Important: If you're having trouble with Rock Paper Scissors, follow the steps below before contacting Concierge.
Before You Start
Check that:
- The Rock Paper Scissors campaign is currently active.
- You're using the latest version of the KAST app.
- Your account is eligible to participate.
- You're in a supported country or region.
- You haven't reached any applicable reward or cashback limits.
I Can't Access Rock Paper Scissors
If you can't see the campaign in the KAST app:
- Update the app to the latest version.
- Refresh the Home or Rewards page.
- Make sure you're signed in to the correct account.
- Confirm the campaign is still active.
- Check that your account is eligible.
If the campaign is still missing, contact Concierge through the KAST app.
I Couldn't Submit My Pick
Before the daily cutoff, make sure:
- The participation window is still open.
- Your internet connection is stable.
- You're using the latest version of the app.
If your pick wasn't saved before the cutoff, contact Concierge.
I Can't See My Result
If the daily reveal has already happened but your result isn't visible:
- Refresh the app.
- Close and reopen the app.
- Update to the latest version.
- Wait a few minutes and check again.
If your result is still missing after the expected processing time, contact Concierge.
I Won but Can't See My Reward
First, check that:
- You won the daily round.
- Your reward window has started.
- You're looking in the Rock Paper Scissors campaign page, Rewards, or your cashback details.
If your reward is still missing after the normal processing time, contact Concierge.
My Purchase Didn't Receive Boosted Cashback
Before contacting Concierge, confirm that:
- You won the relevant Rock Paper Scissors round.
- Your purchase was made during the active reward window.
- The purchase is eligible for cashback.
- The transaction wasn't refunded, reversed, cancelled, declined, or disputed.
- You haven't reached any applicable cashback limits.
- The standard cashback processing time has passed.
I Missed the Daily Round
If you missed the daily cutoff, you won't be able to participate for that day.
Simply return the next day while the campaign is active.
Contact Concierge
If the issue continues after completing the steps above, contact Concierge through the KAST app.
To help us investigate, please include:
- Your KAST account email.
- A screenshot of the Rock Paper Scissors screen.
- A screenshot of your reward or transaction, if applicable.
- The date and time of the issue.
- Your app version.
- Your device model.
- Your country or region.
Frequently Asked Questions
Can Concierge Change My Pick or Result?
No. Concierge can't change submitted picks or game results.
Can Concierge Restore a Missed Reward?
Concierge can review and escalate missing reward issues, but rewards can only be applied according to the campaign terms and eligibility rules. Expired or missed reward windows generally can't be extended or restored.
What Happens if My Transaction Is Still Pending?
Boosted cashback isn't usually credited until the transaction has been completed, processed, and confirmed as eligible.
Can I Play Again Tomorrow?
Yes. Each daily round is independent, so you can participate again the next day while the campaign is active.
Can I Participate if My Card Is Frozen or Blocked?
You may be able to submit a pick if your account remains eligible. However, if your card is frozen or blocked, you may not be able to make eligible KAST Card purchases or earn boosted cashback during the reward window.
Will I Receive a Notification if I Win?
Depending on your app settings and push delivery, KAST may send a push notification after the daily reveal if you win.
What Happens if the Campaign Ends?
Once the campaign ends, new rounds won't be available. Any rewards you've already unlocked remain subject to the campaign terms and their applicable reward window.
Can I Participate While Traveling?
Yes, provided your account remains eligible and the campaign is available in your current location.
Why Can't I See Yesterday's Result?
Past results may not always remain visible in the app. If you need help with a previous round, contact Concierge through the KAST app.