SmartSpending™ app FAQs

How does an employee get the SmartSpending™ app on their phone?

The SmartSpending™ app can be downloaded from both the Apple App Store and the Google Play Store. It can be found by searching for ‘SmartSpending’ or 'Reward Gateway'.

Can an employee first register their account on the app?

We’re afraid not. To use the app, employees need to first register on the desktop version of the platform if their account is not preloaded and requires registration.

Why do employees have to PIN protect their app?

Employees who use the app will be asked to choose a PIN when they first log in to the app – this is for data security reasons. We insist on PIN protection to keep all employees data secure and to ensure that the discounts remain exclusively for them. Having a PIN also means quick and instant access to the app. And if an employee has got a phone with fingerprint recognition or Face ID, that can be used too!

Can Cashback be used towards a purchase in the app?

Yes! As well as watching it grow in the 'My Account' section, Cashback can be used towards any orders and top-ups made within the app as full or partial payment. Employees looking to withdraw Cashback to their bank account will need to do this from the desktop version of the website – which they can also use from their phone.

Can employees manage their payment cards in the app?

Yes, they can. The app allows employees to use the same debit/credit cards which they’ve saved to the desktop site. They can also add new payment cards on the checkout screen and save them for future use. Payment cards cannot be managed through the My Account as on the desktop site. Members can add new/edit existing payment cards only on the checkout.

How can employees find and use purchased Instant Vouchers?

Instant Vouchers will be saved into the app’s digital wallet. And this is the same whether they're purchased in the app or on the website. To find them, tap the menu button in the top left of the app and then tap ‘My Instant Vouchers’. From there, employees can view all purchased vouchers and use them in-store or online. Employees can also filter their Instant Vouchers by new or used.

Can vouchers be marked as used?

Yes, employees are able to mark their vouchers as used to when there is no balance remaining on them. This makes the Instant Voucher section of their app much cleaner and allows employees to access the right vouchers much quicker. 

If things are placed in the basket on the website will they appear in the app’s basket?

Yes, this what we call a 'unified basket'. If an employee starts a purchase on the website which is not completed, it will also appear in the app’s basket for checkout – and vice versa!

Are there any push notifications for the app?

There is. We use push notifications to let employees know if something has been left in their basket, and when there is a new selection of promotions – such as the Deal of the Week or Top Offers – and when a favorited retailer has a deal or promotion. Notifications can be turned off if you go through the 'My Account' section.

What savings types are available on the app?

Saving money via the app can be done by purchasing Instant Vouchers at a discounted rate, using Cashback offers when shopping on your phone, and by topping up existing Reloadable Cards (UK only).

Why are some of the offers only available on the desktop site?

In these cases, we're restricted by the retailer's ability to provide their offers through a mobile device – such as their systems being unable to track Cashback links. It would be unfair to the employee to put this offer on the app only for them not to get the Cashback which they're expecting. As retailers update their systems we are able to integrate more of them into the app.

What happens when an employee with a locked account tries to log into the app?

If the employee’s account is locked, when they attempt to log in, we’ll show a message that the account has been locked due to security measures and advise the member to go to the desktop site to see how they can get access to their account again. 

How long does it take for a user to be signed out of the app?

When a member logs in to the App, they're issued a couple of tokens: an access token that is short-lived (1 hour) and a refresh token that is long-lived (3 months). While the refresh token is valid, you can generate new access tokens as they expire, but once the refresh token expires, the member should be required to log in again. 
This refresh token is saved both on the App and our server, so reasons for having to log in again could be related to that token being lost/removed from the App, e.g:

• switching mobile devices;
• uninstalled and reinstalled the App;
• cleared App data;
• server "losing" their copy of the token;

The refresh token is valid for 3 months since your last visit

What happens with an employee’s order after placing a transaction that is classified as fraudulent?

When it comes to making purchases, we aim to provide the best experience possible. To achieve this we need to have security as a top priority. Depending on various parameters of the employee’s accounts, on rare occasions, some of the orders might be queued for revision. It usually takes minutes for the anti-fraud check to be completed, but in some cases, when we need to investigate, it can take more time.

If an employee’s order gets queued, the transaction is being successfully processed and the amount is withdrawn from the employee’s payment account. We will let the employees know at the checkout that we need to perform this check and they will be notified via email once it’s completed. Until the transaction is confirmed as not fraudulent, the employees won’t be able to view and access the purchased items.

What happens when employees need help?

Help is always at hand, 24 hours a day, 7 days a week. To find it, all employees need to do is tap the menu button on the top left and then tap ‘Help’. They'll be whisked to our online chat feature where they can speak with one of our friendly Employee Support Team members.