Reasons you may not have received Cashback and what to do next.
If you were expecting to receive Cashback but didn't, please review the possible reasons below. If you'd like us to investigate further, please contact our Support team.
Is a Cashback Campaign Running?
Some stores choose to run Cashback campaigns on certain days, at certain times of day or for a certain payment method. When purchasing online when a Cashback campaign is active, the cashback amount is clearly displayed at store's checkout. If purchasing in-store, you can view the terms of the store's Cashback campaign in the Hello Clever app.
Is Your Debit Card Valid?
A small number of debit cards may not be able to receive Cashback in-store, depending on the merchant's payment system. If you have linked a debit card in the Hello Clever app and you don't receive Cashback when a valid Cashback campaign is running, please contact our Support team. Note, credit cards are not affected and will always receive Cashback from a valid in-store campaign.
Did You Re-Add Your Card to Your Digital Wallet?
If you remove and re-add your card to your device's digital wallet after you link the same digital card in the Hello Clever app, you will need to also re-link your digital card in the Hello Clever app. Similarly, if you receive a replacement physical card, you'll need to link it in the Hello Clever app and remove the old card. If you think this is the reason you didn't receive your Cashback, please contact our Support team.
Did You Link The Card Stored In Your Digital Wallet?
If you prefer to use Applepay or Googlepay to pay in-store, you'll need to link your Applepay or Googlepay card in the Hello Clever app. To be sure of getting your Cashback, link your physical card too!
Did the Store Use Their Tyro Payment Terminal?
Hello Clever is designed to work at up to 70,000 participating stores who use a Tyro payment terminal. In rare circumstances, these stores may use a different brand of payment terminal, as a backup for example. In this case, your Cashback transaction cannot be processed. However, if you send a screenshot of your bank transaction history to our Support team showing the relevant transaction, we'll investigate and credit you the Cashback amount if an active Cashback Campaign was running at the time.