Frequently Asked Questions

Receipt Submission

1. What should I do if my receipt is too long?

   If your receipt is too long to fit into one image, please fold the receipt to show participating products and the header with store name, purchase date, etc. and then take a picture of the receipt and upload the image on the specified site.

2. I am having issues uploading my receipt.

   Please note, the following image upload requirements: image must be under 5MB and in the format of PNG, GIF or JPG. If you have further difficulties uploading your receipt, please try to clear browser cache and cookies and upload again. If this persists we also recommend trying a different device. Please Contact Us if you require further assistance.

Visa® Rewards Virtual Account

1. Where can I use my Virtual Account?

   The Virtual Account can be redeemed at every internet, mail order, and telephone merchant everywhere Visa debit cards are accepted. This is exclusively an online Virtual Account and cannot be used to make purchases in physical stores. No ATM access. No cash access. Virtual Account is issued by MetaBank®, N.A., Member FDIC, pursuant to a license from Visa U.S.A. Inc. This optional offer is not a MetaBank, nor Visa, product or service nor does MetaBank, nor Visa, endorse this offer.

2. How can I track the purchases I make with my Virtual Account?

   Your Virtual Account balance including the purchases you make are available online at www.activaterewards.com/neutrogena/check_balance.

3. Does my Virtual Account have an expiration date?

   Yes. The expiration date was supplied at the time you received your Virtual Account number. Any balance remaining on the Virtual Account after expiration will not be usable or refundable.

4. Can I add funds to my Virtual Account?

   No. This Virtual Account is non-reloadable and cannot be combined with multiple rewards.

5. What fees are associated with my Virtual Account?

   There are no fees associated with your Virtual Account; however you can only use your account for purchases before the expiration date. Any remaining balance after the expiration date will be forfeited. For additional information, please refer to the terms in your accountholder agreement.

6. What can I do if I lose my Virtual Account?

   You can retrieve your virtual account details at any time by visiting www.activaterewards.com/neutrogena/check_balance, but you must have your original reward code or account number to view your account. If you do not have this information then use the link that was provided to you in your confirmation email. If you still experience difficulties please Contact Us.

7. What is the 3-digit security code?

   The 3-digit security code is the Virtual Account Verification Value (or CVV2), which is a code required by some online retailers. This code should have been provided to you along with your Virtual Account number.

8. My Virtual Account was denied or my transaction was declined.

   Please make sure that the online merchant accepts Visa debit cards. If they accept Visa debit cards and your Virtual Account has been denied, please try again and ensure that all the information that you are entering is correct (i.e. Virtual Account number, expiration date, security code, and personal information such as zip code). Verify that you have enough available balance on your Virtual Account to cover your purchases. If your Virtual Account is still being declined please Contact Us.

9. My purchase is greater than my Virtual Account balance.

   The majority of online merchants do not have the capability to run two forms of payment for one purchase. In this case you must have a Virtual Account balance equal to or greater than the total purchase amount.

10. What happens if someone else uses my Virtual Account without authorization?

    Transactions made through fraudulent or unauthorized use cannot be refunded. Please make sure that you keep your Virtual Account details in a secure location.

11. What happens if I return merchandise or receive a refund?

    You are able to receive a return(s) or credit(s) to your virtual account before the expiration date. Any return(s) or credit(s) made to your account after the expiration date will be forfeited.

Visa Rewards Card

1. When will I receive my Visa Rewards Card?

   You will receive your Rewards Card in the mail at the mailing address you provided within 4-6 weeks from the date your receipt was approved. Rewards Card can be used everywhere Visa debit cards are accepted. No cash access. Rewards Card is issued by MetaBank®, N.A., Member FDIC, pursuant to a license from Visa U.S.A. Inc. This optional offer is not a MetaBank, nor Visa, product or service nor does MetaBank, nor Visa, endorse this offer.

2. I have a question about my Visa Rewards Card.

   Please visit https://www.activaterewards.com/qrc/card_tips for tips on using your Rewards Card.

eGift Card

1. Can I use my eGift Card in store locations?
   Yes, unless explicitly stated, all eGift Cards work at both store locations and online.
2. What if my eGift Card is lost or stolen?
   If you have lost your eGift Card, and the value still remains on it, please contact support via our Contact Us link below and we will reissue the eGift Card. If the eGift Card no longer contains value, and you feel that this was fraudulent in nature, an investigation will be conducted. Resolution may require that the customer sign an affidavit with a notary public relative to the missing product. To begin an investigation into such an issue, please Contact Us.
3. Can I let someone else use my eGift Card?
   Yes, simply have the eGift Card sent directly to the recipient’s email at the time of activation or you can forward the eGift Card to them after you send it to yourself. Additionally, you can print the eGift Card and hand it to the recipient.
4. Do eGift Cards expire?
   Most national merchants do not have an expiration date for their eGift Card programs. However, each merchant may have different terms and conditions. Please review those terms prior to your selection.

Other

1. I have a question not listed above.

   Please Contact Us for further assistance. Be sure to mention what promotion you participated in, and any details of what you need assistance with.

   Our Customer Service hours are 8 am - 4:30 pm PST, Monday through Friday (excluding holidays). All emails will be responded to within 2-5 business days, in the order they were received.