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Do I qualify to receive a link for Play & Win?
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 * This game is exclusively for signed up WRewards members, please make sure we
   have your latest contact details.
 * If you are only signed up for newsletters or an online profile, then you will
   not be eligible to play. To sign up for WRewards, click here
 * If you are new to WRewards, you qualify for the Welcome to WRewards Play &
   Win game.
 * You must have already been a WRewards member at least 2 weeks before the game
   went live to qualify for any of our Play & Win campaigns.
 * If you signed up for WRewards during the week of the campaign you will not be
   part of that week’s Play & Win. You will only receive the Welcome to WRewards
   Play & Win game.
 * You must be "opted in" to receive email comms from Woolworths. To do so,
   update your details here
 * You must have a valid SA ID number.
 * Some of the Play & Win campaigns require you to meet certain-campaign
   specific criteria in order to qualify to play. Check campaign game Ts & Cs to
   see if you qualify for the campaign you are querying.

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I qualify for Play & Win but I have not received an email
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 * Make sure you are looking for the email in the inbox of the email address
   that is linked to your Woolies profile.
 * Check your spam folder. Our emails might be waiting for you there. If you do
   find it in the spam folder, please add the Woolworths email address to your
   senders list so that our email always gets to you.
 * We have been experiencing some issues with our mailers not reaching our
   Hotmail customers and the domain blocking our comms to you. Please add the
   Woolworths email address to your safe senders list so that our email always
   gets to you.
 * If the campaign is running for more than 1 week then you'll access the game
   using the previous week’s email game link.

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Why is my game link not working?
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 * Because there are thousands of customers playing at the same time, it is
   possible for the site to have timed out. Try again in 30 min. to 1 hour.
 * Are you playing within the time frame of the game? Please refer to the
   original email sent to you with the link to see the start and end dates of
   the game. They vary for each campaign.
 * Links cannot be forwarded.
 * Once you open the link, you have 48 hours to play, after 48 hours the link
   will be inactive.
 * If you are experiencing problems with loading the game, then you need to
   press Ctrl F5 to clear the cache.

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Why is my game already showing me a selected tile?
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 * You can only play the game once a week. It’s showing you the game you have
   already played.
 * The new week’s game isn’t live yet.
 * Game links cannot be forwarded. Links are linked to your profile so if they
   are forwarded, whoever plays on that link will play for your profile.

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My link takes me to a ‘Gameover’ screen?
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 * If the campaign is valid for more than 1 week then the new week’s game isn’t
   live yet. Check the time frames of the game on your link email and play when
   the game is live again.
 * If the game is only valid for 1 week then you are playing outside of the
   game’s time frames. Games close at 5 pm on Friday during the campaign period.
 * If you are playing within the time frame, then it might be a glitch. Wait 1
   hour then try again.
 * Make sure you are playing from an original link, as links cannot be
   forwarded.

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Why haven’t I received my congratulations email?
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 * Please note that there could be delays in your congratulations email getting
   to you. Hence we ask you to wait at least 72 hours for your congratulations
   email. We don’t want you to miss out on your prize!
 * Make sure that you are looking for your congratulations email on the same
   email address you played the link from.
 * Please know that links cannot be forwarded, if you played from a forwarded
   link, the congratulations mailer was sent to that customer’s email address as
   the game is linked to their profile.
 * Check the spam folder for the congratulations email. If we are not in your
   safe senders list please add us so that our future emails reach you.
 * Make sure your game play was successful by visiting the site again to see if
   your prize is highlighted.

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I have received the wrong prize in my congratulations email.
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 * Please check the gameboard to see if the 2 prizes are the same. If not,
   please take a screenshot of your game play and save your congratulations
   email. You might need this when the team is assisting you with the query. Log
   a query below.

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Why is my voucher not appearing on my app?
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 * Please make sure that the profile you signed into on the app is the same
   email address as the one linked to your WRewards profile and the one you
   received your game link on.
 * Please make sure you have updated your app.

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I won a prize/gift card/cash and did not receive it yet
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 * Did you complete the delivery instructions as part of the game? If yes then
   we will courier your prize to you within 21 working days.
 * Gift cards will be sent via SMS to the cell number you have signed up on.
 * Cash, once you have submitted the correct documents we've requested, it will
   take 21 working days to transfer the cash into your bank account.

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My issue is not mentioned above
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Click here to log a query