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.
Troubleshooting Missed Cashback
- 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.
