Please ask installer customers to contact the helpline on info@my-rewards.co.uk direct with their queries. This is the quickest way to resolve any issues.

They can upload a maximum of 10 invoices a week.

Please allow up to 1 minute for invoices to upload and process. Submitting the same invoice multiple times may slow processing further. If your invoice has not uploaded after 3 minutes, please try again. If the problem continues, please contact support.

Ask the customer to click "Refresh" within the Process tab to update the invoice status. Invoice processing and reward calculations may take up to 1 minute.

Only qualifying THORNeco product purchases for registered installers are included in spend calculations and rewards. If you believe your totals are incorrect, please contact support with your invoice details.

Manually submitted invoices may not display full processing information within the customer results page. They can still:

• View reward progress in the Rewards tab
• View invoices in the Invoices tab

If anything appears incorrect, please contact support.

Please try:

• Uploading a clearer image
• Ensuring the full invoice is visible
• Placing the invoice on a plain background

Alternatively, you can manually enter the invoice details or contact support for assistance.

Excluded: The invoice is excluded after it was previously held due to high value or maximum sales upload

Flagged: There's an issue with the invoices, it's a duplicate or it's being held due to the limits as above

Pending: Uploading

Scanning: The system is reading and validating your invoice and calculating any qualifying rewards or entries

Extracting: Data is being received back

Validating: Data is checked against the validation rules

Mapping: Data is being checked against the matrix

Approving: The invoice is approved after it was previously held due to high value or maximum sales upload

Complete: Scanning process is finished.