Real Rewards General FAQs

  1. I am having trouble registering/logging in, what's wrong and who can help me?

    If you are trying to register but you are getting this message (EMAIL ADDRESS IS ALREADY BEING USED), this means SuperValu have your email address already. All you need to do is

    1. Go to the log-in screen and click “Forgot Password” to create a password for your account.
    2. An email will be sent to you to create a new password. Once you create a new password, log-in as normal.
    3. Once logged in to your account a message may appear “no Real Rewards card linked yet”.
    4. Please add the Real Rewards card number on the back of your fob.
    5. Your account is now created.

    Should you have a card already on the account when you recover the password;

    1. Go to MY ACCOUNTS section on the Real Rewards website
    2. You will see a section ADD CARD
    3. Insert the Real Rewards fob number on your new card or existing card and add.
    4. Two security question will appear
    5. Once you answer these correctly the card will add to the account.

    If you are not sure what email address you used to register or if you are having any difficulties please use webchat or call the helpdesk on 0818 22 00 88 or Landline 01 9068881 during our opening hours 9.00-6.00 Monday to Friday, 9.00-6.00 on Saturday, 11.00-5.00 on Sunday.

  2.  

    Why do I need to register my key fob?

    You must register your Real Rewards Card in order to be able to receive your Real Rewards weekly Money-Off vouchers, weekly coupons and enter Scan to Win. 

  3.  

    I have an enquiry, how can I contact Real Rewards?

    You can contact the helpdesk via webchat or email help@realrewards.ie and we will get back to you in 24-hours. You can

    call 0818 22 00 88 or Landline 01 9068881 during our opening hours 9.00-6.00 Monday to Friday, 9.00-6.00 on Saturday, 11.00-5.00 on Sunday. Please note when call volumes are high we advise all shoppers were possible to use Webchat or Email

    You can also go to the Customer Service desk in your local SuperValu store.

  4.  

    How do I access my account details?

    You can update your details by logging into your Real Rewards account online via SuperValu.ie, via the Real Rewards App, at the Customer Service desk in store or via the helpdesk on 0818 22 00 88 or Landline 01 9068881.

  5.  

    My Real Rewards card is lost, stolen or damaged. How can I get a replacement?

    If you have the Real Reward App, you need not worry as your card is digital and a replacement is not required.

    If you wish to have a physical card simply pick up a new card instore and you simply:

          1. Login to SuperValu.ie to your online account
          2. Click on my account
          3. Add new card
  6. Will Self Scanners recognise a Real Rewards fob from another store?

    Yes, now you can use your Real Rewards card in any SuperValu and the Real Rewards Card will work at the till and on Self Scanners.

     

  7. What happens to my points? Do I still get Money Back vouchers?

    From May 19th customers will no longer collect points on purchases in store/online or with our Partners. Points collected between 3rd Feb 2022 and 18th May 2022 will be sent in Money Back vouchers in August. This will be last Money Back issue to Real Rewards members.

  8. Will I still get Money Back Vouchers at the same time of year?

    Customers will no longer collect points and Money Back Vouchers will not be sent after August 2022.

  9. I used to get my vouchers in the post, will I still get them in the post?

    Customers who download the Real Rewards App will get weekly Money- Off vouchers on the app. Those who do not download the app will get vouchers from time to time delivered via voucher at till, SMS and via the post.

  10. Will there be Money Back vouchers at Christmas 2022?

    The final Money Back Vouchers will be issued in August 2022.

  11. When do I get my points?

    From May 19th you will no longer collect points on purchases in store or online or with Partners. Points collected between 3rd Feb 2022 and 18th May 2022 will be sent in Money Back vouchers in August 2022.

  12. Do I need a new app/is my existing app ok?

    Customer will not need to download a new app, they should however ensure that their app is updated to the latest version via itunes/playstore.  Some customers apps may not update automatically. 

  13. I have receipts from transactions before 18th May can I get the points added on to my account?

    Yes, you can add points onto your account for transactions prior to May 19th but this must be done before June 15th! This can be completed by sending the receipt to the helpdesk by email (Help@realrewards.ie) or Webchat. Receipt’s received after that date will not be applied.

  14. Do I need to keep scanning my card/app if I don’t get points anymore?

    It is important that customers continue to scan their Real Rewards card/App every time they shop to get weekly Money-Off vouchers and weekly coupons from Real Rewards. Customers also have an opportunity to win prizes every month in store and nationally each time they scan their Real Reward card/app. One scan is equals one chance to win!

Real Rewards App FAQs

  1. What do I get in the App?

    It’s a virtual card so you can access your card number and all your vouchers and coupons when you need them. You can use the app to manage your account and edit your account details. Scan your App to enter our Monthly Scan to Win Prize Draws

  2. Does the app cost anything?

    No, the app is free to download and free to own.

  3. How do I log in to the app?

    You can log in with your email or Real Rewards card number. You’ll also need to enter your password. You may belong to one of the following 3 categories,

    1) a Real Rewards member who has never registered online with SuperValu,

    2) a registered member who frequently goes online, and

    3) a registered member who has forgotten their password. Please see the following log in instructions;

    For a Real Rewards member who has never registered online, then you will have to register using your name, email, Real Rewards Card number and create a password.

    For a Real Rewards member who is already registered and active on the web can simple “Login” to the app, either with their “Email and Password” or they can use their “Card Number and Password”.

    For a Real Rewards member who is already registered but has forgotten their password, ‘Forgot Password” path in the login page.

  4. I am having difficulties registering on the app. What can I do?

    The Real Rewards App is connected to your online Real Rewards account and the details you would have provided us when signing up. If you have already registered a Real Rewards account you must use the same email address and password to login to the App.

    If the App is not accepting your details please call the Customer Helpdesk on 0818 22 00 88 or Landline 01 9068881 during our opening hours 9.00-6.00 Monday to Friday, 9.00-6.00 on Saturday, 11.00-5.00 on Sunday.

  5. I am having difficulties logging in to the app. What can I do?

    Please try to reset your password and log-in with the new password. If this does not work please call the Customer Helpdesk on 0818 22 00 88 or Landline 01 9068881 during our opening hours 9.00-6.00 Monday to Friday, 9.00-6.00 on Saturday, 11.00-5.00 on Sunday.

  6. I am having trouble registering/logging in, what's wrong and who can help me?

    If you are trying to register but you are getting this message (EMAIL ADDRESS IS ALREADY BEING USED), this means Supervalu have your email address already. All you need to do is;

      1. go to the log-in screen and click “Forgot Password” to create a password for your account.
      2. An email will be sent to you to create a new password. Once you create a new password, log-in as normal.
      3. Once logged in to your account a message may appear “no Real Rewards card linked yet”.
      4. Please add the Real Rewards card number on the back of your Real Rewards Card.
      5. Your account is now created.

    Should you have a card already on the account when you recover the password.

      1. Go to MY ACCOUNTS section on the Real Rewards website.
      2. You will see a section ADD CARD.
      3. Insert the Real Rewards Real Rewards Card number on your new card or existing card and add.
      4. Two security question will appear.
      5. Once you answer these correctly the card will add to the account.

        If you are not sure what email address you used to register or if you are having any difficulties please use webchat or call the helpdesk on 0818 22 00 88 or Landline 01 9068881 during our opening hours 9.00-6.00 Monday to Friday, 9.00-6.00 on Saturday, 11.00-5.00 on Sunday.
  7. Is WIFI required in the store for the app to work?

    No, once you are logged in the information is cached and WIFI is not required.

  8. Can I use my phone as a Real Rewards card by swiping it in store?

    Yes, in the majority of our stores you can use your phone to scan your Real Rewards Card and vouchers. Unfortunately, due to some technical limitations, a small number of SuperValu stores cannot scan phones, however you can quote the Real Rewards card number that is displayed just underneath the barcode.

  9. How do I remove the app?

    You can uninstall it just like any other app. Should you download the app again, you won’t need to register twice. You can log-in with your registered email and password.

Scan to Win

  1. How do I enter the Scan to Win Prize draw?

    Every time you are paying for your shopping in SuperValu, simply swipe your Real Rewards app or card. Every time you scan your app/ card, you will receive 1 entry. 1 scan = 1 chance to win. All of your entries will be visible on the Real Rewards app and website. At the end of the month, the competition will close, at that point you must log into your Real Rewards account or app to answer a Test of Skill question. Once complete, this then guarantees your all of the entries you have built up are placed into the draw.

  2. How often is the Prize Draw?

    The first prize draw will begin on May 19th and will end June 30th. Going forward, all prizes draws will then be on a monthly basis e.g. July, Aug etc.

  3. How do the prizes work?

    Each month, there will be 221 local prizes, one for every SuperValu store (inc. online shopping). One customer from every store will win €100 SuperValu e-gift card. There will also be 10 national prizes to be won across all SuperValu stores, these prizes can range from retail gift vouchers, SuperValu gift cards, travel and electronic goods.

  4. Is there a limit to how many times I can enter?

    There is no limit, however, you must scan your Real Rewards app or card in store every time you shop, the more you scan, the more entries you will receive.

  5. How does the local €100 SuperValu e-gift card prize work?

    There will be a prize of €100 SuperValu e-gift card for every SuperValu store in the Republic of Ireland. One customer from every store will win a prize.

  6. Will the prizes change each month?

    The local prize of the €100 SuperValu e-gift card per store will remain as always on, the national prizes will change every month, offering customers a wide variety of choice and chance.

  7. Do I need to spend a certain amount to get an entry into prize draw?

    No, you can continue to shop as normal, scanning your Real Rewards card each time. The more you scan, the more chances you have to win.

  8. Do I need to have the Real Rewards app for participate?

    You will need to have either the Real Rewards app or have access to the Real Rewards website. The purpose of this is to submit your entries at the end of the month by answering the Test of Skill question, which then guarantees your entry. By having the Real Rewards app and access to the website, you can also view how many entries you have built up in any given month.

  9. Where can I see my how many chances I have to win?

    You will be able to see all of your entries/chances to win via the Real Rewards app or Real Rewards website – you must have access to at least one. Our call centre agents will not be able to tell you how many entries you have built up.

  10. What is the Test of Skill question?

    The Test of Skill question is a legal requirement and must be asked at point of ‘final’ entry into competition. Once you have completed this, all of your entries will be guaranteed into the draw.

  11. Will my entries count if I don’t answer the Test of Skill question?

    No, your entries will not count if the Test of Skill question is not answered so you must ensure to enter the draw at the end of each month.

  12. How will I be notified if I’ve won a prize?

    If you have won a prize, you will be contacted directly by our 3rd party agency, Sweete. They will send you prize via email (applies to vouchers, which will be sent as e-gift cards). If you win an electrical prize, Sweete will contact you in advance to confirm your correct address, they will then post/courier your prize.

  13. Will my local store know if I’ve won a prize? 

    Yes, your local store will receive a notification as winners. As part of this, they may ask you to visit the store for a photograph or to put your name on social media.

Partner FAQs

Electric Ireland FAQs

1. Why are you changing the programme? 

SuperValu Real Rewards and Electric Ireland are committed to helping members save money on their energy bills. We are planning to introduce a new and simpler way to save on your Electric Ireland bills. Keep an eye on your email as well as your Real Rewards app to be the first to know.

2. I have an Electric Ireland voucher on my account, should I use it? 

Yes, If you currently have an Electric Ireland voucher on your Real Rewards account, you will need to redeem it on the Electric Ireland Rewards website before it expires on 31st July 2022.

3. I have vouchers on my account and won’t be able to use them by 31st July, what should I do? 

Please call us on 0818 220 088 or email help@realrewards.ie with your Real Rewards card number along with your full name/telephone number listed on your Real Rewards account. If you have multiple vouchers on your account which cannot be used, the vouchers can be refunded in the form of points or money back vouchers, before 31st July 2022.

4. How long will I continue to earn points for? 

You will stop earning points from 19th May 2022, any points earned before this will be transferred over to your Real Rewards account.

5. I only recently linked my Electric Ireland accounts; will I still get my 250 points? Yes, if you link your Electric Ireland account before 5th May 2022, you will receive your welcome points on or before 19th May.

6. Do I need to take any action here? No, you do not need to take any action, you will automatically transfer over to the new programme upon launch.

Getaway Breaks FAQs

  1. Why are you removing points from the Getaway Breaks offer?

    SuperValu Real Rewards is committed to helping you save money on your grocery bills, as well as providing great money saving offers with our partners. We are introducing some exciting new benefits for our Real Rewards members, giving you more value, more often. Keep an eye on your email as well as your Real Rewards app to be the first to know about the new, smart and simple ways to save more with SuperValu.

  2. I booked my break in March for July – will I still get my points?

    Yes, if you have already booked a break for after 18th May, you will receive your points on the 19th May.

  3. What are the other benefits to Getaway Breaks – why should I continue to choose them?

    There is lots of benefits with Getaway Breaks, including: 20% off per hotel break, hotel breaks from only €85 per night PLUS FREE breakfast in every hotel, over 350 amazing 3, 4 & 5 star hotels and holiday homes to choose from nationwide, book now and only pay a deposit on your booking.

  4. Will the change in points affect any previous points I’ve earned?

    No, this change does not impact any previous points you have earned through Getaway Breaks.

  5. Is there any other impacts to hotels or the overall offer?

    No, there is no other changes to the Getaway Breaks programme, you will continue to be able to avail of excellent discounted hotel breaks.

  6. I have more questions, how should I call?

    If your query is in relation to the Points Ending – you can call the SuperValu helpdesk on 0818 220 088 or email help@realrewards.ie with your Real Rewards card number.

    If your query is in relation to booking a Getaway Break, please contact our Travel Experts on 0818 220 088

eShops FAQs

  1. Why are you removing the eShops programme ?

    SuperValu Real Rewards is committed to helping you save money on your grocery bills, as well as providing great money saving offers with our partners. We are introducing some exciting new benefits for our Real Rewards members, giving you more value, more often. Keep an eye on your email as well as your Real Rewards app to be the first to know about the new, smart and simple ways to save more with SuperValu.

  2. What happens to points I’m due for recent transactions – how will I get them?

    You will receive all points you have earned before the 9th June 2022. If you have a query regarding any points, you will need to submit a ticket here.

  3. Will I still be able to see the points I’ve earned and my list of recent transactions?

    You will be able to see your eShops transactions via the eShops website until 30th June 2022. After this point, the site will be inaccessible. 

     

  4. I booked a holiday last year for July 2022, will I still get my points?

    Yes, if you have already booked travel for after 5th May, you will receive your points before 9th June 2022.

  5. What happens if I make an eShops transaction on the 2nd May, will I still get my points?

    Yes, you will get all points owed to you on before 9th June.

  6. Will all my transactions be applied at once before 9th June?

    Yes – all of the points you’re owed will be sent to your eShops account in the one day, you will however, be able to see the breakdown of these points on your eShops account (until June 30th).

  7. What happens if my transaction doesn't track? 

    You will have until 14th May to tell us about any untracked transactions, you can do this by clicking here.

  8. I am missing some transactions on my eShops account, what should I do?

    You will need to raise a ticket on the eShops website, you can do this by clicking here

    I have more questions, how should I call?

    If your query is in relation to the Programme Ending – you can call the SuperValu helpdesk on 0818 220 088 or email help@realrewards.ie with your Real Rewards card number.

SuperValu Insurance FAQs

Collecting Real Rewards points with SuperValu Insurance?

SuperValu Insurance will cease issuing Real Rewards points on all Car, Home and Annual Travel policies from 28.02.22. Real Rewards points earned for policies purchased on or prior to 28.02.22 will be applied and then converted to Money Back vouchers. Money Back vouchers will be issued  from 04.04.22. SuperValu Insurance customers that purchased applicable policies late February may have their insurance points converted to Money Back vouchers in August. This is to allow the statutory cooling off period on Insurance policies as these points cannot be confirmed until March at which time the programme will have ceased. Further information in relation to the conversion of Real Rewards points to Money Back is available above under the Real Rewards FAQ section.

IMPORTANT: From 28.02.22 we will not be in a position to issue Real Rewards points retrospectively for policies already issued, where a valid Real Rewards card number was not provided at the time of purchase. Insurance customers were notified of this at the time of policy issue. Unfortunately, as the points reward facility is no longer available to us, we cannot back date the issue of points.

How will I receive my Real Rewards points?

Real Rewards points will be converted to money back vouchers from 04.04.22.  A valid Real Rewards card number and email address must be supplied to email or send you these vouchers.

If I have a query on the application of Real Rewards points or the issuing of Insurance vouchers.

If you have a query you can contact supervalu.insurance@musgrave.ie. Please provide the following:

  • Your name
  • Email
  • Policy number
  • Policy type (car/home/travel)
  • Contact number
  • Real Rewards card number

 

What do I need to know about Home/Car/Travel Insurance?

Our Insurance policy documents outline for you the significant features, benefits, limitations and exclusions of our policies. Our policy documents can be viewed online or by clicking here. Insert link [https://supervalu.ie/insurance/policydocuments]

 

Money Back Voucher FAQs

1. When will I get my Money Back vouchers?

Your final Money Back vouchers will be sent to you in the usual way in August/September. 

2. When will I get my Money Back vouchers?

Your final Money Back vouchers will be sent to you in the usual way in August. 

3. Can I convert my Money Back voucher back to points?

No they cannot be converted back into points.

4. How can I find out how much Money Back vouchers I got?

You can check your letter that has been posted to you. You can also access your vouchers on the Real Rewards App and on your Real Rewards account here. If you are due to receive €2.50/€5.00 worth of Money Back vouchers, you will receive your  Money Back voucher at the checkout when you swipe your Real Rewards card in-store.

5. Why have I not received any Money Back vouchers?

There are 4 likely reasons why you have not received Money Back vouchers:

      1. You did not have Real Rewards points or more on the 19th May 2022 to qualify for the Money Back mailing
      2. Your card may not be registered
      3. You may not have a full address on your account
      4. You may have an old address on your account

If you need to register your card or update your Postal Address you can call our customer care line 0818 220088 or Landline 01 9068881

6. What denominations do my Money Back vouchers come in?

SuperValu sends  vouchers in values starting at €2.50 to €80 depending on what points they have collected over the allocated period. Voucher denominations are solely at Musgrave Limited discretion and once issued cannot be changed.

7. How can I use my Money Back vouchers?:

When you receive the final Money Back vouchers in August 2022 you can use them to save when you you shop with SuperValu in-store or online. Vouchers cannot be used for the purchase of the following goods: Lotto and lottery tickets, phone top-up vouchers, call cards, gift vouchers, medicines, postage stamps, fuel, savings stamps, tobacco products, infant formula and alcohol products (in line with government legislation). The Real Rewards card bearing the same serial number as the Money Back Voucher must be presented when redeeming. Vouchers are redeemable online for selected SuperValu stores only.

8. What can I do if my Money Back vouchers are lost/stolen?

If you've lost the voucher you received in the post. They are available on the Real Rewards App and on your Real Rewards account here.

If you don’t have the App or can't log into your Real Rewards account, you can call our customer care line 0818 220088 or Landline 01 9068881. Note lost or stolen Money Back vouchers can only be reissued provided they have not expired or they have not been used. Copied, damaged or defaced vouchers will not be accepted.

9. Can I use Money Back vouchers on my online shop?

Yes, you can use them when you shop online with SuperValu here. Enter the 9 digit code at the checkout that you find on the voucher. The Real Rewards card bearing the same serial number as the Money Back Voucher must be presented when redeeming. To redeem this voucher either: (a) present the voucher with your Real Rewards card in-store at time of payment; or (b) when prompted, insert the online code provided overleaf when shopping on www.SuperValu.ie. Vouchers are redeemable online for selected SuperValu stores only.

10. When do the Money Back vouchers expire?

Money Back Vouchers are valid for 12 months and the validity dates are clearly stated on the voucher. A voucher can be redeemed once during this period only. 

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