FREQUENTLY ASKED QUESTIONS
Here are a few things we thought you’d like to know. If you still can’t find what you’re looking for, feel free to contact us.
How do I know if I’m eligible for an Reward Card?
Once you’ve taken out a new contract with Plusnet, we’ll send you an email after your first contract payment with instructions on how to claim your Reward Card. This offer is only available to customers taking out a Plusnet mobile contract during a promotional period.
How do I claim my Reward Card?
You will be sent an email within 5 working days of your your claim date explaining how to claim your card. You will be directed to our dedicated website to enter your Email Address and Unique Reference Number, which will be in the email, to complete the claim process. You must claim within 90 days of your purchase date.
If I don’t receive my claim email who do I contact?
If you haven’t received your claim email within 5 days of your first contract payment date, please contact our customer service team on 0344 381 5059† or email email@example.com.
What happens after I claim?
Once you have claimed for your card, you should receive it through the post within 31 days. You will need to activate your card within 3 months of the issue date.
When will I receive my Reward Card?
Provided you have claimed online, you should receive your Reward Card in the post within 31 days.
Can my Reward Card be sent to a different address?
No, your card can only be sent to the address that your mobile contract is registered to. The card will also be in the same name as the registered account holder for your Plusnet mobile contract.
Can I use my Reward Card straight away?
Once your card arrives, you will need to activate it online. You will be sent an activation instruction email to the email address you registered with Plusnet. Your card PIN will be provided to you at the end of the activation process.
How do I activate my card?
To activate your card, you simply need to complete your account registration, which will only take a couple of minutes and consists of three simple steps.
1. Enter your details
2. Activate your card
3. Set up your online account
You will need to have your card handy and acess to your mobile phone or email to complete the process. Just return to the homepage and select 'Activate now' option to begin.
If you are still having issues, please contact Cardholder Services on 0344 879 1069* or email firstname.lastname@example.org.
I don't have an activation code?
That's ok! We'll send you the activation code during the registration process where you will be able to recieve it by SMS or email (depending on what details we hold for you). If you have any issues receiving your code, then please get in touch so we can help you resolve!
How long do I have to activate my card?
You will need to make sure the card is activated within 3 months of the issue date. If it is not activated within this time, you will no longer have access to the funds. You can start using the card once you have activated and retrieved your PIN. For full Cardholder Terms and Conditions, please click here.
If I don’t receive my Reward Card or my card doesn’t work who do I contact?
If you have claimed online and your card hasn’t arrived within 31 days of your claim — or your card doesn’t work — please contact Cardholder Services on 0344 879 1069† or email email@example.com.
How long do I have to spend the funds on my Reward Card?
Once the card has been activated funds are available to spend up to the expiry date stated on the front of the card (12 months from issuance).
What happens if I don't spend the funds before my card expires?
The funds are available up to the expiry date stated on the front of the card. Once the card expires, any remaining funds on the card will no longer be available and will revert to Plusnet.
How long is my Reward Card valid for?
The card is valid until the expiry date shown on the front of the card (12 months from issuance).
Where can I spend the money on my Reward Card?
You can spend the money online and in most high street stores. It can't be used for the following:
- Cash withdrawal at a cash machine
- Cash back at the till
- Any Customer Activated Terminals (such as but not limited to pay@pump, toll roads, car parks or train ticket terminals)
- For subscriptions or automated periodic payments
- Foreign exchange bureaus
- To gamble
†Calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs.