£60 reward card not received

[moftin]

Unfortunately, like many other people, I've also not received my reward card.

I've had a few emails from btcomms@info.bt.com - one on the 27th October 2025 which confirmed that I had started the reward claim, and then another on 14th November saying that the reward card will be 'with you soon'. Tracking the reward claim just takes me to the bt homepage and emails to purecard and bt have been unsuccessful as they say they can't seem me on the system, and there doesn't appear to be a way to restart the claim.

Any help with this would be appreciated! Thank you

[Peter_W]

Welcome back to the Community, @moftin.

Just to be sure, what date did your service originally activate?

Also have you paid three bills since joining us?

Peter

[moftin]

Thank you @Peter_W.

The service was activated on 30th October.

I've actually only paid two bills so far. Apologies - I wasn't aware of the possible need to have paid three bills, so that could explain why I haven't received it.

I'll keep a lookout over the coming weeks and can update accordingly.

Tim

[Peter_W]

My apologies, @moftin. 

I think I got my wires crossed with a different promotion there.

I'm going to pop you over a private message so we can take a closer look into this.

Peter