This error occurs when the Pampers Rewards app cannot validate the code you are providing to increase your Pampers Rewards Cash balance, most commonly because the external product barcode is being scanned instead of the internal rewards code. Our Pampers customer support experts have found that 88% of these issues are resolved by locating the unique code hidden inside the packaging for security. Using the internal code ensures that only you, as the purchaser, can benefit from the Pampers Loyalty Program.

Note: This article is specifically to help with scanning Pampers products to earn Pampers Cash; it does not cover "not recognized" errors received from retailer checkout systems when trying to use Pampers Rewards (coupons/vouchers) at a store.

Step 1 - Locate the Secure Internal Code

• To keep your Pampers Cash secure, all Pampers rewards codes are printed inside the packaging. Look on the inside of the wipes lid or the inside of the diaper bag film.

Tip: The alphanumeric PIN codes are typically 10 to 12 characters long. If the code you are looking at is shorter or much longer, it may be a manufacturing timestamp rather than your rewards code.

Step 2 - Scan or Enter the Code 

• Open the Pampers Rewards app and select the "Scan" option to use the camera, or choose manual entry.

• If typing, double-check for "look-alike" characters (e.g., the letter 'O' vs. the number '0').

Tip: Ensure you aren't scanning the vertical barcode on the outside of the box, as this is for retailer inventory only and will always result in an "Oops" message.

Step 3 - Verify if the Pack was Already Scanned

• If you aren't sure if you already processed a pack, you can check your history in the Pampers Rewards app.

• Tap on the "My History" section (found in the main menu or by tapping your balance).

• Scroll through your recent activity to see if a pack of that size/type was credited recently. Each unique code can only be used once to redeem Pampers Cash.

Step 4 - Contact Us for Further Help

• If you have followed the steps above and the error persists, use the "Contact Us" button at the bottom of the page and our experts will investigate further.

Tip: To help us resolve this quickly, please attach a clear picture of the code inside the pack you are scanning and a screenshot of the error message appearing on your screen.