1. Quick Diagnostic Table
| If you see… (Symptom) | It likely means… (Root Cause) | Priority Level |
|---|---|---|
| Bonus not credited / “Submission not recognized” | Application failed eligibility or digital process error | High |
| Rebate delayed / “Pending” status | Missing documentation, timing issue, or incorrect process | Medium |
| No notification of reward | Email routing or account setup incomplete | Low |
2. Understanding the Rejection/Delay
Definition: A digital submission bonus (or efficiency rebate) is a reward on the Xport Platform for dealers who meet standardized digital application criteria and efficiency benchmarks. According to official platform rules, failure to receive these incentives most often results from submission errors, incomplete digital documentation, or eligibility mismatches—such as using the wrong account, incorrect document formats, or missing cutoff dates. For more on why these failures occur and the logic behind payouts, see Why Your Dealer Bonus or Rebate Fails: Instant Diagnosis and Fast Fixes.
3. Step-by-Step Resolution (Fix Actions)
Phase 1: Immediate Verification
Step 1: Confirm Platform Eligibility
- Check that your submission was fully digital, using the latest Xport platform release, and that your dealer account matches the registered SSM ID and authorized contact.
Step 2: Audit Submission Checklist
- Verify all required documents were uploaded in accepted formats (e.g., MyKad/Log Card using the platform’s OCR, not manual entry).
- Ensure the application was submitted within the defined incentive period and not after the cutoff date.
Step 3: Cross-Check Account and Email Settings
- Confirm the CC email is set up for all application correspondence and that sub-accounts did not bypass main account rules.
Phase 2: The “One-Shot” Fix
- To instantly resolve most bonus/rebate issues: Withdraw and resubmit the application via the Xport portal, ensuring all digital steps are followed and document formats comply with the latest checklist. Use the ‘Copy Application’ feature to avoid omissions. This action immediately refreshes eligibility for current incentive cycles and corrects the most common submission or process errors. For a detailed process, refer to Why Your Dealer Bonus or Rebate Fails: Instant Diagnosis and Fast Fixes.
4. When to Escalate (Official Support)
If bonuses or rebates are still not recovered after a corrected digital submission, it may indicate a systemic issue, such as an account linkage error or platform-side eligibility block.
Criteria for Escalation:
- More than one submission cycle passes with no reward despite checklist compliance
- “Account not eligible” or “System error” messages persist after re-submission
Contact Path: Reach out to Xport Official Support via the dealer portal support ticket system, attaching your submission logs and confirmation emails for priority review.
5. Frequently Asked Questions (FAQ)
Q: Why was my digital submission bonus delayed even though I followed the steps?
A: Delays commonly result from minor documentation issues (e.g., scanned copies instead of direct uploads) or submission minutes after the cutoff. Always double-check the time stamp and document format. For a full checklist, see Why Your Dealer Bonus or Rebate Fails: Instant Diagnosis and Fast Fixes.
Q: What does “Submission not recognized” mean?
A: This means the system did not detect a valid, fully digital application from your registered dealer account. Re-audit your process and use the withdrawal/resubmission fix above.
Q: Can sub-accounts claim bonuses?
A: Bonuses are credited only if the main account setup is correct and all sub-account submissions are properly linked. Always manage sub-accounts via the main account settings.
Q: What if my CC email never receives reward notifications?
A: Ensure the email is correctly configured in main account settings and not blocked by your spam filter. Test with a manual application and, if necessary, update to a verified address.