SC and points not posting over a week ago

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flying_duck

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Hi VFF

Hoping you can help. My flights from last Monday morning (30th), Friday evening (4th) both haven't posted to my velocity account. I know it takes a couple days, but i've never missed one over a week before. It's like I didn't even take the flights!

Any idea? Is there an outstanding issue or is it just me? VFF number definitely on the bookings, my boarding passes show my status.

Cheers.
 

TomVexille

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Can take up to 2 weeks. Fill in the Retro-claim form online if they haven't shown up by then.
 

777

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I'm having the same issue here. Several family flights haven't posted from last monday and my flights from last Wed and thursday haven't posted yet. It's usually the case for me that they post in about 2 working days. I will do a retro claim if they don't go through (although it's a pain as it's several bookings from multiple accounts) but is there a particular delay for any reason at the moment?
 

eastwest101

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Yep - the work experience kids have been at it again. Just had to do a retro claim for 2 flights on the 30th June that went AWOL, my VA flights were usually posting between 2-3 days up until now.

I was almost at the point of assuming that VA SC and points were crediting correctly with the glacial pace of progress with the VA/Velocity web sites, but thanks to the heads up from this thread it looks like I will have to remain vigilant :rolleyes:
 
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Hi there,
We have no known issues with VA accruals at this stage. To enable the team to investigate and diagnose the issue, could I please ask all those who are experiencing a problem with earning on VA to PM me with your Velocity account number and flight details?
 
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Hi there,
We have no known issues with VA accruals at this stage. To enable the team to investigate and diagnose the issue, could I please ask all those who are experiencing a problem with earning on VA to PM me with your Velocity account number and flight details?

Further to above, we are now aware that there have been a few problems with earn files since the beginning of last week. Rest assured that this is being investigated with high priority. I will post a further update as soon as new information is available. Thanks to the AFF members who have PMed me so far, which has really assisted in identifying the impacted flights.
 
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TomVexille

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Further to above, we are now aware that there have been a few problems with earn files since the beginning of last week. Rest assured that this is being investigated with high priority. I will post a further update as soon as new information is available. Thanks to the AFF members who have PMed me so far, which has really assisted in identifying the impacted flights.

Excellent response :)
 

OzEire

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Thanks for starting this thread FIFO.

Ive had similar probs in points not posting last week but assumed it was an EOFY issue.

Will retro claim them now rather than just waiting.
 

markis10

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I had to do a retro claim but it was pretty much instant credit when I did.
 

MH_fan

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Late/non posting of poonts/SCs

I don't know if anyone else is experiencing this but VA have been really slow recently to post points and SCs. They tend to come through after 48 hours or 72 hours at the latest. My last few flights have had the points and SCs credited about 4 days later or not at all and I've had to put in a missing points claim if they still haven't posted after 5 days.
 

markis10

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Re: Late/non posting of poonts/SCs

I don't know if anyone else is experiencing this but VA have been really slow recently to post points and SCs. They tend to come through after 48 hours or 72 hours at the latest. My last few flights have had the points and SCs credited about 4 days later or not at all and I've had to put in a missing points claim if they still haven't posted after 5 days.

I have merged your thread with one discussing the known issue.
 
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MH_fan

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Re: Late/non posting of poonts/SCs

Thanks, markis10. Glad to know I'm not the only one having problems over the past 2 weeks.
 

flying_duck

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Re: Late/non posting of poonts/SCs

Thanks markis10.

It's been bugging me because it was the first flexi I took in a while and being a geek I really wanted to see the SC's credit. Hope they get it sorted soon. Happy to wait until VFF comes back with a solution.
 
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Re: Late/non posting of poonts/SCs

Good morning all,

Our technical team is still working on the system error but unfortunately there is no ETA on a fix as yet.

However we have found that the retrospective Points claim process is working properly. Therefore if you need your Points / SCs urgently, please feel free to raise a retro claim through our website; alternatively, you can wait till the core error is resolved at which time your missing VA flights from the past week should post automatically once the backlog is cleared.

I will provide another update once I am in a position to provide an ETA for resolution.
 
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BD1959

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Re: Late/non posting of poonts/SCs

Submitted a claim this morning for a couple of flights early last week ... just found this Thread, pleased to see I am not alone!

Regards,

BD
 

Frostydog007

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Re: Late/non posting of poonts/SCs

Update from Virgin:

Re: Late/non posting of poonts/SCs
Good morning all,

Our technical team is still working on the system error but unfortunately there is no ETA on a fix as yet.

However we have found that the retrospective Points claim process is working properly. Therefore if you need your Points / SCs urgently, please feel free to raise a retro claim through our website; alternatively, you can wait till the core error is resolved at which time your missing VA flights from the past week should post automatically once the backlog is cleared.

I will provide another update once I am in a position to provide an ETA for resolution.​
 
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Re: Late/non posting of poonts/SCs

Hi everyone,

I am pleased to advise that the technical error has been identified, and all outstanding earn files for VA flights from early last week should be processed by Friday.

My apologies to members who have been inconvenienced by this, and thank you all for your patience. :)
 

Mogul

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Same problem here with 2 flights from last week. Thanks Vff for the update, lets see what happens over the next few days.
 

777

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Mine have now posted. Thanks to the VA rep for the timely follow up.
 
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