Reward Issues

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  • The reward is pending even though the communicated processing time has passed

    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.

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  • The reward has not been registered on my user account

    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.

    Don’t worry! You can submit a Support Request for the missing reward. Just follow the instructions in this article.

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  • The reward has been rejected

    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 canceled 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.

     

    If you disagree with the decision and believe your reward was incorrectly rejected, you can submit a Support Request. Just follow the instructions in this article.

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  • The reward was registered with an incorrect amount

    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.

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  • The reward was confirmed with an incorrect amount

    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.

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