If you were expecting to receive rewards or cashback from a purchase but didn’t receive them, you can report the missing rewards. Go to the transaction and select Report issue to report missing rewards.
Report missing cashback
You can report missing cashback from the Neo app or website. View Neo’s cashback partners to ensure your purchase is eligible for cashback.
Neo app
Log in to the Neo app
In the Accounts tab, select your credit card or Neo Everyday account (for the Neo Money card)
Select the transaction you want to report for missing cashback
Tap Report issue and follow the instructions
Web
Log in to member.neofinancial.com
Click on the Credit or Money from the side menu and select your account
Select the transaction you want to report for missing cashback
Click on Report issue and follow the instructions
Check on the status of your missing cashback report
You can view the status of your missing cashback report in your transaction details. Log in, select your account, and select the transaction you reported to see the status of your cashback. Your status will show if your report is still in progress or completed.
Report missing Asia Miles or MileagePlus miles
Chat with us to report missing miles. Before you report, please check that the eligible purchase was made with your Cathay World Elite Mastercard or United World Elite Mastercard.
Qualifying purchases for rewards
Some purchases may not be eligible for rewards, depending on the merchant, or on the spending limit on your card.
Cashback
The reasons why purchases may be ineligible for cashback include:
There were no active cashback offers at the merchant
The purchase falls under an ineligible category
Monthly spending limit was reached
Here are more details about how Neo’s rewards work and the spending limits for each card. You can view the spending limits by going to your card benefits and selecting a rewards category. Select Track your monthly spending to view the spending limit and your progress that month.
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Start a chat with our virtual assistant or live Specialist.