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Posts: 5
Registered: ‎10-31-2017
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Error message saying that certificates could not be issued at this time

Hi,

 

I tried to redeem all of my banked points for certs to make a large purchase.  However, after I issued several certs, I continue to get a message saying that the site could not issue certificates at this time.  I went ahead and made the purchase with the certs I created, but was a little frustrated that I could not use my remaining points.  Could you fix this?  Thanks so much.

 

Posts: 9,212
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Registered: ‎01-03-2013

Re: Error message saying that certificates could not be issued at this time

Hello bchae -

 

Welcome to the forum and thank you for reaching out regarding your trouble issuing certificates. Redeeming certificates is one of the most exciting parts of the My Best Buy program, so it's discouraging to hear that you had trouble issuing certificates to redeem on your recent purchase. I apologize for any disappointment this may have caused you.

With that said, we've had multiple customers lately report a similar experience, so we are checking with our support teams to see if there's more going on than isolated incidents. I'll be sure to reach back out to you once we have more information for you! 

Sincerely,

Tasha|Social Media Specialist | Best Buy® Corporate
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Posts: 9,212
Topics: 105
Kudos: 289
Blog Posts: 19
Solutions: 381
Registered: ‎01-03-2013

Re: Error message saying that certificates could not be issued at this time

Hi bhcae - 

I hope you are doing well! I wanted let you know that our support teams are still looking into this, though I don't have an update for you right now. As soon as I have further information, I'll be sure to let you know. 

Regards, 

Tasha|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Posts: 9,212
Topics: 105
Kudos: 289
Blog Posts: 19
Solutions: 381
Registered: ‎01-03-2013

Re: Error message saying that certificates could not be issued at this time

[ Edited ]

Hello again bhcae - 

 

When checking on your account this morning, I was able to issue a $5 certificate. Are you still having trouble on your end? 

Regards, 

Tasha|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎10-31-2017

Re: Error message saying that certificates could not be issued at this time

Hi Tasha,

 

Thanks for continuing to track this.  I do see the 5 dollar certificate that you issued.  It is appearing on my list of certificates.  However, when I try to issue my own, I still get the same error message.  If you need screenshots, I can send them to you.  Just let me know what a good email address would be.

 

I don't know if it matters, but I used my last round of certificates on a preorder for a Xbox One X.  I'm hoping this will clear once I pick it up tomorrow.  I'm not sure how the certificate side works, but I know I don't get charged on my credit card until the item is ready for pick up.  

Posts: 9,212
Topics: 105
Kudos: 289
Blog Posts: 19
Solutions: 381
Registered: ‎01-03-2013

Re: Error message saying that certificates could not be issued at this time

Hi there bchae - 

Thank you for letting me know! We'll continue looking into this and follow up with you once we have more info. 

Sincerely, 

Tasha|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎10-31-2017

Re: Error message saying that certificates could not be issued at this time

I am still continuing to have an issue trying to issue certificates using points.

 

I also just noticed that I'm also having a similar issue as the person in one of threads below.  In some areas it says I have $105 dollars in certificates.  However, when I actually look at the list of certificates, I only see the $5 you issued as a test.

 

While I'm not in a hurry, I would like to have certificates available for the early black friday event for elite members on 11/20.  Is there any way you can manually deduct points and issue certs?

 

Thanks for your continued communication.

Posts: 9,212
Topics: 105
Kudos: 289
Blog Posts: 19
Solutions: 381
Registered: ‎01-03-2013

Re: Error message saying that certificates could not be issued at this time

Hi there bchae - 

Thank you for providing me with this update! I'm sorry to hear your certificate balance may not have updated since you issued and redeemed some certificates. Please know that we are experiencing a display issue that is affecting the certificate balance. 

In regards to manually deducting points, unfortunately this would not allow me to issue certificates on my end. With that said, please know our support teams are working on both of these issues and I'll continue to update you! 

Sincerely, 

Tasha|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Posts: 9,212
Topics: 105
Kudos: 289
Blog Posts: 19
Solutions: 381
Registered: ‎01-03-2013

Re: Error message saying that certificates could not be issued at this time

Hello again bchae -

 

I wanted to let you know our support teams are still diligently looking into the trouble you and others have had with generating certificates. I'll continue to follow up every few days with updates!  

Regards, 

Tasha|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 5
Registered: ‎10-31-2017

Re: Error message saying that certificates could not be issued at this time

Hi Tasha,

 

I looked at account today and I'm suddenly missing nearly 4000 points.  I understand you are working on a fix, but can you tell me what is exactly happening?  Will I have my points for certs before next Monday?

 

Bryan