Frequently Asked Questions
If your question is not provided here, please utilize the contact form for more information.
Frequently Asked QuestionsIf your question is not provided here, please utilize the contact form for more information.
Who is eligible to participate in M-Power Rewards™?
All Dealer partners with an account in good standing.
What happens if I leave employment?
Eligibility depends on current employment with Dealer in good standing. If employee gains employment at another dealership, they would reregister under new dealer name.
I’ve forgotten my password; what do I do?
If you have forgotten your password, please go to the login page and click on ‘Forgotten Password’. Enter the email address registered to your account and you will then receive an email with a link to reset your password. Please check your junk and spam folders for this email and use the password reset link within the 24 hours.
When resetting your password, please ensure to follow the below criteria otherwise this will not be accepted:
Minimum of 8 characters
At least 1 uppercase character
At least 1 lowercase character
At least 1 number
At least 1 symbol (please note that. and - are not classified as symbols on the system so please avoid using these)
How do I earn points?
Every sale of Mohawk’s product will earn points and each month; the partner account will be updated with the previous month’s points allocation. The Administrator for the Partner will allocate the points to the company or themselves.
Do points have a monetary value?
Points do not have a monetary value. The number of points required for a reward varies depending on several factors relating to the specific setup of your rewards programme. 126 points = $1 USD.
Can I buy additional points?
No – Additional points cannot be purchased. Only points awarded through your rewards programme can be used to place orders for products within your current points balance.
Can I transfer points to another participant’s account?
No – Points are awarded to individual accounts and can only be redeemed by the intended recipient. You cannot transfer your points to another participant of the rewards programme.
Is there a time limit to use my points?
12 month expiry - Participants have 12 months from the date that your points are awarded to redeem these. Any unspent points will expire after 12 months and will be removed from your balance.
How do I claim my sales?
Each month we will upload your sales and you’ll have the opportunity to claim them and receive reward points.
We will email you to let you know once your sales have been uploaded. Then all you need to do is navigate to the Allocate Your Sales area of your M-Power Rewards™ account, find your sale and allocate it to yourself or members of your company. Once you have done this your reward points will instantly be added to your account.
What if I forgot to allocate my sales this month?
Don’t worry, sales from previous months will not disappear when we upload new ones. New sales will show at the top of the list, so you can either search for the older sale or scroll down the list.
Can I allocate sales to other people?
You will only be able to allocate sales to yourself and your colleagues that are registered for M-Power Rewards™. If you would like to allocate sales to someone within your company who is not registered, this is a great opportunity to help them sign up!
Can I allocate sales to more than one person?
You can split your sale between multiple people and choose the reward split between these people. Please note though that the whole sale must be allocated at the same time.
My sale is missing from the claims list, what do I do?
If you believe your sale is missing from the claims area, please Contact Us ASAP so that we can investigate this further.
Can I see the sales that have been allocated to my account by myself or another individual?
You can see all the sales you have been allocated in the My Account area of your M-Power Rewards™ account.
Can I change my delivery address after placing an order?
Providing that your order has not yet been dispatched you can request any delivery amendments to your order. Orders can sometimes be dispatched the same day so please contact [email protected] as soon as possible to request your delivery amendments.
Please note that any amendments or correction you request for an order that has already been dispatched may incur additional fees. These fees will either be deducted from the balance on your reward account or invoiced to you directly for payment.
Can I add any additional information when placing an order?
When placing your order, you can enter additional information such as personalisation in the extra text box provided on the order page.
Please note that while all efforts are made to ensure that your request is carried out, there may be occasions when this cannot be applied to your order.
Can I find out about an old order I have placed?
Your order history will show on your account. If you need any further help on a previous order placed please contact [email protected] with your order number and product name and our team will be able to assist you further.
Please note that we are unable to assist with any gift card or eVoucher queries that are older than 3 months. Please ensure to contact our team before this time if you have any gift card or eVoucher queries.
What if I accidently provide the wrong delivery address?
If you have provided incorrect delivery information, please contact [email protected] as soon as possible with the correct details. Our team will try their best to update the address if your order has not yet been dispatched. This however cannot be guaranteed and if your order has been dispatched you may be charged additional fees to correct this.
When placing an order, please ensure you check your delivery details carefully and update these before you place your order if needed. If your delivery country is not showing correctly, please contact [email protected] to have this updated before you place your order. If your reward is to be delivered to a company address, please ensure to include the company name and building name / number in Address Line 1.
The product is out of stock; when will I be able to order this?
If a product is showing as out of stock, our supplier unfortunately does not currently have this item available to ship straight away. As soon as stock is secured, the item will become available to order. The product description will show any expected availability dates, otherwise we would suggest checking the reward catalogue frequently for any updates on specific items that are out of stock.
Can I order something that is not in the reward catalogue?
Your points can only be redeemed for items that are available in the reward catalogue and you cannot use your points to purchase items from stores or retail websites.
How long will my reward take to deliver?
Please check the product description for the sender email address.
Delivery timescales can vary depending on the product type and supplier, therefore we would always suggest checking the item description for this information before placing your order.
Will I have to sign for my reward?
Please check the product description for the sender email address.
What if I’m not available to sign for my reward?
If for any reason you miss the delivery of a reward that requires a signature, the courier will leave details on how to re-arrange delivery or collect the item from your local depot.
Can I check the status of my order?
You can check the status of your order in the “My Account” area of your online rewards account. When an order is first placed it will show as “Pending”. Once our supplier acknowledges your order, this will update to “Processing” and means that the supplier is checking stock and arranging the dispatch. Your order will be set to “Dispatched” as soon as the order has shipped. If tracking is provided you will also be able to see these details on the order record and will receive an email to confirm dispatch.
Why has my reward not arrived?
Please check the product description for the sender email address.
* Please note that if your order has been dispatched but we have been able to stop delivery, you will not be refunded the original delivery amount for your order.
What if my reward is faulty on arrival?
If your reward arrives faulty or damaged, please contact [email protected] with your order reference and proof of damage / fault within 24 hours of delivery. Our suppliers are only able to replace damaged or faulty rewards if we are notified within 24 hours of the delivery date and any claims made outside of this period may incur additional fees, which will be deducted from your points balance or invoiced to you directly for payment.
Please note that if your product is returned for testing and no fault is found, you may be charged for the collection and reshipment fee to send the item back out to you. Our supplier will not issue a credit for any products which are not found faulty.
What if my reward becomes faulty at a later stage?
If your reward develops a fault after 28 days of receiving, you will need to raise a claim directly with the manufacturers of the product to resolve this. Please contact [email protected] as soon as possible and our team will be happy to request a proof of purchase from our suppliers to assist you with your direct claim.
I have received the incorrect item, what can I do?
If you have received an incorrect item for your order, please contact [email protected] within 48 hours of delivery with your order reference and images of the product received. Our team will contact the relevant supplier to arrange collection and replacement of your order. We ask that you please do not open the incorrect item you have received if possible.
I’ve changed my mind; can I return my reward?
Please note that certain products are exempt from return such as personal accessories including but not limited to sunglasses and jewellery etc. Details will be provided in the product description so please make sure to check this before placing your order if in doubt.
Why has my gift card not been loaded?
Many of our gift cards are dispatched unloaded and we ask that you allow up to 24 – 48 hours from delivery for this to be activated. If, however you have tried to use your gift card after this time and have been advised by the retailer that the gift card has either a zero or incorrect balance, please contact [email protected] as soon as possible and our team can raise this with the relevant supplier.
You can also check the balance of some of the gift cards online or by calling the number provided on your gift card. If in doubt, please use these methods to check the balance on your gift card before use.
What is the M-Power Rewards Reloadable Mastercard®?
This is a reloadable card you can use to make online and in store purchases where Mastercard is accepted.
How do I order my card?
When you redeem your points, you will receive a digital token via email from [email protected] with a link to the cardholder website.
You must complete your Digital Wallet profile and choose whether to receive a virtual or physical card.
Your digital token must be redeemed within 3 months. If your token expires before manual redemption, it will be automatically redeemed for a virtual card upon expiration.
How do I reload my card?
To allow additional card loads to be successfully added to your balance, you must redeem the first digital token that was sent to you.
You must use the same email address you used when you first redeemed points for your card.
You will receive an email when your card balance has been automatically updated.
How long will my card take to arrive?
If you choose a virtual card, your card details will appear in your Digital Wallet instantly.
If you choose a physical card, your card will be posted to the address you enter. You will receive an email when your card has been shipped, and this will take 2-3 weeks to arrive. All cards, regardless of currency or location, are shipped from the USA.
Why have I not received my digital token?
Your digital token is sent from [email protected]. Check your junk and spam folders.
Once you have redeemed your initial token, any future card loads will be automatically added to your card balance, providing you have used the same email address.
What if I can’t redeem my initial digital token, or my load is not showing on my card balance?
If you have difficulties redeeming your initial digital token, or your card has not been correctly loaded, visit the cardholder website to speak to cardholder services.
You cannot transfer digital tokens across digital wallets so ensure you use the same email address each time you redeem your points.
What actions do I need to complete before being able to use my card?
You do not need to complete any verification to access your funds.
Once you have redeemed your digital token, your card will arrive activated and ready to use.
What is the maximum amount I can load to my card?
The maximum value you can load to your card is USD $30,000 / CAD $25,000.
Your card balance cannot exceed USD $50,000 / CAD $30,000.
How do I check my balance?
Call the number on the back of your card to check your balance. You can also check your card details, shipment dates, PINs, spend history and more on the cardholder website.
What should I do if I don’t recognise a transaction on my card?
Call Cardholder Services right away. Your card will be suspended, and we’ll issue you a new card for the remaining balance.
What should I do if my card is lost or stolen?
Call Cardholder Services right away. Your card will be suspended, and we’ll send you a new card for the remaining balance minus a card reissue fee.
Check your cardholder agreement for the reissue fee.
How do I change the address registered to my card?
If you have moved home and would like to update the address of your card, log into the cardholder website, use the dropdown menu “Manage Details” and choose “Manage Personal Information”.
Where can I use my card?
You can use your card online, over the phone and in store where Mastercard is accepted. You can even add it to your favorite retailer, service, or fast-food mobile apps as a payment method.
Virtual USD and CAD cards can be added to your mobile wallet.
Are there any restrictions on where I can use my card?
Your card cannot be used to pay at the pump. To purchase fuel, you must pay inside with the cashier.
Your card is not compatible with apps or services that allow you to send funds digitally to multiple merchants or people (such as Venmo, PayPal and Zelle).
Your card cannot be used to set up a direct debit payment.
How do I use my card online?
You’ll need your 16-digit card number, expiration date, security code and the address your card is registered to.
Can I travel with my card?
You can use your card where Mastercard is accepted. The front of your card will show if usage is restricted to a certain country. E.g., Valid only in the UK.
If your card doesn’t show any restrictions, it will work when you travel to a different country. If the transaction needs to be converted to a different currency, a 2% conversion fee will apply.
Can I get cash from an ATM or Bank?
Your card can be used at an ATM or bank for cash. The back of your card will list the cash access fees.
Can I add money to my card?
Your card can’t be loaded with your own money.
I returned something I purchased with my card, when will the credit show?
Even after you’ve spent the card, keep it until you know you won’t be returning any purchases. Once the retailer processes the return, allow 7-10 days for the credit to show on your card balance.
What happens when my card expires?
Your card will expire, so pay close attention to the expiration date. Your card can be used until the last day of the month it expires. You can't use the funds after expiration.
If you are eligible for an automatic replacement card, you will receive a new card in the post.
If you do not automatically receive a replacement card, call Cardholder Services.
Can’t find the answer to your question?
Check the product description for more useful information.
Visit the cardholder website to access additional FAQs.
Contact Cardholder Support if required.
CAD - ENGLISH
Use your card at millions of locations worldwide, everywhere you see the Mastercard Acceptance Mark. Issued by Peoples Trust Company pursuant to licence by Mastercard International Incorporated. Mastercard is a registered trademark, and the circles design is a trademark of Mastercard International Incorporated. See included Cardholder Agreement for terms and conditions, fees, and disclosures.
CAD - FRENCH
Utilisez votre carte à des millions d’endroits dans le monde entier, partout où vous voyez la marque Mastercard. Émise par la Compagnie de Fiducie Peoples conformément à la licence par Mastercard International Incorporated. Mastercard est une marque déposée et le concept de cercles est une marque de commerce de Mastercard International Incorporated. Voir l’accord du titulaire de carte ci-incluse pour les conditions, les frais et les divulgations.
USD INTL
Use your card anywhere Mastercard is accepted. This card is issued by The Bancorp Bank, N.A., pursuant to license by Mastercard International. Mastercard and the circles design are registered trademarks of Mastercard International Incorporated. The Bancorp Bank, N.A.; Member FDIC. This is not a gift card. This card is issued for loyalty, award or promotional purposes.
Additional delivery fees
Corrections to addresses – If you have placed your order and have noticed that your delivery address was entered incorrectly, please contact [email protected] as soon as possible with your order number and correct delivery address so that our team can raise this with the relevant supplier. If your order could not be cancelled before the address has been updated, there may be additional delivery fees incurred to reship your order to the correct address. Please contact [email protected] for more information.
Country errors – If you have requested an order to be shipped to a delivery address which is different from the country registered to your account, you may be charged for the additional shipment fee which will either be deducted from your points balance or invoiced to you directly for payment. If these fees cannot be covered then we may ultimately have to cancel your order and refund you the points.
Could not be delivered – If your order could not be delivered to your specified address and this has been returned to our supplier, you may be charged for a restocking and reshipment fee which will either be deducted from your points balance or invoiced to you directly for payment.
Customs fees – Where possible customs fees are directed back to our suppliers, however if there is an occasion where customs fees are required on delivery, please contact [email protected] as soon as possible and a member of our team will be able to advise you further.