Does that make sense?

CS-Rep 12:37 PM
I understood what you are trying to convey.

Customer 12:39 PM
Well, it sounds like there's not much you can do to address my specific case. But maybe you can pass my complaint along that this seems broken and is a very poor user experience.

CS-Rep 12:39 PM
Ideally unused promotional credits should expire exactly a year after getting it, however since our system is not fail proof, it looks like we are unable to follow through. Hence, when the system detected that some promotional credits should have already expired but did not, a bulk deduction occurred.

CS-Rep 12:39 PM
Sure.

CS-Rep 12:40 PM
I appreciate your feedback about this. I'll be sure to pass it to the product team for consideration as they continue to enhance this product.

Customer 12:40 PM
It makes me want to not participate in Rewards program or any promotional credit since balances can disappear arbitrarily in the future. If you can pass that along, I'd appreciate it. Thanks for your time.

CS-Rep 12:40 PM
Sure, Customer .

CS-Rep 12:40 PM
Anytime.

CS-Rep 12:41 PM
I also request you to submit feedback within the play store app and Google opinion rewards app in the Help& feedback section> send feedback.

CS-Rep 12:41 PM
Is there anything else I can assist you with today?

Customer 12:41 PM
No that's all. Thank you.

The following user(s) said Thank You: KentE, Isamorph, realLexusl21, Diedrich_Duo, triplesec

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4 months 3 weeks ago #41659 by Isamorph
Thanks for the info. It's peculiar how Google can create montages set to music and gifs from a person's photos, ask a person how their recent visit to the park was, and remind people about upcoming appointments dates, but cannot warn people when their earned money in their Google accounts is soon to be erased. Whatever: "do the right thing" and "don't be evil" as someone once said.
The following user(s) said Thank You: Diedrich_Duo

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4 months 3 weeks ago #41662 by Diedrich_Duo
Thanks for the heads up. I haven't noticed any drop in my credit balance yet, but even if they do adjust my account, at least I had enough to upgrade to the Deluxe version of RP Samara (ah, the good old days...).
The following user(s) said Thank You: KentE, Isamorph

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4 months 3 weeks ago - 4 months 3 weeks ago #41663 by realLexusl21

hungryghost wrote: Some people have seen their Google Play credit balances drop significantly over the last few days. This appears to be related to a mass expiration of Google Opinion Rewards credits. I've recommended the Google Opinion Rewards app to community members in the past, so I thought I'd share with the forum some details about what seems to have happened.

Apparently, Google Rewards earnings were not actually expiring after one year - until recently when Google performed a bulk expiration of credits more than one year old. It sounds like previously there was a bug in the system preventing Rewards credits from ever expiring. Google fixed that bug and adjusted everyone's balances around Nov. 8. Unfortunately, there was no notice or forewarning that this was about to occur, so for people like me with long unused credit balances, those balances just disappeared.



Yes! 50%. Of my balance went bye bye. I was wondering what happened. Should be no expiration.

I only have Google opinions because of you anyway. I have done well with it. So thank you HG.

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4 months 3 weeks ago #41676 by triplesec
Thanks for the warning; I hadn't had credits expire yet, but after I read this, I checked my account to see that it said my credits are expiring tomorrow. I took the opportunity to spend a bunch of the credits, and now it's saying my credits are set to expire 3/2020, so I now have some more time to use up the rest.
The following user(s) said Thank You: hungryghost

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4 months 3 weeks ago #41684 by 1birdman1
Not sure if it would have expired, but I just spent over $100 to get my balance to move further than tomorrow. Now I'm good until February.
Got a few movies just to be safe.
Google rewards and samsung tv credit got me over $170. Would hate to not get anything, so now it on movies to watch later.
Thanks for heads up
The following user(s) said Thank You: hungryghost

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4 months 3 weeks ago - 4 months 3 weeks ago #41688 by hungryghost
I was confused trying to figure out what some of you are referring to. I couldn't find credit expiry information anywhere. But apparently, I was looking in the wrong place? Because, now, when I pull up Google Play Store app > Payment methods > Google Play balance, the following is displayed:

"Expiring $x.xx promotion Deduction on XX/XX/XXXX "

I could have sworn this information wasn't there before, but maybe I was only looking at the Google Play website, which (as of now) lacks any information about expiring or deducted promotional credits.

Either way, the info appears in the Google Play app and that's exactly what I was asking Google Support for. I'm glad we have a way to know when to consume credits by, to avoid losing them. Still, I'd love for Google to surface this information more clearly, but I also realize it's not in Google's interest to do so. At least the info is available somewhere. Thanks to everyone who steered me in the right direction!

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