Rakuten - Account locking issues

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Nov 7th, 2022 11:45 am

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Jul 25th, 2021 9:56 am

exiles2021 [OP]: Jr. Member; Dec 11, 2013; 154 posts; 170 upvotes; Windsor, ON

Jul 25th, 2021 9:56 am

Rakuten - Account locking issues

Apologize is there is a thread on this - I tried to search and couldn’t find something that was obvious and related to this issue.

I’ve recently had my Rakuten account “locked up” if you want to call it that. I’ve started using it and taking advantage of the deals on RFD and we’ve had a lot of one time purchases that got me over $300 in my Rakuten account.

They finally getting a reply from them, they stated:

Hello,

Our system has detected high shopping activity on your account. Rakuten does not prohibit re-sellers or high volume purchasers from using our service. However, we need to put a note in your account, so that we can process your payments in a timely fashion and avoid another hold being placed on your account.

If you are purchasing for a business or have an online store, please provide the name and/or the URL for the store.

If you sell the products in online market places like Amazon, Sears Marketplace, eBay or others, please provide the URL to your store front and your store name.

If you are not in the retail business, please let us know the purpose of the high scale purchasing.

Once we are able to verify this information, we can add notes to your account.

Lastly, please be aware that each store has Cash Back Terms and some may have a high volume/re-seller restriction. We ask that you adhere to these special terms or exclusions. If you have any questions or concerns about a particular store, please let us know.

I’ve replied with the situation and have followed up for a week with additional emails and still no replies.

Have others had this issue? If so how did you resolve it and any tips that can help me out?

TIA

12 replies

Jul 25th, 2021 1:24 pm

DaVibe: Deal Expert; Nov 16, 2004; 25270 posts; 13515 upvotes; Toronto

Jul 25th, 2021 1:24 pm

Haha wow congrats. Nope, haven't heard of that one.
I guess it's because you've hit it SO quickly? Let us know how it goes

That IS a large amount in a short period of time (if you haven't been on long). That's likely tens of thousands of dollars, or it's suppose to be (various bonuses might change that amount).

RedFlagDeals Addict - 2008 Nominee for Most Helpful User
Wash your car at Petro-Canada? Think again! Car damaged and nobody cares

+1

Jul 25th, 2021 8:29 pm

exiles2021 [OP]: Jr. Member; Dec 11, 2013; 154 posts; 170 upvotes; Windsor, ON

Jul 25th, 2021 8:29 pm

DaVibe wrote: ↑ Haha wow congrats. Nope, haven't heard of that one.
I guess it's because you've hit it SO quickly? Let us know how it goes

That IS a large amount in a short period of time (if you haven't been on long). That's likely tens of thousands of dollars, or it's suppose to be (various bonuses might change that amount).

Will do!

Was definitely not 10s of thousands of dollars spent lol. It was under $10k on all the purchases - probably around $7k if I remember correctly. Ones I recall that were larger were a couple Dell purchases with bonus cash back which make up about half of the amount in the Rakuten balance. Then other random bonus events form Adidas, UA, Old Navy/Gap, etc.

Jul 25th, 2021 8:54 pm

aaron158: Deal Addict; Nov 25, 2004; 4162 posts; 2982 upvotes; London

Jul 25th, 2021 8:54 pm

back when they were called ebates they use to have a live chat for support do they still have that?

+1

Jul 26th, 2021 9:24 pm

exiles2021 [OP]: Jr. Member; Dec 11, 2013; 154 posts; 170 upvotes; Windsor, ON

Jul 26th, 2021 9:24 pm

aaron158 wrote: ↑ back when they were called ebates they use to have a live chat for support do they still have that?

I did get on live support but they just sent an inquiry to a different department that sent me that email. Still haven’t heard back even though I’ve emailed them 3 times now

Jul 26th, 2021 9:32 pm

aaron158: Deal Addict; Nov 25, 2004; 4162 posts; 2982 upvotes; London

Jul 26th, 2021 9:32 pm

SteveM211 wrote: ↑ I did get on live support but they just sent an inquiry to a different department that sent me that email. Still haven’t heard back even though I’ve emailed them 3 times now

they got a D rating on the bbb https://www.bbb.org/ca/on/north-york/pr ... complaints so i mean that tells u alot about there c/s

+1

Jul 26th, 2021 11:20 pm

seaker: Member; Nov 15, 2008; 449 posts; 185 upvotes; Vancouver

Jul 26th, 2021 11:20 pm

Have you considered using TopCashBack moving forward? I rarely use Rakuten anymore, with the exception of Etsy purchases because it seems Rakuten.CA is about the only cashback provider for Etsy these days.

+1

Jul 27th, 2021 8:55 pm

exiles2021 [OP]: Jr. Member; Dec 11, 2013; 154 posts; 170 upvotes; Windsor, ON

Jul 27th, 2021 8:55 pm

aaron158 wrote: ↑ they got a D rating on the bbb https://www.bbb.org/ca/on/north-york/pr ... complaints so i mean that tells u alot about there c/s

Unfortunately it doesn’t surprise me based on this experience so far. Also can’t even find a phone # for them to try and call support so I’ll just have to continue to email every few days until maybe I get a response.

seaker wrote: ↑ Have you considered using TopCashBack moving forward? I rarely use Rakuten anymore, with the exception of Etsy purchases because it seems Rakuten.CA is about the only cashback provider for Etsy these days.

Hadn’t heard of them TBH. Ive only been more active with RFD and these cash back places but will give them a look. I don’t do a lot on Etsy so that shouldn’t impact me too much. Thanks for the info!

Jul 27th, 2021 9:14 pm

jjesskaka: Deal Addict; Oct 9, 2011; 1243 posts; 611 upvotes

Jul 27th, 2021 9:14 pm

I had my account locked before for a different reason. they suspct me having multiple accounts but it was a family member with same last name, address and that account had been inactive for years. I had about $100 cashback at the time (after a big purchase), after a few email explaining, they unlocked my account after about a month.

I also used topcashback, but I think rakuten has the best customer service. I had cashback pending at topcashback for as long as 6 months, customer service basically just said merchant hasn't pay them yet... whereas rakuten, I get 100% of the missing cashback after submitting a claim, always paid on time

Aug 5th, 2021 9:09 pm

exiles2021 [OP]: Jr. Member; Dec 11, 2013; 154 posts; 170 upvotes; Windsor, ON

Aug 5th, 2021 9:09 pm

Update for those that are interested:

Put in a 2nd request after 5 attempts on the original ticket went no where.

Got the same token response and sent the exact same reply but in under 24 hours got a reply back. I had to provide copies of invoices/shipping notifications for 4 transactions that were being disputed as i used different email addresses than the one on my Rakuten account for the purchase (note - that part doesn’t make sense as use Apple ID to sign in and don’t provide my actual email to Rakuten..). I sent those in and within hours my account active again however the CB balance dropped about $60-70. I’m assuming they are taking those off the account or possibly still verifying but at least I haven’t lost out on the balance in there.

Oct 4th, 2021 10:07 am

redflagtest123: Newbie; May 24, 2020; 4 posts

Oct 4th, 2021 10:07 am

My account recently got terminated and I was wondering if there was anything I could do and If i will get the cash back that is remaining in the account (around $2k).

Jan 18th, 2022 6:20 am

Pharmer: Deal Addict; Jan 9, 2014; 1117 posts; 715 upvotes; Toronto

Jan 18th, 2022 6:20 am

redflagtest123 wrote: ↑ My account recently got terminated and I was wondering if there was anything I could do and If i will get the cash back that is remaining in the account (around $2k).

how did you know your account was terminated? as in deactivated? and any update on what happened to it now?

Nov 7th, 2022 11:45 am

zackaroli: Sr. Member; Sep 16, 2011; 849 posts; 1375 upvotes; LONDON

Nov 7th, 2022 11:45 am

Just curious, any update on what happened? I cannot login to my account anymore which I had for +2 years. I did some shopping during back to school, they sent me an email and I explained to them that I am not a reseller, I actually just purchased from 1 retailer (Lenovo)

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