This guide is for situations where you’ve made a purchase using Joko but don’t see your cash back. If your cash back is visible but still pending, check out this article.
Your Cash Back May Take Up to 72 Hours to Appear
Sometimes, there’s a delay because our partner merchants need time to transmit your transaction to us. In many cases, a little patience is all it takes, and the issue resolves itself.
Check If You’ve Met the Offer Conditions
Review the specific conditions for the offer in its description and ensure the following:
For Online offers,
You made your purchase through Joko (via the Shop button, browser extension, or a link received by email).
You accepted cookies when you arrived on the merchant’s website.
Only promo codes provided by Joko are guaranteed to work alongside cash back.
You didn’t visit other websites during your order, especially promo code or cash back sites, or use competing cash back extensions.
You didn’t click on the merchant’s newsletter a few hours before your purchase.
Some online offers are only valid for certain types of products and not for others. Therefore, make sure to carefully check the offer description. The list of conditions above is not exhaustive—always refer directly to the offer description for full details.
For In-store offers,
You must have linked your bank to Joko before making your purchase and use the payment method associated with that bank.
You must have activated the offer (by clicking the "Activate" button) before making your purchase.
You must meet the offer conditions (e.g., minimum purchase amount or being a new customer with the merchant).
If all conditions are met, please allow 7 days for processing.
What to Do if 72 Hours Have Passed
If you’ve followed all the conditions and your cash back still hasn’t appeared after 72 hours, please contact us. Include the confirmation email for your order, which should have the following details:
For Online offers,
The order number.
The exact date of purchase.
A breakdown of the products or services purchased.
Payment details, including the total amount, any fees, and promotional codes used.
The email address associated with the merchant’s website.
For In-store offers, we will need the transaction details as they appear on your bank statement:
The bank transaction label
The exact purchase amount
The exact purchase date
The name of the bank used to purchase
⚠️ Important: If the provided information is incomplete, we won’t be able to process your request.