Perhaps you’ll find the answer you’re looking for here:
My points don't seem to have been credited to my account. Why?
If you believe that you are missing points or that your balance is incorrect, we recommend that you firstly check to see if you correctly inserted your Italo code when you purchased your ticket. Please also check that you didn't use a promotional code which cannot be used in conjunction with Italo Più. In all other cases, please call Italo Assistance on 892020 (or, if you are calling from abroad +39 06 89 37 18 92). Points will usually be credited within 24 hours of completing your journey but in some cases this may take up to 7 days.