Questions? We can explain!

Do you have a question? Check out the answers to our most frequently asked questions.

• My order has not been released yet, and my Drops have disappeared!

  If you used your Drops balance for a purchase, that balance will always be held until the order is released. If the order is canceled for any reason, the amount will be returned to your balance.

  Regardless of the reason, if your order is not yet canceled or released and displays the message "Awaiting Payment" in the Orders tab, the Drops used for the discount will be held until the purchase status changes. If you wish to cancel the purchase and haven't paid yet, you can cancel the order:

  • In your Nuuvem account, go to the Orders tab (or click here);
  • Find the incomplete order and select the Cancel option.
• I purchased a pre-order but haven't received my Drops!

  To receive cashback, you need to view the product key on the website. However, pre-orders on Nuuvem do not release the key before the official launch (or early access, if available). But don’t worry! The amount is not lost and remains reserved in your account, ready to be credited as soon as the key becomes available and is viewed.

  Nuuvem will always follow the distributors' schedule, and if we get the approval to release the key before launch, we will always make that decision.

• Is there a deadline to use Drops?

  Yes! Accumulated Drops are valid for up to 12 months after the purchase. This period is calculated independently for each purchase made in your Nuuvem account.

  Here are some tips and examples:

  • The expiration always occurs on the last day of the month corresponding to the 12-month period. For example:
  • If you receive 100 Drops for a purchase made on 03/01/2025, they will expire on 03/31/2026.
  • If your purchase is made on 03/15/2025, the expiration will still be on 03/31/2026.
  • You will receive email notifications registered in your Nuuvem account whenever your balance is close to expiration. These alerts will be sent at the following intervals:
  • 1 month before expiration;
  • 1 week before expiration;
  • 24 hours before expiration.

  Expiration is irreversible. Once expired, the lost balance cannot be recovered or re-added to the account.

• Can I transfer my Drops to another account?

  Unfortunately, no. The Drops available in each Nuuvem account are personal and non-transferable. It is also not possible to transfer or use Drops credited in regions different from your current residence.

• Where can I check my Drops balance?

  Simply log into your Nuuvem account and click on My Account to check your Drops balance. You can also view your balance by clicking on your profile avatar (on both desktop and mobile).