1. The number one reason for such error is invalid credentials. Before AwardWallet can retrieve your balance information you need to make sure that you can login to the provider’s website and see your balance. Here is how you can verify that you are entering valid credentials: go to AwardWallet and click on "Edit" link by the program in question. Then click on "Reveal password" right underneath your password field. At this point you will be prompted for your AwardWallet password. Type it in and click Reveal. At that point you should be seeing both your user name and password in clear text. Please verify that this is the user name and password that you use to login to the website in question.

2. If the provider's website is asking you some questions about your profile after you login, until you answer those questions, AwardWallet will not be able to check your balance.

3. If you chose to save your passwords locally, it is possible that you either deleted cookies or changed computers.

4. It is also possible that the provider’s website has changed and AwardWallet is not aware of it. If none of the above is true, please send a note to us and we will do our best to fix the issue.