Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/25/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May 2025 I inquired with the Upside company about what happened to my $240.00 I had earned in this account. ********************** said I had requested an ***** gift card on March 10 and it was sent to my .@*************** email. I never received the email. I sent a request to ***** support asking for any information about when, where, and what email address was used for the gift card. ***** support said they only had the email address which didnt match mine and they couldnt tell me the address because of security and privacy reasons. It was also spent on March 11. Upside insists the gift card was sent to my ****** address. I had another issue with a life insurance company where someone hacked into my account and took out a loan against the cash value on that account on March 12, 2025. I filed a police report and have since received my money back. I feel these two issues could be related since they were within two days of one another. Im attaching the info from ***** support which I also sent to Upside.

  Business Response

  Date: 06/26/2025

  Thank you for bringing this matter to our attention. We have thoroughly reviewed the activity and correspondence associated with Ms. *********** Upside account.
  
  On March 10, 2025, a $240 Apple Gift Card was successfully requested as a cashout from the Upside account registered under the email address ****************************** Our system confirms that the gift card was delivered to this same email address. Ms. ********** has acknowledged that this email is one of two accounts she created on the Upside platform. The gift card was subsequently redeemed the following day, March 11, 2025, as confirmed by the customers own screenshots from Apple Support. Unfortunately, if someone gained access to her email inbox, they could have used or deleted the gift card email before she was able to see it.
  
  At no point has there been any indication of a breach of Upsides systems. All actions on the account were initiated by someone who was properly authenticated through our app using the email and password associated with the customers account. ********************** does not have the ability to modify users email addresses or to submit cashout requests on their behalf. Because the redemption was conducted using valid login credentials and sent to the email tied to the account, we have no evidence of any malfunction or unauthorized action within the Upside system.
  
  Ms. ********** also shared that she experienced unauthorized activity in a separate financial account just days later.  Although the customer believes the two incidents may be related, the link appears to be the compromise of her own credentials or email account, not any vulnerability in Upsides platform, as the customer references an incident with an insurance company that is wholly unrelated to our company or product.
  
  Per our publicly available Terms of Service, each user is responsible for maintaining the security of their own Upside account credentials and email access. Our Terms clearly state that redemptions of cash back rewards are final and cannot be reversed or refunded. The Terms also affirm that account holders are fully responsible for any activity conducted through their login credentials.
  
  While we sincerely empathize with Ms. *********** situation, we must reiterate that the gift card redemption was validly executed from her own account and delivered to her email address. This matter stems from a personal email or device security issue outside of Upsides control. We consider this case closed unless any new, verifiable information becomes available.

  Business Response

  Date: 06/26/2025

  ******,
  
  Thank you for your continued patience while we completed our review of your concern regarding the $240 Apple gift card cashout from your Upside account.
  
  After a thorough investigation, weve confirmed that the gift card was successfully cashed out on March 10, 2025, from the Upside account registered under your email address ****************************** The gift card link was sent to that same email address, and based on the documentation you provided from Apple Support, the card was redeemed the following day on March 11, 2025. This confirms that the gift card was successfully delivered to your inbox, as Upside does not provide in-app access to gift cards after redemption.
  
  We understand your concern, especially given the timing of a separate unauthorized activity on another service. However, all evidence indicates that the core issue in both cases likely stems from unauthorized access to your personal email account. If someone gains access to a users email, they can intercept one-time links, reset passwords, and access services tied to that address. This type of compromise enables third parties to take actions that appear fully authorized within secure systems.
  
  From our systems perspective, the activity associated with your accountincluding the cashout request and redemptionwas completed by someone who successfully authenticated with the correct credentials. Because Upside has no access to users email accounts and no ability to intervene in external security issues, we cannot reverse or override valid transactions.
  
  As outlined in our Terms of Service, account and reward balance security is the responsibility of the account holder. Specifically:
  You are responsible for maintaining the confidentiality of your password and account, if any, and are fully responsible for any and all activities that occur under your password or account. You are responsible for maintaining the security of your Upside account and Cash Back rewards balance. All redemptions of Cash Back rewards are final and cannot be reversed or refunded.
  
  We know how frustrating this situation must be, and we truly sympathize. Since you've experienced unauthorized activity in other accounts, its important to ensure your email account is fully secure. We recommend changing your passwords, enabling multi-factor authentication, and working with your email provider to review access history and security settings.
  
  Please let us know if theres anything else we can clarify.
  
  Sincerely,
  Upside *********************start="1932" data-end="1935">************************************************************

  Customer Answer

  Date: 06/28/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** **********
  
  

• Initial Complaint

  Date:06/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The issue relates to funds due me from the ongoing purchase of fuel using the Upside service. Ther funds have accrued but there seems to be no way to complete their requests. I beleive that the amount due me is $68.01 but it may be more or less correct since the information isn't on the screen to be verified.

  Business Response

  Date: 07/02/2025

  Hi, ******!

  I checked my systems and I see my colleague Gelo reached out via email on June 26th - I hope you received his message! If not, it might have gone to a spam folder. I see that he included the screenshot of your ****** cash out, so I've attached it!

  I concur with ****** assessment; "Please contact ****** directly and provide the Transaction ID ***************** sould you need help with this cashout."

  With the transaction ID, ****** should be able to assist you with the funds. Since we've now provided this information via email and the BBB dashboard, Upside considers this inquiry resolved.

  Best,
  L.R.
  Upside Support

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had initially was going to pay for dinner paying with Upside where I transferred the amount to Upside to get a % back from Upside. I ended up not paying that way. Said if not used for 4 hours it will automatically be returned. It was not. Ive co tasted them 3 doffeeent occasions and still have yet to receive the refund. Each time they tell me wait 5-8 days and check with your bank. Well my bank doesnt have any records or pending transactions for refunds. Im getting the run around each time. They dont have a phone number to speak to anyone only a bot who sends an email to a human and the human has automatic same responses each time.

  Business Response

  Date: 07/02/2025

  Hi, *******,

  I checked my systems and it did end up that something out of the ordinary had happened with your Pay with Upside offer. Because it was unusual, it was hard for the team to diagnose! We were giving you the typical information based on the best updates we had at the moment, but now I realize something was amiss.

  I found out that our engineers manually refunded this transaction for you on the 27th, and you should be seeing it now. I'm also issuing $10 to your Upside account and you should see that apply within the next 24 hours.

  Please know if you have further questions, email is the fastest way to be helped!
  
  Best,
  L.R.
  Upside Support

  Customer Answer

  Date: 07/02/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* *****
  
  

• Initial Complaint

  Date:06/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I downloaded the Upside app based on radio ads claiming it was a fast, easy way to earn cash back on gas and groceries. I followed all instructions, uploaded valid receipts on time, and provided all requested information. Despite this, multiple rewards were denied with no explanation, and payment processing regularly takes over 7 dayscloser to a net-30 model, which is never clearly disclosed. One claim in particular was denied due to something the convenience store did incorrectly on a receiptnot my error. I was given no chance to clarify or appeal. The app offers no real dispute process and support responses are vague and unhelpful.The app collects significant personal data with very little return. It lists offers that often dont work and fails to provide transparency when rewards are denied. Customer support is unhelpful and provides vague or canned responses. The process is neither simple nor reliable, and Upsides marketing is highly misleading.The company should update its advertising to reflect actual payout timelines and clearly explain reward denials. I am requesting a review of their practices and payout of my valid, previously denied claims.?Desired Resolution:An explanation for all denied rewards including 3rd party reasons with feedback on how to avoid in future claims.Immediate payout for valid claims Honest advertising about payout times BBB oversight of misleading marketing practices and promoting clientele under the age of 21 to use their platform I feel this is deceptive and unfair. I believe I followed their process properly and should not be penalized for errors outside my control. Other users should have the ability to opt out or be granted a fair appeal process post denial.

  Business Response

  Date: 07/02/2025

  Hi, ****,

  We've received your feedback and I see that Gelo emailed with you about your concerns as well.

  Since you asked him to not respond to your last email, I'm afraid have little else to offer; I've reviewed the information Gelo provided and he was correct. We are real people on the other end of these emails, and while we do not have phone service available, we really are trying to help.

  Since the inquiry here was nebulous and we reached out via email to try and directly address your concerns to little avail, Upside considers this BBB complaint closed.

  Best,
  L.R.
  Upside Support

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We utilized the Upside cash back since 2022. We recently attempted to cash out to a target debit card for $99.89 as stated on our account on June 6th. We were informed via an automatic email that a gift card would be emailed within 48 hours. To date I have contacted the company via chat and email 5 times on each method and have been told a response would be sent within 24 hours. To date I have yet to hear from the company. I have messaged them on ********, on their application and have heard nothing nor have we received gift card information. I have diligently been checking our spam box in our email and have not received anything. The company has failed to respond to any messages nor provide the promised cash back. They have proven to falsify their advertising in multiple manners and have failed to provide cash back within their guaranteed 48 hours time frame.

  Business Response

  Date: 06/26/2025

  ******,
  
  Thank you for reaching out and for sharing your concerns. Were very sorry to hear about the experience you described and appreciate the opportunity to clarify and assist.
  
  Weve reviewed your account and can confirm that your cash out request for a Target gift card in the amount of $99.62 was successfully processed on June 4, 2025. We have recently resent this link again on June 17th, but have not received a response to this message indicating that you have received it. 
  
  Additionally, our support team responded to your inquiries on five separate occasions between June 7 and June 13. Each response included confirmation that the gift card had been issued, along with the necessary information to access it. If you have not seen these replies, its possible they may have landed in your spam or promotions folder. We understand how frustrating it can be when messages dont reach the inbox as expected. While our system indicates the gift card was delivered within the expected timeframe, we acknowledge that your experience fell short of your expectations. Please know we are continuously working to improve our communication and support systems to better serve you and all our users.
  
  If you continue to have trouble accessing your gift card, wed be happy to help further to ensure youre able to use it without issue.
  
  Sincerely,
  Upside *********************start="1932" data-end="1935">************************************************************

• Initial Complaint

  Date:06/13/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made a purchase on May 30. That was my 10th purchase qualifying me for 10 cent bonus on my 1st purchase in June. I June 2 purchased 31 gals with a 10 cent offer. This would also qualify me for the 10 cent bonus. But they didnt credit me for my bonus. I have repeatedly requested payment but 1-they cite rules disallowing me to receive the bonus 2-claim I got the bonus on my tenth purchase in May instead and 3-also claim I was given a random 37 cent bonus, 4-which doesnt appear anywhere in my activity or earnings 5-when cashing out theres not any extra account. They lie and cheat 6- after repeatedly contacting upside I still have no resolution. Sure its only $3.10 but this has happened numerous, numerous times before upside is just shady

  Business Response

  Date: 06/27/2025

  Hi ****!

  I checked my systems and see that my colleague Gelo broke down the math on you recent offer - I saw that you received a bonus on an offer you weren't expecting. Please know that our bonuses and incentive programs can often change, but we're always happy to answer questions via email.

  I've added a $.15/gal bonus to your account to make up for any confusion. Upside considers this issue resolved.
  
  Best,
  L.R.
  Upside Support

  Customer Answer

  Date: 06/27/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ****
  
  

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Havent used the upside app in a while. Tried to use it and my cash back fund balance was no longer there.

  Business Response

  Date: 06/24/2025

  ****,
  
  Thank you for reaching out to us. It sounds like you may have created a new account when trying to login after awhile. This is a common issue we see and this support article may be helpful if you wish to locate your original account on your own: ***********************************************************************************************************************
  
  We also attempted to contact you in support ticket #******* on June 17th, 2025 to help locate your original account, but have not received a response to our message. If you still need assistance, please respond to that support ticket so we can help you promptly.
  
  Sincerely,
  Upside Support Team
  ************************************************************

• Initial Complaint

  Date:06/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against Upside for suspending my account and refusing to release the cashback I ********* account was suspended because Upside claims multiple accounts were linked to the same phone ID and ****** account. I have explained to their support team that:My family initially shared one ****** account out of convenience, and some members also occasionally used the same phone.This practice was not in violation of Upsides policies at the time in fact, for years, Upside allowed cashback to be withdrawn to the same ****** account without issue.I personally do not operate more than one account, nor have I ever used a referral code from a duplicate account.I am requesting a one-time exemption due to our earlier unintentional overlap, and I fully committed to ensuring independent usage going forward. Despite this, Upside denied my request, stating that new accounts will be automatically terminated and cash out requests will be rejected automatically effectively confiscating the money I legitimately earned.Upside's Terms of Service do not clearly warn users that their entire cashback balance can be permanently withheld due to device or payment overlap, especially when theres no intent to defraud or violate terms.If Upside continues to withhold my money, I intend to share this experience publicly on platforms like TikTok, Reddit, Instagram, and ********, so other users can be warned of how this app handles support and user funds.

  Business Response

  Date: 06/05/2025

  The users account was suspended after our systems identified links between their account and multiple others via overlapping phone identifiers. These patterns are consistent with activity typically associated with multiple account creation or referral abuse, which is a violation of Upsides Terms of Service.
  
  While we understand the explanation provided that shared device and payment methods among family members were for convenience our system flags and investigates these patterns to protect the integrity of our platform and promotional programs. After manual review and consideration of the user's appeal, our team determined that the account suspension would remain in place.
  
  Importantly, Upside's Terms of Service (available at **************************************************************) state that users are prohibited from maintaining more than one account or engaging in activity that may be interpreted as manipulative or fraudulent, including behavior related to referrals or multiple account management. The Terms further reserve Upsides right to suspend accounts and withhold cashback in cases where such violations are suspected or confirmed.
  
  We ask that the BBB not forward/accept complaints from individuals that fail to provide address information with their complaint, as the majority of these complaints are from individuals who are considered fraudulent and are no longer permitted to use our Services due to violations of our Terms. Their complaints should not be considered representative of our product and services.  

  Business Response

  Date: 06/05/2025

  ****,
  
  Thank you again for reaching out and sharing your concerns.
  
  Weve completed a thorough review of your account and previous communications with our team in your support ticket #*******, including the information you provided. Your account was suspended after our systems detected significant overlap with other accounts through shared phone identifiers.
  
  We understand your explanation that your family has shared devices and a ****** account out of convenience, and we appreciate your willingness to ensure independent usage going forward. However, after further internal review and consideration, we are unable to lift the suspension or release the cashback associated with your account. Our Terms of Service prohibit users from operating or benefiting from more than one account, and they also give Upside the right to suspend accounts and withhold cashback when violations of our policies are identified. These safeguards are in place to ensure a fair and secure experience for all users. You can read our Terms of Service here:  ********************************************************************;
  
  Best,
  H.B. 
  Upside Support

  Customer Answer

  Date: 06/09/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23404642
  
  I am rejecting this response because:
  
  
  Regards,
  
  **** ***
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:05/31/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sunday May 11, I redeemed an offer on the Upside app at a restaurant, Two Urban Licks, in **********, that cited 11% cash back on your check. The restaurant does not provide standard receipts, they operate on a digital POS system. I requested a printed receipt that came on an 8x11 sheet of printer paper, and submitted a photo of this itemized receipt on the Upside app.The receipt was deemed an "ineligible purchase, it looks like what you purchased didn't match the offer you claimed". The receipt included the restaurant, date, time, address, itemized purchases, and total price paid.

  Business Response

  Date: 06/09/2025

  Hi, ******!

  I checked my systems and I see that yes, the receipt for your offer was a different format that what we usually see! What I actually believe is the greater issue, is that your receipt was folded and the payment information wasn't visible. I'm sorry for any confusion with that.

  While a receipt in an unusual size like that one might get flagged by our systems, you can always reach out by email with more images or a screenshot of the transaction with your card information visible. We'd be happy to review those and make sure you get the needed cash back!

  I see that my colleague Gelo reached out to you via email on Friday - I don't see a reply, so it might have gone to your spam folder! If you can send a top-to-bottom photo of that receipt in a reply to his message, we'd be glad to review the offer manually. Email in this instance is the fastest way to be helped!

  Best,
  L.R.
  Upside Support

  Customer Answer

  Date: 06/10/2025

  I appreciate the quick reply from the advanced support team. Gelo helped to identify an resolve the issue quickly.
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *****
  
  

• Initial Complaint

  Date:05/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have uploaded a **** card to use on their website almost 9 months ago. The card is an exceptable card for their website. I used it fine for months. Now they are denying the cash back. While using that card. Saying I don't have that card on file. It is right there on my upside account to click on. I have contacted them several times to correct the issue. I drive a lot for work. And have to use that card..

  Business Response

  Date: 06/06/2025

  Hi, *******!

  I checked my systems and I see that my colleague Gelo was in touch via email on May 27th - I hope you received his message! I see no reply on the thread from you, so I'm wondering if his email maybe went to a spam folder. Good news, though! Gelo was able to research your account and I've copied and pasted that information from his email to you:
  
  "As shown on the screenshots you sent last May 22nd and 23rd, the card you used (Amex 5002) is different from the Amex saved on your Upside wallet (Amex 4005). Please ensure you have the correct card details saved on your Upside wallet for us to be able to validate your purchases."
  
  If you're able to add the 5002 Amex to your Upside wallet, you should be all set! Should you have further questions, please know that the fastest way to be helped is to email us at **************************.

  Best,
  L.R.
  Upside Support