FAQs

Check the junk/spam folder as the reset request may have landed in that inbox.

If you are a Gmail user, check the Promotions folder as the reset request may have landed in that inbox.

Try using popular internet browsers such as Google Chrome or Safari if you are not already.

If you cannot click on the reset password link provided in the reset email, it is still possible to use it by copy and pasting the link into your browser.

Make sure that your Living Rewards number/card is connected to an active online account, you do this here: https://www.livingrewards.co.nz/register/

If you have not created an online account with us already, you will need to register your Living Rewards Card online before you can use it to shop. Please register your card using the link below and follow the instructions on the webpage. This will enable you to set up an account and password so that you can use it to shop online. https://www.livingrewards.co.nz/register/

During the registration process you will receive an email to set your password for your account. Please check your junk/spam folders as well as your inbox in case the email is sent here. You will need to click the link in the email (or copy and paste it into your browser) to set your password.

If you have an existing Living Rewards card the correct signup location is here: https://www.livingrewards.co.nz/register/ this will connect your existing card to a new online account.

If you have created a new account online already and have not used the above process.  We will need to merge both accounts and deactivate the card you do not use.  Your points will accumulate when we merge these accounts and any vouchers you have will go onto the card you want to keep.  Please remember if the total of your points after the merge is greater than 150 points it will not automatically trigger a voucher, this will happen on your first purchase.

Please make sure to check your Junk/Spam folders as the confirmation email may have ended up there.

If you are a Gmail user, check the Promotions folder as the confirmation email may have ended up there.

On https://www.lifepharmacy.co.nz/ on the top right of your screen use the drop down arrow next to your email when you are logged into your Life Pharmacy account and select ‘Order History’. If you can see your order that you just made in this section, then you can be assured we have received and will process your order.

If you have attempted all the above with no success, please contact us through our online form here: https://www.lifepharmacy.co.nz/contact-us/ or for queries about your online order: 0800 753 423 or (+64) 09 274 4054 (when calling from overseas).

This is likely because you were not logged into your Life Pharmacy/Living Rewards account at the time of purchase, please ensure that you are logged in when you shop so that your points are added automatically to your account.

For us to add these points in this situation please send us a copy of your receipt and Living Rewards card number to hello@livingrewards.co.nz so that we can manually add the points for you.

If you are logged into your connected Living Rewards/Life Pharmacy account at time of purchase, your points will be automatically added to your account. However, if you have not connected your Living Rewards card to your online account or are not logged in at the time of purchase no points will be added.

For us to add these points in this situation please send us a copy of your receipt and Living Rewards card number to hello@livingrewards.co.nz so that we can manually add the points for you.

To verify if a Living Rewards number is associated with your Life Pharmacy account, you can sign into your account on either: https://www.lifepharmacy.co.nz/ OR https://www.livingrewards.co.nz/ These two platforms use the same account information (username/password).

In a logged in state, on the top right of your screen use the drop down arrow next to your email and select “My Details” to verify that you are at the correct location you can look in the address bar and it should read https://www.lifepharmacy.co.nz/my-account/profile/ or https://www.livingrewards.co.nz/my-account/details/ depending on which platform you use, the layouts of both of these look identical.

If under My Details you can see Membership Number: 1003750077555 for example, then your membership number is correctly associated with your account.

If under My Details you cannot see ‘Membership Number’ then there is no Living Rewards card associated with this account. Please connect your account here https://www.livingrewards.co.nz/register/.

If you continue to have issues with getting your Living Rewards number associated with your account, please email us at hello@livingrewards.co.nz with your Life Pharmacy/Living Rewards account login email and the card number that you wish to associate with the account (Note: Your membership number is located on the back of your Living Rewards card).

If you are experiencing ‘Token expired’ when attempting to reset your password, wait for 10 minutes and attempt to reset again by generating a new token. If the email has landed in your Junk/Spam/Promotions inbox then links will be disabled by default, in this case copy the token provided into your browser.

Here is an example of what to copy and paste into your browser:

https:/www.lifepharmacy.co.nz/join/create-password/?token=3458e88e-57cc-473c-b0b5-cb0b18748b99

(Note: Please do not copy and paste this link. You will receive a similar link in the password reset email which you will need to click on or copy into your browser).

If you continue to have issues with token expiry, please contact our customer service contact centre. Monday to Friday, 9am to 5pm. Phone: 0800 762 672

Yes, https://www.livingrewards.co.nz/ and https://www.lifepharmacy.co.nz/ accounts are linked, and updating any information including passwords on one will also update the other automatically.

Currently customers are unable to update their email address directly online. However, we can do this for you from our support office. Please email hello@livingrewards.co.nz from your current Living Rewards email address with the email that you wish to update to and we will change it as soon as we can.

For Gmail accounts you will need to find the email in your spam/junk folder and click on the three vertical dots and click ‘Add Life Pharmacy to Contacts list’. This will move the email to your inbox and ensure any future emails from us land in there.

For Outlook accounts ensure they are put in your Inbox, click on your Junk Email folder. Then right-click the message labelled as Junk and select Junk >> Not Junk from the context menu. The Mark as Not Junk box comes up. Check Always Trust Email From Online.support@lifepharmacy.co.nz and check your email address below that.