How can we help?

If you’re not sure whether the extension is working, or if it’s missing from your browser, try these fixes. You can also contact us.

Chrome

1. Make sure you have the latest version of Chrome.

To check, enter chrome://settings/help in the address bar and press enter.

2. Try uninstalling and reinstalling the extension.

To uninstall, hold down the control key while you select the Rakuten icon in your browser (or right-click on it), then select Remove from Chrome.

If you don’t see Rakuten in your browser toolbar, enter chrome://extensions/ in the address bar and press enter. Find the Rakuten extension and select Remove.

To reinstall, visit the Chrome browser store. Select Add to Chrome to add Rakuten to your Extensions. Select the puzzle piece icon in the upper-right corner to open your Extensions. Select the pin icon next to the Rakuten Extension. You’ll now see it in your browser’s toolbar.

3. Re-enable the extension

Your extension might not work if it’s been disabled by a browser update.

In the address bar, enter chrome://extensions/ and press return. Find the Rakuten extension and select the slider to toggle it to the right. The extension is enabled when the slider is blue.

4. Restart your computer

If you need more help, contact us.

Edge

1. Make sure you have the latest version of Edge.

To check, select the three dots for Settings and more in the upper-right corner, then select Settings. Scroll down to About Microsoft Edge to see if it’s up to date.

2. Try uninstalling and reinstalling the extension.

To uninstall, hold down the control key while you select the Rakuten extension in your browser toolbar (or right-click on it), then select Remove from Microsoft Edge.

If you don’t see Rakuten in your browser toolbar, select the three dots (Settings and more) in the upper-right corner and select Extensions. Find the Rakuten extension and select Remove.

To reinstall, visit the Edge browser store. Select Get to install Rakuten. You’ll now see it in your browser’s toolbar.

3. Re-enable the extension

Your extension might not work if it’s been disabled by a browser update.

Select the three dots (Settings and more) in the upper-right corner and select Extensions. Find the Rakuten extension and select the slider to toggle it to the right. The extension is enabled when the slider is blue.

4. Restart your computer

If you need more help, contact us.

Firefox

1. Make sure you have the latest version of Firefox.

To check, enter about:preferences in the address bar and press enter. Scroll down to Firefox Updates to see if it’s up to date.

2. Try uninstalling and reinstalling the extension.

To uninstall, enter about:addons in the address bar and press enter. Select the three dots next to the Rakuten extension, then select Remove.

To reinstall, visit the Firefox browser store. Select Add to Firefox to install the Rakuten extension. You’ll now see it in your browser’s toolbar.

3. Re-enable the extension

Your Extension might not work if it’s been disabled by a browser update.

Enter about:addons in the address bar and press enter. Find the Rakuten extension and select the slider to toggle it to the right. The extension is enabled when the slider is blue.

4. Restart your computer

If you need more help, contact us.

Safari

1. Make sure you have the latest version of Safari.

To update Safari, install the most recent macOS update. This automatically includes the latest version of Safari.

2. Try uninstalling and reinstalling the extension.

To uninstall, select Safari at the left of the top menu bar. Select Preferences and go to the Extensions tab. Select the Rakuten extension from the menu on the left, then select Uninstall.

If a pop-up appears telling you to remove the Rakuten Cash Back application, select Show in Finder and make sure Safari is closed. In the folder that appears, drag Rakuten Cash Back into the Trash.

To reinstall, visit the App Store. You can also select Safari at the left of the top menu bar, then select Safari Extensions to launch the App Store. Look for the Rakuten extension by searching Rakuten Cash Back in the search box.

Select Get to install the extension, then select Open. You’ll now see it in your browser’s toolbar.

3. Re-enable the extension

Your extension might not work if it’s been disabled by a browser update.

Select Safari at the left of the top menu bar. Select Preferences and go to the Extensions tab. From the menu on the left, check the box next to Rakuten Cash Back to enable it.

4. Restart your computer

If you need more help, contact us.