Why Did I Not Get Cashback?

Sometimes cashback does not appear in your account after a purchase. This can happen for several reasons, but most are avoidable.

Common Causes

The purchase was not started from Freecash.
Cookies were not accepted, or ad-blockers blocked the cashback tracking.
The order was canceled or refunded.
A voucher code that was not listed on Freecash was used during the purchase.
The purchase was made through the shop’s app rather than on their website.
Certain products or categories are excluded from cashback by the shop.
Privacy settings on your device blocked tracking.
iCloud Private Relay was enabled.
No cashback will be paid on orders that are not of a private nature (i.e., commercial purchases are excluded).
Cashback is not paid on commercial or non-private purchases.
Books, stamps, and price-fixed items are excluded from cashback.
When using gift vouchers, cashback applies only to the remaining balance. If this balance falls to €0, no cashback is paid.

Review the shop’s conditions on Freecash to make sure your purchase was eligible.
Wait 48 hours, as some shops take longer to report.
If cashback still does not appear, open a support ticket and choose the correct type:

Missing Cashback if no cashback appeared.
Declined Cashback if cashback was rejected, but you believe it should be valid.
Incorrect Cashback if the cashback amount does not match your purchase.

When submitting a ticket, include your order number, date, and purchase amount. Our support team aims to respond within 48 hours.