FREQUENTLY ASKED QUESTIONS
Is Swapi free?
Yes! Swapi is completely free to download and use. You can register on the app, link your loyalty cards to the wallet, earn Swapi Points™ when you shop with our partners and redeem exclusive rewards in the Marketplace.
How do I register my loyalty cards to Swapi?
Easy – you can add loyalty cards on the Swapi wallet tab by clicking on the ‘Add Card’ button where you’ll find all brands available. Scan your card or enter your account details manually and that's it!
How can I use my loyalty cards?
Say goodbye to those unused plastic cards and consolidate all your favourite loyalty programmes in one place. After you register your loyalty card, swipe away with your digital wallet for any in-store or online purchases.
How do I register my bank cards?
Go to the menu tab and click ‘Manage Payment Cards’ in the top right-hand corner. From there you can link your debit or credit card to start earning Swapi Points™ with any partner which has the ‘collect in-store’ label.
When I connect my bank cards, can you see my transactions?
No, don’t worry – all your bank data is safe and sound. We will only receive transaction information for purchases made via the Swapi app.
How do I shop?
On the Swapi app, there are two icons - a pink mouse icon and a green card icon. The pink icon means that you can shop and earn points with these brands online via the Swapi app. The green icon means that you can earn points shopping in-store or online away from the Swapi app.
What happens if I make a return?
If a return is made, your Swapi Points™ will automatically be deducted from your account by our team.
Who do I contact with queries?
If you have any app feedback or queries email email@example.com, we love hearing your feedback so we can improve the app.
How do I close my account?
We’re sorry to hear you’re thinking about leaving us – if this is your final decision please email us at firstname.lastname@example.org
What data do you collect?
How will I be contacted?
We will contact you for marketing purposes, only if you have subscribed to our marketing activity. This might be via email or push-notification.
What if a retailer I want to earn points with or see offers from in the marketplace isn’t listed?
Let us know and we’ll endeavour to get a conversation started and get them in the app – email@example.com.
Can I see the balance of each registered loyalty card?
No, you will be able to access some balances in the future as we onboard different retailers. If you wish to access specific balances, refer to your account in the brand’s site. That said, you can still use your loyalty cards for purchases via the Swapi wallet.
What are Swapi Points™?
We’ve created our own global super points programme that allows you to earn and redeem exclusive rewards within our ecosystem.
How do I earn Swapi Points™?
You can earn Swapi Points™ with every pound you spend with our brand partners – simply browse on the app as you would for your everyday shopping, select your favourite brand and get ready to shop online or in-store.
We’ve come up with another way to earn Swapi Points™ - refer a friend and you both will receive bonus points to redeem.
How quickly do I get my Swapi points after a transaction?
In most cases you should receive you points in your wallet within 15 minutes but some brands do take longer and can be up to 48 hours. If you have not received your points then please contact firstname.lastname@example.org with your order confirmation
How do I refer a friend?
It’s super easy – head to your wallet and click the ‘Refer a friend’ tile. From there, simple share the link with your loved ones.
What can I do with my Swapi Points™?
You can use your Swapi Points™ to redeem within the Marketplace where you will access a world of exclusive rewards, from gift cards and promotions to experiences and much more.
Do my Swapi Points™ expire?
No – we wouldn’t do that you! When you are part of the Swapi family, it’s a life-long bond.
What are pending points?
Pending points are Swapi points that have been earned but not yet cleared in your account - this allows for returns and refunds.
Where can I see my pending points?
Your pending balance is highlighted below your available points on your Swapi card.
When will my points be available?
It can take up to 72 hours for eligible transactions to show in your pending reward balance. To allow for returns and refunds, it takes up to 14 days to change from pending status to available.
Will I be notified when my points become available?
Yes, you will be notified via a push notification once your pending points have been cleared and can be used.
What does this mean to my current balance?
Pending points will not affect your current balance until they have been cleared.
Why are my points pending when I begin a free trial on brand subscriptions?
Your points will be pending on subscription purchases if you are on a free trial. After your first monthly outgoing, your points will be cleared and will be available to use.
How do I redeem my Swapi Points™?
You are in for a treat! Head to the Marketplace and browse our range of exclusive rewards. Check your Swapi Points™ balance to ensure you have enough for your chosen offer, then press the ‘Swap Now’ button. Once the swap is completed, your offer will show in the rewards section of your app.
Where can I see my rewards?
You can see all of your redemptions in ‘My Rewards’ area in the menu.
Why has my reward expired?
All our rewards have expiry dates. Make sure you keep an eye out for this when you’re swapping your points.
Can I change my mind after redeeming a reward?
We hope our range of rewards are too good to regret – unfortunately when a swap has been processed, we are unable to reverse this transaction.
What is Card Linking?
Card-linking is a technology that allows users to ‘link’ their credit or debit card to a merchant's program. We use this technology to track your purchases. We only track purchases so we can award you Swapi Points™ and you can then redeem in the Marketplace.
How does it work?
Transaction data is captured when customers shop with their normal payment card. That data can then be attributed to a unique customer ID, which is linked back to your Swapi account to attribute points. Simply shop in the stores as you normally would and we will add points to your account automatically, it's that simple.
Do I have to link my card to be attributed points?
No. However, we advise users to do so, as we can track your in-store, and sometimes online purchases accurately. We will then be able to associate your purchases with you.
Do you charge my card?
No, linking a card to Swapi is completely free, we do not charge your card in any way, not even a penny. Any charges we incur are not passed onto you the consumer.
Is Swapi Secure?
We work with payment provider Fidel to provide this service. Fidel is PCI Level 1 compliant, which means they have been approved by an independent Qualified Security Assessor (QSA) to safely and securely handle cardholder data during credit card transactions. The Payment Card Industry Data Security Standard (PCI DSS - 2006) is an industry-wide standard created by the five largest card networks ensure that card payment processors safely and securely accept, store, process, and transmit cardholder data. All personal information Fidel collect is stored on secure servers. Fidel ensure that the personal information they hold is protected from misuse, interference, loss, unauthorised access, modification or disclosure through various methods including access limitation, and industry-standard Secure Socket Layer (SSL) encryption technology. Security safeguards include data encryption, firewalls, and physical access controls to buildings.
In partnership with Fidel, our platform has been approved by them and also my Mastercard, Visa and Amex.
What will you do with my card Info?
We use your purchase information to calculate points to transfer into your Swapi account. We will never pass any personal details to any third parties, we do not see or store the card information, just a secure token that represents your card in order the relate your card with you and your purchases.
What if I want to remove my card?
That is perfectly fine, it just means you will no longer earn Swapi points in some of our partner stores. Simply tap on the main menu icon in the top right of the Swapi App, choose "Manage Payment Cards" and tap on the three dots which will give you the option to remove your card.
If you have more than one card registered, simply swipe through to the card you would like to remove and apply the process above. It’s that easy.
I’m interested in working with you as a brand, who can I contact?
You can book a demo and find out more at https://www.swapi.global/partners
Claiming back expired points
How can I add my expired points?
Head to your Swapi wallet and click on the ‘Expired Points’ tile. Choose the loyalty card where you have expired points from in the past six months, add how many points you have lost and a picture of your points statement.
How do I know my application for expired points has been approved?
You will receive a notification from our team stating we’ve received your submission and then another note once your points have been approved and in your wallet.
How long does it take to receive my Swapi points?
Our team are working around the clock to make sure you get your points back, we will get back to you within two weeks from your submission.
Can I upload expired points from any other brand?
Yes, we are that generous! You can upload your statement from any brand in the UK.
How many points Swapi points will get for my expired points?
The maximum number of Swapi points you can be awarded in a 6 month period is 10,000. Once we receive your application we will let you know the number of Swapi points we can award you for your expired points.