Home Banking FAQ | Frequently asked questions | Mastercard Specials program

FAQ | Frequently asked questions | Mastercard Specials program

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Termination of the bonus program

When will the specials bonus program be discontinued?

In accordance with the cancellation letter sent to the registered participants who are entitled to collect and redeem coins, the Specials bonus program ends on July 4th, 2020.

How will Mastercard inform the registered participants about the next steps?

Mastercard has informed the registered participants, who are entitled to collect and redeem coins, in writing by email about all the necessary steps.

Why haven’t I received a notice of cancellation?

The letter of termination was sent by email to all registered participants who are authorized to collect and redeem coins. It was sent to the email address with which you were registered for the Specials bonus program. Please check your SPAM folder. If you have not received a notification or no longer have access to the email address stored at the time, please contact germany@mastercard.com for further information.

Collect and redeem coins

Where can registered participants find out their current coin status?

All registered participants who are entitled to collect and redeem coins have received an email from Mastercard with further information on their final coin status and the further process for redeeming the coins.
Registered participants who are entitled to collect and redeem coins can also inquire about their current coin status at any time by email to germany@mastercard.com .

Can participants continue to collect coins with their Mastercard?

Since July 4th, 2020 it is no longer possible to collect coins.

What happened to the coins collected from registered participants after the platform was suspended?

All registered participants in the Specials bonus program still have the coins they owned on the day the platform was suspended on August 19, 2019. Since then, registered participants who are entitled to collect and redeem coins have had the opportunity to collect additional coins if they have made transactions with their card (s) registered in the Specials bonus program.

Why can’t I collect coins with my replacement card even though I was registered for the Specials bonus program with my old card?

After the Specials bonus program was suspended in August 2019, no replacement cards or new cards could be registered.

New website for redeeming the coins

How do I get access to the new website?

In order to gain access to the new website, you must first go through a legitimation process. Please see the “Legitimation Process” section for more details.
When you have successfully completed the legitimation process, you will receive an email from no-reply.germany.specials@mastercard.com with an individual link that will take you to the new website.

Until when can I redeem my coins?

From the day the website opens, you have 12 months to redeem your coins. The last day on which you can redeem your coins is July 13th, 2021. Please note that you can only access the new website once you have successfully completed the authentication process.

Legitimation process

What exactly is the legitimation process and why does it have to be carried out in order to gain access to the website?

In order to gain access to the new website, you must go through a legitimation process to ensure the protection and security of your data. The process ensures that you are the legal owner of the Specials loyalty program account linked to that email address.

I don’t want to go through the legitimation process. What can I do?

The legitimation process is necessary to ensure that only you redeem the coins you have collected and not someone else. The process ensures that you are the legal owner of the Specials Loyalty Account to which you are entitled. If you do not want to go through the legitimation process, we can generally not grant you access to the new platform and allow you to redeem your coins, unless you are unable to go through the legitimation process due to exceptional personal circumstances.

Why have I not received an invitation to the legitimation process?

The invitation to the legitimation process was sent by email to all registered participants who are authorized to collect or redeem coins. It was sent to the email address with which they were registered for the Specials program. Please check your SPAM folder. If you have not received a notification or you no longer have access to the email address stored at the time, please contact germany@mastercard.com for further information.

I was unable to successfully complete the identification process, what additional options do I have?

Please contact customer support by emailing germany@mastercard.com .

Where can I find the general terms and conditions and / or the data protection declaration of the special bonus program?

The general terms and conditions of the Specials bonus program can be found under the following link: 
https://specials.mastercard.de/agb

You can find the privacy policy of the special bonus program at the following link:
https://specials.mastercard.de/datenschutz

How can I request access to my data?

If you want to have access to your data, please send your request to the “My data” portal . “My Data” is a user-friendly portal set up for people based in the EEA and Switzerland that enables you to exercise your data protection rights in relation to the personal data we hold about you. On “My data” you can make data inquiries and call up the status of your inquiries. Please note that the e-mail address you entered must exactly match the e-mail address currently stored in the Specials bonus program.

Alternatively, you can also send us an email to germany@mastercard.com .

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