We're here to help if you're having trouble using your redeemed voucher! Below, we’ve outlined some common situations and how to resolve them.
No Confirmation After Redeeming
It’s super frustrating to click “Redeem” and not see the app or see a confirmation, but don’t worry—this might just be a small hiccup.
What to Do:
Check Your Email Inbox (and Spam/Junk Folders): Sometimes, the confirmation email may land in your spam or junk folder.
Check your Rewards Wallet: It may appear that your Reward is showing in your Wallet. Be sure to have a look and see if your Voucher is showing or your Rewards balance has changed
Refresh Your App: Close and reopen the app to see if the voucher updates in your Reward Wallet.
If you still don’t see the email after an hour, please contact our support team. Be sure to include the details of the reward you redeemed so we can assist quickly.
Delivery Delays for Rewards
Some of our rewards (like e-gift cards) may take up to 24 hours to process. We know waiting isn’t fun, but this is often due to the reward provider’s system.
What to Do:
Give It Some Time: Most rewards are delivered much faster, but it’s good to allow up to 24 hours.
Check for a Confirmation Email or App Notification: The reward confirmation will typically arrive once the process is complete. Some of our Rewards will be delivered by our Rewards Partners directly so be sure to search your mailbox using subject lines like "Delivered: Your Order." Still no sign after 24 hours? Let us know so we can investigate.
In-Store vs. Online Rewards
Sometimes, vouchers are designed specifically for either in-store or online use. Accidentally trying to use them in the wrong way? It happens!
How to Check:
Read the Voucher Details Carefully: Open the voucher in your Reward Wallet and check if it mentions "online-only" or "in-store only."
For In-Store Use: You’ll typically need to show the voucher code at checkout.
For Online Use: Enter the code at checkout in the promo/voucher field.
If you’re still unsure where your voucher applies, our support team will gladly clarify for you.
Need More Help?
If these steps don’t resolve the issue, don’t hesitate to reach out. We’re here to make sure you enjoy your rewards hassle-free. When contacting support, please include:
A screenshot of the issue (if possible).
The name of the reward you redeemed.
We’re committed to turning things around and ensuring you can make the most of your vouchers!
Happy redeeming! 🎉