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You’ve withdrawn your Cashback but the payment does not appear in your bank account. In some cases, we may have initiated the payment but it might take 3 to 5 days for you to get it. If it’s been unusually long, 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.

If you need additional help, reach out to Sparky, ShopBack’s helpful virtual assistant.

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