TroubleshootingUpdated 3 months ago
Why didn’t I receive my referral credits?
Ensure that your referral made a qualifying purchase using your referral link. If the issue persists, contact our support team for assistance on [email protected]
Can I change my referral link or reward code?
If you need to update your referral link or reward code, please reach out to our support team. We’ll be happy to help.
What happens if I cancel my account?
If you cancel your account, any unused cashback rewards or store credit will expire.
I can’t work out where to redeem my points?
Your Store Credits are redeemable in the checkout section of the website. Make sure you are logged into the right email account and shopping in the right region, and then when you go to pay for your order you should be able to use the coupon from your Wallet.
Why didn’t I earn points on my purchase?
Double-check you were signed into your rewards account and didn’t accidentally check out as a guest. You must be logged in when making purchases to earn points. If you have done this in error, contact us at [email protected] to help apply your points to your account. You also won’t receive points if you return your purchase or your purchase is canceled for any reason. Please note that any points you earn on a purchase you later return will be deducted from your point balance.
You should also check that you are using the same email address and region to login to your account and make your purchase. If you make a purchase on VOITED.DE for instance, you cannot redeem those points on VOITED.EU.
I should have earned points for a purchase/incentive but I didn’t see my account balance change. Did I get credit?
Yes! You work hard to earn points and we want you to feel confident that all of your points are right where they should be in your account!
There is a 24 hour delay between making a purchase and the points being received into your account.
However, if you feel like you have earned points but they are not showing up in your account you can also troubleshoot it with these tricks:
- Try to refresh your browser.
- Try to log out and then back in to your account.
- Check your ‘Rewards history’ in your Rewards account to see if the points were added without you realizing it. Your ‘Rewards history’ will show you the number of points earned, how and when they were earned, as well as any redemptions of points made on your account.
If you still feel like your points balance is not accurate you can contact our [email protected] team and they will look into the issue for you.
I’ve referred several friends but haven’t received any points for it. Is there something else I need to do?
Thank you so much for sharing us with your friends! We really appreciate it.
Referred friends must be first-time customers in order for both of you to receive the referral rewards.
In addition, the referral must be initiated through your referral link.
Points will be added to your account as soon as your friend completes their first purchase over the specified threshold on our website.
When your friend makes a successful purchase you will receive an email letting you know that one of your referrals made a purchase using your code and that a reward was added to your account. You can also check in the activities section of your account dashboard to see a list of any points that you have received for referrals.