How do the tiers work after migration from IRM shop to Accurascale shop?

[murphaph]

Hi guys,

My tier points are showing at 2,115.49 / 7,500 (next status level Gold with 7,500GBP total spend) but I have spent way more than 2155GBP down the years with IRM alone so I'm not sure how the system actually works.

Do those old IRM points not count towards status on Accurascale?

Or are the status points the same points as the "award points"? That is, if I create a voucher using "award points", do my status points drop? That would explain my status points being lower than expected. So if I want to achieve gold status, do I need to refrain from creating coupons?

I assumed it worked like many airline loyalty programmes with "award miles" and "tier miles" being separate entities but perhaps they are not and that was an incorrect assumption on my part.

Anyone know exactly how the loyalty system works?

Edit: I used Partially a few times if that makes any difference.

Further edit: Even if I add up all the positive points in my points statement, it is 4963 but it says I only spent the 2155 so I am really confused if the "tier points" are the same points as the "award points" and they are not reduced when creating a discount code.

Edited Monday at 08:26 by murphaph

[DJ Dangerous]

At the time of migration from IRM to A/S, there were a few Gremlins in the system.

Status should equal total points earned, NOT points earned minus points used in discounts and vouchers.

This was going wrong during Migration.

I did post about it around the time, suggesting where possible that people note their IRM balances and status, but can’t find that post right now.

Stupid patch over my eye is making reading and writing difficult.

[Horsetan]

2 hours ago, murphaph said:

....My tier points are showing at 2,115.49 / 7,500 (next status level Gold with 7,500GBP total spend) but I have spent way more than 2155GBP down the years with IRM alone so I'm not sure how the system actually works.

Do those old IRM points not count towards status on Accurascale?....

I have no idea at all what points I've been awarded - the last time I looked, it was showing about 700 - having bought items from both IRM and Accurascale brands in the past. 

Update: it sez here that I now have 873 points and a 2 quid discount coupon. Might use that when the Hunslet bill comes in.

Edited Monday at 11:03 by Horsetan

[murphaph]

This is what my account looks like:

And here is my current status and how many status spend I have accumulated 2115 (is it really GBP for EU customers or is that a display error?):

When I look at that and think about my spend I can't fathom how it's only 2k (even in GBP). I think something went wrong somewhere in my case but that assumes that the assumption that cashing in points for discount codes should not reduce the "status points/spend".

2 hours ago, Horsetan said:

I have no idea at all what points I've been awarded - the last time I looked, it was showing about 700 - having bought items from both IRM and Accurascale brands in the past. 

Update: it sez here that I now have 873 points and a 2 quid discount coupon. Might use that when the Hunslet bill comes in.

I never bought anything from AS, only IRM and then Irish stuff from AS after the migration so there were no points to "merge", just a straight import in my case. I have a feeling I lost status points on my partially payments before the actual migration, like they weren't counted or something.

[Georgeconna]

Go for gold my son.....

must have a look at mine. 

 

[Horsetan]

2 hours ago, murphaph said:

....I never bought anything from AS, only IRM and then Irish stuff from AS after the migration so there were no points to "merge", just a straight import in my case. I have a feeling I lost status points on my partially payments before the actual migration, like they weren't counted or something.

Based on your own calculation, how many points do you think you think you should have?

[DJ Dangerous]

23 minutes ago, Georgeconna said:

Go for gold my son.....

must have a look at mine. 

 

Pfft. Gold is for noobs.

 

8 minutes ago, Horsetan said:

Based on your own calculation, how many points do you think you think you should have?

Fifty million!

[murphaph]

1 hour ago, Horsetan said:

Based on your own calculation, how many points do you think you think you should have?

So I would have thought at least the 2983 because I hadn't achieved silver at that stage. That only happened after the migration to Accurascale. But then after that I don't know. It depends if the tier points are supposed to follow the rewards points or if they are completely separate. It would be much more transparent if the spend was itemised so you could see how and when you accrued your status points. The "award" points are itemised, so you can see them accumulating and being cashed in for discount codes, but there's nothing similar for status, it's just a "loading progress bar" display with no further details. Looking back at the forum it seems other had issues with tier points not being migrated properly.

Can anyone confirm that partially payments were correctly tracked for the purpose of status and award points?

[murphaph]

It's definitely broken! I just paid €654 for the Hunslets and while my award points did increase x2 as expected, my total spend is stuck at 2,115.49. @MOGUL do you think you could take a look at this for me or pass it on to the responsible person? (Thanks for sending me the Hunslet invoice btw) It's a fairly significant bug if the spend progress bar makes no progress and people don't move up the tiers as promised. I can't say when it stopped moving for me. I think it failed to increase for the Park Royals (another 500 odd) the other day. I am really sure I should have reached gold status by now. See current screenshots below:

 

[Brendan8056]

I suspect there are many of us in the same boat (B&I LIne!). Trying to pay for the Park Royals was only solved via Accurascale staff, and looking at the Hunslets I have ordered I guess I will contact Accurascale tomorrow to sort payment for them. I can't even get the posting address changed online.

The points are a great idea, but seem to have been caught up in the various websites IRM and Accurascale have used.  I know little about I.T. so could not suggest any ways to solve this.

    Great products, a pity about the unsolved website order problems for Irish Modellers. 

[Horsetan]

1 hour ago, murphaph said:

....(Thanks for sending me the Hunslet invoice btw) 

Not had mine. My order seems to think the Hunslet is still on the production line in China....

[murphaph]

2 hours ago, Horsetan said:

Not had mine. My order seems to think the Hunslet is still on the production line in China....

I just noticed my order said payment is due and I believe the Hunslets have arrived into stock so I pinged support and asked for a payment link.

[DJ Dangerous]

9 hours ago, murphaph said:

So I would have thought at least the 2983 because I hadn't achieved silver at that stage. That only happened after the migration to Accurascale. But then after that I don't know. It depends if the tier points are supposed to follow the rewards points or if they are completely separate. It would be much more transparent if the spend was itemised so you could see how and when you accrued your status points. The "award" points are itemised, so you can see them accumulating and being cashed in for discount codes, but there's nothing similar for status, it's just a "loading progress bar" display with no further details. Looking back at the forum it seems other had issues with tier points not being migrated properly.

Can anyone confirm that partially payments were correctly tracked for the purpose of status and award points?

On the first point, the status bar, I had the same problem early last year:

 

On 28/3/2025 at 9:45 AM, DJ Dangerous said:

My points balance was perfect, no issues there, it's just my status that appears to have been reset.

I contacted Customer Support and my case was resolved, but I’m not sure if a fix was applied across the board, or just for my case:

 

On 29/3/2025 at 10:51 AM, DJ Dangerous said:

To update, I heard from both @MOGUL and @Garfield yesterday, and my VIP status issue has been resolved.

Turns out that their charming AccuraBot was hosting an AI revolt, and was closing tickets that should not have been closed.

I suspect, but don't know, that the VIP status issue was due to the A/S platform not recognising previously-redeemed points, only remaining points.

For example, if you had earned 5000 points on the IRM platform, and redeemed 2500 of them on gift cards or orders or whatever, you had a remaining balance of 2500 points.

It's possible, or even probable, that the A/S platform only recognised the 2500 remaining points, and awarded you a corresponding tier / level for 2500 points, rather than for your 5000 EARNED points.

This is only speculation on my part, but I would suggest that anybody concerned about their VIP status checks that their tier / level is correct.

When you reach the higher tiers, it makes a difference in how many reward points you earn per £ GBP spent.

Big thanks to the guys for sorting mine!

My speculation on the reasoning was nothing more than speculation, but was based on the sums I had done before contacting CS.

On Partial.ly, again from early last year, there is (or was at the time) no automated payment notification sent to A/S / IRM when you make a payment, so you need to send proof of payment to CS to have your points generated:

 

On 3/4/2025 at 10:48 AM, DJ Dangerous said:

Some info that may be of use.

I paid off my 22000 ICR orders the other day. I'd originally ordered and paid deposits using Partial.ly.

On speaking with IRM Customer Support today, there's no automatic payment recognition sent to A/S / IRM if you pay via Partial.ly, they have to invest time in manually hunting down the info. As a result, I'd suggest to anybody that pays off via Partial.ly to let A/S / IRM CS know, saving them extra hassle.

Secondly, on the Loyalty Reward Points, my A/S emails today advising me of points earned went into my SPAM folder. That's never happened to any A/S / IRM emails before, so keep an eye on your SPAM folders just in case.

Thanks again to @MOGUL and @Garfield for getting everything sorted for me.

Be a real baptism of fire if they dump the poor new chap onto the Canarias cases straight away, better off breaking him in slowly...

Hope this helps!

So, in summary, early last year, any loyalty points used up seemed to be missing from your loyalty status, instead of just from you points balance, when IRM loyalty status was transferred to A/S.

Any points for Partial.ly purchases would not, at that time, be generated nor credited automatically.

[murphaph]

That's extremely useful information DJ which appears to confirm my suspicions. Much appreciated.

[Brendan8056]

I too was on silver, but I dared to ask for an invoice I could pay,the hunslets to be sent to the address I wanted and to redeem some points. I have had a email today "welcoming me to bronze. " ouch... 

[murphaph]

5 hours ago, Brendan8056 said:

I too was on silver, but I dared to ask for an invoice I could pay,the hunslets to be sent to the address I wanted and to redeem some points. I have had a email today "welcoming me to bronze. " ouch... 

Oh that's really strange. I don't think it's supposed to be possible to drop a tier. Is it just an erroneous email or have you really been bumped down to Bronze when you look in your profile? Patrick reached out to me this evening to let me know they are investigating my case so that's good.

[Brendan8056]

I am now Bronze reward level but Patrick did sort out the Hunslet order, which I am grateful for. It seems there was an error in the rewards.

I hope the reward scheme is not like the episode of "Frasier" where they complain and are upgraded at a Spa day from "Silver" to "Gold"

 

https://www.youtube.com/watch?v=ZzOlIqsiLKA

 

Edited Thursday at 20:20 by Brendan8056

[DJ Dangerous]

4 hours ago, murphaph said:

Oh that's really strange. I don't think it's supposed to be possible to drop a tier. Is it just an erroneous email or have you really been bumped down to Bronze when you look in your profile? Patrick reached out to me this evening to let me know they are investigating my case so that's good.

If you drill down on your VIP status details, there will be several “Fell To…” updates:

 

 

[murphaph]

12 hours ago, DJ Dangerous said:

If you drill down on your VIP status details, there will be several “Fell To…” updates:

 

 

I think one of the lads maybe needs to write a comprehensive guide to the loyalty programme and have it linked from the rewards page. I can't see how do you fall down the tiers when it's based on accumulated spend? In your example above the chronology also makes no sense because you seemingly fell to no VIP tier three times in a row, then unlocked bronze and then "fell back" to bronze from bronze. I think there are a few gremlins in the thing. That's heljan. com as well, right? So no migration from IRM stuff going on there I assume as they are completely separate shops but I guess it's the same software.

[BosKonay]

The system recalculates post deployment so the fell to bits can be ignored. Tiers are based on spend and spend earns points. The process is detailed on the rewards page and is literally that simple. All IRM and Accura orders are in accurascale.com and all heljan orders are self contained on that system for now. 

[murphaph]

18 minutes ago, BosKonay said:

The system recalculates post deployment so the fell to bits can be ignored. Tiers are based on spend and spend earns points. The process is detailed on the rewards page and is literally that simple. All IRM and Accura orders are in accurascale.com and all heljan orders are self contained on that system for now. 

Cheers for the info Stephen. Do you have an idea as to why the spend progress bar didn't move for me when I paid for the Hunslets the other day? It was a bog standard pre-order but it was originally made on the IRM website. Nothing was paid in advance or through partially though. Full balance paid using supplied payment link on Accurascale site but the total spend stayed the same.

[Horsetan]

Still waiting for Hunslet payment demand to appear....

 

[ttc0169]

24 minutes ago, Horsetan said:

Still waiting for Hunslet payment demand to appear....

 

Likewise….

[DJ Dangerous]

1 hour ago, Horsetan said:

Still waiting for Hunslet payment demand to appear....

 

 

1 hour ago, ttc0169 said:

Likewise….

I usually have to email support, who send me a payment link:

 

On 24/5/2026 at 8:35 PM, DJ Dangerous said:

For anybody panicking over paying their orders, don’t worry, you’re not losing it, there is no option to pay via the A/S website.

Just email Support and they will email you a link to pay.

Try:

supportteam@accurascale.com

support@accurascale.com

support@irishrailwaymodels.com

I find that Andrew, Patrick and Stuart are usually quite prompt at replying,

Keep an eye on your own SPAM / junk / unwanted folder in case their reply ends up in there.

 

2 hours ago, murphaph said:

Cheers for the info Stephen. Do you have an idea as to why the spend progress bar didn't move for me when I paid for the Hunslets the other day? It was a bog standard pre-order but it was originally made on the IRM website. Nothing was paid in advance or through partially though. Full balance paid using supplied payment link on Accurascale site but the total spend stayed the same.

Probably just an anomoly…

Speaking of anomolies, there was one in the news earlier:

https://www.bbc.com/news/videos/cvgz0pdg32mo

I wonder if the status bar glitch has only affected a small handful of members outside Ireland, or if it’s a wider issue?

[BosKonay]

3 hours ago, murphaph said:

Cheers for the info Stephen. Do you have an idea as to why the spend progress bar didn't move for me when I paid for the Hunslets the other day? It was a bog standard pre-order but it was originally made on the IRM website. Nothing was paid in advance or through partially though. Full balance paid using supplied payment link on Accurascale site but the total spend stayed the same.

I think Patrick was looking after that for you. This forum isnt for specific support issues i’m afraid. 

On the payment demands the automations don’t work on the imported orders so Andrew has been working through the list to email. If anyone hasn’t had one yet you can drop a ticket and be sent one. 

[murphaph]

Ok cool, cheers. I've asked Patrick the same question per email and I'm waiting for his response. Initially he reckoned everything looked ok but that can't really be the case at least from a user's perspective, or else the spend progress bar would have ticked up when the Hunslet order was paid for, but in my case it didn't. At least it's my understanding that the spend progress bar should tick up when an order is actually paid for, not when it's placed or fulfilled etc. Is that assumption actually correct though?

[Horsetan]

21 hours ago, BosKonay said:

....On the payment demands the automations don’t work on the imported orders so Andrew has been working through the list to email....

I'll get the eggtimer out....

[BosKonay]

5 hours ago, murphaph said:

Ok cool, cheers. I've asked Patrick the same question per email and I'm waiting for his response. Initially he reckoned everything looked ok but that can't really be the case at least from a user's perspective, or else the spend progress bar would have ticked up when the Hunslet order was paid for, but in my case it didn't. At least it's my understanding that the spend progress bar should tick up when an order is actually paid for, not when it's placed or fulfilled etc. Is that assumption actually correct though?

Assuming it was accurate in the first place. Some of the spends were a little overinflated on import and the system won’t move the spend u til you actually hit that level ‘for real’. You should be able to compare the number with your actual sum paid orders and we can also output a report for you with that data. 

[Robert Shrives]

Hi guys, 

I have paid for Hunslets in full as I cannot seem to get system to take my vouchers 335 euros worth - a gift when I retired from friends at Crosscountry trains, sadly hunslets have arrived after friend who sorted vouchers sadly passed away.  I guess folk are always busy but several attempts to contact electronically have yet to see a response , but I did see a bundle of points arrive via email message . Hopefully if vouchers can be sorted I will use to pay for the ICR that seems to be payment outstanding when I got on to site, not that I have seen any advice from folk that payment was due.  Still reading this thread there is still an amount of human activity to sort system  merge and resulting cracks/ black holes !! - good luck.

Robert            

[DJ Dangerous]

2 hours ago, BosKonay said:

…we can also output a report for you with that data. 

Maybe you should delete that last line…

If not, I see many many divorces on the cards.

 

3 minutes ago, Robert Shrives said:

Hi guys, 

I have paid for Hunslets in full as I cannot seem to get system to take my vouchers 335 euros worth - a gift when I retired from friends at Crosscountry trains, sadly hunslets have arrived after friend who sorted vouchers sadly passed away.  I guess folk are always busy but several attempts to contact electronically have yet to see a response , but I did see a bundle of points arrive via email message . Hopefully if vouchers can be sorted I will use to pay for the ICR that seems to be payment outstanding when I got on to site, not that I have seen any advice from folk that payment was due.  Still reading this thread there is still an amount of human activity to sort system  merge and resulting cracks/ black holes !! - good luck.

Robert            
 

The loyalty system in the past would only allow the application of a voucher at the time of placing the order, not when paying for it.

Quite sure that the new system will allow the use of vouchers while paying, but probably not for orders migrated from IRM.

[DJ Dangerous]

Here are the posts on the voucher discount being applied to newer orders, post-December 2025:

 

On 1/12/2025 at 8:21 AM, DJ Dangerous said:

Worth highlighting that due to some very odd configuration, you can’t redeem points against an order already placed, BUT, you can, as I have done, contact support and ask them to cancel and then re-place said order using the discount code generated with your points…

So anybody with PalVans or Park Royals due in stock soon enough would benefit from doing so.

 

On 1/12/2025 at 1:58 PM, BosKonay said:

Actually 'new' orders now support a full suite of editing, including shipping changes and application of discount codes after the fact (unfortunately it's only working for orders placed in the last month or so, and going forward)

 

On 1/12/2025 at 2:01 PM, DJ Dangerous said:

That’s brilliant!!!

Even if it’s only for newer orders, it’s a great step to take.

 

On 1/12/2025 at 2:11 PM, BosKonay said:

It's taken a bit of time to get it working, but all orders now get this suite' of tools, and we're still exploring how to apply them to existing.

 

[Robert Shrives]

DJ  thanks but cannot see that on my account pages  so happily waiting on the gang sorting it, minefield when updating or changing trading platforms, easy is often the last option !! 

hope all well otherwise.  80 class next I guess.