We understand your concern if your reward status remains 'pending' after the processing time has passed. Here are a few key points to keep in mind:
1. Activation, installation & cancellation
Some purchases, such as energy, insurance, or internet contracts, require activation or installation before the reward can be processed. Cancellation periods are also crucial for validation. Our partners (brands collaborating with us on the reward program) cannot begin verification until these processes are complete, which may cause delays even after the processing time has passed.
2. Possible delays due to increased volume
Our partners may experience delays in processing rewards, especially during peak periods (e.g., Black Friday campaigns). While these delays are not ideal, they are sometimes unavoidable. We make every effort to ensure that you're notified as soon as your reward is confirmed and ready to be claimed.
3. Regular follow-ups with our partners
We closely monitor all pending rewards and work with our partners to ensure timely processing. There's no need to contact us for status updates—once your reward is validated, you'll be notified by email. Please ensure that your email settings are correct by verifying that the corresponding box under the email settings option is ticked in your user account. (To do this, log in to your account, navigate to the menu in the top right corner, click the arrow, and select 'Settings'. There, you'll find a section where you can check your email settings).
4. Approval process
Please note that, as an external company, we don't have access to our partners' databases. Therefore, all rewards must be validated by the partner, which will verify that the purchase is eligible, the contract has not been cancelled or the product returned, and other criteria are met. The reward can only be claimed through the user account powered by us once it has been approved by the corresponding partner. Your purchase and reward details are processed in accordance with the GDPR.
Thank you for your patience and understanding.