I redeemed a reward but haven't received it
A checklist for rewards that have not arrived in the Reward Vault or your inbox, and what Salad Support can do about a missing claim email.
Most rewards arrive within minutes, some within a few hours, and a few are issued by third-party providers and can take up to 24 hours. Where to look depends on the reward:
- Games, subscriptions and most gift cards: the code is in your Reward Vault and in a redemption email.
- PayPal, Venmo, prepaid Visa and Mastercard, and some gift cards: delivered by our reward partners as an email with a claim link, sent to the email address on your Salad account. There is nothing to enter in Salad itself; for PayPal, you type your PayPal email on the claim page.
Work through the list below in order.
1. Check the Reward Vault
Open the Reward Vault. Every redemption is listed with a status:
- Pending: the provider is still issuing it. Give it up to 24 hours.
- Complete: the reward was delivered. If there is no code next to it, it was sent by email (see step 2).
- Canceled/Failed: the provider could not fulfil it (out of stock, provider outage). Your Salad Balance is returned automatically; refresh the app or the website if you do not see it yet, then redeem again or choose another reward.
2. Check your email, including spam
The reward email goes to the email address on your Salad account, not necessarily the one you use for the service you redeemed. Search your inbox and spam folder for "Salad", and the reward's name. If you use Gmail, also check the Promotions tab. When redeeming several rewards in close succession, email clients may create email threads, each individual reward included below that thread.
3. Confirm which email address is on your account
Open your Salad profile and check the email address shown. If it is an address you cannot read any more, support can still resend the reward email, but cannot change the account's email address.
4. Contact Salad Support
If the status is Complete or 24 hours have passed and you still have nothing, contact Salad Support with:
- the reward name and the redemption date,
- the reward ID or a screenshot of the entry in your Reward Vault,
Support can confirm the delivery and ask our providers to resend the claim email. Support cannot change the delivery method once a reward is redeemed (for example, turn a PayPal reward into a Visa card), and cannot pay out your balance directly.
Received the email but the reward does not work?
If the code or email is received but the card is declined, the code is refused by the store, or the membership does not activate, see Problems using a reward.
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