Overview
If you have not received cashback you were expecting, there are a few things to check before getting in touch with support. Most cases come down to one of the reasons below.
Things to check first
The transaction has not settled yet
Cashback is calculated when a transaction settles or is captured, not when it is authorised. If your transaction is still pending, cashback will be applied once it settles.
The transaction was under $1
Cashback only applies to transactions of $1 or more. Purchases below this amount do not earn cashback.
The transaction is not eligible
The following are examples of some transactions that do not earn AI cashback:
Declined transactions
Reversed transactions
Refunded transactions
Chargebacks
Cash-like transactions
Excluded transactions
→ See Plasma One Rewards Addendum for the full list.
It has not been paid out yet
Cashback is paid every Thursday. If your transaction settled after the last Thursday cutoff, it will be included in your next weekly payout. Check the transaction state in your history:
Accruing: building toward your next Thursday payout
Next payout: included in your upcoming payout
Completed: already paid to your XPL balance
If you did not receive AI cashback
There are a few reasons you may have received base cashback instead of the boosted AI rate:
The merchant is not on the eligible AI merchant list. Only purchases at listed AI merchants qualify for the boosted rate
→ See: How does AI cashback work?
If you did not receive airline cashback
There are a few reasons you may have received base cashback instead of the boosted airline rate:
The airline is not on the eligible airline list. Only purchases with listed partner airlines qualify
You have reached your monthly airline cashback cap. Once the cap is reached, base cashback rates apply for the rest of the month
The purchase was made through a third-party booking platform. We recommend booking directly on the airline's website or app to make sure your purchase qualifies
Still not sure?
If you have checked all of the above and still believe your cashback is missing, contact our support team and we will look into it for you.
Terms
Full details on cashback eligibility, referral conditions, and tier benefits are in the Plasma One Rewards Addendum.
XPL is a digital asset. It is not legal tender, is not a bank deposit, is not government-backed, and is not FDIC or FSCS insured. Its value can fall as well as rise and may decline to zero.
UK users: Due to the potential for losses, the Financial Conduct Authority (FCA) considers this investment to be high risk. See the additional disclaimers here.