THE HCF THANK YOU APPFAQS

• Account set up and support
• HCF dollars
• Digital wallet support

How do I register for the HCF Thank You app? 
To create an account, tap ‘Register’ on the log in screen of the app, then complete all the required fields, like your first and last name, email address and create a password. You also need to confirm that you meet the age requirements and read our privacy collection notice. You’ll then receive an email asking you to enter a one-time code into the app. Once you’ve registered, you can turn on face or touch ID and complete the hobbies and interest survey so you can see offers tailored to your likes on your dashboard. 

How do I link my HCF membership? 
To access any discounts, offers and rewards, you need to link your HCF membership to the HCF Thank You app. Do this by tapping ‘Link your HCF membership’ within the pop-up screen in the app or go to your account’s dashboard. You’ll need to fill in your details and provide your HCF membership number. 

If you're not the policyholder, we’ll email them to ask them to verify you by clicking a link. Once they've verified you and your membership’s linked, you can start enjoying the wide range of discounts, offers and rewards available in the app. 

How do I reset my password?
Reset your password by tapping 'Forgot my password’ on the log in screen, then follow the prompts. You’ll receive an email to your nominated email address requesting that you click a link to confirm you’ve changed your password. Once you’ve clicked the link, you can log in using your new password.

Can I update my contact details? 
The details you’ve used in the HCF Thank You app aren’t linked to your HCF membership. If you want to update the details for your HCF membership, go to online member services or the My Membership app.

Who can access the HCF Thank You app?
Anyone can download the HCF Thank You app, though you’ll need to have an active HCF health, life or Overseas Visitors Health Insurance policy to access the rewards and discounts (excluding Ambulance Only Cover and RT Health cover).

You also don’t need to be the policyholder to enjoy the discounts, offers and rewards, however your membership’s policyholder will need to link your membership to the HCF Thank You app. To do this, log in to the app and tap ‘Link HCF membership’ in your account’s dashboard and we’ll then email them to verify your membership by clicking a link.

How do I access my digital wallet?
You can access your HCF Thank You app wallet through your main account dashboard. Within your wallet, you’ll see what you’ve saved since using the app, your HCF dollars balance, redeemable rewards and your purchase history. 

Can I delete my HCF Thank You app account?
You can delete your HCF Thank You app account by going to ‘Account security’ and tapping ‘Delete account’. Deleting your account will erase all of your data from the HCF Thank You app except for data that HCF needs to retain for its record-keeping purposes. Deletion of your data from the HCF Thank You app will take at least 120 days. HCF won't delete data collected from you outside of the app, like your membership and policy details, even if that data was also part of your HCF Thank You app account. If you have over $5 HCF dollars available in your wallet, you’ll have 120 days to redeem the balance as an HCF Digital Prepaid Mastercard, otherwise it’ll be donated to the HCF Research Foundation.

What are HCF dollars?
HCF dollars are rewards you can earn when you shop at participating retailers through the HCF Thank You app. Each HCF dollar is equivalate to $1 AUD. Once you’ve earned at least 20 HCF dollars, you can then convert them into an HCF Digital Prepaid Mastercard, an eligible retailer e-Gift card or redeem it as a credit on your HCF health cover premiums^*.

How do I earn HCF dollars? 
To earn HCF dollars, access the HCF Thank You app, select the retailer you wish to shop with, click through to their website, and shop as normal. You’ll need to access the retailer’s website from the HCF Thank You app and comply with the retailer's terms and conditions to earn HCF dollars on your purchase. 

Why’s my wallet balance showing as pending? 
Your HCF dollars are added to your pending balance within 14 days of the date that you became eligible for the HCF dollars (e.g. for travel purchases, you must complete the travel before you become eligible for HCF dollars), but it can take up to 120 days (about 4 months) from when you became eligible for it to be verified by the retailer and credited to your available rewards balance. 

Why weren’t My HCF dollars approved? 
Your HCF dollars can be rejected either in full or part for a number of reasons: 

• Your order was cancelled, exchanged, or there were amendments made post purchase. 
• Your purchase didn’t meet the retailer’s terms and conditions, including that you may have used a promotional voucher, coupon code, gift card or similar which didn’t validate.  
• The HCF Thank You app wasn’t the last website you clicked on before making your purchase, meaning you didn’t go through the HCF Thank You app to make your purchase. 

Make sure you always review the retailer’s terms and conditions for any exclusions.

When can I redeem my HCF dollars? 
Your HCF dollars will be automatically updated from 'pending' to ‘available’ in your app’s wallet once it’s been confirmed and approved by the retailer. This can take up to 120 days (about 4 months) from the date you became eligible for the HCF dollars (e.g. for travel purchases, you must complete the travel before you become eligible for HCF dollars). You can then redeem the HCF dollars once you’ve earned a minimum of 20 HCF dollars in cleared funds in your app’s wallet. 

How can I redeem my HCF dollars? 
Once you’ve earned a minimum of 20 HCF dollars in cleared funds in your app’s wallet, you can convert your HCF dollars into an HCF Digital Prepaid Mastercard, an eligible retailer e-Gift card or redeem it as credit on your HCF premiums^*. 

How can I redeem my discount? 
If you’re eligible for any discounts, they’ll automatically be applied to your purchase when you shop at participating retailers through the HCF Thank You app. To receive the discount, you’ll need to shop with a retailer within the HCF Thank You app. You won’t receive the discount if you search for a retailer on your external browser and complete a purchase there.

I can’t see my transaction
It can take up to 14 days from the date that you became eligible for the HCF dollars (e.g. for travel purchases, you must complete the travel before you become eligible for HCF dollars) for your purchase to appear in your transaction history. If the transaction isn't appearing 14 days after when you became eligible, get in touch with us and we’ll look into it for you.  

My balance is wrong 
It may take up to 14 days from the date that you became eligible for the HCF dollars (e.g. for travel purchases, you must complete the travel before you become eligible for HCF dollars) for your balance to update after making a purchase. If your balance is incorrect after 14 days from when you became eligible, get in touch with us and we’ll look into it for you. 

There’s a transaction I didn't make 
If there’s an incorrect transaction appearing in your app’s wallet, get in touch with us and we’ll look into it for you. 

I can’t redeem a reward or discount 
To redeem a reward or discount, make sure your HCF membership is linked to your account. If it’s linked and you’re having trouble making a payment or the retailer’s website times out, please close and restart the HCF Thank You app or contact us. If you’re trying to use your HCF dollars, make sure you have at least 20 HCF dollars in cleared funds in the app's digital wallet.