Why is my cashback still pending?

Overview

Pending status is normal. After you submit a purchase through Upload Purchase, your Stash Points sit in your Pending balance while we verify the purchase. Approval can take up to 30 days, depending on which prop firm you bought from. You will get an email when your cashback is approved.

How long should I wait?

Most submissions are approved within a few days to a couple of weeks.
Some firms take up to 30 days because of their refund and commission policies.

Approval timing varies by firm. There is no fixed turnaround that applies to every prop firm.

Why it takes time

Cashback approval requires two things to happen before your points are released:

Manual review by our team. We verify that your submission matches the purchase details: prop firm name, order ID, amount, and receipt.
The prop firm's refund and commission window. Most prop firms allow a window during which a purchase can be refunded, and during which the firm can deduct commissions for refunded orders. We wait for that window to close before approving cashback so we do not have to claw back points later.

Each firm has its own window length, which is why pending times vary. A firm with a short window can approve in days. A firm with a longer window can take the full 30 days.

What you can do while you wait

Forward your purchase confirmation email. Send the original confirmation from the prop firm to [email protected]. This gives our team an extra reference and can speed up review.
Check your Rewards History. In your User Dashboard, look at the Status column for the relevant purchase. It will say Pending until approval is complete.
Watch your inbox. When your cashback is approved, you will receive an email confirmation.

What happens when your cashback is approved

Three things happen at approval:

The transaction status in your Rewards History changes from Pending to Approved.
Your Stash Points move from your Pending balance into your Available balance.
You receive an email notification.

You can then redeem your Available points for free prop accounts, trading tools, and exclusive perks.

When to contact support

If it has been more than 30 days since you submitted your purchase and the status is still Pending, contact support so we can investigate. Email [email protected] and include:

Your Prop Firm Stash account email.
The prop firm name.
The Payment/Order ID you submitted.
The submission date.

When approval becomes denial

Not every pending submission ends in approval. The most common reasons a cashback is denied:

The purchase was not made through a Prop Firm Stash link.
The coupon code (STASH or the firm-specific code shown on step 2 of Upload Purchase) was not applied at checkout.
The submission details do not match what the prop firm reports.
The order was refunded by the firm.

If your submission is denied, the status in your Rewards History will reflect that. If you believe the denial is wrong, contact support with your purchase confirmation email and any evidence you have.