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Frequently Asked Questions

Purchase a qualifying LG G8 ThinQ between April 12th and May 31st, 2019.

Following your purchase, submit your online claim between 15-90 days from your LG G8 ThinQ purchase date, as per the Terms and Conditions.

For further details on how to submit your online claim click here.

Individuals and households may claim for a maximum of four (4) Promotional Products during the Promotion. Only one claim can be made per Promotional Product purchased.
Physical Copy/In Store Purchase:

If you have a scanner, scan your proof of purchase and save to your computer ready to upload.

If you do not have a scanner, take a picture with your mobile phone, digital camera or tablet. To transfer this document to your computer you can simply send it via email or transfer via USB. If you are claiming on your tablet, upload the image from your tablet’s photo library.

Digital Copy/Online Purchases:

Print and scan as detailed under Physical Copy/ In Store Purchase.

Save your proof of purchase to your computer ready to upload.

Take a screenshot of the proof of purchase and save as PDF or JPEG to your computer. To save your proof of purchase as a JPEG, simply paste the screenshot you have taken into Microsoft Paint and save this document to your computer as a JPEG.

If claiming from a tablet, take a screenshot of the proof of purchase and upload to the claim form from your photo library.

General Requirements for documents uploaded:

When scanning or taking a picture please ensure all the required details are clearly visible. Blurred or unclear proof of purchase may delay your claim.

Uploaded documents must be in PDF document or JPEG image format. Maximum size of each document is 2MB.

If required, you can upload multiple documents. Simply select the files one at a time and click upload during the claim process.

This is likely to be for one of the following reasons:

  • You have missed the claim window for this promotion
  • Your purchase date is outside the promotional period

Please refer to your proof of purchase and the Terms and Conditions of this promotion and the claim period detailed.

Prepare your documents for upload and then during the claim process follow these steps

To upload the document(s) select ‘Choose File’, then locate the file that you want to upload and click ‘Open’. The name of the document selected will be displayed on the web page, check this is the correct document then select ‘upload’.

If you need to add more documents repeat this process. The documents will be listed as you add them. If the wrong document was selected simply remove them by using the delete button (indicated by the ‘trashcan’ icon). Once all documents are loaded select next.

Your cash back payment will be made via a prepaid Visa® card that will be sent to the address details as entered upon submission of your claim.

Your claim will be checked by one of our agents and the status of your claim will be emailed to you. We will keep you up to date on the status of your claim via email, you can also check the Claim Tracker function on this website as to the status of your claim.
Please check the email account you provided during the claim form for emails related to this promotion. Ensure you check your junk or spam email folder. Alternatively, you can use the Claim Tracker function on this website.

Please refer to the email we have sent you, it may be that the details uploaded for your proof of purchase were not sufficient to process your claim.

Common reasons for a missing information notification:

  • Proof of purchase was not legible
  • Proof of purchase did not show the price paid, products or retailer purchased from
  • An incorrect document was uploaded and not a proof of purchase
  • An order confirmation was supplied which did not show the products were purchased. In this case we ask you to provide further documents to support your claim, which could be a delivery note or invoice.
  • The IMEI number you entered on your claim is invalid
Your cash back will be issued via prepaid Visa® card within 28 days from claim validation.
You have 12 months to activate your prepaid Visa® card, starting from the date you receive it.
You will have 12 months to spend your prepaid Visa® card, starting from the date you receive it.
If you have lost or misplaced your prepaid Visa® card, please call or email our customer support as detailed below. There is a $20 fee to replace a lost or misplaced card.

If you have received an email to confirm approval of reward, please check the following:

  • Refer to the Terms and Conditions of the promotion for reward timeframes
  • If you are still unable to locate your reward, please contact us here
  • There is a $20 fee to replace a card sent to an address entered incorrectly during the claim process

To be eligible for the LG Second Year Promise program you must register your LG device at www.LGPromiseCanada.ca within the first 90 days of ownership. Your personal details along with proof of purchase and IMEI/MEID are required to register for the program.

Upon successful enrollment in the Promise program, you will receive a Registration ID. Store this ID, as you will need to provide it when submitting a claim.


Contact Us Form


If you have any problems or questions related to this promotion, our customer service team will be happy to help.

By Telephone: (833) 237-5111

Lines are open Monday - Friday, 7:00am to 7:00pm EST.

Claim Tracker

Enter your Claim ID in the search box below to track your claim’s progress