Why don't my customers see the option to redeem points at checkout?

The Redeem reward points box at checkout only shows when all of these are true:

• The shopper is signed in. Guests have no points balance.
• Reward Points enabled and Customers redeem points are both ticked in Plugins → Reward Points.
• Their balance is at least your Minimum points to redeem.

Even when the box shows, a redemption can still be limited by these settings:

• Minimum order total to redeem: the order must be at least this amount.
• Max % of order coverable: points can only pay this share of the order.
• Max points per order (in the Redeeming section): the most points one order can use.

Lower these if they block too many redemptions, then click Save settings.