Loyalty programme violated

I have been collecting smoothie stickkers for month and almost have a full card to get a free smoothie. Today i bought a smoothie at kauai in virgin active in eikestad mall and they don't offer stickers anymore. They also say that they are not able to transfer my stickers to the app???? What nonsens so now i just loose 9 stickers?? They say i have to go to another branch. That is unconvenient for me. Sorry kauai not acceptable!