Since sometime early last year, any user added after a certain point in time has not had any user points appearing against their account, even though they have been active in the community. I can't work out why, I have checked the status level settings in the admin console, everything appears enabled, but nothing stands out. Any ideas what this could be?
Reviewing through your description, I would recommend submitting a case in your secret customer group here in the Jive Community so that the next available support member can review through the specific configuration of your instance. When you submit the case, if you could provide a couple of users (usernames) seeing this behavior, it should help them to further narrow down a possible cause.