Help Centre - True Rewards - Digital Gift Cards and Rewards

Web-to-Wallet Digital Visa Cards

Can I use my Digital Visa Card without Apple or Google Pay?

Yes! Our digital Visa cards can be used for online purchases using the digital Visa card details which can be found on the True Rewards Card Portal.

Can I add my Digital Visa card to multiple devices across Apple or Google?

Yes!

Is there a maximum number of Digital Visa cards I can add to my Apple or Google Wallet?

Yes. A maximum of 8 – 10 cards can be added to a mobile wallet (limits can vary across devices).

Do Web-to-Wallet enabled Digital Visa cards require downloading the True Rewards mobile app?

No. All True Rewards Web-to-Wallet digital Visa cards are redeemed via the True Rewards Card Portal.

How do I access multiple Digital Visa Cards?

If you have more than one Digital Visa Gift Card issued by True Rewards, you can toggle between the cards on our web portal. To check your balance, click the link from your original email or visit truerewards.cards and verify your OTP. Click on the folder icon on the top left corner and you will be able to view and select your other Digital Visa Gift Cards.

How to use the Digital Visa Gift Card online

You can use your card number or follow the prompts if the website offers Apple Pay or Google Pay. To retrieve your card details, click the link from your original email or visit app.cards.truerewards.com.au and verify your OTP. Click ‘Load card details’ and copy the Card Number, BSB and CVV to the website payment.

How to check Digital Visa Gift Card balance

Open the Digital Visa Gift Card email and click on the link. Verify your OTP and your current card balance will be displayed. Alternatively, visit app.cards.truerewards.com.au and follow the same process.

How to activate Digital Visa Gift Card

1. Click on the link sent to you via email.

2. Verify that you are the card holder by providing a one-time-password (OTP) to access the card. You can verify OTP by email or mobile number.

3. Add your card to Apple or Google Wallet. Alternatively, you can manually copy the card details into your wallet app.

4. Follow the prompts to add card to wallet and you’re ready for spend!

What happens if my eGift card expires?

Please check the Terms and Conditions of your eGift card. Expiry dates are specific to each Retailer.
All expiry dates and other information about the eGift card can be found when accessing your eGift card details via your digital wallet or viewing your gift online.

Can I send a fully branded eGift Card?

Build your brand with a custom experience. With the True Rewards Business Accounts, you can create fully custom gifting experiences for your recipients. These customisations include:

Fully branded Visa card:
-Custom image on your Digital eGift Card
Fully branded email:
-Add your company name
-Add your company logo
-Banner image
-Add your company in the subject line
-Add a personalised gift message
-Customise the email title

Easily distribute branded gifts using our API, Widget and Bulk sending features to deliver 1-1,000+ branded eGifts to your recipients.

Just like the Choice eGift Card, your recipients can swap the fully branded gift for any approved retailers on our platform.

With a branded eGift card, you can control which of our retailers your recipients can exchange the card for.

Apple and Google Wallet

I’m unable to add my card to my Apple wallet.

Make sure you’ve updated to the latest version of Apple software/operating system on your phone, then:

Agree to all Apple terms and conditions (i.e. iCloud, Apple ID)
Shut down and restart your phone
Try to add your card again

If you are still experiencing issues, here are some other tips:

Try on both WiFi and cellular 4G/5G network connections
You’re not connected to VPN
Time zone settings set to automatic
Apple ID – Check payment & delivery details are valid, in your name and correct postcode
General > Settings > Device name – no emoji’s or symbols in the device name

Alternatively, you can add the card details manually to your wallet from the True Rewards Card Portal.

Still having issues?

Contact our team for further assistance via help@truerewards.com.au

I’m unable to add my card to the Google Wallet.

To add your Digital Visa card, ensure your Google wallet is set to Default Payment and your notifications are turned on for Google Wallet.

Open Google Pay/Google Wallet app.
Click Customer Account in top righthand corner
Click Payment Setup and ensure there are FIVE items ticked.
*There must be 5 ticks for the card to work*
Ensure notifications are turned ON

Alternatively, you can add the card details manually to your wallet from the True Rewards Card Portal.

Still having issues?

Contact our team for further assistance via help@truerewards.com.au

Where can I find out more information about Apple Pay?

To find out more information on how to make secure payments and set up Apple Pay with your Card, please visit apple.com/au/apple-pay/.

Where can I use Google Pay?

Google Pay is accepted at select supermarkets, pharmacies, restaurants, clothing stores, gas stations, beauty shops, and other retailers that accept mobile payments.

For assistance with Google Pay please click here.

Where can I use Apple Pay?

You can use Apple Pay in-store, online or in-app anywhere you see the Apple Pay or contactless symbol, in-store, online, or in your favourite apps. It’s easy with Apple Pay.

For assistance with Apple Pay please click here.

Which devices are compatible with Google Pay?

Google Pay works for in-store purchases on any NFC-F-enabled Android device running Lollipop 5.0 or higher.

To find out if your device is compatible with Google Pay, please click here.

What Apple devices are compatible with Apple Pay?

Apple Pay is available on iPhone, iPad, Apple Watch, Mac with Touch ID, Mac with an Apple Pay enabled iPhone or Apple Watch and the latest OS. For a list of compatible Apple Pay devices, please click here.

Which cards are eligible for the Mobile Wallet (Apple Pay & Google Pay)?

The True Rewards Digital Visa Card can be used for tap and go and is accessible via the True Rewards Card Portal. It needs to be added to the Apple and Google Wallet before use.

All cards that have barcodes, such as Retail eGifts, can also be added to your mobile wallet app.

Reloadable Visa Cards

What are Visa Reloadable Prepaid cards used for?

A Visa Reloadable Prepaid Card is a general purpose prepaid card that can be used online and in-person, including contactless payments, wherever Visa is accepted.

Visa Reloadable Prepaid cards can then be topped up with additional funds over time.

How do I activate a reloadable card?

To activate your reload card, refer first to the email and mobile number you have received from the sender. Click on the link or URL, and you’ll be taken to a webpage where you follow the prompts:

In some cases, you will need to submit a safe and secure online identity check, to verify you are the intended cardholder. You’ll need a valid ID (Driver’s Licence, Medicare or Passport), and you’ll be given an instant response.
Tap either the Apple or Google add to wallet icons, which will start the process of your card being added to your phone’s mobile wallet.
Once it’s successfully in your wallet, your card is activated and ready to use!

What is Know Your Customer (KYC)?

Some reloadable prepaid cards require identity verification (Know Your Customer or KYC) before they can be activated and used. As the card issuer, we’re obligated to ensure each cardholder completes a quick identity check.

This process confirms the card is in the right hands and securely logs the verification against the card for compliance and security purposes.

Fast – Takes just 2 minutes
Simple – Done entirely online via your smartphone during activation
Secure – Your information is protected and only used for verification

Have questions? Our support team is here to help guide you through the process.

Can I top up my account/card?

Reloadable prepaid cards are topped up in True Rewards by the original sender, most often a business.

Will I receive statements showing charges on my card?

You won’t receive a statement like you would with a personal bank account, as your True Rewards card isn’t linked to one.

To view your card balance and transaction history, simply return to the card portal using the link in your original email or SMS. Alternatively, you can visit truerewards.cards and log in using your card details.

How do I give my employees or customers a Digital Visa Reloadable card?

To set up your reloadable card program, simply book a demo here. Our team will walk you through the platform, pricing, and everything you need to launch a tailored rewards or incentive solution for your business.

Can I check my cardholders’ transactions or generate a report?

True Rewards provides standard reporting tools within the platform, giving you visibility over card status and general activity on your reloadable cards.

Want to explore more advanced reporting features? Ask us about our reporting capabilities during your product demo – we’ll show you how to get the insights that matter most to your business.

How do I top up my cardholders’ account?

All reloadable cards are prepaid. To top up a card, simply request a float for additional funds into your True Rewards account. Once your float is funded, you can select the specific card(s) you’d like to reload and nominate the top-up amount.

Once the top-up is complete, the cardholder will receive an email and SMS notification confirming their new balance and successful reload, making it easy to keep everyone informed in real time.

Are there any limits to a Reloadable card?

The maximum value that a reloadable card can hold at any one time is $4,999.

Can I create a custom Visa Reloadable Prepaid card?

Yes. In the same way single-load gift cards can be customised, you can create your own branded Visa reloadable cards AND customise the entire customer journey.

Can I opt for a physical reloadable Visa card?

Yes, physical reloadable cards are available. You can also run a program with part digital and part physical reload cards in circulation.

How does the Visa Reloadable Prepaid card work?

Available as either digital or physical cards, the digital Visa Reloadable cards are built with the same market-leading Web-to-Wallet experience as the single-load gift cards.

The main difference is that companies will be able to top up reloadable cards with additional funds in True Rewards.

Retail eGift Cards

My Retail eGift PIN is not working

If your PIN isn’t working, don’t worry — we can help get it sorted quickly.

Please double-check that:

You’ve entered the correct card number and PIN (watch for spaces or extra digits).
Your card hasn’t already been redeemed.
You’re using the card at a supported merchant or online checkout that accepts the card type (e.g. Visa, EFTPOS, or retailer-specific).

If you’ve checked the above and it’s still not working, please contact the True Rewards Support Team so we can assist you:
📧 help@truerewards.com.au
📞 1300 878 739 (Mon–Fri, 9am–5pm AEST)

Be sure to include your gift card number and a brief description of the issue so we can help you faster.

What happens if my eGift card expires?

Can I top up the value of my eGift card?

No, eGift Card values are set and cannot be topped up. Once you’ve spent the value of your eGift Card you can archive it, so it is no longer displayed in your wallet.

How do I select retail brands for the Choice branded eGift Card?

Log into your account and select the Choice Gift Card product. Next, select the drop-down ‘Filter Exchangeable eGifts’. The default will have all retailers selected. Browse all the options and, if you wish, remove the tick beside the retailers you do not want as an option.

How to use the ‘Choice’ eGift Card

Receiving a Choice eGift Card
To swap your Choice eGift Card for a retailer gift card, simply follow the below steps.

Swap from your True Rewards digital Wallet

Go to your Wallet
Find and click the Choice eGift Card
Click ‘Swap Now’ button
Select and click the retailer gift cards that you wish to swap
Once selected, click ‘Confirm’

Swap without a True Rewards digital Wallet

Locate your gift email and click open gift
Click Swap Now
Select and click the retailer gift card that you wish to swap
Once selected, click Swap

Once the swap is completed, your Choice eGift Card will transform into the retailer eGift Cards you’ve selected. You can then store those in your Wallet for safe keeping or print them off to take in store.

Important Note :
Please choose carefully when swapping your ‘Choice’ eGift Card for a retailer eGift card, once the swap has been completed, it cannot be undone.

How to redeem your Retail or Choice eGift Card

When you have received your gift via email, follow the below steps to view and store the eGift Card safely in your digital wallet or mobile device.

Locate the gift email and click ‘Redeem Gift’
The gift page will load, and you will get access to your gift

If you have received a ‘Choice’ eGift Card, you can swap it for a retailer eGift Card of your choice by clicking ‘Swap Now’.

You do not need to decide the retailer that you wish to swap the ‘Choice’ eGift card for immediately, but keep in mind there is an expiry date for the ‘Choice’ eGift Cards.

If you have received a retailer gift card such as Myer, Coles, The Good Guys, Rebel, you may do any of the following to view your eGift Card at any time:

View and Print – you can view the eGift Cards, and you can easily print from this screen
Download PDF – a copy of the eGift Card can be saved directly to your device in PDF format

Important note: eGift Cards should be treated like cash.

What is the ‘Choice’ eGift Card (Multi-choice)?

The ‘Choice’ eGift Card (or the Co-branded Choice eGift Card) allows the recipient to swap their eGift for up to 4 retailer eGift cards of their choice.

The recipient can choose from 1 to 4 cards up to the total face value of the eGift Card. For example, a recipient of a $200 Choice Card might exchange it for 4x $50 gift cards or 2x $50 and 1x $100 gift cards.

Contact True Rewards

Book a Demo of the True Rewards platform

See for yourself how quickly and easily True Rewards can supercharge your rewards and incentives.

Click here to book a demo.

Other Enquiries

For all other enquires please contact us at help@truerewards.com.au or call 1800 850 739 Monday to Friday, 9AM – 5PM AEST

What if I have a question that does not appear in the Help Centre?

EMAIL:
Visit our contact page to get in touch with one of our friendly customer service representatives or email help@truerewards.com.au

LIVE CHAT:
Available Mon – Fri 9am – 5pm AEST

Using the True Rewards Platform

Viewing Order History

For our walkthrough video on this topic please click here.

To view your order history, follow the below instruction:

Log in to your True Rewards business account
Under the drop-down menu (top right), select ‘Order History’

How do I reset my password?

To reset your password simply do the following:

Go to the True Rewards website
Press the ‘Log In’ button in the top right
Click on the ‘Forgot your password’ underneath the login button
Enter the email address for your account and press ‘Reset my password’
Locate the reset password email in your email inbox and press ‘Reset Password’
Enter your new password and press ‘Reset’

Or if you are already logged into your account:

Select ‘Reset Password’ under the drop-down menu
Enter your new password (and re-confirm your password)
Click on the ‘Update’ button to confirm

How to schedule a delivery date for your eGift

You can easily schedule a delivery date of an eGift Card for a specific date and time.

The eGift Card will be sent to the recipient as scheduled, and you will be notified once they open their gift.

To schedule a gift delivery on a browser:

Go to www.truerewards.com.au
Select eGift Card, amount, and then click ‘Send to a friend’
Sign in (or sign up) for an account
Enter the recipient’s details and add your personal message
Select ‘on a specific date’ for delivery

Where are my eGift Cards stored?

When you purchase an eGift for yourself, it will be automatically added to your secure Digital Wallet.

Your True Rewards Wallet can be accessed by the Wallet link on the top right of the screen in the drop-down menu.

Will I receive a tax invoice?

Yes. True Rewards will send you a tax invoice automatically to the email on your account once you’ve processed your order.

How do I delete a linked credit card from my Account?

Select ‘My Account’ under the top-right drop-down and click on ‘Payment Details’. You can remove your linked Card from this page.

Note: You will need to link a card to make future purchases.

The expiry date on my credit card has changed. How do I update it?

Please add your new Card via Payment Details if you use a True Rewards Business account and My Account if using a True Rewards Personal account.

How do I confirm my card?

Check your online bank account for a $1 (pending) transaction
Enter the 4-digit code contained within the transaction and click ‘confirm’.

*Please note: The $1 pre-authorisation will be automatically released back to your Card in 7-10 days.

Is my information kept securely?

True Rewards platform was built on the highest level of security, and it stores your personal information securely on a tightly monitored server. True Rewards does not store your financial or payment information.

What type of payments does True Rewards accept for Personal purchases?

For all personal purchases, True Rewards accepts Visa and Mastercard credit cards.

My friend doesn’t have a phone or app – Can I still send them an eGift?

Definitely. Your friend can still receive eGift cards (Retail, Choice and Digital Visa) via email. Each retail eGift is sent via email with mobile as an optional alternative delivery method.

How do True Rewards deliver eGift/Digital Gift Cards?

eGift cards are emailed to the recipient’s email address. An SMS delivery option is also available.

An email will be delivered free of charge, and if selected SMS will be charged at a rate of $0.10 per SMS.

How do I download an invoice?

The True Rewards platform generates automatic invoices regardless of payment method. Invoices can be downloaded from within the ‘Orders’ page on the dashboard under your account.

How do I buy and download eGift(s)?

Once you have logged into your account and selected the eGift Card product, select the ‘Download eGifts’ option, follow the prompts then download the URLs.

How do I upload Custom Gift Card amounts?

With our Digital Visa Gift Cards and Choice eGift Cards, you can upload multiple recipients and nominate different amounts for each recipient. Select the ‘Upload and Preview’ option. This will allow you to either paste or upload a CSV/TEXT file of the list of recipients and the different card amounts.

How do I upload multiple recipients?

Once you have logged into your account and selected the eGift Card product, select the ‘Upload and Preview’ option. This will allow you to either paste or upload a CSV/TEXT file of the list of recipients.

How to use the Digital Visa Gift Card in-store

For in-store use, once you have activated your card and added it to your Mobile Wallet. You need to use your Mobile Wallet to Tap and Pay with your card.

How to use the Digital Visa Gift Card online

For online use, you can use your card number. To retrieve your card number, please open the True Rewards app. You will see an incomplete card number, to retrieve the six missing numbers click on get card details.

How to activate the Digital Visa Gift Card

We have two options to activate Digital Visa Gift Card.

Option 1:

Click on the link sent to you via SMS
Download the True Rewards app in the Apple or Google Store. The True Rewards app will automatically add your Activation Code
Once activated, you can add the card to your Wallet and start spending

Option 2:

Download the True Rewards app in the Apple or Google Store
Open the app and enter your mobile number and activation code
Once activated, you can add the card to your Wallet and start spending

What are Widget/API Orders?

Our end-to-end technology enables you to send digital gift cards on-demand and in real-time. True Rewards offers a plug-and-play, integrated API solution that automates your rewards and incentives program at scale. Supercharge your staff, say thank you to your customers, and deliver the ultimate rewards that are personalised for the recipients, all within a fully branded experience.

The True Rewards API/widget is ideal for HR teams with incentive and rewards programs, or sales, marketing, and experience managers looking to improve customer loyalty.

To view the Widgets and APIs available please ensure that you are logged into your Business Account and click here.

How to use the Rewards Tracker

For our walkthrough video on this topic please click here.

The ‘Rewards Tracker’ lets you track all the eGift Cards you have sent through the True Rewards platform. This includes single recipients, multiple bulk sending, any eGifts sent via Widgets or via API’s.

Once you log in, click on ‘Rewards Tracker’ this will take you to the page that displays all the eGift cards you have sent via email and SMS.

Filtering by ‘Status’ allows you to check which cards have been Sent, Delivered, Opened, or Failed.

Payment Methods for Business Accounts

A Business Account can check out via 2 different payment methods.

Purchases are made via a float – a set allocation of funds that your transactions use to complete purchases. Simply go to ‘Payment Details’ in the main menu and request the amount required. Float balances can be paid by Direct Debit or Credit Card. Purchases of the Choice eCard or other retail brands can be made by credit card.

Credit Card
Business users can choose to use a corporate credit card to pay for their order(s). eGift cards are instantly delivered on the authorisation of the Card. If you prefer to use different cards for each order, the platform can accept a different corporate card with each order.

Pre-Paid funds (Floats)

For our walkthrough video on this topic please click here.

Business users can choose to use Pre-Paid Funds or as we call it a Float. A float allows a business to manage the money that is on their account and allows a business to purchase Digital Visa Gift Cards.

The Digital Visa Gift Card

The Digital Visa payment gift card is sent via email and stored in the recipient’s digital wallet. The True Rewards Digital Visa gift can also be saved into an Apple Pay or Google Pay wallet. Once saved to an Apple or Google wallet the recipient can ‘tap and go’. The cards can be used anywhere Contactless Visa is accepted.

How to buy and send eGift(s) to your recipients

For our walkthrough video on this topic please click here.

Go to www.truerewards.com.au
Sign into your account
Click on ‘Buy eGift Cards’ and select the eGift Card you’d like to purchase
Adjust the card value by using the +/- buttons
Enter the details of the recipient or upload a bulk file of multiple recipients, add the personal message and click next
Select and preview the sender profile you would like to use then click ‘Checkout’
Review details, then click ‘Checkout Now’
Choose from the payment methods available for the product and then click ‘Pay’

Once you see ‘Cards sent’, the purchase has been completed, and the eGift Card has been sent to your recipient(s).

Optional SMS Delivery

To also send your gift via SMS, simply enter your recipient’s mobile number. Please ensure the correct phone number is entered as SMS messages cannot be recalled. Please note SMS is charged at $0.10 per send.

How to sign up to a True Rewards Business Account

For our walkthrough video on this topic please click here.

Signing up is easy. Simply ensure you have access to your preferred email and visit the website www.truerewards.com.au to complete the steps. If you intend to use the account for sending only small quantities of gifts, we recommend instead signing up for a Personal account.

To sign up as a business account, simply follow the below steps:

Click on the ‘Sign up’ button from the home page
In the create an account popup alert, select ‘Business’
Fill in the details and click on the ‘Register’ button
Shortly after signing up for a Business Account, you will receive a call to verify the information you have entered into your account. Once this check has been completed, and your account is approved, you will receive a Welcome Email with a temporary password.
You may log in to access your account

How to view order history

To view your order history, follow the below instruction:

Login to your True Rewards personal account
Under the drop-down menu (top right), select ‘Order History’

How do I set up a Sender Profile?

Sender profiles are like email templates in which you define elements such as the sender, branding, and logo.

You can set up multiple profiles. These profiles allow users to customise each gift email to tailor it to the particular brand or function that the eGift Card is related to.

To create a new profile, click on ‘Sender Profiles’ from the drop-down menu (top right) and click on the ‘+ New’ button (top right corner)
Enter the ‘from’ details for your Sender Profile under the ‘Sender Details’ tab
Customise your options and settings for each Gift Email. This includes email logo, email banner image, email title and text, button colour, text colour, icon, and other options
Note: Please follow the logo/banner image dimensions for best results.
Click the ‘Save’ button to save your Sender Profile

For our walkthrough video on this topic please click here.

How do I use True Rewards as a business?

We have created a series of videos that will help you on your True Rewards journey.

Buying and Sending an eGift to a friend or yourself

Once you have signed up for an account, you can start shopping straight away. By default, our gift cards are delivered to you or your recipients by email, so there is no delivery fee. SMS delivery is also available; please note SMS is charged at $0.10 per send.

Follow the below steps to buy and send an eGift Card to a friend:

Go to www.truerewards.com.au on your desktop or mobile device
Sign into your account with your email and password
Click on ‘Buy eGift Cards’ and select the eGift Card you’d like to buy/send
Adjust the card value by using the +/- buttons and click ‘Send to a Friend’ or ‘Buy for yourself’
Enter the details of the recipient, add a personal message and click ‘Confirm’
Review details, and then click ‘Continue’
Enter your credit card details and click ‘Pay’
Once you see ‘Card sent’, the purchase has been completed, and the eGift Card has been sent to the recipient

Optional SMS Delivery

Sign-Up and Creating Your True Rewards Personal Account

Signing up is easy. Simply ensure you have access to your preferred email and visit the website www.truerewards.com.au and complete the steps below. Once your account is created, you will be instantly able to start shopping for eGifts. If you intend to use the account for sending bulk gifts to staff, customers, or business partners we would recommend instead signing up for a business account.

To sign up for a personal account, follow the below steps:

Visit our website www.truerewards.com.au

1. Click on ‘Sign up’

2. In the ‘create an account for’ popup alert, select ‘Personal’

3. Fill in your details and click on ‘Send SMS Verification Code’

4. Enter the SMS verification code that was sent to your mobile

5. Verify your email address by clicking on the ‘Validate My Email’ button in the Welcome email sent to your inbox

6. You have now activated your True Rewards account and are successfully logged in

Troubleshooting

I’m unable to add my card to my Apple wallet.

Make sure you’ve updated to the latest version of Apple software/operating system on your phone, then:

Agree to all Apple terms and conditions (i.e. iCloud, Apple ID)
Shut down and restart your phone
Try to add your card again

If you are still experiencing issues, here are some other tips:

Try on both WiFi and cellular 4G/5G network connections
You’re not connected to VPN
Time zone settings set to automatic
Apple ID – Check payment & delivery details are valid, in your name and correct postcode
General > Settings > Device name – no emoji’s or symbols in the device name

Alternatively, you can add the card details manually to your wallet from the True Rewards Card Portal.

Still having issues?

Contact our team for further assistance via help@truerewards.com.au

I’m unable to add my card to the Google Wallet.

To add your Digital Visa card, ensure your Google wallet is set to Default Payment and your notifications are turned on for Google Wallet.

Open Google Pay/Google Wallet app.
Click Customer Account in top righthand corner
Click Payment Setup and ensure there are FIVE items ticked.
*There must be 5 ticks for the card to work*
Ensure notifications are turned ON

Alternatively, you can add the card details manually to your wallet from the True Rewards Card Portal.

Still having issues?

Contact our team for further assistance via help@truerewards.com.au

I sent the eGift to the incorrect email address

Please contact us to confirm the original, incorrect email address and advise the updated recipient details. We will then arrange to re-send the gift email.

Note: We can only re-send the gift card if the gift card has not been opened or added to another digital wallet/account.

I have been charged $1 but didn’t buy an eGift card. How do I get a refund?

The $1 transaction is a pre-authorisation (hold) and it is not an actual charge but acts as a confirmation that the payment method is active and valid. The $1 verification pre-authorisation will be automatically released back into your account in 7-10 days. No further action is required.

I can’t log in: How do I Reset Password?

To reset your password, simply do the following:

Go to the True Rewards website
Click the ‘Log In’ button in the top right
Click on the ‘Forgot your password?’ underneath the login button
Enter the email address for your account and press ‘Reset my password’
Locate the reset password email in your email inbox and press ‘Reset Password’
Enter your new password and press ‘Reset’

I can’t see the code within my online banking

Some online bank systems might truncate some of the words, and it will show up as: ‘TR…’ or ‘Digi…’ or ‘Rewa…’
Try linking your Card again by clicking on the ‘Having problems? Link another Card’ button (which is located on the bottom of the ‘Confirm Card’ screen)
Try waiting a bit longer (2-4 hours) and then check again. You can always return to the ‘Checkout’ page and ‘Confirm’ your currently linked Card.

Note: The first four numbers are your code – each bank changes how this message is displayed within your online banking.

I have received a message: ‘Fetching still pending’

Due to high demand, your order is taking a little longer. Please check back in 15 mins. If unresolved, please contact us at help@truerewards.com.au.

I entered the verification code incorrectly to link my card

No problems simply try again (up to 3 attempts). If you have further problems, try linking another card.

Why is my account inactive?

For Business accounts

The most common reason why an account is inactive is because the account is still under review by our team.

Shortly after signing up for a Business Account, you will receive a call to verify the information you have entered into your account. Once this check has been completed, and your account is approved, you will receive a Welcome Email with a temporary password.

For Personal accounts

The most common reason an account is inactive is due to the account verification steps being incomplete.

If you have created and verified your mobile number, please remember to also verify your email address. This can be done by clicking on the ‘Validate my Email’ button in the Welcome email that was sent to your inbox.

If you have not been able to verify your account, please contact us directly on help@truerewards.com.au.

Will my eGift Card get blocked or land in my friend’s junk/spam folder?

True Rewards uses leading technology and the latest email delivery system to ensure your eGift Cards are delivered instantly and safely to the recipient’s email account.

However, if your friend has not received the email to claim their eGift, we recommend letting them know to check their junk or spam folders, just in case. If they’re still unsuccessful in locating it, please refer to the ‘Resending the gift card email’ FAQ above.

Why was my order unsuccessful?

The most common reason an order is unsuccessful is due to online payment security. To ensure online payment security for both our customers and True Rewards all payment transactions are monitored.

In some cases, due to the payment assessment from our third-party payment providers, we are unable to complete an order. This order may appear as ‘In Review’ after the transaction is attempted.

Unsuccessful orders do not charge your credit card, and no action is required from you. Depending on your bank, a pending transaction may appear on your card statement; however, this pending transaction will disappear shortly.

If you have an unsuccessful order, we recommend contacting us at help@truerewards.com.au.

I can’t see the $1 transaction when linking my card

If you don’t see a $1 verification code (transaction) straight away under your online banking statement, then give it 5-10 minutes and check again.
The transaction should show up under your statement descriptor as a 4-digit code i.e. “TR XXXX”.

If you still don’t see any $1 transaction show up, you can try the following:

Make sure you haven’t missed the transaction because some online bank systems might truncate some of the words and it will show up as: ‘TR..’ or ‘Digi…’ or ‘Rewa..’
Try linking your card again by clicking on the ‘Having problems? Link another Card’ button (which is located on the bottom of the ‘Confirm Card’ screen).
Try waiting a bit longer (2-4 hours) and then check again. You can always come back to the ‘Checkout’ page and ‘Confirm’ your currently linked card.

Cannot find your True Rewards Gift Email

The True Rewards platform delivers eGift cards instantly. If you are expecting a True Rewards eGift Card but cannot locate the ‘You’ve received a Gift’ email, please follow the below steps:

Check your junk/spam email folders
Ask the sender to confirm which email they have sent the eGift Card to
If you still can’t locate the email, please contact us at help@truerewards.com.au

Point of Sale (POS) scanner failed to read my eGift Card barcode

Sometimes the POS scanners at a check-out may experience difficulties in picking up the eGift card barcode on your device.

To fix this issue, simply increase the screen brightness on your device.

Alternatively, you can ask for the gift card code to be entered manually or print out your eGift before you go to the store.