While we'd love for everything to go smoothly in bringing you your Cha-Ching, sometimes there can be hiccups. Here are some of the most common reasons why you may be experiencing issues with receiving your cash back on qualifying purchases:
The Card
- You must make your purchase with an eligible card that is linked to your Dosh wallet. We recommend that you connect all of your cards to the app so you can take full advantage of any available Dosh offers. That way you can use your cards interchangeably without having to remember a specific one to use! Check the offer details to ensure the type of card you're using will earn cash back with the offer!
- You're using your debit card in-store and the transaction was processed as debit. To ensure cash back when making in person transactions with a debit card, you must swipe it like a credit card (do not use your PIN #) to receive your cash back. Otherwise, the transaction will go directly to your bank and will not register in our system. We track your cash back through your credit card transactions only, not your bank transactions!
- You linked your card and immediately tried to use it for an offer. Once you link your card, it usually takes about 24 hours to register with our credit card partners before you start receiving cash back automatically.
- Sometimes, an in-store merchant's credit card processing device may read the chip on the card and force a debit card transaction, which we unfortunately have no control over. The best way to know is to look at the top or bottom of the receipt where it should either state credit or debit. If it states credit on the receipt, then please allow up to 7 days for the cash back to appear. If it states debit, never fear- we will honor cash back for all qualifying debit transactions. Just make sure to submit a ticket to our Dosh Support Team along with your receipt.
- If you use your PayPal account or other virtual wallet to make a purchase, the purchase will not register within our system. Please make sure to pay directly with an eligible card that is linked to your Dosh account.
The Transaction
- Your credit card processor did not clear the transaction, which invalidated any cash back, resulting in a "failed" status. As a result, any cash back was invalidated OR there was a change with your order total. If your order was returned, cancelled, or if the amount changed, the cash back will show up as invalidated or "failed" in our system.
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A merchant or business may have switched to a different credit card processor, and not notified us of this change. Once we’re aware of this issue, we can work with the credit card companies to link the new processor to the business address and the offer!
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The qualifying transaction hasn’t been processed yet on our end. Although your transaction may have already cleared with your bank or credit card, the updates we receive are an entirely separate process. Once our system has received the necessary update from your credit card processor, you will receive your cash back. When this happens, you will no longer see "pending" in green underneath your cash back amount, and the funds will become available to transfer. It may take up to 7 days for a qualifying transaction to appear in your Dosh account. Cash back may sometimes stay in a pending status for up to 30 days, depending on the participating merchant.
The Offer
- You purchased an item that was excluded from the offer, have already received the maximum cash back allowed by the participating merchant offer, or paid with a card that is excluded from the offer. Make sure to review the "Offer Details" section of the offer. You'll see any limits, exclusions, or daily caps that the merchant may have as part of their offer. This will help you to ensure your cash back!
- The offer was removed or changed and therefore not valid at the time of purchase. Please make sure to check the app for any qualifying offers on the day of purchase to ensure your cash back. Please note that offers may remain in your app until the offer expires - this does not negate the offer terms found in the "Offer Details" section.
As mentioned above, transactions may require up to 7 days for any cash back to be deposited into your Dosh wallet. Please allow for this timeframe to pass to ensure you receive your earnings. If it's exceeded 7 days, and you have not yet received your cash back, please submit a ticket to our Dosh Support Team. You will need to complete all fields in the ticket and attach your receipt or bank statement. We can then do some investigation and work on crediting your account manually if needed. We will always try our best to get you your cash back!
Missing cash back? Submit a ticket to our Dosh Support Team here!