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Topcashback Questions & Answers

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  • Hi 

    I've been having issues logging into my topcashback account as I've forgotten both my password and security question answer. I can still access the mobile app version but it doesn't let you change there password or security question without logging in. 

    I contacted the support team and they sent me the password reset link but it still requires a security question answer. I'm now locked out of my account, with only access via my app.

    Any advice on how to unlock this catch 22 issue?


  • TopCashBack_Company_Representative
    TopCashBack_Company_Representative Posts: 2,197 Organisation Representative
    Part of the Furniture 1,000 Posts Name Dropper Combo Breaker
    Hey Everyone 

    I hope you are all having a tremendous Tuesday :smile:

    @BargainBarbie1790 - If you could please email us at mse@topcashback.co.uk and we can take a closer look to help with your security question issue 

    Best wishes 

    Phil :smile:
    Official Company Representative
    I am the official company representative of TopCashBack. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • Yet again, an insurance purchase of mine has been declined with some unintelligible drivel in the response to my claim.
    I adhere strictly to the cookies etc. rules but as soon as there's a purchase price of around £200 where the cashback expected is £36 - it is declined. It's only the higher value cashbacks, the lower value ones are rarely a problem. 
    Not had a problem with Quidco yet. They may pay out less, but at least they DO pay up. 
  • Ozzig
    Ozzig Posts: 349 Forumite
    Third Anniversary 100 Posts Name Dropper
    edited 4 February at 10:45AM
    Yet again, an insurance purchase of mine has been declined with some unintelligible drivel in the response to my claim.
    I adhere strictly to the cookies etc. rules but as soon as there's a purchase price of around £200 where the cashback expected is £36 - it is declined. It's only the higher value cashbacks, the lower value ones are rarely a problem. 
    Not had a problem with Quidco yet. They may pay out less, but at least they DO pay up. 
    I also asked why is it mainly my higher-value cashbacks that don't get paid.
    A professional yet unhelpful answer was given.

    Most recently, they implied it was borderline my fault for choosing the holiday firm that rejected my £250+ cash back in the first place. Ironically it tracked perfectly to reject the claim.
    The problem was due to one part of the holiday company not paying another part their commission, so I got nothing.

    Zero option to dispute with Customer Services, just a repeated they didn't pay us, we don't pay you, answer.

    I could've had the same holiday for £50 less but I took the chance and went via TCB.
    I knew what I was getting into, it was a decent company so I didn't read the TCB reviews, I know better now.

    It still leaves a bitter taste.

    For anyone reading this who, like me, doesn't read reviews of reputable companies before choosing them on TCB...

    Read the reviews first.


    Oh and don't start me on the stock copy and pasted answer patronising me about clearing cookies to every query.

    I built a fresh Windows 10 virtual machine, with no browsing history on it, I use it for bigger purchases restoring from a clean snapshot every time, but any problems are blamed on my browser history !!

    Sorry, rant over, maybe I should give Quidco a try, I keep saying I will but never bother.

  • JDPower
    JDPower Posts: 1,681 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Combo Breaker
    Ozzig said:

    Most recently, they implied it was borderline my fault for choosing the holiday firm that rejected my £250+ cash back in the first place. Ironically it tracked perfectly to reject the claim.
    The problem was due to one part of the holiday company not paying another part their commission, so I got nothing.

    Zero option to dispute with Customer Services, just a repeated they didn't pay us, we don't pay you, answer.

    I could've had the same holiday for £50 less but I took the chance and went via TCB.

    Well there you go, you got an answer, how do you expect them them to give you the money they never got. 

    As for the last comment, number one rule of cashback - never make a purchasing decision based solely on cashback as cashback is never guaranteed. Get the cheapest deal, then get cashback on that if possible. As you say, you took a chance, it didn't work work out.

    And good luck with Quidco, they are notorious for not paying out. 
  • Ozzig
    Ozzig Posts: 349 Forumite
    Third Anniversary 100 Posts Name Dropper
    edited 4 February at 2:56PM
    JDPower said:
    Well there you go, you got an answer, how do you expect them them to give you the money they never got. 

    I do not expect them to give me money they did not receive, however, my booking met all their criteria to qualify for cashback and did not meet any of their criteria to be excluded from cashback.
    As they are aware successfully placed and tracked orders were not being paid, maybe add another line to the exclusions list to reflect this?

    For reference, in the past, I have received cash back that they have not received when everything has tracked successfully but the claim then sat at pending or at confirmed for 10-12 months.

    Had the exclusions list included a point relating to them frequently not receiving any monies on correctly tracked bookings I'd not have bothered booking through TCB.

    Again, If I had read the reviews I would have seen it was a common occurrence and it was my fault for not checking first.

  • JDPower
    JDPower Posts: 1,681 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Combo Breaker
    Ozzig said:
    JDPower said:
    Well there you go, you got an answer, how do you expect them them to give you the money they never got. 

    Had the exclusions list included a point relating to them frequently not receiving any monies on correctly tracked bookings I'd not have bothered booking through TCB.

    That's why every retailer on TCB has a reviews section so you can check yourself if that retailer is a bad payer.

    I get that it sucks when a big payout doesn't track, but it does happen (and quite often not TCB's fault, but the middlemen referral companies, but TCB get that crap for it as the referral companies are invisible to the end user). That's why it should only ever be seen as a nice bonus, not a guarantee.

    There's a similar thread to this on Quidco, go take a read of that if you wanna see how much worse it COULD be.
  • TopCashBack_Company_Representative
    TopCashBack_Company_Representative Posts: 2,197 Organisation Representative
    Part of the Furniture 1,000 Posts Name Dropper Combo Breaker
    Hey Everyone 

    I hope you are all having a fruitful Friday :smile:

    @ZZ_von_Schnerk - We do pass on all of the funds we receive from retailers for purchases made, no matter how big the purchase, back to members as cashback offers. If we are declined for cashback we would be provided a full reason via the missing cashback claim process if our team are unable to overturn this. Our team can also take a closer look into help with cashback tracking and eligibility if you reach out via a support ticket. 


    @Ozzig - We can take a closer look into this for you if you could please email us at mse@topcashback.co.uk. We do see for larger purchases that members make more searches which can potentially leave cookies which may affect our information from being tracked which is why we advise to clear cookies and cache before every visit to our site, disable extensions and to try a different separate web browser just for cashback purchases if regular issues occur. 


    Best wishes 
    Phil :smile:
    Official Company Representative
    I am the official company representative of TopCashBack. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
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