Why did I lose all my points - more than 11,000?

Lost all my points after I powered down my phone. Over 11,000. What a pain!

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    Cashwalk_official
    Hi, weโ€™re sorry for the inconvenience you experienced.
    
    To help us review your account thoroughly and offer accurate support, please contact us by following the steps below: In the app โ†’ Menu โ†’ Settings โ†’ [Contact Us]