Go Rewards is a Lifestyle Rewards Program that offers meaningful rewards and experiences. The points earned in Go Rewards can be redeemed in over 1,500 physical stores and a variety of online stores in the Go Rewards app.
This article will guide you if you have missing points in your Go Rewards account. Please note that these conditions apply if you are eligible based on Go Rewards Terms and Conditions.
Scenario 1. You have another active Go Rewards account aside from the one you are currently using
In case you have multiple Robinsons Rewards or Go Rewards accounts, you may merge them in the Go Rewards app so you can enjoy and manage all your points under one account. Click here for a guide on how to merge your accounts.
Scenario 2. Your points were earned from your use of Go Rewards co-brand payment cards
Go Rewards offers co-brand payment cards which allows you to earn Go Rewards points directly and automatically from your everyday spending on almost everything. Issuance of Go Rewards (GR) points using these co-brand payment cards varies per partner or promo. You may click the link to visit the earn mechanics for each co-brand payment card so you know when to expect your points to be credited to your account.
Scenario 3. Your transaction is not eligible to earn.
Certain transactions do not earn points. You may click the link to view the list of transactions not eligible for points-earning at our partner retail stores and this link to view the list of transactions not eligible for points earning when booking a flight at Cebu Pacific.
Scenario 4. You have recently merged or upgraded your account
When you merge an account or upgrade your membership, the older or lower-tiered account is deactivated, which may be why your points are missing. There are several ways to know where you can find your latest membership number. The easiest and fastest way would be using the Go Rewards mobile app. You may contact the Go Rewards Customer Care team to assist you on how to credit your points to your active Go Rewards account.
Scenario 5. The POS where you transacted is offline
When you transacted for purchases in a point-of-sale (POS) system that is offline, you still earn points on your purchase. However, the points get reflected in your account only once the POS connectivity is up. If your points are still not reflected in your account within 3 days from your transaction, you may raise your missing points concern to the Go Rewards Customer Care Team by clicking this link.
Scenario 6. You have not presented your Go Rewards card or QR Code during the transactions made at Go Rewards Retail partner stores
If you failed to present your Go Rewards membership (card/QR code) during your transaction at Go Rewards retail partner stores, you are no longer eligible to earn Go Rewards points on that transaction.
Scenario 7. You have not entered your Go Rewards Number when you booked a flight
If you failed to enter your Go Rewards Number when booking a flight, you may still have another chance to enter it when you do a web check-in. But if you failed to enter and you have boarded and flown your flight, you are no longer eligible to earn Go Rewards points on that flight booking. For more information on how to earn points when flying with Cebu Pacific, you may check this article: How to earn Go Rewards points in Cebu Pacific flights?
Scenario 8. Other Missing points
If you are eligible to earn Go Rewards points but still have missing points, kindly provide the following information when reaching out to the Go Rewards Customer Care Team.
1. In-Store Transactions
- send picture of physical receipt (Picture must display the total amount paid, Go Rewards Card Number, and points earned)
2. Airline-related Transactions
- Member Name
- Go Rewards Card Number
- Registered Mobile Number
- Booking Reference Number
- Date & Time of Booking
- Registered Email Address
If the information above did not address your concern, please submit a ticket by clicking this link. We would be happy to help you out!