Common Problems and Solutions

There can be various reasons why you are unable to log in to your user account:

1. Your one-time verification code hasn’t arrived

Please check your spam folder if you don’t see the email with the code within a minute or two. If your one-time verification code for login hasn’t arrived, you can log in using the password you chose when registering your account. If you don’t remember your password, or didn’t set one up, simply use the 'Forgot your password?' option to reset or create a password. 

2. You're using the wrong login details

Please note that the user account you created for one of our reward programs is separate from your standard account with any of our partners (brands collaborating with us on the reward program). Please make sure to use the login details for the user account created for the reward program. Also, double-check the email domain (e.g., googlemail.com vs. gmail.com) to avoid issues. Use the domain you registered with.

3. You have forgotten your password

Each portal offers a 'Forgot password' option in case you can't remember your password. Simply use this option to reset your password.

4. Your user account may have been registered with an incorrect email address

A typo or misspelling during registration could prevent you from receiving the necessary confirmation email and logging in. Please contact our Customer Support Team using the contact form below, if you're certain you’ve registered with us before but are unable to access your account, even after following the steps outlined above.

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.

It can take up to 48 hours for your reward to be registered and appear as 'pending' on your user account. If you don’t see your reward after 48 hours, it means that it hasn't been registered automatically. In this case, it's likely that one of these rules hasn't been followed:

• Your browser must allow cookies.
• Adblocker must be disabled.
• Do not visit any other websites while ordering the product. Ensure other websites are closed in the background. Visiting pages such as uSwitch, Future Publishing, Topcashback, or Voucher Codes before placing the order may cause the last cookie to be linked to one of these sites.

What to do if your reward is missing 

Don’t worry! If your reward is missing from your account, please reach out to our support team using the contact form below this article. Click the “Contact us” button, select “My reward has not been registered in my account” as the reason, and submit your request with all the required details. You can also get in touch with us about this issue using the chat widget in the bottom right corner of the page. Our team will review your case and get back to you promptly.

What happens after you contact us 

If your request is valid, our team will create a so-called Support Request for you. This is a form that collects the necessary details of the new purchase to be shared with the appropriate partner (the brand collaborating with us on the reward program) for manual review. We request and process these details in accordance with our privacy policy. If the partner provides positive feedback, the reward will be confirmed on your user account.

Deadline for reporting a missing reward

You have 3 months from the order date to contact our team regarding a missing reward. Please see §10, point 2 of our terms and conditions.

We're sorry that your reward was rejected by one of our partners (brands collaborating with us on the reward program). Below, you'll find the most common reasons for rejection.

1. Cancellation: If the purchase was cancelled or the product was returned. 
2. Voucher: If additional vouchers or discounts (unauthorised by Aklamio) were used.
3. 'Last cookie':
a) If your browser does not support cookies.
b) If you visited other websites in the same browser before making your purchase, which may have overwritten the Aklamio cookie.
4. Other reasons: If partner-specific reward conditions were not met (please check the relevant portal).

Please note: Aklamio reserves the right to cancel rewards if their collection violates our terms and conditions.

What to do if your reward is rejected

If you disagree with the decision and believe your reward was incorrectly rejected, please reach out to our support team using the contact form below this article. Click the “Contact us” button, select “My reward was incorrectly rejected” as the reason, and submit your request with all the required details. You can also get in touch with us about this issue using the chat widget in the bottom right corner of the page. Our team will review your case and get back to you promptly.

What happens after you contact us 

If your request is valid, our team will create a so-called Support Request for you. This is a form that collects the necessary details of the new purchase to be shared with the appropriate partner (the brand collaborating with us on the reward program) for manual review. We request and process these details in accordance with our privacy policy. If the partner provides positive feedback, the reward will be confirmed on your user account.

Deadline for reporting a rejected reward

You have 3 months from the rejection date to contact our team for support. Please see §10, point 2 of our terms and conditions.

If the reward was meant to be shared but only one person received it, there could be several reasons:

• The user account of the second person may have been registered with a typo or spelling error.
• The wrong email address might be checked. If you have multiple email addresses, please check all of them.
• It’s also worth checking your spam or junk folder. Since we send messages in bulk, they can sometimes be flagged as promotional and filtered accordingly.

If the reward still can't be found, the person who hasn't received it should contact us using the form below. Please select “User account” as the reason and include the email address of the friend who did receive the reward in the message — this will help us resolve the issue more quickly.

If your pending reward has been registered with an incorrect amount, please follow the steps below:

1. Verify the amount: The reward amount is determined by the order date, the product or offer purchased, and the applicable terms and conditions. Some of our partners may also run time-limited campaigns offering higher reward amounts. Please ensure the amount is indeed incorrect.

2. Contact us: If you have verified that the amount is incorrect, please reach out to us using the contact form below, and we will assist you.

3. Provide proof: Please note that we may ask you to provide proof of purchase, including the exact order date and details of the product or offer purchased.

If you believe the reward amount is incorrect after it has been approved by our partner (the brand collaborating with us on the reward program), please follow the steps below:

1. Verify the amount: The reward amount is determined by the order date, the product or offer purchased, and the applicable terms and conditions. Some of our partners may also run time-limited campaigns offering higher reward amounts. Please ensure the amount is indeed incorrect.

2. Contact us: If you have verified that the amount is incorrect, please reach out to us using the contact form below, and we will assist you.

3. Provide proof: Please note that we may ask you to provide proof of purchase, including the exact order date and details of the product or offer purchased.

If you requested a cash payout more than 2 business days ago and have not received it yet, please reach out to us using the contact form below, and we will assist you. Before contacting our Customer Support Team, please ensure that you have carefully checked the bank or PayPal account selected for your withdrawal.

Please note: The same PayPal account can only be connected to one user account.

If you see the following message: "This PayPal account is already connected to another user account. Please remove the existing connection first", it means your PayPal account has already been linked to another user account. You must first remove the existing connection before you can link your PayPal account again.

To remove the existing link, please refer to this article.

Important: Do you have two user accounts? According to our terms and conditions (§12, point 11), you're only allowed to have one user account. Please delete the user account you no longer wish to use.