What does each transaction status mean?

Tracked: Your transaction has been acknowledged by the Merchant but it has yet to be validated.

Validated: The Merchant has confirmed that the transaction is genuine and has agreed to pay the commission.

Processed: The F:team has received commission from the Merchant for your transaction. The cashback will be credited to your account after you request your f:rewards (see My Profile to check if you have reached £30). 

Declined: The Merchant has decided not to pay commission on your purchase. There may be several reasons for this decision - please see below.

Why are there two columns in my account showing f:rewards typical and f:rewards special?

If you request your f:rewards to be credited to a Child Trust Fund or a Student Loan Account, we will show our delight by giving you 'special' f:rewards. These are usually double the typical f:reward level. If your payment details are set to credit your CTF or Student Loan Account at the time you request your f:rewards, then we will credit your account with the special f:reward level! 

Why can’t I click on ‘Request Payment’?

The minimum payout is £30 and the ‘Request Payment’ button will not become available until the f:rewards typical column totals £30.

What if I don’t want to purchase something online?

We can only track your transaction if you sign in to Futurance.co.uk, click through to a merchant’s site and complete the online purchase in one process. We cannot track your transaction if you purchase something via the merchant’s telephone order line, or if the purchase process is interrupted (e.g. you go to other sites to compare prices before making the purchase at our merchant’s site). The best way to ensure your transaction is tracked and you receive your rewards is to sign in to Futurance.co.uk and click through to the merchant’s site. If you need to go to other sites to compare prices after you have been to the f:mall, that’s fine by us, but to receive Futurance rewards, return to our site first and sign in before going ahead with the purchase (and make sure you have deleted all cookies or the merchant may give commission to another site and you won’t receive any rewards for that purchase).

How can I ensure that my transactions are tracked?

Can several accounts save towards the same future?

Yes. We think it’s fabulous when the whole family want to save for a young person’s education, gap year or first home, or help a couple prepare for starting a family. If you want to save for someone else, just provide the correct details on the sign up page, or in ‘My Profile’ and we will credit the rewards to their account. If you want to ask friends and family to save towards your future or your family’s then ask them very nicely if they would like to become an f:riend and make sure they provide the correct account details!

Can friends and family use my account?

Our Terms and Conditions only permit one account per person. If your relative or friend wants to use Futurance.co.uk please ask them to create their own account. They will be eligible for the £10 joining bonus!

What are first time purchase incentives?

Some merchants only offer commission to totally new customers. Even if you are a new Futurance member, you won’t receive a first-time purchase incentive if you have shopped with the merchant before. Merchants use anti-fraud systems to detect whether you have bought something from their online store previously, so even if you create a new account with them they may not give us commission for your transaction. Most merchants offer commission on every sale, but remember to check on the merchant’s information page first!

I haven’t received rewards for one of my transactions

When you make a purchase with a merchant in the f:mall, it can take up to a couple of days for us to be notified of your transaction. As soon as we are notified of your transaction, your account is updated to reflect this purchase. However, there are some instances where your account may be missing a transaction:

• If you returned the goods that you purchased, or cancelled a subscription or service.
• If you clicked through to the merchant’s site, but then browsed other sites (perhaps to compare prices) before going back to the merchant’s site to make your purchase. We’re happy for you to compare prices to get the best deal, but in order for us to get commission to pass onto you, you need to sign in to Futurance.co.uk and click through to the merchant’s site from the f:mall. This helps to track the transaction.
• If you viewed the product or service online but then made the purchase offline (e.g. by telephone). The transaction can only be tracked correctly if members sign in to the site first, then click through to the merchant’s site and make their purchase online without any interruptions.
• If you’ve clicked through to that merchant from another site recently. Sometimes tracking problems occur where a member has joined more than one cashback site. If a merchant recognises that one of our members has recently clicked through to their site from another cashback site, then that other site may have received commission for that transaction. We don’t get any commission for this sale and therefore cannot pass anything on to our members unfortunately. In order to prevent this from happening, please delete all your cookies before signing in to Futurance.co.uk or view Futurance.co.uk in a different browser (e.g. if you normally use Internet Explorer for internet browsing, use Firefox just for shopping with Futurance.co.uk!).

My transaction has been declined and I don’t know why!

Sometimes merchants don’t validate your transaction. This doesn’t happen very often but it might be because you returned the items or cancelled a subscription or service, which is fair enough. However, if you feel that a transaction should definitely have been validated, then please email us at fixit@futurance.co.uk and we will try our best to resolve the problem. Unfortunately, until a merchant validates a transaction we can’t pass on any rewards.
As long as you sign in and you haven’t cancelled your purchase you should have happy, lucrative times with Futurance!

I have calculated my rewards to be different than the amount showing in my account

Merchants have different rules when calculating cashback and these rules aren’t always communicated to us. You may have calculated a different total to the amount showing in your account due to:

• A merchant may not have given commission on the VAT element of your purchase.
• A merchant may not have given commission on the delivery charge. Sometimes, even if the delivery is free, a merchant may allocate a certain proportion of the purchase to cover delivery charges and may not give commission on that part. 
• Please also check that the f:level has not changed for that merchant. Rates do change over time and, whilst we make every effort to update our information regularly, we cannot guarantee that the rate displayed will be the rate offered by the merchant at the time of your transaction.

Unfortunately we do not receive a breakdown of each merchant’s commission calculations. Therefore, we can only pass on to our members some or all of the commission we ultimately receive.

My transaction is marked as ‘paid’ but I haven’t received any money from Futurance

The payment process can take several days to complete. We mark your transaction as ‘paid’ and this transaction will then move to the ‘transaction history’ area in ‘my account’. If the cashback has not appeared seven to ten days after the transaction moved to ‘transaction history’ then please contact us at fixit@futurance.co.uk and we will investigate.