If your cash back through ID.me Shop is missing or delayed, there are several common reasons this might happen — including retailer policies, technical issues, or order changes. This article explains what to check and how to fix it, so you can make sure your cash back gets credited.

To learn more about ID.me cash back, visit How the ID.me Cash Back program works.

Why your ID.me cash back isn’t showing

If your recent purchase isn’t showing in your account, it could be due to one of the following:

Purchase was canceled, returned, or changed

Changes made directly with the retailer (e.g., cancellations, returns, or modifications) typically cancel the original transaction and void any cash back.

Used a coupon not from ID.me

Using coupon codes or promotions not advertised in ID.me Shop may prevent cash back from being applied.

Used or bought a gift card

Some retailers exclude cash back on purchases made with gift cards or on the purchase of gift cards themselves. Check the retailer’s restrictions for details.

Item or brand didn’t qualify

Certain items or brands may not qualify for cash back. Refer to the retailer's page in ID.me Shop to view any exclusions.

Retailer says purchase wasn’t completed

Retailers typically report completed purchases within 24-72 hours. For travel purchases, such as airfare or hotel stays, cash back may not appear until the trip is completed.

Contact the retailer to confirm that your purchase was fully processed. If confirmed, reach out to ID.me Support.

You visited another site before checkout

Visiting other sites (especially those with discount codes or cash back offers) during checkout may credit the purchase to another site, voiding ID.me cash back eligibility. This includes using browser extensions for other cash back programs.

Fix cash back tracking or browser issues

Certain settings or software can prevent cash back from being credited:

• Cookie or Firewall Settings Blocked Tracking: Ensure your browser is configured to accept cookies. Adjust settings to allow cookies from ID.me and its retailers if you use software that blocks them.
• Browser Version May Be Outdated: Use the latest version of your internet browser.
• Private Browsing Prevented Tracking: Avoid using private or incognito modes, as these can interfere with cash back tracking.
• Spyware or Adware Interrupted Cash Back: Spyware or adware can disrupt the shopping experience. Consider using an adware/spyware detection and removal tool to protect your system.

For more information, please review our Cash Back Terms.

Still need help? Here’s who to contact

If the steps above didn’t work, here’s who to contact for further assistance:

• Retailer Support: For issues related to the purchase itself (e.g., processing status or item exclusions), contact the retailer directly.
• ID.me Support: For questions about your cash back balance or wallet issues, contact ID.me Support.