Perkup

PerkUp Help Center

When you register for PerkUp, your card is inactive by default. It may also be unavailable in certain countries, so you might not find it on the site. 

If your card is inactive, it will appear like this:

You can check your available and rewards balances in the left-right corner by clicking "Rewards." Your card will be temporarily inactive if it says $0 or you have zero active rewards.

If your organization no longer employs you, you may be removed from the PerkUp account, and your card will be inactive or canceled. 

While creating your account, you may have created an organization in PerkUp. Try switching your organization to drop into your company's primary PerkUp account. 

If you see none of the seasons apply to you after reviewing the cases above, please contact our support team using the blue chat in the bottom left corner so we can help activate your card. 

Learn what PerkUp card statuses mean and understand why your card may be “inactive”.

Why is my Perk card inactive?

Why is my Perk card inactive

You can check the specific reason for the decline on the 

There are a few reasons why your transactions might have been declined. You can check the specific reason that your transaction was declined by clicking it on the 

Below, we break down some of the most common decline reasons and what each of them means.

The approved amount is not enough to fund the reward"

In this case, you have funds that are approved for that merchant but not enough. This is likely because you have a reward that been restricted on how it can be spent. You can see whether a specific reward has been restricted by clicking it in your 

Let's say you have 2 rewards in your account. Reward #1 has been approved for all categories, whereas Reward #2 has 

only been approved for the food category.

If you were to attempt a transaction on Amazon for $35, it would be declined because only $20 has been approved to be spent on Amazon. The other $20 can only be spend on food-related merchants, such as DoorDash or Chipotle. In this example, you would see the decline reason, 

"The approved amount is not enough to fund the reward",

 because you have $20 that is approved for Amazon, but that's not enough to complete the transaction. 

"This merchant is not approved for any of your rewards"

This means the merchant has not been approved under any of your rewards. Occasionally, a reward you are sent may be restricted for specific categories only. You can see whether a specific reward has been restricted by clicking it in your 

Let's say you have a $20 reward that has been approved for 

. If you attempt a $15 transaction at a bookstore, the transaction will be declined and the reason will read 

"This merchant is not approved for any of your rewards" 

because the $20 you have available can only be spent at food-related merchants like DoorDash or Chipotle.

"The account balance is not enough to fund the program"

This means your organization has run out of funds inside of PerkUp. If this happens, please contact your company's PerkUp admin. Once your organization's balance has been topped up, you can try processing the transaction again.

"Your account has not been activated or is no longer active"

If your PerkUp account has been deactivated, your Perk Card will be made inactive, and subsequent transactions will be declined.

If your company is no longer using PerkUp, your Perk Card will be made inactive, and subsequent transactions will be declined.

Some, although very few, merchants have been banned in our system. In order to ensure your account remains secure, we have banned merchants deemed to present high risks of fraudulent activity.

Once you've reviewed the transaction in your account, if you think the decline was incorrect, and that the transaction should have been approved, please contact our support team and 

include the Transaction ID in your message

Find out why your transaction was declined.

Why was my transaction declined?

Your billing address is the one associated with your PerkUp card and allows for online purchases to be successfully made. 

When deciding which billing address to use, it is mainly a matter of preference! 

Since your Perk Card is provided through your organization, you can use your company’s address or you can set your personal address. We recommend choosing whichever address will be most convenient during online checkouts.

Here’s how to adjust your billing address in PerkUp: 

 page in the top right corner of your PerkUp account: 

2. You will notice the billing address under your name and display currency: 

3. Click “Edit” to change your billing address and “Save” to confirm the selection:

Please reach out to our Customer Support team if you have any further questions about your billing address. 

Find out which billing address is right for you in your PerkUp account!

What billing address should I use?

How to Handle Unrecognized Transactions on Your Account

If you notice a transaction on your account that you don’t recognize or where the amount is incorrect, it’s important to act quickly to protect your funds and resolve the issue as soon as possible. Please immediately contact our Customer Support team.

1. Transactions with Incorrect Amounts or Missing Refunds

If you identify a transaction where you participated but the amount charged is incorrect, or if you were expecting a refund that hasn’t arrived, we ask that you provide the following information to help us assist you:

 This could be a receipt, invoice, or purchase confirmation.

 A screenshot showing the transaction details will suffice if the transaction was made via an app or wallet.

 Refunds can take up to 10 business days to process and reflect in your account. Please wait for this period before contacting us. If this time has passed and you still haven’t received your refund, contact our customer support team so we can investigate and resolve the issue.

If you find a transaction on your account that you don’t recognize and haven’t authorized, it’s crucial to report this as soon as possible. We recommend the following steps:

 Ensure it’s not a charge related to a subscription or service you might have forgotten.

 Report the transaction to our support team so we can investigate it. In these cases, we will deactivate your previous card and issue a new one for security. 

We understand that situations like this can be stressful, and we will do everything possible to resolve them as quickly as possible. However, it’s important to note that sometimes, the payment processor may take up to 90 days to investigate and resolve the claim.

We appreciate your patience during this process and will keep you informed of any updates.

Remember, we’re here to help. If you have any further questions or need assistance, don’t hesitate to contact us. We are committed to ensuring your experience with us is safe and satisfactory.

Learn how to navigate an unauthorized transaction on PerkUp.

Troubleshooting & Security

Why is my Perk card inactive

Why was my transaction declined?

What billing address should I use?

Unauthorized transactions