Getting Help With the Perks & Loyalty Program
Frequently Asked Questions
How do loyalty points work and when are they credited to my account? Standard actions (consults, article reads) earn 10 points; high-value actions (sharing, referrals) earn 20 points. Points are credited as actions process and never decrease.
What's the difference between loyalty points and milestone perks? They're separate systems. Loyalty points accumulate toward tiers and can be viewed in the Membership tab of your Profile; milestone perks are one-off rewards (like $5 at every tenth referral) and can be monitored in the Perks tab of your account. Both can be earned from the same action without reducing each other.
How do I progress through tiers and what rewards do I unlock? You can progress through tiers by accumulating enough points to cross the threshold for a given tier. All clinicians begin in the Member tier and can progress through the following: Silver (240 points), Gold (2,880 points), Platinum (6,240 points), and Diamond (12,480 points).
How do colleague referrals work and how do I earn points from them? Share your referral link, which is found below your current tier in the Membership tab of your profile. When your colleague completes signup and verifies their identity, both of you earn 20 points automatically (typically within 24 hours). Referrals stay eligible for 90 days from click.
Where's my reward and why is it taking so long? Points typically appear within minutes; system load can extend this to several hours. Verify the action was recorded in your Membership tab under Points Activity. Contact support if points don't appear after several hours.
What is Tremendous and why does Jiro use it? Tremendous is a third-party rewards provider that handles the payout of digital rewards. Jiro tracks your earnings and wallet balance; Tremendous processes the actual reward delivery.
How do I receive my rewards from Tremendous? When you redeem Perks, Jiro creates an order in Tremendous. Tremendous then sends you an email with Jiro branding where you can choose your reward type.
Do I need a Tremendous account? No. You initiate the redemption inside Jiro, then complete the reward selection through the Tremendous email. No separate account is required.
Common Issues
I redeemed Perks but never received a Tremendous email. Check your spam and junk folders first. If the email is not there, contact Jiro support with your email address and an approximate redemption time.
My Tremendous link is not working. Try opening the link in a new browser window. If the issue continues, take a screenshot of the email and share it with support.
My redemption shows as failed or cancelled. If a reward fails or is cancelled, Jiro is automatically notified. Support can re-issue the reward or restore the amount to your wallet, contact support to initiate this.
I completed an action but don't see the points, did it count? Points typically appear within minutes; check that the action was saved (not just drafted). If they don't appear after several hours, contact support.
My reward says "pending" but I've been waiting days or weeks. Cash rewards take 3–7 days due to Finance approval; swag and invitations may take longer. Contact support if your reward has been pending longer than 7 days for cash redemptions or 14 days for swag.
I engaged with this article once and earned points, but re-reading it didn't earn more points. Is there a bug? No, this is expected behavior. Points are awarded once per article. Repeating the same action (reading the same article) doesn't earn additional points.
My referral didn't earn me points even though my colleague signed up. Points require both signup and identity verification to be complete. If they've been verified for 24+ hours with no points, contact support with their name or email.
Contact Support
If a clinician believes points or a reward were not credited correctly and the issue persists after attempting any of the solutions above, use the help button or contact support via support@jirohealth.com. To access the help button on iOS, click the “More” tab in the bottom right corner of the app, and click “Get help”.
Because accrual is driven by the server-side activity ledger, support and product can trace exactly which actions were recorded and why points were or were not awarded.
