There are a few reasons why you may not have received your welcome offer:

You didn’t Opt In to the promotion

In order to Opt In to the promotion, click on the offer you want to claim and click on the green ‘OPT IN’ button above the Terms & Conditions. If you have opted in successfully, the message that previously stated ‘Opt In Required’ will now state ‘In Progress’. You can now follow the steps that are stated in the ‘What you need to do’ section of the Terms & Conditions in order to claim the offer.

You may not have followed the offer’s steps correctly

In the Terms & Conditions of the promotion, the first section is ‘What you need to do’. In this section you will be able to see what steps you need to complete in order to claim the welcome offer. Please make sure that you have opted in to the promotion (if necessary) before performing these steps otherwise they will not count towards the offer. Then proceed to complete the required steps in order.

You have claimed a welcome offer on another account

Welcome offers are available for new customers only, and only one welcome offer is available per household. If you have previously had an account with us and have claimed a welcome offer on that other account, then unfortunately you are ineligible to claim a welcome offer on another account.

If none of these reasons are applicable to you and you are still unsure as to why you haven’t received your welcome offer, please contact our Customer Service team via live chat or by emailing [email protected]

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