Loyalty Program - Not accruing stars if a customer doesn't redeem reward

[Hazehookahcafe]

I have a customer who reached that max acrued stars and has a reward.  He decided not to redeem the reward and has made purchases to acrue new ones, but its not adding stars to his account.  Should the program automatically add the new stars from 0 (starting over) if he hasn't redeem the reward?  Thanks.

[LocavoreStore]

It should... We have several customers who don't use them and end up accruing multiple rewards... They're still awarded stars for each purchase. Does this happen with other customers, or just the 1?