Frequently Asked Questions
How do I participate in this promotion?
Purchase a qualifying SIM free Pixel 4 or Pixel 4 XL between 4th March and 31st March from a qualifying retailer to be eligible for this promotion.
Submit your claim within 30 days from purchase, as per the Terms and Conditions..
How many times can I participate in this promotion?
A maximum of two (2) claims are permitted per household during the promotional period.
How do I know if my Pixel device is eligible for the promotion?
All SIM free Pixel 4 or Pixel 4 XL handsets purchased from a qualifying retailer between 4th March and 31st March 2020 are eligible for this offer.
How do I prepare my proof of sale to upload during the claim process?
Physical Copy / In Store Purchase:
If you have a scanner, scan your proof of sale and save to your computer ready to upload.
If you do not have a scanner, take a picture with your mobile phone, digital camera or tablet, and transfer the image to your computer so that you can upload it during enrolment. Alternatively, if you complete the enrolment on your mobile or tablet you can upload the image of your receipt from your device’s photo library.
Digital Copy /Online Purchases:
Save your proof of sale to your computer ready to upload.
If enrolling from a tablet or mobile, take a screenshot of the proof of sale and upload it to the enrolment form from your photo library.
General Requirements for documents uploaded:
When scanning or taking a picture please ensure all the required details are clearly visible. Blurred or unclear proof of sale may invalidate your enrolment.
Uploaded documents must be in PDF or JPEG image format. Maximum size of each document upload is 10MB.
If required you can upload multiple documents, simply select the files one at a time and click upload during the enrolment process.
Why is my purchase date not selectable in the claim form?
This is likely to be for one of the following reasons:
- You have missed the claim window for this promotion
- Your purchase date is outside the promotional period
- You are too late to claim for this promotion
Claims for this promotion must be submitted within 30 days from purchasing your new Pixel, as detailed in the Terms and Conditions of the promotion.
How do I upload my proof of sale?
Prepare your documents for upload and then during the claim process follow these steps:
To upload the document(s) select ‘Choose File’, then locate the file that you want to upload and click ‘Open’. The name of the document selected will be displayed on the web page, check this is the correct document then select ‘Upload’.
If you need to add more documents repeat this process. The documents will be listed as you add them. If the wrong document was selected simply remove them by using the delete button (indicated by the Bin icon). Once all documents are loaded select next.
I have just submitted a claim, what happens next?
Your details will be checked by one of our agents and the status of your claim will be emailed to you within 2 working days. We will keep you up to date on your claim's status via email, but you can also use the ‘Track my claim’ function at the bottom of this webpage. If you are still require help with your claim, please contact us via our Support page.
I have submitted a claim but have not received any further updates, what should I do?
Please check the email account you provided during the claim form for emails related to this promotion. Ensure you check your junk or spam email folder.
I have received a missing information email, what does this mean and what do I have to provide?
The email we have sent you should detail exactly what missing information is required for us to be able to process your claim. We will then ask you to provide these missing details to us, so that we can review your claim again for you.
Common reasons for Missing Information:
- Proof of sale was not legible
- Proof of sale did not show the date of purchase, qualifying model purchased or the retailer name/logo
- An incorrect document was uploaded and not a proof of sale
Why have I not received my reward?
If you have received an email to confirm approval of reward, please check the following:
- Refer to the Terms and Conditions of the promotion for reward timeframes
- Check your emails for any updates and general details about the reward that you are expecting
- If you still have not received your reward or any updates regarding its processing, please contact us here
I have missed the timeframe to submit a claim for this promotion, can I still take part?
We must receive all claims within 30 days from the date of purchase. Unfortunately no claims can be accepted outside of this timeframe, as per the Terms and Conditions.
How long will it take to receive my reward?
We aim to process your reward within 30 days of your claim being validated.
Contact Us Form
If you have any problems or questions related to this promotion, our customer service team will be happy to help.
By Telephone: 03452160087
Lines are open Monday to Friday, 9am to 5pm (excluding bank holidays). Calls will be charged at local call rates from landlines only.