Support

Contact

Email is the primary support channel while RewardsMate prepares for pilot access.

Missing points

If points are missing, email support with the store name, approximate date and time, amount paid, and a receipt photo if available. Confirm whether you scanned your RewardsMate membership before checkout.

Incorrect redemption

If points were applied incorrectly, tell us the store, transaction time, points amount and what you expected to happen. Keep your digital receipt if shown in the app.

Refund concerns

When an eligible transaction is refunded, points earned from that transaction may be reversed. Any RewardsMate points used on the refunded purchase are restored to the customer's universal balance. Cash or card amounts are refunded by the retailer through its normal payment process.

If points were not restored after a refund, contact support with the refund receipt and original purchase details.

Account access

For sign-in problems, tell us the email or mobile number associated with the account and the error you see. Do not share one-time codes with anyone.

Changed phone number

If your mobile number has changed, contact support from your registered email where possible and provide the old and new numbers so we can help update your account securely.

Duplicate accounts

If you accidentally created more than one account, contact support with both identifiers. Points cannot be transferred directly between customer accounts, but we can help investigate duplicates.

Privacy enquiries

For access, correction, deletion or privacy complaints, contact the privacy team and review the Privacy Policy. Privacy Policy

Suspected fraud

If you suspect unauthorised access or misuse of your points, contact support immediately and secure your device. See also the Security page. Security

Retailer complaints

For issues with a store's service, products or in-store payments, contact the retailer first. For RewardsMate points or offer recording issues connected to that visit, contact RewardsMate support with the store details.

Technical issues

Include your device model, operating system version, app version if known, and steps to reproduce the problem. Screenshots help.