I did not receive points
Confirm the sale was finalized, your membership was identified before completion, and the items and tenders were eligible. Keep the store, date, invoice reference and total for support.
Help
FreshRewards support
Use the attended support details supplied with your closed-pilot invitation. The public support address will be enabled only after its mailbox, TLS, SPF, DKIM, DMARC, deliverability and rate limits pass verification.
Common questions
Start with the account and sale facts.
My claim expired
A Claim lasts 15 minutes. If it was not captured, the reservation releases automatically and the points become available again. Create a new Claim when you are ready at checkout.
A branch cannot redeem
Redemption is available only at centrally enabled branches with an online connection and required reward mapping. Do not ask a cashier to bypass a failed validation.
I changed my phone
Sign in using your verified email. Your mobile number is contact and earning lookup data; it does not control recovery. Revoke old device sessions from your profile.
I returned a purchase
Points linked to returned eligible value are reversed. This can make a balance negative if some points were already used; future earns recover the balance.
I want to delete my account
Use account deletion in the app. It revokes sessions and consent, releases live claims and forfeits points. Some pseudonymised ledger and audit records must remain.