Frequently asked questions
Here are a few things we thought you’d like to know. If you still can’t find what you’re looking for, feel free to contact us.
How do I know if I’m eligible for a BT Reward Card?
Once you’ve purchased a qualifying package with BT, we’ll send you an email within 5 working days with instructions on how to claim your BT Reward Card. This offer is only available to customers ordering BT Broadband/BT Superfast Fibre on bt.com during a promotional period.
How do I claim my Reward Card?
You will be sent an email within 5 working days of your purchase explaining how to claim your card. You will be directed to our dedicated website to enter your BT Order Number and Claim Code, which will be in the email and SMS, to complete the claim process. You must claim within 90 days of your purchase date.
If I don’t receive my claim email or SMS who do I contact?
If you haven’t received your claim email or SMS within 5 working days of your purchase date, please contact our customer service team on 0330 123 3474^ or email claimhelp@btreward.com
What happens after I claim?
Once you have claimed for your card, you should receive it through the post within 30 days of your connection date. You will need to activate your card within 3 months of the issue date.
When will I receive my BT Reward Card?
Provided you have claimed online, you should receive your BT Reward Card via post within 30 days of your connection date, as long as you are still connected to BT Broadband/BT Superfast Fibre.
Can my BT Reward Card be sent to a different address?
No, your card can only be sent to the address that your BT Broadband/BT Superfast Fibre is installed to. The card will also be in the same name as the registered account holder for your BT Broadband/BT Superfast Fibre.
Can I use my BT Reward Card straight away?
Once your card arrives, you will need to activate it online. Your PIN will be provided to you at the end of the activation process.
How do I activate my card?
Go to bt.purecard.com on the reverse of your card and follow the on-screen instructions. Login to your account to get your PIN.
How long do I have to activate my card?
You will need to make sure the card is activated within 3 months of the issue date. If it is not activated within this time, you will no longer have access to the funds. You can start using the card once you have activated and retrieved your PIN. Please click here for full Cardholder Terms and Conditions
If I don’t receive my BT Reward Card or my card doesn’t work who do I contact?
If you have claimed online and your card hasn’t arrived within 30 days of your first broadband bill payment — or your card doesn’t work — please contact Cardholder services on 0344 879 1068^ or email bt@purecard.com
How long do I have to spend the funds on my BT Reward Card?
Once the card has been activated funds are available to spend up to the expiry date stated on the front of the card (12 months from issuance).
What happens if I don't spend the funds before my card expires?
The funds are available up to the expiry date stated on the front of the card. Once the card expires, any remaining funds on the card will no longer be available and will revert to BT.
How long is my BT Reward Card valid for?
The card is valid until the expiry date shown on the front of the card (12 months from issuance).
Where can I spend the money on my BT Reward Card?
The card can be used in most places that accept Mastercard®. Full usage restrictions can be found in the Cardholder Terms and Conditions
^Calls to 03 numbers are charged at the same standard rate as 01 or 02 landline numbers, even when calling from a mobile