6. Problems with my account

I have a problem with my login or account details. What do I do?

You can access and edit your login and account details in the "My personal information" page in the "My account" section. If for some reason you are unable to edit these details to suit your needs, or are unable to access your account please contact customer services. (link to: the new form or http://www.ipoints.co.uk/query/deposer in the meantime)

I've forgotten my password. What do I do?

If you have forgotten your password ipoints can email you a reminder. Below the login box on the right hand side of the homepage you'll find the "Username/password reminder" link. Clicking on this will activate a pop-up where you are asked to enter your email address. Your password will then be sent to you via email. If you don't know the email address that relates to your account, please contact customer services (link to: the new form or http://www.ipoints.co.uk/query/deposer in the meantime) with your name and postal address details so we can identify your account.

I want to change my email address but the system says the email already exists. What do I do?

This can occur if you have set up another account by mistake and your current email address is already in use in our database. Please provide customer services (link to: the new form or http://www.ipoints.co.uk/query/deposer in the meantime) with your current and former email address plus the passwords of the account and we will merge the accounts for you stating which account you want to keep. All non free points will be transferred to the new account.

I did not see anywhere to collect ipoints on the partner's site.

In the majority of cases you will not see any reference to ipoints on our partners' sites (please see above "Full Loyalty and non-loyalty partners"). In the case of "non-loyalty" partners ipoints will be earned and awarded to your account automatically and you must therefore ensure that you go to your chosen partner via the ipoints website in order for your transaction to be registered. However, in the case of "Full Loyalty" partners you will be prompted to claim your ipoints on the order confirmation page of that site. With "Full Loyalty" partners you do not necessarily have to go via the ipoints site, however you must claim your ipoints when prompted on the confirmation page.

I didn't click through to the partner from ipoints.co.uk. Can I still collect my ipoints?

Unfortunately we are unable to award points retrospectively in this manner in the case of "non-loyalty" partners (please see above "Full Loyalty and non-loyalty partners"). Clicking through the links is very important because without it ipoints will not receive reports associated to the purchase or activity you've completed on the partner's site and therefore won't be able to credit you with ipoints. Unfortunately we are unable to credit points to an account retrospectively if this process has not been followed. In the case of "Full Loyalty" partners it is not necessary to click through from ipoints.co.uk. With these partners you collect ipoints on the confirmation page of that partner.

The partner I have earned ipoints with is no longer on site. Will I still receive my ipoints?

If the partner was on the site at the time of your transaction (i.e. you clicked through from the ipoints site) then yes your points will still be awarded. If however it was a partner that was previously featured on the site but was no longer there at the time of your transaction then unfortunately we will be unable to award points to your account.

I've not yet received my ipoints.

Firstly please ensure that you have correctly met the conditions for earning ipoints with a given partner. These can be found on the detail page of a partner under "How to earn". If it was a "Full Loyalty" partner ensure that you collected your ipoints on the confirmation page of that site. ipoints can sometimes take 30 days to be credited to an account depending on the partner. Please note that we are only able to respond to missing points queries where members have waited longer than 30 days to be credited with their points.

If the correct conditions have been met and 30 days have elapsed please contact customer services using the form provided. Please include as much information on the transaction (order/account numbers, confirmation emails etc.) as possible to help us track your transaction more quickly.

My account has been credited but not with the correct amount of ipoints. What do I do?

Firstly please ensure that you have met all the conditions necessary for earning ipoints with the partner. These can be found on the detail page of a partner under "How to earn". If it was a "Full Loyalty" partner ensure that you collected your ipoints on the confirmation page of that site. Please note that where partners have various ways to earn (for example free registrations and purchases) some ipoints can take longer to reach the account than others. ipoints can sometimes take 30 days to be credited to an account depending on the partner and offer. Please note that we are only able to respond to missing points queries where members have waited longer than 30 days to be credited with their points.

If the correct conditions have been met and 30 days have elapsed please contact customer services using the form provided. Please include as much information on the transaction (order/account numbers, confirmation emails etc.) as possible to help us track your transaction more quickly.

I have ordered a reward but there has been a change to my delivery address.

Unfortunately we cannot cancel orders which we have forwarded to our reward suppliers, so once orders have been submitted the transaction is final. Also, it is not possible to reclaim the ipoints by returning rewards to the sender. We need to follow this policy to keep the price of the rewards as low as possible. Please ensure you have the correct address entered in your personal information in the "My account" section.

I have not yet received my reward.

Most Rewards take up to 14 working days (Mon-Fri) to be delivered and magazine subscriptions can take anywhere between 4 - 6 weeks. If you have not received your reward within 14 working days (or 4 - 6 weeks for magazine subscriptions), please contact customer services detailing which reward you are still waiting for.

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