A purchase can take up to 72 hours to show as pending. If your Wards still aren't visible 96 hours after the purchase, send a claim from the app: you can do so up to 6 months after the purchase.
Check first
Open Convert › History › Pending. If the purchase is there, it has been recorded: the Wards will be validated once the brand confirms the purchase.
How to send a claim
- Open the Top Deals page, then the tab of the brand concerned.
- Tap the "I can't find my Wards" button.
- Fill in the form and attach your purchase invoice, which must show the order number, the amount excluding tax and the purchase date.
Good to know
- Your claim is forwarded to the brand, which can take up to 90 days to process it.
- Track its progress in Convert › History › Claims.
- An incomplete invoice means the claim is refused. A refused claim can be edited from the app, up to 2 times.
Still having trouble?
See also: Why are my Wards still pending? You can also contact us from the app.