Hi Gaurav,
I promise we're not trying to cheat anyone out of their points. As we previously discussed, you're now using a new email address in the Community, whereas your previous GCAP points were linked to an old account. As a result, when you logged in to the store for the first time, your old points balance didn't immediately sync. As soon as you reached out about the issue, we submitted a request to merge your two profiles.
Your previous point balance of 37,648 points was converted to 376 points, and will be added to your total of points earned so far this year. This has been updated, and you should now see an updated balance of 556 points.
No value was lost during this adjustment, as we've also lowered the point values for our rewards to make it easier for customers to redeem items and to be consistent across other Genesys programs. For example, our Xperience passes, which were previously 80,000 points, are now available for 800 points.
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Kathryn Verdoni
Genesys - Employees
Global Advocacy Program Lead
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Original Message:
Sent: 06-24-2025 23:24
From: Gaurav Kumar
Subject: See and Redeem your GCAP Points!
Hi Nicole,
Could you please explain how the 36,000 points from the old system have been reduced to 180 points in the new system?
Additionally, I've been in contact with Kathryn, @Kathryn Verdoni and according to them, my 36,000 points were linked to my previous email address. The 180 points are associated with my new email, which was updated due to a domain change. They mentioned they're working on migrating the points from my old account to the new one.
However, when I review the points history in the new system, it shows that the 180 points were newly earned - meaning no points have actually been transferred yet.
| Date | Description | Type | Points |
| 5/19/25, 12:00 AM | Complete Profile Setup - BONUS | Credit | 100 |
| 4/8/25, 3:05 AM | Register for a User Group/Webinar | Credit | 10 |
| 2/21/25, 8:01 AM | Attend a Webinar | Credit | 25 |
| 2/11/25, 7:09 AM | Attend a Webinar | Credit | 25 |
| 2/11/25, 7:08 AM | Join a User Group | Credit | 10 |
| 1/24/25, 1:45 PM | Join a User Group | Credit | 10 |
Make sure what you are replying in the community will be seen by every user, so dont try to cheat here atleast here.
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Gaurav Kumar
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Original Message:
Sent: 06-24-2025 11:45
From: Nicole Milliken
Subject: See and Redeem your GCAP Points!
Hi Gaurav,
Your 180 points will now have the same value of the 36,000 you had before. We have now condensed points so they will now reflect in the hundreds instead of the thousands. The point values for the prizes have also been amended to be smaller as well.
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Nicole Milliken
Senior Online Community Video Specialist
Original Message:
Sent: 06-17-2025 04:57
From: Gaurav Kumar
Subject: See and Redeem your GCAP Points!
Hi Nicole,
As far as I recall, I had accumulated over 36,000 points in your previous GCAP system. However, when I logged into the new system today, it only shows 180 points.
Could you please clarify what happened to the points I earned in the old system?
And I was also based out at Amber level – the second highest! So I want to know how you have calculated my older points into new system?
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Gaurav Kumar