Frequently asked questions
Answers to common questions about applying for promotional rewards through the Reward Claim Portal.
About the Reward Claim Portal
What is the Reward Claim Portal?
The Reward Claim Portal is the official website used to apply for a promotional reward.
Who runs the Reward Claim Portal?
The portal is operated by DEKRA. DEKRA manages the application and reward process on behalf of the promotion organizer.
Is this a legitimate website?
Yes. The Reward Claim Portal is an official system for managing promotional reward claims.
Why am I applying through the Reward Claim Portal?
The promotion organizer uses DEKRA and the Reward Claim Portal to manage applications, check eligibility and arrange rewards.
Registration
How many times can I apply?
One eligible device = one application = one reward claim.
What if I buy more than one eligible device?
You can apply once for each eligible device.
Each device must meet the requirements of the promotion.
Can I submit the same application twice?
No. Each eligible device can only be used for one application.
Can I use the same receipt more than once?
No. One purchase can only be used for one eligible claim.
Can I use the same device number IMEI1 or SN more than once?
No. Each eligible device identification number can only be used once.
What information does the system check?
The system may check your email address, device identification number and proof of purchase.
What happens if my application is rejected?
You will receive an email explaining why your application was rejected.
Depending on the reason for rejection, you may be able to submit a new application after correcting the issue.
When can I apply?
You can apply during the promotion period.
The dates are shown on the promotion page and in the Terms and Conditions.
Can I apply after the deadline?
No. Applications submitted after the deadline cannot be accepted.
What You Need to Apply
What information do I need to provide?
Depending on the promotion, you may need to provide:
- your first and last name;
- your email address;
- your delivery address;
- information about where you bought the device;
- the purchase date;
- a photo of your receipt; and
- a photo of the device box showing the IMEI or serial number.
The exact requirements are shown in the application form.
What documents or photos do I need to upload?
You may need to upload:
- a clear photo of your receipt; and
- a clear photo of the device box showing the IMEI1 or SN.
The application form will show you exactly what is required.
What if my photo is unclear or incomplete?
You may be asked to provide a clearer photo or more information.
Customer Support will contact you by email.
Can DEKRA ask for additional information?
Yes. Additional information or documents may be needed to check your application.
What if I enter the wrong email address?
If possible, contact Customer Support as soon as possible.
If you do not receive a confirmation email, check your spam or junk folder first.
After You Apply
Will I receive a confirmation email?
Yes. After you submit your application, you will receive a confirmation email.
What if I do not receive the confirmation email?
Check your spam or junk folder.
If you still cannot find it, contact Customer Support.
How long does the review take?
The review usually takes up to 20 days.
Will I know if my application is approved?
Yes. You will receive an email.
Will I know if my application is rejected?
Yes. You will receive an email explaining the reason.
How can I check the status of my application?
You will receive an email whenever the status of your application changes.
What updates will I receive?
You may receive updates such as:
- application received;
- application approved;
- application rejected;
- reward being prepared;
- reward sent; and
- reward delivered.
What if I do not receive any updates?
Contact Customer Support using the email address provided for the promotion.
Changing or Cancelling Your Application
Can I change my information?
Yes. Contact Customer Support by email.
Can I change my delivery address?
Yes. Contact Customer Support as soon as possible.
The address may not be changed if the reward has already been sent.
Can I use a different delivery address?
Yes. Contact Customer Support if you need to change the address provided in your application.
Can I cancel my application?
Yes. Contact Customer Support as soon as possible.
Your Reward
What reward will I receive?
The reward is shown in the promotion information.
Can I choose my reward?
Only if the promotion offers more than one reward.
If there is a choice, the available options will be clearly shown.
Is the reward free?
Yes. Applying for and receiving the reward is free.
Will I ever be asked to pay for my reward?
No. You will not be asked to pay a fee to receive your reward.
Where will my reward be sent?
Your reward will be sent to the delivery address you provide.
How will my reward be delivered?
The reward will be delivered using the local delivery service for the relevant promotion.
Will I receive tracking information?
Where tracking is available, you may receive delivery or tracking information by email.
What happens after my reward is sent?
You may receive an email confirming that your reward has been dispatched.
Where available, the email may also include delivery or tracking information.
What if my reward does not arrive?
Contact Customer Support.
What if I entered the wrong delivery address?
Contact Customer Support as soon as possible.
If the reward has already been sent, the address may no longer be changed.
What happens if my reward is returned?
Customer Support may contact you about the next steps and, where possible, another delivery.
What if I receive the wrong reward?
Contact Customer Support and provide the details of the problem.
What if my reward arrives damaged?
Contact Customer Support and provide the details of the problem.
Can I exchange my reward for cash?
No.
Can I exchange my reward for another product?
No, unless the promotion specifically says otherwise.
Your Personal Data
What personal data do you collect?
Depending on the promotion, we may collect:
- your name;
- your email address;
- your delivery address;
- purchase information;
- your receipt;
- device information, such as an IMEI1 or SN; and
- other information needed to check your application and send your reward.
Why do you need my information?
Your information is used to:
- check your application;
- confirm that you are eligible;
- prevent duplicate or fraudulent applications;
- contact you;
- send your reward; and
- provide support if there is a problem.
Who can access my data?
Your data is only shared with the people and service providers who need it to manage the promotion, process your application or deliver your reward.
Is my data used for marketing?
No, unless this is clearly stated separately and you agree where required.
Do you sell my data?
No.
Do you track what I do online?
No. The Reward Claim Portal does not track your browsing behaviour for advertising or marketing purposes.
Do you use analytics cookies?
No. We do not use cookies for advertising, marketing, behavioural tracking or analytics.
Do you use any technical technologies?
The portal may use technical functions that are necessary for its secure and proper operation.
These are not used for advertising, marketing or tracking your browsing behaviour.
How long do you keep my data?
Normally, your personal data is deleted six months after the promotion ends.
Can my data be kept longer?
Only in limited cases, for example if this is required by law, needed for a legal dispute or necessary to investigate suspected fraud.
Can I ask for my data to be deleted?
Yes. You can request the deletion of your personal data, subject to any legal requirements to keep certain information.
Need Help?
Who should I contact if I need help?
Contact Customer Support using the email address provided on the promotion page.
What information should I include when contacting Customer Support?
Please include enough information to help us find your application, such as your name, email address and details about your claim.
Legal Information
Where can I find the Terms and Conditions?
The Terms and Conditions are available on the promotion page.
Where can I find the Privacy Policy?
The Privacy Policy is available on the Reward Claim Portal.
Where can I find information about DEKRA?
The Legal Notice / Imprint is available on the Reward Claim Portal.