Cashback status issues

My Cashback status doesn’t seem correct. What should I do?

You’re concerned with your Cashback status because it's not updating to reflect any recent changes. Or, your Cashback has expired and you’re looking for ways to reinstate it. Here’s how we can help in those situations.

What you can try

Cashback amount: Calculating

Travel-related purchases

For most travel-related purchases (e.g Expedia, Agoda, etc), the Cashback will only be validated after the stay checkout date. The exact time frame will also vary by travel company.

For app For web

To find more in-depth information about your Cashback, go to your Lifetime earnings on the home screen.


Then, go to Cashback activity and expand on Calculating to reveal the details.


Non-travel purchases

In other situations, the final Cashback amount will be updated after the purchase is validated.

You can find the details on the estimated time frame by going to your Lifetime earnings → Cashback activity and expanding on Pending to reveal the details.

In-store Cashback: Pending

Notice: Starting 27th Feb 2023, ShopBack Pay will replace tapping your card when making payment.

As we're changing the way you pay, we've automatically credited your account with the value of your pending Cashback earned from tapping your card (this excludes Cashback earned from a ShopBack Pay QR code purchase).

Credited Cashback will first appear as “pending” and then as “confirmed” in your account within 7 business days. Please note it will appear as a separate “transaction” listed in your account and the original pending transaction will remain as “pending” not “confirmed”.

For ShopBack Pay users, when making an in-store purchase, your initial Cashback status will be Pending.

This will change to Confirmed on your next visit to the same store, as long as it’s before the date mentioned in the purchase details.


The Cashback will turn "Confirmed" within 7-14 days once your subsequent Cashback is tracked.

You can find this information by going to your Lifetime earnings → Cashback activity and expanding on Pending to reveal the details.

Expired Cashback

We send a reminder email approximately 2 months before your Cashback expires. We do this to ensure that your account remains active - meaning at least 1 purchase is made via Shopback within 1 year.

If your Cashback has expired, please reach out to Sparky, ShopBack’s virtual assistant and our friendly team will assist you from there.

Missing Cashback

For missing or incomplete Cashback, check out this article on Missing or incomplete Cashback.

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