Click on the purple support icon at the bottom right of your screen to get in touch with us!
Below we also answer frequently asked questions for you - perhaps you will find a solution to your inquiry there.
How Cashback Works
Pending and available cashback
After you make a purchase, your cashback is initially marked as "pending". This is necessary because, for example, the shop must first wait to see whether you return your order. As soon as the shop confirms your purchase, your cashback becomes "available" - and you can withdraw it to your bank account.
When is cashback marked as "pending"?
Usually it takes 1-3 days for your cashback to be marked as "pending". In some cases, it can take up to 7 days.
When does cashback become available?
The confirmation period is different for each shop, e.g. because different withdrawal periods apply. On Rakuten.co.uk, each shop profile will show you the average time it takes for your cashback to become available.
How is the cashback amount determined?
Each shop determines the commission that is paid to us for referring a transaction. The higher the commission, the more cashback we can offer you for a shop.
How Cashback Becomes Available For Withdrawal
1-3 days after your purchase, your cashback will be noted as "pending".
After verification & validation the shop confirms your purchase
After the shop confirms your purchase, your cashback becomes available.
Why wasn't your purchase tracked?
There are 2 possible reasons: Either the shop does not acknowledge that your purchase was made via Rakuten.co.uk or your purchase does not meet the shop's cashback conditions. In both cases, we do not receive any commission from the shop and can therefore not pass on any cashback to you.
Transaction request in case of missing cashback
If you are missing cashback for a purchase, please send us a transaction request via the support icon. After sending us your order details, we will contact the shop to check your purchase. As soon as the shop subsequently allocates the purchase to us, we will add your cashback to your account.
How to avoid missing cashback?
On each shop profile on Rakuten.co.uk you will find our cashback tips as well as the individual cashback conditions of the shop. These tips will help you to make sure your order is being tracked.
Your cashback was cancelled?
Cashback will be declined if you have returned/cancelled your purchase or if the shop determines during the order review process that cashback conditions have not been met. Please contact us via the support icon if you believe your cashback has been wrongly declined.
Your cashback was calculated incorrectly?
It may happen in some cases that your cashback does not match the advertised percentage/amount. This could happen, for example, if the shop changes the cashback rates at short notice. Please contact us via the support icon if your cashback amount is incorrect.
Who is Rakuten?
Rakuten is a Japanese company headquartered in Tokyo and offers a wide range of services in many different areas around the world. Rakuten.co.uk is a service that allows you to collect cashback when shopping online at our partner stores.
Why can Rakuten.co.uk give cashback to customers?
For every purchase you make through Rakuten.co.uk from a partner shop, we receive a commission from the shop. We pass on part of the commission to you in the form of cashback - that's how you get money back for your purchases with Rakuten!
Is Rakuten.co.uk a free-to-use service?
Yes, Rakuten.co.uk is a completely free-to-use service.
Bank account transfer
You can withdraw your available cashback via bank account transfer. To do this, go to Cashback & Points > Withdraw your cashback.
How long does the cashback payout take?
Usually, your cashback will be transferred to your bank account within a few hours. In some cases, it can take up to 3 days until you receive your money.
Are there any other payout options?
Currently, you can only withdraw your cashback via bank account transfer. We are working on introducing more payment options in the near future. Alternatively, you can convert your cashback into points - see the section below for more information.
Rakuten Points & Gift Cards
What are Rakuten points?
Rakuten points are part of Rakuten's global ecosystem. On Rakuten.co.uk, you can earn Rakuten points by converting your collected cashback into points. You can redeem points on Rakuten.co.uk to get vouchers from selected partner shops or use them on other Rakuten services, such as Rakuten TV.
Converting cashback into points
When converting cashback into points, you benefit from a favorable conversion rate: £1.00 cashback = 120 points. For example, if you convert £50 cashback, you will receive 6000 points. You can then redeem these points to get vouchers worth £60. This way you save even more!
Can Points expire?
Points expire 12 months after your last point credit.
How to get gift cards?
You can get gift cards (e.g. from Argos, Currys, Tesco) by converting your collected cashback into points and then redeeming your points for these gift cards.
You're facing issues when redeeming points for gift cards?
You have already acquired several gift cards on Rakuten.co.uk in exchange for points and are now receiving an error message? Please try again after 48 hours. Please contact us if you are still unable to receive gift cards.
Problems redeeming gift cards at store's checkout?
If your gift cards are not redeemable during the payment process, please contact the respective shop first. If they are unable to resolve the problem, please send us a message via the support icon.
Your Rakuten.co.uk Account
Subscribe / unsubscribe newsletter
You can unsubscribe from the Rakuten.co.uk newsletter under My Account > Services & Privacy.
Delete Rakuten.co.uk account
To do this, go to My Account > Services & Privacy and select the "Delete my account for this service" button.
Data protection issues
View Cashback and Points allocations
You can view your Cashback and Points allocations either under My Orders or under My Account > Cashback & Points.
Problems with login / password
Your email address is not recognised or an error occurs when resetting your password? Please check if you want to log in to Rakuten.co.uk or another Rakuten service. In case of another Rakuten service, please visit the relevant website and try logging in there. If you are trying to log in to Rakuten.co.uk and are experiencing issues, please contact us via the support icon.
What is Rakuten Payday?
When you earn cashback rewards with Rakuten, we'll send this to you automatically at the end of each month. We call this Rakuten Payday.
What do I need to do to get paid?
You'll need to have an available cashback balance, and most importantly, you'll need to have submitted your chosen bank details. You can do that by simply clicking through to Cashback + Points > Withdraw Cashback > Add Account.
How long does it take to get paid?
Usually, your available cashback balance will be transferred to your bank account within a few hours. In some rare cases, it can take up to 3 days until you receive your cashback.
Can I still withdraw cashback before Payday?
Of course! More information is just below.