Smart shopper ****

These smartshoper points, I swipe my smart shopper card every time I purchase from pick nd pay,, then one day I wanted to redeem my points,, there were funds but the moment the cashier tried swiping my card it said insufficient then she called the manager nd apparently the system was offline, I paid cash. The next time I tried to redeem my points again boom, there are no points in my card.. I wonder where they went to