If you notice that promotional cashback was removed from your account, this usually happens when the original purchase was refunded or canceled. Since the payment did not go through, the cashback is also reversed.
If your purchase was not canceled
If the cashback was removed but your purchase is still valid and was not refunded, have the following information ready:
The date and amount of the transaction.
The amount of cashback removed.
A screenshot showing how it appears in the app.
This information allows the case to be reviewed and resolved.