What should I do if my Pampers balance or rewards have disappeared?

If your balance or rewards are missing, it is likely because you have inadvertently logged into a different or newly created account. Your account history and points remain safe during app updates, so verifying all possible login emails is the best way to recover your data.

Note: This does not cover points that have expired due to 12 months of account inactivity.

Step 1 - Verify Your Login Details

1. Check Alternative Emails: Identify any other email addresses you may have used to register in the past, including work or old personal accounts.

2. Check for Apple Relay: If you use "Sign in with Apple," check your phone settings for a private relay address that may have been assigned to your account.

3. Log Out and Switch: Tap the profile icon to log out, then log back in using the alternative email addresses you identified.

Step 2 - Contact Support for Recovery

1. If switching accounts does not resolve the issue, please contact us directly.

2. Provide our advisors with a list of all possible email addresses you might have used to register.

3. Our team will investigate your account history to find your original profile and restore your rewards as quickly as possible.

Could an app update have deleted my points?
No, your points are stored securely on our servers and are not deleted during app updates. If your balance appears as zero after an update, it usually means the app requires you to log back into your original account.

1. Points are linked to your unique email ID, not the app version.

2. Updates may occasionally log you out for security, requiring a fresh sign-in.

3. If you accidentally selected "Sign Up" instead of "Log In," a duplicate empty account may have been created.