Basic Support

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  • How to create a Support Request?

    The Support Request form should be used if your reward has not been registered on your user account after the relevant purchase or if it has been incorrectly rejected. The form collects the necessary details of the new purchase and will be forwarded to the appropriate partner (the brand collaborating with us on the reward program) for manual review.

     

    Here’s how you can create a Support Request:

    1. Log in to your user account (see How to log in?).

    2. Navigate to the menu option (top right corner), click the arrow, and select 'Help'.

    Screenshot_2023-05-10_at_13.45.52.png

    3. Click on the 'Create a Support Request' button.

    Screenshot_2023-05-10_at_13.46.43.png

    4. Choose the appropriate reason for your Support Request.

    5. Select the relevant referral or cashback from the list.

    Screenshot_2023-05-10_at_13.47.28.png

    6. Provide the details associated with the purchase. We request and process these details in accordance with our privacy policy.

    Screenshot_2023-05-10_at_13.48.13.png

    7. Once all requested details have been provided, click on the 'Send Support Request' button.

     

    Please remember:

    • In the case of a referral, the form for the missing reward must be filled out through the referrer's account.
    • Do not create Support Requests for rewards that are already registered (pending). Support Requests are only intended for unregistered or rejected rewards. Incorrectly created Support Requests will be deleted.
    • Ensure all required fields are filled out.

     

    Support Request submission deadline

    You have 3 months from the order date to submit a Support Request for a missing reward, or 3 months from the rejection date to submit a Support Request for a rejected reward. Please see §10, point 2 of our terms and conditions.

     

    Next steps

    You will receive an email confirming the creation of your Support Request, along with its ID number. If it's complete, it will be sent to the relevant partner for verification. If something is missing, we will send you an email requesting the missing information. If the partner provides positive feedback, the reward will be confirmed on your user account.

     

    Important notes on processing time

    • The processing time for Support Requests follows the estimated reward validation time provided on the partner’s portal, starting from the creation date of your Support Request.
    • If the activation date of a purchase is after the creation date of the Support Request, validation will begin once the services have been activated. If the activation date of a purchase is earlier than the creation date of the Support Request, the validation will begin from the date when the Support Request was created.
    • Please note that, due to data protection and privacy concerns, we do not have access to our partners’ databases. As a result, we cannot review the purchase related to the reward and verify Support Request ourselves.
    • Rest assured, we will notify you as soon as we receive feedback from our partner regarding your reward.
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  • How to activate cookies?

    For a reward to be tracked in your user account, you will need to allow cookies. How cookies are enabled depends on your browser. This section explains how cookies can be enabled in the following browsers: 

     

    Enable cookies in Chrome (Desktop)

    1. Click on the menu button at the top right corner (three dots). 

    Adblocker_deaktivieren_chrome_1.png

    2. Select "Settings" and "Privacy and security". 

    Screenshot_2022-05-24_at_09.02.42.png  Screenshot_2022-05-24_at_09.03.02.png

    3. Select "Cookies and other site data". 

    Screenshot_2022-05-24_at_09.27.55.png

    4. Select "Allow all cookies".  

    Screenshot_2022-05-24_at_09.28.43.png

     

    Enable cookies in Chrome (Mobile)

    iOS

    1. Open "Settings", scroll down and select Chrome.

    Cookies_Chrome_Step_1a.png Cookies_Chrome_Step_1b.jpg

    2. Turn on the option "Allow Cross-Website Tracking".

    Cookies_Chrome_Step_2.jpg

     

    Android 

    1. Click on the menu button at the top right corner (three dots).

    Cookies_Chrome_Step_1.png

    2. Select "Settings" and then "Site settings".

    Cookies_Chrome_Step_2a.png   Adblocker_Chrome_Step_2b.png

    3. Select "Cookies" and then "Allow Cookies".

     Cookies_Chrome_Step_2b.png Cookies_Chrome_Step_3.png

     

    Enable cookies in Firefox (Desktop)

    1. Click on the menu button at the top right corner (three lines). 

    Adblocker_fertig2.png

    2. Select "Settings".

    Screenshot_2022-05-25_at_14.10.46.png

    3. Select "Privacy & Security" on the left side. 

    Screenshot_2022-05-25_at_14.11.39.png

    4. Make sure that you select "Custom" settings and unselect the cookies option. That way, cookies won't be blocked in your browser. 

    Captura_de_pantalla_2020-04-08_a_las_16.32.06.png

     

    Enable cookies in Firefox (Mobile)

    iOS

    1. Open "Settings", scroll down and select Firefox.

    Cookies_Firefox_Step_1a.png Cookies_Firefox_Step_1b.jpg

    2. Turn on the option "Allow Cross-Website Tracking".

    Cookies_Firefox_Step_2.jpg

     

    Android 

    1. Click on the menu button at the bottom right corner (three dots).

    Cookies_Firefox_Step_1.png

    2. Select "Settings" and then "Enhanced Tracking Protection".

    Cookies_Firefox_Step_2a.png Cookies_Firefox_Step_2b.png

    3. Select "Custom" and disable "Cookies" and "Tracking Content" options.

    Cookies_Firefox_Step_3.png

     

    Enable cookies in Safari (Desktop)

    1. Click on the "Safari" menu at the top left corner and select "Preferences".

    Screenshot_2022-07-06_at_13.28.32.png

    2. Select "Privacy" on the top menu.

    Screenshot_2022-07-06_at_13.30.49.png

    3. Now you can enable cookies by unchecking the "Prevent cross-site tracking" and "Block all cookies" options.

     

    Enable cookies in Safari (iOS only)

    1. Open "Settings", scroll down and select Safari.

    Cookies_Safari_Step_1a.png Cookies_Safari_Step_1b.jpg

    2. Under the "Privacy & Security" section, turn off the options "Prevent Cross-Site Tracking" and also "Block All Cookies".

    Cookies_Safari_Step_2.jpg

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  • How to disable adblockers?

    The way to disable adblockers depends on the web browser you are using. This article explains how adblockers can be disabled in the following browsers:

     

    Disable adblockers in Chrome (Desktop)

    1. Click on the menu button at the top right corner (three dots).

    Adblocker_deaktivieren_chrome_1.png

    2. Select "Settings" and "Privacy and security". 

    Screenshot_2022-05-24_at_09.02.42.png  Screenshot_2022-05-24_at_09.03.02.png

    3. Select "Site settings".

    Screenshot_2022-05-24_at_09.03.49.png

    4. Then, under "Additional content settings", click on "Ads".

    Screenshot_2022-05-24_at_09.04.50.png

    Screenshot_2022-05-24_at_09.05.13.png

    5. Turn off "Block ads on sites that show intrusive or misleading ads" (select "All sites can show any ads to you"). 

    Screenshot_2022-05-24_at_09.07.19.png

    6. Make sure that you don't have any adblocker extensions active. Click on the menu button at the top right corner (three dots).

    Adblocker_deaktivieren_chrome_1.png

    7. Select "More tools" and then "Extensions".

    Screenshot_2022-05-27_at_10.24.30.png

    8. Here you can disable the adblocker extension if you have one active. 

    Adblocker5.png

     

     

    Disable adblockers in Chrome (Android only)

    1. Click on the menu button at the top right corner (three dots).

    Adblocker_Chrome_Step_1.png

    2. Select "Settings" and then "Site settings". 

    Adblocker_Chrome_Step_2a.png Adblocker_Chrome_Step_2b.png

    3. Select the "Ads" option and turn it on.

    Adblocker_Chrome_Step_3a.png Adblocker_Chrome_Step_3b.png

    * For specific adblocker apps that you may have, both on iOS or Android, just open and disable them.

     

     

    Disable adblockers in Firefox (Desktop)

    1. Click on the menu button at the top right corner (three lines). 

    Adblocker_fertig2.png

    2. Select "Add-ons and themes".

    Screenshot_2022-05-25_at_14.07.38.png

    3. Select "Extensions" on the left.

    Adblocker9.png

    4. Now you can disable the adblocker if you have one active. 

     

     

    Disable adblockers in Firefox (Android only)

    1.  Click on the menu button at the bottom right corner (three dots).

    Adblocker_Firefox_Step_1.png

    2. Select "Add-ons".

    Adblocker_Firefox_Step_2.png

    3. Click on the enabled adblocker add-on and disable it.

    Adblocker_Firefox_Step_3a.png  Adblocker_Firefox_Step_3b.png

    * For specific adblocker apps that you may have, both on iOS or Android, just open and disable them.

     

     

    Disable adblockers in Safari (Desktop)

    1. Click on the "Safari" menu at the top left corner and select "Preferences".

    Screenshot_2022-07-06_at_13.28.32.png

    2. Select "Extensions" on the top menu.

    Screenshot_2022-07-06_at_13.38.25.png

    3. Now you can disable the ad-blocker by unchecking it on the left.

     

     

    Disable adblockers in Safari (iOS only)

    1. Open "Settings", scroll down and select Safari.

    Adblocker_Safari_Step_1a.png Adblocker_Safari_Step_1b.jpg

    2. Under the "General" section, select "Extensions".

    Adblocker_Safari_Step_2.jpg

    3. Then you can disable all the content blockers in case you have any enabled.

    Adblocker_Safari_Step_3.jpg

    * For specific adblocker apps that you may have, both on iOS or Android, just open and disable them.

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