Troubleshooting a 404 error on the My Points page

A customer clicks My Points in their account and gets a “page not found” instead of their balance. Nothing is broken, and no data is lost. The My Points page is a WooCommerce account endpoint rather than a real page, so it depends on your site’s permalink rules. When those rules are out of date, the URL has nothing to match. This article covers the usual causes and the fix for each.

The My Points page returns a 404

What is happening: WordPress does not recognise the My Points URL, so it serves your theme’s 404 page.

Why: Advanced Loyalty Program registers My Points as an account endpoint. WordPress only routes that URL if the endpoint is present in the site’s stored rewrite rules. If those rules were saved before the plugin was activated, or before the slug changed, the URL matches nothing.

Fix: re-save your permalinks. This rebuilds the rewrite rules and fixes the great majority of cases.

1. Go to Settings → Permalinks in your WordPress admin.
2. Change nothing.
3. Click Save Changes.
4. Load the My Points page again.

The plugin does try to do this for you. When you change the endpoint slug it queues a rewrite-rules refresh, which runs on a later admin page load. If you test the new URL before that runs, you will still hit the 404. Saving permalinks yourself forces it immediately.

You changed the My Points slug and the old link 404s

What is happening: the page works at its new address, but older links point at the previous one.

Why: the slug is a setting, and changing it changes the URL. The default is my-points, which gives an address like example.com/my-account/my-points/. Set it to rewards and the address becomes example.com/my-account/rewards/. The old address is not kept as a redirect.

Fix: check the current value, then update anything that links to the old one.

1. Go to Coupons → Loyalty Program in your WordPress admin.
2. Open Settings, then the General tab.
3. Find My Points page URL endpoint. An empty field means the default, my-points, is in use.
4. Save, then re-save permalinks as described above.
5. Update any menu items, emails, or pages that still use the old slug.

Keep the slug to lower-case letters, numbers, and hyphens. Spaces and punctuation will not route correctly.

The page sends the customer to My Account instead

What is happening: this one is often reported as a 404, but it is not. The customer lands on the My Account page rather than an error page, and the points screen never opens.

Why: the loyalty program can be limited to particular user roles. When a customer whose role is not allowed opens the My Points endpoint, the plugin redirects them to the My Account root instead of showing the page.

Fix: check the role rules.

1. Go to Coupons → Loyalty Program → Settings.
2. Open the Restrictions tab.
3. Confirm the affected customer’s role is allowed to take part.

A quick way to tell the two symptoms apart: a genuine 404 shows your theme’s error page, while a role restriction lands the customer on a working My Account page.

Nothing above fixed it

Work through these in order.

• Clear every cache. Page caching, object caching, and a CDN can all keep serving the old 404 response after the rules are fixed.
• Check the customer is logged in. Account endpoints do not render for logged-out visitors.
• Confirm the My Account page is set. Under WooCommerce → Settings → Advanced, the My account page must point at a real page containing the account shortcode or block. Every account endpoint hangs off it.
• Test with a default theme and only WooCommerce plus the loyalty plugins active. Another plugin registering a conflicting endpoint or rewriting URLs is the usual remaining cause.

Frequently asked questions

Will re-saving permalinks break anything else?
No. It rebuilds the routing rules from what is currently registered. Your URLs and content are untouched.

Do I need to do this after every plugin update?
No. It is only needed when the endpoint changes or the stored rules go stale.

Can I redirect the old slug to the new one?
Not from the plugin. Use a redirect plugin or a server rule if you need old links to keep working.

The menu item is missing entirely, not 404ing.
That is a different problem. A missing My Points item in the account menu usually means the loyalty plugin is inactive, or the customer’s role is excluded under Restrictions.

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