What is the issue?

Step 1 — Check the timing. Points are credited after the partner confirms the transaction, typically 7–30 days.

Step 2 — Confirm tracking was set up correctly:

• The Points Alert extension was activated before checkout
• You were signed in to your Passport account
• You did not use a coupon code or ad-blocker that may have invalidated tracking
• You clicked through the Passport partner link (or the extension was active)

Step 3 — Wait for the return window. Many partners hold points until their standard return period closes.

Step 4 — Contact Support. If 72 hours have passed beyond the partner's typical crediting window and points are still missing, contact Support with your purchase date, partner name, order or transaction reference, and approximate amount spent.

Extension is not notifying on partner sites:

• Confirm the extension is installed and enabled in your browser
• Make sure you are signed in to your Passport account inside the extension
• Try the partner via the Passport website's partner page to ensure tracking
• Clear browser cache or try in a private/incognito window
• Disable ad-blockers and privacy-focused extensions temporarily

Extension caused a checkout problem:

• Temporarily disable other browser extensions (especially coupon or ad-blocker)
• Update your browser and operating system
• If the issue persists, contact Support with the partner URL, your browser version, and OS

Transfer failed: the most common cause is a name mismatch between your Passport and partner loyalty accounts. Verify the names match exactly (including middle names) and try again.

Points deducted but did not arrive at the partner: wait up to 72 hours — some partners have longer windows. If points have not appeared after that, contact Support with the transfer date, partner name, and partner account ID.

Duplicate transfer in my history: if both transfers were processed and your balance was deducted twice, contact Support immediately for reconciliation.

Payment declined:

• Verify your card details are correct
• Check that your card is valid and not expired
• Confirm your card supports international transactions
• Try a different payment method

Charged but the points or membership did not activate:

• Check your account dashboard to confirm the transaction
• Allow up to 15 minutes for top-ups and upgrades to display
• If still not visible after 24 hours, contact Support with the transaction reference

Cannot sign in:

• Confirm you are using the correct email (the one used at signup)
• Use Forgot Password? to reset
• Clear browser cookies and cache, then retry
• Try a different browser or device

Not receiving Passport emails:

• Check spam or junk folder
• Add [email protected] to your safe senders list
• Confirm the email address on your account is correct
• If you still do not receive expected emails, contact Support

Suspect account compromise: immediately reset your password and contact Support. We will review recent activity, secure your account, and reverse any unauthorised transactions where possible.