FAQs - Overall & Technical
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Frequently Asked Questions (FAQs) - Overall & Technical

Q. What is the AIR MILES® Toolbar?
Q. Do I have to pay to download and use the Toolbar?
Q. How do I install the Toolbar?
Q. Will the Toolbar install spyware, adware or malware on my computer?
Q. Who is FreeCause?
Q. Why am I accepting a FreeCause End User License Agreement (EULA) when downloading the AIR MILES® Toolbar?
Q. What operating systems and browsers is the Toolbar compatible with?
Q. Does it work in Safari/Opera/Chrome?
Q. During installation it said the Toolbar was corrupt.
Q. My Toolbar doesn't show up (in IE).
Q. Can I download the AIR MILES® Toolbar even if I already have a different toolbar installed?
Q. It won't let me install the Toolbar!
Q. How can I move the Toolbar to a different location?
Q. How do I uninstall?
Q. There is more than one AIR MILES® Collector in my home. Can we log in separately?
Q. My name was showing in the Toolbar, but now it is displaying someone else's name. How do I get the Toolbar to recognize me again?
Q. Other technical questions?
Q. Questions about AIR MILES®?


Q. What is the AIR MILES® Toolbar?
A. The AIR MILES ® Toolbar is a free download that sits on your Internet browser and allows you to earn FREE reward miles - up to 30 each month - just for doing everyday searches. It also displays your AIR MILES® account balance in your browser window so you'll know how close you are to your next reward and ensures you collect the reward miles you deserve when shopping at 100+ AIR MILES® online sponsors.

Q. Do I have to pay to download and use the Toolbar?
A. No. The AIR MILES® Toolbar is free.

Q. How do I install the Toolbar?
A. Installing the Toolbar is quick and easy. Go to www.airmiles.ca/Toolbar and click on the download button. You'll be guided through a few simple steps and in just moments your download will be complete.

Q. Will the Toolbar install spyware, adware or malware on my computer?
A. No. The Toolbar is free from spyware, adware and malware.

Q. Who is FreeCause?
A. FreeCause is a private company we have partnered with to bring you the AIR MILES® Toolbar.

Q. Why am I accepting a FreeCause End User License Agreement (EULA) when downloading the AIR MILES® Toolbar?
A. Because AIR MILES® has partnered with a FreeCause, a private company, to bring you the Toolbar, it's necessary that you accept their End User License Agreement.

Q. What operating systems and browsers is the Toolbar compatible with?
A. The Toolbar works with Internet Explorer and Firefox on Windows. On Macintosh and Linux operating systems, the Toolbar works with Firefox.

Q. Does it work in Safari/Opera/Chrome?
A. Unfortunately, Safari and Opera do not allow high-functionality add-ons like the Toolbar. Mac users wanting to download the Toolbar will need to use it with Firefox. Google Chrome may offer the same functionality in Firefox in the future, but currently add-ons are not supported there either.

Q. During installation it said the Toolbar was corrupt.
A. Typically, if the browser relays a "corrupt installation" message it means your Antivirus software is blocking the Toolbar from setting the needed cookies for registration. To solve the problem, turn off all Antivirus software during installation and ensure the domain "freecause.com" is allowed within the settings.

Q. My Toolbar doesn't show up (in IE).
A. Make sure that 3rd party extensions are also enabled. Go to Tools -> Internet Options -> Advanced tab -> make sure the box next to "Enable third-party browser extensions*" is still checked. That should allow the Toolbar to function.

Q. Can I download the AIR MILES® Toolbar even if I already have a different toolbar installed?
A. Yes. It is possible for you to have multiple toolbars on the same computer.

Q. It won't let me install the Toolbar!
A. If you are unable to install the Toolbar and are receiving strange errors, you may not have administrator privileges on your computer. Be sure that you are on the computers' administrator account when downloading the Toolbar. If you are still having problems, you may need to contact the computers' administrator and have them install the Toolbar.

Q. How can I move the Toolbar to a different location?
A. If you are using Internet Explorer 6.0, you must first unlock the Toolbar before you can move it. To do this, right click on the Toolbar and deselect the "Lock the Toolbars" option.

On all other browsers, you can change the location of the Toolbar by clicking and dragging the vertical separator bar to the left of the icon and then placing the Toolbar in your new location. This allows you to place two (or more) toolbars on the same line, which conserves space in your browser window.

Note: You can only move the Toolbar to locations at the top of your browser window. Toolbars cannot be placed on the side or the bottom of the browser window.

Q. How do I uninstall?
A. To uninstall, follow these steps: On the Toolbar beside the AIR MILES® logo you'll find a drop down menu arrow. Select Toolbar Admin then select 'uninstall'.

If that doesn't work, you can also uninstall as follows:
To uninstall in Internet Explorer: Go to start -> Program files -> Toolbar -> Uninstall
To uninstall in Firefox: Go to Tools -> Add-ons -> Select the Toolbar and press uninstall

Q There is more than one AIR MILES® Collector in my home. Can we log in separately?
A. Yes, more than one Collector can use the same AIR MILES® Toolbar. To change users, follow these steps: On the Toolbar beside the AIR MILES® logo you'll find a drop down menu arrow. Select Toolbar Admin then select 'log out'. On the Toolbar you will see a 'login' button. Click it and a new user can login to the Toolbar.

Q. My name was showing in the Toolbar, but now it is displaying someone else's name. How do I get the Toolbar to recognize me again?
A. If someone else signed into either airmiles.ca or airmilesshops.ca using your computer, their name and Collector account will take over the Toolbar. To change it back to your name and account follow these steps: On the Toolbar beside the AIR MILES® logo you'll find a drop down menu arrow. Select Toolbar Admin then select 'log out'. This will log the other Collector out of the Toolbar. Then on the Toolbar you will see a 'login' button. Click it and you can re-login to the Toolbar.

Q. Other technical questions?
A. For answers to any other technical questions you may have, e-mail FreeCause - the Toolbar technical provider - anytime at support@freecause.com.

Q. Questions about AIR MILES®?
A. Click here to email AIR MILES® Customer Care.
https://www.airmiles.ca/arrow/AccountEmailUs

FAQs - Search

Q. How many FREE reward miles do I earn on searches?
Q. How long will it take for the FREE reward miles I earn on searches to appear in my AIR MILES® account?
Q. The counter on the Toolbar is not counting all my searches. Why?
Q. Can I earn FREE reward miles for both the Yahoo! searches I do on the AIR MILES® Toolbar AND the searches I do on other toolbars on my browser?
Q. Do I earn FREE reward miles on searches when I'm using the AIR MILES® powered by Yahoo! web page?
Q. Do I earn FREE reward miles on searches originating from Yahoo! such as search.yahoo.com or ca.search.yahoo.com?
Q. How do I change my search engine?
Q. If I change my default search engine from Yahoo! will I still earn FREE reward miles?
Q. The search counter is adding up my searches and I'm seeing the corresponding reward miles adding up beside the counter, BUT my account balance on the Toolbar is not adding up the reward miles. Why?
Q. Should the search counter reset once the FREE reward miles are posted?
Q. If I clear my browser's cache, cookies or history, will it affect the search counter?
Q. Do the AIR MILES® reward miles I earn count as one of the 5 sponsors I need for GOLD Collector Status?
Q. Is AIR MILES® tracking the sites I visit through my searches?
Q. What do I do if I am missing FREE reward miles for searches?
Q. Other search questions?
Q. Questions about AIR MILES®?


Q. How many FREE reward miles do I earn on searches?
A. When the Toolbar is active you'll earn 5 FREE reward miles for every 50 valid searches you perform. Up to 30 FREE reward miles per month can be earned by performing 300 valid Toolbar searches powered by Yahoo! Search.

Q. How long will it take for the FREE reward miles I earn on searches to appear in my AIR MILES® account?
A. At the end of every month we calculate the number of FREE reward miles you earned on searches powered by Yahoo! They will appear in your account within 60 days.

Q. The counter on the Toolbar is not counting all my searches. Why?
A. Yahoo! uses sophisticated algorithms to determine valid searches. For example, if you search one term repeatedly very quickly or characters within your search query appear to be invalid to Yahoo! they will not be calculated as part of your search count.

Q. Can I earn FREE reward miles for both the Yahoo! searches I do on the AIR MILES® Toolbar AND the searches I do on other toolbars on my browser?
A. Yes. You will earn FREE reward miles for searches you do on the AIR MILES® Toolbar, as well as searches you do on other Toolbars - as long as they also default to Yahoo! Search.

Q. Do I earn FREE reward miles on searches when I'm using the AIR MILES® powered by Yahoo! web page?
A. Yes, you will earn FREE reward miles on searches on the AIR MILES® powered by Yahoo! web page.

Q. Do I earn FREE reward miles on searches originating from Yahoo! such as search.yahoo.com or ca.search.yahoo.com?
A. No, you only earn FREE reward miles on searches that default to the AIR MILES® Toolbar "AIR MILES® powered by Yahoo! Search" - not on searches originating from search.yahoo.com, ca.search.yahoo.com, ca.yahoo.com, etc.

Q. How do I change my search engine?
A. To change your default search engine in Firefox, follow these steps: In the top right search field of the browser, click on the current search engine logo (may be a red Y!). At the bottom of the dropdown there is an option to "Manage Search Engines." To change your default search engine in IE, follow these steps: Tools -> Internet Options -> General Tab -> Search Settings.

Q. If I change my default search engine from Yahoo! will I still earn FREE reward miles?
A. No, in order to collect FREE reward miles the default search engine of the Toolbar must remain Yahoo! Search.

Q. The search counter is adding up my searches and I'm seeing the corresponding reward miles adding up beside the counter, BUT my account balance on the Toolbar is not adding up the reward miles. Why?
A. Reward miles earned on searches are not posted in real time. Even though we do calculate how many reward miles you've earned through searches beside your search counter, your true Account Balance is only updated every 24 hours.

Q. Should the search counter reset once the FREE reward miles are posted?
A. Yes. The search counter resets to zero at the beginning of each calendar month. Reward miles are posted to your account within 60 days from the end of each month.

Q. If I clear my browser's cache, cookies or history, will it affect the search counter?
A. No. The information contained within the search counter is stored in a different manner so clearing your browser data will not impact it.

Q. Do the AIR MILES® reward miles I earn count as one of the 5 sponsors I need for GOLD Collector Status?
A. Yes.

Q. Is AIR MILES® tracking the sites I visit through my searches?
A. No, search clicks are tracked by Yahoo! only. Yahoo! then reports the number of valid searches to the AIR MILES® Reward Program, so we can calculate the number of FREE reward miles you've earned and update your account.

Q. What do I do if I am missing FREE reward miles for searches?
A. https://www.airmiles.ca/arrow/AccountEmailUs?enquiry=12

Q. Other search questions?
A. For answers to any other search questions you may have, e-mail FreeCause - the Toolbar technical provider - anytime at support@freecause.com.

Q. Questions about AIR MILES®?
A. Click here to email AIR MILES® Customer Care.
https://www.airmiles.ca/arrow/AccountEmailUs

FAQs - Online Shopping

Q. How do I earn reward miles when shopping online?
Q. Who are AIR MILES® online sponsors?
Q. I'm not earning reward miles on my online shopping. Why?
Q. Can I turn off the Online Shopping / Alerts part of the Toolbar and still use the Toolbar to earn reward miles on search?
Q. If I stay logged into the Toolbar, is my AIR MILES® account information safe?
Q. What do I do if I'm missing AIR MILES® for purchases at online sponsors?
Q. Other Toolbar questions?
Q. Questions about AIR MILES®?


Q. How do I earn reward miles when shopping online?
A. There are 3 ways to earn reward miles on online shopping:

(i) Through the Toolbar every time you shop of any of 100+ AIR MILE online sponsors - even if you forget to sign in through airmilesshops.ca first! By installing the Toolbar, you give The AIR MILES® Reward Program permission to direct your visits to AIR MILES® online Sponsors through your account to ensure that you never miss an opportunity to earn the reward miles you deserve.

(ii) Through the Toolbar every time you shop at any of the online sponsors listed on the "Shop Online" drop down menu. As long as you see your name and account balance on the Toolbar, you will earn reward miles on your purchases.

(iii) If you are about to shop at a retailer who is not an AIR MILES® Sponsor and we have a similar retailer who is an AIR MILES® online Sponsor, we will display their logo so you can choose to shop there instead and earn reward miles.

Q. Who are AIR MILES® online sponsors?
A. AIR MILES online Sponsors are those retailers on airmilesshops.ca, the AIR MILES Reward Program's online shopping mall. Click here to see listing... http://www.airmilesshops.ca/shops/airmilesshops/StoreDirectory

Q. I'm not earning reward miles on my online shopping. Why?
There could be a couple of reasons:

(i) Check to make sure you are logged into the Toolbar by making sure you see your name and account balance on the Toolbar. If not click "Login".

(ii) If you see someone else's name on the Toolbar you/your account will not earn reward miles. To change it back to your name and account follow these steps: On the Toolbar beside the AIR MILES® logo you'll find a drop down menu arrow. Select Toolbar Admin then select 'log out'. This will log the other Collector out of the Toolbar. Then on the Toolbar you will see a 'login' button. Click it and you can re-login to the Toolbar.

Q. Can I turn off the Online Shopping / Alerts part of the Toolbar and still use the Toolbar to earn reward miles on search?
A. No, the Toolbar functionality is all tied together.

Q. If I stay logged into the Toolbar, is my AIR MILES® account information safe?
A. The Toolbar uses encryption to protect the privacy and security of your Account Information. No personal information is stored in the AIR MILES toolbar, so your account information will remain private. The account information that is displayed there is stored within the airmiles.ca systems and cannot be accessed by other sources.

Q. What do I do if I'm missing AIR MILES® for purchases at online sponsors?
A. Link to Missing Miles template on .ca
https://www.airmiles.ca/arrow/AccountEmailUs?enquiry=12

Q. Other Toolbar questions?
A. For answers to any other Toolbar questions you may have, e-mail FreeCause - the Toolbar technical provider - anytime at support@freecause.com.

Q. Questions about AIR MILES®?
A. Click here to email AIR MILES® Customer Care
https://www.airmiles.ca/arrow/AccountEmailUs