Sometimes a Stone can’t be applied to a payment, and you’ll see the message “A Stone couldn’t be used”. When this happens, the Stone returns to your Reward Zone automatically, so you can try using it again anytime.
Why your Stone couldn’t be used
A Stone may not work if:
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The transaction doesn’t match the Stone’s category.
For example, a Support Stone works only with charity and fundraiser payments. If the merchant is assigned a different category, the Stone won’t apply. You can check accepted merchant categories for each Stone here. -
You used an intermediary service.
Payments made through services like PayPal or Curve don’t pass the original merchant category to ZEN.COM, so the Stone can’t match your transaction.
What to do if your purchase matches the Stone type
If you’re sure your item fits the Stone’s category but it still wasn’t accepted, it’s often because the merchant uses a general category that doesn’t reflect what you bought. For example, supermarkets sell many kinds of products but still use the “Grocery” category, which doesn’t match Stones like Gaming Stone or Music Stone.
If the purchased item itself is correct for your Stone, send an order confirmation, receipt, or invoice to our Support Team. They’ll check the details and confirm whether the Stone can be accepted manually.