Why did I not get points for my order?

Points are added when an order is completed, and only when the order meets the rules of the programme. Check these in order.

01Checklist

Is the order completed?

Points are added when the order reaches Completed, not when you pay. An order that is still being prepared has not earned yet.

Were you signed in when you ordered?

Guest orders do not earn points. A guest order that you add to your account later does not earn points either.

Was the order $5 or more?

Smaller orders do not earn.

Was it a purchase that earns?

Wallet top-ups, Mate Balance Card purchases and wholesale orders do not earn points. Other categories can be excluded.

Did you reach the daily limit?

One account can earn only up to a daily maximum.

Are the points pending?

New points are pending for 72 hours. They cannot be redeemed yet. Your order page shows the date from which they are ready.

02Where to look

1. 1Open your account and select Points.
2. 2Under Activity, find the entry with the order number. A new entry is marked "Cooling off" while it is pending.

03Why your balance went down

A refund

when an order is refunded, fully or partly, the points it earned are removed. The entry reads "Reversed" with the order number. If you had already redeemed those points, the shortfall is taken from points you earn next.

A redemption

points you submitted for redemption are held until it is processed.

Expiry

available points expire 365 days after they were earned. The entry reads "Points expired".

04When to contact support

Contact support if a completed order meets every rule above and has no entry under Activity, or if your balance looks wrong. The Points & Rewards Terms ask you to do this within 30 days. Use the support widget on the site or email [email protected], and include:

• The order number.
• The email of your account.
• A screenshot of the Points page.

Never send your password, verification codes, wallet seed phrase or private keys. We will never ask for them.

05Related articles

• How do points work?
• How do I redeem my points?
• Do I need an account to buy?