Rakuten FAQs

If I live in Northern Ireland, am I eligible for this reward?

Yes, eligible Northern Ireland members have access to this reward.

Can I get a Rakuten voucher each week?

Yes, one adult per family can earn up 1 voucher per week if they earn 12 activity points.

If I have more than one person on my plan, how many vouchers can we get a week?

You can receive one voucher a week for the whole family to enjoy a film together. That’s four movies a month if at least one adult on your plan earns 12 activity points a week. This is as well as your Cinema tickets.

I’m on a family plan – who will receive the voucher?

If more than one adult on your plan has registered for Rakuten, your voucher code will be sent to the principal policyholder. If the principal policyholder hasn’t registered, the spouse on your plan will receive it. Otherwise, another adult on your plan that has registered will get the code.

I signed up for the reward this week, when will I get my voucher?

You can start earning Vitality activity points towards your voucher during the week you sign up, and if you earn enough Vitality activity points, you’ll get your voucher on the following Monday afternoon.

What if I haven’t synced my device by Sunday evening?

We calculate eligible members’ points again on a Wednesday, to see if enough points have been earned for the reward. If you have, you’ll be issued a movie voucher on the Wednesday and it will be valid for seven days.

Can other members on my plan earn movie vouchers?

Yes, one adult per family can earn up 1 voucher per week if they earn 12 activity points.

When will I receive my movie voucher?

If you achieve 12 Vitality activity points in a week, you’ll earn an at-home movie voucher for one on-demand movie on the following Monday afternoon.

Why can’t I find my Rakuten email?

There could be a number of reasons you can’t find your Rakuten email – please check:

You’re receiving other non-policy related emails from Vitality
Your Junk folder – you may need to add members@email.vitality.co.uk to your ‘safe sender list’
Your email address is correct – we send your voucher to the email address associated with your Vitality account. If you need to update your email address, please do so on the My details page in Member Zone
Your inbox has enough space to receive new emails.

Can my movie voucher be used for all rental films on Rakuten?

You can enjoy hundreds of Rakuten movies on us – including new releases. Only selected Home Premiere movies aren’t included.

How do I redeem my movie voucher?

We’ll send one Rakuten TV at-home movie voucher per week, to the email address you have signed up with. Once you have your voucher code:

Visit the Rakuten Vitality landing page, and log into your Rakuten TV account on their website using your Rakuten TV username and password. Please don’t enter your code straight on a device or on your TV.
Select the movie you want to watch by clicking on the thumbnail image of the item.
On the movie information page, click on the ‘Redeem Voucher’ button
Enter your voucher code making sure you don’t enter any spaces before or after the code
Your movie is ready and will be available for 48 hours. Whether you want to watch it on your smart TV or other device, you’ll find it in the Rakuten ‘My Library’ section.

Why can’t I redeem my voucher in the Rakuten app on my device or on my TV?

You can only redeem your voucher through the Vitality landing page. Please don’t enter your code on a device or on your TV:

Click on the film you want to watch on the Rakuten website
Select ‘Redeem voucher’
Enter your code and click ‘Confirm’
The film will be added to your Rakuten ‘My Library’ for 48 hours
You can then watch your film from any device by logging into your Rakuten account and going to ‘My Library’.

How do I update my email address?

We’ll send you a Rakuten TV at-home movie voucher each week, to the email address you have signed up with. If you need to update your email address please do so on the My details page in Member Zone.

If you have a Vitality at Work Enterprise plan, you can update this by emailing us – occasionally, we may text your voucher to the mobile phone number associated with your Vitality account.