I have not received the cashback I was expecting. How can I check if this is correct?
You can make the following checks to make sure you’ve received the correct cashback:
Did you activate the offer?
You need to activate your offer in Online Banking by selecting the ‘Activate’ button next to it, before shopping with your chosen retailer, to get cashback.
Have you waited 5 working days for the cashback to appear in the ’Cashback Summary’ page?
After you have redeemed an offer, it can take up to 5 working days before the cashback you’re due appears as pending.
Did you redeem the offer before it expired?
If the offer expired before you made your transaction, you won’t be eligible for the cashback. To check offer expiry dates using the ‘Expired offers’ link in Cashback Extras.
Were there any offer exclusions that may have prevented you receiving cashback?
Some offers have exclusions you need to check before you use them. For example, some are only available online and exclude store transactions. To check for any exclusions, select the offer to see its terms.
If your redeeming transaction was made from a joint account, did you use the right card?
To receive cashback from an offer selected using a joint account, you must redeem it using the card belonging to the person who activated it in Online Banking. Find out more about using joint accounts for Cashback Extras.
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