Frequently Asked Questions

How many times can I participate in this promotion?

Except as otherwise required by law, this promotional offer is limited to one (1) LG Visa Prepaid Card per household.


My product is not listed as an eligible product. Does it qualify for this promotion?

We can only offer rebate on purchases of 2 or more new LG or LG STUDIO appliances listed on the Eligible Products page of this website.

For more information, see the Terms.


How do I prepare my proof of purchase to upload during the claim process?

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 invalidate 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 the time and click upload during the claim process.


How can I find my serial number?

For help with locating your product's serial number, select your appliance type from the list below:


Why can't I select my purchase date?

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

  • You have missed the claim window for this promotion (final claim date September 19th, 2020)
  • Your purchase date is outside the promotional period (this promotion runs between July 23rd and August 19th)

You can find your purchase date on your proof of purchase. Please see the terms of this promotion for more information about the promotional period.

Please contact our customer service team for additional help.


How do I upload my proof of purchase?

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 Trash icon). Once all documents are loaded select next.


I have just submitted a claim. What happens next?

Our agents will check your claim and, so long as we have all the proper information we need, validate it. We will send updates to the email address you provided when submitting your claim. If you cannot find your updates, check your spam or junk folder.

You can check on the status of your claim any time you like on the Track My Claim section of our website.

We will also send updates to the email address you provided when submitting your claim. If you can't find your updates, it's worth checking your spam or junk folder.


I have submitted a claim but I haven't received any further updates. What should I do?

We will send updates to the email address you provided when submitting your claim. If you can't find them, check your junk or spam email folder.

Alternatively, you can check the status of your claim using Track My Claim. If you are unable to find your Claim ID, get in touch.

Please contact our customer service team for additional help.


I have received a missing information email. What does this mean and what do I have to provide?

If you've received a 'missing information' email, it means your claim is currently on hold. Unfortunately, we won't be able to start processing your claim until you get the missing information to us. We will have let you know what we need in your email.

You can send us your missing information on the Track My Claim page.

Here are some common reasons why you might have received a missing information email:

  • Your proof of purchase may have been too dark or blurry for us to read
  • Your proof of purchase might not show some vital information, such as the price paid, the retailer name, or what you have bought
  • We might not be able to accept the document you uploaded as a proof of purchase
  • The serial number you entered on your claim might be incorrect

How long does it take to validate and approve my claim?

Claim validation and approval may take 8 - 10 weeks.

You can check the status of your claim anytime you like by visiting the Track My Claim page.


How do I choose a digital or physical prepaid card?

Your link to select a digital or physical card will be emailed to you within 30 days after the claim is validated and approved.


When will I get my Visa prepaid card?

Digital prepaid cards are available immediately after selecting the digital card.

Physical prepaid cards are mailed within 7-10 business days after selecting the physical card.

You can check the status of your claim anytime you like by visiting the Track My Claim page.


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: (+1) 833 900-1627

Lines are open Monday to Friday, 9am-5pm EST

Track My Claim

Track the progress of your claim by entering your Claim ID and Email Address