From this deal https://www.ozbargain.com.au/node/815202. Purchase was successfully tracked and supposed to be approved yesterday, but is still waiting. Have raised a ticket, but would like to see if anyone else has got cashback approved from PureVPN?
Also of note, PureVPN has been banned for sockpuppeting on here.
I heard the surfshark one ,if you disabled auto renew payment in PayPal before the cash back approved would be rejected.
It may be the same with purevpn
Hmm I have disabled auto renew. You could be on to something.
Where does it show if auto-renewal is enabled or disabled?
@xdpx: Ok thanks, but it doesn't mention auto-renewal anywhere. So if the plan is "active" then auto-renewal is still enabled?
Mine just says: Billing Cycle: 24 Months, Status: Active
Status currently tracked but not paid out / claimable.
Mine is 2 days late, so just submitted a report.
Have you stopped your subscription? (ie. disabled auto renew).
Not yet. Plan to after i get the money from PurePVN
Subscription not cancelled but still no credit received.
Another one still tracked, not confirmed. Auto-renew still enabled.
Thanks for the update xdpx. I'm also waiting for a response, though I submitted a report on the weekend so it has only been 1 and half business days. I do hope SB get on top of this cause it sure feels like a scam.
Hey mate, appreciate the suggestion, I'll pass it on to our team but I will say that if we were ever aware of an offer being a "risk" for users, we wouldn't run it. We only run offers we would have 100% confidence in. Sometimes, things go wrong, much like in any business or any part of life, particularly when we are working with such a huge range of merchants all with their own systems and teams. When that occurs, I am fully committed to helping and our wider team is always committed to resolving issues. We are not in the business in rolling dice, we extensively test internally whenever we are launching a new merchant or offer. We just are human here, and the teams we work with at brands are also human, and the tech and systems that we work with also are not infallible, our priority is always working on what we can control and resolving when the unexpected occurs.
@Jahaz777 - Could you please help all of us going through this issue with PureVPN / SB?
Still no cashback yet here.
I submitted 2 enquiries to SB, 1 from the app with the Report Problem button, and another using the live chat (bot) system. No response at all from the Report Problem button, but did get a response from the live chat. Have submitted proof of payment and current active status with PureVPN. Will see how it goes.
I wonder if the Report Button functionality is broken because I did submit 3 reports last year, but never got responses, They were all for 10c savvy surveys so I didn't follow up, but I didn't press it as it was only 30c all up.
@xdpx: Really disappointing that we have to stay on top of this or we will lose out on almost $200.
Surely ShopBack could pay this out and reclaim it or at least give all impacted users proactive updates vs all of us having to beg through email.
This is not good enough.
My enquiries have gone dead as well.
This is clearly an issue with ShopBack that's impacting many users with 24 people reporting issues and just 7 who are reporting it went through.
It's also for almost $200 so it's hardly small change for a site which values $5 savings.
@gotyourback - this has gone on for over three months. When will people receive their payment?
Hey mate, When I updated last week about this I let you know that this is being escalated with PureVPN. As yet, they are still investigating this issue to find a solution here, unfortunately I have no update to provide as to when this will occur. As I've said mate, I'm working on this and assure you that any eligible Cashback will be paid out, but there's only so much that I can do while we wait for this to be sorted out. I will chase this up for you today and will update as soon as I know more.
@gotyourback: How come ShopBack hasn't enforced resolution timelines against PureVPN for what is an obvious bug? I understand your input may be limited but saying you have no idea when it will be resolved is not a great customer experience when people are anxiously waiting. Someone reported waiting 5 months for ShopBack to approve this on another thread.
@arcticmonkey: We are doing all that we can to escalate this with PureVPN, they are working to the best of their ability to resolve as well. They haven't diagnosed the issue as yet, which is why it hasn't been resolved. We are now looking at other avenues to try and resolve given that they've not been able to resolve.
I'm not sure what you want from me mate. I'm doing the best I can.
@xdpx: Fantastic comment.
It's ShopBack's brand and our wallets that are suffering from a lack of clarity. I've stopped purchasing from ShopBack until this is resolved.
It would be great if @gotyourback could provide some specifics on the questions above.
Why ShopBack are continuing to promote PureVPN on their site after these issues is beyond me.
@xdpx: Yes I agree that GYB has been helpful in the past. He/she/they is no doubt somewhat constrained in what they can approve or do but it's the ShopBack brand and customers that's being caught up in this mess.
The vague responses from the ShopBack team doesn't help, as you pointed out.
If the issue is with PureVPN, why does ShopBack continue to promote them?
Hopefully your questions will be answered.
@arcticmonkey: To your point about the promotions that have occurred since September, I myself and the wider team at ShopBack weren't aware of any technical issues with PureVPN until recently, and neither were PureVPN, meaning we continued, business as usual. We have promotions planned for the future with PureVPN, but will not go ahead until this issue is fixed.
@gotyourback: Hi GYB. I'm also referring to the fact they're still being promoted on your site. Others may fall victim to these tracking issues which haven't been resolved.
Thanks for at least responding on here even though we're still left with no cashback.
@arcticmonkey: Well I mean, given that the issue is currently being investigated to be resolved ASAP, anyone who signs up now shouldn't be affected by the time their validation period is over.
Again mate, doing what I can.
@xdpx: Hey mate, thanks for taking the time to comment, I'll do my best to address your concerns.
I understand the anxiety when the Cashback amount is high like this, obviously any delay whether it is significant or a matter of days after the validation period is of concern when waiting on a significant sum. That is not something we at ShopBack aren't aware of. I apologise that the responses from our Customer Care team haven't offerred much comfort, I will pass on feedback to the team to treat issues of late validation with sensitivity.
I don't have insight on exactly how many users are waiting, I myself don't work on the technical side of things I work with the team. Our priority is working with PureVPN to get this fixed up ASAP. If I get more information on the scope of the issue I will share here.
To your point about confidence, I have iterated many time that this is an issue we take extremely seriously and that both myself and the team as a whole are committed to getting this resolved and the Cashback paid out ASAP. This is not an issue we will simply leave to idle and have users left without Cashback. Any user who is eligible for Cashback here will receive it
There won't be any need for any action with banks or further action from users, this is an issue that we will be resolving without any further action necessary from users.
I don’t think this silence bodes well for us :(
I have faith in gotyourback, but not much with PureVPN.
ShopBack should really be paying this out and collecting the funds off PureVPN.
My relationship is with ShopBack regarding the cashback, not PureVPN and ShopBack is the one that advised the timelines.
This is clearly a tracking bug that is impacting many people (there's over 3 times as many people reporting a bug than reporting the cashback went through).
It's not fair to keep people waiting this long after escalation. All this while ShopBack continues to promote PureVPN on their site.
There are thousands of dollars which are in limbo based on the votes here.
Can confirm as of 6:50pm AEDT that the cash back has been confirmed. Received email confirmation stating that it should be available in 24 hours to withdraw.
Time will tell.
Update - hour later and it is ready to be withdrawn.
Thanks ShopBack support for the updates and not just dismissing it.
Same here. Thanks for being our champion again gotyourback!
Thanks for jumping in, GYB. Mine is also supposedly going to be confirmed in 24 hours.
Thanks GYB for having our back. Appreciate it!
+1
Just received my notification that my cashback is confirmed. Put in the withdraw request straight after and should receive in my bank account in 3-5 days it says.
Thanks so much @gotyourback. Your help is much appreciated!!
You're welcome mate, always happy to help.
Got it, thanks everyone involved!
My cashback is approved, thanks GYB.
Glad to report that this has been resolved overnight with the help of our team, and we continue to work with PureVPN to insure that approvals are in full and on time in future. Cheers for flagging this one mates!
Hey all - Just FYI it looks like PureVPN is facing a delay validating/approving Cashback from their November upsizes. I've flagged this with the team that work directly with PureVPN to resolve this ASAP. Secondarily to this, we are also seeing whether shortening the Cashback validation time (the time you have to wait for the Cashback to be paid out) with PureVPN can be shortened as well, but first and foremost that the Cashback is paid out.
I'll update here as soon as I have more info.
Thanks for the update GYB! As always, you are on the ball. Much appreciated :)
Thanks for hopefully resolving this bug/issue impacting users. I expect all future promotions with PureVPN are withheld until it's resolved.
Thanks for having our back!
Hey there mate, happy to provide as much clarity as I can.
When Cashback reaches the end of it's validation period, it needs to be approved by the merchant. This is so they can check that no cancellations or refunds or other invalidating circumstance has occurred and that Cashback can be approved and paid out.
To confirm, until these are approved by the merchant on a technical level, ShopBack will not receive the relevant commission to be able to pay out Cashback.
Occasionally an issue will arise that causes these approvals/checks to be delayed. This can be a delay in their team due to a high volume of orders or technical issue, or another delay that sets them back.
When I commented on the 27th, I myself asked our team to escalate this with PureVPN, as our Customer Care team had been reaching out, but as yet PureVPN weren't able to update us on the delay and when this will be resolved. As yet, they're not sure what is causing this, which is why there's been no update to provide.
Earlier today, I chased up this escalation, and are also asking our tech team to compile a list of all affected users to pass to PureVPN to get this sorted as soon as possible. I will update as soon as I know more.
Let me know if you have any other q's for me here.