Q: I'm still waiting for my redemption cheque, how long should I wait?
A: Please allow 28 working days for you to receive your cashback cheque.
Q: I sent my claim in, but I haven't heard anything from you, what do I do now?
A: It can take up to 14 days for your claim to be processed. You are able to track your claim via the My Account section and selecting My Claim Status.
Q: Can I submit a bill online?
A: Yes - You can submit your bills to us online by visiting your My Account section. You should then click on the 'My Cashback' tab and follow the instructions.
Q: Can I submit an online version of my bill?
A: Yes - You can submit an online version of your bill to us by visiting your My Account Section. You should then click on the 'My Cashback' tab and follow the instructions. Your online bill must display your name, address, mobile number, tariff and the bill date.
Q: Which bills do I need to send in to claim my cashback?
A: To find out which bills to send go to the My Claim Status in the My Account section of the website.
Q: How long do I have to send in my claim?
A: When your claim is due you will be able to see a CLAIM NOW option in the My Claim Status section of My Account . You will then receive an email from us to let you know we’ve received you claim.
Q: Can I send a photocopy of my network bill?
A: No - You can either send your original bill via post or submit an online version via My Account. For more information on submitting your bills, please log in to the My Account section.
Q: What information does the bill need to show?
A: All bills sent in must show your name, address, the date of the bill, the tariff, current balance and your mobile number.
Q: I have more than one claim to make, do I send them altogether?
A: No - you will need to claim separately for each account you have with us by using the order numbers on your order confirmation emails.
Q: What if I want the cheque made payable to someone else?
A: The terms of our cashback offers are that we will only issue the cheque in the name of the person who took out the phone contract. We're therefore unable to make payments to anyone else.
Q: What happens if I change my address or mobile number after the sale?
A: Once your address or mobile number has been changed, you need to visit the My Account section and select the 'My Personal Details' tab to update your details. If you send in your bill to claim and the address and/or mobile number do not match those on our records, your claim will be rejected.
Q: What is automatic cashback?
A: Automatic cashback means you do not need to claim with us, we will automatically process your cheque for you. Please allow 38 working days for your cheque to arrive.