My cashback wasn't tracked — what happened?
Category: Portal Cashback (1,000+ Stores)
If a purchase didn't show up as Earned cashback in your Kick Cashback account, the most likely cause is that the cashback tracking session was broken before the order was placed. The good news is that most missing cashback is recoverable if you act quickly and have your order details handy. Here's how to diagnose and fix it.
Common reasons cashback fails to track
- You didn't click through from Kick Cashback. Cashback only tracks when you arrive at the retailer via your Kick Cashback portal link. Visiting the retailer directly, opening a saved bookmark, or typing the URL into your address bar bypasses the tracking entirely.
- You opened a third-party coupon site after clicking from Kick Cashback. Most coupon sites are themselves tracking links, and clicking one overwrites the Kick Cashback referral. See how discount codes affect cashback tracking.
- An ad blocker or privacy extension stripped the tracking cookie. Brave, Firefox with strict tracking protection, Safari with "Prevent Cross-Site Tracking" on, and most ad blockers all interfere with tracking cookies. See the ad blocker setup guide.
- You switched devices or browsers mid-purchase. If you click through on your phone but check out on your laptop, the tracking cookie set on the phone never reaches the laptop. Read about cross-device shopping.
- You waited too long between click-through and checkout. Most tracking cookies expire within 24 hours, some within just 60 minutes. Always complete checkout in the same session you click through.
- The order was for a category the retailer excludes. Some retailers exclude gift cards, sale items, certain brands, or marketplace third-party sellers. The store's page in the Kick Cashback portal lists known exclusions.
What to do right now
- Wait at least 7 days. Most retailers report Earned cashback within 48-72 hours, but some take up to a week. Don't raise a missing-cashback claim before then.
- Check your account dashboard at kickpay.co. Earned cashback shows up there before it appears anywhere else.
- Locate your order confirmation email. You'll need the date, the order number, the retailer, and the eligible spend amount (excluding shipping, GST and gift card top-ups).
How to lodge a missing-cashback claim
If after 7 days the cashback still isn't showing, email info@kickcashback.com with: (1) the date and approximate time you clicked through from Kick Cashback, (2) the retailer's name, (3) the order confirmation number, (4) the order total, and (5) a copy of the order confirmation email. We'll lodge a query with the partner network on your behalf. Legitimate missing-cashback claims are paid once the network confirms the click and the order match.
How to stop it happening next time
Three habits prevent almost all tracking failures: always start your shopping trip from kickpay.co, pause your ad blocker on the retailer's site before you click through, and complete your purchase in one go on the same device. Bookmark the Kick Cashback portal home page so you remember to start there.
About Kick Cashback
Kick Cashback is Australia's smarter cashback platform with 1,000+ partner stores. Free for shoppers — no membership fees, no subscription costs. Owned and operated by Kick Systems Proprietary Limited (ABN 16 694 893 297) in Melbourne, Victoria. For support, contact info@kickcashback.com.