Frequently Asked Questions

My Account

Who is eligible to participate in the scheme?

Eligible Participating Resellers and Retailers across Samsung One and Samsung Backstage

What happens if I leave employment?

All points must be claimed before the final day of employment with a qualifying Samsung One Partner. Where a participant fails to transfer their credits prior to this period and/or their credits account ceases to be active, the participant’s credits will be invalid.

Points

Do points have a monetary value?
Yes, the points will be valued at £1 = 100 points

Can I buy additional points?

No – Additional points cannot be purchased. Only points awarded through your rewards programme can be used to place orders for products within your current points balance.

Can I transfer points to another participant’s account?

No – Points are awarded to individual accounts and can only be redeemed by the intended recipient. You cannot transfer your points to another participant of the rewards programme.

Is there a time limit to use my points?

12 month expiry - Participants have 12 months from the date that your points are awarded to redeem these. Any unspent points will expire after 12 months and will be removed from your balance.

Where are my credits from sales incentives ?

Please contact samsungone.co.uk/support who will be able to advise on any sales incentives and points earned via engagement

Rewards - Ordering

Can I change my delivery address after placing an order?

Providing that your order has not yet been dispatched you can request any delivery amendments to your order. Orders can sometimes be dispatched the same day so please contact [email protected] as soon as possible to request your delivery amendments.
Please note that any amendments or correction you request for an order that has already been dispatched may incur additional fees. These fees will either be deducted from the balance on your reward account or invoiced to you directly for payment.

Can I add any additional information when placing an order?

When placing your order, you can enter additional information such as personalisation in the extra text box provided on the order page.
Please note that while all efforts are made to ensure that your request is carried out, there may be occasions when this cannot be applied to your order.

Can I find out about an old order I have placed?

Your order history will show on your account. If you need any further help on a previous order placed please contact [email protected] with your order number and product name and our team will be able to assist you further.
Please note that we are unable to assist with any gift card or eVoucher queries that are older than 3 months. Please ensure to contact our team before this time if you have any gift card or eVoucher queries.

What if I accidently provide the wrong delivery address?

If you have provided incorrect delivery information, please contact [email protected] as soon as possible with the correct details. Our team will try their best to update the address if your order has not yet been dispatched. This however cannot be guaranteed and if your order has been dispatched you may be charged additional fees to correct this.
When placing an order, please ensure you check your delivery details carefully and update these before you place your order if needed. If your delivery country is not showing correctly, please contact [email protected] to have this updated before you place your order. If your reward is to be delivered to a company address, please ensure to include the company name and building name / number in Address Line 1.

The product is out of stock; when will I be able to order this?

If a product is showing as out of stock, our supplier unfortunately does not currently have this item available to ship straight away. As soon as stock is secured, the item will become available to order. The product description will show any expected availability dates, otherwise we would suggest checking the reward catalogue frequently for any updates on specific items that are out of stock.

Can I order something that is not in the reward catalogue?

Your points can only be redeemed for items that are available in the reward catalogue and you cannot use your points to purchase items from stores or retail websites.

Rewards - Receiving

How long will my reward take to deliver?
Please check the product description for the sender email address.

eVouchers – The majority of our eVouchers are emailed to you within 1 working day. Some of our eVouchers however can take between 3 – 5 working days, so please do allow up to this time to receive your reward.
Gift Cards – Gift cards are processed daily and can take 3 – 5 working days to dispatch. Once your gift card has been dispatched, please allow up to 14 working days to receive it at your chosen delivery address.
Physical products – Physical products are processed daily and can take between 3 – 5 working days to dispatch. Once dispatched, please allow up to 14 working days to receive your order at your chosen delivery address.
Delivery timescales can vary depending on the product type and supplier, therefore we would always suggest checking the item description for this information before placing your order.

Will I have to sign for my reward?
Please check the product description for the sender email address.

eVouchers – You will not need to sign for your eVoucher as this will be emailed to you directly.
Gift Cards – Gift cards are generally dispatched via Royal Mail First Class and will not require a signature upon receipt.
Physical products – Physical products generally require signature upon receipt, particularly if they are large items or high in value. When placing your order, please enter a delivery address where someone will be available to sign for it.

What if I’m not available to sign for my reward?

If for any reason you miss the delivery of a reward that requires a signature, the courier will leave details on how to re-arrange delivery or collect the item from your local depot.

Can I check the status of my order?

You can check the status of your order in the “My Account” area of your online rewards account. When an order is first placed it will show as “Pending”. Once our supplier acknowledges your order, this will update to “Processing” and means that the supplier is checking stock and arranging the dispatch. Your order will be set to “Dispatched” as soon as the order has shipped. If tracking is provided you will also be able to see these details on the order record and will receive an email to confirm dispatch.

Why has my reward not arrived? Please check the product description for the sender email address.

eVouchers – eVouchers are sent to the email address provided at the point of placing your order. If you have not received the email containing your eVoucher, please check the product description as this will state the sender email address and use this to check your spam and junk folders. If you have still not received this and your order has a status of “Dispatched” in your “My Account” area, please contact [email protected] with your order reference and our team can ask for this to be re-issued to you.
Physical products – If you have not received your physical reward after 14 working days of the dispatch date, please check any tracking information provided in your “My Account” area. If you can still not locate the reward or you do not have tracking information, please contact [email protected] and our team will be able to provide more information on the delivery of your order.
Physical Gift Cards –If you have not received your physical gift card after 14 working days of the dispatch date, please contact [email protected] and a member of the team will be able to provide you with more information. Please note that if your gift card has been dispatched to the address provided and the funds have been spent, our supplier may not be able to issue you a replacement gift card.

Rewards – Faults / Returns / Cancellations

Can I cancel my order?

eVouchers – Due to the nature of the product, we are unable to cancel eVouchers once they have been processed.
Physical Gift Cards – Providing that your order has not yet been dispatched you can request a cancellation. Orders can sometimes be dispatched the same day but changes may not be reflected on your account until 24 hours after this time, so please contact [email protected] as soon as possible with your order reference to request your cancellation. Please note that if your gift card has been dispatched to the address provided and the funds have been spent, our supplier may not be able to refund you*.
Physical products – Providing that your order has not yet been dispatched you can request a cancellation. Orders can sometimes be dispatched the same day but changes may not be reflected on your account until 24 hours after this time, so please contact [email protected] as soon as possible with your order reference to request your cancellation*.

* Please note that if your order has been dispatched but we have been able to stop delivery, you will not be refunded the original delivery amount for your order.

What if my reward is faulty on arrival?

If your reward arrives faulty or damaged, please contact [email protected] with your order reference and proof of damage / fault within 24 hours of delivery. Our suppliers are only able to replace damaged or faulty rewards if we are notified within 24 hours of the delivery date and any claims made outside of this period may incur additional fees, which will be deducted from your points balance or invoiced to you directly for payment.
Please note that if your product is returned for testing and no fault is found, you may be charged for the collection and reshipment fee to send the item back out to you. Our supplier will not issue a credit for any products which are not found faulty.

What if my reward becomes faulty at a later stage?

If your reward develops a fault after 28 days of receiving, you will need to raise a claim directly with the manufacturers of the product to resolve this. Please contact [email protected] as soon as possible and our team will be happy to request a proof of purchase from our suppliers to assist you with your direct claim.

I have received the incorrect item, what can I do?

If you have received an incorrect item for your order, please contact [email protected] within 48 hours of delivery with your order reference and images of the product received. Our team will contact the relevant supplier to arrange collection and replacement of your order. We ask that you please do not open the incorrect item you have received if possible.

I’ve changed my mind; can I return my reward?

eVouchers – Due to the nature of the product, you are unable to return eVouchers once they have been processed.
Gift Cards – To return your gift card or physical voucher, please contact [email protected] within 14 days of receipt and our team can contact the supplier to process your return, providing the card has not been used. Please note that you will not be refunded for the cost of the original delivery and you may need to return the gift card or voucher to the supplier for your refund.

Why has my gift card not been loaded?

Many of our gift cards are dispatched unloaded and we ask that you allow up to 24 – 48 hours from delivery for this to be activated. If, however you have tried to use your gift card after this time and have been advised by the retailer that the gift card has either a zero or incorrect balance, please contact [email protected] as soon as possible and our team can raise this with the relevant supplier.
You can also check the balance of some of the gift cards online or by calling the number provided on your gift card. If in doubt, please use these methods to check the balance on your gift card before use.

Prepaid Cards – Mastercard

What is the Samsung Rewards Prepaid Mastercard®?

This is a reloadable card you can use to make online and in store purchases where Mastercard is accepted.

How do I order my card?

When you redeem your points, you will receive a digital token via email [email protected] with a link to the cardholder website.
Your digital token must be redeemed within 3 months, and you must complete your Digital Wallet profile and provide the delivery address you’d like your physical card to be posted to.
You will receive an email when your card has been shipped.

How do I reload my card?

To allow additional card loads to be successfully added to your balance, you must redeem the first digital token that was sent to you.
You must use the same email address you used when you first redeemed points for your card.
You will receive an email when your card balance has been automatically updated.

How long will my card take to arrive?

Your card will take 2-3 weeks to arrive at your chosen address. All cards, regardless of currency or location, are shipped from the USA.

Why have I not received my digital token?

Your digital token is sent from [email protected]. Check your junk and spam folders.
Once you have redeemed your initial token, any future card loads will be automatically added to your card balance, providing you have used the same email address.

What if I can’t redeem my initial digital token, or my load is not showing on my card balance?

If you have difficulties redeeming your initial digital token, or your card has not been correctly loaded, visit the cardholder website to speak to cardholder services.
You cannot transfer digital tokens across digital wallets so ensure you use the same email address each time you redeem your points.

What actions do I need to complete before being able to use my card?

Due to Anti-Money Laundering (AML) regulations, when you redeem your initial digital token, you will be asked to verify your identity to access your funds.
You must provide your full name, residential address, and date of birth.
If you are not instantly verified, you will be contacted to provide further details (i.e. your passport).
You must pass verification before your card is issued. Once you are verified, your card will arrive activated and ready to use.

What is the maximum amount I can load to my card?

The maximum value you can load to your card is £/€ 5000.
Your card balance cannot exceed £/€ 10,000.

How do I check my balance?

Call the number on the back of your card to check your balance. You can also check your balance, card details, shipment dates, PINs, spend history and more on the cardholder website.

What should I do if I don’t recognise a transaction on my card?

Call Cardholder Services right away. Your card will be suspended, and we’ll issue you a new card for the remaining balance.

What should I do if my card is lost or stolen?

Call Cardholder Services right away. Your card will be suspended, and we’ll send you a new card for the remaining balance minus a card reissue fee.
Check your cardholder agreement for the reissue fee.

How do I change the address registered to my card?

If you have moved home and would like to update the address of your card, log into the cardholder website, use the dropdown menu “Manage Details” and choose “Manage Personal Information”.

Where can I use my card?

You can use your card online, over the phone and in store where Mastercard is accepted. You can even add it to your favourite retailer, service, or fast-food mobile apps as a payment method.

Are there any restrictions on where I can use my card?

Your card cannot be used to pay at the pump. To purchase fuel, you must pay inside with the cashier.
Your card is not compatible with apps or services thatallow you to send funds digitally to multiple merchants or people (such as Venmo, PayPal and Zelle).
Your card cannot be used to set up a direct debit payment.

How do I use my card online?

You’ll need your 16-digit card number, expiration date, security code and the address your card is registered to.

Can I travel with my card?

You can use your card where Mastercard is accepted. The front of your card will show if usage is restricted to a certain country. E.g., Valid only in the UK.
If your card doesn’t show any restrictions, it will work when you travel to a different country. If the transaction needs to be converted to a different currency, a 2% conversion fee will apply.

Can I get cash from an ATM or Bank?

Your card can’t be used at an ATM or bank for cash unless the back of your card lists cash access fees.

Can I add money to my card?

Your card can’t be loaded with your own money.

I returned something I purchased with my card, when will the credit show?

Even after you’ve spent the card, keep it until you know you won’t be returning any purchases. Once the retailer processes the return, allow 7-10 days for the credit to show on your card balance.

What happens when my card expires?

Your card will expire within 5 years, so pay close attention to the expiration date. Your card can be used until the last day of the month it expires. You can't use the funds after expiration.
If you are eligible for an automatic replacement card, you will receive a new card in the post.
If you do not automatically receive a replacement card, call Cardholder Services.

What happens to my old Samsung One Rewards card ?

Your previous card will be usable and any credits on there will be valid until the card expires. You can continue to use both cards in parallel into the former expires.

Can’t find the answer to your question?

Check the product description for more useful information.
Visit the cardholder website to access additional FAQs.
Contact Cardholder Support if required.

Issuer Statements Mastercard is a registered trademark, and the circles design is a trademark of Mastercard International Incorporated. Cards provided to EEA residents are issued by Transact Payments Malta Limited and cards provided to UK residents are issued by Transact Payments Limited pursuant to licences by Mastercard International. Transact Payments Malta Limited is duly authorised and regulated by the Malta Financial Services Authority as a Financial Institution under the Financial Institution Act 1994. Registration number C 91879. Transact Payments Limited is authorised and regulated by the Gibraltar Financial Services Commission.

General Information

Office hours for responses

Our office hours are Monday to Friday 9am – 5.30pm (UK) excluding Bank Holidays and we aim to respond to all queries within 24 hours.
Where a query cannot be resolved the same day, our team will provide updates every 1 – 3 working days until your query has been resolved.

Additional delivery fees

Corrections to addresses – If you have placed your order and have noticed that your delivery address was entered incorrectly, please contact [email protected] as soon as possible with your order number and correct delivery address so that our team can raise this with the relevant supplier. If your order could not be cancelled before the address has been updated, there may be additional delivery fees incurred to reship your order to the correct address. Please contact [email protected] for more information.
Could not be delivered – If your order could not be delivered to your specified address and this has been returned to our supplier, you may be charged for a restocking and reshipment fee which will either be deducted from your points balance or invoiced to you directly for payment.
Customs fees – Where possible customs fees are directed back to our suppliers, however if there is an occasion where customs fees are required on delivery, please contact [email protected] as soon as possible and a member of our team will be able to advise you further.