Withdrawal not received

I did not receive my withdrawal. What should I do?

You’ve withdrawn your Cashback but the payment does not appear in your bank account.

Typically, you will receive your cashback in your bank account or wallet within five calendar days from the date of request.
During public holiday periods, this process might take a bit longer and in any case will always be completed within five working days.
Incorrect withdrawal details are the primary cause of delays to cashback being credited to you.
Kindly ensure that your withdrawal details (e.g. bank account number or PayPal account) are correctly updated before you request for a withdrawal.

If it’s been unusually long and your withdrawal details are correct, here’s what you can do to investigate.

What you can try

If your Cashback withdrawal status is Paid, you’ll be able to request remittance advice. A remittance advice is a proof of payment to certify that ShopBack has indeed deposited your hard-earned Cashback.

Note: You can only request a remittance advice within 30 days from the date you requested your withdrawal.

How to request for a remittance advice?

For app For web
  1. Go to Account → Withdraw.

  2. On the withdrawal you'd like to request the remittance advice for, tap Need help?.

  3. Select Get proof of transfer and you should receive your remittance advice via email within 24 hours.

  4. You should receive your remittance advice via email within 24 hours.


Contact your bank and use this Remittance Advice as proof to investigate the missing payment.

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