Faq's

Account Queries:

Please check there is no space at the beginning or end of your email address when you are entering it. If you are still receiving the error message, please contact the Member Services team at hello@saracens-rewards.com

To request a password reset, click on Forgot Password, and follow the instructions to reset your password. You should then get an email within the hour.

If you cannot see the email, please check your spam or junk e mail.

If you are still having trouble, please contact the Member Services team at hello@saracens-rewards.com.

If you are having trouble logging in to your Saracens Rewards account, please click on Forgot Password and follow the instructions to reset your password. If you are still having trouble, please contact the Member Services team at hello@saracens-rewards.com.

To update your email address, please contact the Member Services team at hello@saracens-rewards.com and confirm your existing email address and the email address you wish to change to. One of the team will update your account for you.

You can update your name, telephone number and postcode through your online account – log in to your account and click on ‘My Account’ and then ‘My Profile.

We cannot merge two accounts together but if you have a preferred email address, we can transfer the points to this account and close the old one. Please contact us on hello@saracens-rewards.com with details of the two accounts (email address, member id).

You can update your marketing preferences at any time by visiting the Contact Preferences page.

Our Member Services team aim to answer your query within 3 working days (Monday to Friday, 9am to 5pm).

Occasionally, it may take longer if we are experiencing high levels of queries from our members, but please be assured that we'll be working hard to respond to you as swiftly as we can.

Our aim is to give you the best savings on your Saracens tickets. We don’t have expensive call centres, so we can pass more savings on to you.

We offer all our support via our websites and query support. We find it best that all conversations are kept online so that we both have a record of all correspondence – this also allows us to check your account in more detail and have all the information at hand to help you in the best manner that we can.

We aim to respond to queries within 3 working days (Monday to Friday, 9am to 5pm).

Occasionally, it may take longer if we are experiencing high levels of queries from our members, but please be assured that we'll be working hard to respond to you as swiftly as we can.

Before we say goodbye, we just need to check that you wish to close your account completely and stop collecting and points or if you wish to stop receiving emails from us.

If you do just want to stop receiving emails, you can manage your marketing preferences here.

If you want to close your Saracens Rewards account completely, please contact us at hello@saracens-rewards.com and our Member Services team will help you do this.

Collect Points with Saracens:

Yes, you will collect points when purchasing your Season Tickets online on www.saracens.com or by calling the Ticket Office on 0203 870 3303.

When ordering online, please make sure you log in to the Saracens ticketing website with the same email address you use on your Saracens Rewards account. When ordering over the phone, please have your email address and member id to hand so that your points can be added to your accounts.

You will collect 1 point per £1 when purchasing season tickets and match tickets. If you are already a Season Ticket holder, you will collect 10 points per £1 when purchasing additional match tickets.

Simply purchase a Hospitality package online on www.saracens.com and the points for your transaction will be automatically applied to your Saracens Rewards account. Please make sure you log in to our ticketing website using your Saracens membership number and your email address is the same as on your Saracens Rewards account.

Yes, you can now collect points on Season Memberships online at https://www.saracens.com/seasonal-memberships/ or by calling the Ticket Office on 0203 870 3303.

When ordering online, please make sure you log in to the Saracens ticketing website with the same email address you use on your Saracens Rewards account. When ordering over the phone, please have your email address and membership number to hand so that your points can be added to your accounts.

Season Ticket holders will collect 10 points per £1 when renewing their season ticket whilst non-season ticket holders will collect 1 point per £1.

Points can only be collected when buying Season Tickets, Match Tickets and Hospitality through the Saracens ticketing website – points cannot be collected when buying other products such as car parking, stadium tours or international tickets.

Yes, you will collect 1 point per £1 when buying your Saracens merchandise online by visiting the official Club Shop on shop.saracens.com,  by calling 0203 675 7280 or when you shop in person at the Club Shop. If you are already a Season Ticket holder, you will collect 10 points per £1 when purchasing club merchandise. When ordering online, please make sure you log in to the Saracens Club Shop with the same email address you use on your Saracens Rewards account. When ordering over the phone or in the Club Shop, please have your email address and member id to hand so that your points can be added to your account.

Yes, you can collect points in Saracens digital newsletter, visiting the club website and engaging with our Facebook, Twitter and Instagram channels. Look out for the Saracens Rewards promotion on these channels and click to be automatically credited with your points.

You can collect up to 1,000 points (worth £5) a year when engaging online with Saracens. 

You can also collect up to 500 points (worth £2.50) a year when buying Saracens Season Tickets, Match Tickets, Hospitality and Merchandise.

Each year is calculated based on the anniversary of your Saracens Rewards sign-up date.

Points collected on season tickets, match tickets, merchandise and any other transactions will be added 72 hours after your purchase.

Points collected through engagement will be added automatically when you click through on these channels.

If you do not collect or spend points on your Saracens Rewards account for a period of 6 months or more, then your account will be classed as ‘dormant’ and we will delete your points balance.

Collecting Points with Retail Partners:

To collect points with over 4,000 retail partners, you need to remember to click through to the retailer's website via your Saracens Rewards account using the links we provide before completing each purchase. This is how the retail partner knows that you are an Saracens Rewards member and allows the transaction to track automatically. The points will be added to your account as pending within 10 days of the initial purchase.

No, you will pay the same price at the checkout if you click through from the Saracens Rewards site as if you shop directly with the retailer.

Whilst most transactions do track, there are situations where something can go wrong. This can be for a number of reasons including anti-spyware, anti-virus or other protection on your computer which might prevent your points tracking back to your account.

In order to aid successful tracking on your computer, please consider the following points:

1) Always start your shopping journey at Saracens Rewards - do not click from Saracens Rewards after you have added items to your basket or generated a quote.

2) Ensure that you purchase immediately after clicking through from Saracens Rewards. Do not click to any other sites during this process.

3) Ensure that your internet browser and firewall/security software is enabled to allow cookies. Check that you don't have an adblocker active or turn this off during your Saracens Rewards visit

4) Try clearing the cookies stored on your computer before starting your transaction.

5) Make sure you're logged into your Saracens Rewards account when you make your purchase, otherwise we can't track it back to your account!

Cookies are small bits of information that are stored on your browser. They simply store tracking information so that when you visit a retail partner via your Saracens Rewards account and make a transaction, the retail partner knows that you have come via our website and allocates the points to your account.

To make sure that Saracens Rewards a classed as the ‘Last Referrer’ for a transaction and that it tracks correctly, our cookie must be the last placed on your browser prior to a purchase.

Other websites including comparison sites and vouchers site use cookies which can overrise our, meaning that they get paid for your transaction instead of us - and you will not receive the points.

To delete existing cookies, follow these steps for your chosen browser:

Internet Explorer

Open Internet Explorer.
Click the Tools button (in the top right corner) and then click Internet Options.
On the General tab, under Browsing history, click Delete.
Tick the Cookies and website data check box, and then click Delete.

Firefox

Open Firefox.
Click the Firefox button (in the top left corner) and then go to History > Clear Recent History.
Change the time range to ‘Everything’ and make sure the Cookies check box is ticked.
Click Clear Now.

Chrome

Open Chrome.
Click the Chrome menu (in the top right corner) and then go to Tools > Clear browsing data.
Change the time range to ‘the beginning of time’ and make sure the cookies check box is ticked.
Click Clear browsing data.

Safari

Open Safari.
Click the Action menu (in the top right corner) and then go to Preferences.
Click on Privacy and then click Remove All Website Data.

Standard exclusions apply to all purchases with retailer partners and will stop you collecting points:

  • A gift card or shopping card is used when completing the purchase.
  • A voucher or discount code is used when completing the purchase.
  • A purchase is cancelled, returned, or amended (whatever the reason).
  • The order is not completed wholly online or in a single visit to the retail partner.
  • The retail partner’s terms and conditions for points collection have not been met (these will be detailed on the retailer page on the Saracens Rewards website).
  • Another referral site is awarded the commission for the transaction (e.g., comparison site, rewards site, search engine advertising).
  • A gift card, voucher or postage stamps have been purchased.

Some retailers have their own policies and restrictions on points collection eligibility. These can be found in the terms and conditions listed on each Saracens Rewards retail partner page.

Once you’ve completed a transaction with a retail partner on the Saracens Rewards programme, the points collected via that transaction will show as ‘pending’. The length of time the points are ‘pending’ will depend on the terms and conditions outlined by the retail partner (these are listed on each retail partner’s page on the Saracens Rewards website). Once these points have been ‘confirmed’ by the retail partner, the points will become ‘live’ on your Saracens Rewards account.

‘Pending’ points can be removed or declined because:

  • You cancelled or returned all or part of your transaction.
  • You used a promotional or voucher code when completing your transaction.
  • You are an existing customer of the retail partner and the offer at the time of your transaction was for new customers only (please refer to the terms and condition on the specific retail partner page on the Saracens Rewards website to check whether this applies).

If you do not believe any of the above apply, then please submit your transaction confirmation email to hello@saracens-rewards.com and one of our Member Services team will investigate this for you.

If you believe that ‘pending’ or ‘live’ points have tracked a different rate to that originally stated, please email the Member Services team at hello@saracens-rewards.com with details of the relevant transaction and the points that you believe have tracked at a different rate. Please note that some retailers, particularly insurance retailers, will initially add the points as zero and this will uplift once the transaction has been validated. Please refer to the terms and conditions of the retailer to check if this applies.

Most retailers will not fund points on the VAT element of a transaction or the delivery fees. Please refer to the retailer's terms and conditions to check if this applies. This can mean that you have a lower purchase amount reported and consequently a lower points amount.

If you really feel that your points value is significantly less than you were expecting - and this isn't accounted for by the VAT, delivery, and other such costs, then please contact us on hello@saracens-rewards.com and send a copy of your purchase confirmation email. Please note that we cannot accept 'screengrabs', only the forwarded email in full.

Please ensure the purchase confirmation email clearly shows:

  • The name of the retailer
  • The date of the purchase
  • The item(s) purchased
  • Order Number / Booking Reference (where applicable)
  • The check-in/check-out dates (where applicable)
  • Policy Number (where applicable)
  • The full transaction price

Once we have all the information the Member Services team will look in to this for you and keep you updated.

If you have made a transaction and can’t see it on your account, can we please ask you to check a few things before getting in touch:

  • Did you remember to click through from your Saracens Rewards account? If you didn’t, unfortunately we cannot raise a missing points claim for you.
  • Have you allowed 10 days for the transaction to track automatically?
  • Did you use a voucher code when completing the transaction? Most retail partners do not offer points on purchase where a discount or voucher code was used.

If you’ve checked these steps in full and would still to raise a missing points claim, please email to hello@saracens-rewards.com, along with a copy of your purchase confirmation email and we will look into this for you. Please note that we cannot accept 'screengrabs', only the forwarded email in full.

 Please ensure the purchase confirmation email clearly shows:

  • The name of the retailer
  • The date of the purchase
  • The item(s) purchased
  • Order Number / Booking Reference (where applicable)
  • The check-in/check-out dates (where applicable)
  • Policy Number (where applicable)
  • The full transaction price

Once we have all the information the Member Services team will investigate this for you and keep you updated.

To collect points on your transaction, you do need to ensure that you have clicked through from your Saracens Rewards account and then complete your purchase immediately and wholly online.

If you do forget to click through this means that there is no click record on your Saracens Rewards account to confirm that your transaction started from the Saracens Rewards website. As such, we are unable to raise a missing points with the retailer and will not be able to recover any points.

Retailers must process each transaction before they send payment which allows us to fund your points. Some retailers, such as insurance companies have significantly longer validation periods and travel retailers will not begin to process your points claim until the travel is complete.

We are in weekly communication with the retailers and will always try to have the points in your account at the earliest opportunity.

When you click through from your Saracens Rewards account, the transaction will track automatically within 10 days, and it will show as pending. This means that the retailer is still processing your points claim and the points are not yet available to spend.

Once we have received payment from the retailer, we are able to fund your points and these are released to your account and can be spent.

Collecting Points with Betting Partners:

You need to make sure that the email address on your Saracens Rewards account matches the email address on your betting account. To update your email address, please contact the Member Services team at hello@saracens-rewards.com and confirm your existing email address and the email address you wish to change to. One of the team will update your account for you.

Points from our betting partners are added up to 10 days in arrears and you need to be active on your account in the weeks that you bet to ensure your points are released from pending.

You can collect 2,000 points for a new registration to a betting partner’s sportsbook providing that you click through from:

  • A Saracens Rewards email inviting you to sign-up
  • The betting partner page on the Saracens Rewards website which can be found here:
    • Bet365
    • Betfred
  • In each case you must deposit a minimum of £10 to qualify for the sign-up points.
  • Once you have signed up you can collect points weekly when placing bets with our betting partners.

If you have previously opened a betting partner account using the email address which is linked to your Saracens Rewards account, you will not be eligible for the 2,000 points sign-up bonus.

You can collect up to 2,000 points per betting partner, per pre-defined four-week period. If you’d like to know the specific dates for the four-week periods, please contact us on hello@saracens-rewards.com.

Eligible betting period is Monday to Sunday – betting points will be added to your Saracens Rewards account for any settled bets by Thursday of the following week. As such, the longest you will have to wait for points to be added is 10 days.

You must log in to your Saracens Rewards account at least once during any week that you place a bet to allow betting points to be released from ‘pending’.

If you believe you are missing betting points, can we please ask you to check a few things before getting in touch:

  • Is your email address the same on both your Saracens Rewards account and your betting account?
  • Have you logged in to your Saracens Rewards account each week that you have placed settled bets?
  • Are you sure that you have not hit the 2,000 point cap (per betting partner, per four-week period)?

If you’ve checked these steps in full and would still to raise a missing points claim, please contact us on hello@saracens-rewards.com and we can investigate this for you.

If you believe you are missing sign-up points, can we please ask you to check a few things before getting in touch:

  • You have never been a customer of the betting partner before (email, name, home address, etc are checked)
  • You clicked through to the betting partner using an appropriate sign-up link and have deposited at least £10.
  • You have waited up to 14 working days for the sign -up points to be added to your Saracens Account.

If you’ve checked these steps in full and would still to raise a missing points claim, please contact us on hello@saracens-rewards.com and we can investigate this for you.

Spending Points:

No, you can use points as full or part payment. If you part pay with points, you will need an alternative payment method to cover the remaining cost of the transaction.

Unfortunately, at the moment you can’t redeem Saracens Rewards points to save money on your Season Tickets. We will update you if this becomes an option on the Saracens Rewards programme.

 

Yes, you can spend your points online at www.saracens.com/match-tickets. Look for the option to spend your points at the checkout and choose the amount of points you wish to spend. Your basket total will update with the amount left to pay (if not paying in full with points) and you can complete your purchase as normal. Any points that you have spent will be removed from your Saracens Rewards account.

Yes, please call the Saracens Ticket Office on 0203 870 3303. You will need the email address linked to your Saracens Rewards account and your Saracens Rewards member id. When booking please advisor the ticket office associate that you wish to use Saracens Rewards points to pay and they will be able to help you complete your transaction.

Unfortunately, at the moment you can’t redeem Saracens Rewards points to save money on your Saracens memberships. We will update you if this becomes an option on the Saracens Rewards programme.

Unfortunately, at the moment you can’t redeem Saracens Rewards points to save money on your Saracens hospitality tickets. We will update you if this becomes an option on the Saracens Rewards programme.

Please check that your email address is the same on your Saracens ticketing account and your Saracens Rewards account. If these are the same and you still can’t see your points balance, please contact us on hello@saracens-rewards.com and a member of our team will be able to help you.

Points can only be spent when buying Match Tickets and Hospitality - points cannot be spent when buying other products such as season tickets, stadium tours, car parking or international tickets.

Yes, you can shop online at www.shop.saracens.com. Look for the option to spend your points at the checkout and choose the amount of points you wish to spend. Your basket total will update with the amount left to pay (if not paying in full with points) and you can complete your purchase as normal. Any points that you have spent will be removed from your Saracens Rewards account.

You can also use your points over the phone by calling 0203 870 3303 or when shopping in-store. You will need the email address linked to your Saracens Rewards account and your Saracens Rewards member id. When booking please advisor the ticket office associate that you wish to use Saracens Rewards points to pay and they will be able to help you complete your transaction.

No, there are no restrictions when spending your Saracens Rewards points.

General Information:

The privacy and security of your personal information is extremely important to us, and we always maintain the highest levels of member confidentiality. Full details can be found in our Privacy Policy.

We put service and commitment to our members at the heart of what we do. We strive to get it right, first time, every time. But occasionally, things don’t go as planned.

Most complaints can be dealt with by our Member Services team, they will do their best to resolve the matter quickly, sympathetically and to your satisfaction.

If you think your issue has not been fully resolved and you wish to escalate your complaint, please our online contact form or email our Member Services team at hello@saracens-rewards.com.

You can also write to us at:

               R4G Ltd

               Suite 5-6 Faraday Court

               Centrum 100

               Burton Upon Trent

               Staffordshire

               DE14 2WX

 

For your complaint to be properly registered, please make sure you include the following information:

  • Your full name
  • Your Saracens Rewards member ID (if available)
  • The email address linked to your Saracens Rewards account
  • Your preferred contact details: email, phone number or address
  • Details of the complaint along with the names of any of our staff you spoke to at the time

 

If you email us, you will receive a response with 3 working days (Monday to Friday, 9am to 5pm). If you write to us at the above address, we will post you an acknowledgement letter within 5 working days of receipt.

All complaints are logged in to our database and allocated to a member of Member Services team who will investigate and subsequently respond to you either by phone, email or letter no later than 28 days after you have received your acknowledgement. The relevant member of our Member Services team will also give you their name and contact details for any follow-up.