Purchases made through ID.me Shop should appear in your account within 72 hours. If your cash back is missing, this article outlines common reasons and solutions.
Common cash back issues
If your recent purchase isn’t showing in your account, it could be due to one of the following:
Canceled, returned, or modified orders
Changes made directly with the retailer (e.g., cancellations, returns, or modifications) typically cancel the original transaction and void any cash back.
Outside coupons or promotions
Using coupon codes or promotions not advertised in ID.me Shop may prevent cash back from being applied.
Gift card usage or purchase
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.
Excluded items
Certain items or brands may not qualify for cash back. Refer to the retailer's page in ID.me Shop to view any exclusions.
The retailer said the purchase wasn’t complete
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.
I visited another website 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.
Technical troubleshooting for cash back
Certain settings or software can prevent cash back from being credited:
- Security Software and Firewalls: 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.
- Outdated Browser: Use the latest version of your internet browser.
- Private or Incognito Browsing: Avoid using private or incognito modes, as these can interfere with cash back tracking.
- Spyware or Adware: 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.
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 account issues, contact ID.me Support.