Cashback

Do I need to claim cashback?

While the process is a breeze, doublecheck your order to make sure you even need to claim. Your email confirmation will tell you whether your deal is cashback by redemption, a line rental discount, or automatic cashback. If it’s the latter, you don’t need to claim, as your money will be paid into your bank account within 90 days of you connecting your phone to the network. So, you can get lost in your thoughts of what to spend your little saving on – new pair of headphones anyone?

If your plan does come with cashback by redemption or a line rental discount, you’ll just need to follow a few simple steps to make sure you get your money.

How do redemption cashback and line rental discounts work?

With both types of deals, you’ll need to claim the cashback in five chunks over the length of your contract. For 18- and 24-month plans, claims need to be made on billing months 6, 9, 12, 15, and 18, while it falls on months 4, 6, 8, 10 and 12 for 12-month contracts. Top tip: put a reminder in your calendar so you don’t forget.

We want you to get all your money back as quickly as possible, so we’ve cut out all the faff to make the claims process easy. Simply log in to ‘My Account’ above and fill in all the info on the cashback form, attach the relevant monthly bill, and then we’ll do the rest.

Once it’s with us, we need to approve your request - this can take up to 72 hours. Then within 14 working days, the money will make its way to the bank account you made your order with.

Please note, you must make each claim within 60 days of the date on the phone bill you attach to the cashback form.

Why have I not got my cashback?

When we’re busy trying to get cashback back to customers, it can sometimes take us up to 72 hours to give your claim the big thumbs up. Then it can be another 14 working days (or 90 days for automatic cashback) for it to land in your bank account. If you’re still waiting within these time frames, don’t panic – it’s on its way to you.

If it’s been longer than this, we’re really sorry. If you’ve made a cashback claim, just check:

• You’ve done this within 60 days of the date on the phone bill you attached with your form. You can’t claim cashback outside this time
• The phone number on the bill you provided matches the number we originally connected or upgraded. If your number has changed, you need to make sure the number on the bills have changed too
• You’ve set up the phone’s SIM and connected to the network (this is the same for automatic cashback).

There’s also a chance that your cashback could have been declined, which could be because you’ve:

• Cancelled your order
• Disconnected the SIM card from the network
• Changed your price plan with us, or the network.

Not the case? We want to get to the bottom of the problem as much as you, so please give us a call on 01635 017 109, and someone from our support team will be happy to help you out.

Still need help?

We’ve got you covered, visit our help & advice section to find what you’re looking for.

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